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Numeric weighting of error recovery prompts for transfer to a human agent from an automated speech response system

  • US 8,566,104 B2
  • Filed: 11/01/2011
  • Issued: 10/22/2013
  • Est. Priority Date: 08/16/2005
  • Status: Expired due to Fees
First Claim
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1. A computer-implemented method used in conjunction with an automated speech response system, the method comprising:

  • during an interactive dialog session between a user and an automated speech response system, determining a plurality of user responses to dialog prompts;

    detecting non-valid user responses from the plurality of user responses;

    assigning error weights to the non-valid user responses, wherein different non-valid user responses are assigned different error weights;

    for each one of the non-valid user responses, adjusting an error score for the interactive dialog session based upon the error weight assigned to the one of the non-valid user responses; and

    when a value of said error score exceeds a previously established error threshold, automatically transferring said user from the automated speech response system to a human agent.

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