Source: http://www.google.com/patents/US8095371?dq=5490230
Timestamp: 2014-07-26 05:35:44
Document Index: 476720091

Matched Legal Cases: ['Application No. 2002', 'Application No. 8', 'Application No. 10', 'Application No. 2002', 'Application No. 11', 'art 20050717', 'art 21', 'art� 41']

Patent US8095371 - Computer-implemented voice response method using a dialog state diagram to ... - Google PatentsSearch Images Maps Play YouTube News Gmail Drive More »Sign in<nobr>Advanced Patent Search</nobr>PatentsA voice response system attempts to respond to spoken user input and to provide computer-generated responses. If the system decides it cannot provide valid responses, the current state of user session is determined and forwarded to a human operator for further action. The system maintains a recorded...http://www.google.com/patents/US8095371?utm_source=gb-gplus-sharePatent US8095371 - Computer-implemented voice response method using a dialog state diagram to facilitate operator interventionAdvanced Patent SearchPublication numberUS8095371 B2Publication typeGrantApplication numberUS 11/673,126Publication dateJan 10, 2012Filing dateFeb 9, 2007Priority dateFeb 20, 2006Also published asUS8145494, US20070198272, US20090141871Publication number11673126, 673126, US 8095371 B2, US 8095371B2, US-B2-8095371, US8095371 B2, US8095371B2InventorsMasaru Horioka, Yoshinori Atake, Yoshinori TaharaOriginal AssigneeNuance Communications, Inc.Export CitationBiBTeX, EndNote, RefManPatent Citations (60), Non-Patent Citations (5), Referenced by (4), Classifications (9), Legal Events (2) External Links: USPTO, USPTO Assignment, EspacenetComputer-implemented voice response method using a dialog state diagram to facilitate operator interventionUS 8095371 B2Abstract A voice response system attempts to respond to spoken user input and to provide computer-generated responses. If the system decides it cannot provide valid responses, the current state of user session is determined and forwarded to a human operator for further action. The system maintains a recorded history of the session in the form of a dialog history log. The dialog history and information as to the reliability of past speech recognition efforts is employed in making the current state determination. The system includes formatting rules for controlling the display of information presented to the human operator.
1. A method for providing voice responses to spoken input items received from a user during a session between the user and a voice response system, comprising:
providing computer recognition of spoken input items;
providing system responses to spoken input items;
storing, in a dialog history log, a record of recognized spoken input items and system responses thereto, said record representing a dialog history;
responsive to a determination that the system cannot provide a valid system response to spoken input items, using a dialog state determination model to determine the current state of the dialog with the user based on the dialog history log and a dialog state diagram definition file defining each expected dialog state for the session;
forwarding the determined current dialog state to a visual information display remote from the user for use by a human operator other than the user; and
forwarding a dialog state diagram including a representation of each dialog state defined by the dialog state diagram definition file, including at least one dialog state, other than a transition between dialog states, not yet entered during the session, to the visual information display for use by the human operator.
2. The method according to claim 1, wherein the dialog history log includes at least one speech recognition result occurring between the start of user input and the time of forwarding of dialog state information to the human operator, a reliability value for the speech recognition result, an already entered item in the speech recognition result, information identifying any system response to the speech recognition result, information indicating the start of the user input, and information indicating the time of forwarding.
3. The method according to claim 1, wherein the dialog state diagram definition file defines each expected dialog state and the format in which each dialog state and associated input information is to be displayed to the human operator.
4. The method according to claim 1, wherein the dialog state determination model includes empirical data and/or algorithms for determining a current dialog state from the dialog history log.
5. The method according to claim 1, wherein the method further comprises steps of:
calculating the reliability of an item entered by the user by taking into account an input history; and
presenting the item on the visual information display in a manner dependent on the calculated reliability.
6. The method according to claim 1, further including the step of highlighting the current dialog state in the dialog state diagram displayed on the visual information display. Description
Japanese Published Patent Application No. 2002-140243, discloses an automated voice response system in which each user inquiry is recorded. If speech recognition fails during a session, an e-mail message with the user recording is transmitted to a selected small office/home office (SOHO) operator, who transcribes the recording to a text file that is transmitted back to the voice response system for continuing the service. It may take a significant amount of time to complete these actions, making the approach inconvenient for the user and inefficient from the service provider's point of view.
