Method and system for operator services automation using an operator services switch
First Claim
1. A front-end automation system comprising:
- a call distribution system inter-operably connected to and adapted to control a programmable switch;
a programmable switch adapted to receive and transmit voice-communication requests and voice-communication best-match responses between a caller and an interactive voice unit;
an interactive voice response unit inter-operably connected to the programmable switch and adapted to receive and transmit voice communication requests and voice-communication best-match responses between the programmable switch and a speech recognition system; and
a speech recognition system inter-operably connected to the interactive voice response unit and adapted to process the voice communication request; and
wherein the front-end automation system is operable to communicate with an operator services switch and a back-end automation system, the communication with the back-end automation system being via a path independent of the operator services switch.
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Accused Products
Abstract
A telecommunications system includes a front end automation system, an operator services switch, an automated operator, and an automation data server. The front end automation system interacts with a caller in order to recognize a request of the caller and determine a response to the request. The operator services switch, which is inter-operably coupled to the front end automation system, receives a call from the front end automation system, after the front end automation system has recognized the request and has determined the response to the request, and creates billing information relative to the call. The automation data server, which is inter-operably coupled to the front end automation system, passes information about the request and the response from the front end automation system to the automated operator. The automated operator, which is inter-operably coupled to the operator services switch, provides the response to the request to the caller.
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Citations
19 Claims
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1. A front-end automation system comprising:
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a call distribution system inter-operably connected to and adapted to control a programmable switch; a programmable switch adapted to receive and transmit voice-communication requests and voice-communication best-match responses between a caller and an interactive voice unit; an interactive voice response unit inter-operably connected to the programmable switch and adapted to receive and transmit voice communication requests and voice-communication best-match responses between the programmable switch and a speech recognition system; and a speech recognition system inter-operably connected to the interactive voice response unit and adapted to process the voice communication request; and wherein the front-end automation system is operable to communicate with an operator services switch and a back-end automation system, the communication with the back-end automation system being via a path independent of the operator services switch. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. An operator-services-system back-end automation system, comprising:
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an automation data server adapted to receive information from an interactive voice response unit within a front-end automation system; wherein the front-end automation system interfaces between a caller and an operator services switch; wherein the information comprises information voice-recognized by the front-end automation system from a directory-assistance request of the caller; an automated operator inter-operably connected to the automation data server and adapted to receive a connection message from the operator services switch and the information from the automation data server; and wherein the automation data server receives the information via a path that is independent of the operator services switch. - View Dependent Claims (14, 15, 16, 17, 18, 19)
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Specification