SYSTEM AND METHOD FOR DYNAMIC ASR BASED ON SOCIAL MEDIA
First Claim
1. A method to adjust a lexicon of a contact center system, the method comprising:
- receiving, by a social media gateway of a contact center, a plurality of messages from at least one social network, wherein each message comprises one or more message fields;
grouping, by the social media gateway, based on a content of the respective one more message fields, two or more of the messages to form a message grouping;
data mining, by a dialog engine of the contact center, the message grouping to extract one or more characteristics;
inferring, by the dialog engine, based on the one or more extracted characteristics, a trend between the messages comprising the message grouping; and
adding, by the dialog engine, one or more words or phrases related to the trend to the lexicon.
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Abstract
System and method to adjust an automatic speech recognition (ASR) engine, the method including: receiving social network information from a social network; data mining the social network information to extract one or more characteristics; inferring a trend from the extracted one or more characteristics; and adjusting the ASR engine based upon the inferred trend. Embodiments of the method may further include: receiving a speech signal from a user; and recognizing the speech signal by use of the adjusted ASR engine. Further embodiments of the method may include: producing a list of candidate matching words; and ranking the list of candidate matching words by use of the inferred trend.
25 Citations
20 Claims
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1. A method to adjust a lexicon of a contact center system, the method comprising:
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receiving, by a social media gateway of a contact center, a plurality of messages from at least one social network, wherein each message comprises one or more message fields; grouping, by the social media gateway, based on a content of the respective one more message fields, two or more of the messages to form a message grouping; data mining, by a dialog engine of the contact center, the message grouping to extract one or more characteristics; inferring, by the dialog engine, based on the one or more extracted characteristics, a trend between the messages comprising the message grouping; and adding, by the dialog engine, one or more words or phrases related to the trend to the lexicon. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 18)
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11. A system of a contact center to adjust a lexicon of the contact center, the system comprising:
a server comprising; a computer-readable storage medium, storing executable instructions; and a processor coupled to the computer-readable storage medium, the processor, when executing the executable instructions; receives a plurality of messages from at least one social network, wherein each message comprises one or more message fields; based on a content of the respective one more message fields, groups two or more of the messages to form a message grouping; data mines the message grouping to extract one or more characteristics; based on the one or more extracted characteristics, infers a trend between the messages comprising the message grouping; and adds one or more words or phrases related to the trend to the lexicon. - View Dependent Claims (12, 13, 14, 15, 16, 17, 19)
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20. A method for adjusting a lexicon of a contact center system, the method comprising:
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receiving, by a social media gateway of a contact center, social media information from at least one social network; data mining, by a dialog engine of the contact center, the social media information to extract one or more characteristics; inferring, by the dialog engine, a trend based on the one or more extracted characteristics; and modifying, by the dialog engine, the lexicon based on the trend, wherein modifying the lexicon comprises at least one of; adding one or more words or phrases related to the trend to the lexicon;
ordeleting one or more words or phrases previously added to the lexicon based on a previous trend.
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Specification