Speechworks International, Inc.

Krishna K Govindarajan

Michael Stuart Phillips

Mark Fanty

Etienne Barnard

A telephone-based interactive speech recognition system is retrained using variable weighting and incremental retraining. Variable weighting involves changing the relative influence of particular measurement data to be reflected in a statistical model. Statistical model data is determined based upon an initial set of measurement data determined from an initial set of speech utterances. When new statistical model data is to be generated to reflect new measurement data determined from new speech utterances, a weighting factor is applied to the new measurement data to generate weighted new measurement data. The new statistical model data is then determined based upon the initial set of measurement data and the weighted new measurement data. Incremental retraining involves generating new statistical model data using prior statistical model data to reduce the amount of prior measurement data that must be maintained and processed. When prior statistical model data needs to be updated to reflect characteristics and attributes of new speech utterances, statistical model data is generated for the new speech utterances. Then the prior statistical model data and the statistical model data for the new measurement data are processed to generate the new statistical model data.

Automatically retraining a speech recognition system

A method and apparatus are provided for improving the performance of an interactive speech application. The interactive speech application is developed and deployed for use by one or more callers. During execution, the interactive speech application stores, in a log, event information that describes each task carried out by the interactive speech application in response to interaction with the one or more callers. The application also stores one or more sets of audio information, in which each of the sets of audio information is associated with one or more utterances by one of the callers. Each of the sets of audio information is associated with one of the tasks represented in the log. After the log is established, an analytical report is displayed. The report describes selective actions taken by the interactive speech application while executing, and selective actions taken by one or more callers while interacting with the interactive speech application. Information in the analytical report is selected so as to identify one or more potential performance problems in the interactive speech application. While the analytical report is displayed, when the analytical report reaches a point at which the audio information was previously recorded and stored, the audio information may be replayed and analyzed. The interactive speech application is modified based on the analytical report. Accordingly, the interactive speech application may be improved based upon its actual performance, and its actual performance may be evaluated in detail based on specific call events and caller responses to application actions.

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Somerville, MA, United States of America

Krishna K Govindarajan