Method and apparatus for natural language call routing using...

G - Physics – 10 – L

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G10L 15/10 (2006.01) G10L 15/26 (2006.01)

Patent

CA 2508946

Methods and apparatus are provided for classifying a spoken utterance into at least one of a plurality of categories. A spoken utterance is translated into text and a confidence score is provided for one or more terms in the translation. The spoken utterance is classified into at least one category, based upon (i) a closeness measure between terms in the translation of the spoken utterance and terms in the at least one category and (ii) the confidence score. The closeness measure may be, for example, a measure of a cosine similarity between a query vector representation of said spoken utterance and each of said plurality of categories. A score is optionally generated for each of the plurality of categories and the score is used to classify the spoken utterance into at least one category. The confidence score for a multi-word term can be computed, for example, as a geometric mean of the confidence score for each individual word in the multi- word term.

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