CPC G10L 15/02 (2013.01) [G06N 3/08 (2013.01); G10L 25/30 (2013.01); G10L 25/51 (2013.01)] | 20 Claims |
1. A computer-implemented method for providing high quality speech recognition, the method comprising:
selecting a first speech-to-text model to perform speech recognition of words spoken by a customer;
selecting a second speech-to-text model to perform speech recognition of words spoken by an agent;
analyzing combined results of said first and said second speech-to-text models to generate a reference speech-to-text result;
reprocessing cached customer speech data with a plurality of speech-to-text models to perform speech recognition of said customer's spoken words in response to a confidence rate of a speech-to-text result performed by said first speech-to-text model not exceeding a threshold value;
performing a similarity analysis on results of said plurality of speech-to-text models with respect to said reference speech-to-text result;
assigning similarity scores for each of said plurality of speech-to-text models based on said similarity analysis; and
selecting one of said plurality of speech-to-text models with a highest similarity score as a new speech-to-text model for speech-to-text processing of words spoken by said customer during an ongoing call.
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