Expansion of a question and answer database
AssigneeInternational Business Machines Corporation
InventorsYoshinori Kabeya, Toru Nagano, Masayuki Suzuki, Issei Yoshida
Life of this patent
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Abstract
A system and method for expanding a question and answer (Q&A) database. The method includes preparing a set of Q&A documents and speech recognition results of an agent's utterances in conversations between an agent and a customer, each Q&A document in the set having an identifier, and each speech recognition result having an identifier common with the identifier of a relevant Q&A document, and adding one or more repetition parts extracted from the speech recognition results of the agent's utterances to a corresponding Q&A document in the set.
Claims21
A computer-implemented method for expanding a question and answer (Q&A) database to improve computer database search functionality, the method comprising:
- preparing a set of Q&A documents and speech recognition results of utterances of at least an agent during conversations between the agent and a customer, each Q&A document in the set having an identifier, and each speech recognition result having an identifier common with the identifier of a relevant Q&A document, wherein preparing the speech recognition results comprises analyzing recordings of the conversations between the agent and the customer;
- extracting one or more repetition parts from the analyzed recordings;
- finding one or more utterances similar to each of the one or more extracted repetition parts;
- and
- adding the one or more repetition parts and the one or more found utterances to a corresponding Q&A document in the set to generate an expanded set of Q&A documents, the expanded set of Q&A documents being stored in an enhanced computer database to increase accuracy of Q&A document extraction in response to receipt of a search query.
A system, comprising:
- a memory storing a program which, when executed on a processor, performs a method for expanding a question and answer (Q&A) database to improve computer database search functionality, the method comprising:
- preparing a set of Q&A documents and speech recognition results of utterances of at least an agent during conversations between the agent and a customer, each Q&A document in the set having an identifier, and each speech recognition result having an identifier common with the identifier of a relevant Q&A document, wherein preparing the speech recognition results comprises analyzing recordings of the conversations between the agent and the customer;
- extracting one or more repetition parts from the analyzed recordings;
- finding one or more utterances similar to each of the one or more extracted repetition parts;
- and
- adding the one or more repetition parts and the one or more found utterances to a corresponding Q&A document in the set to generate an expanded set of Q&A documents, the expanded set of Q&A documents being stored in an enhanced computer database to increase accuracy of Q&A document extraction in response to receipt of a search query.
A computer program product for expanding a question and answer (Q&A) database to improve computer database search functionality, the computer program product comprising a computer usable storage medium having program instructions embodied therewith, wherein the computer readable storage medium is not a transitory signal per se, the program instructions executable by a computer to cause the computer to perform a method comprising:
- preparing a set of Q&A documents and speech recognition results of utterances of at least an agent during conversations between the agent and a customer, each Q&A document in the set having an identifier, and each speech recognition result having an identifier common with the identifier of a relevant Q&A document, wherein preparing the speech recognition results comprises analyzing recordings of the conversations between the agent and the customer;
- extracting one or more repetition parts from the analyzed recordings;
- finding one or more utterances similar to each of the one or more extracted repetition parts;
- and
- adding the one or more repetition parts and the one or more found utterances to a corresponding Q&A document in the set to generate an expanded set of Q&A documents, the expanded set of Q&A documents being stored in an enhanced computer database to increase accuracy of Q&A document extraction in response to receipt of a search query.
Dependencies are inferred from the claim text.