Automated call router system and method

Details Automated call router system and method Automated call router system and method

1995-09-15

1997-10-07

MacDonald, Allen R.

395 263, 395 26, G10L 506

Patent

active

056757077

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.

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