Hewlett-packard Development Company, L.p.

Sherif Yacoub

Steven J Simske

Xiaofan Lin

Paolo Faraboschi

Roland John Burns

Daniel Ortega

Francois Vincent

Jose Abad Peiro

Jean-Manuel Van Thong

Vinay Saxena

Paul Michael Burke

R John Burns

John Burns

Giuliano Di Vitantonio

Suzanne Prince

Example methods for finding a text reading order in a document are described in which text zones are determined, the text zones are clustered using semantic measure and correlation and a reading order is found within each of the clusters.

Method for finding text reading order in a document

An automated document processing system is configured to normalize zones obtained from a document, and to extract articles from the normalized zones. In one configuration, the system receives at least one zone from the document, and applies at least one zone-breaking factor, thereby creating normalized sub-zones within which text lines are consistent with the at least one zone-breaking factor. The normalized sub-zones may be evaluated to obtain a reading order. Adjacent sub-zones are joined if text similarity exceeds a threshold value. Weakly joined sub-zones are separated where indicated by a topic vectors analysis of the weakly joined sub-zones.

Automated document processing system

Dialog management within a call handling system includes monitoring a dialog between a contact and an operator. A first dialog attribute confidence score is generated based on an acoustical analysis of the dialog, and a second dialog attribute confidence score is generated based on a keyword analysis of the dialog. The first and second dialog attribute scores are combined, and a rule is effected in response to a value of the combined dialog attribute score.

System and method for dialog management within a call handling system

A system, method, computer-readable medium, and computer-implemented system for optimizing allocation of speech recognition tasks among multiple speech recognizers and combining recognizer results is described. An allocation determination is performed to allocate speech recognition among multiple speech recognizers using at least one of an accuracy-based allocation mechanism, a complexity-based allocation mechanism, and an availability-based allocation mechanism. The speech recognition is allocated among the speech recognizers based on the determined allocation. Recognizer results received from multiple speech recognizers in accordance with the speech recognition task allocation are combined.

Allocation of speech recognition tasks and combination of results thereof

A system and method for language variation guided operator selection is disclosed. The method discloses: initiating a dialog between a contact and a call handling system; identifying a language variation spoken by the contact; determining a skill level with respect to the language variation for each operator within a set of operators; selecting an operator whose skill level in the language variation is above a predetermined value; and transferring the dialog with the contact to the operator. The system discloses means and embodiments for implementing the method.

System and method for language variation guided operator selection

A system and method for managing telephone calls is disclosed. The method discloses: calling a contact; presenting the contact with a predetermined out-calling dialog; translating the contact's vocal responses to the dialog into textual words using selected interactive voice response algorithms; connecting the contact to a human operator after a predetermined portion of the out-calling dialog with the contact is completed; and providing the operator with the textual words. In one embodiment, the system discloses all means for implementing the method. In another embodiment, the system discloses: a contact database for storing information on the contact; a dialog database containing a predetermined out-calling dialog; a call manager for calling the contact and presenting the contact with the dialog; and an interactive voice response module for translating the contact's vocal responses to the dialog into textual words and storing the words in the contact database which are accessible to the operator.

System and method for interactive voice response enhanced out-calling

In at least some embodiments, a system may comprise a user voice interface, a processor coupled to the user voice interface, wherein the processor interprets words spoken by a user, and a memory coupled to the processor, wherein the memory stores an email application, wherein the email application summarizes email messages and navigates a plurality of email messages according to the words spoken by the user.

Email application with user voice interface

A system comprises a computer system comprising a central processing unit coupled to a memory and resource management application. A plurality of different automatic speech recognition (ASR) engines is coupled to the computer system. The computer system is adapted to select ASR engines to analyze a speech utterance based on resources available on the system.

System and method using multiple automated speech recognition engines

A system and method for call center dialog management is disclosed. The method discloses: presenting a contact with a first call center dialog segment having a current call center dialog property; receiving from the contact a contact dialog segment; identifying a dialog property keyword within the contact dialog segment; replacing the current call center dialog property with a new call center dialog property in response to the dialog property keyword; and presenting a second call center dialog segment having the new call center dialog property to the contact. The system of the present invention, discloses means for implementing the method.

System and method for call center dialog management

An article is extracted from a document using a decision combiner to process a plurality of reading order alternatives. The text flow analysis generates the plurality of reading order alternatives of separate body text regions.

Article extraction

A method, apparatus, and system are disclosed for computer assisted document modification. One embodiment is a method for software execution. The method automatically extracts articles, in a first phase, from documents to generate different zones of the articles. Different zones of the extracted articles are displayed. In a second phase, plural different zones are manually modified with a document correction tool.

Computer assisted document modification

A system and method for quality of service management within a call handling system is disclosed. The method discloses: initiating a dialog between a contact and an Interactive Voice Response (IVR) module; matching the contact with a predefined contact category; retrieving a predefined quality of service level associated with the contact category; and processing the dialog in accordance with the quality of service level. The system discloses means for effecting the method.

System and method for quality of service management with a call handling system

A system and method for extracting demographic information from a contact is disclosed. The method discloses: initiating a dialog between a contact and a call handling system; selecting a set of demographic characteristics; assigning a set of acoustic confidence scores; assigning a set of substantive confidence scores; combining the acoustic and substantive confidence scores; and tailoring information presented to the contact using the set of combined confidence scores. The system discloses: an Interactive Voice Response module for initiating a dialog between a contact and a call handling system, and selecting a set of demographic characteristics; an acoustic classifier for assigning a set of acoustic confidence scores; a substantive classifier for assigning a set of substantive confidence scores; and a data combiner for combining the acoustic and substantive confidence scores. The Interactive Voice Response module also tailors information presented to the contact using the set of combined confidence scores.

System and method for extracting demographic information

A speech recognition system comprises exactly two automated speech recognition (ASR) engines connected to receive the same inputs. Each engine produces a recognition output, a hypothesis. The system implements one of two (or both) methods for combining the output of the two engines. In one method, a confusion matrix statistically generated for each speech recognition engine is converted into an alternatives matrix in which every column is ordered by highest-to-lowest probability. A program loop is set up in which the recognition outputs of the speech recognition engines are cross-compared with the alternatives matrices. If the output from the first ASR engine matches an alternative, its output is adopted as the final output. If the vectors provided by the alternatives matrices are exhausted without finding a match, the output from the first speech recognition engine is adopted as the final output. In a second method, the confusion matrix for each ASR engine is converted into Bayesian probability matrix.

Two-engine speech recognition

A system and method for prioritizing contacts is disclosed. The method discloses: receiving a set of requests from a set of contacts to be connected to a recipient; generating a first priority level score for each request based on an acoustical analysis of a contact speech signal within the request; generating a second priority level score for each request based on a keyword analysis of the request; combining the priority level scores for each request into a combined priority level score; prioritizing the requests within the set of requests based on their respective combined priority level scores; and routing to the recipient that request, from the set of requests, having a highest combined priority level score. The system of the present invention includes all means and mediums for implementing the method.

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Sant Cugat del Valles, Spain

Sherif Yacoub