Derived intent collision detection for use in a multi-intent matrix

A method for utilizing a multi-intent matrix for improving accuracy of avoiding a derived intent collision while determining correct intent of a human-voice-telephone query, the method comprising:

• receiving a telephone call at a voice response system;
• responding to the telephone call at the voice response system, said responding comprising prompting a human caller associated with the telephone call to utter a reason for the telephone call;
• receiving a human-voice-telephone-query-utterance at the voice response system;
• translating the human-voice-telephone-query-utterance into a text string at the voice response system;
• analyzing, at the voice response system, the text string, said analyzing utilizing a group of parameters adjusted to a set of default values, said analyzing further comprising:
• mapping the text string on the multi-intent matrix, said multi-intent matrix comprising a plurality of query intents, said mapping for analyzing the text string with respect to the plurality of query intents based on a probability of accuracy that the query intent reflects the intended intent associated with the text string;
• and
• using said mapping to rank the plurality of intents with respect to the text string to obtain two colliding query intents, from the plurality of query intents, that rank highest based on the probability of accuracy associated with each of the query intents;
• identifying, at the voice response system, a set of custom values for each of the two identified query intents, said set of custom values being based on historic custom value information stored for each of the two identified query intents;
• altering parameter settings at the voice response system based on the identified custom values;
• re-analyzing, at the voice response system, the text string, said re-analyzing utilizing the group of parameters adjusted to the set of custom values, said re-analyzing comprising:
• re-mapping the text string on the multi-intent matrix, said re-mapping utilizing the set of custom values, said re-mapping for analyzing the text string with respect to the two identified query intents based on the probability of accuracy that each of the identified query intent reflects the intended intent associated with the text string;
• using said re-mapping to rank the two identified query intents with respect to the text string to obtain one out of the two identified query intents that ranks higher, by a threshold amount, than the other identified intent, as re-analyzed utilizing the set of custom values;
• retrieving an audio answer associated with the one of the two identified intents;
• and
• presenting the retrieved audio answer in audio manner to the human caller.