Automated speech recognition proxy system for natural language understanding
AssigneeInteractions LLC
InventorsYoryos Yeracaris, Alwin B Carus, Larissa Lapshina
Life of this patent
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Abstract
An interactive response system mixes HSR subsystems with ASR subsystems to facilitate overall capability of user interfaces. The system permits imperfect ASR subsystems to nonetheless relieve burden on HSR subsystems. An ASR proxy is used to implement an IVR system, and the proxy dynamically selects one or more recognizers from a language model and a human agent to recognize user input. Selection of the one or more recognizers is based on factors such as confidence thresholds of the ASRs and availability of human resources for HSRs.
Claims20
A computer-implemented system for processing a user interaction received from a device of the user over a computer network, the interaction including text requiring recognition before being usable for further computer-implemented processing, the system comprising:
- an application configured to provide the text;
- a recognition decision engine configured to receive the text for recognition, the recognition decision engine dynamically selecting one or more recognizers from:
- a language model;
- and
- a human agent using a device located at a location remote from the computer-implemented system;
- and
- a results decision engine configured to provide a recognition result using the selected recognizer.
A computer-implemented method performed by a computer-implemented system for processing a user interaction from a device of the user over a computer network, the interaction including text requiring recognition before being usable for further computer-implemented processing, the method comprising:
- receiving data representing the text from an application;
- dynamically selecting one or more recognizers from:
- a language model;
- and
- a human agent using a device located at a location remote from the computer-implemented system;
- and
- providing a recognition result responsive to results of processing by the selected recognizer.
A non-transitory computer-readable storage medium storing executable computer program code for processing, by a computer-implemented system, a user interaction received from a device of the user over a computer network, the interaction including text requiring recognition before being usable for further computer-implemented processing, the computer program code comprising instructions for:
- receiving data representing the text from an application;
- dynamically selecting one or more recognizers from:
- a language model;
- and
- a human agent using a device located at a location remote from the computer-implemented system;
- and
- providing a recognition result responsive to results of processing by the selected recognizer.
Dependencies are inferred from the claim text.