| Patent application number | Description | Published |
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| 20080208583 | METHOD AND APPARATUS FOR BUILDING ASSET BASED NATURAL LANGUAGE CALL ROUTING APPLICATION WITH LIMITED RESOURCES - A method of processing limited natural language data to automatically develop an optimal feature set, bypassing the standard Wizard of OZ (WOZ) approach is provided. The method provides for building natural language understanding models or for processing existing data from other domains, such as the Internet, for domain-specific adaptation through the use of an optimal feature set. Consequently, when the optimal feature set is passed on to any engine, the optimal feature set produces robust models that can be used for natural language call routing. | 08-28-2008 |
| 20080310603 | SYSTEM AND METHOD FOR MANAGEMENT OF CALL DATA USING A VECTOR BASED MODEL AND RELATIONAL DATA STRUCTURE - A system and method for representing call content in a searchable database includes transcribing call content to text. The call content is projected to vector space, by creating a vector by indexing the call based on the content and determining a similarity of the call to an atomic-class dictionary. The call is classified in a relational database in accordance with the vector. | 12-18-2008 |
| 20090274299 | OPEN ARCHITECTURE BASED DOMAIN DEPENDENT REAL TIME MULTI-LINGUAL COMMUNICATION SERVICE - A system and method for real-time network communications provides a session identifier as a public key for group communication between clients, and provides a channel identifier representing a private key for each of a plurality of clients. The channel identifier includes client-specific attributes, which function to indicate grouping criteria for the group communication. A dynamic communication link is created over a network between a client and a service based upon the public and private key combination such that group communication is enabled based upon the attributes of the private key and the public key. Communications are translated using a translation service which employs the attributes associated with the private key and the public key combination to provide response information in a designated language to enable multi-lingual real-time communications. | 11-05-2009 |
| 20090276539 | Conversational Asyncronous Multichannel Communication through an Inter-Modality Bridge - A communications apparatus is configured to bridge modalities and different communications formats. The apparatus may include a bridge to receive an input through a modality gateway and to deliver an output through an output channel, a communication engine configured to manipulate the input into the output, a router configured to route the configured output to a respective output channel, and a controller configured to control the bridge. The controller may determine a new modality depending on a context of the communications apparatus. | 11-05-2009 |
| Patent application number | Description | Published |
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| 20090157405 | USING PARTIAL INFORMATION TO IMPROVE DIALOG IN AUTOMATIC SPEECH RECOGNITION SYSTEMS - A method, system and computer readable device for recognizing a partial utterance in an automatic speech recognition (ASR) system where said method comprising the steps of, receiving, by a ASR recognition unit, an input signal representing a speech utterance or word and transcribing the input signal into text, interpreting, by a ASR interpreter unit, whether the text is either a positive or a negative match to a list of automated options by matching the text with a grammar or semantic database representing the list of automated options, wherein if the ASR interpreter unit results in said positive match proceeding to a next input signal and if the ASR interpreter unit results in said negative match rejecting the text as representing said partial utterance, and processing, by a linguistic filtering unit, the rejected text to derive a correct match between the rejected text and the grammar or semantic database. And, then using the derived word for responding to the user in the next dialog turn in order to reduce or eliminate churn in the human-computer spoken dialog interaction. | 06-18-2009 |
| 20090287483 | METHOD AND SYSTEM FOR IMPROVED SPEECH RECOGNITION - A method for speech recognition includes: prompting a user with a first query to input speech into a speech recognition engine; determining if the inputted speech is correctly recognized; wherein in the event the inputted speech is correctly recognized proceeding to a new task; wherein in the event the inputted speech is not correctly recognized, prompting the user repeatedly with the first query to input speech into the speech recognition engine, and determining if the inputted speech is correctly recognized until a predefined limit on repetitions has been met; wherein in the event the predefined limit has been met without correctly recognizing the inputted user speech, prompting speech input from the user with a secondary query for redundant information; and cross-referencing the user's n-best result from the first query with the n-best result from the second query to obtain a top hypothesis. | 11-19-2009 |
| 20100049520 | SYSTEMS AND METHODS FOR AUTOMATICALLY DETERMINING CULTURE-BASED BEHAVIOR IN CUSTOMER SERVICE INTERACTIONS - Systems and methods are provided to automatically determine culture-based behavioral tendencies and preferences of individuals in the context of customer service interactions. For example, systems and methods are provided to process natural language dialog input of an individual to detect linguistic features indicative of individualistic and collectivistic behavioral tendencies and predict whether such individual will be cooperative or uncooperative with automated customer service. | 02-25-2010 |
| 20100076760 | DIALOG FILTERING FOR FILLING OUT A FORM - 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. | 03-25-2010 |
| 20110069822 | AUTOMATIC CREATION OF COMPLEX CONVERSATIONAL NATURAL LANGUAGE CALL ROUTING SYSTEM FOR CALL CENTERS - A call routing system is created by receiving a set of initial target classes and a corresponding set of topic descriptions. Non-overlapping semantic tokens in the set of topic descriptions are identified. A set of clear target classes from the non-overlapping semantic tokens and the initial target classes is identified. Overlapping semantic tokens from the set of topic descriptions are identified. A set of vague classes is identified from the overlapping semantic tokens and the initial target classes. A set of disambiguation dialogues and a set of grammar prompts is generated according to the overlapping and non-overlapping semantic tokens. The call routing system is then created based on the set of clear target classes, the set of vague target classes, and the set of disambiguation dialogues. | 03-24-2011 |
