Custom grammars builder platform

• US 10,063,701 B2
• Filed: 05/29/2014
• Issued: 08/28/2018
• Est. Priority Date: 05/29/2014
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Kumar, Praphul, Wellman, Aaron
• Primary Examiner(s): Bezuayehu, Solomon
• Application Number:
  US14/290,446
• Publication Number:
  US 20150350429A1
• Time in Patent Office: 1,552 Days
• Field of Search: 379 8801- 8819, 704 9, 704270, 704257, 704275
• CPC Class Codes: G10L 15/183 using context dependencies, e.g. language models
• CPC Class Codes: G10L 15/19 Grammatical context, e.g. disambiguation of the recognition hypotheses based on word sequence rules
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 2015/0635 updating or merging of old and new templates; Mean values; Weighting
• CPC Class Codes: G10L 2015/0638 Interactive procedures
• CPC Class Codes: G10L 2015/223 Execution procedure of a spoken command
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A request to execute an interaction site associated with a custom grammars file is received from a user device and by a communications system. An interaction flow document to execute the interaction site is accessed by the communications system. The custom grammars file is accessed by the communications system, the custom grammars file being configured to enable the communications system to identify executable commands corresponding to utterances spoken by users of user devices. An utterance spoken by a user of the user device is received from the user device and by the communications system. The utterance is stored by the communications system. The custom grammars file is updated by a grammar generation system to include a representation of the stored utterance for processing utterances in subsequent communications with users.

Claims

1. A computer-implemented method, comprising:

receiving, from a user device and by a communications system, a request to execute an interaction site of a plurality of interaction sites being associated with a plurality of corresponding applications and corresponding custom grammars files, the interaction site enabling communications between the user device and the communications system over any of multiple communications channels, including an interactive voice response (IVR) channel and a custom grammars file corresponding to the interaction site specifying executable commands specific to the interaction site and being configured to enable the communications system to identify the specific executable commands to control the interaction site;

accessing, by the communications system, an interaction flow document to execute the interaction site;

accessing, by the communications system, the custom grammars file, the custom grammars file being configured to enable the communications system to recognize utterances that are specific to the interaction site spoken by users of user devices;

receiving, from the user device and by the communications system, an utterance spoken by a user of the user device;

transcribing, by the communication system, the utterance to a transcribed utterance;

determining, by the communication system, whether the transcribed utterance is recognized based on the custom grammars file;

in response to determining that the transcribed utterance is not recognized based on the custom grammars file;

storing, by the communications system, the utterance; and

updating, by a grammar generation system, the custom grammars file to include a representation of the stored utterance for processing utterances in subsequent communications with users;

determining, by the communications system, a configuration parameter for the interaction site that specifies a sharing option for the custom grammars file;

conditioned on determining that the configuration parameter specifies sharing the custom grammars file with other interaction sites, enabling the updated custom grammars file to be accessible by other interaction sites; and

conditioned on determining that the configuration parameter specifies limiting the custom grammars file for use by the interaction site, storing the updated custom grammars file for private use by the interaction site.

2. The method of claim 1, wherein updating the custom grammars file comprises:

storing the custom grammars file in a grammar database, and wherein enabling the updated custom grammars file to be accessible by other interaction sites comprises enabling the custom grammars file in the grammar database to be accessible by one or more communications systems executing one or more interaction sites associated with the custom grammars file.

3. The method of claim 2, wherein enabling the updated custom grammars file to be accessible by other interaction sites comprises:

receiving, from a second user device and by the communications system, a request to execute a second interaction site associated with the custom grammars file; and

accessing, by the communications system, the custom grammars file in the grammar database, the custom grammars file being updated by the grammar generation system to include the representation of the utterance.

4. The method of claim 1, wherein storing the updated custom grammars file for private use by the interaction site comprises:

generating, by the grammar generation system, a private custom grammars file for the interaction site; and

storing the private custom grammars file in a grammar database, the private custom grammars file being accessible to one or more communications systems executing the interaction site associated with the custom grammars file and not being accessible to one or more communications systems executing other interaction sites associated with the custom grammars file.

5. The method of claim 1, wherein receiving a request to execute an interaction site comprises:

receiving a first request to execute a first interaction page of the interaction site, wherein the first interaction page is associated with the custom grammars file; and

receiving a second request to execute a second interaction page of the interaction site, wherein the second interaction page is associated with a second custom grammars file.

6. The method of claim 1, wherein storing the utterance comprises:

determining that a command associated with the transcribed utterance is not recognized by the communications system using the custom grammars file; and

in response to determining that the command is not recognized by the communications system using the custom grammars file, storing the utterance.

7. The method of claim 1, wherein the custom grammars file includes Grammar Extensible Markup Language (GRXML) scripts configured to identify a command associated with the utterance spoken by the user.

8. The method of claim 1, wherein the interaction flow document includes XML scripts that correspond to interaction pages of the interaction site.

9. The method of claim 1, wherein the multiple communications channels further include at least one of a SMS channel, a chat channel, and an email channel.

21. The method of claim 1, wherein updating the custom grammars file to include the representation of the stored utterance for processing utterances in subsequent communications with users comprises:

determining a number of occurrences of the utterance in user speech;

comparing the number of occurrence to a threshold value; and

conditioned on the number of occurrences exceeding the threshold value, adding the representation of the stored utterance to the custom grammars file.

