Natural language system and method based on unisolated performance metric
First Claim
1. A method of enhancing performance of a natural language system employing an initial speech recognition model and an initial action classification model, said system, during operation, engaging in a plurality of transactions, said method comprising the steps of:
- obtaining, during the operation of said system based on the initial speech recognition model and the initial action classification model, for pertinent ones of said transactions, at least audio data and associated transaction classification data; and
modifying at least one of the initial speech recognition model and the initial action classification model to obtain an iterated speech recognition model and an iterated action classification model, said modifying being based at least in part on said audio data and associated transaction classification data, so as to effect a desired change in an unisolated performance metric pertinent to performance of said natural language system.
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Accused Products
Abstract
A natural language business system and method is developed to understand the underlying meaning of a person'"'"'s speech, such as during a transaction with the business system. The system includes a speech recognition engine, and action classification engine, and a control module. The control module causes the system to execute an inventive method wherein the speech recognition and action classification models may be recursively optimized on an unisolated performance metric that is pertinent to the overall performance of the natural language business system, as opposed to the isolated model-specific criteria previously employed.
85 Citations
37 Claims
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1. A method of enhancing performance of a natural language system employing an initial speech recognition model and an initial action classification model, said system, during operation, engaging in a plurality of transactions, said method comprising the steps of:
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obtaining, during the operation of said system based on the initial speech recognition model and the initial action classification model, for pertinent ones of said transactions, at least audio data and associated transaction classification data; and
modifying at least one of the initial speech recognition model and the initial action classification model to obtain an iterated speech recognition model and an iterated action classification model, said modifying being based at least in part on said audio data and associated transaction classification data, so as to effect a desired change in an unisolated performance metric pertinent to performance of said natural language system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. An article of manufacture for enhancing performance of a natural language system employing an initial speech recognition model and an initial action classification model, said system, during operation, engaging in a plurality of transactions, the article of manufacture comprising:
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a computer readable medium containing one or more programs which when executed implement the steps of;
obtaining, during the operation of said system based on the initial speech recognition model and the initial action classification model, for pertinent ones of said transactions, at least audio data and associated transaction classification data; and
modifying at least one of the initial speech recognition model and the initial action classification model to obtain an iterated speech recognition model and an iterated action classification model, said modifying being based at least in part on said audio data and associated transaction classification data, so as to effect a desired change in an unisolated performance metric pertinent to performance of said natural language system. - View Dependent Claims (18, 19, 20)
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21. A natural language system for interfacing with:
- a processing center that conducts a plurality of verbal transactions, a speech recognition module that has an initial speech recognition model and that transcribes speech data for a first set of the transactions based on the initial speech recognition model, and an action classification module that has an initial action classification model and that classifies each of the first set of the transactions based on the transcribed speech data and the initial action classification model to generate transaction classification data, said system comprising;
a speech recognition interface configured to interface with the speech recognition module;
an action classification interface configured to interface with the action classification module; and
a control module coupled to said speech recognition interface and said action classification interface, said control module causing modification of at least one of the initial speech recognition model and the initial action classification model to obtain an iterated speech recognition model and an iterated action classification model, said modifying being based at least in part on the transcribed speech data and the transaction classification data, so as to effect a desired change in an unisolated performance metric pertinent to performance of the natural language system. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36)
- a processing center that conducts a plurality of verbal transactions, a speech recognition module that has an initial speech recognition model and that transcribes speech data for a first set of the transactions based on the initial speech recognition model, and an action classification module that has an initial action classification model and that classifies each of the first set of the transactions based on the transcribed speech data and the initial action classification model to generate transaction classification data, said system comprising;
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37. A method of gathering data pertinent to performance of a natural language system employing a speech recognition model and an action classification model, said system, during operation, engaging in a plurality of transactions, said method comprising the steps of:
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obtaining, during the operation of said system, for pertinent ones of said transactions, audio data;
automatically obtaining, during the operation of said system, for said pertinent ones of said transactions, corresponding action classification data comprising at least one of a call transfer pattern, a department type, or a transaction type; and
formatting said audio data for each of said pertinent ones of said transactions with said corresponding action classification data for each of said pertinent ones of said transactions, in a form to facilitate training of at least one of said speech recognition model and said action classification model.
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Specification