KE System
The KE System is an NLU engine (and associated developer toolkit) for providing robust natural-speech call-routing for up to 15-20 routing destinations without the conventional need for transcriptions-based training data and high-priced SLM (statistical language model) grammar speech engines. It offers a powerful natural-speech, open-prompt alternative to conventional discrete-speech, directed-dialog approach.
The KE System follows a three step process: (a) visual layout of the required menu-tree using a graphical user interface; (b) specification of distinct keywords (or key-phrases) as synonyms for each node in the menu tree; and (c) automatic generation of natural-speech recognizer and NLU grammars through combination of specified keywords with a unique domain and speaker-independent garbage model. The recognizer grammar is loaded inside third-party recognizer and allows detection of specified keywords in a wide variety of speaker utterances. The NLU grammar is loaded inside Vestec NLU engine and processes the output of the third-party recognizer for semantic interpretation. Of course, the KE system provides full capability for testing and tuning a variety of natural-speech recognizer and NLU grammars.
The KE System represents a significant advancement over conventional directed-dialog, discrete-speech call-routing solutions. The latter force speakers: (1) to respond to system prompts in only keywords or short phrases, and (2) to traverse a multi-level menu-tree one level at a time. By contrast, the KE system – for almost the same time and cost as conventional directed-dialog, discrete-speech systems – enables speakers: (3) to respond to system prompts in natural speech utterances of their choice containing specified keywords, and (4) to gain direct access to relevant node in a multi-level menu-tree with a single utterance. The KE System also allows replacement of directed-dialog (ie. specific system guidance regarding expected response) with an open-prompt (ie. general guidance, such as “How can I help you?”).