Note : Les descriptions sont présentées dans la langue officielle dans laquelle elles ont été soumises.
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Voice Application Platform
Background
This description relates to voice application platforms.
Voice application platforms provide services to voice assistants and voice
assistant devices to
enable them to listen to and respond to end users' speech. The responses can
be spoken or
presented as text, images, audio, and video (items of content). In some cases
the responses
involve actions such as turning off an appliance.
Voice assistants, such as Apple's Siri, Amazon's Alexa, Microsoft's Cortana,
and Google's
Assistant, are accessed from servers by proprietary voice assistant devices
such as Amazon
Echo and Apple HomePod, or sometimes on generic workstations and mobile
devices.
Voice assistant devices typically have microphones, speakers, processors,
memory,
communication facilities, and other hardware and software. A voice assistant
device can
detect and process human speech to derive information representing an end
user's request,
express that information as a request message (which is sometimes called an
intent or
contains an intent) in accordance with a predefined protocol, and communicate
the request
message through a communication network to a server.
At the server, a voice application receives and processes the request message
and determines
an appropriate response. The response is incorporated into a response message
expressed in
accordance with a predefined protocol. The response message is sent through
the
communication network to the voice assistant device. The voice assistant
interprets the
response message and speaks or presents (or takes actions specified by) the
response. The
work of the voice application is supported by an infrastructure of operating
systems and other
processes running on the server.
The services provided by the server to the client voice assistant devices to
enable their
interactions with end users are sometimes called voice assistant services
(which are
sometimes also called or include skills, actions, or voice applications).
Interaction between an end user and a voice assistant can include a series of
requests and
responses. In some cases, requests are questions posed by end users and the
responses are
answers to the questions.
Typically, the server, the voice assistant devices, the voice assistants, the
voice assistant
services, the predefined protocols, and basic voice applications are designed
together as part
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of a proprietary voice assistant framework. To enable third parties¨such as
brands that want
to engage with the end users through the voice assistants¨to create their own
voice
applications, the frameworks provide proprietary APIs.
Summary
In some implementations, the universal voice application platform that we
describe here
provides brands and organizations with the ability to create and maintain
engaging voice
applications in one location that services Amazon Alexa, Google Assistant,
Apple HomePod,
Microsoft Cortana, and other devices. The platform is designed to offer brands
and
organizations the ability to deploy a voice application quickly while offering
flexibility via
customization capabilities.
The platform provides features that handle voice requests and are bundled
within modules.
The features include handlers that process voice requests for events, FAQs,
daily updates,
reminders, checklists, surveys and latest news, and other pre-defined
features. Module
bundles reference features based on common use cases related to industry
specific needs and
contain sample content to enable speed-to-market for brands and organizations.
Brand authors can administer voice content within the platform's voice content
management
system. The voice content management system offers an intuitive interface that
does not
require technical knowledge to create, modify, and remove content that shapes
the voice
experience. The platform's content management system also provides guidance
and insight to
brand administrators via end-user usage analytics captured over time. Guidance
includes
clues such as visual indicators for supported devices by media type (e.g.,
video and image
media supported by the Amazon Echo Show). Insights include analytics regarding
the
success rate of a response for a given question across device types (e.g., and
insight that
Google responds more to the same question than Amazon Alexa).
Behind the scenes, the platform is cloud-based, eliminating the need for
brands and
organizations to invest in additional infrastructure. The cloud-based offering
also results in
regular updates and enhancements that are automatically available to brands
and
organizations that are customers of the platform.
The platform uses a layered architecture that does not rely on dependencies
from other layers
in the system. The layers include a voice API layer, a business logic layer, a
feature and
module layer, a CMS layer, and a data layer.
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Among the unique aspects of the platform are the following:
1. The platform processes data from multiple voice assistant frameworks
(such as Alexa,
Google Home, Apple HomePod, chatbots into a singular API/business logic layer.
The
platform abstracts the data and processes it to enhance the understanding of
the end user's
intent. The platform uses graph-based pattern matching as opposed to a rules-
based engine.
The graph-based pattern matching allows a consistent and confident approach to
managing
mapping cross-assistant intents with the feature of the platform to use. This
makes the voice
applications more manageable and updateable while still giving the flexibility
to enable
machine learning to update positions of nodes in the graph. The graph-based
approach only
requires one step to support a newly added voice assistant framework. A new
node (data-
point) is added to a graph database to create a connection between voice
intents from an end-
user.
2. Since the platform has access to data from multiple voice assistant
frameworks the
platform can compare how certain frameworks perform relative to others. For
example, the
platform can see the failure rates of different voice applications and
features across the
various voice assistant frameworks and as a result can use machine learning
and algorithms to
understand an end user's intent better than the specific voice assistant
framework that they
are using. This is possible by detecting patterns of success and failure for
each framework for
the same type of content and determine what changes would make it more
successful in turn
allowing for finding the best superset of content variations to fit all
supported frameworks.
3. Since the platform collects performance data across multiple devices
through a single
API it can collect and analyze performance and provide content recommendations
effectively.
The platform uses machine learning and its own algorithms to report back how
one voice
application is doing relative to another in order to make real-time dynamic
content
suggestions to voice application developers directly within the user interface
of the platform.
This can optimize the performance of a voice application and enhance the
overall end user
experience.
4. The platform supports sets of dynamic content offering more than one way
to answer
a question or give a response. This creates a more engaging voice experience
since the
prompts and responses can change from session to session. It also allows for
the creation of
personas and changing the voice experience depending on the preferences and
demographics
of the end user. By contrast, for example, if ten end users ask Alexa the same
question, the
voice assistant will interact in the same way all ten times. The platform
described here allows
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the voice application developer to set up infinite different responses for
each of the ten users
and the responses can even be personalized to each specific individual. For
example, if the
platform determined that the end user is a 35-year-old female living in the
Georgia, then the
developer may decide that that end user may be more comfortable talking to
another female
who has a southern accent and who speaks using local colloquialisms and local
references.
The platform allows the developer to change the words that the specific voice
platform uses
when speaking to the end user. The developer also can use the platform to
record amateur or
professional voice talent with the relevant gender, accent, dialect, etc. The
result is a more
authentic/human interaction between the end user and their voice assistant
device.
5. The platform natively supports multilingual content for prompts and
responses. This
is useful in order to reach a larger audience within the United States and
worldwide. It also
creates more inclusive and human experiences between end users and their voice
assistant
devices. Multilingual support is built into the interface for non-English
speaking
administrators along with the ability to add, modify and remove multilingual
content.
6. The platform offers both speed to market via pre-defined modules with
sample
content and flexibility via customization. Platform lets a developer use the
pre-defined
modules and the platform's content management system or create a custom voice
experience
using a combination of their own modules and content that interfaces with the
platform via
API's. This is important because it will enable voice app
creators/administrators to create and
manage more customized and authentic voice experiences, which will ultimately
benefit end
users.
7. Using a human voice for prompts and responses as opposed to an Al
computer voice
leads to a more authentic and engaging experience. The platform allows
administrators to
create and edit audio and video content directly within the platform. There is
no need to leave
the platform to create new content. An administrators can create a voice
interaction in a voice
application, including the creation of rich media (audio and video) content
all in one place. In
typical known, an administrators is expected to create audio and video assets
outside of the
voice application platform. The platform enables administrators to add media
directly within
the platform and its user interface, thus increasing efficiency and speed to
market. In
addition, this ultimately leads to deeper, richer voice experiences for the
end user.
8. Voice assistant devices vary in how they handle multi-media based on its
internal
hardware. One device may support video, audio, images and text while another
may only
support text and audio. The platform offers media guidance on whether a
specific piece of
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content within the platform is supported by particular voice Assistant devices
and
frameworks, in real time directly in the user interface of the platform. This
provides user with
vital information on what content he or she should focus on while learning how
to optimize
the experience on a specific voice assistant device.
Therefore, in general, in an aspect, requests are received from voice
assistant devices
expressed in accordance with corresponding protocols of one or more voice
assistant
frameworks. Each of the requests represents a voiced input by a user to the
corresponding
voice assistant device. The received requests are re-expressed in accordance
with a common
request protocol. Based on the received requests, responses to the requests
are expressed in
accordance with a common response protocol. Each of the responses is re-
expressed
according to a protocol of the framework with respect to which the
corresponding request
was expressed. The responses are sent to the voice assistant devices for
presentation to the
users.
Implementations may include one or a combination of two or more of the
following features.
The requests are expressed in accordance with corresponding protocols of two
or more voice
assistant frameworks. The voice assistant frameworks include a framework of at
least one of
Amazon, Apple, Google, Microsoft, or a chatbot developer. The generating of
the responses
includes using information from the requests to traverse a graph. Traversing
the graph
includes identifying features to be used to implement the responses. The
features are
organized in modules. At least one of the modules is pre-defined. At least one
of the modules
is custom defined. At least one of the modules includes a collection of pre-
defined features
with pre-defined items of content tailored to a specific industry or
organization. The features
include information about items of content to be included in the responses.
The features
include information about dynamic items of content to be included in the
responses. At least
one of the items of content is pre-defined. At least one of the items of
content is custom
defined. The generation of the responses to the requests includes executing a
voice
application. The voice application includes a collection of functions that
generate responses
to human spoken requests. A generated response includes a verbal output. A
generated
response triggers other functions while providing the verbal output. The
instructions are
.. executable by the processor to: receive data about requests and
corresponding responses for
two or more of the frameworks, and analyze the received data to determine
comparative
performance of the responses for the frameworks. The performance includes
performance of
one or more of the voice assistant frameworks. The performance includes
performance of one
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or more features used to implement the responses. The performance includes
performance of
one or more items of content included in the responses. The performance
includes
performance of one or more voice applications.
The instructions are executable by the processor to expose at a user interface
of a voice
application platform, features for selection and management of items of
content to be
included in the responses. In real time as the items of content are being
selected or managed,
information is exposed through the user interface about relative performances
of respective
items of content associated with characteristics of the items of content.
Information is
received through the user interface about selected or managed items of
content. A voice
application is executed to generate the responses including presentation of
the selected and
managed items of content. The user interface is configured to enable a non-
technically trained
person to select or manage the items of content and provide and receive
information about the
items of content. The instructions are executable by the processor to enable
selection of items
of content to be included in a given one of the responses, from alternative
possible items of
content. The selection of the items of content to be included in the given
response are based
on a context of a voiced input of an end user. The context of the voiced input
of the end user
includes a geographic location of the voice assistant device to which the
response is to be
sent. The context of the voiced input of the end user includes demographic
characteristics of
the end user.
The instructions are executable by the processor to present a user interface,
configure the user
interface to (a) enable creating voice applications for processing the
requests and for
generating the corresponding responses, (b) maintain modules of features to
which the
requests can be matched to generate the responses, including standard modules
and custom
modules, (c) include in each of the modules, a set of features that correspond
to contexts in
which the responses will be presented to the end users, and (d) expose the
modules through
the user interface.
The instructions are executable by the processor to expose at a user interface
of a voice
application platform features that enable selecting and managing items of
content to be
included in the responses. Each of the items of content requires the voice
assistant devices to
have corresponding content presentation capabilities. During the selecting and
managing of
the items of content, information is simultaneously exposed through the user
interface about
the capabilities of voice assistant devices that conform to respective
different voice assistance
frameworks to present the items of content being selected and managed. The
voice
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application platform guides non-technically trained users about capabilities
of the voice
assistant frameworks and how they will represent images, audio, video, and
other forms of
media.
In general, in an aspect, requests are received through a communication
network from voice
assistant devices that conform to one or more different voice assistant
frameworks. The
requests are for service based on speech of end-users. The speech of the end
users expresses
intents. Data derived from the requests for service is used to traverse a
graph of nodes and
edges to reach features that match the respective requests for service. The
features are
executed to generate responses. The responses are sent through the
communication network
to the voice assistant devices to cause them to respond to the respective end
users.
Implementations may include one or a combination of two or more of the
following features.
The voice assistant devices from which the requests are received conform to
two or more
different voice assistant frameworks. The data is derived from the requests
for service by
abstracting information in the requests to a data format that is common across
the two or
more different voice assistant frameworks. The nodes of the graph are updated
using outputs
of a machine learning algorithm. Information about the requests is used to
identify an initial
node of the graph at which to begin the traversal. A node is added
automatically to the graph
to serve as the initial node of the graph at which to begin the traversal with
respect to requests
that conform to an additional voice assistant framework.
