Dynamic information retrieval system utilizing voice recognition

• US 20040008828A1
• Filed: 07/09/2002
• Published: 01/15/2004
• Est. Priority Date: 07/09/2002
• Status: Abandoned Application

• Current Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Coles, Scott, Orbach, Julian J., Gentle, Christopher R., Harrison, Rodney, Goringe, Chris
• Application Number:
  US10/191,225
• Publication Number:
  US 20040008828A1
• Time in Patent Office: Days
• US Class Current: 379/88.01
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A dynamic information retrieval system for monitoring a conversation between two or more parties and automatically collecting a plurality of keywords used during the conversation. A priority is assigned to the plurality of keywords and an information database is automatically searched for information relevant to the conversation based on the plurality of keywords. A keyword list and an information list is displayed on a workstation display to allow an agent to directly select/deselect one or more of the plurality of keywords and/or information, wherein the priority of the one or more of the plurality of keywords and/or information may be adjusted. As keywords and/or information are selected/deselected, the keyword list and the information list are dynamically updated based on new priorities that may have been assigned to the plurality of keywords and information and/or how much time has passed since a keyword was mentioned. As the conversation progresses and time passes, the list of keywords and the information list are dynamically updated using the new or adjusted keywords.

Claims

1. A dynamic information retrieval system comprising:

a means for monitoring speech uttered by at least a user as said user performs a task;

a means for recognizing a plurality of keywords from a dictionary of keywords;

a means for prioritizing the plurality of keywords based on a prioritization criteria to create a first list of keywords; and

a means for dynamically retrieving a list of information including a set of information from a plurality of information based on the prioritization of the first list of keywords.

2. The method of claim 1 further including:

a means for the user to interactively select/deselect one or more of the plurality of keywords, wherein the selection/deselection of the one or more of the plurality of keywords changes the prioritization of the one or more of the plurality of keywords; and

a means for dynamically updating the set of information retrieved based on the changes to the prioritization of the one or more of the plurality of keywords.

3. The system of claim 1 wherein the means for recognizing comprises:

a means for inputting one or more of the plurality of keywords recognized in the monitored speech; and

a means for automatically updating the first list of keywords and the list of information based on the one or more of the plurality of keywords recognized in the monitored speech.

4. The system of claim 1 wherein the means for recognizing comprises:

a means for inputting one or more of the plurality of keywords directly by the user; and

a means for assigning an adjusted priority to the one or more of the plurality of keywords directly inputted by the user.

5. The system of claim 1 wherein the means for prioritizing comprises:

a means for changing the priority of the plurality of keywords based on a duration of time since the plurality of keywords were recognized in the monitored speech.

6. The system of claim 1 wherein the means for recognizing comprises:

a means for mapping a generic keyword to a specific keyword; and

a means for assigning a second weight to the specific keyword.

7. The system of claim 1 wherein the means for recognizing comprises:

a means for linking similar sounding words to one or more of the plurality of keywords.

8. The system of claim 1 wherein the means for recognizing comprises:

a means for linking one or more synonyms to one of the plurality of keywords.

9. The system of claim 1 wherein the list of information is a list of documents and the means for recognizing comprises:

a means for searching one or more of the documents in the list of documents for one or more document keywords;

a means for applying a second weight to the one or more document keywords; and

a means for updating the list of keywords and the list of documents based on the one or more weighted document keywords.

10. The system of claim 1 wherein the plurality of keywords within the dictionary of keywords are weighted and the weights are one of the prioritization criteria.

11. The system of claim 1 wherein the means for prioritizing comprises:

a means for recording the frequency of usage of the plurality of keywords; and

a means for weighting the plurality of keywords based on the recorded frequency of usage of the plurality of keywords.

12. The system of claim 1 wherein the means for prioritizing comprises:

a means for compiling the plurality of keywords into the first list of keywords;

a means for applying a weight to the plurality of keywords based on the prioritization criteria; and

a means for creating a second list of keywords from the plurality of keywords based on the weight applied to the plurality of keywords.

13. An information retrieval system comprising:

a keyword data base including a plurality of keywords wherein each of the plurality of keywords are weighted;

an information data base including a plurality of information related to the plurality of keywords;

a first input apparatus for automatically inputting one or more of the plurality of keywords based on speech of at least one user as the at least one user performs a task;

a processor for dynamically compiling a keyword list from the one or more of the plurality of weighted keywords and automatically searching the information data base to compile an information list related to the keyword list; and

a display for displaying the keyword list and the information list to the at least one user.

