Automatic creation of complex conversational natural language call routing system for call centers
First Claim
1. A computer implemented method for creating a call routing system, the computer implemented method comprising:
- receiving a set of initial target classes and a corresponding set of topic descriptions;
identifying non-overlapping semantic tokens from the set of topic descriptions;
identifying a set of clear target classes from the non-overlapping semantic tokens and the set of initial target classes;
identifying overlapping semantic tokens from the set of topic descriptions;
identifying a set of vague classes from the overlapping semantic tokens and the initial target classes;
generating a set of disambiguation dialogues and a set of grammar prompts according to the non-overlapping semantic tokens; and
creating the call routing system based on the set of clear target classes, the set of vague target classes, and the set of disambiguation dialogues.
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Accused Products
Abstract
A call routing system is created by receiving a set of initial target classes and a corresponding set of topic descriptions. Non-overlapping semantic tokens in the set of topic descriptions are identified. A set of clear target classes from the non-overlapping semantic tokens and the initial target classes is identified. Overlapping semantic tokens from the set of topic descriptions are identified. A set of vague classes is identified from the overlapping semantic tokens and the initial target classes. A set of disambiguation dialogues and a set of grammar prompts is generated according to the overlapping and non-overlapping semantic tokens. The call routing system is then created based on the set of clear target classes, the set of vague target classes, and the set of disambiguation dialogues.
24 Citations
24 Claims
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1. A computer implemented method for creating a call routing system, the computer implemented method comprising:
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receiving a set of initial target classes and a corresponding set of topic descriptions; identifying non-overlapping semantic tokens from the set of topic descriptions; identifying a set of clear target classes from the non-overlapping semantic tokens and the set of initial target classes; identifying overlapping semantic tokens from the set of topic descriptions; identifying a set of vague classes from the overlapping semantic tokens and the initial target classes; generating a set of disambiguation dialogues and a set of grammar prompts according to the non-overlapping semantic tokens; and creating the call routing system based on the set of clear target classes, the set of vague target classes, and the set of disambiguation dialogues. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A computer implemented method for routing a call through a call routing system, comprising:
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receiving a spoken speech input from a user; converting the spoken speech input into a converted input; classifying the converted input into one of a set of clear target classes or one of a set of vague classes, wherein each of the set of vague classes comprises a plurality of the set of clear target classes, wherein each of the set of vague classes is an overlap of the plurality of clear targets classes in semantic space; responsive to classifying the converted input as one of the set of vague classes, presenting a set of disambiguation dialogues and a set of grammar prompts to differentiate one of the plurality of clear target classes from the plurality of clear targets classes in semantic space; and responsive to classifying the converted input as one of the set of clear target classes, routing the call to a destination within the call routing system. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A tangible computer storage type medium having a computer program product encoded thereon for creating a call routing system, the computer program product comprising:
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computer usable instructions for receiving a set of initial target classes and a corresponding set of topic descriptions; computer usable instructions for identifying non-overlapping semantic tokens from the set of topic descriptions; computer usable instructions for identifying a set of clear target classes from the non-overlapping semantic tokens and the initial target classes; computer usable instructions for identifying overlapping semantic tokens from the set of topic descriptions; computer usable instructions for identifying a set of vague classes from the overlapping semantic tokens and the initial target classes; computer usable instructions for generating a set of disambiguation dialogues and a set of grammar prompts according to the non-overlapping semantic tokens; and computer usable instructions for creating the call routing system based on the set of clear target classes, the set of vague target classes, and the set of disambiguation dialogues. - View Dependent Claims (14, 15, 16, 17, 18)
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19. A data processing system comprising:
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a bus; a storage connected to the bus, the storage having a computer program product encoded thereon for creating a call routing system; and a processor connected to the bus, wherein the processor executes the computer program product to receive a set of initial target classes and a corresponding set of topic descriptions;
to identify non-overlapping semantic tokens the set of topic descriptions;
to identify a set of clear target classes from the non-overlapping semantic tokens and the initial target classes;
to identify overlapping semantic tokens from the set of topic descriptions;
to identify a set of vague classes from the overlapping semantic tokens and the initial target classes;
to generate a set of disambiguation dialogues and a set of grammar prompts according to the non-overlapping semantic tokens; and
to create the call routing system based on the set of clear target classes, the set of vague target classes, and the set of disambiguation dialogues. - View Dependent Claims (20, 21, 22, 23, 24)
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Specification