System and method for independently recognizing and selecting actions and objects in a speech recognition system
First Claim
1. A method for processing a call comprising:
- receiving a speech input via a call;
transforming the speech input into text;
creating a list of salient terms comprising actions and objects from the text, wherein the list has a dominant term;
adjusting a confidence level of objects on the list if the dominant term is an action and selecting a complimentary object from the list to combine with the action to form an action-object pair adjusting a confidence level of actions on the list if the dominant term is an object and selecting a complementary action from the list to combine with the object to form the action-object pair; and
routing the call based on the action-object pair.
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Accused Products
Abstract
A method for processing a call is disclosed. The method receives a speech input via a call and transforms at the speech input into a textual format. The method also creates a list of salient terms of actions and objects from the text, adjusts the confidence level of objects on the list if the dominant term is an action and selects a complimentary object from the list to combine with the action to form an action-object pair. The method further adjusts a confidence level of actions on the list if the dominant term is an object and selects a complementary action from the list to combine with the action to form the action-object pair, and routes the call based on the action-object pair
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Citations
25 Claims
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1. A method for processing a call comprising:
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receiving a speech input via a call;
transforming the speech input into text;
creating a list of salient terms comprising actions and objects from the text, wherein the list has a dominant term;
adjusting a confidence level of objects on the list if the dominant term is an action and selecting a complimentary object from the list to combine with the action to form an action-object pair adjusting a confidence level of actions on the list if the dominant term is an object and selecting a complementary action from the list to combine with the object to form the action-object pair; and
routing the call based on the action-object pair. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for routing calls comprising:
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a call routing system having an interface, the call routing system configured to receive a call;
to transform a speech signal received via the call into text; and
+P2 to create a list of salient terms containing actions and objects from the text, wherein the list contains dominant terms;
a synonym module associated with the call routing system and operable to adjust a confidence level of invalid objects in the list when there is a dominant action and to adjust a confidence level of invalid actions when there is a dominant object;
a pairing module associated with the call routing system and operable to select a complementary action from the list when there is a dominant object and a complementary object when there is a dominant action, to create an action-object pair; and
a switch to route the call based on the action-object pair. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A system comprising:
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an acoustic engine configured to accept a speech input and to produce a textual version of at least a portion of the speech input as its output;
a semantic engine coupled to the acoustic engine and operable to identify an action and an object indicated by the textual version;
a probability system operable to assign confidence levels to the action and the object; and
an action-object routing table operable to provide a routing destination based at least partially on the confidence levels assigned to the action and the object. - View Dependent Claims (21, 22, 23, 24, 25)
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Specification