Information exchange system and method
First Claim
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1. A method comprising:
- receiving a request for information regarding a product or service, wherein the request is received from a user;
providing the received request to a speech processing system, wherein the speech processing system attempts to generate a response to the received request;
if the speech processing system generates a response to the received request, providing the generated response to the user; and
if the speech processing system does not generate a response to the received request, referring the user to an advisor to handle the received request.
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Abstract
A method receives a request for information regarding a product or service from a user. The received request is provided to a speech processing system which attempts to generate an automated response to the received request. If the speech processing system generates a response to the received request, that response is provided to the user. However, if the speech processing system does not generate a response to the received request, the user is referred to an advisor to handle the received request.
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Citations
20 Claims
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1. A method comprising:
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receiving a request for information regarding a product or service, wherein the request is received from a user; providing the received request to a speech processing system, wherein the speech processing system attempts to generate a response to the received request; if the speech processing system generates a response to the received request, providing the generated response to the user; and if the speech processing system does not generate a response to the received request, referring the user to an advisor to handle the received request. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method comprising:
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displaying a web page accessible by a user; receiving an indication that the user activated a “
request information”
link contained on the displayed web page;receiving an audible request for information from the user; providing the audible request to a speech processing system, wherein the speech processing system attempts to generate a response to the audible request; providing an advertisement to the user; if the speech processing system generates a response to the received request, providing the generated response to the user; and if the speech processing system does not generate a response to the received request, referring the user to an advisor to handle the user'"'"'s request. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A method comprising:
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receiving a request for information regarding a product or service, wherein the request is received from a user; providing the received request to a speech processing system, wherein the speech processing system attempts to generate a response to the received request by; identifying a category associated with the received request using a first ontology; identifying a second ontology associated with the identified category; and processing the received request using the second ontology; if the speech processing system generates a response to the received request, providing the generated response to the user; and if the speech processing system does not generate a response to the received request, referring the user to an advisor to handle the received request. - View Dependent Claims (18, 19, 20)
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Specification