Semi-supervised training of destination map for call handling applications
First Claim
1. A method, comprising the steps of:
- establishing a destination map for use by an automated call handling engine associated with a first call handling system,wherein the first call handing system comprises a system database that comprises a plurality of caller interaction results from one or more callers, andwherein the destination map associates destinations with recognition strings from automatically recognized speech;
examining a plurality of the caller interaction results from the first call handling system;
detecting a specified characteristic in the plurality of caller interaction results, wherein the specified characteristic is associated with a level of confidence in the caller interaction results;
automatically updating the destination map using the detected specified characteristic; and
automatically associating recognized speech from a subsequent caller with a corresponding destination using the updated destination map, in any of the first call handling system or a second call handling system.
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Accused Products
Abstract
A method of semi-supervised synonym inference for a call handling application, such as automated directory assistance or call routing, is described. In one embodiment the method comprises examining a database of caller interaction results from a directory assistance system that includes an automated directory assistance engine, detecting a specified characteristic in the caller interaction results, and using the detected characteristic to automatically train a destination map, where the destination map is for use by the automated directory assistance engine in automatically mapping human speech to a destination. The detecting of the specified characteristic in the caller interaction results may include a statistical analysis of the caller interaction results for each of one or more speech recognition strings.
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Citations
21 Claims
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1. A method, comprising the steps of:
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establishing a destination map for use by an automated call handling engine associated with a first call handling system, wherein the first call handing system comprises a system database that comprises a plurality of caller interaction results from one or more callers, and wherein the destination map associates destinations with recognition strings from automatically recognized speech; examining a plurality of the caller interaction results from the first call handling system; detecting a specified characteristic in the plurality of caller interaction results, wherein the specified characteristic is associated with a level of confidence in the caller interaction results; automatically updating the destination map using the detected specified characteristic; and automatically associating recognized speech from a subsequent caller with a corresponding destination using the updated destination map, in any of the first call handling system or a second call handling system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method of automatically updating a destination map for use by an automated directory assistance engine in mapping speech of a directory assistance user to a destination, the method comprising the steps of:
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examining a plurality of caller interaction results from a directory assistance system; examining a distribution of recorded operator-selected destinations, all of which correspond to a particular recognition string output by an automatic speech recognizer in the automated directory assistance engine, the particular recognition string representing speech from one or more directory assistance users, the distribution representing a plurality of instances in which the automated directory assistance system did not correctly map a user'"'"'s speech to a destination; determining whether any of the operator-selected destinations is represented disproportionately higher than other destinations in the distribution; updating the destination map for the particular recognition string toward the at least one operator-selected destination determined to be represented disproportionately higher than other destinations in the distribution when at least one of the operator-selected destinations is determined to be represented disproportionately higher than other destinations in the distribution; and updating the automated directory assistance engine to automatically refer a user to a human directory assistance operator whenever a directory assistance user'"'"'s speech is determined to match the particular recognition string when none of the operator-selected destinations is determined to be represented disproportionately higher than other destinations in the distribution. - View Dependent Claims (10, 11)
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12. An apparatus, comprising:
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a destination map for use by an automated call handling engine associated with a first call handling system, wherein the first call handing system comprises a system database that comprises a plurality of caller interaction results from one or more callers, and wherein the destination map associates destinations with recognition strings from automatically recognized speech; means for examining the plurality of caller interaction results from the first call handling system; means for detecting a specified characteristic in the plurality of caller interaction results, wherein the specified characteristic is associated with a level of confidence in the caller interaction results; means for automatically updating the destination map using the detected specified characteristic; and means for automatically associating recognized speech from a subsequent caller with a corresponding destination using the updated destination map, in any of the first call handling system or a second call handling system. - View Dependent Claims (13, 14, 15, 16, 17, 18)
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19. A method comprising the steps of:
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examining a plurality of caller-operator interactions in a call handling system which includes an automated call handling engine, wherein the plurality of caller-operator interactions correspond to a particular speech recognition string produced by an automatic speech recognizer, wherein the particular recognition string represents speech from one or more callers, and destinations that are associated with the particular recognition string which are selected by one or more operators automatically creating a disambiguation dialog for the particular speech recognition string, based on the plurality of caller-operator interactions; and using the disambiguation dialog with at least one subsequent caller to disambiguate between candidate destinations. - View Dependent Claims (20, 21)
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Specification