System and Method for Processing Speech
AssigneeInteractions LLC
InventorsRobert R. Bushey, Benjamin Anthony Knott, John Mills Martin, Sarah Korth
Life of this patent
Estimating the term…
Abstract
Systems and methods for processing audio are provided. The system may include a processor to convert an audio input received via a call to text. The processor may perform a comparison between a portion of the text to one or more phrases included in a table. The processor may also make a selection of at least one of a first object or a first action based on the comparison. The processor may further route the call based on the at least one of the first object or the first action
Claims20
A computer system comprising:
- a memory;
- and
- a processor coupled to the memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to perform operations comprising:
- determining a first set of objects and a second set of actions from text of a call;
- determining that a particular object of the first set is included in a first portion of a synonym table;
- replacing the particular object in the first set with a synonym for the particular object from the synonym table to form a modified first set;
- pairing an object from the modified first set with an action from the second set to form an object-action pair;
- and
- routing the call based on the object-action pair.
A computer-implemented method performed by a call routing system, the method comprising:
- determining a first set of objects and a second set of actions from text of a call;
- determining, at the call routing system, that a particular action of the second set is included in a first portion of a synonym table;
- replacing, at the call routing system, the particular action in the second set with a synonym for the particular action from the synonym table to form a modified second set;
- pairing, at the call routing system, an object from the first set with an action from the modified second set to form an object-action pair;
- and
- routing the call at the call routing system based on the object-action pair.
A non-transitory computer-readable storage medium comprising instructions executable by a processor to perform operations including:
- parsing text of a call to determine an action;
- determining that the action is included in a first portion of a synonym table;
- replacing the action with a synonym for the action from the synonym table to form a modified action;
- pairing the modified action with an object from a set of objects based on the text to form an object-action pair;
- determining a destination from a routing table based on the object-action pair;
- and
- routing the call to the destination.
Dependencies are inferred from the claim text.