Numeric weighting of error recovery prompts for transfer to...

Details Numeric weighting of error recovery prompts for transfer to... Numeric weighting of error recovery prompts for transfer to...

2005-08-16

2011-12-06

Dorvil, Richemond (Department: 2626)

Data processing: speech signal processing, linguistics, language

Speech signal processing

Application

C704S246000, C704S257000, C379S265020

Reexamination Certificate

active

08073699

ABSTRACT:
A method for a speech response system to automatically transfer users to human agents. The method can establish an interactive dialog session between a user and an automated speech response system. An error score can be established when the interactive dialog session is initiated. During the interactive dialog session, responses to dialog prompts can be received. Error weights can be assigned to receive responses determined to be non-valid responses. Different non-valid responses can be assigned different error weights. For each non-valid response, the assigned error weight can be added to the error score. When a value of the error score exceeds a previously established error threshold, a user can be automatically transferred from the automated speech response system to a human agent.

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