Computer-implemented voice response method using a dialog state diagram to facilitate operator intervention
First Claim
1. A method for providing voice responses to spoken input items received from a user during a session between the user and a voice response system, comprising:
- providing computer recognition of spoken input items;
providing system responses to spoken input items;
storing, in a dialog history log, a record of recognized spoken input items and system responses thereto, said record representing a dialog history;
responsive to a determination that the system cannot provide a valid system response to spoken input items, using a dialog state determination model to determine the current state of the dialog with the user based on the dialog history log and a dialog state diagram definition file defining each expected dialog state for the session;
forwarding the determined current dialog state to a visual information display remote from the user for use by a human operator other than the user; and
forwarding a dialog state diagram including a representation of each dialog state defined by the dialog state diagram definition file, including at least one dialog state, other than a transition between dialog states, not yet entered during the session, to the visual information display for use by the human operator.
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Abstract
A voice response system attempts to respond to spoken user input and to provide computer-generated responses. If the system decides it cannot provide valid responses, the current state of user session is determined and forwarded to a human operator for further action. The system maintains a recorded history of the session in the form of a dialog history log. The dialog history and information as to the reliability of past speech recognition efforts is employed in making the current state determination. The system includes formatting rules for controlling the display of information presented to the human operator.
69 Citations
6 Claims
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1. A method for providing voice responses to spoken input items received from a user during a session between the user and a voice response system, comprising:
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providing computer recognition of spoken input items; providing system responses to spoken input items; storing, in a dialog history log, a record of recognized spoken input items and system responses thereto, said record representing a dialog history; responsive to a determination that the system cannot provide a valid system response to spoken input items, using a dialog state determination model to determine the current state of the dialog with the user based on the dialog history log and a dialog state diagram definition file defining each expected dialog state for the session; forwarding the determined current dialog state to a visual information display remote from the user for use by a human operator other than the user; and forwarding a dialog state diagram including a representation of each dialog state defined by the dialog state diagram definition file, including at least one dialog state, other than a transition between dialog states, not yet entered during the session, to the visual information display for use by the human operator. - View Dependent Claims (2, 3, 4, 5, 6)
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Specification