Method for designing an automated speech recognition (ASR) interface for a customer call center
AssigneeAT&T Intellectual Property I, L.P.
InventorsRobert R. Bushey, Benjamin A. Knott, John M. Martin
Life of this patent
Estimating the term…
Abstract
A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs.
Claims20
A method of designing a customer interface for an automated speech recognition (ASR) call center, comprising:
- collecting data for a customer model, the customer model comprising at least recorded opening statements of customers to a call center and persona data representing customer personas;
- creating a task model comprising a set of action-object pairs, based on the recorded opening statements;
- creating a business rules model, representing routing destinations for customer calls;
- linking the customer model to the task model, such that the opening statements are assigned to action-object pairs;
- linking the task model to the business rules model, such that each action-object pair is assigned to a routing destination;
- creating an action-object frequency table indicative of the relative frequency of each action-object pair, based on the results of the step of linking the customer model to the task model;
- and
- designing an interface module for each action object pair;
- wherein the designing step is performed in substantially the order of the frequency table, from higher frequency action-object pairs to lower frequency action-object pairs;
- and wherein the designing step is based on the personal data.
A method of designing a customer interface for a self-service call center application, comprising:
- recording opening statements of customers during visits to an existing service center, thereby creating a customer model representing customer tasks;
- creating a task model comprising a set of action-object pairs, based on the customer model;
- creating a business rules model, representing routing destinations for customer calls;
- linking the customer model to the task model, such that the opening statements are assigning to action-object pairs;
- linking the task model to the business rules model, such that each action-object pair is assigned to a routing destination;
- creating an action-object frequency table indicative of a relative frequency of each of the action-object pairs, based on the results of the results of the linking the customer model to the task model;
- and
- designing an interface module for each action object pair;
- wherein the designing step is performed in substantially the order of the frequency table, from higher frequency action-object pairs to lower frequency action-object pairs.
A method of designing a customer interface for an automated speech recognition (ASR) call center, comprising:
- defining a set of action-object pairs based on opening statements of callers to a call center;
- assigning each action-object pair is assigned to a routing destination;
- creating an action-object frequency table indicative of the relative frequency of each action-object pair ;
- and
- designing an interface module for each action object pair;
- wherein the designing step is performed in substantially the order of the frequency table, from higher frequency action-object pairs to lower frequency action-object pairs;
- and wherein the designing step is based on the persona data.
Dependencies are inferred from the claim text.