Call steering data tagging interface with automatic semantic clustering

摘要

A system and method for providing an easy-to-use interface for verifying semantic tags in a steering application in order to generate a natural language grammar. The method includes obtaining user responses to open-ended steering questions, automatically grouping the user responses into groups based on their semantic meaning, and automatically assigning preliminary semantic tags to each of the groups. The user interface enables the user to validate the content of the groups to ensure that all responses within a group have the same semantic meaning and to add or edit semantic tags associated with the groups. The system and method may be applied to interactive voice response (IVR) systems, as well as customer service systems that can communicate with a user via a text or written interface.

主权项

1. A method for enabling a developer of a steering application to associate semantic tags with user responses, the method comprising:
obtaining user responses to an open-ended steering question posed by an interactive response system; automatically grouping the user responses into groups, wherein each group is a set of sentences that are semantically related; automatically assigning preliminary semantic tags to each of the groups; and providing a computer user interface that enables a user to validate the content of the groups to ensure that all sentences within a group have the same semantic meaning and to view and edit the preliminary semantic tags associated with the groups, wherein the computer user interface includes:
a groups view that displays a list of the groups and corresponding semantic tags for each group, wherein the groups view enables a user to edit the preliminary semantic tags associated with each of the groups,a sentence view that displays, for a selected group in the groups view, a list of unique sentences associated with the selected group, wherein in the sentence view a user is able to verify whether or not a sentence belongs to the group selected in the groups view, anda related-groups view that displays, for a selected sentence in the sentence view, a plurality of groups most closely-related to the selected sentence,wherein the computer user interface enables the user to apply semantic clustering to unverified sentences, and wherein applying semantic clustering to unverified sentences re-distributes the unverified sentences into groups based at least in part on the group memberships of verified sentences.