Method and apparatus for facilitating voice user interface design
First Claim
1. A computer-implemented method, comprising:
- identifying, by a processor, a plurality of user intentions representing contextual reasons for seeking customer support from user interaction data;
associating, by the processor, each user intention from among the plurality of user intentions with at least one feature from among a plurality of features, the plurality of features representing words used when interacting with customer support;
computing, by the processor, a measure of similarity between user intentions in a corresponding pair of user intentions;
generating, by the processor, a plurality of clusters based on the measure of similarity between user intentions, wherein each cluster from among the plurality of clusters comprises a set of user intentions from among the plurality of user intentions;
wherein a value of the measure of similarity corresponding to each pair of user intentions in the set of user intentions is less than a first pre-defined threshold value;
identifying, by the processor, at least one user intention in the set of user intentions with associated values of measure of similarity between the at least one user intention and remaining user intentions in the set of user intentions to be less than a second pre-defined threshold value, the second pre-defined threshold value being less than the first pre-defined threshold value;
splitting the at least one user intention, by the apparatus, to generate two or more new user intentions; and
provisioning, by the processor, a voice user interface (VUI) design recommendation based on the plurality of clusters.
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Accused Products
Abstract
A computer implemented method and an apparatus for facilitating voice user interface (VUI) design are provided. The method comprises identifying a plurality of user intentions from user interaction data. The method further comprises associating each user intention with at least one feature from among a plurality of features. One or more features from among the plurality of features are extracted from natural language utterances associated with the user interaction data. Further, the method comprises computing a plurality of distance metrics corresponding to pairs of user intentions from among the plurality of user intentions. A distance metric is computed for each pair of user intentions from among the pairs of user intentions. Furthermore, the method comprises generating a plurality of clusters based on the plurality of distance metrics. Each cluster comprises a set of user intentions. The method further comprises provisioning a VUI design recommendation based on the plurality of clusters.
19 Citations
31 Claims
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1. A computer-implemented method, comprising:
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identifying, by a processor, a plurality of user intentions representing contextual reasons for seeking customer support from user interaction data; associating, by the processor, each user intention from among the plurality of user intentions with at least one feature from among a plurality of features, the plurality of features representing words used when interacting with customer support; computing, by the processor, a measure of similarity between user intentions in a corresponding pair of user intentions; generating, by the processor, a plurality of clusters based on the measure of similarity between user intentions, wherein each cluster from among the plurality of clusters comprises a set of user intentions from among the plurality of user intentions; wherein a value of the measure of similarity corresponding to each pair of user intentions in the set of user intentions is less than a first pre-defined threshold value; identifying, by the processor, at least one user intention in the set of user intentions with associated values of measure of similarity between the at least one user intention and remaining user intentions in the set of user intentions to be less than a second pre-defined threshold value, the second pre-defined threshold value being less than the first pre-defined threshold value; splitting the at least one user intention, by the apparatus, to generate two or more new user intentions; and provisioning, by the processor, a voice user interface (VUI) design recommendation based on the plurality of clusters. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. An apparatus comprising:
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at least one processor; and a memory having stored therein machine executable instructions, that when executed by the at least one processor, cause the apparatus to; identify a plurality of user intentions representing contextual reasons for seeking customer support from user interaction data; associate each user intention from among the plurality of user intentions with at least one feature from among a plurality of features, the plurality of features representing words used when interacting with customer support; compute a measure of similarity between user intentions in a corresponding pair of user intentions; generate a plurality of clusters based on the measure of similarity between user intentions, wherein each cluster from among the plurality of clusters comprises a set of user intentions from among the plurality of user intentions; wherein a value of the measure of similarity corresponding to each pair of user intentions in the set of user intentions is less than a first pre-defined threshold value; and
wherein the apparatus is further caused to;identify at least one user intention in the set of user intentions with associated values of the measure of similarity between the at least one user intention and remaining user intentions in the set of user intentions to be less than a second pre-defined threshold value, the second pre-defined threshold value being less than the first pre-defined threshold value; split the at least one user intention to generate two or more new user intentions; facilitate addition of new user intentions to the set of user intentions till a pre-determined stopping condition is met; and provision a VUI design recommendation based on the plurality of clusters. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31)
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Specification