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Method and system for operator services automation using an operator services switch

  • US 7,831,031 B2
  • Filed: 08/22/2006
  • Issued: 11/09/2010
  • Est. Priority Date: 06/13/2002
  • Status: Active Grant
First Claim
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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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