MaxValueIP, LLC
Using web FAQ data for creating self-service speech applications
In one example, this invention presents a method of providing the same self-service content that is available on the web interface to users contacting by telephone, knowing that the web and telephone are fundamentally different user interfaces. In one embodiment, this seeks to protect the general idea of how to playback web data in real-time to the user over the speech interface. For this purpose, a method is presented comprising of the general steps through which the web data is initially sent to an automatic transformation module. Then, that transformation module refines or re-structures the web data to make it suitable for the speech interface. The algorithm in the module is predicated on the user interface principles of cognitive complexity and limitations on short term memory based on which FAQ types are classified into one of the following four classes: simple, medium, complex, and complex-complex.
International Business Machines Corporation
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G06F G06F H04M G10L G06F
inventional inventional additional additional inventional
Osamuyimen T. Xiang Ea-Ee David M.
Stewart Li Jan Lubensky