Method and an apparatus to disambiguate requests
First Claim
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1. A computer-implemented method comprising:
- receiving voice input comprising a request for information from a user;
retrieving data from a database within a system in response to the request;
determining that multiple distinctive entries of data are found to match the request;
engaging the user in a verbal dialog to determine which of the multiple distinctive entries satisfy the user'"'"'s request for information, the verbal dialog further comprising;
dynamically generating a prompt to request clarification information from the user;
rendering the prompt as speech and presenting the verbal prompt to the user; and
responsive to the prompt, receiving subsequent voice input from the user;
analyzing the subsequent voice input to retrieve the clarification information;
dynamically resolving ambiguity byremoving from the response to the request one or more of the multiple distinctive entries that are not consistent with the clarification information, andapplying one or more policies from a set of predetermined policies, wherein each policy of the set of predetermined policies is activated via a policy configuration file; and
determining that the ambiguity is resolved.
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Abstract
A method and an apparatus to disambiguate requests are presented. In one embodiment, the method includes receiving a request for information from a user. Then data is retrieved from a back-end database in response to the request. Based on a predetermined configuration of a disambiguation system and the data retrieved, the ambiguity within the request is dynamically resolved.
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Citations
19 Claims
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1. A computer-implemented method comprising:
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receiving voice input comprising a request for information from a user; retrieving data from a database within a system in response to the request; determining that multiple distinctive entries of data are found to match the request; engaging the user in a verbal dialog to determine which of the multiple distinctive entries satisfy the user'"'"'s request for information, the verbal dialog further comprising; dynamically generating a prompt to request clarification information from the user; rendering the prompt as speech and presenting the verbal prompt to the user; and responsive to the prompt, receiving subsequent voice input from the user;
analyzing the subsequent voice input to retrieve the clarification information;
dynamically resolving ambiguity byremoving from the response to the request one or more of the multiple distinctive entries that are not consistent with the clarification information, and applying one or more policies from a set of predetermined policies, wherein each policy of the set of predetermined policies is activated via a policy configuration file; and determining that the ambiguity is resolved. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. An apparatus comprising:
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a user interface operable to allow an integrator of a directory assistance system to define a configuration of the directory assistance system; a voice interface device operable to receive a spoken request for information from a user; a disambiguation engine operable to dynamically resolve ambiguity within the user request, and operatively coupled to the voice interface device for retrieving data from a database in response to the request; responsive to determining that multiple distinctive entries of data are found to match the request, the disambiguation engine is operable to interact with the user via the voice interface device to determine which of the multiple distinctive entries satisfy the user'"'"'s request for information, the interaction with the user further comprising; dynamically generating a prompt to request clarification information from the user; rendering the prompt as speech and presenting the verbal prompt to the user through the voice interface device; and receiving subsequent voice input from the user via the voice interface device in response to the verbal prompt; analyzing the subsequent voice input to interpret the clarification information;
dynamically resolving ambiguity byremoving from the response to the request one or more of the multiple distinctive entries that are not consistent with the clarification information, and applying one or more policies from a set of predetermined policies, wherein each policy of the set of predetermined policies is activated via a policy configuration file; and determining that the ambiguity is resolved. - View Dependent Claims (10, 11, 12, 13)
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14. A system comprising:
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a database; and a directory assistance system operatively coupled to the database, the directory assistance system comprising; a voice interface device from which to receive a spoken request for information from a user; a database access module to retrieve data from the database in response to the request; and a configurable disambiguation engine operable to dynamically resolve ambiguity within the request based on a predetermined configuration of the directory assistance system and the data retrieved, wherein the disambiguation engine comprises; a rules processor operable to determine which of multiple distinctive entries satisfy the user'"'"'s request for information; a controller operable to determine whether clarification information is needed to select among the multiple distinctive entries; a prompt template processor operable to dynamically generate a first prompt to request clarification information from the user; wherein the voice interface device presents the prompt verbally to the user through the voice interface device; wherein the voice interface device is configured to receive subsequent voice input from the user in response to the verbal prompt; and an ambiguity detector operable to; analyze the subsequent voice input to interpret the clarification information; dynamically resolve ambiguity by removing from the response to the request one or more of the multiple distinctive entries that are not consistent with the clarification information, and applying one or more policies from a set of predetermined policies, wherein each policy of the set of predetermined policies is activated via a policy configuration file; and determine that the ambiguity is resolved. - View Dependent Claims (15, 16, 17)
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18. A non-transitory machine-readable medium having stored thereon instructions which, when executed by a processor, cause the processor to perform operations comprising:
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receiving voice input comprising a request for information from a user; retrieving data from a database within a system in response to the request; determining that multiple distinctive entries of data are found to match the request; dynamically generating a prompt to request clarification information from the user; rendering the prompt as speech and presenting a verbal prompt to the user; responsive to the prompt, receiving subsequent voice input from the user; analyzing the subsequent voice input to retrieve the clarification information;
dynamically resolving ambiguity byremoving from the response to the request one or more of the multiple distinctive entries that are not consistent with the clarification information, and applying one or more policies from a set of predetermined policies, wherein each policy of the set of predetermined policies is activated via a policy configuration file; and determining that the ambiguity is resolved. - View Dependent Claims (19)
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Specification