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System and method for customized voice response

  • US 9,343,063 B2
  • Filed: 05/08/2013
  • Issued: 05/17/2016
  • Est. Priority Date: 06/18/2010
  • Status: Active Grant
First Claim
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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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