Method and apparatus of estimating optimum dialog state timeout settings in a spoken dialog system
First Claim
1. A method, comprising:
- collecting caller responses to each of a plurality of dialog states conducted during a call;
associating timestamps with each of the caller responses received;
identifying caller response timings corresponding to the caller responses and storing the caller response timings and the timestamps in memory at a call processing server, wherein the caller response timings are a function of times when the plurality of dialog states are presented to the caller during the call and times when the caller responses to the plurality of dialog states were received and associated with the timestamps;
estimating a plurality of parameters based on the caller response timings;
selecting a response completeness value as a percentage of the total callers that have provided caller responses responsive to the estimated plurality of parameters being calculated;
calculating at least one optimal timeout value associated with the call based on the selected response completeness value;
selecting the at least one optimal timeout value; and
setting the at least one optimal timeout value at the call processing server for each of the corresponding plurality of dialog states to timeout during at least one of the call and a subsequent call.
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Accused Products
Abstract
Example embodiments of the present invention may include a method that includes collecting caller response timings to each of a plurality of dialog states conducted during a call, and estimating a plurality of parameters based on the caller response timings. The method may also include selecting a response completeness value responsive to the estimated plurality of parameters, the response completeness value is used to calculate at least one optimal timeout value. The method may also include selecting the at least one optimal timeout value, and setting the at least one optimal timeout value for each of the corresponding dialog states. The timeout value(s) may be used for subsequent calls to provide optimal user satisfaction and call success rates.
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Citations
17 Claims
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1. A method, comprising:
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collecting caller responses to each of a plurality of dialog states conducted during a call; associating timestamps with each of the caller responses received; identifying caller response timings corresponding to the caller responses and storing the caller response timings and the timestamps in memory at a call processing server, wherein the caller response timings are a function of times when the plurality of dialog states are presented to the caller during the call and times when the caller responses to the plurality of dialog states were received and associated with the timestamps; estimating a plurality of parameters based on the caller response timings; selecting a response completeness value as a percentage of the total callers that have provided caller responses responsive to the estimated plurality of parameters being calculated; calculating at least one optimal timeout value associated with the call based on the selected response completeness value; selecting the at least one optimal timeout value; and setting the at least one optimal timeout value at the call processing server for each of the corresponding plurality of dialog states to timeout during at least one of the call and a subsequent call. - View Dependent Claims (2, 3, 4, 5, 6)
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7. An apparatus, comprising:
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a receiver configured to receive caller responses to each of a plurality of dialog states conducted during a call; a memory configured to store caller response timings corresponding to the caller responses; and a processor configured to associate timestamps with each of the caller responses received; identify caller response timings corresponding to the caller responses and store the caller response timings and the timestamps in the memory, wherein the caller response timings are a function of times when the plurality of dialog states are presented to the caller during the call and times when the caller responses to the plurality of dialog states were received and associated with the timestamps, estimate a plurality of parameters based on the caller response timings, select a response completeness value as a percentage of the total callers that have provided caller responses responsive to the estimated plurality of parameters being calculated, calculate at least one optimal timeout value associated with the call based on the selected response completeness value, select the at least one optimal timeout value, and set the at least one optimal timeout value for each of the corresponding plurality of dialog states to timeout during at least one of the call and a subsequent call. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:
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collecting caller responses to each of a plurality of dialog states conducted during a call; associating timestamps with each of the caller responses received; identifying caller response timings corresponding to the caller responses and storing the caller response timings and the timestamps in memory at a call processing server, wherein the caller response timings are a function of times when the plurality of dialog states are presented to the caller during the call and times when the caller responses to the plurality of dialog states were received and associated with the timestamps; estimating a plurality of parameters based on the caller response timings; selecting a response completeness value as a percentage of the total callers that have provided caller responses responsive to the estimated plurality of parameters being calculated; calculating at least one optimal timeout value associated with the call based on the selected response completeness value; selecting the at least one optimal timeout value; and setting the at least one optimal timeout value at the call processing server for each of the corresponding plurality of dialog states to timeout during at least one of the call and a subsequent call. - View Dependent Claims (14, 15, 16, 17)
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Specification