Systems and methods for determining a next action based on entities and intents
AssigneeWells Fargo Bank, N.A.
InventorsVinothkumar Venkataraman, Rahul Ignatius, Naveen Gururaja Yeri, Paul Davis
Life of this patent
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Abstract
Systems, apparatuses, methods, and computer program products are disclosed for predicting an entity and intent based on captured speech. An example method includes capturing speech and converting the speech to text. The example method further includes causing generation of one or more entities and one or more intents based on the speech and the text. The example method further includes determining a next action based on each of the one or more entities and each of the one or more intents.
Claims21
A method for predicting an entity and intent based on captured speech, the method comprising:
- receiving, by a communications circuitry and based on prompts from an Interactive Voice Response (IVR) system, a reply comprising speech during a customer call;
- separating, by automated speech recognition circuitry, the speech into a plurality of discrete speech segments, wherein the separating is based on a time each of the plurality of discrete speech segments is received;
- extracting, by the automated speech recognition circuitry, acoustic features from each of the plurality of discrete speech segments;
- converting, by the automated speech recognition circuitry, each of the plurality of discrete speech segments to a corresponding discrete text segment;
- causing, by an entity and intent prediction circuitry, generation of a plurality of entities and a plurality of intents for each of the acoustic features and each corresponding discrete text segment, wherein the plurality of entities and the plurality of intents for each of the acoustic features are generated in parallel with the plurality of entities and the each plurality of intents for each corresponding discrete text segment;
- and
- redirecting, by a call processing circuitry, the customer call from the IVR system to an agent device based on the plurality of entities and the plurality of intents.
An apparatus for predicting an entity and intent based on captured speech, the apparatus comprising:
- communications circuitry configured to receive, based on prompts from an Interactive Voice Response (IVR) system, a reply comprising speech during a customer call;
- automated speech recognition circuitry configured to:
- separate the speech into a plurality of discrete speech segments, wherein the separating is based on a time each of the plurality of discrete speech segments is received,
- extract acoustic features from each of the plurality of discrete speech segments, and
- convert each of the plurality of discrete speech segments to a corresponding discrete text segment;
- entity and intent prediction circuitry configured to cause generation of a plurality of entities and a plurality of intents for each of the acoustic features and each corresponding discrete text segment, wherein the plurality of entities and the plurality of intents for each of the acoustic features are generated in parallel with the plurality of entities and the plurality of intents for each corresponding discrete text segment;
- and
- call processing circuitry configured to redirect the customer call from the IVR system to an agent device based on each of the plurality of entities and each of the plurality of intents.
A computer program product for predicting an entity and intent based on captured speech, the computer program product comprising at least one non-transitory computer-readable storage medium storing software instructions that, when executed, cause an apparatus to:
- receive, based on prompts from an Interactive Voice Response (IVR) system, a reply comprising speech during a customer call;
- separate the speech into a plurality of discrete speech segments, wherein the separating is based on a time each of the plurality of discrete speech segments is received;
- extract acoustic features from each of the plurality of discrete speech segments;
- convert each of the plurality of discrete speech segments to a corresponding discrete text segment;
- cause generation of a plurality of entities and a plurality of intents for each of the acoustic features and each corresponding discrete text segment, wherein the plurality of entities and the plurality of intents for each of the acoustic features are generated in parallel with the plurality of entities and the plurality of intents for each corresponding discrete text segment;
- and
- redirect the customer call from the IVR system to an agent device based on each of the plurality of entities and each of the plurality of intents.
Dependencies are inferred from the claim text.