Automated call routing
First Claim
1. A call routing system, comprising:
- a search module operable to generate a hypothesis list of candidate call destinations based on one or more queries to a call destination directory in response to a call destination request received from a caller; and
a disambiguation module operable to compare a hypothesis list generated in response to a call destination request by the caller and containing multiple candidate call destinations with a heuristic profile associated with the caller and containing one or more records of prior disambiguation selections made by the caller.
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Accused Products
Abstract
Automated call routing systems and methods are described. In one implementation, a speech recognition directory system facilitates the routing of callers based upon stored results of recent disambiguations, which may be stored in heuristic profiles that are associated with callers. Instead of requiring a caller to process a series of disambiguation attempts, in which secondary information is presented for the caller'"'"'s approval, this call routing scheme leverages the fact that the user is likely seeking a person they'"'"'ve previously contacted. In large directories, this call routing scheme improves the speed of the transaction and eliminates the frustration of the disambiguation process. Rather than pursuing a disambiguation process with the caller, the call routing system may immediately announce the transfer. The caller may abort the process if the selected call destination is incorrect. In some implementations, if the caller selects a call destination that is not within the caller'"'"'s associated heuristic profile, the new selection is added to the caller'"'"'s associated heuristic profile in FIFO fashion. The heuristic profile may be configurable, allowing a limited, or more extensive, repository of past caller selections.
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Citations
28 Claims
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1. A call routing system, comprising:
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a search module operable to generate a hypothesis list of candidate call destinations based on one or more queries to a call destination directory in response to a call destination request received from a caller; and
a disambiguation module operable to compare a hypothesis list generated in response to a call destination request by the caller and containing multiple candidate call destinations with a heuristic profile associated with the caller and containing one or more records of prior disambiguation selections made by the caller. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A call routing method, comprising:
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generating a hypothesis list of candidate call destinations based on one or more queries to a call destination directory in response to a call destination request received from a caller; and
comparing a hypothesis list generated in response to a call destination request by the caller and containing multiple candidate call destinations with a heuristic profile associated with the caller and containing one or more records of prior disambiguation selections made by the caller. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27)
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28. A computer program for call routing, the computer program residing on a computer-readable medium and comprising computer-readable instructions for causing a computer to:
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generate a hypothesis list of candidate call destinations based on one or more queries to a call destination directory in response to a call destination request received from a caller; and
compare a hypothesis list generated in response to a call destination request by the caller and containing multiple candidate call destinations with a heuristic profile associated with the caller and containing one or more records of prior disambiguation selections made by the caller.
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Specification