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    System and method for optimizing response handling time and customer satisfaction scores
    12.
    发明授权
    System and method for optimizing response handling time and customer satisfaction scores 有权
    优化响应处理时间和客户满意度分数的系统和方法

    公开(公告)号：US08612532B2

    公开(公告)日：2013-12-17

    申请号：US13690929

    申请日：2012-11-30

    Applicant: AT&T Intellectual Property I, L.P.

    Inventor： Srinivas Bangalore ,  Mazin Gilbert

    IPC: G06F15/16

    CPC classification number: H04L51/02 ,  G06Q10/06 ,  G06Q10/06311 ,  G06Q10/063112 ,  G06Q30/0207 ,  G06Q30/0245

    Abstract: A system and method disclosed for using and updating a database of template responses for a live agent in response to user communications. The method includes computing an average string distance between each response from a live agent and a template, use to generate the response, modifying the computed average string distance based on a customer satisfaction score associated with each response and selecting a response that minimizes the computed average string distance and maximizes customer satisfaction. Upon receiving a further communication on a certain issue, the system presents a prototype response that has been added to the template database to the live agent for use in generating a response to the further communication that reduces handling time and increases customer satisfaction.

    Abstract translation: 公开了用于响应于用户通信使用和更新活动代理的模板响应的数据库的系统和方法。 该方法包括计算来自活动代理和模板的每个响应之间的平均字符串距离，用于生成响应，基于与每个响应相关联的客户满意度得分修改所计算的平均字符串距离，并且选择使计算出的平均值最小化的响应 弦距，并最大化客户满意度。 在一个特定的问题上接收到进一步的通信之后，系统呈现已经被添加到模板数据库中的实时代理的原型响应，用于产生对进一步通信的响应，这减少了处理时间并提高了客户满意度。

    System and method for semantic processing of natural language commands
    13.
    发明授权
    System and method for semantic processing of natural language commands 有权

    公开(公告)号：US10556348B2

    公开(公告)日：2020-02-11

    申请号：US15705320

    申请日：2017-09-15

    Applicant: AT&T Intellectual Property I, L.P.

    Inventor： Svetlana Stoyanchev ,  Srinivas Bangalore ,  John Chen ,  Hyuckchul Jung

    IPC: B25J13/00 ,  G06F17/27

    Abstract: A system, method and computer-readable storage devices are for processing natural language commands, such as commands to a robotic arm, using a Tag & Parse approach to semantic parsing. The system first assigns semantic tags to each word in a sentence and then parses the tag sequence into a semantic tree. The system can use statistical approach for tagging, parsing, and reference resolution. Each stage can produce multiple hypotheses, which are re-ranked using spatial validation. Then the system selects a most likely hypothesis after spatial validation, and generates or outputs a command. In the case of a robotic arm, the command is output in Robot Control Language (RCL).

    Personal customer care agent
    14.
    发明授权
    Personal customer care agent 有权

    公开(公告)号：US10042877B2

    公开(公告)日：2018-08-07

    申请号：US14732282

    申请日：2015-06-05

    Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.

    Inventor： Junlan Feng ,  Srinivas Bangalore ,  Michael James Robert Johnston ,  Taniya Mishra

    IPC: G06Q30/02 ,  G06Q30/06 ,  G06F17/30 ,  G06Q10/00 ,  G06Q30/00 ,  G06Q30/04 ,  H04L29/08

    Abstract: Information is aggregated and made available to users. A system monitors over the internet a first set of external information sources for a first user based on instructions from a first user profile that specifies information to aggregate for the first user. The system detects, based on the monitoring, new data at one of the first set of information sources. The system obtains the new data at the one of the first set of information sources, independent of preferences of the one of the first set of information sources. The system updates aggregated information for the first user with the new data from the one of the first set of information sources. The updated aggregated information for the first user is made available to the first user.

    System and method for tightly coupling automatic speech recognition and search
    15.
    发明授权
    System and method for tightly coupling automatic speech recognition and search 有权
    紧密耦合自动语音识别和搜索的系统和方法

    公开(公告)号：US09431009B2

    公开(公告)日：2016-08-30

    申请号：US14479980

    申请日：2014-09-08

    Applicant: AT&T Intellectual Property I, L.P.

    Inventor： Srinivas Bangalore ,  Taniya Mishra

    IPC: G10L15/18 ,  G06F17/30 ,  G10L15/08

    CPC classification number: G10L15/18 ,  G06F17/30637 ,  G06F17/30663 ,  G10L15/083

    Abstract: Systems, methods, and computer-readable storage media relate to performing a search. A system configured to practice the method first receives from an automatic speech recognition (ASR) system a word lattice based on speech query and receives indexed documents from an information repository. The system composes, based on the word lattice and the indexed documents, at least one triple including a query word, selected indexed document, and weight. The system generates an N-best path through the word lattice based on the at least one triple and re-ranks ASR output based on the N-best path. The system aggregates each weight across the query words to generate N-best listings and returns search results to the speech query based on the re-ranked ASR output and the N-best listings. The lattice can be a confusion network, the arc density of which can be adjusted for a desired performance level.

