Method and System for an Automated Departure Strategy
3 Assignments
0 Petitions
Accused Products
Abstract
A method and system for an automated departure strategy from an automated system includes a track engine and an error engine. The track engine allows for the tracking and storing of one or more utterances spoken by a caller in response to one or more prompts. In addition, the track engine classifies each of the utterances with a confidence level. The error engine determines when one of the utterances initiates an error condition and transfers the caller to an operator on the occurrence of the error condition. In addition to transferring the caller to the operator, the error engine plays to the operator an error utterance, causing the error condition, and a preceding utterance, preceding the error utterance. Furthermore, the error engine populates an operator screen with information provided by the caller in the utterances for utterances classified with a high level of confidence.
21 Citations
48 Claims
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1-28. -28. (canceled)
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29. A method for providing automated directory assistance, comprising:
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initiating a directory assistance dialog with a user;
prompting the user for a directory assistance utterance;
detecting a user utterance in response to the prompt;
identifying one or more directory assistance search parameters from the user utterance;
repeating the prompting operation until the identified directory assistance search parameters are sufficient to form a user directory assistance query;
executing a user directory assistance query of a database based on the identified search parameters;
responsive to the user directory assistance query retrieving multiple records from the database, determining hierarchical levels associated with the retrieved records; and
disambiguating the multiple records based at least in part on the hierarchical levels. - View Dependent Claims (30, 31, 32, 33, 34, 35)
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36. Computer code, stored on a computer accessible medium, comprising computer executable instructions for providing automated directory assistance, said instructions comprising:
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instructions for initiating a directory assistance dialog with a user;
instructions for prompting the user for a directory assistance utterance;
instructions for detecting a user utterance in response to the prompt;
instructions for identifying one or more directory assistance search parameters from the user utterance;
instructions for repeating the prompting operation until the identified directory assistance search parameters are sufficient to form a user directory assistance query;
instructions for executing a user directory assistance query of a database based on the identified search parameters;
responsive to the user directory assistance query retrieving multiple records from the database, instructions for determining hierarchical levels associated with the retrieved records; and
instructions for disambiguating the multiple records based at least in part on the hierarchical levels. - View Dependent Claims (37, 38, 39, 40, 41, 42)
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43. A system including processor, RAM, and storage, the storage including disambiguation engine code comprising processor executable instructions for providing automated directory assistance, said instructions comprising:
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instructions for initiating a directory assistance dialog with a user;
instructions for prompting the user for a directory assistance utterance;
instructions for detecting a user utterance in response to the prompt;
instructions for identifying one or more directory assistance search parameters from the user utterance;
instructions for repeating the prompting operation until the identified directory assistance search parameters are sufficient to form a user directory assistance query;
instructions for executing a user directory assistance query of a database based on the identified search parameters;
responsive to the user directory assistance query retrieving multiple records from the database, instructions for determining hierarchical levels associated with the retrieved records; and
instructions for disambiguating the multiple records based at least in part on the hierarchical levels. - View Dependent Claims (44, 45, 46, 47, 48)
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Specification