System and method for dynamic ASR based on social media
First Claim
1. A method to adjust an automatic speech recognition (ASR) engine, comprising:
- receiving, by a social media gateway of a contact center, social network information from a social network;
modifying, by the social media gateway of the contact center, the social network information, wherein the modifying comprises filtering the social network information and redacting the filtered social network information based on a relevancy of the social network information to the ASR engine;
data mining, by a dialog engine of the contact center, the modified social network information to extract one or more characteristics;
inferring, by the dialog engine of the contact center, a trend from the extracted one or more characteristics;
adding, by the dialog engine of the contact center, one or more words or phrases related to the trend to a recognition grammar of the ASR engine;
calculating, by the dialog engine of the contact center, a magnitude of adjustment to weights of the added one or more words or phrases in the recognition grammar of the ASR engine based upon a shaped sliding window, andadjusting, by the dialog engine of the contact center, the ASR engine by adjusting a speech recognition weighting of the ASR engine based upon the calculated magnitude of adjustment, wherein the adjustment to the speech recognition weighting of the ASR engine has a limited duration.
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Abstract
System and method to adjust an automatic speech recognition (ASR) engine, the method including: receiving social network information from a social network; data mining the social network information to extract one or more characteristics; inferring a trend from the extracted one or more characteristics; and adjusting the ASR engine based upon the inferred trend. Embodiments of the method may further include: receiving a speech signal from a user; and recognizing the speech signal by use of the adjusted ASR engine. Further embodiments of the method may further include: producing a list of candidate matching words; and ranking the list of candidate matching words by use of the inferred trend.
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Citations
15 Claims
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1. A method to adjust an automatic speech recognition (ASR) engine, comprising:
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receiving, by a social media gateway of a contact center, social network information from a social network; modifying, by the social media gateway of the contact center, the social network information, wherein the modifying comprises filtering the social network information and redacting the filtered social network information based on a relevancy of the social network information to the ASR engine; data mining, by a dialog engine of the contact center, the modified social network information to extract one or more characteristics; inferring, by the dialog engine of the contact center, a trend from the extracted one or more characteristics; adding, by the dialog engine of the contact center, one or more words or phrases related to the trend to a recognition grammar of the ASR engine; calculating, by the dialog engine of the contact center, a magnitude of adjustment to weights of the added one or more words or phrases in the recognition grammar of the ASR engine based upon a shaped sliding window, and adjusting, by the dialog engine of the contact center, the ASR engine by adjusting a speech recognition weighting of the ASR engine based upon the calculated magnitude of adjustment, wherein the adjustment to the speech recognition weighting of the ASR engine has a limited duration. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system of a contact center to adjust an automatic speech recognition (ASR) engine, comprising:
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a first processor; a first storage device in communication with the first processor, storing first executable instructions, wherein the executable instructions, when executed by the processor, cause the processor to; receive social network information from a social network; and modify the social network information, wherein the modifying comprises filtering the social network information and redacting the filtered social network information based on a relevancy of the social network information to the ASR engine; a second processor, in communication with the first processor; and a second storage device in communication with the second processor, wherein the second executable instructions, when executed by the second processor, cause the second processor to; data mine the modified social network information to extract one or more characteristics; infer a trend from the extracted one or more characteristics; add one or more words or phrases related to the trend to a recognition grammar of the ASR engine; calculate a magnitude of an adjustment to weights of the added one or more words or phrases in the recognition grammar of the ASR engine based upon a shaped sliding window; and adjust the ASR engine by adjusting a speech recognition weighting of the ASR engine based upon the calculated magnitude of adjustment, wherein the adjustment to the speech recognition weighting of the ASR engine has a limited duration. - View Dependent Claims (11, 12, 13, 14, 15)
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Specification