System and method for processing speech
View Patent ↗Systems and methods for processing audio are provided. The system may include a processor to convert an audio input received via a call to text. The processor may perform a comparison between a portion of the text to one or more phrases included in a table. The processor may also make a selection of at least one of a first object or a first action based on the comparison. The processor may further route the call based on the at least one of the first object or the first action.
1. A computer system comprising:
a memory; and
a processor coupled to the memory, wherein the memory stores instructions that,
when executed by the processor, cause the processor to perform operations comprising:
determining a first set of objects and a second set of actions from text of a call;
determining that a particular object of the first set is included in a first portion of a synonym table;
replacing the particular object in the first set with a synonym for the particular object from the synonym table to form a modified first set, wherein each object in the modified first set is associated with a confidence value;
pairing an object from the modified first set with an action from the second set to form an object-action pair, wherein the object of the object-action pair is selected to be paired with the action based on the confidence value of the object; and
routing the call based on the object-action pair.
2. The system of claim 1 , wherein the audio input is a speech input.
3. The system of claim 1 , wherein the text is associated with a word string.
4. The system of claim 1 , wherein the object of the object-action pair is selected to be paired with the action based on a business rule.
5. The system of claim 1 , wherein the operation of replacing the particular object in the first set includes changing a confidence value associated with the particular object.
6. The system of claim 1 , wherein the operations further comprise identifying a destination location in a routing table based on the object-action pair.
7. The system of claim 6 , wherein the operation of routing the call includes routing the call to the destination location.
8. A computer-implemented method performed by a call routing system, the method comprising:
determining a first set of objects and a second set of actions from text of a call;
determining, at the call routing system, that a particular action of the second set is included in a first portion of a synonym table;
replacing, at the call routing system, the particular action in the second set with a synonym for the particular action from the synonym table to form a modified second set, wherein each action of the modified second set is associated with a corresponding probability value that represents a probability that the action corresponds to a voice command of a caller;
pairing, at the call routing system, an object from the first set with an action from the modified second set to form an object-action pair, wherein the action of the object-action pair is selected to be paired with the object based on the probability value of the action; and
routing the call at the call routing system based on the object-action pair.
9. The method of claim 8 , wherein determining the first set of objects and the second set of actions comprises parsing the text.
10. The method of claim 8 , wherein routing the call based on the object-action pair comprises:
determining a routing location from a routing table based on the object-action pair; and
routing, the call to the routing location.
11. The method of claim 8 , wherein the call is a voice over Internet protocol call.
12. The computerized method of claim 8 , further comprising receiving the audio input via a web-based interface or a speech recognition interface of the call routing system.
13. A non-transitory computer-readable storage medium comprising instructions executable by a processor to perform operations including:
parsing text of a call to determine an action;
determining that the action is included in a first portion of a synonym table;
replacing the action with a synonym for the action from the synonym table to form a modified action, wherein each action of the modified second set is associated with a corresponding probability value that represents a probability that the action corresponds to a voice command of a caller;
pairing the modified action with an object from a set of objects based on the text to form an object-action pair, wherein the action of the object-action pair is selected to be paired with the object based on the probability value of the action;
determining a destination from a routing table based on the object-action pair; and
routing the call to the destination.
14. The computer-readable storage device of claim 13 , wherein the object is a particular synonym from the synonym table that replaces a particular object parsed from the text.
15. The computer-readable storage device of claim 13 , wherein the action corresponds to a word string of the text.
16. The computer-readable storage device of claim 15 , wherein the word string comprises a verb.