    Abstract translation: 系统，方法和计算机可读存储介质涉及执行搜索。 配置为实施该方法的系统首先从自动语音识别（ASR）系统接收基于语音查询的字格，并从信息库接收索引的文档。 该系统基于字格和索引文档，组合至少一个包括查询词，选择的索引文档和权重的三元组。 该系统基于至少一个三重生成通过该字格的N个最佳路径，并且基于该N最佳路径重新排列ASR输出。 系统通过查询字聚合每个权重，以产生N最佳列表，并根据重新排列的ASR输出和N最佳列表将搜索结果返回给语音查询。 晶格可以是混淆网络，其电弧密度可以针对期望的性能水平进行调整。

    SYSTEM AND METHOD FOR ENRICHING SPOKEN LANGUAGE TRANSLATION WITH DIALOG ACTS
    17.
    发明申请
    SYSTEM AND METHOD FOR ENRICHING SPOKEN LANGUAGE TRANSLATION WITH DIALOG ACTS 有权
    用对话语言强化语音翻译的系统和方法

    公开(公告)号：US20130151232A1

    公开(公告)日：2013-06-13

    申请号：US13761549

    申请日：2013-02-07

    Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.

    Inventor： Srinivas Bangalore ,  Vivek Kumar Rangarajan Sridhar

    IPC: G06F17/28

    CPC classification number: G06F17/28 ,  G06F17/279 ,  G06F17/289

    Abstract: Disclosed herein are systems, computer-implemented methods, and tangible computer-readable media for enriching spoken language translation with dialog acts. The method includes receiving a source speech signal, tagging dialog acts associated with the received source speech signal using a classification model, dialog acts being domain independent descriptions of an intended action a speaker carries out by uttering the source speech signal, producing an enriched hypothesis of the source speech signal incorporating the dialog act tags, and outputting a natural language response of the enriched hypothesis in a target language. Tags can be grouped into sets such as statement, acknowledgement, abandoned, agreement, question, appreciation, and other. The step of producing an enriched translation of the source speech signal uses a dialog act specific translation model containing a phrase translation table.

    Abstract translation: 本文公开了系统，计算机实现的方法和有形计算机可读介质，用于通过对话行为丰富口语翻译。 该方法包括使用分类模型来接收源语音信号，与接收到的源语音信号相关联的标签对话动作，对话体是说话者通过发出源语音信号来执行的预期动作的域独立描述，产生丰富的假设 包含对话行为标签的源语音信号，并以目标语言输出丰富假说的自然语言响应。 标签可以分组，如声明，确认，放弃，协议，问题，升值等。 产生源语音信号的丰富翻译的步骤使用包含短语翻译表的对话行为特定翻译模型。

    System and method for improving speech recognition accuracy using textual context
    19.
    发明授权
    System and method for improving speech recognition accuracy using textual context 有权
    使用文本语境提高语音识别精度的系统和方法

    公开(公告)号：US09058808B2

    公开(公告)日：2015-06-16

    申请号：US14061855

    申请日：2013-10-24

    Applicant: AT&T Intellectual Property I, L.P.

    Inventor： Dan Melamed ,  Srinivas Bangalore ,  Michael Johnston

    IPC: G10L15/04 ,  G10L17/04 ,  G10L15/19 ,  G10L15/183

    CPC classification number: G10L25/51 ,  G06F3/162 ,  G10L15/05 ,  G10L15/07 ,  G10L15/18 ,  G10L15/183 ,  G10L15/19 ,  G10L15/30 ,  G10L17/04 ,  G10L2015/228

    Abstract: Disclosed herein are systems, methods, and computer-readable storage media for improving speech recognition accuracy using textual context. The method includes retrieving a recorded utterance, capturing text from a device display associated with the spoken dialog and viewed by one party to the recorded utterance, and identifying words in the captured text that are relevant to the recorded utterance. The method further includes adding the identified words to a dynamic language model, and recognizing the recorded utterance using the dynamic language model. The recorded utterance can be a spoken dialog. A time stamp can be assigned to each identified word. The method can include adding identified words to and/or removing identified words from the dynamic language model based on their respective time stamps. A screen scraper can capture text from the device display associated with the recorded utterance. The device display can contain customer service data.

    Abstract translation: 本文公开了用于使用文本上下文改善语音识别精度的系统，方法和计算机可读存储介质。 所述方法包括检索记录的话语，从与所述口语对话相关联的设备显示中捕获文本并由一方观看所述记录的话语，以及识别与记录的话语相关的所捕获的文本中的单词。 该方法还包括将所识别的词添加到动态语言模型中，并使用动态语言模型来识别记录的话语。 记录的话语可以是一个口语对话。 时间戳可以分配给每个识别的单词。 该方法可以包括基于它们各自的时间戳将识别的词添加到动态语言模型中和/或从动态语言模型中移除所识别的单词。 屏幕刮刀可以从与记录的话语相关联的设备显示中捕获文本。 设备显示可以包含客户服务数据。

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