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WO2001013362A1 - Procede pour faciliter un dialogue - Google Patents

Procede pour faciliter un dialogue Download PDF

Info

Publication number
WO2001013362A1
WO2001013362A1 PCT/DE2000/002690 DE0002690W WO0113362A1 WO 2001013362 A1 WO2001013362 A1 WO 2001013362A1 DE 0002690 W DE0002690 W DE 0002690W WO 0113362 A1 WO0113362 A1 WO 0113362A1
Authority
WO
WIPO (PCT)
Prior art keywords
dialogue
query
receiver
customer
word
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/DE2000/002690
Other languages
German (de)
English (en)
Inventor
Christophe Urra
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Siemens AG
Siemens Corp
Original Assignee
Siemens AG
Siemens Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Siemens AG, Siemens Corp filed Critical Siemens AG
Publication of WO2001013362A1 publication Critical patent/WO2001013362A1/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
    • G10L2015/223—Execution procedure of a spoken command
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements

Definitions

  • the invention relates to a method for supporting a dialogue.
  • a dialog system for example in a call center
  • an employee of the call center to receive certain inquiries from a customer, which he has to process to the satisfaction of the customer. It is particularly important to process customer requests quickly and flexibly.
  • the employee's inquiries from the customer are implemented manually using the keyboard.
  • An individual word recognizer or a system for speech recognition is e.g. known from [1]. This makes it possible to recognize predetermined words in naturally spoken language.
  • the object of the invention is to provide a method by means of which a dialogue is automatically supported, the dialogue being generally faster and more efficient.
  • a method for supporting a dialog is specified in which at least one word of the transmitter is recognized in the dialog during the dialog between a transmitter and a receiver using an individual word recognizer.
  • a database query is triggered on the basis of the at least one recognized word and a result of the query is determined. The result of the query enables dialogue between the sender and receiver to be supported.
  • the support of the employee in the call center consists above all in that individualized recipient data are queried automatically by recognizing keywords in the dialog, preferably the sender's statements, which are used for
  • Database query can be used. This results in results that are more or less specifically tailored to the customer and ensure a very quick start m the conversation between sender and recipient or an efficient and fast conversation.
  • One embodiment consists in that the recognized word is contained in a predetermined vocabulary.
  • words are expediently agreed which are useful for querying the database. These words are automatically searched for by the speech recognizer in the dialogue during the dialogue. Becomes a If such a word is found, the corresponding data query is initiated and the result is displayed to the sender.
  • the result of the query is presented to the transmitter.
  • the employee of the call center generally has a computer which supports him in accessing the customer data.
  • the automated query of the database for keywords recognized by the Emzel word recognizer provides the call center employee with additional information that he can use for efficient call processing with the sender or customer.
  • Fig.l is a sketch illustrating a communication relationship between see a sender (customer) and a receiver;
  • FIG. 2 shows a sketch that illustrates an example of a dialogue process with automated support.
  • Fig.l shows a sketch illustrating a communication relationship between a sender (customer) and a receiver.
  • a transmitter 101 is connected to a receiver 102 via a communication link 103.
  • This communication link 103 can be, for example, a telephone connection.
  • the known dialogue between transmitter 101 and Receiver 102 via the communication line 103 is expanded here by a speech recognizer (individual word recognizer) 104 who "listens" to the dialog between transmitter 101 and receiver 102 and transmits recognized keywords to a computer 105.
  • the computer 105 accesses a database by starting a database query with the recognized keyword.
  • the receiver 102 which wants to satisfy the individual needs of the transmitter 101, in particular a customer, uses the computer 105 to support the dialog (see connection line 106).
  • the receiver 102 receives support through the automated query of the keyword recognized by the speech recognizer 104, the dialogue between the sender and the receiver. This ensures that individual data of the transmitter are automatically retrieved by a suitable keyword for the dialog being recognized by the speech recognizer 104.
  • FIG. 2 shows a sketch with an exemplary dialog sequence including automated support.
  • the dialog Fig. 2 runs between a customer and an employee.
  • the customer initiates the dialogue with the sentence "Hello, my name is Meier.”
  • the voice recognizer recognizes from the tone of the voice that the speaker is male. He also recognizes the words "Name” and "Meier".
  • These two pieces of information are used to query the database, which means that, for example, a call center receives Mr. Meier's personal data before the employee has even asked a question or typed a letter on the keyboard.
  • a call center receives Mr. Meier's personal data before the employee has even asked a question or typed a letter on the keyboard.
  • the employee is expediently presented with a list of possible male customers, all of whom have the name "Meier". Furthermore, it should be pointed out here that the different types of writing of the name "Meier” cannot be used for speech recognition. In this respect, there are real selections all customers with the name "Meier", regardless of the spelling.
  • the employee enters the exemplary dialog of Fig. 2 m Action for the first time by asking: "What is your first name?".
  • the call center employee receives the personal data of all data records that have "Karl Meier" as their content, regardless of their spelling. If this data specifies an entry in the database, the employee already knows the personal data of Mr. Meier without having to start a query himself, which are presented to him as a result of the automated query with the data determined by the speech recognizer. This greatly simplified the conversations.
  • database queries are also useful for efficient dialogue management, for example with regard to a schedule information or an account balance query.

