System and method of dialog trajectory analysis
First Claim
1. A method comprising:
- receiving call-logs associated with a plurality of dialogs between a dialog system and a user;
receiving external information about the user;
extracting a first portion of turn-by-turn details of dialogs from the call-logs comprising a time stamp associated with a turn in the plurality of dialogs;
identifying, via a processor, a second portion of the turn-by-turn details based on the first portion of the turn-by-turn details using a call-flow specification, wherein the second portion is unavailable in the call-logs and wherein the second portion comprises an interleaved sequence of two attributes which characterize a system state and a user response; and
generating an empirical call-flow representation of one of the dialogs between the dialog system and the user based on the first portion, the second portion, and the external information, wherein the empirical call-flow representation places emphasis on a selection of the one dialog, wherein the selection is modified when there is an option for an expanded view and when a change has occurred from a reference period associated with the call-logs and a current period.
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Accused Products
Abstract
The invention comprises computer-readable media, methods and systems for performing a dialog analysis and using that analysis to release an updated spoken dialog system. The method embodiment of the invention comprises receiving data associated with dialogs, extracting turn by turn details of the dialog and generating from the extracted details an empirical call-flow representation of the dialog. The call data may be call-logs and user audio. The empirical call-flow representation may be a finite-state machine with nodes that represent call-states and the arcs between nodes represent user responses. Nodes may also represent sub-dialogs. The call-flow representation is presented graphically to a user for easier analysis and understanding. Significant changes in the dialog can be identified as hot-spots for improvement in the next release of the spoken dialog system.
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Citations
18 Claims
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1. A method comprising:
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receiving call-logs associated with a plurality of dialogs between a dialog system and a user; receiving external information about the user; extracting a first portion of turn-by-turn details of dialogs from the call-logs comprising a time stamp associated with a turn in the plurality of dialogs; identifying, via a processor, a second portion of the turn-by-turn details based on the first portion of the turn-by-turn details using a call-flow specification, wherein the second portion is unavailable in the call-logs and wherein the second portion comprises an interleaved sequence of two attributes which characterize a system state and a user response; and generating an empirical call-flow representation of one of the dialogs between the dialog system and the user based on the first portion, the second portion, and the external information, wherein the empirical call-flow representation places emphasis on a selection of the one dialog, wherein the selection is modified when there is an option for an expanded view and when a change has occurred from a reference period associated with the call-logs and a current period. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system comprising:
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a processor; and a computer-readable storage medium having instructions stored which, when executed by the processor, cause the processor to perform operations comprising; receiving call-logs associated with a plurality of dialogs between a dialog system and a user; receiving external information about the user; extracting a first portion of turn-by-turn details of dialogs from the call-logs comprising a time stamp associated with a turn in the plurality of dialogs; identifying, via a processor, a second portion of the turn-by-turn details based on the first portion of the turn-by-turn details using a call-flow specification, wherein the second portion is unavailable in the call-logs and wherein the second portion comprises an interleaved sequence of two attributes which characterize a system state and a user response; and generating an empirical call-flow representation of one of the dialogs between the dialog system and the user based on the first portion, the second portion, and the external information, wherein the empirical call-flow representation places emphasis on a selection of the one dialog, wherein the selection is modified when there is an option for an expanded view and when a change has occurred from a reference period associated with the call-logs and a current period. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A computer-readable storage device having instructions stored which, when executed by a computing device, cause the computing device to perform operations comprising:
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receiving call-logs associated with a plurality of dialogs between a dialog system and a user; receiving external information about the user; extracting a first portion of turn-by-turn details of dialogs from the call-logs comprising a time stamp associated with a turn in the plurality of dialogs; identifying, via a processor, a second portion of the turn-by-turn details based on the first portion of the turn-by-turn details using a call-flow specification, wherein the second portion is unavailable in the call-logs and wherein the second portion comprises an interleaved sequence of two attributes which characterize a system state and a user response; and generating an empirical call-flow representation of one of the dialogs between the dialog system and the user based on the first portion, the second portion, and the external information, wherein the empirical call-flow representation places emphasis on a selection of the one dialog, wherein the selection is modified when there is an option for an expanded view and when a change has occurred from a reference period associated with the call-logs and a current period. - View Dependent Claims (14, 15, 16, 17, 18)
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Specification