Automated speech recognition proxy system for natural language understanding
First Claim
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1. A computer-implemented system for processing an interaction, the interaction including an utterance requiring recognition before being usable for further computer-implemented processing, the system comprising:
- an application configured to provide the utterance, the utterance received from a device of a customer over a computer network;
a recognition decision engine configured to receive the utterance for recognition, the recognition decision engine using parameters provided by the application to dynamically select one or more recognizers from;
automated speech recognition (ASR) subsystems, anda second type of recognizer subsystems, different from the ASR subsystems, and communicating over a computer network with devices located at locations remote from the computer-implemented system; and
a results decision engine coupled with the one or more recognizers and configured to provide a recognition result.
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Abstract
An interactive response system mixes HSR subsystems with ASR subsystems to facilitate overall capability of voice user interfaces. The system permits imperfect ASR subsystems to nonetheless relieve burden on HSR subsystems. An ASR proxy is used to implement an IVR system, and the proxy dynamically determines how many ASR and HSR subsystems are to perform recognition for any particular utterance, based on factors such as confidence thresholds of the ASRs and availability of human resources for HSRs.
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Citations
20 Claims
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1. A computer-implemented system for processing an interaction, the interaction including an utterance requiring recognition before being usable for further computer-implemented processing, the system comprising:
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an application configured to provide the utterance, the utterance received from a device of a customer over a computer network; a recognition decision engine configured to receive the utterance for recognition, the recognition decision engine using parameters provided by the application to dynamically select one or more recognizers from; automated speech recognition (ASR) subsystems, and a second type of recognizer subsystems, different from the ASR subsystems, and communicating over a computer network with devices located at locations remote from the computer-implemented system; and a results decision engine coupled with the one or more recognizers and configured to provide a recognition result. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer-implemented method performed by a computer system for processing an interaction, the interaction including an utterance requiring recognition before being usable for further computer-implemented processing, the computer-implemented method comprising:
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receiving data representing an utterance from a computer application, the utterance received from a device of a customer over a computer network; dynamically selecting, using parameters provided by the application, one or more recognizers from; an automated speech recognizer (ASR), and a second type of recognizer, different from the automated speech recognizer, and communicating over a computer network with devices located at locations remote from the computer system; and providing a recognition result responsive to results of processing by the one or more recognizers. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A non-transitory computer-readable storage medium storing executable computer program code for processing an interaction, the interaction including an utterance requiring recognition before being usable for further computer-implemented processing, the computer program code comprising instructions for:
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receiving data representing an utterance from a computer application, the utterance received from a device of a customer over a computer network; dynamically selecting, using parameters provided by the application, one or more recognizers from; an automated speech recognizer (ASR), and a second type of recognizer, different from the automated speech recognizer, and communicating over a computer network with devices located at locations remote from the computer system; and providing a recognition result responsive to results of processing by the one or more recognizers. - View Dependent Claims (18, 19, 20)
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Specification