Automated call router system and method
US5675707A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Sep 15, 1995 |
| Grant date | Oct 7, 1997 |
| Priority date | — |
| Expiry date | Sep 15, 2015 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L15/1822
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
An automated call routing system and method which operates on a call-routing objective of a calling party expressed in natural speech of the calling party. The system incorporates a speech recognition function, as to which a calling party's natural-speech call routing objective provides an input, and which is trained to recognize a plurality of meaningful phrases, each such phrase being related to a specific call routing objective. Upon recognition of one or more of such meaningful phrases in a calling party's input speech, an interpretation function then acts on such calling party's routing objective request to either implement the calling party's requested routing objective or to enter into a dialog with the calling party to obtain additional information from which a sufficient confidence level can be attained to implement that routing objective.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.