DIRECTORY ASSISTANCE DIALOG WITH CONFIGURATION SWITCHES TO SWITCH FROM AUTOMATED SPEECH RECOGNITION TO OPERATOR-ASSISTED DIALOG
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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.
14 Citations
29 Claims
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1-12. -12. (canceled)
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13. A method of facilitating a dialog for a caller, the dialog being switchable from an automated speech recognition (ASR) path to an operator-assisted (OP) path, the method comprising:
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providing a series of one or more ASR sub-dialogs, each sub-dialog including a prompt requesting information from the caller and a response from the caller;
performing an ASR analysis of each received response, wherein each ASR analysis may be successful or unsuccessful;
after each ASR sub-dialog, branching the dialog to the OP path if the ASR analysis for that sub-dialog is not successful; and
providing a configuration switch after a particular ASR sub-dialog that can be set to branch unconditionally the dialog to the OP path for one or more subsequent ASR sub-dialogs even if the ASR analysis for the caller'"'"'s response in the particular ASR sub-dialog is successful. - View Dependent Claims (14, 15, 16, 17, 18, 19)
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20. A method of facilitating a dialog for a caller, the dialog being switchable from an automated speech recognition (ASR) path to an operator-assisted (OP) path, the method comprising:
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facilitating a first ASR sub-dialog with a caller and performing a first ASR analysis of a response received from the caller during the first ASR sub-dialog;
if the first ASR analysis is unsuccessful, automatically branching the dialog to the OP path;
determining whether a configuration switch is set to branch the dialog to the OP path after the first ASR analysis even if the first ASR analysis is successful;
if the first ASR analysis is successful, and if the configuration switch is set to branch the dialog to the OP path, unconditionally branching the dialog to the OP path prior to a second ASR sub-dialog; and
if the first ASR analysis is successful, and if the configuration switch is not set to branch the dialog to the OP path, proceeding to the second ASR sub-dialog. - View Dependent Claims (21, 22, 23, 24)
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25. A computer-readable medium having computer-executable instructions for facilitating a dialog for a caller, the dialog being switchable from an automated speech recognition (ASR) path to an operator-assisted (OP) path, comprising:
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instructions for facilitating a series of one or more ASR sub-dialogs, each sub-dialog including a prompt requesting information from the caller and a response from the caller;
instructions for performing an ASR analysis of each received response, wherein each ASR analysis may be successful or unsuccessful;
instructions for branching the dialog to the OP path if the ASR analysis for a particular ASR sub-dialog is not successful; and
instructions for providing a configuration switch after a particular ASR sub-dialog that can be set to branch the dialog unconditionally to the OP path for one or more subsequent ASR sub-dialogs even if the ASR analysis for the caller'"'"'s response in the particular ASR sub-dialog is successful. - View Dependent Claims (26, 27, 28, 29)
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Specification