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Computational Linguistics (AREA)
  • Health & Medical Sciences (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Human Computer Interaction (AREA)
  • Physics & Mathematics (AREA)
  • Acoustics & Sound (AREA)
  • Multimedia (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un procédé pour faciliter un dialogue. Selon ce procédé, lors d'un dialogue entre un émetteur et un récepteur, au moins un mot de l'émetteur est reconnu dans le dialogue au moyen d'un système de reconnaissance de mot individuel. Sur la base du ou des mots reconnus, une interrogation de banque de données est lancée et un résultat de l'interrogation est déterminé. Ce résultat permet de faciliter le dialogue entre l'émetteur et le récepteur.
PCT/DE2000/002690 1999-08-18 2000-08-10 Procede pour faciliter un dialogue Ceased WO2001013362A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
DE19939099 1999-08-18
DE19939099.1 1999-08-18

Publications (1)

Publication Number Publication Date
WO2001013362A1 true WO2001013362A1 (fr) 2001-02-22

Family

ID=7918753

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/DE2000/002690 Ceased WO2001013362A1 (fr) 1999-08-18 2000-08-10 Procede pour faciliter un dialogue

Country Status (1)

Country Link
WO (1) WO2001013362A1 (fr)

Cited By (11)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2386288A (en) * 2002-03-07 2003-09-10 Rockwell Electronic Commerce Transmitting customised template messages in non-voiced communication from an agent
EP1361739A1 (fr) * 2002-05-08 2003-11-12 Sap Ag Méthode et système de traitement du signal de parole après reconnaissance de la langue
EP1361738A1 (fr) * 2002-05-08 2003-11-12 Sap Ag Méthode et système de traitement du signal de parole à l'aide de reconnaissance de parole et d'analyse fréquentielle
EP1361737A1 (fr) * 2002-05-08 2003-11-12 Sap Ag Méthode et système de traitement du signal de parole et de classification de dialogues
EP1361740A1 (fr) * 2002-05-08 2003-11-12 Sap Ag Méthode et système de traitement des informations de la parole d'un dialogue
EP1361736A1 (fr) * 2002-05-08 2003-11-12 Sap Ag Méthode pour la reconnaissance des informations de la parole
EP1363271A1 (fr) * 2002-05-08 2003-11-19 Sap Ag Méthode et système pour le traitement et la mémorisation du signal de parole d'un dialogue
DE10220519B4 (de) * 2002-05-08 2005-11-03 Sap Ag Verfahren und System zur Verarbeitung von Sprachinformation
EP2141692A1 (fr) * 2008-06-26 2010-01-06 Deutsche Telekom AG Assistance automatisée à commande vocale d'un utilisateur
FR2935854A1 (fr) * 2008-09-11 2010-03-12 Alcatel Lucent Procede et systeme de communication pour l'affichage d'un lien vers un service a partir d'une expression enoncee en cours de conversation.
EP2299440A1 (fr) * 2009-09-11 2011-03-23 Vodafone Holding GmbH Procédé et dispositif pour la reconnaissance automatique de mots-clés donnés et/ou de termes parmi des données vocales

