Training call routing applications by reusing semantically-labeled data collected for prior applications
US8515736B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Sep 30, 2010 |
| Grant date | Aug 20, 2013 |
| Priority date | — |
| Expiry date | Sep 14, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/558
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Techniques disclosed herein include systems and methods for reusing semantically-labeled data collected for previous or existing call routing applications. Such reuse of semantically-labeled utterances can be used for automating and accelerating application design as well as data transcription and labeling for new and future call routing applications. Such techniques include using a semantic database containing transcriptions and semantic labels for several call routing applications along with corresponding baseline routers trained for those applications. This semantic database can be used to derive a semantic similarity measure between any pair of utterances, such as transcribed sentences. A mathematical model predicts how semantically related two utterances are, such as by identifying a same user intent to identifying completely unrelated intents. Such a semantic similarity measure can be used for various tasks including semantic-based example selection for language model and router training, and semantic data clustering for semi-automated labeling.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.