.. In general, in an aspect, requests are received through a communication
network from voice
assistant devices that conform to one or more different voice assistant
frameworks. The
requests are for service based on speech of end-users. The speech of the end
users expresses
intents. Responses to the received requests are determined. The responses are
configured to
be sent through the communication network to the voice assistant devices to
cause them to
.. respond to the respective end users. Measures of the success of the
determinations of the
responses are evaluated. Based on the relative measures of success of the
responses, a user
can, through the user interface, manage subsequent responses to requests for
service.
Implementations may include one or a combination of two or more of the
following features.
the Voice assistant devices from which the requests are received conform to
two or more
.. different voice assistant frameworks. Suggested responses are presented to
the user through
the user interface based on the evaluated measures of success, and the user
can select
responses to be sent to the voice assistant devices based on the suggested
responses. The
evaluation of measures of the success includes evaluating success of items of
content carried
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by the responses across two or more of the different voice assistant
frameworks. The
evaluation of the measures of the success includes evaluating success of the
responses
relative to the respective voice assistant frameworks of the voice assistant
devices to which
the responses are to be sent. The evaluation of the measures of the success
includes
evaluating success of the responses relative to two or more different voice
applications
configured to receive the requests and determine the responses. The items of
content to be
carried in subsequent responses are managed based on the measures of success.
In general, in an aspect, features are exposed at a user interface of a voice
application
platform that enable selecting and managing items of content to be included in
responses to
be provided by a voice application to voice assistant devices that conform to
one or more
different voice assistant frameworks, In real time while the items of content
are being
selected and managed, information is exposed through the user interface about
relative
performances of respective items of content associated with characteristics of
the items of
content. Information is received through the user interface about selected and
managed items
of content. A voice application is executed to generate the responses to
include the selected
and managed items of content.
Implementations may include one or a combination of two or more of the
following features.
Usage data is aggregated from the voice assistant devices that conform to the
two or more
different voice assistant frameworks. Information is generated about the
relative
performances of respective items of content from the aggregated usage data.
The usage data
is aggregated through a universal API. The information about the relative
performances is
generated by a machine learning algorithm.
In general, in an aspect, requests for service are received through a
communication network
from voice assistant devices that conform to one or more different voice
assistant
frameworks. The requests for service are based on speech of end-users. The
speech of the end
users expresses intents. Responses to the received requests are determined.
The responses are
configured to be sent through the communication network to the voice assistant
devices to
cause them to respond to the respective end users. The responses include items
of content.
The items of content included in a given one of the responses are selected
from alternative
.. possible items of content. The selection of the items of content to be
included in the given
response are based on a context of the expressed intent of an end user.
Implementations may include one or a combination of two or more of the
following features.
The voice assistant devices from which the requests are received conform to
two or more
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different voice assistant frameworks. One of the voice assistant frameworks
includes a
chatbot framework. The context of the expressed intent of the end user may
include the
geographic location of the voice assistant device to which the response is to
be sent. The
context of the expressed intent of the end user may include demographic
characteristics of the
end user. The demographic characteristics include linguistic characteristics
inferred from a
geographic location of the voice assistant device to which the responses are
to be sent or
inferred from characteristics of words contained in the received requests. The
demographic
characteristics may include age. The linguistic characteristics include local
colloquialisms or
local references. The demographic characteristics may include gender. The end
user
preferences based on which the items of content to be included in the given
response can be
selected.
In general, in an aspect, a user interface is presented for development of
voice applications.
The user interface is configured to enable creation of voice applications for
processing
requests received from voice assistant devices and for generating
corresponding responses for
the voice assistant devices to present to end users. Modules of features are
maintained to
which the requests can be matched to generate the responses. Each of the
modules includes a
set of features that correspond to contexts in which the responses will be
presented to the end
users. The maintaining of the modules includes (a) maintaining standard
modules for
corresponding contexts, and (b) enabling generation and maintenance of custom
modules of
features to which the requests can be matched to generate custom responses for
the voice
assistant devices. The modules are exposed through the user interface.
Implementations may include one or a combination of two or more of the
following features.
Items of content are maintained to be used with the features in generating the
responses. The
maintaining of the items of content includes (a) maintaining standard items of
content, and
(b) enabling generation and maintenance of custom items of content to be used
with the
features to generate custom responses for the voice assistant devices. The
contexts relate to
products or services in a defined market segment. The contexts relate to
demographics of
target groups of end users. The contexts relate to capabilities of the voice
assistant devices.
The contexts relate to types of content items to be used with the features in
generating the
responses.
In general, in an aspect, a user interface is presented for development of
voice applications.
The user interface is configured to enable creation of voice applications for
processing
requests received from voice assistant devices and for generating
corresponding responses for
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the voice assistant devices to present to end users. Responses to the received
requests are
determined. The responses are configured to be sent through the communication
network to
the voice assistant devices to cause them to respond to the respective end
users. The
responses include items of content. The user interface enables creation and
editing of items of
the content in rich media formats for inclusion with the responses.
Implementations may include one or a combination of two or more of the
following features.
The rich media formats include image, audio and video formats. The user
interface is
presented by a platform that enables the creation of the voice applications.
The platform
enables recording and editing of the items of the content directly within the
platform through
the user interface area
In general, in an aspect, exposing features at a user interface of a voice
application platform.
The features enable selecting and managing items of content to be included in
responses to be
provided by a voice application to voice assistant devices that conform to one
or more
different voice assistant frameworks. Each of the items of content requires
the voice assistant
devices to have corresponding content presentation capabilities. While the
items of content
are being selected and managed, information is simultaneously exposed through
the user
interface about the capabilities of voice assistant devices that conform to
respective different
voice assistance frameworks to present the items of content being selected and
managed.
Implementations may include one or a combination of two or more of the
following features.
The voice assistant devices to which the responses are to be provided conform
to two or more
different voice assistant frameworks. The content presentation capabilities
include
capabilities of hardware and software of the voice assistant devices. The
content presentation
capabilities relate to types of content items. The types of content items
include text, images,
audio, and video.
In general, in an aspect, a user interface is presented for development of
voice applications.
The user interface is configured to enable creation of voice applications for
processing
requests received from voice assistant devices and for generating
corresponding responses for
the voice assistant devices to present to end users. Responses to the received
requests are
determined. The responses are configured to be sent through a communication
network to the
voice assistant devices to cause them to respond to the respective end users,
the responses
including items of content expressed in natural language. The user interface
enables a user to
select and manage the expression of one or more of the items of content in any
one of two or
more natural languages.
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Implementations may include one or a combination of two or more of the
following features.
The user interface is presented in any one of two or more different natural
languages. Each
item of content is represented according to a data model. The representation
of each of the
items of content inherits an object that contains properties for the natural
language of the item
.. of content.
These and other aspects, features, and implementations can be expressed as
methods,
apparatus, systems, components, program products, methods of doing business,
means or
steps for performing a function, and in other ways.
These and other aspects, features, and implementations will become apparent
from the
following descriptions, including the claims.
Description
Figures 1, 2 through 10, 14 through 21, and 29 through 32 are a block
diagrams.
Figures 11A, 11B, 12, and 13 are examples of code.
Figures 22 through 28 and 30, 33 are user interface screens.
As shown in figure 1, here we describe a technology 10 that provides a
universal voice
application platform 12 (which we sometimes call simply a "platform" or a
"universal
platform" or a "cross-device platform"). The platform is configured for (among
other
activities) creating, storing, managing, hosting, and executing voice
applications 14 and
providing voice assistant services 11 to voice assistants 13 and voice
assistance devices 18.
The platform serves two classes of users.
One class comprises end users 28 of the voice assistant devices and voice
assistants. The end
users are served by universal voice applications that can process requests
from voice assistant
devices that conform to any framework and formulate corresponding universal
responses that
can be translated to responses useable in any framework.
The other class of users includes platform participant users 45 who use the
platform in a
software as a service mode, through user interfaces 39, to create, store, and
manage the
universal voice applications and related items of content, among other things.
The platform is
configured to enable the platform participant users to quickly create, store,
and manage
standardized universal voice applications based on predefined standard items
of content and
other components needed for the voice applications. In other modes of use, the
platform is
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configured to enable the platform participant users to create, store, manage,
and control
customized universal voice applications and related items of content, among
other things.
The standardized universal voice applications, items of content, and other
components can be
stored on the platform servers 22. The customized universal voice
applications, items of
content, and other components can be stored on customization servers.
At run time, spoken requests (e.g., intents) 26 from end users are received by
voice assistant
devices 18, which process them and formulate request messages 34. The request
messages 34
are passed through a communication network 29 to voice assistant servers 31
operated, for
example, by parties that control particular frameworks (such as Amazon with
respect to the
Alexa framework. The voice assistant servers process the incoming messages,
parse them to
derive request message elements and pass the processed request information to
the platform
servers. The platform servers use the received message elements to determine
the best
response according to a given standardized or custom voice application being
executed. For
that purpose, the platform servers can refer to standard voice applications,
items of content,
and other components stored and managed on the platform servers, or can refer
to the
customization servers for customized voice applications, customized items of
content, and
other customized components. The platform servers formulate corresponding
appropriate
response message elements 35 and returns them to the voice assistant servers,
which use them
to generate formal voice response messages 32. The responses 34 can be spoken
or presented
in text, images, audio, or video. The platform stores items of content 52 in
various media
formats for use in the responses. In some cases the responses could involve
response actions
such as turning off an appliance.
The three sets of servers (platform servers, customization servers, and voice
assistant servers)
can be created, managed, operated, owned, or controlled (or combinations of
those activities)
respectively by three different parties: (a) a platform host that operates the
platform as a
business venture, (b) the platform participants who control their own
customization servers,
and (c) framework developers (such as Microsoft, Amazon, Google, Apple, and
developers of
chatbots) who operate their own voice assistant servers to control the manner
in which
request and response messages for their frameworks are handled. In some
implementations,
two or more of the three sets of servers could be controlled by a single party
for its own
benefit or for the benefit of itself and another party.
Because the platform is cloud-based (for example, is implemented using one or
more servers
that communicate through communication networks with client voice assistant
devices),
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platform participants need not invest in additional infrastructure to be able
to create, edit,
manage, and own robust voice applications. The cloud-based approach also
enables regular
updates and enhancements to be added by the party that controls the universal
voice
application platform. The updates and enhancements become available
automatically and
immediately to platform participants.
Examples of the platform participants mentioned above include brands,
advertisers,
developers, and other entities that use the platform.
In some examples, people who use the platform as representatives of or on
behalf of platform
participants are sometimes called "platform participant users", "platform
users" or
"participant users." Participant users interact with the platform through one
or more
"participant user interfaces" 39 or simply "user interfaces."
As suggested earlier, some voice applications, which we sometimes call
"standard voice
applications" are designed, developed, and stored by the party that controls
the platform and
made available openly for use by platform participants. Some voice
applications, which we
call "custom voice applications" include custom items of content, custom
features, or other
custom components, and are designed, developed, stored, and controlled for
particular
purposes or by particular platform participants In some cases, these custom
voice applications
can be shared with other platform participants. In some instances, custom
voice applications
are proprietary to a single platform participant and are not shared.
We use the term "voice application" broadly to include for example, any
application that can
accept information about a request of a user of a voice assistant device and
formulate
elements of a response to the request to be returned to the voice assistant
device where the
response is to be implemented. A voice application can be created by any
method that
involves specifying how to accept and use the information about the incoming
request and
how to cause the elements of an appropriate response to be generated based on
the
information about the incoming request. The response can include items of
content and the
elements of the response can be generated by executing relevant defined
functions based on
the information about the incoming request. In typical known systems, a voice
application is
"hard wired" as code that accepts the request as input and executes pre-
specified methods or
functions based on the request to generate the response. Among the advantages
of the
platform and user interface that we describe here are that they provide
participant users an
easy-to-use, robust, effective, time-saving, highly flexible, cross-framework
approach to
developing, updating, controlling, maintaining, measuring the effectiveness
of, and deploying
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voice applications and the items of content that they use. Fine-grained cross-
framework,
cross-content, and cross-feature analytics are made available to the users and
also work in the
background to improve the effectiveness of the voice applications. The
resulting applications
are in turn robust, adaptable, dynamic, and effective, among other benefits.
The platform 12 is configured to be able to accept request message elements
that conform to
any type of voice assistant framework, execute universal voice applications
using those
message elements, and return universally expressed response message elements
that can be
used to formulate response messages for any type of voice assistant framework,
In other words, the universal voice application platform can communicate
simultaneously
with voice assistant devices that belong to (e.g., conform to) multiple
different current and
future voice assistant frameworks, using request messages and response
messages for each of
the voice assistant devices conforming to the native protocols of its
framework. At the same
time, the universal application platform enables platform participants to
develop, maintain,
and deploy robust universally applicable voice applications that can interpret
requests and
formulate responses for voice assistant devices belonging to various different
frameworks
without having to develop, maintain, and deploy multiple parallel functionally
similar voice
applications, one for each framework to be served.
