REAL TIME AUTOMATIC CALLER SPEECH PROFILING
First Claim
1. A computer-implemented method of recognizing a voice input received by an interactive voice recognition system, the computer-implemented method comprising:
- receiving an initial caller voice input from a caller;
a processor determining that the initial caller voice input is a computer-unintelligible voice input that does not match any entry from a lexicon of known voice inputs;
prompting the caller to transmit a secondary input to clarify the computer-unintelligible voice input;
utilizing the secondary input to match the computer-unintelligible voice input with a specific known voice input from the lexicon of known voice inputs; and
updating the lexicon of known voice inputs with the computer-unintelligible voice input, wherein the computer-unintelligible voice input is matched to the specific known voice input from the lexicon of known voice inputs.
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Accused Products
Abstract
A computer-implemented method, system, and computer program product for recognizing a voice input to an interactive voice recognition system is presented. An initial caller voice input is received from a caller. In response to determining that the initial caller voice input is a computer-unintelligible voice input that does not match any entry from a lexicon of known voice inputs, the caller is prompted to transmit a secondary input to clarify the computer-unintelligible voice input. The secondary input is utilized to match the computer-unintelligible voice input with a specific known voice input from the lexicon of known voice inputs. The lexicon of known voice inputs is then updated with the computer-unintelligible voice input.
280 Citations
20 Claims
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1. A computer-implemented method of recognizing a voice input received by an interactive voice recognition system, the computer-implemented method comprising:
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receiving an initial caller voice input from a caller; a processor determining that the initial caller voice input is a computer-unintelligible voice input that does not match any entry from a lexicon of known voice inputs; prompting the caller to transmit a secondary input to clarify the computer-unintelligible voice input; utilizing the secondary input to match the computer-unintelligible voice input with a specific known voice input from the lexicon of known voice inputs; and updating the lexicon of known voice inputs with the computer-unintelligible voice input, wherein the computer-unintelligible voice input is matched to the specific known voice input from the lexicon of known voice inputs. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer program product for recognizing a voice input received by an interactive voice recognition system, the computer program product comprising:
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a computer readable storage media; first program instructions to receive an initial caller voice input from a caller; second program instructions to determine that the initial caller voice input is a computer-unintelligible voice input that does not match any entry from a lexicon of known voice inputs; third program instructions to prompt the caller to transmit a secondary input to clarify the computer-unintelligible voice input; fourth program instructions to utilize the secondary input to match the computer-unintelligible voice input with a specific known voice input from the lexicon of known voice inputs; and fifth program instructions to update the lexicon of known voice inputs with the computer-unintelligible voice input, wherein the computer-unintelligible voice input is matched to the specific known voice input from the lexicon of known voice inputs; and
whereinthe first, second, third, fourth and fifth program instructions are stored on the computer readable storage media. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
the sixth program instructions are stored on the computer readable storage media.
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12. The computer program product of claim 9, wherein the secondary input is a caller'"'"'s response to a menu of input options, wherein one of the input options identifies an input whose definition matches that of the specific known voice input from the lexicon of known voice inputs.
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13. The computer program product of claim 9, wherein the lexicon of known voice inputs is exclusive to the caller.
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14. The computer program product of claim 9, wherein the lexicon of known voice inputs is non-exclusive to the caller.
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15. The computer program product of claim 9, further comprising:
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sixth program instructions to match the computer-unintelligible voice input to an interactive voice recognition activity; and seventh program instructions to utilize a match between the computer-unintelligible voice input and the interactive voice recognition activity to match the computer-unintelligible voice input to the specific known voice input from the lexicon of known voice inputs; and
wherein the sixth and seventh program instructions are stored on the computer readable storage media.
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16. The computer program product of claim 9, wherein updating the lexicon of known voice inputs with the computer-unintelligible voice input creates an updated lexicon of known voice inputs, the computer-implemented method further comprising:
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sixth program instructions to receive a new call from the caller, wherein the caller transmits a new caller voice input; seventh program instructions to match the new caller voice input with a known voice input from the updated lexicon of known voice inputs; and
whereinthe sixth and seventh program instructions are stored on the computer readable storage media.
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17. The computer program product of claim 9, wherein the first, second, third, fourth, fifth, and sixth program instructions are downloaded to the computer readable storage media from a remote software deploying server in an on-demand basis.
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18. A computer system comprising:
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a processor, a computer readable memory, and a computer readable storage media; first program instructions to receive an initial caller voice input from a caller; second program instructions to determine that the initial caller voice input is a computer-unintelligible voice input that does not match any entry from a lexicon of known voice inputs; third program instructions to prompt the caller to transmit a secondary input to clarify the computer-unintelligible voice input; fourth program instructions to utilize the secondary input to match the computer-unintelligible voice input with a specific known voice input from the lexicon of known voice inputs; and fifth program instructions to update the lexicon of known voice inputs with the computer-unintelligible voice input, wherein the computer-unintelligible voice input is matched to the specific known voice input from the lexicon of known voice inputs; and
whereinthe first, second, third, fourth and fifth program instructions are stored on the computer readable storage media for execution by the processor via the computer readable memory. - View Dependent Claims (19, 20)
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Specification