The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jun. 20, 2023
Filed:
Aug. 03, 2018
International Business Machines Corporation, Armonk, NY (US);
Igor Ramos, Georgetown, TX (US);
Marc Dickenson, Austin, TX (US);
INTERNATIONAL BUSINESS MACHINES CORPORATION, Armonk, NY (US);
Abstract
Providing contextual help in an interactive voice system includes receiving a plurality of user interaction events during a user interaction window, wherein each of the user interaction events comprises one of a low quality voice transcription event from a speech-to-text (STT) service or a no-intent matching event from a natural language processing (NLP) service and receiving a respective transcription confidence score from the STT service for each of the plurality of user interaction events. For a one of the plurality of user interaction events, a determination is made of how to respond to a user providing the user interaction events based on how many events comprise the plurality of events and the transcription confidence score for the one event; and then instructions are provided to cause the determined response to be presented to the user in accordance with the determination of how to respond.