System and method for contextual reasoning

A system for processing queries at an interactive voice response system, the system comprising:

• a processor;
• and
• a memory with computer code instructions stored therein, the memory operatively coupled to said processor such that the computer code instructions configure the processor to implement a reasoning interface layer that is configured to:
• determine, based on a received query and contextual information, a plurality of candidate reasoners and a dimension of each candidate reasoner, each candidate reasoner having capabilities of multiple dimensions of information within each capability, to respond to at least a portion of the received query by (a) determining capabilities and dimensions needed by a candidate reasoner to resolve the received query and (b) matching the capabilities and dimensions determined to capabilities and dimensions associated with each of the plurality of candidate reasoners;
• generate, at each candidate reasoner determined, at least one additional or revised query field directed to the dimension determined or value based on the contextual information, the received query, and a rule of a rule database;
• merge the at least one additional or revised query field or value for each candidate reasoner based on a confidence score associated with a result of each corresponding candidate reasoner, the confidence score based on applicability of the contextual information to the received query;
• and
• provide an enhanced query to an intelligent knowledge layer for retrieving data from a knowledge repository able to process information related to the determined dimension, the enhanced query having the at least one additional or revised query field or value.

A non-transitory computer-readable medium configured to store instructions for processing queries at an interactive voice response system, the instructions, when loaded and executed by a processor, causes the processor to:

• determine, based on a received query and contextual information, a plurality of candidate reasoners and a dimension of each candidate reasoner, each candidate reasoner having capabilities of multiple dimensions of information, to respond to at least a portion of the received query by (a) determining capabilities and dimensions needed by a candidate reasoner to resolve the received query and (b) matching the capabilities and dimensions determined to capabilities and dimensions associated with each of the plurality of candidate reasoners;
• generate, at each candidate reasoner determined, at least one additional or revised query field directed to the dimension determined or value based on the contextual information, the received query, and a rule of a rule database;
• merge the at least one additional or revised query field or value for each candidate reasoner based on a confidence score associated with a result of each corresponding candidate reasoner, the confidence score based on applicability of the contextual information to the received query;
• and
• provide an enhanced query to an intelligent knowledge layer for retrieving data from a knowledge repository able to p rocess information related to the determined dimension, the enhanced query having the at least one additional or revised query field or value.