Predictive dialing system and method
First Claim
1. A method for predictive dialing, comprising:
- receiving a telephone number to dial;
automatically dialing the telephone number; and
analyzing a response tone from a receiver side, including detecting whether speech is in the response tone, and determining message content of the speech if speech is detected.
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Accused Products
Abstract
Predictive dialing system (100) and method is disclosed. Telephone numbers from a call list (FIG. 2) are automatically dialed and response received is analyzed. Message content in the response is detected using a speech recognizer and one or more follow-up actions based on the message content are performed. The follow-up actions may include rescheduling the call if the telephone number dialed is busy, not answering, or otherwise not working. Another follow-up action may include dynamically updating the list of telephone numbers in the call list, for example, if an operator message indicating that the phone number is no longer in service or that phone number has changed to a new number. Yet another follow-up action may include transferring the call to a live agent, for example, if a live greeting is received.
73 Citations
22 Claims
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1. A method for predictive dialing, comprising:
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receiving a telephone number to dial;
automatically dialing the telephone number; and
analyzing a response tone from a receiver side, including detecting whether speech is in the response tone, and determining message content of the speech if speech is detected. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A system for predictive dialing, comprising:
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one or more low level modules for dialing telephone numbers and receiving response signals from the dialed telephone numbers, the low level modules further recording the received response signals;
a speech recognition module for determining content of the received response signals; and
a high level module for providing the telephone numbers to the low level modules to dial, the high level module farther receiving the content of the received response signals and determining one or more actions to perform based on the content. - View Dependent Claims (19, 20)
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21. A program storage device readable by a machine, tangibly embodying a program of instructions executable by the machine to perform method steps of predictive dialing, comprising:
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receiving a telephone number to dial;
automatically dialing the telephone number; and
analyzing a response tone from a receiver side, including detecting whether speech is in the response tone, and determining message content of the speech if speech is detected.
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22. A method for predictive dialing, comprising:
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receiving a list of telephone number to perform automatic dialing;
automatically dialing a telephone number in the list;
listening to a response tone from the telephone number dialed;
separating the response tone into one or more sets of frequencies;
extracting one or more sound components from the one or more sets of frequencies;
detecting a known pattern in the one or more sound components to recognize contents of the response tone; and
responding according to the recognized contents.
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Specification