VOICE RESPONSE SYSTEM
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Accused Products
Abstract
A voice response system attempts to respond to spoken user input and to provide computer-generated responses. If the system decides it cannot provide valid responses, the current state of user session is determined and forwarded to a human operator for further action. The system maintains a recorded history of the session in the form of a dialog history log. The dialog history and information as to the reliability of past speech recognition efforts is employed in making the current state determination. The system includes formatting rules for controlling the display of information presented to the human operator.
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Citations
27 Claims
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1-12. -12. (canceled)
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13. A voice interactive system for responding to a voice inquiry from a user, comprising:
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a voice interactive unit for recognizing voice from a user and providing responses to the inquiry; a dialog history log for storing a record of a dialog between the voice interactive unit and the user; a dialog state diagram definition file for defining each dialog state and information regarding at least display; a dialog state determination model for determining a current dialog state according to a dialog history log from a service start time to a current time and a dialog state from the service start time to the current time; a dialog information analyzing unit, responsive to a determination by the voice interactive unit that it cannot provide a valid response to the user, for estimating a current dialog state between the user and the voice interactive unit based on the dialog history log and the dialog state determination model; and a dialog state display unit for displaying the dialog state diagram according to the dialog state diagram definition file, and for visually presenting the estimated dialog state on said dialog state diagram to an operator. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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21. A computer program product for responding to a voice inquiry from a user, causing a computer to execute:
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a voice interaction step of recognizing voice from the user, and responding to the inquiry; a dialog history log storing step of storing a dialog history with the user in a dialog history log in the voice interaction step; responsive to a determination the system cannot provide a valid system response to spoken input items, a dialog information analyzing step of estimating a current dialog state of the user in the voice interaction step, based on the dialog history log and the dialog state determination model for determining a current dialog state according to the dialog history log from the service start time to the current time and the dialog state form the service start time to the current time; and a dialog state displaying step of displaying a dialog state diagram according to a dialog state diagram definition file defining each dialog state and at least information regarding display, and visually presenting the estimated dialog state on the dialog state diagram to an operator. - View Dependent Claims (22, 23, 24, 25, 26)
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27. A computer readable medium where a computer program for voice dialog in response to inquiries by voices from users, recording the computer program for causing a computer to function as:
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a voice dialog code means for recognizing voices from the users and for responding to the inquiries; a dialog history log storage code means for storing a dialog history with the user in the voice dialog code means; a dialog information analysis code means for estimating the present dialog state in the voice dialog code means by the user based on the dialog history log, and a dialog state determination model for determining the current dialog state according to the dialog history log from the service start time to the current time and the dialog state from the service start time to the current time, according to the determination as inability to respond in the voice dialog code means; and a dialog state display code means for displaying a dialog state diagram according to a dialog state diagram definition file for defining each dialog state and information regarding at least display, and visually presenting the dialog state estimated in the dialog state diagram to an operator.
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Specification