System and method of utilizing a hybrid semantic model for speech recognition
First Claim
1. A method for processing a call comprising:
- receiving a speech input in connection with a call;
transforming at least a segment of the speech input into a first textual format;
generating a first list of entries based, at least partially, on a consideration of the first textual format, the first list comprising at least one action with a corresponding confidence level and at least one object with another corresponding confidence level;
selecting an entry of the first list having a higher corresponding confidence level;
outputting a second textual format, generating a second list based, at least partially on consideration of the selected entry and the second textual format; and
suggesting a routing option for the call based on the selected entry and a pairing entry in the second list having a high corresponding confidence level.
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Abstract
A method for processing a call is disclosed. The method receives a speech input in connection with a call and transforms at least a segment of the speech input into a first textual format. The method also generates a first list of entries based, at least partially, on a consideration of the first textual format, the first list comprising at least one action with a corresponding confidence level and at least one object with another corresponding confidence level, selects an entry of the first list having a higher corresponding confidence level, outputs a second textual format. The method further generates a second list based, at least partially on consideration of the selected entry and the second textual format and suggesting a routing option for the call based on the selected entry and a pairing entry in the second list having a high corresponding confidence level.
126 Citations
24 Claims
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1. A method for processing a call comprising:
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receiving a speech input in connection with a call;
transforming at least a segment of the speech input into a first textual format;
generating a first list of entries based, at least partially, on a consideration of the first textual format, the first list comprising at least one action with a corresponding confidence level and at least one object with another corresponding confidence level;
selecting an entry of the first list having a higher corresponding confidence level;
outputting a second textual format, generating a second list based, at least partially on consideration of the selected entry and the second textual format; and
suggesting a routing option for the call based on the selected entry and a pairing entry in the second list having a high corresponding confidence level. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for routing calls comprising:
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a processor configured to convert a speech input into an action-object list;
a confidence engine operable to assign a confidence level to at least one entry in the action-object list; and
a routing module configured to determine a destination for the call based on at least one of;
a dominant action in the action-object list and a high confidence level object from an object list; and
a dominant object in the action-object list and a high confidence level action from an action list. - View Dependent Claims (12, 13, 14, 15, 16)
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17. A computer readable medium tangibly embodying a program of instructions to manipulate a processor to:
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receive a speech input in connection with a call;
transform at least a portion of the speech input into a first textual format;
generate a first list based, at least partially, on a consideration of the first textual format, the list comprising at least one action with a corresponding confidence level and at least one object with its own corresponding confidence level;
select an entry of the first list having a high corresponding confidence level;
transform at least some of the speech input into a second textual format;
generate a second list based, at least partially on consideration of the selected entry and the second textual format, wherein entries in the second list have corresponding confidence levels; and
suggest a routing option for the call based on at least partially on the selected entry and a pairing entry in the second list having a corresponding confidence level above a threshold value. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24)
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Specification