System and method for customized voice response
First Claim
1. A method comprising:
- collecting a user-specific services list associated with a user about to use an interactive voice response system, wherein the user-specific services list identifies a plurality of services, and wherein at least two of the plurality of services are selected from a television service, a phone service, an Internet service, and a mobile device service;
analyzing how the user interacts with each service in the user-specific services list, to yield user behavior patterns, wherein each user behavior pattern comprises dialect information associated with the user;
for each service in the user-specific services list, generating country-specific weights according to the dialect information in each user behavior pattern;
selecting, using an aggregation of the country-specific weights and based at least in part on the dialect information of each user behavior pattern, an interactive voice response system language model; and
recognizing speech received from the user via the interactive voice response system using the interactive voice response system language model.
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Accused Products
Abstract
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for approximating an accent source. A system practicing the method collects data associated with customer specific services, generates country-specific or dialect-specific weights for each service in the customer specific services list, generates a summary weight based on an aggregation of the country-specific or dialect-specific weights, and sets an interactive voice response system language model based on the summary weight and the country-specific or dialect-specific weights. The interactive voice response system can also change the user interface based on the interactive voice response system language model. The interactive voice response system can tune a voice recognition algorithm based on the summary weight and the country-specific weights. The interactive voice response system can adjust phoneme matching in the language model based on a possibility that the speaker is using other languages.
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Citations
20 Claims
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1. A method comprising:
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collecting a user-specific services list associated with a user about to use an interactive voice response system, wherein the user-specific services list identifies a plurality of services, and wherein at least two of the plurality of services are selected from a television service, a phone service, an Internet service, and a mobile device service; analyzing how the user interacts with each service in the user-specific services list, to yield user behavior patterns, wherein each user behavior pattern comprises dialect information associated with the user; for each service in the user-specific services list, generating country-specific weights according to the dialect information in each user behavior pattern; selecting, using an aggregation of the country-specific weights and based at least in part on the dialect information of each user behavior pattern, an interactive voice response system language model; and recognizing speech received from the user via the interactive voice response system using the interactive voice response system language model. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system comprising:
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a processor; and a computer-readable storage device having instructions stored which, when executed by the processor, result in the processor performing operations comprising; collecting a user-specific services list associated with a user about to use an interactive voice response system, wherein the user-specific services list identifies a plurality of services, and wherein at least two of the plurality of services are selected from a television service, a phone service, an Internet service, and a mobile device service; analyzing how the user interacts with each service in the user-specific services list, to yield user behavior patterns, wherein each user behavior pattern comprises dialect information associated with the user; for each service in the user-specific services list, generating country-specific weights according to the dialect information in each user behavior pattern; selecting, using an aggregation of the country-specific weights and based at least in part on the dialect information of each user behavior pattern, an interactive voice response system language model; and recognizing speech received from the user via the interactive voice response system using the interactive voice response system language model. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A computer-readable storage device having instructions stored which, when executed by a computing-device, result in the computing-device performing operations comprising:
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collecting a user-specific services list associated with a user about to use an interactive voice response system, wherein the user-specific services list identifies a plurality of services, and wherein at least two of the plurality of services are selected from a television service, a phone service, an Internet service, and a mobile device service; analyzing how the user interacts with each service in the user-specific services list, to yield user behavior patterns, wherein each user behavior pattern comprises dialect information associated with the user; for each service in the user-specific services list, generating country-specific weights according to the dialect information in each user behavior pattern; selecting, using an aggregation of the country-specific weights and based at least in part on the dialect information of each user behavior pattern, an interactive voice response system language model; and recognizing speech received from the user via the interactive voice response system using the interactive voice response system language model. - View Dependent Claims (20)
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Specification