Dialog filtering for filling out a form

• US 8,326,622 B2
• Filed: 09/23/2008
• Issued: 12/04/2012
• Est. Priority Date: 09/23/2008
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Kraenzel, Carl Joseph, Lubensky, David M., Mandalia, Baiju Dhirajlal
• Primary Examiner(s): Abebe, Daniel D
• Application Number:
  US12/236,183
• Publication Number:
  US 20100076760A1
• Time in Patent Office: 1,533 Days
• Field of Search: 704/235, 704/251, 369/25.01, 379/88.14
• US Class Current: 704/235
• CPC Class Codes: G06F 40/174 Form filling; Merging
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 2015/228 of application context

Abstract

The invention discloses a system and method for filling out a form from a dialog between a caller and a call center agent. The caller and the caller center agent can have the dialog in the form of telephone conversation, instant messaging chat or email exchange. The system and method provides a list of named entities specific to the call center operation and uses a translation and transcription minor to filter relevant elements from the dialog between the caller and the call center agent. The relevant elements filtered from the dialog are subsequently displayed on the call center agent'"'"'s computer screen to fill out application forms automatically or through drag and drop operations by the call center agent.

Claims

1. A computer system, comprising a processor and a computer readable medium storing program code configured to be executed by the processor to implement a method for filling out a form from a dialog, said method comprising:

said processor providing a dialog having elements relevant for filing out said form;

said processor providing a list of named entities;

said processor separating said elements from said dialog using said list of named entities;

said processor displaying the separated elements and said form on a computer display screen; and

said processor transferring the separated elements to fill said form on said computer screen display.

2. The computer system of claim 1, wherein said dialog is in the form of instant messaging.

3. The computer system of claim 1, wherein said dialog is a telephone conversation.

4. The computer system of claim 1, wherein said device for separating said elements comprises speech recognition software.

5. The computer system of claim 1, wherein said transferring is implemented using a command control.

6. The computer system of claim 1, wherein the method further comprises:

said processor generating the list of named entities from training data collected from telephone calls made to customer service providers and from generic telephony data pertinent to different domains.

7. The computer system of claim 1, wherein the list of named entities consists of the named entities.

8. A method for filling out a form from a dialog, comprising the steps of:

providing a dialog having elements relevant for filing out said form;

providing a list of named entities;

separating said elements from said dialog using said list of named entities;

displaying the separated elements and said form on a computer screen display; and

transferring the separated elements to fill out said form on said computer screen display.

9. The method of claim 8, wherein said dialog is in the form of instant messaging.

10. The method of claim 8, wherein said dialog is a telephone conversation.

11. The method of claim 8, wherein said elements are separated using speech recognition software.

12. The method of claim 8, wherein the separated elements on said computer screen are transferred using a command control.

13. The method of claim 8,

wherein a processor of a computer system performs said providing the dialog, said providing the list of named entities, said separating, said displaying, and said transferring, and

wherein the method further comprises:

said processor generating the list of named entities from training data collected from telephone calls made to customer service providers and from generic telephony data pertinent to different domains.

14. The method of claim 8, wherein the list of named entities consists of the named entities.

15. A computer program medium having program code stored therein, said medium not being a signal, said program code configured to be executed by processor of a computer system to implement a method for filling out a form from a dialog, said method comprising:

said processor providing a dialog having elements relevant for filing out said form;

said processor providing a list of named entities;

said processor separating said elements from said dialog using said list of named entities;

said processor displaying the separated elements and said form on a computer screen display; and

said processor transferring the separated elements to fill out said form on said computer screen display.

16. The computer program of claim 15, wherein said dialog is in the form of instant messaging.

17. The computer program of claim 15, wherein said dialog is a telephone conversation.

18. The computer program of claim 15, wherein said elements are separated using speech recognition software.

19. The computer program of claim 15, wherein said transferring is implemented using a command control.

20. The computer program product of claim 15, wherein the method further comprises:

said processor generating the list of named entities from training data collected from telephone calls made to customer service providers and from generic telephony data pertinent to different domains.

21. The computer program product of claim 15, wherein the list of named entities consists of the named entities.

22. A process, comprising deploying a program code to a client company, said program code configured to be executed by a processor of a computer system at the client company to perform a method for filling out a form from a dialog, said deploying comprising:

recording the program code on a computer readable medium, said method performed by execution of the program code comprising;

said processor providing a dialog having elements relevant for filing out said form;

said processor providing a list of named entities;

said processor separating said elements from said dialog using said list of named entities;

said processor displaying the separated elements and said form on a computer screen display; and

said processor transferring the separated elements to fill out said form on said computer screen display;

installing said program code on the computer system by transferring said program code from said medium to the computer system; and

training employees of said client company to run said program code on the computer system.

23. The process of claim 22, wherein the method comprises generating the list of named entities from training data collected from telephone calls made to customer service providers and from generic telephony data pertinent to different domains.

24. The process of claim 22, wherein the list of named entities consists of the named entities.