There have been developed a variety of other systems and methods for assisting an operator when a call from a user is forwarded or a user wants to talk to the operator. For example, Japanese Published Patent Application No. 8-76965, discloses a system in which a user who is having trouble using the system can be connected to an operator who can support the user. Japanese Published Patent Application No. 10-322450, discloses a high-accuracy speech recognition system that can reduce operational burdens on operators. Moreover, Japanese Published Patent Application No. 2002-202882, discloses a system capable of automatically controlling the timing of the intervention of an operator depending on the knowledge level of a user. Additionally, Japanese Published Patent Application No. 11-231891, discloses a system that is capable of displaying text produced by conversion based on speech recognition, according to a system reliability level indicating the degree of accuracy of the conversion.
Conventionally, in an automated voice response system used for the operation of call centers, callers interact with the system in a �question-and-answer� format, as shown in Session Example 1, below.
Systems capable of enabling free (less constrained) dialogs have been studied and developed and are becoming widespread in recent years. This type of system enables a dialog of the type illustrated in Session Example 2, below. In this system, there is no restriction on recognizable vocabulary as there is in the conventional system. This system allows items to be entered in any order, multiple items to be entered within the same speech, and a question to be changed from one form to another during the entry.
FIG. 7 illustrates a dialog state of Dialog State 1, in Dialog Example 3, according to a preferred embodiment of the present invention.
FIG. 8 illustrates a dialog state of Dialog State 2, in Dialog Example 3, according to a preferred embodiment of the present invention.
20050717 14:30:21, Service start 20050717 14:30:22, System response sentence ID: 1 20050717 14:30:22, System response: Welcome to the train information system. Your question please. 20057017 14:30:29, Speech recognition result: Tell me the fare, please? 20050717 14:30:29, Speech recognition score: tell=50,, me=50, fare=0, please=70, all=73 20050717 14:30:29, Items entered: search content=fare, departure station=not specified, arrival station=not specified, time=not specified 20050717 14:30:33, System response sentence ID: 2 20050717 14:30:33, System response: Fare information is selected. Your departure station, please. 20050717 14:30:40, Speech recognition result: Departure from Tokyo. 20050717 14:30:40, Speech recognition score: departure=80, from=50, tokyo=90, all=78 20050717 14:30:40, Items entered: search content=fare, departure station=tokyo, arrival station=not specified 20050717 14:31:35, System response sentence ID: 99 20050717 14:31:35, System response: Thank you for using the train information system. 20057017 14:31:40, Service end The dialog state determination model 13 is a model for estimating the current dialog state from the dialog history log 12. In other words, the dialog state determination model 13 is a collection of empirical data or a collection of algorithms for estimating the current dialog state. Here, the algorithms include rules.
The dialog state diagram definition file 14 included information identifying each dialog state and its display (e.g., arrangement information), input items to be displayed, and items to be displayed in each dialog state. The details of the dialog state diagram definition file 14 will be described in exmples below.
As illustrated in FIG. 2, the user can make a phone call from a phone 2 a, (e.g., a stationary phone or mobile phone) using a public line or from a personal computer (PC) 2 b, or the like using an Internet network, that is, from a so-called Internet protocol (IP) phone. Such a call is connected via a line controller 3 to the voice response system 1. As described above, the voice response system 1 includes one or a plurality of computer systems. If a user's speech cannot be recognized by the voice response system or in response to a request from the user, the voice response system 1 is connected to an operator terminal selector 4 that selects an operator terminal 5 a, 5 b, or 5 c, used by the most appropriate operator. Although FIG. 2 illustrates a configuration in which the operator terminal selector 4 and the voice response system 1 are separate components, the operator terminal selector 4 may be integrated into the voice response system 1.
If the user responds by saying �Yes� or a recognizable equivalent, confirming that the search conditions are correct, the search is executed. Then, the search result, such as �The fare for a Shinkansen Nozomi from Tokyo to Osaka is 13,000, yen�, is returned.
