Audio Handler Filtering for Conversational Voice Inputs
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Solution Overview
Problem
Conventional voicebots struggle with conversational and real-world caller dialog due to misinterpretation, confusion from extraneous audio, out-of-sequence inputs, and difficulty in evaluating performance, leading to subjective and time-consuming improvements.
Innovation Solution
An intelligent voice interface system that includes an audio handler to filter irrelevant audio, handle out-of-sequence dialog, infer user states, and improve natural language processing to better understand imperfect caller inputs, combined with a call review tool for manual evaluation and improvement.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If conventional voicebots use strict menu-driven IVR systems, then the system structure is simple and easy to control, but the user experience is rigid and cannot handle conversational inputs
Solution Approach 1:
The patent implements a dynamic dialogue management system that adapts its behavior based on caller inputs. The system transitions from rigid menu-driven flows to flexible conversational paths by continuously monitoring caller state, pause duration, and input sequence, allowing the dialogue structure to evolve dynamically rather than following a predetermined script
Solution Approach 2:
The system changes operational parameters based on detected caller behaviors. When pauses exceed threshold durations or when non-standard inputs are detected, the system modifies its response parameters by switching to different dialogue pathways, adjusting prompt types, or changing the expected input format to better match the caller's conversational style
2Reliability
If conventional voicebots require highly ordered sequence of inputs, then the evaluation process is straightforward, but the system becomes confused by real-world conversational behaviors like pauses and side conversations
Solution Approach 1:
The system performs preliminary actions by detecting and filtering out irrelevant audio segments before processing caller inputs. It identifies pauses, side conversations, and filler words in advance, separating these from meaningful inputs, and processes only the relevant information to maintain accurate understanding despite noisy real-world conditions
Solution Approach 2:
The patent introduces an intermediary processing layer that mediates between raw audio inputs and the core dialogue management system. This intermediary component filters, cleans, and prepares the audio data by removing extraneous elements, translating messy real-world speech into structured representations that the dialogue system can process reliably
3Measurement precision
If manual evaluation of voicebot performance is performed, then detailed insights can be obtained, but the process is time-consuming and subjective
Solution Approach 1:
The system performs self-evaluation by automatically monitoring its own performance metrics during interactions. It tracks dialogue completion rates, identifies successful information extraction, and detects failure modes without requiring external reviewers, enabling continuous self-improvement while reducing the time and subjectivity associated with manual evaluation
Data Source
AI summary
A method provides identification of relevant caller dialog with an intelligent voice interface configured to lead callers through pathways of an algorithmic dialog including available voice prompts. The method may include, during a voice communication with a caller, receiving from the caller device caller input data indicative of a voice input of the caller, and determining, by processing the caller input data, that a first portion of the voice input is intended to convey caller information to the intelligent voice interface, and that a second portion of the voice input is not intended to convey caller information. The method may also include identifying relevant caller information by analyzing the first portion of the voice input without the second portion of the voice input, and storing the relevant caller information in a database and/or selecting a pathway through the algorithmic dialog based upon the relevant caller information.