Custom grammars builder platform

Patent metadata

Field	Value
Publication number	US-10063701-B2
Application number	US-201414290446-A
Country	US
Kind code	B2
Filing date	May 29, 2014
Priority date	May 29, 2014
Publication date	Aug 28, 2018
Grant date	Aug 28, 2018

Abstract

A request to execute an interaction site associated with a custom grammars file is received from a user device and by a communications system. An interaction flow document to execute the interaction site is accessed by the communications system. The custom grammars file is accessed by the communications system, the custom grammars file being configured to enable the communications system to identify executable commands corresponding to utterances spoken by users of user devices. An utterance spoken by a user of the user device is received from the user device and by the communications system. The utterance is stored by the communications system. The custom grammars file is updated by a grammar generation system to include a representation of the stored utterance for processing utterances in subsequent communications with users.

First claim

What is claimed is:

1. A computer-implemented method, comprising:
receiving, from a user device and by a communications system, a request to execute an interaction site of a plurality of interaction sites being associated with a plurality of corresponding applications and corresponding custom grammars files, the interaction site enabling communications between the user device and the communications system over any of multiple communications channels, including an interactive voice response (IVR) channel and a custom grammars file corresponding to the interaction site specifying executable commands specific to the interaction site and being configured to enable the communications system to identify the specific executable commands to control the interaction site;
accessing, by the communications system, an interaction flow document to execute the interaction site;
accessing, by the communications system, the custom grammars file, the custom grammars file being configured to enable the communications system to recognize utterances that are specific to the interaction site spoken by users of user devices;
receiving, from the user device and by the communications system, an utterance spoken by a user of the user device;
transcribing, by the communication system, the utterance to a transcribed utterance;
determining, by the communication system, whether the transcribed utterance is recognized based on the custom grammars file;
in response to determining that the transcribed utterance is not recognized based on the custom grammars file:
storing, by the communications system, the utterance; and
updating, by a grammar generation system, the custom grammars file to include a representation of the stored utterance for processing utterances in subsequent communications with users;

determining, by the communications system, a configuration parameter for the interaction site that specifies a sharing option for the custom grammars file;
conditioned on determining that the configuration parameter specifies sharing the custom grammars file with other interaction sites, enabling the updated custom grammars file to be accessible by other interaction sites; and
conditioned on determining that the configuration parameter specifies limiting the custom grammars file for use by the interaction site, storing the updated custom grammars file for private use by the interaction site.

2. The method of claim 1 , wherein updating the custom grammars file comprises:
storing the custom grammars file in a grammar database, and wherein enabling the updated custom grammars file to be accessible by other interaction sites comprises enabling the custom grammars file in the grammar database to be accessible by one or more communications systems executing one or more interaction sites associated with the custom grammars file.

3. The method of claim 2 , wherein enabling the updated custom grammars file to be accessible by other interaction sites comprises:
receiving, from a second user device and by the communications system, a request to execute a second interaction site associated with the custom grammars file; and
accessing, by the communications system, the custom grammars file in the grammar database, the custom grammars file being updated by the grammar generation system to include the representation of the utterance.

4. The method of claim 1 , wherein storing the updated custom grammars file for private use by the interaction site comprises:
generating, by the grammar generation system, a private custom grammars file for the interaction site; and
storing the private custom grammars file in a grammar database, the private custom grammars file being accessible to one or more communications systems executing the interaction site associated with the custom grammars file and not being accessible to one or more communications systems executing other interaction sites associated with the custom grammars file.

5. The method of claim 1 , wherein receiving a request to execute an interaction site comprises:
receiving a first request to execute a first interaction page of the interaction site, wherein the first interaction page is associated with the custom grammars file; and
receiving a second request to execute a second interaction page of the interaction site, wherein the second interaction page is associated with a second custom grammars file.

6. The method of claim 1 , wherein storing the utterance comprises:
determining that a command associated with the transcribed utterance is not recognized by the communications system using the custom grammars file; and
in response to determining that the command is not recognized by the communications system using the custom grammars file, storing the utterance.

7. The method of claim 1 , wherein the custom grammars file includes Grammar Extensible Markup Language (GRXML) scripts configured to identify a command associated with the utterance spoken by the user.

8. The method of claim 1 , wherein the interaction flow document includes XML scripts that correspond to interaction pages of the interaction site.

9. The method of claim 1 , wherein the multiple communications channels further include at least one of a SMS channel, a chat channel, and an email channel.

10. A computer-implemented system comprising:
one or more processors and one or more non-transitory computer-readable storage devices storing instructions that, when executed by the one or more processors, cause the one or more processors to perform operations comprising:
receiving, from a user device, a request to execute an interaction site of a plurality of interaction sites being associated with a plurality of corresponding applications and corresponding custom grammars files, the interaction site enabling communications between the user device and a communications system over any of multiple communications channels, including an interactive voice response (IVR) channel and a custom grammars file corresponding to the interaction site specifying executable commands specific to the interaction site and being configured to enable the communications system to identify the specific executable commands to control the interaction site;
accessing an interaction flow document to execute the interaction site;
accessing the custom grammars file, the custom grammars file being configured to enable the communications system to recognize utterances that are specific to the interaction site spoken by users of user devices;
receiving, from the user device, an utterance spoken by a user of the user device;
transcribing the utterance to a transcribed utterance;
determining whether the transcribed utterance is recognized based on the custom grammars file;
in response to determining that the transcribed utterance is not recognized based on the custom grammars file:
storing the utterance; and
updating the custom grammars file to include a representation of the stored utterance for processing utterances in subsequent communications with users;

determining a configuration parameter for the interaction site that specifies a sharing option for the custom grammars file;
conditioned on determining that the configuration parameter specifies sharing the custom grammars file with other interaction sites, enabling the updated custom grammars file to be accessible by other interaction sites; and
conditioned on determining that the configuration parameter specifies limiting the custom grammars file for use by the interaction site, storing the updated custom grammars file for private use by the interaction site.

11. The system of claim 10 , wherein updating the custom grammars file comprises:
storing the custom grammars file

Assignees

• Angel Com Incorporated
• Genesys Telecommunications Laboratories Inc

Inventors

• Kumar Praphul
• Wellman Aaron

Classifications

• G10L2015/223

  Execution procedure of a spoken command · CPC title

• G10L15/183

  using context dependencies, e.g. language models · CPC title

• H04M3/4936 Primary

  Speech interaction details (speech recognition per se G10L15/00) · CPC title

• G10L15/22

  Procedures used during a speech recognition process, e.g. man-machine dialogue · CPC title

• G10L2015/0638

  Interactive procedures · CPC title