System and method for optimizing call flows of a spoken dialog system

摘要

A dialog manager for a spoken dialog system. A decision module selects a path from a plurality of alternative paths for a given call, wherein each path implements one of a plurality of strategies for a call flow. A weighting module weights the path selection decision and is connected to a probability estimator for estimating the probability value that a given one of the plurality of paths is the best-performing path.

主权项

1. A dialog manager for a spoken dialog system comprising a computer, a processor, and memory, and comprising:
a decision module for selecting a oath from a plurality of alternative paths for a given call, wherein each path implements one of a plurality of strategies for a call flow; and a weighting module for weighting the path selection decision, wherein the weighing module is operatively connected to a probability estimator for estimating a probability value that a given path of the plurality of paths is the hest-performing path; wherein the system is configured to direct incoming calls to each of the alternative paths selected by the decision module, and wherein the probability estimator includes a reward function R, and wherein the reward function R comprises the expressionR=A-TTA Wherein A is an automation rate, T is an average handling time, and TA is a trade-off rate for automation rate and average handling time.