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 from an information services automation system, the speech being received in association with a request for information services where automation at the information services automation system failed; b) receiving, in association with the speech, failure indicia that identifies a step in an automation process in which automation for the speech failed, where the automation process provides information services; c) providing operator input based on the speech; d) comparing the operator input with the failure indicia; e) creating an update based on the comparison; and f) providing the update to a database used by the information services automation system, wherein the update corresponds to and is based at least in part on the failure indicia.