Method of handling frequently asked questions in a natural language dialog service

US8645122B1 · kind B1 · utility

Assignee

• AT&T Intellectual Property I, L.P. · US

Inventors

• Giuseppe Di Fabbrizio · Brookline, US
• Dawn L. Dutton · West Long Branch, US
• Narendra K. Gupta
• Barbara B. Hollister · Mountainside, US
• Mazin G. Rahim · Hackettstown, US
• Giuseppe Riccardi · Hoboken, US
• Robert Elias Schapire · Maplewood, US
• Juergen Schroeter · New Providence, US

Key dates

• Filing date: Dec 19, 2002
• Grant date: Feb 4, 2014
• Expiry date: Jul 31, 2025

Classification

• Technology area (CPC G): Physics
• CPC primary: G10L13/02
• WIPO field: Computer technology
• WIPO sector: Electrical engineering

Abstract

A voice-enabled help desk service is disclosed. The service comprises an automatic speech recognition module for recognizing speech from a user, a spoken language understanding module for understanding the output from the automatic speech recognition module, a dialog management module for generating a response to speech from the user, a natural voices text-to-speech synthesis module for synthesizing speech to generate the response to the user, and a frequently asked questions module. The frequently asked questions module handles frequently asked questions from the user by changing voices and providing predetermined prompts to answer frequently asked questions.