Automated call management
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United States of America Patent
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Nov 25, 2008
Grant Date -
Mar 10, 2005
app pub date -
Jul 1, 2004
filing date -
Sep 5, 2003
priority date (Note) -
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status (Latency Note)
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Abstract
A method, article of manufacture, and apparatus for automated processing of an auditory communication is disclosed. In an embodiment, this comprises receiving the auditory communication with call transport information, triggering a first policy based on the data, and selecting, based on the first policy, at least a first lexicon comprising a plurality of keywords. A first portion of the call is compared to the first lexicon to identify keywords matched by the first portion of the call, and a second policy is invoked based on the matched keywords. The action(s) specified by the second policy is taken. Actions may include termination of the call, joining a third party, archiving the call, changing a characteristic of the call, or further processing using another lexicon.
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