System and method for managing recognition errors in a multiple dialog state environment
First Claim
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1. A system for managing recognition errors in a multiple dialog state environment comprising:
- an error management module having a global error counter, a global error set point, a first dialog state error counter, a first dialog state error set point, a second dialog state error counter, a second dialog state error set point, a third dialog state error counter, and a third dialog state error set point;
a first dialog state module operable to interact with a user to perform at least one interaction task;
a second dialog state module operable to interact with a user to perform at least one interaction task;
a third dialog state module operable to interact with a user to perform at least one interaction task;
each dialog state module further operable to;
determine whether the interaction task has been successfully completed or whether a recognition error has occurred;
update the global error counter and the respective dialog counter if an error is detected;
direct the user to an agent if the global error counter equals the global error set point;
direct the user to a different dialog state if the respective dialog state error counter equals the respective dialog state error set point;
re-prompt the user to complete the interaction task if the respective dialog state error counter is less than the respective dialog state error set point; and
selectively directing the user to a subsequent interaction task after successful completion of the interaction task.
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Abstract
A system for managing recognition errors in a multiple dialog state environment incorporates an error management module. The error management module includes error counters and error set points associated with the system globally as well as associated with specific dialog states. User interaction within the system may then be managed based upon the status of the error counters in relation to the error set points.
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Citations
20 Claims
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1. A system for managing recognition errors in a multiple dialog state environment comprising:
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an error management module having a global error counter, a global error set point, a first dialog state error counter, a first dialog state error set point, a second dialog state error counter, a second dialog state error set point, a third dialog state error counter, and a third dialog state error set point;
a first dialog state module operable to interact with a user to perform at least one interaction task;
a second dialog state module operable to interact with a user to perform at least one interaction task;
a third dialog state module operable to interact with a user to perform at least one interaction task;
each dialog state module further operable to;
determine whether the interaction task has been successfully completed or whether a recognition error has occurred;
update the global error counter and the respective dialog counter if an error is detected;
direct the user to an agent if the global error counter equals the global error set point;
direct the user to a different dialog state if the respective dialog state error counter equals the respective dialog state error set point;
re-prompt the user to complete the interaction task if the respective dialog state error counter is less than the respective dialog state error set point; and
selectively directing the user to a subsequent interaction task after successful completion of the interaction task. - View Dependent Claims (2, 3)
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4. A system for managing recognition errors in a multiple dialog state environment comprising:
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an error management module having a global error counter and a global error set point;
the user interaction module in communication with the error management module and operable to interact with users to perform at least one interaction task, the user interaction module operable to interact with the user via at least two dialog states;
the user interaction module operable to determine whether an interaction task has been successfully completed or if a recognition error has occurred;
the user interaction module further operable to communicate the occurrence of a recognition error to the error management module; and
the user interaction module operable to determine whether to direct a user to an agent based upon the global error counter and the global error set point. - View Dependent Claims (5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. An error management module for use with a communication system operable to support a multiple dialog state environment comprising:
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a global error counter operable to record the total number of recognition errors experienced by the communication system during an interaction with a particular user;
a global error set point;
a first dialog state error counter operable to record the number of errors experienced by the communication system while using a first dialog state during an interaction with the particular user;
a first dialog state error set point; and
the error management module operable to provide the global error counter, the global error set point, the first dialog state error counter, and the first state error set point to the communication system for managing dialog state recognition errors. - View Dependent Claims (15, 16, 17)
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18. A method for managing recognition errors in a multiple dialog state environment comprising:
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setting a global error set point to a predefined value;
monitoring recognition errors within a multiple dialog state environment;
incrementally increasing a global error counter after a recognition error is detected; and
directing a user to an agent if the global error counter is equal to the global error set point. - View Dependent Claims (19, 20)
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Specification