Thus, among the benefits of some implementations of the platform, platform
participants can
formulate, maintain, and deploy engaging effective robust voice applications
through a
single, easy-to-use coherent participant user interface. The resulting voice
applications can
universally serve Amazon Alexa, Google Assistant, Apple HomePod, Microsoft
Cortana, and
any other kind of current or future voice assistants and voice assistant
devices. The platform
is designed to enable a platform participant to deploy a voice application
quickly and easily
while offering flexibility through customization capabilities.
Also among the features and advantages of the technology and the platform are
the following:
Graph based. The platform can interact with, provided services for, and
process data
associated with any voice assistant frameworks including existing proprietary
frameworks
developed by Amazon, Google, Apple, Microsoft, and others and non-proprietary
frameworks, through a single universal API and universal business logic layer.
The platform
abstracts received request messages and processes them to understand the end
users' requests
(e.g., intents) using graph-based pattern matching rather than a rules-based
engine (although
it may be possible to combine the graph-based pattern matching with a rules-
based approach).
The graph-based pattern matching enables a consistent and confident approach
to mapping
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request messages, across multiple voice assistant frameworks, to features to
be used in
formulated responses. The graph-based approach is manageable, updateable, and
flexible
enough to enable machine learning to update positions of nodes in the graph.
New voice
assistant frameworks can be accommodated by the graph-based approach simply by
adding a
new node (data point) to the graph database to create a connection reachable
based on request
messages received from voice assistant devices that conform to the new voice
assistant
framework.
Cross-framework analysis. Because the universal voice application platform has
access to
usage data from multiple different voice assistant frameworks, the platform
can compare how
frameworks perform relative to one another. For example, the platform can
analyze failure
rates of different voice applications in processing and responding to received
request
messages and failure rates of particular features or items of content across
multiple voice
assistant frameworks. As a result, the platform can use machine learning and
platform
algorithms to understand an end user's request (intent) better than the
request might be
understood by the specific voice assistant framework being used, which has
access only to
usage data for that framework. This advantage is achieved, for example, by
detecting patterns
of success and failure for each framework for a given type of feature or
content item and
determining changes that would make the content item or feature more
successful. This
analysis enables the platform to identify the best superset of content item
and feature
variations across supported frameworks.
Robust content suggestions. Because the platform collects usage data across
multiple voice
assistant devices and multiple frameworks through a single API and can analyze
their relative
performances, the platform can provide effective feature and content
recommendations to
platform participants. The platform uses machine learning and algorithms to
report to
platform participants on the relative performances of different voice
applications (including
different voice applications of a given platform participant or different
voice applications of
different platform participants) in order to make real-time dynamic content
suggestions to
platform users directly within the platform user interfaces. These suggestions
can help the
platform users to optimize the performance of their voice applications and
enhance the
overall end-user experience.
Dynamic content. The platform supports sets of items of dynamic content, to
provide, for
example, more than one possible response to a request, such as alternative
answers to a
question. Dynamic content can enable a more engaging end-user experience
because, for
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example, the responses can change from session to session. Dynamic content
also enables
one or more personas of voice assistants to be created and end-user
experiences to be altered
depending on preferences and demographics of the end users. In typical
existing platforms, if
ten end users ask a given voice assistant the same question, the voice
assistant will interact in
the same way all ten times. The universal voice application platform enables
formulating a
potentially infinite variety of responses for each of the ten end users and
personalizing each
response to the specific end user. For example, if the platform determined
that the end user is
a 35-year-old female living in Georgia, then a particular response can be
chosen based on a
decision by the developer that such an end user may be more comfortable
talking to another
female (the voice assistant) who has a southern accent and who speaks using
local
colloquialisms and local references. The platform enables the developer to
change the words
that a given voice assistant framework uses when speaking to an end user and
to record
amateur or professional voice talent having relevant gender, accent, dialect,
or other voice
characteristics. The result is a more authentic and acceptable interaction
between a given end
user and a voice assistant.
Typically, the platform cannot "hear" the end-user's accent because the
request message does
not carry an audio file from any of the voice assistant frameworks. The
platform only receive
text and can look for key words that give clues that the end user may have an
accent. An
example would be "y'all" in the text which could be attributable to a southern
United States
accent. The platform also can couple identification of keywords with
geographic information
if available. The key word "y'all" received from voice assistant device in
Atlanta GA could
imply a southern accent.
Multilingual content. The platform natively supports multilingual content for
responses
enabling a platform participant to reach a larger audience within the US and
worldwide. The
platform also enables more inclusive and human experiences between end users
and voice
assistants. Multilingual support is built into the interface for non-English
speaking participant
users along with the ability to add, modify, and remove multilingual content.
Pre-stored and custom modules and content. The platform offers both (a) speed
to market for
brand owners or other platform participants using predefined (e.g., standard)
features,
modules of features, and sample content items, and (b) flexibility using
customization or
creation of custom of features, modules, and content items, among other
things. The platform
participant can use the standard features, modules, and content items 23
through an easy-to-
use content management system to speed development or can create custom end-
user
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experiences by creating their own custom features, modules, and content items,
among other
things, that operate with the platform using APIs. This arrangement enables
platform
participants to create and manage customized and authentic end-user
experiences to serve end
users better.
Human voice. Using a human voice for responses and not solely a synthesized
computer
voice yields a more authentic and engaging end-user experience. The platform
enables
participant users to create and edit audio and video content items directly
within the platform
through the user interface, without needing to resort to other off-platform
content creation
applications (although off-platform content creation applications could also
be used). A
platform participant can create a voice application that takes advantage of
and includes rich
media (audio and video) content items through a single participant user
interface. Among the
advantages of this arrangement are greater efficiency and speed to market and
deeper, richer
end-user experiences.
Media guidance on capabilities of devices. Voice assistant frameworks (and
voice assistant
devices that conform to them) vary in how they handle various types of content
items based
on their internal hardware and software. For example, one framework may
support video,
audio, images, and text while another may only support text and audio. The
universal voice
application platform offers media guidance on whether a specific type of
content item is
supported by specific voice assistant devices or voice assistant frameworks
and provides the
guidance in real time directly in the participant user interface of the
platform. This guidance
enables brands or other platform participants to determine which content to
emphasize while
learning how to optimize the end-user experience on a specific voice assistant
device or voice
assistant framework.
As explained earlier, in some implementations of the technology that we
describe here, the
voice assistant devices 18 process speech 26 of end users 28, interpret the
speech as
corresponding requests 48, incorporate the requests (e.g., intents) in request
messages
expressed according to the protocols of the voice assistant frameworks to
which the voice
assistant devices belong, and forward the request messages through the
communication
network or networks to the server, which processes the received request
messages. As also
shown in figure 1õ the server formulates responses using relevant features 43
of voice
applications 14, and (in most cases) sends corresponding response messages
back to the voice
assistant devices. The universal voice application platform includes modules
46 that organize
and provide features 43 to enable the voice applications to handle the
requests. In some
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implementations of the platform, such features of the modules are implemented
as request
handlers 41 that process a potentially wide variety of different types of
requests (e.g., intents)
for the voice applications, for example, requests associated with features
such as events,
FAQs, daily updates, reminders, checklists, surveys and latest news.
The features that are implemented as request handlers in a given module can
represent a
bundle of features that all are useful with respect to a common use case
related, for example,
to a set of platform participants that share common characteristics, such as
entities that
belong to an industry or market. Each module can also contain or be associated
with pre-
stored items of sample content 23 that can be invoked by and used by the
request handlers in
formulating responses to requests. The availability of pre-stored items of
sample content can
improve the speed-to-market for platform participants.
Participant users (for example, people who are working on behalf of particular
companies,
brands, organizations, or other platform participants) can create, edit, and
manage customized
items of content 22 through the platform's user interface using the platform's
content
management system 54. The content management system offers an intuitive user
interface
that does not require technical knowledge to create, modify, and remove items
of content that
shape end-user experiences.
The platform's content management system also provides guidance and insight to
participant
users by collecting usage data and applying analytics 56 to the collected
usage data 55. In the
user interface, guidance can be provided by clues such as visual indicators
for voice assistant
devices by media format of the content items 653 supported by particular
frameworks (e.g.,
video and image media supported by the Amazon Echo Show). Insights include,
for example,
analytics regarding the success rate of a response formulated by a voice
application for a
given request across voice assistant devices of different frameworks (e.g.,
Google Assistant
successfully responds more to a given request than does Amazon Alexa).
As shown in figure 2, the universal voice application platform 12 uses an
architecture 70 of
independent functional layers. The layers include: an API layer 72, a business
logic layer 74,
a features and modules layer 76, a CMS (content management system) layer 78,
and a data
layer 80.
API layer
The API layer handles request messages 73 received from voice assistant
devices and
requests 75 received from custom modules and features. The API layer accepts
request
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messages and other requests expressed in accordance with protocols 82
associated with any
possible proprietary or non-proprietary voice assistant framework. When the
API layer
receives a request message or other request that conforms to any of the
defined protocols, the
API layer abstracts (e.g., translates, transforms, or maps) the received
request message or
request into a request expressed in accordance with a common universal
protocol 84 for
further processing. This abstraction enables supporting a wide variety of
proprietary and non-
proprietary voice assistant frameworks, voice assistant devices, and voice
assistants using
universal business logic and other logic layers (such as the features and
modules layer and the
CMS layer) instead of requiring a separate stack of logic layers for each
voice assistant
framework.
As an example, Amazon Alexa and Google Assistant each provide request messages
expressed in JSON to the API layer of the platform for processing. The
protocol for
expressing the request message is generally the same regardless of the
frameworks to which
the voice assistant devices conform but the object and value pairs contained
in the request
message differ between the two different frameworks, supported respectively by
Google or
Amazon. For example, both platforms represent a user and whether or not a
session is new
within JSON protocol; The specific key and value pairs for Google Assistant
are
"useridlUnique Number" and "typelNew" whereas the specific keys for Alexa are
"useridIGUID" and "new1True". The platform detects which framework is
associated with a
.. particular voice assistant device sending the request message to determine
how the request
message should be processed further. The platform reconciles the differences
and normalizes
the information into a common format for additional processing.
Business Logic Layer
The business logic layer applies business logic to handle key operations for
the platform
related to mapping message elements of each of the incoming requests to a
specific
appropriate module and features that can and will handle the request. In some
implementations, the business logic layer performs the mapping by graph
traversal using a
graph database 86 stored as one of the databases in the server. In some cases,
the graph
traversal determines which module and feature most likely matches (e.g., is
most likely to
process and formulate a response properly to) a given request. The graph
database contains
data representing a graph of nodes connected by edges. The graph traversal is
a search
technique that looks for patterns within the graph database based on item
relationships. A
pattern represents edges within the graph that connect one or more nodes. For
example, a
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request message from an Amazon Alexa device with the literal phrase "stop" as
one of the
message elements will map to the "stop" feature node of the graph based on
edge values of
Alexa and the stop directive. Based on the results of the graph traversal, the
business logic
layer processes the requests that have been expressed in an abstract universal
protocol to
identify the most likely matching module and feature of the features and
modules layer 76 of
the universal voice application platform.
Features and Modules Layer
The features 81 within the features and modules layer represent functions or
processes 83 that
are invoked as a result of processing a request in the voice API layer and the
business logic
layer. For example, a function to return a list of events expects message
elements parsed from
a request message and received from the business logic layer to represent a
date of an event
or a type of event such as basketball games or both. Features within the
platform are
segmented according to types of requests to be processed. for example, all
requests for
information about events can be handled by a function of an events feature 85
while all
requests for the latest general update is handled by a function of a daily
updates feature 87.
Feature segmentation by type of request provides a structured format for
processing requests
and housing responses. The functions of each feature and items of content that
are used by
them can be stored and managed by the party that controls the platform or
participant users or
both. Because features and modules closely relate to and use items of content,
the features
and modules layer is one of two layers (the other being the CMS layer) that
participant users
can view and work with directly by name in the user interface of the platform.
Modules 89 provide a structure for referring to or bundling sets 91 of
features 81 that are
commonly used by or relevant to a group of platform participants, for example,
companies
belonging to a given industry 95, or sets of features that are relevant to
given use cases. More
than one module can refer to or include in its bundle a given feature. Because
features refer to
and use items of content, a reference to a module and a feature of the module
amounts to a
reference to particular items of content (e.g., pre-stored sample or standard
items of content
23 hosted by the platform for use by platform participants). For example, a
module for the
higher education field and a module for the wellness industry may both contain
references to
(e.g., bundle) the same events feature the five but the use of the feature
will be different based
on items of content (e.g., items of sample or standard content or customized
items of content)
loaded when that feature is invoked respectively by the two different
references in the two
different modules. The higher education events module may formulate responses
related to
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specific sports teams or school departments; the wellness events module may
formulate
responses for activities by city or office.
