Automatic creation of complex conversational natural language call routing system for call centers

A computer implemented method for routing a call through a call routing system, comprising:

• receiving a spoken speech input from a user;
• converting the spoken speech input into a converted input;
• classifying the converted input into one of a set of clear target classes or one of a set of vague classes, wherein each of the set of vague classes comprises a plurality of the set of clear target classes, wherein each of the set of vague classes is an overlap of the plurality of clear targets classes in semantic space;
• responsive to classifying the converted input as one of the set of vague classes, presenting a set of disambiguation dialogues and a set of grammar prompts to differentiate one of the plurality of clear target classes from the plurality of clear targets classes in semantic space;
• and
• responsive to classifying the converted input as one of the set of clear target classes, routing the call to a destination within the call routing system.

A tangible computer storage type medium having a computer program product encoded thereon for creating a call routing system, the computer program product comprising:

• computer usable instructions for receiving a set of initial target classes and a corresponding set of topic descriptions;
• computer usable instructions for identifying non-overlapping semantic tokens from the set of topic descriptions;
• computer usable instructions for identifying a set of clear target classes from the non-overlapping semantic tokens and the initial target classes;
• computer usable instructions for identifying overlapping semantic tokens from the set of topic descriptions;
• computer usable instructions for identifying a set of vague classes from the overlapping semantic tokens and the initial target classes;
• computer usable instructions for generating a set of disambiguation dialogues and a set of grammar prompts according to the non-overlapping semantic tokens;
• and
• computer usable instructions for creating the call routing system based on the set of clear target classes, the set of vague target classes, and the set of disambiguation dialogues.

A data processing system comprising:

• a bus;
• a storage connected to the bus, the storage having a computer program product encoded thereon for creating a call routing system;
• and
• a processor connected to the bus, wherein the processor executes the computer program product to receive a set of initial target classes and a corresponding set of topic descriptions;
• to identify non-overlapping semantic tokens the set of topic descriptions;
• to identify a set of clear target classes from the non-overlapping semantic tokens and the initial target classes;
• to identify overlapping semantic tokens from the set of topic descriptions;
• to identify a set of vague classes from the overlapping semantic tokens and the initial target classes;
• to generate a set of disambiguation dialogues and a set of grammar prompts according to the non-overlapping semantic tokens;
• and to create the call routing system based on the set of clear target classes, the set of vague target classes, and the set of disambiguation dialogues.