×

System, method and software for a speech-enabled call routing application using an action-object matrix

  • US 7,415,101 B2
  • Filed: 12/15/2003
  • Issued: 08/19/2008
  • Est. Priority Date: 12/15/2003
  • Status: Active Grant
First Claim
Patent Images

1. A method for identifying a routing destination in a service center, comprising:

  • prompting a user to convey a request;

    receiving a natural language utterance from the user;

    comparing the natural language utterance to an action-object matrix;

    identifying a routing destination based upon results of the natural language utterance to action-object matrix comparison;

    routing the user to the routing destination; and

    performing an action selected from the group consisting of;

    a first action comprising;

    querying the action-object matrix to identify related objects if only an action and not an object is included in the natural language utterance; and

    prompting the user for selection of a related object; and

    a second action comprising;

    querying the action-object matrix to identify related actions if an object and not an action is included in the natural language utterance; and

    prompting the user for selection of a related action.

View all claims
  • 5 Assignments
Timeline View
Assignment View
    ×
    ×