Telephonic communications – Audio message storage – retrieval – or synthesis – Voice activation or recognition
Reexamination Certificate
2005-05-17
2005-05-17
Foster, Roland G. (Department: 2645)
Telephonic communications
Audio message storage, retrieval, or synthesis
Voice activation or recognition
C379S266020, C704S244000
Reexamination Certificate
active
06895083
ABSTRACT:
A system and method for routing telephone calls is based on identifying caller goals, and maximizing the benefit of routing the call to the appropriate call center. The appropriate call center is identified as the call center best equipped to respond to the needs of the caller. The cost or benefit is based on the fastest and least expensive way to answer a query posed by a caller. A probabilistic model of the caller's goals or call topics based on a response to a top-level prompt is used, along with a set of functions associating a utility or benefit with routing those call topics to destinations within the center. Maximum benefit routing allows for the separation of the caller's goals from those of the call center, thereby optimizing use of available resources.
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Bers Joshua
Golden John A.
Peterson Patrick M.
BBNT Solutions LLC
Foster Roland G.
Gauthier Gerald
Rader Fishman & Grauer
Suchyta, Esq. Leonard C.
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