System and method for speech recognition-enabled automatic call routing
First Claim
1. A method for processing a call comprising:
- transforming speech input from a caller into a word string;
converting the word string into a detected object and a detected action;
determining, from a synonym table, a preferred object and a preferred action based on the detected object and the detected action;
determining a call destination based on the preferred object and the preferred action; and
routing the call to the call destination.
25 Assignments
0 Petitions
Accused Products
Abstract
A system and method are disclosed for processing a call by receiving caller input in a speech format and utilizing phonemes to convert the speech input into word strings. The word strings are then converted into at least one object and at least one action. A synonym table is utilized to determine actions and objects. Objects generally represent nouns and adjective-noun combinations while actions generally represent verbs and adverb-verb combinations. The synonym table stores natural language phrases and their relationship with actions and objects. The actions and objects are utilized to determine a routing destination utilizing a routing table. The call is routed based on the routing table.
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Citations
24 Claims
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1. A method for processing a call comprising:
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transforming speech input from a caller into a word string; converting the word string into a detected object and a detected action; determining, from a synonym table, a preferred object and a preferred action based on the detected object and the detected action; determining a call destination based on the preferred object and the preferred action; and routing the call to the call destination. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system for routing calls comprising:
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a processor to convert speech input from a caller into a word string, and to convert the word sting into an object and an action; a synonym table accessible by the processor to determine a preferred object based on the object and to determine a preferred action based ante action; and an action-object routing module configured to determine a destination forte call based on the preferred object and the preferred action. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21)
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22. A method of call processing, the method comprising:
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transforming speech input from a caller into one or more word strings; converting each of the one or more word strings into an object and an action; assigning a first probability value to the object and a second probability value to the action of each of the one or more word strings; and determining a call destination from the object and the action based on the first and the second probability values. - View Dependent Claims (23, 24)
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Specification