Automated Recognition System for Natural Language Understanding

摘要

An interactive response system directs input to a software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced recognition and expert systems. The system utilizes human “intent analysts” for purposes of interpreting customer input. Automated recognition subsystems are trained by coupling customer input with IA-selected intent corresponding to the input, using model-updating subsystems to develop the training information for the automated recognition subsystems.

主权项

1. A system for processing an interaction with a person, comprising:
a routing processor configured to receive data representing an input provided by the person; a real-time automated speech recognizer (ASR) in communication with the routing processor and configured to receive therefrom the data, the real-time ASR producing an output responsive to the data; an analyst user interface device in communication with the routing processor, configured to present to at least one human analyst information related to the input in perceptible form and to accept an intent from the at least one human analyst; and a training subsystem configured to:
receive the information and the intent;select a target vocabulary based on a business meaning corresponding to the input as determined by the at least one human analyst;train a first model used by a training ASR and generated based at least in part on the information and the intent and using the target vocabulary to interpret the input, the training ASR configured to generate statistics responsive to the information; andtrain a second model used by the real-time ASR responsive to the statistics.