7
EXPLOIT TECHNICAL INNOVATION
Technology
from the UI Point of View
Classification by machine’s ability to respond
Classification by machine’s ability to respond
ŸNatural
Language
–How
May I Help You?SM
»Intent
Determination
–Unconstrained
speech accepted by machine
–User
asks questions or responds freely, in their own words
–No
vocabulary or syntax constraints imposed upon caller
–There
is no “out of grammar” response
»Callers
may be too vague or respond not on task
–Data-driven
–Natural
language is trained on natural utterances callers give to a “how may I help
you?” prompt or attendant
–NLU
classifies responses into a set of predefined categories
»Pay-Bill,
Get-Copy-of-Bill, etc.