Method, system and software for implementing an automated call routing application in a speech enabled call center environment
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United States of America Patent
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Nov 24, 2009
Grant Date -
Mar 2, 2006
app pub date -
Aug 26, 2004
filing date -
Aug 26, 2004
priority date (Note) -
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status (Latency Note)
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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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