Method for providing a linguistically competent dialogue with a computerized service representative
First Claim
1. For use in cooperation with a computer database, a method for providing a user with a perception of a linguistically competent dialogue with a computerized service representative so as to perform a desired task, the method comprising:
- modeling the desired task as a plurality of database slots, each one of the plurality of database slots fillable by one of a predetermined set of database word values recognized in utterances of the user in accordance with a predetermined set of user utterance recognition rules;
following each user utterance, opportunistically filling in the database slots with recognized database word values; and
following each user utterance, generating a responsive utterance in accordance with a predetermined set of condition-action rules based on logical combinations of filled database slots thereby providing to the user said perception of a linguistically competent dialogue while eliciting further information from the user to complete the desired task.
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Accused Products
Abstract
Desired tasks are modeled as a plurality of database slots. Each of the slots is opportunistically fillable by a predetermined set of values in accordance with a predetermined set of user utterance recognition rules. The user utterance recognition rules include a first layer which recognizes questions and commands based upon co-occurrences of key words in a sentence, removes corresponding database slot values and generates a supplemental utterance. A second layer recognizes database word values irrespective of sentence context and fills the slot appropriately. Responsive utterances are generated in accordance with a predetermined set of condition-action rules. The condition-action rules are based on logical combinations of filled slot values and, in operation, provide a user with the desired perception of a linguistically competent dialog while at the same time eliciting further information to complete a desired task.
68 Citations
5 Claims
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1. For use in cooperation with a computer database, a method for providing a user with a perception of a linguistically competent dialogue with a computerized service representative so as to perform a desired task, the method comprising:
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modeling the desired task as a plurality of database slots, each one of the plurality of database slots fillable by one of a predetermined set of database word values recognized in utterances of the user in accordance with a predetermined set of user utterance recognition rules; following each user utterance, opportunistically filling in the database slots with recognized database word values; and following each user utterance, generating a responsive utterance in accordance with a predetermined set of condition-action rules based on logical combinations of filled database slots thereby providing to the user said perception of a linguistically competent dialogue while eliciting further information from the user to complete the desired task. - View Dependent Claims (2)
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3. For use in cooperation with a computer database, a method for providing a telephone customer with a perception of a linguistically competent dialogue with a computerized service representative so as to effect a telephone service request, the method comprising:
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modeling available telephone service requests as a plurality of database slots, each one of the plurality of database slots fillable by one of a predetermined set of database word values recognized in utterances of the telephone customer in accordance with a predetermined set of telephone customer utterance recognition rules; following each telephone customer utterance, opportunistically filling in the database slots with recognized database word values; and following each telephone customer utterance, generating a responsive utterance in accordance with a predetermined set of condition-action rules based on logical combinations of filled database slots thereby providing to the telephone customer said perception of a linguistically competent dialogue while eliciting further information from the telephone customer to complete the telephone service request. - View Dependent Claims (4, 5)
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Specification