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Data driven speech enabled self-help systems and methods of operating thereof

  • US 10,515,150 B2
  • Filed: 07/14/2015
  • Issued: 12/24/2019
  • Est. Priority Date: 07/14/2015
  • Status: Active Grant
First Claim
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1. A method for configuring an automated, speech driven interactive response system based on prior interactions between a plurality of customers and a plurality of agents, the method comprising:

  • recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text;

    detecting, by the processor, a plurality of phrases in the recognized text;

    clustering, by the processor, the plurality of phrases into a plurality of clusters, each cluster comprising a plurality of phrases corresponding to a topic;

    receiving, by the processor, an input phrase to configure the automated interactive response system to perform an action in response to customer speech comprising the input phrase;

    determining, by the processor, whether the input phrase belongs to one or more matching clusters of the plurality of clusters;

    in response to determining that the input phrase belongs to one or more matching clusters;

    identifying, by the processor, a plurality of suggested phrases from the one or more matching clusters, the suggested phrases comprising a generalized phrase corresponding to the input phrase, the generalized phrase comprising a wildcard term replacing one or more words or terms of the input phrase; and

    outputting, by the processor, the suggested phrases associated with the one or more matching clusters, the suggested phrases being semantically similar to the input phrase;

    in response to determining that the input phrase does not belong to one or more matching clusters;

    computing a semantic distance between the input phrase and a plurality of medoids of the plurality of clusters; and

    outputting the suggested phrases associated with a cluster of the plurality of clusters wherein the semantic distance between the input phrase and a medoid of the cluster is below a threshold distance;

    generating, by the processor, a grammar of a plurality of grammars, the grammar being configured to match the input phrase and at least one of the suggested phrases in accordance with the generalized phrase comprising the wildcard term, the grammar being associated with the action to trigger the automated interactive response system to perform the action in response to detecting the input phrase or the at least one of the suggested phrases;

    outputting, by the processor, the grammar of the plurality of grammars; and

    invoking configuration of the automated interactive response system based on the plurality of grammars by configuring the automated interactive response system to automatically;

    receive audio from a customer;

    compare the audio to the plurality of grammars to identify an action associated with a grammar matching the audio;

    generate a response in accordance with the action associated with the matching grammar; and

    transmit the response to the customer.

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