10. A computer-implemented system comprising:

one or more processors and one or more non-transitory computer-readable storage devices storing instructions that, when executed by the one or more processors, cause the one or more processors to perform operations comprising;

receiving, from a user device, a request to execute an interaction site of a plurality of interaction sites being associated with a plurality of corresponding applications and corresponding custom grammars files, the interaction site enabling communications between the user device and a communications system over any of multiple communications channels, including an interactive voice response (IVR) channel and a custom grammars file corresponding to the interaction site specifying executable commands specific to the interaction site and being configured to enable the communications system to identify the specific executable commands to control the interaction site;

accessing an interaction flow document to execute the interaction site;

accessing the custom grammars file, the custom grammars file being configured to enable the communications system to recognize utterances that are specific to the interaction site spoken by users of user devices;

receiving, from the user device, an utterance spoken by a user of the user device;

transcribing the utterance to a transcribed utterance;

determining whether the transcribed utterance is recognized based on the custom grammars file;

in response to determining that the transcribed utterance is not recognized based on the custom grammars file;

storing the utterance; and

updating the custom grammars file to include a representation of the stored utterance for processing utterances in subsequent communications with users;

determining a configuration parameter for the interaction site that specifies a sharing option for the custom grammars file;

conditioned on determining that the configuration parameter specifies sharing the custom grammars file with other interaction sites, enabling the updated custom grammars file to be accessible by other interaction sites; and

conditioned on determining that the configuration parameter specifies limiting the custom grammars file for use by the interaction site, storing the updated custom grammars file for private use by the interaction site.

11. The system of claim 10, wherein updating the custom grammars file comprises:

storing the custom grammars file in a grammar database, and wherein enabling the updated custom grammars file to be accessible by other interaction sites comprises enabling the custom grammars file in the grammar database to be accessible by one or more communications systems executing one or more interaction sites associated with the custom grammars file.

12. The system of claim 11, wherein enabling the updated custom grammars file to be accessible by other interaction sites comprises:

receiving, from a second user device, a request to execute a second interaction site associated with the custom grammars file; and

accessing the custom grammars file in the grammar database, the custom grammars file being updated to include the representation of the utterance.

13. The system of claim 10, wherein storing the updated custom grammars file for private use by the interaction site comprises:

generating a private custom grammars file for the interaction site; and

the operations further comprise storing the private custom grammars file in a grammar database, the private custom grammars file being accessible to one or more communications systems executing the interaction site associated with the custom grammars file and not being accessible to one or more communications systems executing other interaction sites associated with the custom grammars file.

14. The system of claim 10, wherein receiving a request to execute an interaction site comprises:

receiving a first request to execute a first interaction page of the interaction site, wherein the first interaction page is associated with the custom grammars file; and

receiving a second request to execute a second interaction page of the interaction site, wherein the second interaction page is associated with a second custom grammars file.

15. The system of claim 10, wherein storing the utterance comprises:

determining that a command associated with the transcribed utterance is not recognized by the communications system using the custom grammars file; and

in response to determining that the command is not recognized by the communications system using the custom grammars file, storing the utterance.

16. A system comprising:

a communications system configured to;

receive, from a user device, a request to execute an interaction site of a plurality of interaction sites being associated with a plurality of corresponding applications and corresponding custom grammars files, the interaction site enabling communications between the user device and the communications system over any of multiple communications channels, including an interactive voice response (IVR) channel and a custom grammars file corresponding to the interaction site specifying executable commands specific to the interaction site and being configured to enable the communications system to identify the specific executable commands to control the interaction site;

access an interaction flow document to execute the interaction site;

access the custom grammars file, the custom grammars file being configured to enable the communications system to recognize the utterances that are specific to the interaction site spoken by users of user devices;

receive, from the user device, an utterance spoken by a user of the user device;

transcribe the utterance to a transcribed utterance;

determine whether the transcribed utterance is recognized based on the custom grammars file; and

in response to determining that the transcribed utterance is not recognized based on the custom grammars file, store the utterance; and

a grammar generation system configured to;

update the custom grammars file to include a representation of the utterance stored by the communications system for processing utterances in subsequent communications with users,

wherein the communications system is further configured to;

determine a configuration parameter for the interaction site that specifies a sharing option for the custom grammars file;

conditioned on determining that the configuration parameter specifies sharing the custom grammars file with other interaction sites, enable the updated custom grammars file to be accessible by other interaction sites; and

conditioned on determining that the configuration parameter specifies limiting the custom grammars file for use by the interaction site, store the updated custom grammars file for private use by the interaction site.

17. The system of claim 16, comprising:

the user device configured to;

send the request to the communications system to execute the interaction site associated with the custom grammars file; and

send the utterance spoken by the user to the communications system.

18. The system of claim 17, comprising:

a second user device configured to;

send a request to the communications system to execute a second interaction site associated with the custom grammars file, and

wherein the communications system is further configured to;

update the custom grammars file by storing the custom grammars file in a grammar database, the custom grammars file in the grammar database being accessible to one or more communications systems executing one or more interaction sites associated with the custom grammars file;

receive, from the second user device, the request to execute the second interaction site associated with the custom grammars file; and

access the custom grammars file in a grammar database, the custom grammars file being updated by the grammar generation system to include the representation of the utterance.

19. The system of claim 16, wherein the communications system is configured to store the utterance including:

determining that a command associated with the transcribed utterance is not recognized by the communications system using the custom grammars file; and

in response to determining that the command is not recognized by the communications system using the custom grammars file, storing the utterance.

20. The system of claim 16, wherein the custom grammars file includes Grammar Extensible Markup Language (GRXML) scripts configured to identify a command associated with the utterance spoken by the user.