As discussed later, the universal voice application platform includes a search
engine that
retrieves specific items of content when a feature is invoked, by performing a
content search
against a search index. For example, an inbound request message that states
"what's
happening next Tuesday on campus?" is handled by the events feature searching
against the
index to return a list of events that are in the database having the value of
the date of that
Tuesday.
CMS layer
The standard and custom items of content 23 are created, stored, and managed
by participant
users through a main part of the platform user interface that exposes features
and functions of
the CMS layer 78. The CMS layer also enables participant users to control
management and
access rights. The CMS layer is designed to be easy enough for non-technical
administrators
to use. The CMS layer supports a variety of formats of items of content
including: audio as
.mp3, video as .mp4, images as .png, raw text, and text as SSML (Speech
Synthesis Markup
Language), among others. For interoperability, the CMS layer offers its own
API 90 to
support requests from external applications in addition to supporting requests
from the
features and modules layer 76. For example, a platform participant may re-
purpose items of
content stored within the CMS layer for external voice apps and for other
distribution
channels such as for presentation through mobile apps. In the latter case, the
mobile app can
retrieve items of content stored within the CMS layer through use of the API.
Data layer
The data layer is the repository of data used by all layers, user interfaces,
and other functions
of the platform. The data layer employs a variety of storage mechanisms 92
such as graph
databases 101, file storage 103, search indexes 105, and relational and non-
relational
database storage. The data layer houses data for at least the following users,
mechanisms, and
uses: participant users, system permissions, mappings for modules and
features, items of
content related to features and responses formulated by features, and usage
data for analytics,
among others.
Significant aspects of the technology and the platform
Among significant aspects of the technology and the platform, including its
layers and the
user interface, are the following, some of which have been mentioned earlier.
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Support for a variety of voice assistant devices using an API layer
The API layer can process request messages from any type of voice assistant
device,
including any voice assistant device that belongs to or complies with one or
more voice
assistant frameworks, such as those offered by, for example, Amazon, Google,
Microsoft, and
Apple, and others. New or customized voice assistant devices, voice
assistants, and voice
assistant frameworks developed in the future can be accommodated in a
consistent way.
Thus, by using a single API Layer, a variety of types (frameworks) of voice
assistant devices
can be accommodated without requiring development of entire distinct codebase
sets for
respective frameworks.
Graph database technology to map sentence structure to features
Request messages received at the platform (e.g., at the API layer) carry
information about
speech of users of voice assistant devices that is typically expressed as
parts of loosely
structured sentence patterns. An important function of the platform (and in
some
implementations, of the business logic layer of the platform) is to determine
the correct or
most suitable or relevant or effective features (we sometimes call them
"appropriate
features") that should be invoked for message elements contained in a given
request message,
based on the information carried in the loosely structured sentence patterns.
Although graph
database technology is typically used to identify pattern matches for entity
relationships on
large data sets of highly relational data, the platform here uses graph
database technology to
identify pattern matches for loosely structured sentence patterns against
defined functions.
For example, graph databases are often used to determine relationship patterns
within large
data sets for social networks. An individual represented by a node may have
several
relationships to other individuals and shared interests represented within the
graph. The
platform here leverages a graph database to match patterns on user request
types to features
within the platform. The graph enables working with a manageable data set.
Analytics across voice assistant frameworks
The platform can capture usage data within a single repository (e.g.,
databases within the data
layer) for voice applications used across a variety of voice assistant
devices, voice assistants,
and frameworks. Using the stored usage data, the platform can perform
analytics and supply
the results to participant users and platform participants, for example, about
the overall
performance of a voice application across multiple types of devices or
multiple frameworks
and about the performance of individual request and response interactions for
a particular
voice application. At the voice application level, the platform can perform
and accumulate,
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store, and provide the results of the analytics covering metrics that include:
number of voice
application downloads, number of voice application sessions, number of unique
application
sessions, length of average application session, the most frequent requests
received, the
average rate of successfully mapping requests to features, and failures to
successfully map
requests to features.
The usage data for each analytics metric can be segmented by the type of voice
assistant,
voice assistant device, or voice assistant framework, the date range, or a
variety of other
parameters.
API layer and SDKs
As explained earlier and as shown in figure 3, voice assistant devices 98
express the requests
spoken 99 by end users as structured data (request messages) in accordance
with native
protocols of the voice assistant devices. The native protocols may be
determined by the
frameworks with which the devices are associated. In some cases, the request
messages are
expressed in accordance with generic protocols that apply to types of voice
assistant devices
or frameworks that are not supported by the platform.
In order for the API layer (identified as the voice experience API 110 in
figure 3) to be able
to process request messages 73 that are expressed according to a particular
protocol, the
platform supports a set of SDKs 112 for different programming languages, voice
assistant
devices, and voice assistant frameworks.
The SDKs enable all types of voice assistant devices (conforming to any
framework) to
access the API layer with ease. The SDKs provide the developer or other
platform
participants with the expected format (protocol) for expressing communications
with the
platform. The SDKs include tools that enable a developer to define the
characteristics of
protocols for: authorizing and authenticating the voice assistant devices to
permit them to
access the API layer in a manner to apply the request messages in the expected
format,
authorizing a voice application registered with the platform, formatting raw
request messages
as data structures that conform to the applicable protocol for presentation to
the API layer,
formatting responses received from the API as proper data structures (response
messages)
according to the applicable protocol expected by the target voice assistant
device, assuring
that request messages are applied to the correct version of the API after
updates roll out, and
supporting multiple programming languages.
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The platform SDKs can support common programming languages used to create
skills,
actions, extensions, and voice applications for various types of voice
assistant devices and
frameworks such as: JavaScript and TypeScript, C#, Java and Kotlin, Swift, and
Go, among
others.
For types of voice assistant devices (frameworks) for which processes are not
normally
written in one of the supported programming languages of the SDKs, the API
layer can be
accessed directly to enable developers to develop other SDKs or to present
request messages
directly to the API layer. The SDKs can be open sourced to help support
members of the
development community using programming languages outside the supported SDKs
by
demonstrating the design patterns and code architecture that fulfill
requirements of native
protocols of various frameworks and requirements of the API layer.
Once an SDK forwards a request message from a voice assistant device to the
API layer, the
API layer will map the message to the internal universal protocol of the
platform. The API
layer also will express a response 113 formulated by the feature servers 115
as a response
message 117 that conforms to a protocol accepted by the voice assistant device
that sent the
request. The SDK can then accept the formatted response message from the API
layer,
validate the response message, and forward it through the network to the voice
assistant
device. The voice assistant device then renders or presents the response 119
(e.g., items of
content carried in the response) to the end user. The presentation of the
response could be by
a reading of text contained in the response by the native Al voice of the
voice assistant
device, by directly playing an audio file, by presenting a video file, among
others, or a
combination of them, if the voice assistant device supports those richer
formats.
For example, a request message processed by an SDK for Amazon Alexa is sent to
the API
layer for further processing. The API layer then maps the processed request to
a normalized
format (e.g., the common format). The normalized formatted request is then
processed further
using mappings to a specific feature as explained further later. The response
returned from a
feature is then formatted as a response message in the proper framework format
and sent back
to the SDK for Amazon Alexa for presentation as spoken text, audio, images, or
video.
The availability of the SDKs does not, however, restrict the developer or
other platform
participant to use only features offered by the platform to develop voice
applications. If, for
instance, the developer wants to provide response behavior that cannot be
implemented by
any of the available features, the developer can skip using the SDKs to send
incoming
requests to the API layer and simply use the SDKs to implement explicit
responses to
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requests. This capability enables developers to migrate to the platform by
using existing skills
and voice application experience without having to start from scratch.
For types of voice assistant devices or frameworks that are not supported by
the platform,
such as third party chatbots, non-mainstream voice assistants, and others, the
developer can
register the unsupported type of voice assistant device or framework in the
platform's CMS
layer. Doing this will generate a unique identifier of the voice assistant
device or framework
to enable better analytics tracking of types of requests from particular types
of voice assistant
devices or frameworks that are working better than others or to get usage data
for a given
type of voice assistant device or framework versus others.
Business logic layer graph traversal
In order to support different voice assistant devices, the business logic
layer handles patterns
ofrequest message elements included in request messages provided by each kind
of voice
assistant device or framework. As shown in figure 3, to be able to handle
request elements
107 of request messages 108 from various types of voice assistant devices
(voice assistant
frameworks) 98 and map the patterns of the request elements back to the
appropriate features
115, the business logic layer uses traversal 117 of a graph database 116 of
relations between
the patterns of request elements and features supported by the platform. The
graph contains
nodes for the request messages corresponding to each voice assistant device or
framework
and information about each feature supported by the platform. The graph
database can be
.. searched starting at any node to find a match of the request elements to
the appropriate
feature to use.
The traversal 117 of a graph database to match a request message and its
request elements to
the appropriate feature includes at least the following steps: API
consumption, node endpoint
search, graph traversal 117, and output processing.
API consumption
A preliminary step in finding an appropriate feature to apply in formulating a
response to a
given request message is to create a RESTful API 110 for the business logic
layer having
unique endpoints to consume request message elements of native request
messages from
voice assistant devices associated with particular frameworks. Each unique
endpoint in the
RESTful API is aware of the protocol of the request elements included in
message requests
received from voice assistant devices that conform to a particular framework.
For example,
an endpoint may exist to consume the request elements included in request
messages received
from the Amazon Alexa SDK 112. A separate set of endpoints of the API consumes
the types
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of request elements that the Google assistant SDK 112 sends with in its
request messages.
RESTful (Representational State Transfer) is a technical architecture style
that leverages an
API for communication between systems based on the Hyper Text Transfer
protocol (HTTP).
These endpoints of the RESTful API enable tracking the request elements that
conform to the
protocols for each framework of voice assistant devices, and offers a generic
set of endpoints
for a generic set of request elements so that unregistered types (unsupported
frameworks) of
voice assistant devices or other applications also may interact with the
features supported by
the platform.
By having a set of understood protocols that are associated with respective
different voice
assistant frameworks and corresponding voice assistant devices, as well as a
generic set of
protocols, the system can search for an appropriate set of nodes in the graph
database for
matching to find an appropriate feature to formulate the response to the
received request.
Node endpoint search
Typically request elements of request messages from voice assistant devices of
a given
framework can be broken down into relationships of a general type of request
to internal
request elements known as slots. (A slot is an optional placeholder for values
that are passed
by an end user in the form of a request. An example of a slot and a slot value
is US City and
Seattle. US City is the slot and Seattle is the value.) Based on that kind of
structure, a graph
database of the relationships of the request elements to features can be
built. The
relationships captured by such a graph database can include common types of
relationships.
As shown in figure 4, a relationship between message elements (which in some
contexts we
refer to as intents) and a feature can be as simple as a type of message
element 142 (intent 1)
received from a type of voice assistant (assistant 1) relating to a particular
feature 140 or
(figure 5) can be more complex, for example, message elements 142 from two
different
assistants (assistant 1 and assistant 2) of different types (i.e., frameworks)
of voice assistant
device relating to the same feature 140. Example types of message elements
could be an
Alexa event search, which would share an edge 143 to the events feature node
140 in the
graph and an Alexa event location search which would also share an edge 145 to
the events
feature node 140. The edge descriptor of an edge for a given message element
to a given
feature is "directs to"; the message element is the parent node that is
directed to the child
feature node.
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As shown in figure 6, a relationship can be more complex if a type of slot 150
can be shared
by two different message elements 152, 154 originated by a particular type 153
of voice
assistant device and if each of the two message elements also has its own slot
type 156, 158
not shared with the other voice assistant device. Continuing the example of
the message
elements of Alexa event search and Alexa event location search relating to the
events feature,
these two different message elements 152, 154 will have inner (i.e., shared)
slots. Some of the
slots 150 may be shared between the two different message elements while some
slots 156,
158 may not. Take, for example, a date type of slot and a location name type
of slot. The
message element type Alexa event search will contain both date and location
name slot types,
while Alexa event location search will only contain the location name slot
type. The edge
descriptor 160 for a message element to a slot is "contains," because the
message element
contains a slot or multiple slots.
