Quality of service call routing system using counselor and speech recognition engine and method thereof
US7689425B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 15, 2005 |
| Grant date | Mar 30, 2010 |
| Priority date | — |
| Expiry date | Oct 29, 2028 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2011
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A QoS call routing system using a counselor and a speech recognition engine comprises a speech recognition engine for recognizing speech and outputting characters and speech recognition results; a first counselor group terminal for reproducing the client's speech file to a counselor of a first counselor group so that the counselor may recognize the speech when the speech recognition result by the speech recognition engine is less than a reference value; a second counselor group terminal for allowing a counselor of a second counselor group to hear the client's speech so that the counselor may recognize the speech when the recognition by the counselor of the first counselor group has failed; and an IVR server for controlling the engine and terminals to provide information to the client.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.