Method and system for an automated departure strategy
First Claim
1. A method for providing automated directory assistance, comprising:
- initiating a multi-stage directory assistance dialog with a user;
prompting the user for a directory assistance utterance in accordance with a current stage of the multi-stage dialog;
recording a user utterance in response to the prompt;
gathering one or more directory assistance search parameters from the user utterance;
determining whether a user directory assistance query may be completed based on gathered directory assistance search parameters;
repeating the prompting operation until either the user directory assistance query may be completed or a determination that a user utterance satisfies an error condition;
displaying gathered directory assistance search parameters on an operator terminal and forwarding one or more recorded user utterances to an operator for playback in response to a failure to obtain the directory assistance search parameters needed to complete the user directory assistance query;
determining whether a particular user utterance received prior to a user utterance satisfying an error condition is a generic utterance or a non-generic utterance;
if the particular user utterance is a non-generic utterance, playing the particular user utterance for the operator; and
if the particular user utterance is a generic utterance, not playing the particular user utterance for the operator.
2 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.
-
Citations
25 Claims
-
1. A method for providing automated directory assistance, comprising:
-
initiating a multi-stage directory assistance dialog with a user; prompting the user for a directory assistance utterance in accordance with a current stage of the multi-stage dialog; recording a user utterance in response to the prompt; gathering one or more directory assistance search parameters from the user utterance; determining whether a user directory assistance query may be completed based on gathered directory assistance search parameters; repeating the prompting operation until either the user directory assistance query may be completed or a determination that a user utterance satisfies an error condition; displaying gathered directory assistance search parameters on an operator terminal and forwarding one or more recorded user utterances to an operator for playback in response to a failure to obtain the directory assistance search parameters needed to complete the user directory assistance query; determining whether a particular user utterance received prior to a user utterance satisfying an error condition is a generic utterance or a non-generic utterance; if the particular user utterance is a non-generic utterance, playing the particular user utterance for the operator; and if the particular user utterance is a generic utterance, not playing the particular user utterance for the operator. - View Dependent Claims (2, 3, 4, 5, 6, 7, 23)
-
-
8. Software for providing directory assistance, the software embodied in computer readable media and when executed operable to:
-
extract for use in a computer-assisted database search one or more directory assistance search parameters from a plurality of user utterances; forward for review by an operator the extracted directory assistance search parameters and one or more recorded user utterances in response to a failure to resolve a user directory assistance query; determine whether a particular user utterance is a generic utterance or a non-generic utterance; if the particular user utterance is a non-generic utterance, play the particular user utterance for the operator; and if the particular user utterance is a generic utterance, not play the particular user utterance for the operator. - View Dependent Claims (9, 10, 11, 12, 13, 14, 24)
-
-
15. An automated directory assistance system, comprising:
-
an input/output port operable to communicate with a communication network; a processor operably coupled to the input/output port; a memory operably coupled to the processor; and a program of instructions storable in the memory and executable by the processor, the program of instructions operable to; populate a computer terminal with directory assistance search parameters extracted from one or more user utterances; in response to detection of an error condition preventing completion of a user directory assistance query, determine whether a particular user utterance received prior to the occurrence of the error condition is a generic utterance or a non-generic utterance; if the particular user utterance is a non-generic utterance, forward the particular user utterance for playback to an operator; and if the particular user utterance is a generic utterance, not forward the particular user utterance for playback to the operator. - View Dependent Claims (16, 17, 18, 19, 20, 25)
-
-
21. A method for providing automated directory assistance, comprising:
-
obtaining one or more directory assistance search parameters from a plurality of user utterances; forwarding for review by an operator the extracted directory assistance search parameters and one or more recorded user utterances in response to a failure to resolve a user directory assistance query; determining whether a particular user utterance is a generic utterance or a non-generic utterance; if the particular user utterance is a non-generic utterance, playing the particular user utterance for the operator; and if the particular user utterance is a generic utterance, not playing the particular user utterance for the operator. - View Dependent Claims (22)
-
Specification