Telephonic communications – Audio message storage – retrieval – or synthesis – Voice activation or recognition
Reexamination Certificate
2004-08-26
2009-11-24
Elahee, MD S (Department: 2614)
Telephonic communications
Audio message storage, retrieval, or synthesis
Voice activation or recognition
C379S088040, C379S265010, C379S265110, C379S265130
Reexamination Certificate
active
07623632
ABSTRACT:
A system, method and software for implementing an automated call routing application in a speech enabled call center environment are provided. In operation, the invention provides for the identification of a call center transaction selection from a natural language user utterance and the invocation of one or more scripts operable to route the user to a call center service agent configured to service the selected transaction. In the event a transaction selection cannot be readily identified or can only be partially identified, the invention provides for the initiation of a dialog module or script directed to eliciting a discernable transaction selection and/or the presentation of one or more menus from which the user may select an available call center transaction.
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International Search Report and Written Opinion; PCT/US05/29545; pp. 7, Mailing Date Feb. 8, 2006.
Bushey Robert R.
Goldstein Marc
Knott Benjamin A.
Korth Sarah
AT&T Intellectual Property I L.P.
Elahee MD S
Jackson Walker L.L.P.
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