Method and system for voice recognition menu navigation with error prevention and recovery
First Claim
1. A method for navigating a voice recognition menu having plural nodes, the method comprising:
- receiving a user utterance at a voice recognition service;
determining a requested node associated with the user utterance;
classifying the user utterance as having a high, medium or low confidence that the determined requested node matches the node requested by the user utterance;
advancing a high confidence utterance to a menu node associated with the high confidence utterance;
requesting confirmation of a medium confidence utterance by prompting the user with the determined requested node;
requesting the user to restate a low confidence utterances;
counting the number of attempts to determine the received user utterance; and
automatically directing the user to a DTMF menu after a predetermined number of attempts.
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Accused Products
Abstract
A method and system for error prevention and recovery of voice activated navigation through a menu having plural nodes provides situation dependent utterance verification by relating confirmation to utterance determination confidence levels. In one embodiment, a high confidence level results in implicit confirmation, a medium confidence level results in explicit confirmation and a low confidence level results in a concise interrogative prompt of a single word that requests the user to repeat the utterance. In situations where voice recognition is difficult, dual modality with DTMF navigation is provided as an option for menu selections.
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Citations
27 Claims
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1. A method for navigating a voice recognition menu having plural nodes, the method comprising:
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receiving a user utterance at a voice recognition service; determining a requested node associated with the user utterance; classifying the user utterance as having a high, medium or low confidence that the determined requested node matches the node requested by the user utterance; advancing a high confidence utterance to a menu node associated with the high confidence utterance; requesting confirmation of a medium confidence utterance by prompting the user with the determined requested node; requesting the user to restate a low confidence utterances; counting the number of attempts to determine the received user utterance; and automatically directing the user to a DTMF menu after a predetermined number of attempts. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for aiding user navigation through a voice recognition menu having plural nodes, the system comprising:
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a voice recognition response unit interfaced with a telephone network, the voice recognition response unit operable to accept a user request for a menu node submitted as a voice utterance and determine the node of the voice recognition menu associated with the voice utterance; a confidence engine interfaced with the voice recognition response unit and operable to assign one of plural confidence levels to the determination by the voice recognition response unit of the node associated with the voice utterance; an interrogate engine interfaced with the voice recognition response unit and operable to command an implicit confirmation for a first confidence level, an explicit confirmation for a second confidence level and a concise interrogative prompt for a third confidence levels; and a DTMF engine interfaced with the voice recognition response unit, the DTMF engine operable to provide a touch tone menu for selection of a requested node; wherein the voice recognition response unit further comprises a counter to count user attempts to navigate to a particular node, the counter activating the DTMF engine to provide touch tone navigation after a predetermined number of attempts. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. A method for voice activated navigation of a menu, the method comprising:
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receiving a voice request to navigate to a menu selection; determining the menu selection by comparing the voice request to a glossary of sample requests; determining a confidence level for the menu selection determination; selectively confirming the menu selection determination based on the confidence level; counting user attempts to state a menu selection; and automatically providing a DTMF menu to the user after a predetermined number of attempts. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27)
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Specification