Methods and systems of routing utterances based on confidence estimates

A computer-based method of routing a message to a system, the method comprising:

• receiving a message including utterances;
• processing each utterance in the message using large-vocabulary continuous speech recognition to generate a string of text corresponding to that utterance;
• generating a confidence estimate for each string of text that corresponds to an utterance, the generating includ ing:
• selecting one or more predictors for the string of text based on the large-vocabulary continuous speech recognition;
• and
• training a confidence model for the string of text using the one or more predictors;
• comparing each confidence estimate to a predetermined threshold;
• if all of the confidence estimates satisfy the predetermined threshold, forwarding the string of text to the system;
• and
• if any of the confidence estimates does not satisfy the predetermined threshold level, forwarding the message to the transcriptionist.

A computer-based method of routing a message to a system, the method comprising:

• receiving a message including utterances;
• processing each utterance in the message using large-vocabulary continuous speech recognition to generate a string of text corresponding to that utterance;
• generating a confidence estimate for each string of text that corresponds to an utterance, the generating including:
• selecting one or more predictors for the string of text based on the large-vocabulary continuous speech recognition;
• and
• training a confidence model for the string of text using the one or more predictors;
• comparing each confidence estimate to a predetermined threshold;
• if all of the confidence estimates satisfy the predetermined threshold, forwarding the strings of text to the system;
• and
• if one of the confidence estimates does not satisfy the predetermined threshold, forwarding information relating to the utterance corresponding to that confidence estimate to a transcriptionist.

A computer-based method of routing a message to a system, the method comprising:

• receiving a message including utterances;
• processing each utterance in the message using large-vocabulary continuous speech recognition to generate a string of text for each utterance in the message;
• generating a confidence estimate for each string of text that corresponds to an utterance, the generating including:
• selecting one or more predictors for the string of text based on the large-vocabulary continuous speech recognition;
• and
• training a confidence model for the string of text using the one or more predictors;
• calculating a message confidence estimate based on the confidence estimates for the strings of text generated for the message;
• comparing the message confidence estimate to a predetermined threshold;
• if the message confidence estimate satisfies the predetermined threshold, forwarding the strings of text generated for the message to the system;
• and
• if the message confidence estimate does not satisfy the predetermined threshold, forwarding information relating to the message to a transcriptionist.