As shown in figure 7, in a more complex example, a feature 702 can also relate
to multiple
types of message elements from different types of voice assistant devices and
their contained
slots. In the example of the Alexa event search type of message element
(intent 1) being
related to the event feature 702, a voice assistant device other than Alexa
(assistant 1), such
as Google assistant (assistant 2), could have a framework that supports its
own similar
message element called Google events 701 (intent 1). Then the Google events
node 701 in the
graph would share a direct edge 711 to the same events feature 702 to which
the Alexa event
search 703 and the Alexa event location 704 search also share edges.
A node for a given message element can have edges that direct to multiple
different features.
For this to work, however, there must be a way to determine to which of the
different features
a given actual message element directs. The determination can be made, for
example, if there
are at two different slot types for the two different features that each
relate only to one of the
two features.
As shown in figure 7, if a first message element 703 relates to a feature 702
and has a slot
type 706 shared with a second message element 704 that also relates to the
same feature 702
and if the first message element has another slot type 708 that is not shared
with the second
message element, then the relationship 709 between the first message element
703 and the
feature 702 that shares another message element 704 having the same slot 706
is stronger
than is the relationship 711 between the second message element 704 and the
feature 702.
More detail on how this decision is made is discussed below with respect to
graph traversal.
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Consider, for example, two platform-supported features: an events feature and
a daily
messages feature. These two features formulate response messages that include
different
types of content items. One type of content item (for events) can be event
information
including dates, times, location, event type, and description. The other type
of content item
(for daily messages) could be audio or video messages to be broadcast to a
group of people
according to a schedule. There are many different types of request message
elements that
could relate to, that is, share a direct-to edge with the nodes representing
these two features of
the graph. There also are message elements that could direct to either feature
but not both.
Both features can be active in a voice application at a given time, so the
only way to know
which feature to direct to from a request message element is to look at the
slots that the
message element shares with each of the two features. For example, the Alexa
what's new
message element can direct either to the events feature or to the daily
messages feature.
However, the Alexa what's new message element can contain multiple slot types
such as date
and person name slots. The date slot also shares an edge with both features,
but the person
.. name slot only relates to the daily messages feature. Therefore, if a
message element in a
received request message is the Alexa what's new message element and the
request message
contains the person name slot, then the relationship between this request
message and the
daily messages feature is stronger than its relationship with the events
feature. On the other
hand, if there are more slot relationships between a feature node and one
intent node than
there are to another intent node and a request comes to the graph without the
slots related to
the one intent node filled, then the other relationship of the feature node to
the other intent
node is stronger. Within the same example, if a received request contained the
Alexa what's
new intent and only had the date slot filled, then the intent would be
directed to the events
feature.
Using these types of relationships, the graph database can include any simple
or complex
combination of nodes, edges, features, and slots. Once a request message is
received through
the API layer, the processing will begin at the node in the graph that matches
the type of the
message elements and will use the slot types included in the message elements
to determine
the best path to the most applicable feature.
Graph traversal
To find the most appropriate feature matching a message element, the traversal
begins at the
node and included slot nodes found in the endpoint search step. The logic of
the business
logic layer uses a graph to find all features immediately connected by edges
to that node. As
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shown in figure 8, in the case of a simple relationship between a message
element (intent 1)
and a feature, the path traversed is one jump 190 along a single edge to a
single feature 192,
which is then selected to formulate the response message elements.
For a more complicated graph relationship where the message element has
multiple related
.. features, the search process must consider the slots related to the message
element. If the
message element includes only a slot related to a given feature type, then the
traversal path
will continue to the strongest relationship that includes the most slot
relationships. In the
example above of the events and daily messages features that share Alexa
what's new
message element, if the request message contains this message element as well
as the date
slot and person name slot, then the traversal path would lead to the daily
messages feature
which is the only feature node sharing an edge with the person name and date
slots while the
events feature only shares an edge with the date slot.
Message elements may relate to other message elements, even if the related
message
elements contain data for types of message elements of different types of
voice assistant
devices. Tying these relationships together can produce a stronger path to a
selected feature.
The traversal logic's goal is to determine a shortest path to the feature. If
two features are the
same number of edges away from (i.e., have the same path length to) the
message element
node, then the traversed path must lead to the feature with the strongest
relationship, that is,
known as the feature with the most connected short edges. For example, the
Alexa event
search message element could, instead of directing to the events feature,
share an edge with
the Google events message element. The Google Events message element could
then have a
direct-to edge to the events feature. The edge descriptor for the relationship
between the
Alexa Event Search message element and the Google Events message element would
be
called "relates to." Then the traversal path from the Alexa event search to
the events feature
be: Alexa event search relates to Google Events which directs to events.
Complex Graph Traversal
As shown in figure 9, a more complex example graph 300 includes multiple
message
elements carried in request messages from multiple types of voice assistant
devices
(corresponding to various frameworks) and multiple features. A few of the
message elements
can each map and relate back to multiple features. Traversal from the Alexa
speaker search
intent node 302 can end up at the FAQ feature node 304 or at the events
feature node 306
depending on which slot values are filled (i.e., have values) based on the
message elements of
the request message.
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For example, if the message element is expressed as the Alexa speaker search
intent 302 and
the person name slot 308 value is filled, the traversal would follow path 314
to the Alexa
person information intent 310 and then to the FAQ feature 304.
On the other hand, if a message element is expressed as the Alexa speaker
search intent 302,
but instead of the person name slot value being filled, the event type slot is
filled, then the
traversal would follow a path 312 to the events feature 306 by way of the
Alexa event
location search intent 316 and the Alexa event search intent 318 with which it
shares edges.
Similar traversal path analyses apply to traversal paths from Google events
320, Google place
information 322, Google general search 324, and Alexa general search 326
message elements
to the events feature 306 and the FAQ feature 304.
Note that each of the two features 304 and 306 can be reached by and formulate
response
message elements to respond to request message elements received from voice
assistant
devices that conform to two different frameworks (Amazon's and Google's).
Output Processing
After the appropriate matching feature is found by graph traversal, the
business logic layer
next formulates data structures for the message elements to fit the feature.
Once data
structures are formulated in a usable way for the feature, the platform will
invoke the feature
using the structured data, formulate a formal response message conforming to
the appropriate
protocol and send the response message derived from the feature to the
originating voice
assistant device. This process may include a reverse mapping of the data
structure returned by
the feature to the formal response message.
Managing unfound nodes and confidence scoring
If the search for the appropriate node at which the traversal path should
begin turns up no
node matching the message element of the received request message, the
platform will return
a response message to the originating voice assistant device through the API
layer that the
request is not valid or not supported.
In addition to the simple not-found case, the number of edges to get to the
appropriate feature
from the initial message element may be too many for the traversed path to be
logically
considered to have reached an appropriate choice of feature. The number of
edges to be
traversed to reach the feature can be treated as a traversal path's so-called
"confidence score."
The threshold of the confidence score beyond which the resulting feature will
be not be
considered an appropriate choice and the request will be considered bad or
unsupported can
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be configurable. For example, if the confidence score threshold is set to 10
edges, then a
message element that requires traversal of only one edge could have a
confidence score of
100%, traversal of five edges could have a confidence score of 50%, and
traversal of ten
edges could have a confidence score of 0%. Any request that exceeds or equals
the
confidence threshold will be considered invalid.
Features and modules layer
The platform supports features that can formulate responses to request
messages and in that
way assist end-users who are interacting with voice assistant devices. In
effect, an end user
can trigger a feature to formulate a response by speech that is interpreted by
the natural
language processor of the voice assistant device into a message element that
represents an
intention of the end user. The intention could be, for example, to have a
question answered or
to have an action performed such as turning on a light. The message element is
sent in a
request message to the API layer for mapping by the business logic layer to a
specific feature.
The feature processes the intent and generates a response as explained
earlier.
A feature is a collection of one or more functional methods that can perform
one or more of a
variety of actions, such as retrieving data, sending data, invoking other
functional methods,
and formulating a response to a request message, to be returned to the
originating voice
assistant device.
An example of such a feature is the events feature mentioned earlier. A user
may speak to a
voice assistant device to ask a question such as "Are there any wellness
events in the Seattle
office tomorrow?". The question is sent as a message element (intent) in a
request message
from the voice assistant device to the platform. At the platform, the events
feature parses the
words and other parameters of the message element and uses the parsed words
and other
parameters to retrieve from the platform database (or from a Web service call
to a
customization server) a list of actual events, based in some cases on a direct
mapping of the
words and other parameters to a database query or on business logic.
Each feature takes advantage of a wide range of data inputs and custom
business logic to
generate the response. In terms of the previously discussed event feature
example, the event
feature can be configured to expect a message element (e.g., a question)
having values for
any number of placeholder parameters (e.g., slots). The event feature parses
the question to
extract the placeholder parameter values for further processing of the
question. The
processing can apply the parsed parameter values against a search index, the
database,
custom business logic, or a customization server, to obtain one or more values
of parameters
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that characterize one or more answers to the question. The response formulated
by the event
feature can express the answer to the question using a combination of items of
content
including one or more of: text, image, video, or audio. The items of content
are incorporated
as message elements in the formulated response message to be returned to the
originating
voice assistant device. Based on the message elements contained in the
formulated response
message, the voice assistant at the voice assistant device may speak a text
response or play an
audio or video clip along with an image (if the device supports images and
video).
The execution patterns supported by features enable, for example, an event
feature to process
vastly different message elements of request messages using the same methods
and processes
(represented by the execution patterns). For example, an end user can ask
"When is the
football team playing next?" or "What's happening at the TD Garden ?" and the
corresponding message element of the request message can be handled by the
same execution
pattern of the event feature. The event feature looks for the pattern of event
type or time
frame to search for corresponding items. In the examples above the event type
equates the
values "football team" and "TD Garden" to event type and venue. The word
"next" in the end
user's question implies a search for future events. The statement "What's
happening at the
TD Garden?" does not include a time frame and the feature handles the
statement by default
as a question about future events.
In addition, a given feature can support industry-specific uses. For that
reason, the platform
supports modules, each of which bundles one or more features containing
execution patterns
and items of content (such as sample items of content) for participant users.
The features
bundled in a given module will generally have a relationship to one another
based on an
industry (or some other logical foundation). In some implementations, within
the code stack
of the platform, a module is expressed as a container that references specific
features and
items of content. As exposed to a participant user through the user interface
of the platform, a
module contains features and items of content needed to create, manage,
update, and
implement a voice experience for end users.
Feature handling
Examples of methods executed by a feature are an events handler and an FAQ
handler. A
user might ask the voice assistant a question such as "are there any wellness
events in the
Seattle office tomorrow?" The FAQ feature parses the message elements in the
corresponding
request message and, based on them, retrieves a list of events using the
database, custom
business logic, or a response from a custom web service call.
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The breakdown of the business logic used by the business logic layer to handle
the message
elements of a request message falls into three major steps: feature location
search and
discovery, feature server request, and response handling.
At the end of this process, the response message is sent to the originating
voice assistant
device
Feature location discovery
As shown in figure 10, when the voice experience server 110 receives a request
message
from the voice assistant device 521 and parses the message elements in the
request message,
the server sends a request 523 for a graph traversal. Once the graph has been
traversed 501
for supported types of voice assistant devices, the features and modules layer
is aware of the
type of feature 527 represented by the message elements of the request
message. The feature
type can be represented by a unique identifier such as a GUID, a UUID, or a
key-word. With
this unique ID, the features and modules layer can search 502 a feature
database 504 to find
the full information (including the execution pattern and other information)
defining the
feature. Once the features and modules layer has information about the
feature, it can find
where a given voice application has registered this feature. The registration
or metadata about
the feature can exist on a server 505 that is either or both of an internal,
managed server of
the platform, or a customization server controlled by the platform
participant. Each of these
servers can be scaled independently from the platform to appropriately handle
the fluctuation
of lookup requests it needs to process separately from any other feature
server.
For example, if traversal of the graph 501 leads to a selection of the events
feature, this
feature type (in this case, the feature type "events") would have a unique
identifier such as
a592a403-16ff-469a-8e91-dec68f5513b5. Using this identifier, a process of the
features and
layers module will search against a feature management database504 such as a
PostgreSQL
database. This database contains a table having a record of the events feature
type, the related
voice application, and the feature server location that this voice application
has selected to
use for the events feature. This feature server location record contains a URL
for the location
of the server 505 such as hi s //even Ls.-fea v oi corn: api /e v en S
earth as well as the
expected HTTP method that the feature server accepts such as HTTP GET. This
feature
server location record does not have to contain a URL managed by the platform.
This server
location can be external by implementing a custom feature such as
htt -6:i/third )artvwebsite.cornia )1/eventSearch.
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Once the platform has found the appropriate feature server 505 it sends a
service request 529
for the feature server 505 to execute the feature type using the parameters
derived from the
message elements of the request message and waits for a response 499.
