Method and apparatus for generating a speech-recognition-based call-routing system
First Claim
1. A computerized method for electronically directing a call to a class, such that an utterance spoken by a speaker and received by a call-routing system is classified by the call-routing system as being associated with the class, such that the call-routing system includes a speech-recognition module, a feature-extraction module, and a classification module, the method comprising:
- extracting features from recognized speech;
weighting elements of a feature vector with respective speech-recognition scores, wherein each element is associated with one of the features and each element is a number of times the element'"'"'s associated feature is included in the recognized speech;
ranking classes to which the features are associated based at least in part on the elements of the feature vector; and
electronically directing the call to a highest-ranking class.
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Accused Products
Abstract
A computerized method is provided for electronically directing a call to a class, such that an utterance spoken by a speaker and received by a call-routing system is classified by the call-routing system as being associated with the class, such that the call-routing system includes a speech-recognition module, a feature-extraction module, and a classification module. The method includes extracting features from recognized speech; weighting elements of a feature vector with respective speech-recognition scores, wherein each weighting element is associated with one of the features; ranking classes to which the features are associated; and electronically directing the call to a highest-ranking class.
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Citations
30 Claims
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1. A computerized method for electronically directing a call to a class, such that an utterance spoken by a speaker and received by a call-routing system is classified by the call-routing system as being associated with the class, such that the call-routing system includes a speech-recognition module, a feature-extraction module, and a classification module, the method comprising:
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extracting features from recognized speech; weighting elements of a feature vector with respective speech-recognition scores, wherein each element is associated with one of the features and each element is a number of times the element'"'"'s associated feature is included in the recognized speech; ranking classes to which the features are associated based at least in part on the elements of the feature vector; and electronically directing the call to a highest-ranking class. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computerized method for electronically directing a call to a class, such that an utterance spoken by a speaker and received by a call-routing system is classified by the call-routing system as being associated with the class, such that the call-routing system includes a speech-recognition module, a feature-extraction module, and a classification module, the method comprising:
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extracting sets of features from respective speech-recognition results; generating a feature vector for each set of features, wherein; each feature vector includes a set of elements, each element of a feature vector is associated with a corresponding one of the features in the sets of features associated with the feature vector, and each element is a number of times the element'"'"'s associated feature is included in an associated speech-recognition result; weighting elements of each feature vector with respective weighting factors; summing the feature vectors to generate a final feature vector; ranking classes associated with the features based on the final feature vector; and electronically directing the call to a highest-ranking class. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
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18. A computerized method for electronically directing a call to a class, such that an utterance spoken by a speaker and received by a call-routing system is classified by the call-routing system as being associated with the class, such that the call-routing system includes a speech-recognition module, a feature-extraction module, and a classification module, the method comprising:
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extracting sets of features from respective speech-recognition results; generating a feature vector for each set of features, wherein; each feature vector includes a set of elements, each element of a feature vector is associated with a corresponding one of the features in the sets of features associated with the feature vector, and each element is a number of times the element'"'"'s associated feature is included in an associated speech-recognition result; generating a ranked list for each feature vector based at least in part on the elements of each feature vector; combining the ranked lists; and electronically directing the call to a highest scoring class. - View Dependent Claims (19, 20, 21, 22, 23, 24)
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25. A call-routing system for electronically directing a call to a class, the system comprising:
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a speech-recognition module configured to generate nbest sequences of words based on an utterance spoken by a caller; a feature-extraction module configured to generate features vectors for the nbest sequences of words, wherein; each feature vector includes a set of elements, each element of a feature vector is associated with a corresponding one of the features of the feature vector, and each element is a number of times the element'"'"'s associated feature is included in an associated speech-recognition result in the nbest sequences of words; and a classification module configured to form a ranked list of classes for the feature vectors based at least in part on the elements of each feature vector, and direct the call to a highest-ranking class in the ranked list of classes. - View Dependent Claims (26, 27, 28, 29, 30)
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Specification