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Semi-supervised training of destination map for call handling applications

  • US 8,009,819 B2
  • Filed: 05/04/2007
  • Issued: 08/30/2011
  • Est. Priority Date: 03/26/2007
  • Status: Active Grant
First Claim
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1. A method, comprising the steps of:

  • establishing a destination map for use by an automated call handling engine associated with a first call handling system,wherein the first call handing system comprises a system database that comprises a plurality of caller interaction results from one or more callers, andwherein the destination map associates destinations with recognition strings from automatically recognized speech;

    examining a plurality of the caller interaction results from the first call handling system;

    detecting a specified characteristic in the plurality of caller interaction results, wherein the specified characteristic is associated with a level of confidence in the caller interaction results;

    automatically updating the destination map using the detected specified characteristic; and

    automatically associating recognized speech from a subsequent caller with a corresponding destination using the updated destination map, in any of the first call handling system or a second call handling system.

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