Intelligent interactive voice response unit
First Claim
Patent Images
1. A method of processing calls in a call processing center processing calls in support of enterprise activities of an organization, such method comprising the steps of:
- receiving a query about the enterprise activities of the organization from a caller through the call center;
translating the query into voice extensible mark-up language;
forming an answer to the translated query within an artificial intelligence engine; and
providing the determined answer to the caller.
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Abstract
A method and apparatus for processing calls in a call processing center provided for support of enterprise activities of an organization. The method includes the steps of receiving a query about the enterprise activities of the organization from a caller through the call center, translating the query into voice extensible mark-up language, forming an answer to the translated query within an artificial intelligence engine and providing the determined answer to the caller.
73 Citations
21 Claims
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1. A method of processing calls in a call processing center processing calls in support of enterprise activities of an organization, such method comprising the steps of:
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receiving a query about the enterprise activities of the organization from a caller through the call center;
translating the query into voice extensible mark-up language;
forming an answer to the translated query within an artificial intelligence engine; and
providing the determined answer to the caller. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An apparatus for processing calls in a call processing center processing calls in support of enterprise activities of an organization, such apparatus comprising:
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means for receiving a query about the enterprise activities of the organization from a caller through the call center;
means for translating the query into voice extensible mark-up language;
means for forming an answer to the translated query within an artificial intelligence engine; and
means for providing the determined answer to the caller. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. An apparatus for processing calls in a call processing center processing calls in support of enterprise activities of an organization, such apparatus comprising:
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a voice extensible mark-up language interpreter adapted to translate a query about the enterprise activities of the organization from a caller into voice extensible mark-up language;
an artificial intelligence engine adapted to form an answer to the translated query within an artificial intelligence engine; and
a speech synthesizer adapted to provide the determined answer to the caller. - View Dependent Claims (16, 17, 18, 19)
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20. A method of processing calls in a call processing center, such method comprising the steps of:
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receiving a text-based question from a caller;
converting the text-based question into a metaprogramming language understood by an artificial intelligence engine;
determining an answer to the question within the artificial intelligence engine;
providing the determined answer to the caller.
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21. A method of processing calls in a call processing center, such method comprising the steps of:
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providing an artificial intelligence engine with a database of customer products;
receiving a text-based question about a customer product from a caller;
converting the text-based question into a metalanguage understood by an artificial intelligence engine;
determining an answer to the question within the artificial intelligence engine;
providing the determined answer to the caller.
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Specification