Method and apparatus for generating a speech-recognition-based call-routing system
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United States of America Patent
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Apr 17, 2007
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N/A
app pub date -
Jan 7, 2004
filing date -
Jan 7, 2004
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Abstract
A computerized method is provided for electronically directing a call to a class, such that an utterance spoken by a speaker and received by a call-routing system is classified by the call-routing system as being associated with the class, such that the call-routing system includes a speech-recognition module, a feature-extraction module, and a classification module. The method includes extracting features from recognized speech; weighting elements of a feature vector with respective speech-recognition scores, wherein each weighting element is associated with one of the features; ranking classes to which the features are associated; and electronically directing the call to a highest-ranking class.
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