System and method for processing speech
First Claim
Patent Images
1. A system comprising:
- a memory; and
a processor coupled to the memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to perform operations comprising;
converting an audio input of a call to text;
determining a first set of objects and a second set of actions from the text;
determining that a particular object of the first set is included in a first portion of a synonym table;
replacing the particular object in the first set with a synonym for the particular object from the synonym table to form a modified first set;
pairing an object from the modified first set with an action from the second set to form an object-action pair; and
routing the call based on the object-action pair.
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Abstract
Systems and methods for processing audio are provided. The system may include a processor to convert an audio input received via a call to text. The processor may perform a comparison between a portion of the text to one or more phrases included in a table. The processor may also make a selection of at least one of a first object or a first action based on the comparison. The processor may further route the call based on the at least one of the first object or the first action.
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Citations
20 Claims
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1. A system comprising:
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a memory; and a processor coupled to the memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to perform operations comprising; converting an audio input of a call to text; determining a first set of objects and a second set of actions from the text; determining that a particular object of the first set is included in a first portion of a synonym table; replacing the particular object in the first set with a synonym for the particular object from the synonym table to form a modified first set; pairing an object from the modified first set with an action from the second set to form an object-action pair; and routing the call based on the object-action pair. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method comprising:
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converting, at a call routing system, an audio input of a call to text; determining a first set of objects and a second set of actions from the text at the call routing system; determining, at the call routing system, that a particular action of the second set is included in a first portion of a synonym table; replacing, at the call routing system, the particular action in the second set with a synonym for the particular action from the synonym table to form a modified second set; pairing, at the call routing system, an object from the first set with an action from the modified second set to form an object-action pair; and routing the call at the call routing system based on the object-action pair. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A computer-readable storage device comprising instructions executable by a processor to perform operations including:
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converting an audio input of a call to text; parsing the text to determine an action; determining that the action is included in a first portion of a synonym table; replacing the action with a synonym for the action from the synonym table to form a modified action; pairing the modified action with an object from a set of objects based on the text to form an object-action pair; determining a destination from a routing table based on the object-action pair; and routing the call to the destination. - View Dependent Claims (18, 19, 20)
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Specification