System and method for dynamic ASR based on social media
System and method to adjust an automatic speech recognition (ASR) engine, the method including: receiving social network information from a social network; data mining the social network information to extract one or more characteristics; inferring a trend from the extracted one or more characteristics; and adjusting the ASR engine based upon the inferred trend. Embodiments of the method may further include: receiving a speech signal from a user; and recognizing the speech signal by use of the adjusted ASR engine. Further embodiments of the method may include: producing a list of candidate matching words; and ranking the list of candidate matching words by use of the inferred trend.
1. A method to adjust a lexicon of at least one of an automatic speech recognition (ASR) engine or an interactive voice response (IVR) system of a contact center, the method comprising:
receiving, by a computer-implemented social media gateway of the contact center, a plurality of messages from at least one social network, wherein each message comprises one or more message fields;
grouping, by the computer-implemented social media gateway, based on a content of the respective one or more message fields, two or more of the messages to form a message grouping;
data mining, by a computer-implemented dialog engine of the contact center, the message grouping to extract one or more characteristics;
inferring, in real-time, by the computer-implemented dialog engine, based on the one or more extracted characteristics, a trend between the messages comprising the message grouping about a topic trending higher on the at least one social network;
adding, by the computer-implemented dialog engine, one or more words or phrases related to the trend to the lexicon to generate a modified lexicon;
receiving, by the ASR engine, a speech signal from a user; and
matching, by the ASR engine, the speech signal to one or more words in the modified lexicon.
2. The method of claim 1 , further comprising:
calculating, by the computer-implemented dialog engine, a magnitude of adjustment to weights within the ASR engine of the added one or more words or phrases based upon a shaped sliding window.
3. The method of claim 2 , further comprising:
adjusting, by the computer-implemented dialog engine, a speech recognition weighting of the ASR engine of the contact center based upon the calculated magnitude of adjustment.
4. The method of claim 3 , further comprising:
estimating, by the computer-implemented dialog engine, a persistence of the trend; and
limiting, by the computer-implemented dialog engine, a duration of the adjustment to the speech recognition weighting based on the estimated persistence.
5. The method of claim 1 , wherein matching the speech signal to words in the modified lexicon comprises:
producing a list of candidate matching words; and
ranking the list of candidate matching words.
6. The method of claim 5 , wherein:
the list of candidate matching words comprises a highest ranked word and a lower ranked word;
the one or more words or phrases related to the trend that are added to the lexicon include the lower ranked word; and
matching the speech signal comprises:
matching, based on the topic trending higher on the at least one social network, the speech signal to the lower ranked word.
7. The method of claim 1 , further comprising:
generating, by the computer-implemented dialog engine, a response to one or more of the plurality of messages.
8. The method of claim 7 , wherein generating the response comprises one or more of:
creating one or more dialog data structures; or
retrieving one or more existing dialog data structures.
9. The method of claim 1 , further comprising:
searching, by the computer-implemented social media gateway, the at least one social network for one or more of additional messages or user context information.
10. The method of claim 1 , wherein the message grouping comprises messages from two or more different social networks.
11. A system of a contact center to adjust a lexicon of at least one of an automatic speech recognition (ASR) engine or an interactive voice response (IVR) system of the contact center, the system comprising:
a server comprising:
a computer-readable storage medium, storing executable instructions; and
a processor coupled to the computer-readable storage medium, the processor, when executing the executable instructions:
receives a plurality of messages from at least one social network, wherein each message comprises one or more message fields;
based on a content of the respective one or more message fields, groups two or more of the messages to form a message grouping;
data mines the message grouping to extract one or more characteristics;
based on the one or more extracted characteristics, infers, in real-time, a trend between the messages comprising the message grouping about a topic trending higher on the at least one social network:
adds one or more words or phrases related to the trend to the lexicon to generate a modified lexicon;
receives a speech signal from a user; and
matches the speech signal to one or more words in the modified lexicon.
12. The system of claim 11 , wherein the processor, when executing the executable instructions:
calculates a magnitude of adjustment to weights within the ASR engine of the added one or more words or phrases based upon a shaped sliding window.
13. The system of claim 12 , wherein the processor, when executing the executable instructions:
adjusts a speech recognition weighting of the ASR engine of the contact center based upon the calculated magnitude of adjustment.
14. The system of claim 13 , wherein the processor, when executing the executable instructions:
estimates a persistence of the trend; and
limits a duration of the adjustment to the speech recognition weighting based on the estimated persistence.
15. The system of claim 11 , wherein matching the speech signal comprises:
producing a list of candidate matching words; and
ranking the list of candidate matching words.
16. The system of claim 11 , wherein the processor, when executing the executable instructions:
generates a response to one or more of the plurality of messages.
17. The system of claim 16 , wherein generating the response comprises one or more of:
creating one or more dialog data structures; or
retrieving one or more existing dialog data structures.
18. The system of claim 11 , wherein the processor, when executing the executable instructions:
searches the at least one social network for one or more of additional messages or user context information.
19. The system of claim 11 , wherein the message grouping comprises messages from two or more different social networks.
20. A method for adjusting a lexicon of at least one of an automatic speech recognition (ASR) engine or an interactive voice response (IVR) system of a contact center, the method comprising:
receiving, by a computer-implemented social media gateway of the contact center, social media information from at least one social network;
data mining, by a computer-implemented dialog engine of the contact center, the social media information to extract one or more characteristics;
inferring, in real-time, by the computer-implemented dialog engine, based on the one or more extracted characteristics, a trend about a topic trending higher on the at least one social network;
modifying, by the computer-implemented dialog engine, the lexicon based on the trend to generate a modified lexicon, wherein modifying the lexicon comprises at least one of;
adding one or more words or phrases related to the trend to the lexicon; or deleting one or more words or phrases previously added to the lexicon based on a previous trendy
receiving, by the ASR engine, a speech signal from a user; and
matching, by the ASR engine, the speech signal to one or more words in the modified lexicon.