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Quality of service call routing system using counselor and speech recognition engine and method thereof

  • US 7,689,425 B2
  • Filed: 06/15/2005
  • Issued: 03/30/2010
  • Est. Priority Date: 12/16/2003
  • Status: Expired due to Fees
First Claim
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1. A call routing system for providing information requested by a client with a wired/wireless communication terminal by using a counselor and a speech recognition engine, comprising:

  • a speech recognition engine for recognizing client'"'"'s speech and outputting corresponding character information and speech recognition results;

    a first counselor group terminal for reproducing a client'"'"'s recorded speech file transmitted from the speech recognition engine, the client'"'"'s speech being recorded in the client'"'"'s recorded speech file, and allowing a first counselor group having a plurality of counselors to hear the reproduced speech file, and displaying a recognition word list recognized by the speech recognition engine so that a counselor of the first counselor group may search information requested by the client and provide corresponding information;

    a second counselor group terminal for allowing a second counselor group having a plurality of counselors to directly hear the client'"'"'s speech so that a counselor of the second counselor group may search information requested by the client and provide corresponding information; and

    a main server for;

    performing guidance according to a scenario for providing information to the client,controlling the speech recognition engine to perform a first recognition of the client'"'"'s speech,when a result of the first recognition by the speech recognition engine is less than a predefined reference value, transmitting the client'"'"'s recorded speech file and a recognition word list recognized by the speech recognition engine to the first counselor group terminal to thus allow a second recognition by the counselor of the first counselor group, andwhen the second recognition by the counselor of the first counselor group has failed, directly call-connecting the second counselor group terminal and the client'"'"'s wired/wireless communication terminal and allowing a counselor of the second counselor group to directly hear the client'"'"'s speech to thus allow a third recognition by the counselor of the second counselor group.

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