SYSTEM AND METHOD FOR ANALYSIS AND ADJUSTMENT OF SPEECH-ENABLED SYSTEMS
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Accused Products
Abstract
A method for analyzing and adjusting the performance of a speech-enabled application includes selecting a number of user utterances that were previously received by the speech-enabled application. The speech-enabled application receives such user utterances and associates each user utterance with an action-object based on one or more salient terms in the user utterance that are associated with the action-object. The method further includes associating one of a number of action-objects with each of the selected user utterances. Furthermore, for each action-object, the percentage of the utterances associated with the action-object that include at least one of the salient terms associated with the action-object is determined. If the percentage does not exceed a selected threshold, the method also includes adjusting the one or more salient terms associated with the action-object.
36 Citations
47 Claims
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1-28. -28. (canceled)
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29. A method for adjusting a call center application operable to associate a user utterance with an action-object based on a salient term in the user utterance, the method for adjusting comprising:
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automatically adding a new salient term associated with an action-object when a specified percentage of user utterances fail to associate with an intended action object; and
automatically removing a current salient term associated with the action-object when a specified percentage of user utterances associate with an unintended action object. - View Dependent Claims (30, 31, 32, 33, 34, 35)
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36. A computer program product comprising computer executable instructions stored on a computer readable medium for adjusting a call center application operable to associate a user utterance with an action-object based on a salient term in the user utterance, the program product comprising:
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instructions for determining that at least one of a match rate for associating user utterances with a desired action-object and a performance rate for the associating user utterances with the desired action-object is below a corresponding threshold; and
instructions for modifying salient terms associated with the desired action-object after said determining. - View Dependent Claims (37, 38, 39, 40, 41)
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- 42. A service center system enabled to associate a user utterance with an action-object based on a salient term in the user utterance and further enabled to adjust at least one of a set of salient action terms and salient object terms associated with the action-object when a specified percentage of user utterances are not associated with an intended action-object.
Specification