System and method for expedited resolution of inquiries for an automated agent

Abstract

An automated agent system and method includes an action classifier which scores a representation of a portion of a user inquiry based on a knowledge bank. A comparing device compares a running score of the representation to a threshold to determine if enough information has been collected to respond early to the inquiry. An action mechanism provides an early response to the user prior to the user completing the inquiry if the threshold has been exceeded.

1 . An automated agent system, comprising: 
 an action classifier, which scores a representation of a portion of a user inquiry based on a knowledge bank;    a comparing device which compares a running score of the representation to a threshold to determine if enough information has been collected to respond early to the inquiry; and    an action mechanism which provides an early response to the user prior to the user completing the inquiry if the threshold has been exceeded.    
   
   
       2 . The system as recited in  claim 1 , wherein the knowledge bank includes information based on a history of previous inquiries.  
   
   
       3 . The system as recited in  claim 1 , further comprising a speech recognizer to generate the representation.  
   
   
       4 . The system as recited in  claim 1 , wherein the action mechanism includes a barge-in module, which enables the system to barge-in on a user's inquiry prior to its completion.  
   
   
       5 . The system as recited in  claim 1 , further comprising a dialog manager, which responds the user's inquiry.  
   
   
       6 . The system as recited in  claim 1 , further comprising a module to detect an end of speech for the user's inquiry.  
   
   
       7 . The system as recited in  claim 6 , wherein the end of speech module generates a final score, which is compared to a final threshold, such that if the final score exceeds the threshold action is made on the inquiry in a no barge-in mode, otherwise the user is prompted to repeat the inquiry.  
   
   
       8 . The system as recited in  claim 1 , wherein the running score is continuously monitored by the comparing device to ensure an earliest response to the user's inquiry.  
   
   
       9 . An automated call agent system, comprising: 
 a speech recognizer, which receives speech information from a caller and decodes the speech information into a representation of the speech information as the speech information is being received;    an action classifier, which scores portions of the representation to the inquiry based on a knowledge bank;    a comparing device which compares a running score of the portions of the representation to a threshold to determine if enough information has been collected to barge-in on the user's inquiry to respond early to the inquiry; and    an action mechanism which barges-in on the inquiry and provides an early response to the user prior to the user completing the inquiry, if the threshold has been exceeded.    
   
   
       10 . The system as recited in  claim 9 , wherein the knowledge bank includes information based on a history of previous inquiries.  
   
   
       11 . The system as recited in  claim 9 , further comprising a dialog manager, which responds the user's inquiry when the action mechanism barges-in.  
   
   
       12 . The system as recited in  claim 9 , further comprising a module to detect an end of speech for the user's inquiry.  
   
   
       13 . The system as recited in  claim 12 , wherein the end of speech module generates a final score, which is compared to a final threshold, such that if the final score exceeds the threshold action is made on the inquiry in a no barge-in mode, otherwise the user is prompted to repeat the inquiry.  
   
   
       14 . The system as recited in  claim 9 , wherein the running score is continuously monitored by the comparing device to ensure an earliest response to the user's inquiry.  
   
   
       15 . A method for responding early to a user inquiry in an automated agent system, comprising the steps of: 
 scoring a representation of a portion of a user inquiry based on a knowledge bank;    comparing a running score of the representation to a threshold to determine if enough information has been collected to respond early to the inquiry; and    responding to the user prior to the user completing the inquiry.    
   
   
       16 . The method as recited in  claim 15 , wherein the knowledge bank includes information based on a history of previous inquiries, and further comprising updating the knowledge bank after an action is taken.  
   
   
       17 . The method as recited in  claim 15 , further comprising recognizing speech to generate the representation.  
   
   
       18 . The method as recited in  claim 15 , wherein responding includes barging in on a user's inquiry prior to its completion.  
   
   
       19 . The method as recited in  claim 15 , further comprising detecting an end of speech for the user's inquiry.  
   
   
       20 . The method as recited in  claim 19 , wherein detecting the end of speech includes generating a final score, which is compared to a final threshold, such that if the final score exceeds the threshold action is made on the inquiry in a no barge-in mode, otherwise the user is prompted to repeat the inquiry.  
   
   
       21 . The method as recited in  claim 15 , wherein comparing includes continuously monitoring the running score to ensure an earliest response to the user's inquiry.  
   
   
       22 . A program storage device readable by machine, tangibly embodying a program of instructions executable by the machine to perform method steps for responding early to a user inquiry in an automated agent system, as recited in  claim 15.