AT&T Intellectual Property I, LP

Interactions Corporation

Gregory Pulz

Harry Edward Blanchard

Lan Zhang

Steven Hart Lewis

Charles Rajnai

In one example, the present disclosure describes a device, computer-readable medium, and method for automatically learning and facilitating interaction routines involving at least one human participant. In one example, a method includes learning an interaction routine conducted between a human user and a second party, wherein the interaction routine comprises a series of prompts and responses designed to identify and deliver desired information, storing a template of the interaction routine based on the learning, wherein the template includes at least a portion of the series of prompts and responses, detecting, in the course of a new instance of the interaction routine, at least one prompt from the second party that requests a response from the human user, and using the template to provide a response to the prompt so that involvement of the human user in the new instance of the interaction routine is minimized.

Personal assistant for facilitating interaction routines

Systems, methods, and computer-readable storage media for providing for intelligent switching of languages and/or pronunciations in a text-to-speech system. As the system receives text, the text is analyzed to identify portions which should have speech constructed using a pronunciation distinct from the remaining portions of the text. The text-to-speech system uses multiple pronunciation dictionaries to generate and produce speech corresponding to the text, where the identified portions of the text are in a different language or have a different accent from the remainder of the text. Having generated speech corresponding to the text in multiple languages, accents, or dialects, the system combines the portions, then communicates the speech to the text recipient.

System and method for intelligent language switching in automated text-to-speech systems

Devices, systems, and methods for generating a unified menu for multiple communication channels are provided. User interaction information received via the multiple communication channels are transmitted to a central server over a network. The central server also receives notification information or directive information from a source external to the central server. The central server weighs the received information and transforms the weighted information into unified menu options in a unified menu. The unified menu is transmitted to the multiple communication channels, such that same unified menu options are provided at each of the multiple communication channels.

System and method for generating a unified menu for multiple communication channels

A dynamically updated script for an interactive communication is generated during an interactive communication. The interactive communication is monitored over a communication network using a computer with a processor and memory for input during the interactive communication. When an input incompatible with an original script for the interactive communication is detected for the interactive communication, a dynamically updated script different from the script is generated in accordance with a type of the incompatible input.

Dynamic modification of automated communication systems

In a method for use in Interactive Voice Response (IVR) systems, an IVR is configured such that voice prompts provided to a caller vary systematically and caller hang-up activity is attributed to the particular version of a prompt played to the caller. Voice prompt modifications are chosen based on how long the caller willingly listens to the voice prompt. A relatively short time listening to a prompt before hang-up, indicates dissatisfaction with that prompt. The system compares caller hang-up rates for each of the phrases in a prompt and chooses the optimum solution, which is the variant of the prompt with the longest caller listening time. Optionally, the system compares hang up rates to a threshold and contingent on that comparison chooses an alternative version of the prompt.

System and method for prompt modification based on caller hang ups in IVRs

System and method for prompt modification based on caller hang Ups in IVRs

A script for an interactive communication is dynamically adjusted during the interactive communication. The interactive communication is monitored over a communication network using a computer with a processor and memory for input during the interactive communication. Input incompatible with a script for the interactive communication is detected for the interactive communication. The incompatible input is categorized. The script is dynamically adjusted during the interactive communication into a dynamically updated script in accordance with the categorizing. Information is provided over the communication network to the initiator in accordance with the dynamically updated script.

Disclosed herein are systems, computer-implemented methods, and computer-readable media for recognizing speech. The method includes receiving speech from a user, perceiving at least one speech dialect in the received speech, selecting at least one grammar from a plurality of optimized dialect grammars based on at least one score associated with the perceived speech dialect and the perceived at least one speech dialect, and recognizing the received speech with the selected at least one grammar. Selecting at least one grammar can be further based on a user profile. Multiple grammars can be blended. Predefined parameters can include pronunciation differences, vocabulary, and sentence structure. Optimized dialect grammars can be domain specific. The method can further include recognizing initial received speech with a generic grammar until an optimized dialect grammar is selected. Selecting at least one grammar from a plurality of optimized dialect grammars can be based on a certainty threshold.

Growing community of inventors

Cranbury, NJ, United States of America

Gregory Pulz