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System and method for disambiguating multiple intents in a natural language dialog system

  • US 9,454,960 B2
  • Filed: 04/13/2015
  • Issued: 09/27/2016
  • Est. Priority Date: 09/27/2005
  • Status: Active Grant
First Claim
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1. A method comprising:

  • receiving, via an interactive voice recognition system, a user utterance and converting the user utterance to text;

    generating multiple intents based on the text;

    establishing, via the interactive voice recognition system, a respective confidence score for each intent in the multiple intents, wherein the respective confidence score for each intent is based on how much training data corresponding to the each intent was used to train a spoken language understanding module, wherein more training data corresponds to a higher confidence;

    identifying a first intent and a second intent having confidence scores above a threshold, wherein the first intent and the second intent have a highest two confidence scores in the multiple intents and wherein both the first intent and the second intent are meant to be implemented; and

    disambiguating the first intent and the second intent by presenting a disambiguation sub-dialog, via the interactive voice recognition system, wherein a user is offered a choice of which intent to process first, and wherein the disambiguating further comprises concatenating a first prompt associated with the first intent and a second prompt associated with the second intent, wherein the first prompt and the second prompt are predefined prompts from predefined prompts associated with intents.

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