14. The method of claim 13 further comprising:

a second input apparatus for the at least one user to directly input one or more of the plurality of keywords, wherein the one or more of the plurality of keywords directly inputted by the at least one user are assigned a priority.

15. The system of claim 13 wherein the first input apparatus comprises:

a voice recognition apparatus for automatically recognizing one of more of the plurality keywords from a speech channel containing the speech of the at least one user.

16. The system of claim 15 wherein the voice recognition apparatus further comprises:

a means for the at least one user to temporarily disable the voice recognition apparatus from the speech channel to allow the at least one user to directly input one or more of the plurality of keywords directly into the keyword list.

17. The system of claim 13 wherein the plurality of information is a plurality of documents, further comprising:

a third input apparatus for indirectly inputting one or more of the plurality of keywords as the at least one user is searching one or more of the plurality of documents for one or more document keywords; and

a second weight applied to the one or more of the document keyword.

18. The system of claim 13 further comprising:

a cross reference data base for cross referencing one or more of the plurality of keywords to another one or more of the plurality of keywords for translating one or more of the plurality of keywords from one language to another language.

19. The system of claim 18 wherein the cross reference data base further maps one or more generic keywords to a specific keyword wherein the specific keyword has a higher weight than the one or more generic keywords.

20. A dynamic information retrieval systems controllable by spoken words, comprising:

a means for recognizing a spoken language of a user during a conversation;

a means for compiling a list of keywords from the recognized spoken language;

a means for associating a list of information to the list of keywords;

a means for displaying the list of keywords and the list of information to the user;

a means for the user to select/deselect one of more keywords from the list of keywords; and

a means for updating the list of keywords and the list of information based on the selection/deselection of the one or more keywords from the list of keywords.

21. The system of claim 20 wherein the a means for compiling comprises:

a means for monitoring the conversation; and

a means for prioritizing one or more keywords on the list of keywords based on the frequency of the usage of the one or more keywords.

22. The system of claim 20 further comprising:

a means for directly inputting one or more keywords into the list of keywords; and

a means for assigning a priority to the one or more keywords input by the user.

23. The system of claim 20 wherein the means for updating comprises:

a means for assigning a higher priority to the one or more keywords selected/deselected and directly inputted by the user; and

a means for updating the list of keywords and the list of information based on the weight of the selected/deselected one or more keywords.

24. A method for dynamically retrieving documents comprising:

monitoring a user'"'"'s spoken words for one or more of a plurality of keywords as the user performs a task wherein the plurality of keywords are weighted by a first weight;

listing the one or more of the plurality of keywords on a keyword list based on the weight of the plurality of keywords;

retrieving a list of documents from a plurality of documents based on the keyword list;

displaying the keyword list and the list of documents to the user;

selecting/deselecting one or more of the keywords from the keyword list by the user;

adjusting the first weight to the one or more of the plurality of keywords that were selected/deselected by the user; and

updating the list of the one or more of the plurality of keywords and the list of documents.

25. The method of claim 24 further comprising:

a means for the user to directly add one or more keywords to the keyword list; and

a means for assigning a higher weight to the one or more keywords directly added by the user.

26. The method of claim 24 further comprising:

selecting one of the documents from the list of documents;

searching the one of the documents on the list of documents for one or more of the plurality of keywords;

monitoring the search of the one of the documents;

assigning a second weight to the one or more of the plurality of keywords used by the user while searching the one of the documents;

updating the keyword list of keywords by adding the one or more of the plurality of keywords used while searching the one of the plurality of documents; and

updating the list of documents using the updated list of keywords.

27. The method of claim 24 wherein monitoring comprises:

monitoring a frequency of usage of the keywords on the keyword list; and

assigning a second weight to the keywords on the keyword list based on the frequency of usage of the keywords.

28. The method of claim 24 wherein monitoring further comprises:

monitoring a duration of time between usage of the keywords on the keyword list; and

further adjusting the weight of the keywords on the keyword list based on the duration of time between the usage of the keywords on the keyword list.

29. The method of claim 24 further comprising:

inputting one or more of the plurality of keywords directly by the user; and

further adjusting the first weight of the one or more of the plurality of keywords directly inputted by the user.

30. The method of claim 24 further comprising:

mapping one or more generic keywords within the plurality of keywords to one or more specific keywords within the plurality of keywords; and

adjusting the first weight of the one or more specific keywords and the one or more of the generic keywords.