Feature server request
Once the feature server 505 is found, a service request is sent to it by
creating an HTTP
request containing HTTP headers to identify that the request is coming from
the features and
modules layer of the platform and an HTTP body that contains words and
parameters parsed
from the message elements of the request message from the voice assistant
device and is
expressed according to a corresponding feature request protocol. This service
request is then
processed on the feature server, for example, by using the words and
parameters from the
message elements to search for matching content items. Results of the search
are returned to
the features and modules layer expressed according to the service response
protocol defined
for that feature.
Each feature defines a feature request protocol and a feature response
protocol. These
protocols define the format and structure of service requests and service
responses used to
send and receive responses and requests to and from the feature server. The
feature request
and feature response protocols define rigid formatting requirements. Figures
11A and 11B are
an example of a JSON version of a feature request protocol and figure 12 is an
example of a
JSON version of a feature response protocol. By defining strict feature
request and feature
response protocols, the platform can be confident that the feature server will
be able to
appropriately handle each feature request and provide a proper feature
response that the
features and modules layer of the platform can process properly. This
structure also enables
customizing feature servers built into the platform to enable developers to
create their own
customization feature servers to handle requests and responses for a given
type of feature.
The general structure of a feature request protocol includes information about
the feature that
is the subject of the service request, the content of the service request, and
information about
the message elements included in the message request from the voice assistant
device that
were used to traverse the graph to find the feature. The structure also
enables feature servers,
whether managed by the host of the platform or created as customization
feature servers on
behalf of platform participants, to handle requests and responses as they are
processed by or
from the voice assistant devices natively. This enables the custom and
platform feature
servers to exercise the full power of the framework API of each type of voice
assistant
device.
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For example, when sending a service request to an events feature server,
whether internally
managed in the platform or managed at a third-party server, the feature and
modules layer
will send an HTTP request with the headers listed below as well as the HTTP
Body of the
example feature request protocol in figures 11A and 11B: -Authorization:
1d91e3el-f3de-
4028-ba19-47bd4526ca94; -Application: 2e1541dd-716f-4369-b22f-b9f6f1fa2c6d
The -authorization header value is a unique identifier that is automatically
generated by and is
unique to the voice application and the feature type. This value can be re-
generated by the
platform participant to enable the feature server to ensure that the request
is not coming from
a malicious third party. The -Application Header value is the unique
identifier for the voice
application to enable the feature server to validate that the request is
coming from an
authorized voice application.
Response handling
Once the feature server 505 has finished processing a feature service request,
it needs to
return data expressed according to the feature response protocol. The feature
service response
499 contains information about the items of content that were found by the
feature server and
can contain information about rich media items of content for voice assistant
devices capable
of presenting richer content items. The feature service response can include
URL pointers to
the file locations of, for example, images, videos, or audio files. The data
included in the
feature service response is validated by the features and modules layer to
ensure the
conformity to the service response protocol and that the data contains valid
information.
If there are errors in the validation of the feature service response or if
the original feature
service request times out or is invalid, an error response message is sent to
the voice assistant
device for the original request message received by the API layer.
If the feature server returns a successful feature service response that
passes validation, then
the feature service response 519 is processed by the features and modules
layer of the voice
experience layer 110 to formulate a response message to be sent to the voice
assistant device.
This process involves mapping the feature service response to the protocol of
the framework
of the voice assistant device 521 including mapping media files and other
items of content to
the appropriate form. If the voice assistant device supports richer media item
formats such as
video, then this process will prioritize the richer media items. Otherwise the
process will fall
back to simple text content to be spoken or read by the voice assistant to the
end user, for
example, if there is no rich media included in the response. Using the message
elements
included in the response message, the originating voice assistant device will
be able to render
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or present the response to the end user. If the original request message came
from a generic or
unsupported AT device or voice assistant device, then a generic response
message that
contains raw versions of the items of content from the feature service
response will be
returned to enable the unsupported AT device or voice assistant device to
itself determine
whether and how to use or the render each item of content.
For example, if the voice assistant device that originated the request
supports rendering richer
content other than just voice, such as images or video (as the Amazon Echo
Show does), then
the response formulation process of the features and modules layer will map
the URLs
contained in the feature service response for rich media items and to rich
media properties in
the message elements of the message response conforming to the framework
protocol of the
voice assistant device. Certain features can enable the voice assistant device
to present
multiple types of media items at the same time such as images and text while
also reading an
answer to the end user. The business logic layer of the platform will be aware
of the
configurations of supported voice assistant devices in order to formulate the
response
message according to the most optimal configurations. For voice assistant
devices that do not
support rich media items, the default behavior of the features and modules
layer will be to
formulate the message elements of the response message as a voice response
causing the
voice assistant device to speak the text sent to it in the response message.
For example, if the request message were to come from a voice assistant device
such as the
Echo Show that supports images and text, the feature service response provided
to the events
feature may be as shown in figure 13. The feature service response shown in
the example of
figure 13 enables the results in the text response to be both spoken and shown
visually in the
card field of voice assistant device and also maps the image URLs to the
proper card image
URLs in accordance with the Alexa response message protocol.
Now take the same example feature response, but assume the voice assistant
device that made
the request is an Alexa Echo Dot, which does not support presentation of
visual items of
content. The Alexa response protocol could be, more simply:
version: string,
sessionAttributes:
key: value
},
response: I
outputSpeech:
type: PlainText,
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text: The Football game is at 3:00pm at the Stadium today
},
shouldEndSession: true
1
This example only maps the text from the feature response to the text of the
outputSpeech
property of the Alexa protocol which in turn is spoken by the Alexa Echo Dot
to the user.
Feature content search
When a feature processes message elements of a request message routed to it as
a result of
graph traversal, the processes of the feature must search for the content
items to include in the
response as illustrated in figure 14. The feature server 505 is responsible
for finding and
including content items that are relevant based on the feature service
request. In some
implementations, the feature server searches for content items 510 within a
search index 511
of managed content items authored or otherwise controlled by other platform
participants.
The content search index 511 provides an efficient repository based on
structured content
items for the feature server to query. Identification of content items
returned in the search
results are either of content items that exactly match the query, or are most
likely matches
based on a search confidence, or include no content items based on zero
returned content
items or a low confidence score for returned items.
There are two key aspects that enable the feature server to return the proper
content items:
content indexing 512 and content search 531. Content indexing and content
search work
together to create content items in the content database 504 that are
searchable by the feature
server 505 to provide content items to the features and modules layer for use
in formulating
the response to the voice assistant device.
Content indexing
As stored in the database of the platform, each item of content has certain
fields and
properties that contain simple information such as text content, identifiers,
URLs, and others
that are easily searchable when put into an elastic search index 511. In order
to improve
performance of the feature server, all content items that are reachable by the
feature process
should be added to the elastic search index 511. Certain content items used by
the features
may have one or more particular properties that are treated as more valuable
in the index and
weight can be added to those properties in the fields of the index. The
weighting enables the
elastic search index to prioritize searches against the fields in a descending
order of the
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weights of the fields. The weighting results in a score when a search against
the index has
multiple hits on different fields of a given item of content.
For example, if an event content item has the following fields, the indicated
weight values
(on a scale of 1-5) can be associated with them: event name ¨ 4, event
location ¨ 2, event
start date/time ¨ 5, event end date/time ¨ 1, event details ¨ 2, and event
summary ¨ 2.
This weighting would prioritize searching against the start date/time of the
event and the
name of the event. Therefore, if there are two events with similar
descriptions but different
start times and the request contains a particular date to search against such
as tomorrow or
March 3rd, then the top result will be the event content item that has the
start date and time
that matches that date request. If there are two events happening at the same
time, then the
next field against which the search is prioritized is the name. For example,
if there are two
events with the same start date: 5/2/2018 3:00PM, but one has the name of
"basketball game"
and the other is "hockey game," then the search for a message element such as
"What time is
the hockey game on May 2nd?" would find the second event with the name hockey
game as
the top result and return that instead of the basketball game event.
Content items are added, updated, and removed from this elastics search index
automatically
when a participant user updates the item of content using the content
management system
513. If a participant user deletes a content item by marking it as removed in
the database (or
deleting it altogether), a content indexer process 512 will remove that
content item from each
elastic search index that contains the content item. Likewise if a participant
user updates
properties of a content item or adds a new item of content, those items 535
are updated 533 or
added to the elastic search index. The index can also be manually flushed or
reset. Doing this
will force the content indexer process to rebuild the index by querying the
database 504 for
content items that should be indexed and then uses that data to rehydrate the
index and cache.
For example, suppose a platform participant adds a new content item for the
events feature
having the following properties and values: event name: basketball game, event
location:
gymnasium, event start date/time: May 2nd, 3:00PM, event end date/time: May
2nd, 5:30PM,
event details: The Rams play against the Lions for the 3rd time this year,
event summary:
Tickets start at $15 and the doors open at 1PM! Buy some merchandise to
support your team!
Once a participant user marks a content item as live or publishes an event,
the content item is
immediately added to the elastic search index and the event is available to be
found in a
search by the feature server 505 on behalf of the events feature. Suppose a
participant user
goes back to the content item in the CMS and updates a property such as: event
location:
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Gymnasium at 100 Main Street. The update process would update the record for
the content
item in the database and also update the content item in the elastic search
index. Suppose a
disconnect happens from the voice experience server 110 or the content
management system
513 to the elastic search index 511 that can cause a desynchronization, such
as the elastic
search index going down for maintenance. Then when the connection is restored
the elastic
search index would be flushed, that is, all content items in the index will be
removed. Once
this is done, the indexing processor 512 will communicate between the database
504 and the
elastic search index 511 to re-add all appropriate content items. Lastly, if
the participant user
were to remove the basketball game event from the CMS, then the event would be
marked as
removed in the database and deleted completely from the index to ensure that
it wouldn't be
found by any feature servers.
Content Search
Once a content item is added to the database and to the elastic search index
by the content
indexer, the item is ready to be found in a search by the feature server. If
the index is not
hydrated (has no data) due to an active flush of the cache and index or for
any other reason,
the feature server 505 will fall back to querying a content database 504
directly using
traditional fuzzy search techniques 514. The fuzzy search produces lower
confidence results
for content items but ensures that content items are reachable when updates
are being made to
the system or if the index 511 becomes corrupt. In some implementations, the
content
database is a relational database 504 that contains information that is
managed in the content
management system 513 including information about features a given voice
application has
enabled and includes items of content.
When the index is populated and reachable, the feature server will execute a
search against
the index. Primary filters can enable faster searching such as searching only
for content items
that match the feature type that the feature server represents. This enforces
the rule that a
given feature server will not return content items associated with another
feature. Searches
against the index will return a collection of results that match the search
request. If there are
no matches, then the message element of the request message cannot be
successfully
processed and an appropriate response message will be returned to the voice
experience
server from the feature server to explain that the feature server is unsure
what to do with the
message element. When a single item of content is found in the search, also
known as an
exact match, then that one item of content will be returned as the message
element of the
response to the voice experience server. If many items of content are found to
match the
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message element, then the item of content with the highest score based on the
weights of the
fields searched will be returned as the message element to be included in the
response
message.
In the example above involving the basketball game and the hockey game events,
the total
potential score for a perfect match would be the sum of the weights of all
indexable fields:
16. If a feature service request being handled by the feature server contains
information about
the start date/time and the name and nothing else, the maximum achievable
score is 9. If the
search query includes the same start time for both events and the name of
hockey game, then
the score for basketball game would be 5 and the score for hockey game would
be 9, and the
hockey game event information would be returned as the message element to be
included in
the response message to be sent to the voice assistant device.
Feature and module customization
The platform enables platform participants to create custom modules in
addition to the
platform's standard supported and managed modules. When building a custom
module, a
participant user can select registered feature types to add to the module. The
platform also
enables developers to create custom feature servers that override the
supported feature servers
during the execution a voice application.
There are two aspects to customizing the way content items are retrieved and
managed in the
context of customization: custom modules and custom features.
Custom modules are non-technical elements and require no separate development
or
maintenance by the platform participant, while custom features require a
developer to create
and maintain a web server that the platform can communicate with to use the
custom modules
and cause the execution of the custom features.
Creating a custom module
At a high level, a module 508 is a collection of features 509 and
contextualized content items
510 within those features as shown in figure 15. As an example, the platform
can be pre-
configured to include a set of industry modules such as a higher education
module or an
employee wellness module as shown in figure 16. When adding any of these
modules 515 to
a voice application 507, the platform can pre-populate the features 516, 541
of the module
with sample (e.g., standard) items of content 517 that the platform
participant 506 can use,
update, or remove to replace with their own items of content. The pre-
populated (e.g.,
standard or sample) features 516, 541 could include frequently asked
questions, quick poll,
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and survey, as examples. The platform maintains and hosts the pre-populated
modules 515;
however, platform participants are not limited to these pre-populated modules
and their
features. If a platform participant wishes to mix and match features of
different modules or
wants to create a set of features having a different context than the existing
modules enable,
the platform participant can create one or more custom modules as shown in
figure 17.
