Abstract: A method and apparatus for reassignment of classifier probabilities based on dynamic events is disclosed. In one embodiment, the present invention provides a method for dynamically detecting change in the rate and type of calls, reassigning the natural language classifier probabilities based on the dynamics of the change and routing calls according to the detected changes. The method enables the user to route calls efficiently and be more responsive to customers.

Abstract: Disclosed herein are systems, computer-implemented methods, and computer-readable media for recognizing speech. The method includes receiving speech from a user, perceiving at least one speech dialect in the received speech, selecting at least one grammar from a plurality of optimized dialect grammars based on at least one score associated with the perceived speech dialect and the perceived at least one speech dialect, and recognizing the received speech with the selected at least one grammar. Selecting at least one grammar can be further based on a user profile. Multiple grammars can be blended. Predefined parameters can include pronunciation differences, vocabulary, and sentence structure. Optimized dialect grammars can be domain specific. The method can further include recognizing initial received speech with a generic grammar until an optimized dialect grammar is selected. Selecting at least one grammar from a plurality of optimized dialect grammars can be based on a certainty threshold.

Abstract: Systems and methods for using an annotation guide to label utterances and speech data with a call type. A method embodiment monitors labelers of speech data by presenting via a processor a test utterance to a labeler, receiving input from the labeler that selects a particular call type from a list of call types and determining via the processor if the labeler labeled the test utterance correctly. Based on the determining step, the method performs at least one of the following: revising the annotation guide, retraining the labeler or altering the test utterance.

Abstract: In one aspect, a disclosed portable authentication device (PAD) includes a processor, storage media, an interface for enabling communication with an external information handling system (IHS), e.g., a computer or a telephony device, and executable instructions embedded in the storage media, for automated authentication. The embedded instructions include instructions for enabling a user to store authentication information, e.g., use ID and password information, corresponding to an IHS destination, e.g., a telephone number of an interactive voice response system or an IP address of a web server. If the PAD recognizes the current destination, the PAD may respond to an assertion of a keypad control element by making authorization information corresponding to the current destination available to the user or providing the authorization information directly to the current destination. The PAD may include one or more telephony interface(s), e.g., RJ-11 jack(s) and one or more computer interfaces, e.g.

Abstract: A method for determining a value for a call center, the value relating to an availability of the call center and setting a transfer strategy of an automated interactive voice response system based on the value. In addition, a system having a strategy adjustment module monitoring a call center and determining a value for the call center, the value relating to an availability of the call center and an automated response module setting a transfer strategy to transfer calls to the call center based on the value.

Abstract: Systems and methods for generating an annotation guide. Speech data is organized and presented to a user. After the user selects some of the utterances in the speech data, the selected utterances are included in a class and/or call type. Additional utterances that belong to the class and/or call type can be found in the speech data using relevance feedback, data mining, data clustering, support vector machines, and the like. After a call type is complete, it is committed to the annotation guide. After all call types are completed, the annotation guide is generated.

Abstract: A method and system for automatic speech recognition are disclosed. The method comprises receiving speech from a user, the speech including at least one speech error, increasing the probabilities of closely related words to the at least one speech error and processing the received speech using the increased probabilities. A corpora of data having common words that are mis-stated is used to identify and increase the probabilities of related words. The method applies to at least the automatic speech recognition module and the spoken language understanding module.

Abstract: Disclosed are systems and methods for dynamically interacting with a user through a spoken dialogue system. A method includes the steps of (1) receiving a user utterance, (2) analyzing the user utterance for a threshold determination of dialect, (3) generating a response that reflects an incremental implementation of the dialect, (4) further varying the perceived implementation of the dialect in subsequent responses by a process of: (a) receiving a subsequent user utterance, (b) determining a modified level of confidence in the dialect based at least in part from the subsequent utterance, (c) generating a subsequent response that implements an incremental variation according to the modified level of confidence.

Abstract: A method and system for automatic speech recognition are disclosed. The method comprises receiving speech from a user, the speech including at least one speech error, increasing the probabilities of closely related words to the at least one speech error and processing the received speech using the increased probabilities. A corpora of data having common words that are mis-stated is used to identify and increase the probabilities of related words. The method applies to at least the automatic speech recognition module and the spoken language understanding module.

Abstract: Systems and methods for monitoring labelers of speech data. To test or train labelers, a labeler is presented with utterances that have already been identified as belonging to a particular class or call type. The labeler is asked to assign a call type to the utterances. The performance of the labeler is measured by comparing the call types assigned by the labeler with the existing call types of the utterances. The performance of a labeler can also be monitored as the labeler labels speech data by occasionally having the labeler label an utterance that is already labeled and by storing the results.

Abstract: Systems and methods for generating an annotation guide. Speech data is organized and presented to a user. After the user selects some of the utterances in the speech data, the selected utterances are included in a class and/or call type. Additional utterances that belong to the class and/or call type can be found in the speech data using relevance feedback, data mining, data clustering, support vector machines, and the like. After a call type is complete, it is committed to the annotation guide. After all call types are completed, the annotation guide is generated.

Abstract: A messaging system with a remote message recording device is provided. To compose and send a message to an intended recipient, the sending party remotely records a spoken message on a recording device. When recording the message, the sending party adds a predefined spoken header before the actual subject matter of the message and also adds a predefined spoken closure comment at the end of the message. The spoken header includes identification information for the intended recipient of the message. To transmit the message to the intended recipient, the sending party downloads the recorded message to a message transmission system. The transmission system includes speech recognition software. The speech recognition software interprets the identification information for the intended recipient contained in the spoken header of the message. The transmission system utilizes this identification information for the intended recipient to access a database that contains a routing access code for the intended recipient.