Semi-supervised training of destination map for call handling applications

An apparatus, comprising:

• a storage for storing a destination map comprising a plurality of destination information;
• an interface for receiving a speech signal from a caller;
• a recognizer module for producing a speech recognition string based on the received speech signal;
• and
• at least one processor programmed to determine if there is destination information that matches the speech recognition string;
• wherein if there is destination information that matches the speech recognition string, the processor is programmed to any of
• output the destination information to the caller, or
• connect the caller to a destination that corresponds to the matching destination information;
• and
• wherein if there is no destination information that matches the speech recognition string, the processor is programmed to
• direct the caller to an operator to initiate an interaction,
• provide the operator with any of the received speech signal or a request by the caller for the destination during the interaction,
• record destination identifying information input from the operator in response to the request by the caller, and
• proceed to any of
• output the recorded destination identifying information to the caller, or
• connect the caller to the matched destination using the recorded destination identifying information.

A method, comprising the steps of:

• providing a destination map, wherein the destination map comprises destination identifying information corresponding to a plurality of destinations, and a plurality of stored speech recognition strings associated with the destination identifying information;
• receiving a voice signal from a caller, wherein the voice signal comprises a request for a destination;
• producing a speech recognition string based on the received voice signal;
• calculating a listing hypothesis for a selected one of the plurality of destinations using the produced speech recognition string;
• directing a caller to an operator when any of the system has low confidence with a listing hypothesis for the selected destination, or when the caller responds negatively to confirmation of the selected destination;
• receiving information from an interaction between the caller and the operator;
• and
• updating the destination map based on the received information.