Directory assistance dialog with configuration switches to switch from automated speech recognition to operator-assisted dialog
First Claim
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1. A method of providing a caller with a directory assistance dialog, the dialog being switchable from an automated speech recognition (ASR) path to an operator-assisted (OP) path, comprising:
- providing a series of ASR sub-dialogs, the sub-dialogs including at least a sub-dialog operable to perform each of the following tasks;
prompting the caller for a location response and applying ASR to the location response, and prompting the caller for a listing response and applying ASR to the listing response;
after each ASR sub-dialog, branching to the OP path if the recognition is not successful; and
after at least one ASR sub-dialog, providing a configuration switch that could be set to cause the remaining dialog to branch to the OP path even if the ASR is successful and based on ASR success rates to the responses of a following prompt;
such that after at least one step of applying of ASR to a response, and before any remaining prompting step, there are both a conditional decision based on the success or failure of the applying step, and the configuration switch that follows the conditional decision.
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Abstract
A method of providing a caller with a directory assistance dialog. The dialog is configurable, at any level of the dialog, from an automated speech recognition (ASR) dialog to an operator-assisted (OP) dialog. The dialog is handed off to an operator if any level of the speech recognition dialog fails. Also, a configuration switch may be set to cause the dialog to be handed off to an operator even if a response at some level of the ASR dialog is successfully recognized.
99 Citations
12 Claims
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1. A method of providing a caller with a directory assistance dialog, the dialog being switchable from an automated speech recognition (ASR) path to an operator-assisted (OP) path, comprising:
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providing a series of ASR sub-dialogs, the sub-dialogs including at least a sub-dialog operable to perform each of the following tasks;
prompting the caller for a location response and applying ASR to the location response, and prompting the caller for a listing response and applying ASR to the listing response;
after each ASR sub-dialog, branching to the OP path if the recognition is not successful; and
after at least one ASR sub-dialog, providing a configuration switch that could be set to cause the remaining dialog to branch to the OP path even if the ASR is successful and based on ASR success rates to the responses of a following prompt;
such that after at least one step of applying of ASR to a response, and before any remaining prompting step, there are both a conditional decision based on the success or failure of the applying step, and the configuration switch that follows the conditional decision. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A computer-implemented directory assistance system for providing a caller with a directory assistance dialog, the dialog being switchable from an automated speech recognition (ASR) path to an operator-assisted (OP) path, comprising:
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a series of ASR sub-dialog processes, the sub-dialogs including at least a sub-dialog operable to perform each of the following tasks;
prompting the caller for a location response and applying ASR to the location response, and prompting the caller for a listing response and applying ASR to the listing response;
a conditional decision process after each ASR sub-dialog, operable to branch the dialog to the OP path if the ASR is not successful;
after at least one ASR sub-dialog, a configuration switch that could be set to cause the remaining dialog to branch to the OP path even if the ASR is successful and based on ASR success rates to the responses of a following prompt;
such that after at least one step of applying of ASR to a response, and before any remaining prompting step, there are both a conditional decision based on the success or failure of the applying step, and the configuration switch that follows the conditional decision.
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Specification