System and method for reporting information from automated dialog systems

A system communication and reporting technology, applied in data processing applications, special data processing applications, marketing, etc., can solve problems such as the inability to provide business-related data and the difficulty of measuring user experience in automatic systems

Inactive Publication Date: 2006-04-05
AMERICAN TELEPHONE & TELEGRAPH CO
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, a disadvantage of such systems is that human agents are no longer involved in the interactive process, and it is becoming increasingly difficult to measure user experience with automated systems
Most current analysis of spoken dialogue systems focuses on how to deploy and tune the system, which does not provide useful business-relevant data

Method used

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  • System and method for reporting information from automated dialog systems
  • System and method for reporting information from automated dialog systems
  • System and method for reporting information from automated dialog systems

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Embodiment Construction

[0018] The present invention can be understood by referring to the drawings and the following description of the preferred embodiments. The present invention can be implemented using any appropriate programming language, and can be run on a computer server or a combination of computing devices connected in a way to obtain necessary oral conversation information and report information such as trends.

[0019] Exemplary embodiments of the present invention involve tools or software modules that analyze the information contained in the oral dialogue system log and describe the information in an easy-to-understand form suitable for use by system designers, call center customers, or others. Relevant features (such as canceling a service call) can be extracted from the log of the caller's system interaction and tracked by trend analysis software. Tracked features that move outside of their desired range on a certain day generate headlines as part of the website that is automatically gen...

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PUM

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Abstract

A method and system for reporting data from a spoken dialog service is disclosed. The method comprises extracting data regarding user dialogs using a dialog logging module in the spoken dialog service, analyzing the data to identify trends and reporting the trends. The data may be presented in a visual form for easier consumption. The method may also relate to identifying data within the control or outside the control of a service provider that is used to adjust the spoken dialog service to maximize customer retention.

Description

Technical field [0001] The present invention relates to a spoken dialog system, and more particularly to a system and method for detecting, summarizing and reporting information from an automatic dialog system. Background technique [0002] Oral dialogue systems have become more popular and easy to provide for many companies. These systems provide users and customers with a voice interface to the company, where users can speak in a natural way to provide and receive information. As these verbal dialogue systems become more commonplace, much information about their operation can be obtained from their system logs. VoiceTone by AT&T  Services are examples of voice dialogue systems that can be developed for a specific company or purpose. Because these systems are automated, they can provide a large amount of data about the operation of the system to many different audiences. [0003] The basic components of the spoken dialogue service include an automatic speech recognition (ASR) m...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/00G06F17/30G06Q30/00
CPCG06Q30/02G06Q50/00G06Q10/00
Inventor 蒂尔索·M·阿朗索肖纳·道格拉斯马津·G·拉哈姆本亚明·J·施特恩
Owner AMERICAN TELEPHONE & TELEGRAPH CO
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