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Method for designing an automated speech recognition (ASR) interface for a customer call center

  • US 8,315,360 B2
  • Filed: 12/02/2008
  • Issued: 11/20/2012
  • Est. Priority Date: 05/24/2004
  • Status: Active Grant
First Claim
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1. A system for implementing a customer interface for an automated speech recognition (ASR) call center, comprising:

  • a host ASR process configured to control and pass tasks to other ASR processes; and

    a dialog process configured to interact with callers, the dialog process having access to a database configured to store messages and instructions played to callers,wherein the system is configured to;

    collect data for a customer model, the customer model comprising at least recorded opening statements of callers to a call center;

    create a task model comprising a set of action-object pairs, based on the recorded opening statements;

    create a business rules model, representing routing destinations for calls;

    link the customer model to the task model, such that the opening statements are assigning to action-object pairs;

    link the task model to the business rules model, such that each action-object pair is assigned to a routing destination;

    create an action-object frequency table, based on the results of the step of linking the customer model to the task model; and

    design an interface module for each action object pair in substantially the order of the frequency table, from higher frequency action-object pairs to lower frequency action-object pairs.

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