Using web FAQ data for creating self-service speech applications
US7467090B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 27, 2008 |
| Grant date | Dec 16, 2008 |
| Priority date | — |
| Expiry date | Feb 27, 2028 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/4938
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
In one example, this invention presents a method of providing the same self-service content that is available on the web interface to users contacting by telephone, knowing that the web and telephone are fundamentally different user interfaces. In one embodiment, this seeks to protect the general idea of how to playback web data in real-time to the user over the speech interface. For this purpose, a method is presented comprising of the general steps through which the web data is initially sent to an automatic transformation module. Then, that transformation module refines or re-structures the web data to make it suitable for the speech interface. The algorithm in the module is predicated on the user interface principles of cognitive complexity and limitations on short term memory based on which FAQ types are classified into one of the following four classes: simple, medium, complex, and complex-complex.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.