Method of Handling Frequently Asked Questions in a Natural Language Dialog Service

Abstract

A voice-enabled help desk service is disclosed. The service comprises an automatic speech recognition module for recognizing speech from a user, a spoken language understanding module for understanding the output from the automatic speech recognition module, a dialog management module for generating a response to speech from the user, a natural voices text-to-speech synthesis module for synthesizing speech to generate the response to the user, and a frequently asked questions module. The frequently asked questions module handles frequently asked questions from the user by changing voices and providing predetermined prompts to answer frequently asked questions.

Description

PRIORITY INFORMATION[0001]The present application is a continuation of U.S. patent application Ser. No. 10 / 325,266, filed Dec. 19, 2002, which is incorporated herein by reference in its entirety.RELATED APPLICATIONS[0002]This case is related to U.S. patent application Ser. No. 10 / 325,295 filed Dec. 19, 2002, the contents of which are incorporated herein by reference (docket number 2002-0093). This case is related to U.S. patent application Ser. No. 10 / 326,692 filed Dec. 19, 2002, the contents of which are incorporated herein by reference (docket number 2002-0050). This case is related to U.S. patent application Ser. No. 10 / 326,691 filed Dec. 19, 2002, the contents of which are incorporated herein by reference (docket number 2002-0051). Each of these applications is assigned to the assignee of the present patent application and is filed on the same day as the present application.BACKGROUND OF THE INVENTION[0003]1. Field of the Invention[0004]The present invention relates to dialog sy...

AI Technical Summary

Benefits of technology

[0013]What is needed in the art is a help desk service that provides a more natural information exchange between a user and the help desk that increases customer satisfaction. An advantage of the present invention is to enable a natural languages help desk application that provides increased ease of use for customers calling the help desk.

[0014]Another advantage of the present invention is to improve customer relationships with companies using a natural language help desk that understands and interacts with users in a more efficient and pleasant manner, especially when handling frequently asked questions.

[0015]Embodiments of the present invention include systems, methods and computer-readable media storing instructions for providing a voice-enabled interface. In an exemplary embodiment, a method of answering frequently asked questions in a spoken dialog service wherein a first voice communicates with a user comprises receiving an utterance from the user, determining whether the utterance is a frequently asked question (FAQ), and if the utterance is a FAQ, answering the question in a second voice. The second voice may be of a different gender than the first voice or just have different enough characteristics to make the user realize that a different virtual agent is handling the question outside the normal dialog flow. After the FAQ is answered, the method comprises the second voice providing a prompt to the user that it is sending the user back to the first voice to continue with the spoken dialog.

[0016]In this manner, the present invention improves the handling of frequently asked questions during a spoken dialog. The frequently asked question method is preferably controlled by a frequently asked questions module that, in one aspect of the invention, is associated with the spoken language understanding module in a spoken dialog system.

Problems solved by technology

Several studies have shown that the “unnatural” and poor user interface of such menus tends to confuse and frustrate callers, preventing the callers from accessing information and in many cases obtaining the desired service they expect.

For example, studies show that over 53% of surveyed consumers say that automated IVR systems are the most frustrating part of customer service.

In one survey, 46% of consumers dropped their credit card provider and 30% of them dropped their phone company provider due to poor customer care.

Previous systems failed to adequately and efficiently handle these kinds of frequently asked questions.

Current technologies fail to enable companies to afford generating automated help desks.

Such systems are time-consuming and costly to build, thus effectively preventing many companies from participating and receiving the improved customer care service that can be provided.

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