Intelligent Voice Agent and Service (iVAS) for Interactive and Multimodal Question and Answers

This paper describes MITRE’s Intelligent Voice Agent and Service (iVAS) research and prototype system that provides personalized answers to government customer service questions through intelligent and multimodal interactions with citizens. We report our novel approach to interpret a user’s voice or text query through Natural Language Understanding combined with a Machine Learning model trained on domain-specific data and interactive conversations to disambiguate and confirm user intent. We also describe the integration of iVAS with voice or text chatbot interface.