Automated response system

US9077802B2 · kind B2 · utility

Assignee

• International Business Machines Corporation · US

Inventors

• Kulvir S. Bhogal · Pflugerville, US
• William A. Griffith · Austin, US
• Indran Naick · Cedar Park, US
• Mark W. Talbot · Austin, US

Key dates

• Filing date: Jul 31, 2013
• Grant date: Jul 7, 2015
• Expiry date: Jul 31, 2033

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5235
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

Automated response processing includes receiving a first audible prompt from a called system and a response to the first audible prompt from a calling system during a first phone call. Automated response processing further includes determining, using a processor, a semantic identifier for the first audible prompt using semantic analysis and storing the semantic identifier of the first audible prompt in association with the response. The stored response is played responsive to determining that a semantic identifier for a second audible prompt played to the calling system matches the semantic identifier of the first audible prompt.