Caller intent recognition
AssigneeTransaction Network Services, Inc.
InventorsSanjay Saini, Bryan Douglas Burns
Life of this patent
Estimating the term…
Abstract
Disclosed are various embodiments for performing caller intent recognition. In one embodiment, a call is answered on a honeypot phone number previously used by a customer. The system communicates with a caller on the call using human-level synthetic speech generated based at least in part on a language model, where the human-level synthetic speech is generated to elicit information from the caller regarding an intent of the caller. The intent of the caller is determined based at least in part on the information from the caller provided in one or more responses of the caller to the human-level synthetic speech.
Claims20
A computer-implemented method, comprising:
- answering a call on a honeypot phone number previously used by a customer;
- communicating with a caller on the call using human-level synthetic speech generated based at least in part on a language model, the human-level synthetic speech being generated to elicit information from the caller regarding an intent of the caller;
- and
- determining the intent of the caller based at least in part on the information from the caller provided in one or more responses of the caller to the human-level synthetic speech.
A system, comprising:
- at least one computing device;
- and
- instructions executable by the at least one computing device that cause the at least one computing device to at least:
- answer a call on a honeypot phone number previously used by a customer;
- communicate with a caller on the call using human-level synthetic speech generated based at least in part on a language model, the human-level synthetic speech being generated to elicit information from the caller regarding an intent of the caller;
- and
- determine the intent of the caller based at least in part on the information from the caller provided in one or more responses of the caller to the human-level synthetic speech.
A non-transitory computer-readable medium storing instructions that when executed cause at least one computing device to at least:
- answer a call on a honeypot phone number previously used by a customer;
- communicate with a caller on the call using human-level synthetic speech generated based at least in part on a language model, the human-level synthetic speech being generated to elicit information from the caller regarding an intent of the caller;
- and
- determine the intent of the caller based at least in part on the information from the caller provided in one or more responses of the caller to the human-level synthetic speech.
Dependencies are inferred from the claim text.