Method and system for voice recognition menu navigation
First Claim
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1. A method for facilitating navigation of a voice recognition menu, the method comprising:
- in a voice recognition service having plural nodes, receiving from a user a user utterance associated with a particular one of the plural nodes;
electronically attempting to recognize the user utterance;
electronically determining a statistical likelihood that the attempt to recognize the user utterance is correct; and
evaluating the determined statistical likelihood with respect to one or more predetermined confidence levels;
if the user utterance is classified into a particular confidence level, requesting the user to restate the user utterance and attempting to recognize the restated user utterance;
counting the number of attempts to recognize the user utterance; and
automatically directing the user to a DTMF menu after a predetermined number of attempts;
wherein evaluating the determined statistical likelihood with respect to one or more predetermined confidence levels comprises electronically classifying the user utterance into one of a plurality of confidence levels based at least on the determined statistical likelihood and a set of quantitative confidence level ranges corresponding with the particular node, wherein different ones of the plural nodes have different confidence level ranges.
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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
8 Claims
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1. A method for facilitating navigation of a voice recognition menu, the method comprising:
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in a voice recognition service having plural nodes, receiving from a user a user utterance associated with a particular one of the plural nodes; electronically attempting to recognize the user utterance; electronically determining a statistical likelihood that the attempt to recognize the user utterance is correct; and evaluating the determined statistical likelihood with respect to one or more predetermined confidence levels; if the user utterance is classified into a particular confidence level, requesting the user to restate the user utterance and attempting to recognize the restated user utterance; counting the number of attempts to recognize the user utterance; and automatically directing the user to a DTMF menu after a predetermined number of attempts; wherein evaluating the determined statistical likelihood with respect to one or more predetermined confidence levels comprises electronically classifying the user utterance into one of a plurality of confidence levels based at least on the determined statistical likelihood and a set of quantitative confidence level ranges corresponding with the particular node, wherein different ones of the plural nodes have different confidence level ranges. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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Specification