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    • 5. 发明授权
    • Method and apparatus using discriminative training in natural language call routing and document retrieval
    • 在自然语言呼叫路由和文档检索中使用区分性训练的方法和装置
    • US06925432B2
    • 2005-08-02
    • US09748433
    • 2000-12-26
    • Chin-Hui LeeHong-Kwang Jeff Kuo
    • Chin-Hui LeeHong-Kwang Jeff Kuo
    • G06F17/30G06K9/62G10L15/18G06F17/27
    • G06F17/30707G06K9/6217G10L15/1822G10L15/183
    • A method and apparatus for performing discriminative training of, for example, call routing training data (or, alternatively, other classification training data) which improves the subsequent classification of a user's natural language based requests. An initial scoring matrix is generated based on the training data and then the scoring matrix is adjusted so as to improve the discrimination between competing classes (e.g., destinations). In accordance with one illustrative embodiment of the present invention a Generalized Probabilistic Descent (GPD) algorithm may be advantageously employed to provide the improved discrimination. More specifically, the present invention provides a method and apparatus comprising steps or means for generating an initial scoring matrix comprising a numerical value for each of a set of n classes in association with each of a set of m features, the initial scoring matrix based on a set of training data and, for each element of said set of training data, based on a subset of said features which are comprised in the natural language text of said element of said set of training data and on one of said classes which has been identified therefor; and based on the initial scoring matrix and the set of training data, generating a discriminatively trained scoring matrix for use by said classification system by adjusting one or more of said numerical values such that a greater degree of discrimination exists between competing ones of said classes when said classification requests are performed, thereby resulting in a reduced classification error rate.
    • 用于执行例如呼叫路由训练数据(或替代地,其他分类训练数据)的辨别性训练的方法和装置,其改进了用户基于自然语言的请求的后续分类。 基于训练数据生成初始评分矩阵,然后调整评分矩阵,以便改善竞争类(例如,目的地)之间的区分。 根据本发明的一个说明性实施例,可以有利地采用广义概率下降(GPD)算法来提供改进的辨别。 更具体地,本发明提供了一种方法和装置,包括用于生成初始评分矩阵的步骤或装置,该初始评分矩阵包括与一组m个特征中的每一个相关联的一组n个类中的每一个的数值,基于 一组训练数据,并且对于所述一组训练数据的每个元素,基于所述特征的子集,所述子集包括在所述训练数据集合的所述元素的自然语言文本中,并且已经被 确定; 并且基于所述初始评分矩阵和所述训练数据集合,通过调整所述数值中的一个或多个来产生用于由所述分类系统使用的鉴别训练的评分矩阵,使得当所述类别中的所述类别之间存在较大程度的歧视时, 所述分类请求被执行,从而导致分类错误率降低。
    • 7. 发明授权
    • System and method for performing automated dynamic dialogue generation
    • 执行自动动态对话生成的系统和方法
    • US06418440B1
    • 2002-07-09
    • US09334000
    • 1999-06-15
    • Hong-Kwang Jeff KuoChin-Hui LeeAndrew Nason Pargellis
    • Hong-Kwang Jeff KuoChin-Hui LeeAndrew Nason Pargellis
    • G06F1730
    • G06F17/30654
    • A customized method or algorithm for holding an interactive dialogue session between a (human) user and a machine (hereinafter referred to simply as a “dialogue”) is generated, such that the resulting dialogue advantageously responds to the user's requests and wherein the system's capability (i.e., the dialogue) is automatically modified thereafter based on dynamically changing external databases. Specifically, a computer system acts as a Dialogue Generator agent by creating such a customized dialogue consisting of services that are organized and presented in a form that is a combination of the user's expectations and the system's capabilities. In particular, the system's capabilities advantageously include the information content of database/service providers (such as, for example, a distributed information source such as the World Wide Web or a corporate file system), and the Dialogue Generator advantageously modifies the dialogue periodically in response to this dynamically changing external environment.
    • 生成用于在(人)用户和机器之间保持交互式对话会话(以下简称为“对话”)的定制方法或算法,使得所得到的对话有利地响应于用户的请求,并且其中系统的能力 (即,对话)此后将根据动态变化的外部数据库自动修改。 具体来说,计算机系统作为对话生成器代理,通过创建由服务组成的定制对话,该对话组合和呈现为用户期望和系统功能的组合的形式。 特别地,系统的能力有利地包括数据库/服务提供商(例如,诸如万维网或公司文件系统的分布式信息源)的信息内容,并且对话生成器有利地周期性地修改对话 响应这种动态变化的外部环境。
    • 8. 发明授权
    • Automatic creation of complex conversational natural language call routing system for call centers
    • 自动创建呼叫中心的复杂对话自然语言呼叫路由系统
    • US08509396B2
    • 2013-08-13
    • US12566369
    • 2009-09-24
    • Ea-Ee JanHong-Kwang Jeff KuoDavid M. Lubensky
    • Ea-Ee JanHong-Kwang Jeff KuoDavid M. Lubensky
    • H04M1/64
    • G06F17/2785
    • A call routing system is created by receiving a set of initial target classes and a corresponding set of topic descriptions. Non-overlapping semantic tokens in the set of topic descriptions are identified. A set of clear target classes from the non-overlapping semantic tokens and the initial target classes is identified. Overlapping semantic tokens from the set of topic descriptions are identified. A set of vague classes is identified from the overlapping semantic tokens and the initial target classes. A set of disambiguation dialogues and a set of grammar prompts is generated according to the overlapping and non-overlapping semantic tokens. The call routing system is then created based on the set of clear target classes, the set of vague target classes, and the set of disambiguation dialogues.
    • 通过接收一组初始目标类别和一组相应的主题描述来创建呼叫路由系统。 识别主题描述集中的非重叠语义令牌。 识别来自非重叠语义令牌和初始目标类的一组清晰的目标类。 确定主题描述集中的重叠语义令牌。 从重叠的语义令牌和初始目标类中识别出一组模糊类。 根据重叠和非重叠语义令牌生成一组消歧对话和一组语法提示。 然后,基于一组明确的目标类,一组模糊的目标类和一组消歧对话来创建呼叫路由系统。