Automated Speech Recognition Proxy System for Natural Language Understanding

摘要

An interactive response system mixes HSR subsystems with ASR subsystems to facilitate overall capability of voice user interfaces. The system permits imperfect ASR subsystems to nonetheless relieve burden on HSR subsystems. An ASR proxy is used to implement an IVR system, and the proxy dynamically determines how many ASR and HSR subsystems are to perform recognition for any particular utterance, based on factors such as confidence thresholds of the ASRs and availability of human resources for HSRs.

主权项

1. A computer-implemented system for processing an interaction, the interaction including an utterance requiring recognition before being usable for further computer-implemented processing, the system comprising:
an application configured to provide the utterance, the utterance received from a device of a customer over a computer network; a recognition decision engine configured to:
receive the utterance for recognition,identify a grammar to which the utterance is expected to conform,determine a time length of the utterance,dynamically select, based at least in part on the identified grammar and the time length of the utterance, one or more recognizers from:an automated speech recognizer, anda second type of recognizer, different from the automated speech recognizer, and communicating over a computer network with devices located at locations remote from the computer-implemented system; and a results decision engine coupled with the one or more recognizers and configured to provide a recognition result responsive to results of processing by the one or more recognizers.