US 12,388,927 B2
Fuzzy matching for intelligent voice interface
Duane Lee Marzinzik, Springfield, IL (US); Eric R. Moore, Heyworth, IL (US); Gregory D. Carter, Bloomington, IL (US); Harsh Lalwani, Normal, IL (US); Matthew Mifflin, Bloomington, IL (US); Padmaja Uppaluri, Bloomington, IL (US); Ryan Jewell, Bloomington, IL (US); and Richard J. Lovings, Normal, IL (US)
Assigned to STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY, Bloomington, IL (US)
Filed by STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY, Bloomington, IL (US)
Filed on Jul. 21, 2022, as Appl. No. 17/870,084.
Claims priority of provisional application 63/231,376, filed on Aug. 10, 2021.
Claims priority of provisional application 63/224,698, filed on Jul. 22, 2021.
Prior Publication US 2023/0036906 A1, Feb. 2, 2023
Int. Cl. H04M 3/493 (2006.01); G06F 3/16 (2006.01); G06F 40/35 (2020.01); G10L 15/04 (2013.01); G10L 15/18 (2013.01); G10L 15/183 (2013.01); G10L 15/22 (2006.01); G10L 15/26 (2006.01); G10L 15/30 (2013.01); G10L 25/63 (2013.01); H04L 51/52 (2022.01); H04M 3/42 (2006.01)
CPC H04M 3/4936 (2013.01) [G06F 3/167 (2013.01); G06F 40/35 (2020.01); G10L 15/04 (2013.01); G10L 15/1815 (2013.01); G10L 15/183 (2013.01); G10L 15/22 (2013.01); G10L 15/26 (2013.01); G10L 15/30 (2013.01); G10L 25/63 (2013.01); H04L 51/52 (2022.05); H04M 3/42221 (2013.01); G10L 2015/223 (2013.01); H04M 2201/40 (2013.01)] 16 Claims
OG exemplary drawing
 
1. A computer-implemented method for identifying entities based upon information callers provide to an intelligent voice interface, wherein the intelligent voice interface is configured to lead the callers through pathways of an algorithmic dialog that includes one or more available voice prompts for requesting caller information, the computer-implemented method comprising, during a voice communication with a caller via a caller device:
sending to the caller device, by one or more processors implementing the intelligent voice interface, a first voice prompt that asks the caller to identify a particular entity;
receiving from the caller device, by the one or more processors, caller input data indicative of a voice response of the caller identifying the particular entity, wherein the particular entity is a vehicle, person, or structure;
analyzing, by the one or more processors, the caller input data to determine a set of words spoken by the caller;
for each segment of two or more segments of the set of words, determining, by the one or more processors, a level of string matching between the segment and a corresponding segment in a record stored in a database;
determining, by the one or more processors and based upon the level of string matching for each of the two or more segments, a level of match certainty for the particular entity from among at least three possible levels of match certainty including:
determining a first level of match certainty based on one or more first requirements that (i) each of the two or more segments has at least a partial match and at least one of the two or more segments has an exact match or (ii) that at least two of the two or more segments has an exact match;
determining a second level of match certainty which is lower than the first level of match certainty when the one or more first requirements have not been met and based on one or more second requirements that at least two of the two or more segments have at least a partial match; and
determining a third level of match certainty lower than the first and second levels of match certainty when the one or more first requirements have not been met and the one or more second requirements have not been met; and
selecting, by the one or more processors and based upon the level of match certainty, a pathway of the algorithmic dialog.