AUTOMATED MULTI-GRAMMAR LANGUAGE PROCESSING SYSTEM TO OPTIMIZE REQUEST HANDLING IN CONTACT CENTERS

摘要

An automated multi-grammar language processing system provides optimized request handling in contact centers. It enables a contact center to receive and analyze requests from users in the form of text messages, such as sms, email, instant messages, voice messages converted to text, etc., and to understand in real time if the request is to be managed by an automated system or queued for processing by a human operator.

主权项

1. A method for multi-grammar language processing comprising the steps of:
providing a computing device; receiving a user message written in a combination of grammars and languages; analyzing said message using said computing device to extrapolate, for each element of the message, possible candidates and combinations of candidates matching known elements in the supported grammars; analyzing said candidates and combinations of candidates using said computing device to match them with known services and responses; and analyzing the identified candidates using said computing device to select the most probable combination of candidates that matches the meaning of the actual request from the user.