Patent ID: 6714631
Filing Date: 2004-03-30
Classification: G10L,H04M,Y10S

Abstract:
A method for automated playback of caller utterances upon default to an operator in a directory assistance system, the method comprising:receiving multiple utterances spoken by a caller interacting with a directory assistance system; determining when one of the utterances satisfies an error condition; transferring the caller to an operator on an occurrence of the error condition; in response to determining that one of the utterances satisfies the error condition, automatically determining whether an automated speech recognition (ASR) engine recognized a preceding utterance among the multiple utterances with high confidence; and if the preceding utterance has been recognized with high confidence, automatically playing the preceding utterance to the operator, and automatically playing the utterance that satisfied the error condition to the operator, such that the operator hears the utterance that satisfied the error condition in context with the preceding utterance that was recognized with high confidence.