Interactions Corporation

Interactions Corportion

James Dreher

Michael J Johnston

Ethan Selfridge

Yoryos Yeracaris

John Leonard

Robert Lifgren

Philip M Gray

A computer-implemented method for providing agent assisted transcriptions of user utterances. A user utterance is received in response to a prompt provided to the user at a remote client device. An automatic transcription is generated from the utterance using a language model based upon an application or context, and presented to a human agent. The agent reviews the transcription and may replace at least a portion of the transcription with a corrected transcription. As the agent inputs the corrected transcription, accelerants are presented to the user comprising suggested texted to be inputted. The accelerants may be determined based upon an agent input, an application or context of the transcription, the portion of the transcription being replaced, or any combination thereof. In some cases, the user provides textual input, to which the agent transcribes an intent associated with the input with the aid of one or more accelerants.

Accelerating agent performance in a natural language processing system

An interactive response system directs input to a software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems. The system utilizes human 'intent analysts' for purposes of interpreting customer utterance. Automated speech recognition subsystems are trained by coupling utterances with IA-selected meanings for those utterances, using non-real time systems to develop the training information for the automated speech recognition subsystems.

Automated speech recognition system for natural language understanding

An interactive response system mixes HSR subsystems with ASR subsystems to facilitate overall capability of voice user interfaces. The system permits imperfect ASR subsystems to nonetheless relieve burden on HSR subsystems. An ASR proxy is used to implement an IVR system, and the proxy decides, based on a set of rules, to route an utterance solely to one ASR, to route it to an HSR in addition to at least one ASR, to route it solely to one or more HSR subsystem, to reroute an utterance originally sent to an ASR over to an HSR, to use HSRs to help tune and train one or more ASRs, and to use multiple ASRs to increase reliability of results.

Automated speech recognition proxy system for natural language understanding

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Carmel, IN, United States of America

James Dreher