9
EXPLOIT TECHNICAL INNOVATION
Simple Intent Determination Design
“Receptionist”
Caller
Speech
Speech Recognizer (Watson ASR)
Dialog Manager (DM)
Natural Langage Understander (NLU)
Precedence Rules
Filtering
Post-Processing
Clarify
Request
Customer
Rep.
IVR
Sub-dialog
Labeling and Training Process
1.Identify Categories in Customer Calls (e.g. Unrecognized Number)
2.Wizard Study / Data Collection
3.Labeling Process – Use Guide
4.Train NLU with Language Data
“Transcribe” spoken word to text
Customer question matched to a category (call type)
Perform appropriate action (dialog) for call category
“How May I Help You”
Fulfill call with more dialog or routing to correct automation or person