Directory assistance dialog with configuration switches to switch from automated speech recognition to operator-assisted dialog
First Claim
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1. A method of providing a caller with a directory assistance dialog, the dialog being switchable from an automated speech recognition (ASR) path to an operator-assisted (OP) path, comprising:
- providing a series of ASR sub-dialogs, the sub-dialogs including at least a sub-dialog operable to perform each of the following tasks;
prompting the caller for a location response and applying ASR to the location response, and prompting the caller for a listing response and applying ASR to the listing response;
after each ASR sub-dialog, branching to the OP path if the ASR for that sub-dialog is not successful; and
providing a particular configuration switch after a particular ASR sub-dialog having a particular prompt that could be set to cause the remaining dialog to branch to the OP path even if the ASR applied to the caller'"'"'s response to the particular prompt is successful, such that after the step of applying the ASR to the caller'"'"'s response to the particular prompt, and before a remaining prompting step, there are both a conditional decision based on the success or failure of the applying step, and an application of the particular configuration switch;
wherein the particular configuration switch is controlled based at least on ASR success rates for previously received caller responses to an ASR prompt following the particular prompt in the series of ASR sub-dialogs.
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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.
27 Citations
20 Claims
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1. A method of providing a caller with a directory assistance dialog, the dialog being switchable from an automated speech recognition (ASR) path to an operator-assisted (OP) path, comprising:
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providing a series of ASR sub-dialogs, the sub-dialogs including at least a sub-dialog operable to perform each of the following tasks;
prompting the caller for a location response and applying ASR to the location response, and prompting the caller for a listing response and applying ASR to the listing response;after each ASR sub-dialog, branching to the OP path if the ASR for that sub-dialog is not successful; and providing a particular configuration switch after a particular ASR sub-dialog having a particular prompt that could be set to cause the remaining dialog to branch to the OP path even if the ASR applied to the caller'"'"'s response to the particular prompt is successful, such that after the step of applying the ASR to the caller'"'"'s response to the particular prompt, and before a remaining prompting step, there are both a conditional decision based on the success or failure of the applying step, and an application of the particular configuration switch; wherein the particular configuration switch is controlled based at least on ASR success rates for previously received caller responses to an ASR prompt following the particular prompt in the series of ASR sub-dialogs. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 19)
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11. A computer-implemented directory assistance system for providing a caller with a directory assistance dialog, the dialog being switchable from an automated speech recognition (ASR) path to an operator-assisted (OP) path, the system comprising:
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a series of ASR sub-dialog processes, the sub-dialogs including at least a sub-dialog operable to perform each of the following tasks;
prompting the caller for a location response and applying ASR to the location response, and prompting the caller for a listing response and applying ASR to the listing response;a conditional decision process after each ASR sub-dialog, operable to branch the dialog to the OP path if the ASR for that sub-dialog is not successful; after at least one ASR sub-dialog, a particular configuration switch that could be set to cause the remaining dialog to branch to the OP path even if the ASR applied to the caller'"'"'s response to a particular prompt is successful, such that after the step of applying the ASR to the caller'"'"'s response to the particular prompt, and before a remaining prompting step, there are both a conditional decision based on the success or failure of the applying step, and an application of the particular configuration switch; wherein the particular configuration switch is controlled based at least on ASR success rates for previously received caller responses to an ASR prompt following the particular prompt in the series of ASR sub-dialog processes. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 20)
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Specification