System and method for speech recognition-enabled automatic call routing
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United States of America Patent
Stats
-
Jul 10, 2007
Grant Date -
Jun 22, 2006
app pub date -
Dec 6, 2004
filing date -
Dec 6, 2004
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A system and method are disclosed for processing a call by receiving caller input in a speech format and utilizing phonemes to convert the speech input into word strings. The word strings are then converted into at least one object and at least one action. A synonym table is utilized to determine actions and objects. Objects generally represent nouns and adjective-noun combinations while actions generally represent verbs and adverb-verb combinations. The synonym table stores natural language phrases and their relationship with actions and objects. The actions and objects are utilized to determine a routing destination utilizing a routing table. The call is routed based on the routing table.
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