Data processing: speech signal processing – linguistics – language – Speech signal processing – Application
Reexamination Certificate
2005-11-29
2005-11-29
McFadden, Susan (Department: 2655)
Data processing: speech signal processing, linguistics, language
Speech signal processing
Application
C704S257000, C704S235000, C379S088010, C379S088110
Reexamination Certificate
active
06970821
ABSTRACT:
A method and apparatus are provided for presenting script to be followed by a telemarketer during a threaded conversation with a customer. The method includes the steps of recognizing a word content of a response of the customer to a first portion of the presented script and detecting key words and key words in context of the response. The method further includes the steps of evaluating the detected key words and key words in context to determine an information content, comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting the expected customer response with a closest relative match and following a script associated with the selected expected customer response of the customer as a second portion of the presented script.
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Bluestein Jared
Dezonno Anthony
Hymel Darryl
Martin Jim F.
Power Mark J.
Albertalli Brian
Rockwell Electronic Commerce Technologies LLC
Welsh & Katz Ltd.
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