System for processing voice responses using a natural language processing engine

A non-transitory computer-readable medium comprising a logic for processing voice responses, the logic, when executed by one or more processors, instructing the one or more processors to:

• store a correlation table, the correlation table comprising a plurality of self-service routines, a plurality of service tags, and a plurality of actions, each action correlating to a pair of a self-service routine and a service tag;
• store a plurality of pre-defined responses associated with the plurality of self-service routines, each self-service routine associated with a subset of the plurality of pre-defined responses;
• receive a first self-service call flow from a user, the first self-service call flow associated with a first self-service routine;
• in response to the first self-service call flow, issue a query to the user for requesting subsequent instructions from the user;
• receive a first utterance from the user in response to the query;
• identify a first subset of the pre-defined responses associated with the first self-service routine;
• compare the first utterance with each of the first subset of the pre-defined responses;
• in response to determining that the first utterance does not match any of the first subset of the pre-defined responses, analyze the first utterance with a pre-defined statistical language model;
• identify one or more keywords of the first utterance based on the analysis;
• determine a service tag of the first utterance based on the one or more keywords;
• compare the service tag of the first utterance with each of the plurality of service tags;
• in response to determining that the service tag of the first utterance matches a first service tag, associate the first utterance with the first service tag and the first self-service routine;
• and
• identify a first action for the first utterance that correlates to the first service tag and the first self-service routine.

A method for processing voice responses, comprising:

• storing a correlation table, the correlation table comprising a plurality of self-service routines, a plurality of service tags, and a plurality of actions, each action correlating to a pair of a self-service routine and a service tag;
• storing a plurality of pre-defined responses associated with the plurality of self-service routines, each self-service routine associated with a subset of the plurality of pre-defined responses;
• receiving a first self-service call flow from a user, the first self-service call flow associated with a first self-service routine;
• in response to the first self-service call flow, issuing a query to the user for requesting subsequent instructions from the user;
• receiving a first utterance from the user in response to the query;
• identifying a first subset of the pre-defined responses associated with the first self-service routine;
• comparing the first utterance with each of the first subset of the pre-defined responses;
• in response to determining that the first utterance does not match any of the first subset of the pre-defined responses, analyzing the first utterance with a pre-defined statistical language model;
• identifying one or more keywords of the first utterance based on the analysis;
• determining a service tag of the first utterance based on the one or more keywords;
• comparing the service tag of the first utterance with each of the plurality of service tags;
• in response to determining that the service tag of the first utterance matches a first service tag, associating the first utterance with the first service tag and the first self-service routine;
• and
• identifying a first action for the first utterance that correlates to the first service tag and the first self-service routine.