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Using web FAQ data for creating self-service speech applications

  • US 7,467,090 B1
  • Filed: 02/27/2008
  • Issued: 12/16/2008
  • Est. Priority Date: 02/27/2008
  • Status: Expired due to Fees
First Claim
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1. A method of using web data for telephone self-service, via a speech application, said method comprising:

  • pulling scripts for frequently-asked issues for all problem types from a relevant web domain using a web crawler;

    automatically parsing a content of said frequently-asked issues into speech acts relevant to a speech domain, by picking out verbs, verb phrases, nouns, noun phrases, adjective phrases, or adjunct clauses;

    reformatting said speech acts;

    creating a different number of steps corresponding to said speech acts,wherein a causality function is preserved, by keeping a sequential order of said verbs associated with said speech acts;

    analyzing all said speech acts corresponding to a specific problem;

    categorizing all said speech acts corresponding to said specific problem into multiples numbers of classes by counting, corresponding to different ranges of complexity of steps, based on a typical human'"'"'s short-term memory limitations and recollection, wherein the classes comprise simple, medium, complex, and complex-complex;

    playing back a script of a content corresponding to said specific problem, according to said categorized classes, problem type of said specific problem, and frequently-asked issue associated with said specific problem; and

    providing a user interface for a user, to enable said user control and navigate said play back.

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