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Chu-Carroll et al., 1999 - Google Patents

Vector-based natural language call routing

Chu-Carroll et al., 1999

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Document ID
13171709876786623990
Author
Chu-Carroll J
Carpenter B
Publication year
Publication venue
Computational linguistics

External Links

Snippet

This paper describes a domain-independent, automatically trained natural language call router for directing incoming calls in a call center. Our call router directs customer calls based on their response to an open-ended How may I direct your call? prompt. Routing …
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Classifications

The classifications are assigned by a computer and are not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the classifications listed.
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING; COUNTING
    • G06F—ELECTRICAL DIGITAL DATA PROCESSING
    • G06F17/00—Digital computing or data processing equipment or methods, specially adapted for specific functions
    • G06F17/30—Information retrieval; Database structures therefor; File system structures therefor
    • G06F17/3061—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F17/30634—Querying
    • G06F17/30657—Query processing
    • G06F17/30675—Query execution
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING; COUNTING
    • G06F—ELECTRICAL DIGITAL DATA PROCESSING
    • G06F17/00—Digital computing or data processing equipment or methods, specially adapted for specific functions
    • G06F17/20—Handling natural language data
    • G06F17/27—Automatic analysis, e.g. parsing
    • G06F17/2705—Parsing
    • G06F17/2715—Statistical methods
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/08—Speech classification or search
    • G10L15/18—Speech classification or search using natural language modelling
    • G10L15/183—Speech classification or search using natural language modelling using context dependencies, e.g. language models
    • G10L15/19—Grammatical context, e.g. disambiguation of the recognition hypotheses based on word sequence rules
    • G10L15/197—Probabilistic grammars, e.g. word n-grams
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING; COUNTING
    • G06F—ELECTRICAL DIGITAL DATA PROCESSING
    • G06F17/00—Digital computing or data processing equipment or methods, specially adapted for specific functions
    • G06F17/20—Handling natural language data
    • G06F17/27—Automatic analysis, e.g. parsing
    • G06F17/2765—Recognition
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING; COUNTING
    • G06F—ELECTRICAL DIGITAL DATA PROCESSING
    • G06F17/00—Digital computing or data processing equipment or methods, specially adapted for specific functions
    • G06F17/20—Handling natural language data
    • G06F17/27—Automatic analysis, e.g. parsing
    • G06F17/2785—Semantic analysis
    • G06F17/279—Discourse representation
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING; COUNTING
    • G06F—ELECTRICAL DIGITAL DATA PROCESSING
    • G06F17/00—Digital computing or data processing equipment or methods, specially adapted for specific functions
    • G06F17/20—Handling natural language data
    • G06F17/28—Processing or translating of natural language
    • G06F17/2809—Data driven translation
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/08—Speech classification or search
    • G10L2015/088—Word spotting
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/06—Creation of reference templates; Training of speech recognition systems, e.g. adaptation to the characteristics of the speaker's voice
    • G10L15/065—Adaptation
    • G10L15/07—Adaptation to the speaker
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING; COUNTING
    • G06K—RECOGNITION OF DATA; PRESENTATION OF DATA; RECORD CARRIERS; HANDLING RECORD CARRIERS
    • G06K9/00—Methods or arrangements for reading or recognising printed or written characters or for recognising patterns, e.g. fingerprints
    • G06K9/62—Methods or arrangements for recognition using electronic means
    • G06K9/68—Methods or arrangements for recognition using electronic means using sequential comparisons of the image signals with a plurality of references in which the sequence of the image signals or the references is relevant, e.g. addressable memory
    • G06K9/6807—Dividing the references in groups prior to recognition, the recognition taking place in steps; Selecting relevant dictionaries
    • G06K9/6842—Dividing the references in groups prior to recognition, the recognition taking place in steps; Selecting relevant dictionaries according to the linguistic properties, e.g. English, German
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
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    • G—PHYSICS
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    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L17/00—Speaker identification or verification

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