Numeric weighting of error recovery prompts for transfer to a human agent from an automated speech response system
First Claim
1. A computer-implemented method used in conjunction with an automated speech response system, the method comprising:
- during an interactive dialog session between a user and an automated speech response system, determining a plurality of user responses to dialog prompts;
detecting non-valid user responses from the plurality of user responses;
assigning error weights to the non-valid user responses, wherein different non-valid user responses are assigned different error weights;
for each one of the non-valid user responses, adjusting an error score for the interactive dialog session based upon the error weight assigned to the one of the non-valid user responses; and
when a value of said error score exceeds a previously established error threshold, automatically transferring said user from the automated speech response system to a human agent.
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Accused Products
Abstract
A method for a speech response system to automatically transfer users to human agents. The method can establish an interactive dialog session between a user and an automated speech response system. An error score can be established when the interactive dialog session is initiated. During the interactive dialog session, responses to dialog prompts can be received. Error weights can be assigned to receive responses determined to be non-valid responses. Different non-valid responses can be assigned different error weights. For each non-valid response, the assigned error weight can be added to the error score. When a value of the error score exceeds a previously established error threshold, a user can be automatically transferred from the automated speech response system to a human agent.
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Citations
18 Claims
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1. A computer-implemented method used in conjunction with an automated speech response system, the method comprising:
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during an interactive dialog session between a user and an automated speech response system, determining a plurality of user responses to dialog prompts; detecting non-valid user responses from the plurality of user responses; assigning error weights to the non-valid user responses, wherein different non-valid user responses are assigned different error weights; for each one of the non-valid user responses, adjusting an error score for the interactive dialog session based upon the error weight assigned to the one of the non-valid user responses; and when a value of said error score exceeds a previously established error threshold, automatically transferring said user from the automated speech response system to a human agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A computer-implemented method for automatically transferring a user from a speech response system to a human agent, the method comprising:
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during a dialog session, presenting a prompt to a user; receiving and processing a response from the user to the prompt; and when the response is a non-valid user response, assigning an error weight to the non-valid user response, wherein different non-valid user responses are assigned different error weights; adding the error weight to an error score for the dialog session; comparing the error score to an error threshold; and automatically transferring the user to a human agent when the error score exceeds the error threshold. - View Dependent Claims (14, 15, 16, 17)
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18. A speech response system comprising at least one processor programmed to:
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detect user error responses during an interactive session; for each detected user error response, add to an error score for the interactive session an error weight associated with the user error response, wherein different error weights are assigned to different user error responses; and automatically transfer a user to a human agent when the error score for the interactive session exceeds an error threshold.
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Specification