System and method for facilitating call routing using speech recognition

• US 7,653,549 B2
• Filed: 08/06/2007
• Issued: 01/26/2010
• Est. Priority Date: 09/16/2004
• Status: Active Grant

• Current Assignee: Interactions, LLC
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Bushey, Robert R., Knott, Benjamin A., Martin, John M.
• Primary Examiner(s): Lerner; Martin
• Application Number:
  US11/834,520
• Publication Number:
  US 20080040118A1
• Time in Patent Office: 904 Days
• Field of Search: 704/251, 704/270, 704/275, 379/88.03, 379/1.02, 379/10.03, 379/88.18
• US Class Current: 704/275
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308

Abstract

A computer-implemented method is described for optimizing prompts for a speech-enabled application. The speech-enabled application is operable to receive communications from a number of users and communicate one or more prompts to each user to illicit a response from the user that indicates the purpose of the user'"'"'s communication. The method includes determining a number of prompt alternatives (each including one or more prompts) to evaluate and determining an evaluation period for each prompt alternative. The method also includes automatically presenting each prompt alternative to users during the associated evaluation period and automatically recording the results of user responses to each prompt alternative. Furthermore, the method includes automatically analyzing the recorded results for each prompt alternative based on one or more performance criteria and automatically implementing one of the prompt alternatives based on the analysis of the recorded results.

Claims

1. A computer-implemented method for optimizing prompts for a speech-enabled application, the method comprising:

presenting a plurality of prompt alternatives to one or more users;

analyzing the responses for each prompt alternative based on one or more performance criteria; and

implementing one of the prompt alternatives based on said analyzing;

wherein one or more of the prompt alternatives comprise a combination of prompts and wherein the method further comprises determining the order in which to present the prompts in the combination.

2. The method of claim 1, wherein said presenting further comprising presenting the plurality of prompt alternatives to one or more users during an evaluation period wherein the evaluation period comprises the period during which a selected number of user communications are received at the speech-enabled application.

3. The method of claim 2, wherein the evaluation period comprises a selected length of time.

4. The method of claim 1, further comprising recording one or more results of one or more responses including recording the number of direct routes that result from the user responses to each prompt alternative.

5. The method of claim 4, wherein analyzing the responses for each prompt alternative comprises determining which prompt alternative has the highest percentage of direct routes.

6. The method of claim 1, wherein:

the speech-enabled application is operable to match one or more user responses with an action-object based on one or more salient terms in the user responses that are associated with the action-object; and

recording one or more results of one or more responses comprises recording the number of user responses that the speech-enabled application is able to match with an action-object.

7. The method of claim 6, wherein analyzing the recorded results for each prompt alternative comprises determining which prompt alternative has the highest percentage of responses that the speech-enabled application is able to match with an action-object.

8. The method of claim 1, wherein the speech-enabled application comprises a call center.

9. The method of claim 1, wherein the steps of the method are repeating periodically after implementation of the speech-enabled application.

10. A system for optimizing prompts for a speech-enabled application, the system comprising:

a dialog module operable to present each of a plurality of prompt alternatives to one or more users during the associated evaluation period wherein one or more of the prompt alternatives comprise a combination of prompts;

a test analysis module operable to;

analyze responses for each prompt alternative based on one or more performance criteria; and

implement one of the prompt alternatives based on the analysis of the recorded results; and

a test control module operable to determine the order in which to present the prompts in the combination.

11. The system of claim 10, wherein the test control module is further operable to determine an evaluation period for each prompt alternative, wherein the evaluation period comprises a period during which a selected number of user communications are received at the speech-enabled application.

12. The system of claim 10, wherein the test control module is further operable to determine an evaluation period for each prompt alternative, wherein the evaluation period comprises a selected length of time.

13. The system of claim 10, wherein the dialog module is further operable to record one or more results of one or more of the response responses including recording the number of direct routes that result from the user responses to each prompt alternative.

14. The system of claim 13, wherein analyzing the responses comprises determining which prompt alternative has the highest percentage of direct routes.

15. The system of claim 10, wherein:

the speech-enabled application is operable to match one or more user responses with an action-object based on one or more salient terms in the user responses that are associated with the action-object; and

recording one or more results of one or more responses comprises recording the number of user responses that the speech-enabled application is able to match with an action-object.

16. The system of claim 15, wherein analyzing the recorded results for each prompt alternative comprises determining which prompt alternative has the highest percentage of responses that the speech-enabled application is able to match with an action-object.

17. The system of claim 10, wherein the speech-enabled application comprises a call center.

18. Software for optimizing prompts for a speech-enabled application, the software embodied in a computer-readable medium and when executed operable to:

present each of a plurality of prompt alternatives to one or more users during the associated evaluation period wherein one or more of the prompt alternatives comprise a combination of prompts;

record responses to each prompt alternative received from the users;

analyze the responses based on one or more performance criteria;

determine the order in which to present the prompts in the combination; and

implement one of the prompt alternatives based on the analysis of the recorded results.

19. The software of claim 18, wherein the software when executed is further operable to determine an evaluation period for each prompt alternative and wherein presenting the prompt alternatives comprises presenting the prompt alternatives during the evaluation period, wherein the evaluation period comprises a period during which a selected number of users communicate with the speech-enabled application.

20. The software of claim 18, wherein the software when executed is further operable to determine an evaluation period for each prompt alternative and wherein presenting the prompt alternatives comprises presenting the prompt alternatives during the evaluation period wherein the evaluation period comprises a selected length of time.

21. The software of claim 18, wherein said recording comprises recording a number of direct routes that result from the user responses to each prompt alternative.

22. The software of claim 21, wherein said analyzing comprises determining which prompt alternative has the highest percentage of direct routes.

23. The software of claim 18, wherein:

the speech-enabled application is operable to match one or more user responses with an action-object based on one or more salient terms in the user responses that are associated with the action-object; and

said recording comprises recording a number of user responses that the speech-enabled application is able to match with an action-object.

24. The software of claim 23, wherein said analyzing comprises determining which prompt alternative has the highest percentage of responses that the speech- enabled application is able to match with an action-object.

25. The software of claim 18, wherein the speech-enabled application comprises a call center.