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2165969A (en) * 1984-10-19 1986-04-23 British Telecomm Dialogue system
EP0834862A2 (fr) * 1996-10-01 1998-04-08 Lucent Technologies Inc. Procédé de détection et vérification de phrases-clefs pour la compréhension flexible de la parole
EP0935378A2 (fr) * 1998-01-16 1999-08-11 International Business Machines Corporation Système et méthode de traitement automatique le transfert d'appel et de données

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2165969A (en) * 1984-10-19 1986-04-23 British Telecomm Dialogue system
EP0834862A2 (fr) * 1996-10-01 1998-04-08 Lucent Technologies Inc. Procédé de détection et vérification de phrases-clefs pour la compréhension flexible de la parole
EP0935378A2 (fr) * 1998-01-16 1999-08-11 International Business Machines Corporation Système et méthode de traitement automatique le transfert d'appel et de données

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
MCINNES ET AL.: "User response to prompt wording styles in an automated banking service with a Wizard of Oz simulation of word-spotting", PROCEEDINGS OF THE 1997 IEE COLLOQUIUM ON ADVANCES IN INTERACTIVE VOICE TECHNOLOGIES FOR TELECOMMUNICATION SERVICES, no. 147, 12 June 1997 (1997-06-12), LONDON, GB, pages 7/1 - 7/6, XP000974507 *

Cited By (16)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2386288B (en) * 2002-03-07 2005-08-17 Rockwell Electronic Commerce Method and system for adding text data to data communication sessions
GB2386288A (en) * 2002-03-07 2003-09-10 Rockwell Electronic Commerce Transmitting customised template messages in non-voiced communication from an agent
DE10220519B4 (de) * 2002-05-08 2005-11-03 Sap Ag Verfahren und System zur Verarbeitung von Sprachinformation
US7343288B2 (en) 2002-05-08 2008-03-11 Sap Ag Method and system for the processing and storing of voice information and corresponding timeline information
EP1361740A1 (fr) * 2002-05-08 2003-11-12 Sap Ag Méthode et système de traitement des informations de la parole d'un dialogue
EP1361736A1 (fr) * 2002-05-08 2003-11-12 Sap Ag Méthode pour la reconnaissance des informations de la parole
EP1363271A1 (fr) * 2002-05-08 2003-11-19 Sap Ag Méthode et système pour le traitement et la mémorisation du signal de parole d'un dialogue
EP1361738A1 (fr) * 2002-05-08 2003-11-12 Sap Ag Méthode et système de traitement du signal de parole à l'aide de reconnaissance de parole et d'analyse fréquentielle
EP1361739A1 (fr) * 2002-05-08 2003-11-12 Sap Ag Méthode et système de traitement du signal de parole après reconnaissance de la langue
EP1361737A1 (fr) * 2002-05-08 2003-11-12 Sap Ag Méthode et système de traitement du signal de parole et de classification de dialogues
US7406413B2 (en) 2002-05-08 2008-07-29 Sap Aktiengesellschaft Method and system for the processing of voice data and for the recognition of a language
EP2141692A1 (fr) * 2008-06-26 2010-01-06 Deutsche Telekom AG Assistance automatisée à commande vocale d'un utilisateur
FR2935854A1 (fr) * 2008-09-11 2010-03-12 Alcatel Lucent Procede et systeme de communication pour l'affichage d'un lien vers un service a partir d'une expression enoncee en cours de conversation.
EP2164237A1 (fr) * 2008-09-11 2010-03-17 Alcatel Lucent Procédé et système de communication pour l'affichage d'un lien vers un service à partir d'une expression énoncée en cours de conversation
EP2299440A1 (fr) * 2009-09-11 2011-03-23 Vodafone Holding GmbH Procédé et dispositif pour la reconnaissance automatique de mots-clés donnés et/ou de termes parmi des données vocales
US9064494B2 (en) 2009-09-11 2015-06-23 Vodafone Gmbh Method and device for automatic recognition of given keywords and/or terms within voice data

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