A custom module 518 must be given a unique name within the context of the
voice
application to which it belongs. Platform users can also give descriptions to
their modules to
help solidify the context being created for its features and items of content.
When a developer
creates a module with a unique name it is registered within the platform. Once
the platform
participant has created the module by unique name, the owner can begin to add
features to it.
The features can be pre-existing (e.g., standard or sample) platform-supported
features 516 or
custom features 520. If an added feature is a pre-existing feature 516, the
owner can then start
adding content items to the feature within the custom module 518.
In addition to creating a new custom module from scratch, a platform
participant can also add
an existing (e.g., standard or sample) industry module to a voice application
and adjust the
features within it by adding features, removing features, or using a custom
features in place
of or in addition to pre-existing features to form a customized module 519 as
shown in figure
18. Adding features to an industry module will not populate content items
within the feature
as is the case with the pre-existing features. For example, if the voice
application already uses
the employee wellness module and a participant user wants to add another
feature to the
module that isn't included or that was removed previously, the participant
user can, through
the user interface of the platform, view the remaining supported feature types
that have not
already been added and can add the desired feature to the module. The
participant user then
can choose whether to use the pre-existing feature implementation or register
a custom
feature from a third party or a custom feature that the participant user has
developed on its
own.
Creating a custom feature
Platform features are implemented by a combination of a feature server and the
feature type it
represents. A feature type defines an expected feature request protocol, a
feature response
protocol, and the location of a feature server to which to send HTTP calls
when the feature
type is identified as the appropriate feature found during graph traversal.
This structure
applies both to supported, managed features and to custom features that are
created to extend
the platform. Platform participants may want to do this if they have pre-
existing content items
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stored other than in platform databases or content items that are managed by
another system,
if their security standards do not enable content items to be managed by an
external system
such as the platform, or if they want to enhance or change the functionality
or behavior of the
platform.
If a platform participant wants to create a custom feature, the participant
can create a publicly
accessible web server (as a custom feature server). The customization feature
server has an
HTTP endpoint that accepts the expected feature service request expressed in
accordance
with the protocol, in the HTTP body and returns the expected feature service
response
expressed in accordance with the protocol. In some implementations, this
endpoint must
return the feature service response within a restricted timeframe to ensure
that the experience
for the end user is not degraded by slow performance outside the control of
the platform.
Custom feature servers can use the data from the feature service request in
any way as long as
an expected feature service response is returned. The custom feature servers
can use message
elements of the original request message from the voice assistant device,
track any internal
analytics, break apart the message elements of the request message, and
provide functionality
that is unique to the voice assistant device or the voice application that
sent the request
message. As shown in figure 19, for example, if a platform participant already
manages its
event information using a third-party service and doesn't want to migrate that
data to the
platform, the participant can instead develop a custom events feature server
521 to replace the
default (supported) events feature server 555. However, this custom events
feature server 521
must accept feature service requests expressed in accordance with the same
protocol as the
platform's events feature server 555 and return feature service responses
expressed according
to the same output protocol as the platform's server. Once the developer has
created this
publicly accessible custom events feature server, the developer can update the
voice
application in the CMS to change the feature server location to the custom
event feature
server's URL.
Every custom feature server must be of an existing feature type. This is
required for the
platform to know to send the feature service request to the proper feature
server. As shown in
figure 20, however, a feature server can also be registered as a custom fall
back feature server
523 so that, for the given voice application, if a request from a voice
assistant device cannot
be matched to a feature type that is registered to the voice application, the
feature service
request 524 can be sent to the fall back custom feature server 523. This
arrangement enables
full customization of how responses are handled such as creating a voice
application
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including a custom module with no other features but a fall back custom
feature. As shown in
figure 21, then all feature service requests 525 would be forwarded to the
custom feature
server 523 which can be designed to handle all message elements of response
messages itself
without using any platform-supported features 526. These types of custom
features still
require that the feature service response returned to the voice experience
server match the
protocol of the expected feature service response for the fall back type. The
feature service
request for this case can include the message element of the original message
request from
the voice assistant device and the information that the message element is
attempting to pull
such as the feature type it most closely matches. As shown in figure 21, the
process executes
this way even if that feature type is not registered in the voice application.
For example, if a given voice application does not have the events feature
enabled in any of
its modules, but a request message comes to the voice experience server that
includes a
message element for the Alexa event search, the graph traversal will not be
able to find a
matching feature because the appropriate match is the events feature. If the
voice application
has registered a custom fallback feature, then the process would skip the
graph traversal step
and instead find the fallback feature server information from the content
database and send
the original native Alexa event search message element to the custom fallback
feature server.
The custom feature server can then apply any desired processing to the raw
Alexa event
search message element and return a structured feature service response that
is specific to the
fallback feature type. If there are no registered features other than this
custom fallback feature
server, then the graph traversal would always be skipped in favor of
proceeding directly to
the custom feature server.
Content management layer
Interactions between a voice assistant and an end user are provided by a voice
application and
take shape based on content items managed by the platform. The platform
enables participant
users to create, modify, and delete content items used by features as needed.
These
participant users can work with content items based on a feature through the
user interface of
the platform using a web browser or mobile device. As discussed earlier, a
feature can be
implemented as a handler for a specific type of message element such as a
request for
information about an event. A feature also provides a consistent structure for
adding items of
content based on protocols defined by the platform.
For example, an event feature can include the following properties: event
name, event
location, event start date/time, event end date/time, event details, and event
summary, among
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others. With respect to such a feature, a participant user simply adds,
modifies, or removes
information 622 (figure 22) about events using fields presented within the
platform's user
interface. The items of content for the feature are added to a search index
that is queried when
an end user of a voice assistant device poses an event-specific question.
As shown in figure 23, a participant user can manage the items of content of a
voice
application for all selected feature types within a given module (whether a
platform-hosted
module or a custom module) using the content management system user interface
611. In
addition, a participant user can view cross-device (e.g., cross-framework)
analytics 612 based
on usage data of a given voice application across multiple frameworks of voice
assistant
devices, because the universal voice application platform can process request
messages from
all such voice assistant devices.
For purposes of adding items of content, the user interface sends content
management
requests to an API of the CMS using HTTP. The CMS API then manages where to
store the
items of content. Content items can include text or media assets such as audio
in mp3 format
or videos in mp4 format. Content items in the form of media assets are
uploaded to a blob
storage or file management system, and meta data and related content items are
stored in a
relational database that is scalable.
The CMS API is not exclusively for content items that are related to feature
types, but also
enables participant users to manage their accounts, voice applications,
modules, features, and
other aspects of the platform including registering custom modules and custom
features. Each
item of content is structured specifically for the corresponding feature type
in that the
properties and fields of items of content uniformly conform to a common
protocol for
expressing items of content for any given feature type. Each content item also
is related to a
specific voice application to prevent platform participants other than the
appropriate platform
participant to have access to a voice application view in the user interface
or to use the
content items of the owner. Although a given feature type can be used across
multiple
modules, feature content items are directly associated with the modules that
manage them.
For example, a feature content item value that represents the answer to a
frequently asked
question and is the same for two modules is stored in the database twice.
Support and guidance from the CMS
Voice assistant devices vary in how they handle items of content based on
their internal
hardware and software. One voice assistant device may support video, audio,
images, and
text while another may only support text and audio. The CMS can provide
guidance and real-
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time feedback regarding content items added by participant users. For example,
as shown in
figure 24, a participant user may enter a text content item related to an
event in addition to an
audio file and an image also related to the event 652. The CMS interface will
indicate the
types of voice assistant devices that support the submitted type of content
item 651, 661
(figure 26).
Participant users who choose to include audio or video as part of a message
element of a
response message can produce the content item directly within the CMS through
the user
interface of the platform 641. Therefore, as shown in figures 24 and 25, the
platform enables
platform users both to produce and to manage multiple types of content items
in one
.. p1ace642.
Questions and answers
The platform is designed to store and provide different phrases and sentences
that voice
assistant devices can speak, for example, to answer questions of an end user.
The alternatives
are stored as question and answer sets. As shown in figure 22, the CMS
interface enables
platform users to create collections of questions 621 and answers 623.
Full multilingual support
The platform fully supports multilingual content within the voice content
management
system interface and voice interactions. Since the voice content management
system interface
supports multiple languages, the interface is accessible to non-English
platform users in their
native languages. In some implementations, the platform can support the
ability to publish
non-English content. To make such an approach useful, instructions and prompts
within the
interface would also need to be provided in the platform user's native
language.
The platform supports multilingual content for voice interactions from the
data layer up
through the final response messages to the voice assistant devices based on
the data model
that represents a given item of content. All content items within the platform
inherit an object
that contains properties for language and version. Therefore, any content item
in the system
can have corresponding items in other languages. For example, a question in
the voice
content management system that states "How large is the student body" with a
language
value of EN-US can have equivalent entries in Spanish and French with language
values of
ES-ES and FR-FR.
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Analytics
Analytics processes of the platform can analyze usage data representing many
different
aspects of the operation of the platform and process this large amount of
information to
provide participant users insight into the performance of their items of
content 624, features,
modules, and voice applications. As shown in figures 27 and 28, the data
analytics can
include measurements made across different types (frameworks) of voice
assistant devices
671, 681, and different specific voice assistant devices that are the sources
of the original
request messages, measurements of the types of features that message elements
of the request
invoke 672, and comparisons of the performances of respective items of content
that are used
by a given feature. These types of analytics are separate from the analytics
that the platform
itself consumes to determine the performance of components, aspects, and the
entire
platform.
Among the key kinds of analytics provided by the platform are data
aggregation, data
analysis and processing, key performance indicators, and intelligent
rendering.
Data aggregation
Analyzing the performance of items of content is vital to enabling platform
participants to
create good voice experiences for end users of voice assistant devices. There
are points in the
data flow where raw data can be analyzed especially effectively for this
purpose. The
platform applies machine learning approaches to the raw data to classify data
into buckets
and compare large amounts of the data that aggregate over time.
Among the types of data that the platform analyses are each of the following
(and
combinations of two or more of them): the type (e.g., framework) of voice
assistant from
which a request message originated (e.g., Alexa, Google assistant, Apple Sin,
Microsoft
Cortana, or a custom voice assistant), the type (e.g., framework) of voice
assistant device
from which a request message came (e.g., Echo Show, Google Home, Mobile
Device, Echo
Dot, or others), the type of feature that was invoked by the message elements
of the request
message, the metadata for each processed content item, content items often
found together,
the success rate of types of message elements of request messages in invoking
appropriate
features, misses in invoking items of content, information about the end user
whose speech
initiated the request, information about a related application, raw usage
information, time of
day, repeat versus new visitor, geographic location and region from which
request messages
originated, and authenticated end user information, among others.
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These items of data can also be related to each other. The relationships of
the items of data
provide insight into the performance of items of content as noted earlier.
There are certain especially effective places in the flow of the operation of
the platform at
which the raw analytics data can be collected and there are sub-flows for how
it is collected.
Once collected, the raw data can be processed into more easily understandable
structured
data. The effective places for data collection include: the initial receipt of
a request message
at the API layer, the performance of a content search by a feature server, and
the processing
of a response message by a voice experience server, among others.
Receipt of request by voice experience API
A request message sent by a voice assistant device to the voice experience
server API
contains useful raw data. The raw data that is sent will depend on the type of
the voice
assistant device, although the data sent by many types of voice assistant
devices commonly
includes: user identifiers, information about the voice assistant device that
was the source of
the request message, information about the voice assistant that was the source
of the request
message, and certain data (eg., message elements) contained in the request.
The API layer of the platform translates this raw data to an abstracted form
expressed
according to a set of protocols shared across different frameworks. As shown
in figure 29,
once the raw data is structured and expressed according to the abstracted
protocol, it is sent to
an aggregate data store implemented as a data lake 528, for example, where it
is stored to be
processed 530 later by one or more data analysis processes 529.
Feature server content search
By creating a search index using weights on fields and permitting message
elements of
request messages to reach multiple feature content results, the platform can
track results
returned in corresponding response messages and items of content commonly
found in the
results across multiple request messages. This enables the platform to show to
platform
participants, through the user interface of the platform, which of their items
of content are
being used most frequently and which are being missed. The platform
participant then can
decide to change the wording or structure or other characteristics of items of
content or
message elements of response messages to produce better results in interacting
with end
users.