Service start Service selection in progress Fare search input in progress Fare search confirmation in progress Time search input in progress Time search confirmation in progress First train search input in progress First train search confirmation in progress Last train search input in progress Last train search confirmation in progress Commuter pass search input in progress Commuter pass search confirmation in progress Service continuation confirmation in progress Service end Next, a display layout for information to be presented on the dialog information display unit 16 is created on the basis of the dialog states defined as listed above. As illustrated in an upper part 21 of FIG. 3, boxes representing respective dialog states are arranged in a chronological order between boxes representing the start and the end of the service of a voice response application. The resulting diagram may be referred to as a dialog state diagram or a transition diagram illustrating the transition of dialog states. Information about the arrangement of each dialog state is stored in the dialog state diagram definition file 14.
Departure station Arrival station Date of use Time Train name Train type Number of persons Commuter pass type Commuter pass duration At the same time, as shown in examples below, an association between each state and its corresponding input items to be displayed is established.
S(t)=F(ResID(t),ResID(t−1),S(t−1))
If no dialog state satisfying the requirement Pr(Si|ResID(t))>0, is found in step S13, the process proceeds to step S15, where the previous dialog state S(t−1) is designated to be the current dialog state S(t), ending the process.
Pr(State 1, |ResID(t), ResID(t−1))=0.5,
Pr(State 2, |ResID(t), ResID(t−1))=0.3, and
Pr(State 3, |ResID(t), ResID(t−1))=0.2,
max(0.5, 0.3, 0.2)=0.5, is obtained. This gives S(t)=State 1.
Operation Example 2 If there is no Si that satisfies Pr(Si|ResID(t), ResID(t−1))>0,, and
Pr(State 1, |ResID(t))=0.2,
Pr(State 2, |ResID(t))=0.7, and
Pr(State 3, |ResID(t))=0.2,
max(0.2, 0.7, 0.2)=0.7, is obtained. This gives S(t)=State 2.
In Dialog Example 3, and Dialog Example 4, below, in an application for providing speech-based train information, there is a process of �confirming departure and arrival stations for a last train search� as the �process of confirming specified information�. The �departure station� and �arrival station� are confirmed by the user. On the other hand, �date of use: today� entered by another speech, and �train type: Shinkansen� and �train name: Nozomi� entered as default values by the system have not yet been confirmed by the voice response unit 11.
Dialog Example 3
System: Welcome to the train information system. How may I help you?
System: The last train from Tokyo to Konu? <Dialog State 1>
FIG. 7 illustrates a screen displaying a dialog state of Dialog State 1, in the above Example. The dialog state is �last train search confirmation in progress� 46. Of items already entered, �departure station� 51 has a high reliability, �arrival station� 52 has a low reliability, and �date of use� 53, �train name� 55, and �train type� 56 are entered as default values. Also, it is indicated that the user has gone through the states of �service start� 41, �service selection in progress� 42, and �last train search input in progress� 45 to reach the current dialog state �last train search confirmation in progress� 46. In this example, �Kobe� that the user wishes to enter as �arrival station� 52 is recognized three times as �Kome�, �Kome�, and �Konu� by the voice response unit 11 (in this example, three words are displayed in different character sizes in order of recognition performed on individual entries). Since it is highly likely from the number of entries that the word �Kobe� has been wrongly recognized, it is indicated that �arrival station� 52 is low in reliability. In this example, the voice response unit 11 determines that it is impossible to respond to the user's inquiry due to the low reliability of the speech recognition, and forwards the user's call to an operator.
User: Can I talk to an operator, please? <Dialog State 2>
FIG. 8 illustrates a screen displaying a dialog state of Dialog State 2, in the above Example. As in the case of FIG. 7, the dialog state is �last train search confirmation in progress� 46. Of items already entered, �departure station� 51 and �arrival station� 52 are already confirmed, �date of use� 53 has a high reliability, and �train name� 55 and �train type� 56 are entered as default values. In this example, the voice response unit 11 determines that an automatic response has been disabled by the user's request, and forwards the user's call to the operator.
FIG. 10 illustrates an operation of function F in the rule-based dialog state determination model 13. With respect to a response sentence ID at forwarding time �t� (i.e., ResID(t)), function F uses the relationship represented by the above-described table as a rule to determine the dialog state S(t) (steps S61 through S65). If an entered response sentence ID does not exist in the above-described table, the dialog state S(t) is S(t−1) as shown in step S65 (where S(0), that is, a default dialog state is given in advance). If, for example, a response sentence ID at the time of forwarding (i.e., ResID(t)) is �2�, (step S63), its corresponding dialog state output from function F is �fare search input in progress�, as shown in the table of FIG. 9.
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