Patent ID: 7092888
Filing Date: 2006-08-15
Classification: G10L,H04M

Abstract:
1. A method of training a natural language call routing system using an unsupervised trainer, the call routing system being adapted to associate a unique identifier to an incoming call and having a first speech recognizer adapted to recognize speech input from a caller and to output text corresponding to the input speech, a topic classifier adapted to identify a topic from the text output by the first speech recognizer, and a call router adapted to route the caller to an agent or an automated fulfillment in accordance with the identified topic, the unsupervised trainer being adapted to tune performance of the call routing system, the method of training comprising: storing, in a waveform database, audio data from an incoming call and associated unique identifier information for the incoming call; applying a second speech recognizer to the audio data from the waveform database to produce a text transcription of the stored audio for the call; forwarding outputs of the second speech recognizer to a training database, the training database being adapted to store text transcripts from the second recognizer with respective unique call identifiers as well as topic data; for a call routed by the call router to an agent: for a call routed to automated fulfillment: performing topic identification model training and statistical grammar model training on the basis of the topic information and transcription information stored in the training database.