As shown in figure 30, when a feature server 505 queries a content index 511
and receives
potential results (items of content), the raw potential results 527 can be
stored in the data lake
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528. The stored data identifies the content items from the search results and
related
information about the query that returned those results such as the feature
service request.
The data in the feature service request stored with the search result data
relates to the request
data initially sent from the API because the feature service request contains
the original
message element of the request message received from the voice assistant
device.
Response processing
Once the data from the message element of the original request message and the
content
search results have been stored in the analytics data lake, a message element
to be included in
the response message can be formulated by translating the feature service
response from the
.. feature server to a form that conforms to the protocol expected by the
corresponding voice
assistant device. The process of generating the message element for the
response message is a
useful point for accumulating raw data for analytics.
For example, if the data lake 528 contained message elements from a request
message,
information about the originating voice assistant device, and the request
message as well as
the response message, the analytics process 529 could combine those datasets
into a cleaner
and slimmer model 530 to make it easier to show, for example, how many end
users use
various types of voice assistant devices or how many request messages have
generated
successful response messages for a certain type of voice assistant device. For
example, if the
voice application has an Alexa Skill and a Google Action that use the SDK to
send message
elements of request messages to the voice application, the platform
participant could learn
how many end users use the Alexa Skill versus the Google Action overall for
the voice
application and how many end users use Alexa versus Google for a particular
feature such as
the events feature, or how many end users of two different voice assistant
devices ask for a
specific item of content.
.. The analytics process also can track message element types for a given type
of voice assistant
device that are matched to a given feature, enabling platform participants to
consider moving
items of content to a custom fallback feature server. Because the original
request message
contains the original message element type, the analytics process 529 can skip
the graph
traversal and find the feature directly. For example, if a platform
participant notices that a
Google Action tends to use a specific message element type that the platform
participant does
not want to map to the feature to which it is being mapped, the owner can
disable that feature
and customize where the message element of the request message would go by
using a
custom fallback feature server or a custom feature server.
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The types of analytics discussed above can be considered static analytics and
the processing
of the data to an abstract structure can be referred to as static data
analysis. As discussed
later, static data analysis differs from what can be called dynamic data
analysis or intelligent
data analysis which uses machine learning to understand patterns in the
analytics data rather
than displaying the data directly.
Once a message element of a request message has been mapped from its raw state
stored in
the data lake 528 to a more structured form stored in a database 531, the raw
data in the data
lake can be deleted or moved into a long-term archive by compressing the data
into a file and
saving it to blob storage or file storage. Archiving certain types of data
enables training of
new or revised machine learning algorithms without having to re-collect data
for training and
also acts as a backup against data corruption in the analytics database 531 or
data loss.
Machine learning and intelligent suggestions
The analytics engine uses machine learning and large amounts of analytics data
to provide
analytics and suggestions to platform participants. This dynamic or
intelligent data analysis
can be used to provide intelligent suggestions to platform participants on how
to structure
items of content, where to put certain types of content items, which items of
content work
well, and which do not.
The general flow of processing analytics data, as shown in figure 31,
includes: store raw data
in data lake, draw raw data from the data lake, send raw data to static
analysis, send output
from static analysis to machine learning 534, store suggestions for platform
participants in a
separate database 535 to be used later, request suggestions 536 based on
output from machine
learning algorithms, and render suggestions through the user interface of the
platform to
platform participants.
Data Analysis and processing
As shown in figure 31, processes within the analytics engine use information
generated by
post-processing statically analyzed data 531 as well as raw data from pre-
processed data
lakes to infer relationships and view patterns in these relationships. The
algorithms for
dynamic analysis 533 are also targeted at particular goals just as the static
analysis step is.
The goals for dynamic analysis use more than just static data such as usage
across devices,
success rates, or failure rates. Dynamic analysis uses these statistics about
usage and rates to
compare certain items of content and features.
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For example, as shown in figure 32, dynamic analysis can detect the relative
performances of
items of content. As dynamic analysis is performed using amounts of aggregated
data that
grow over time, the dynamic analysis can achieve an increasingly deep
understanding of why
a particular item of content is working better than others. This result of the
dynamic analysis
could be information about the sentence structure, types of data within an
item of content, the
quality of the use of words by the voice assistant, and other factors.
Dynamic analysis of analytics data includes, among other things: gathering
data at the voice
application level and at the content item level. The data can include, for
example: success 537
and failure 538 rates of an item of content in general, success and failure
rates for an item of
content when presented on a particular type of voice assistant device,
comparing which
content items are often returned together in feature content searches, and
identifying queries
in the feature server content searches that are returning common data set
results, among
others.
A significant difference in the gathering of analytics data between static
analysis and
dynamic analysis is that static analysis only uses the data within the context
of a particular
voice application and feature. This limitation arises because the result of
static analytics is
data that applies only to the particular application and its own features and
items of content.
Dynamic analysis, by contrast, can use raw data derived from execution of all
voice
applications of all platform participants at one time. Therefore a given
platform participant
can use the dynamic analysis of all content items of all voice applications of
all platform
participants and can receive intelligent suggestions enabling the platform
participant to
provide end users effective content items.
For example, the dynamic analysis and machine learning executed by the
analytics engine of
the platform could categorize 539 analytics data of four voice applications of
four different
platform participants. Suppose the voice applications all use a survey
feature, regardless of
which module is the source of that feature. In each of the survey feature
content areas, each
voice application asks a similar question such as "How many Undergraduate
Students are
there at Hamilton College?" Suppose the question has a set of acceptable
answers such as
1878, 1800, about 1800, and eighteen hundred.
Based on this example, static analysis will gather information about how many
responses
were successful and the types of voice assistant devices or voice assistance
540 that yielded
the successes and failures. Say, for example, that a particular type of voice
assistant such as
Sin has a much higher failure rate than other voice assistants. The analytics
engine can gather
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information on which incorrect answers were provided. During dynamic analysis
of these
statistics, the analytics engine might detect a large number of failed
responses for Sin i many
of which were "eighteen one hundred." This could suggest that the language
processing of a
particular type of voice assistant device or voice assistant could perform
worse than other
types. The end users may actually have been speaking "eighteen-hundred," but
Sin
interpreted that speech as "eighteen one hundred." Dynamic analysis can track
types of words
certain voice assistants interpret less accurately than other types of voice
assistants and store
that information in a structured database just as static analysis does. In
this example, the
machine learning algorithm 534 would record that "eighteen hundred" is a
difficult phrase for
Sin to process correctly. With this knowledge, the analytics engine can
provide intelligent
suggestions to platform participants. Because the analytics engine can use
usage data from all
four applications of different platform participants, it can store the
processed information and
provide it to all four platform participants without each of the platform
participants having
access to private information that was used to train the machine and that was
processed for
intelligent suggestions.
Intelligent suggestions
Intelligent suggestions are suggestions derived from data generated by machine
learning and
dynamic analysis phases of analytics processing and provided to platform
participants¨on
ways to structure or express or change items of content to achieve effective
voice experiences
by end users when using the platform participants' voice applications and
message elements
on one or more types of voice assistant devices. These suggestions can
include: re-phrasing
sentences, removing words, adding wording variations, removing variations, or
updating slot
values, among others.
The suggestions are generated by sending an HTTP request to the CMS API to
request the
suggestions when an item of content is being updated. The CMS API checks the
database for
the latest information on, for example, the success and failure rates of
certain words for
certain voice assistants or voice assistant devices and returns a collection
of suggestions, if
there are any. The CMS client (e.g., the analytics process) then renders these
suggestions to
the platform user through the user interface of the platform to enable the
platform user to
make changes in wording based on the suggestions or to ignore the suggestions.
Using the example above of the machine learning and dynamic analysis detecting
and
tracking that Sin i has a hard time with certain types of numbers such as
"eighteen hundred,"
suppose a platform participant is creating a new survey question "When was the
Declaration
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of Independence signed?" with accepted answers of 1776, seventeen seventy-six,
and
seventeen hundred seventy-six. After the participant user enters the items of
content
representing these answers, the CMS would request suggestions for these items
of content.
Because the analytics engine knows that Sin i will likely speak "seventeen
hundred seventy-
six" as "seventeen one hundred and seventy-six," it would suggest that the
platform
participant add another answer variant of "seventeen one hundred and seventy-
six" with an
explanation that Siri may interpret certain numbers incorrectly and adding
this variant will
help to ensure that end users of the Apple HomePod will have a better voice
interaction
experience. For example, as shown in figure 33, such a phrase can be presented
in the user
interface for these intelligent suggestions 631.
Intelligent suggestions can be used for any type of feature or content item
because the
dynamic analysis can track data across features as well as within the context
of a specific
feature to provide the best intelligent suggestions.
Another type of intelligent suggestion in addition to suggestions about items
of content and
suggestions about features is a recommendation to add a particular feature to
a voice
application. This kind of intelligent suggestion can be derived by tracking
which features
added to similar voice applications have correlated to more success by their
voice
applications or more usage. By knowing which features are used most and
succeed the most
for voice applications in the same industry, for example, the dynamic analysis
can track data
about these features and modules and suggest to platform participants to add
these features
and modules.
For example, if there are two voice applications in the higher education
industry and one
voice application, since adding the survey feature, has experience more usage
and higher
success rates, the dynamic analysis can detect that this feature is a cause
for the greater
success of the first voice application and suggest to add a similar feature to
the second
application accompanied by the reason that other platform participants in
their industry are
experiencing greater success when including that feature.
Data layer
The data layer defines the types of storage used by the analytics engine and
how those types
of storage interact with other parts of business logic or APIs and
applications. The primary
stores include: a content database, an analytics data lake, an analytics
structured database, a
file and blob storage, content indices, and a graph database, among others.
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Each major store is designed to be scalable using cloud technologies so that
they can be
replicated across regions of the world, keep data synced, and grow in size and
throughput.
Content database
The content database is responsible for storing data related to managing items
of content
hosted by the platform. In some implementations, this database is a relational
SQL-style
database that relates data about platform participants, voice applications,
modules, features,
items of content, and other data.
The content database is updated through the CMS API using a connection from
the CMS
server and the database. Requests made to the CMS by a platform participant
through the user
interface of the platform enable the platform participant to update the items
of content.
This database can be implemented as a PostgreSQL database or any other SQL-
style
database.
File and blob storage
The file and blob store can be implemented as a traditional file store in the
cloud to enable
scalable storage with security. The file and blob store contains files
uploaded by platform
participants, for example, audio recordings, video files, or images, or
combinations of them.
Each of these files is associated with a publicly accessible URL to enable the
voice assistant
devices to access the files, for example, to stream the audio recordings and
video files or
render the images on voice assistant devices that support those formats.
When a platform participant uploads a file, the file data goes through the CMS
API to the file
and blob storage. Once the upload is complete, the URL of the file is sent as
the reply to the
requesting client and a reference to this file's URL is stored in the content
database. Platform
participants can also remove and update files in this storage using the CMS
through the user
interface of the platform.
In some implementations, the file and blob store can be implemented as an
Amazon Web
Services S3 Bucket.
Content indices
The content indices are a collection of elastic search indexes that contain
data from items of
content in the content database. The content indices provide better performing
content
searches for the feature servers. When a query is made against an index from a
feature server,
a collection of best matching results is returned. The elastic search index
enables adding
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weights to certain properties of a given type of data that is being added to
the index as
described earlier.
Content items in the content indices are updated by the CMS API when an item
of content is
added, updated, or deleted by a platform participant.
Graph database
The graph database stores a graph of the relationships between features,
message elements of
request messages, and message element slots. The graph database is used during
the graph
traversal stage of the business logic layer when a request message is received
from a voice
assistant device. The graph can be traversed using the edges between intents,
slots, and
features to find the most appropriate feature to use for a message element of
a request
message from a voice assistant device.
The graph database is updated by the participant users who manage the
relationships for new
or updated message element types of, for example, Amazon, Google, Apple, and
Microsoft.
Analytics data lake
.. The analytics data lake is a large data store for unstructured analytics
data. It is used to add
foundational information based on request messages that come from voice
assistants and
content searches from feature servers. The static analysis and dynamic
analysis phases and
tasks consume the large amounts of data and structure it into smaller and more
understandable pieces of information that are valuable to the analytics engine
such as usage,
success/failure rates, and others
Analytics structured database
The analytics structured database is a SQL-style relational database used by
the CMS to show
and provide structured analytics data and to store intelligent suggestion
data. This database is
updated by the data analysis phase after retrieving information from the data
lake and
mapping it to the structured table relationships that exist in the structured
database.
Other implementations are also within the scope of the following claims.
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