SPEECH RECOGNITION IN AUTOMATED INFORMATION SERVICES SYSTEMS

摘要

The present invention allows feedback from operator workstations to be used to update databases used for providing automated information services. When an automated process fails, recorded speech of the caller is passed on to the operator for decision making. Based on the selections made by the operator in light of the speech or other interactions with the caller, a comparison is made between the speech and the selections made by the operator to arrive at information to update the databases in the information services automation system. Thus, when the operator inputs the words corresponding to the speech provided at the information services automation system, the speech may be associated with those words. The association between the speech and the words may be used to update different databases in the information services automation system.

主权项

1. A method comprising:
a) receiving speech in association with a request for information services; b) forwarding the speech to an operator workstation; c) forwarding failure indicia identifying a step in an automation process for providing the information services in which automation failed for the speech; and d) receiving an update for a database used for providing information services based on operator input provided to the operator workstation when determining a response to the request for information services, wherein the update corresponds to the failure indicia.