System and method for customized voice response

Patent metadata

Field	Value
Publication number	US-2016240191-A1
Application number	US-201615135237-A
Country	US
Kind code	A1
Filing date	Apr 21, 2016
Priority date	Jun 18, 2010
Publication date	Aug 18, 2016
Grant date	—

Abstract

Disclosed herein are systems, methods, and non-transitory computer-readable storage media for approximating an accent source. A system practicing the method collects data associated with customer specific services, generates country-specific or dialect-specific weights for each service in the customer specific services list, generates a summary weight based on an aggregation of the country-specific or dialect-specific weights, and sets an interactive voice response system language model based on the summary weight and the country-specific or dialect-specific weights. The interactive voice response system can also change the user interface based on the interactive voice response system language model. The interactive voice response system can tune a voice recognition algorithm based on the summary weight and the country-specific weights. The interactive voice response system can adjust phoneme matching in the language model based on a possibility that the speaker is using other languages.

First claim

What is claimed is:

1 . A method comprising:
analyzing, by a system comprising a processor, interaction information associated with a user and network services to generate country-specific weights associated with the network services; aggregating, by the system, the country-specific weights to generate summary weights; selecting, by the system, an interactive voice response system language model based on the summary weights; and recognizing, by the system, speech received from a device associated with the user by applying the interactive voice response system language model to an interactive voice response system.

2 . The method of claim 1 , wherein the processor comprises a plurality of processors operating in a distributed processing environment, and further comprising collecting the interaction information according to a customer-specific list of the network services associated with the user.

3 . The method of claim 1 , wherein the interactive voice response system changes a user interface based on the interactive voice response language model.

4 . The method of claim 1 , wherein the interactive voice response system selects language options for a splash screen based on the country-specific weights.

5 . The method of claim 1 , wherein the interactive voice response system tunes a voice recognition algorithm based on the country-specific weights.

6 . The method of claim 1 , wherein the interactive voice response system adjusts phoneme matching in the interactive voice response system language model based on a possibility that the user is using other languages based on the country-specific weights.

7 . The method of claim 1 , wherein the interactive voice response system monitors a number of times the user repeats speech input.

8 . The method of claim 1 , wherein the interaction information includes a phone record, an internet services record, a television service record, a mobile device record, location information, or any combination thereof.

9 . The method of claim 8 , wherein the internet service record includes a user requested top level domain, a web page language encoding, a browsing history, a viewed web page content, or any combination thereof.

10 . The method of claim 8 , wherein the television service record includes a viewing history, a time of channel changes, a content of viewed channels, a digital video recorder recording history, scheduled shows for recording, a viewing location, or any combination thereof.

11 . A machine-readable storage medium, comprising executable instructions that, when executed by a processor, facilitate performance of operations, comprising:
analyzing interaction information associated with a user and a network service to generate country-specific weights associated with the network service; selecting an interactive voice response system language model based on the country-specific weights; and recognizing speech received from a device associated with the user by applying the interactive voice response system language model to an interactive voice response system.

12 . The machine-readable storage medium of claim 11 , wherein the processor comprises a plurality of processors operating in a distributed processing environment, and wherein the operations further comprise determining the network service according to a customer-specific list of network services that are associated with the user.

13 . The machine-readable storage medium of claim 11 , wherein the interactive voice response system adjusts a user interface based on the interactive voice response language model.

14 . The machine-readable storage medium of claim 11 , wherein the interactive voice response system selects language options for a splash screen based on the country-specific weights.

15 . The machine-readable storage medium of claim 11 , wherein the interactive voice response system tunes a voice recognition algorithm based on the country-specific weights.

16 . The machine-readable storage medium of claim 11 , wherein the interactive voice response system adjusts phoneme matching in the interactive voice response system language model based on a possibility that the user is using other languages based on the country-specific weights.

17 . The machine-readable storage medium of claim 11 , wherein the interactive voice response system monitors a number of times the user repeats speech input.

18 . The machine-readable storage medium of claim 11 , wherein the interaction information includes a phone record, an internet services record, a television service record, a mobile device record, location information, or any combination thereof.

19 . A device, comprising:
a processor; and a memory that stores executable instructions that, when executed by the processor, facilitate performance of operations, comprising: analyzing interaction information associated with a user and a network service to generate country-specific weights associated with the network service; and recognizing, via an interactive voice response system according to the country-specific weights, speech received from a device associated with the user.

20 . The device of claim 19 , wherein the processor comprises a plurality of processors operating in a distributed processing environment, wherein the operations further comprise selecting an interactive voice response system language model according to the country-specific weights.

Assignees

• At & T Ip I Lp

Inventors

• Duffield Nicholas

Classifications

• H04M2203/255

  comprising a personalized user interface · CPC title

• G10L15/18 Primary

  using natural language modelling · CPC title

• H04M3/4936

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

• G10L15/00

  Speech recognition (G10L17/00 takes precedence) · CPC title

• G06F3/167

  Audio in a user interface, e.g. using voice commands for navigating, audio feedback · CPC title