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

  • US 9,197,752 B2
  • Filed: 06/23/2014
  • Issued: 11/24/2015
  • Est. Priority Date: 05/24/2004
  • Status: Expired due to Fees
First Claim
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1. A call handling method, comprising:

  • responsive to detecting an opening statement of a caller during a call to a service provider, the service provider comprising a plurality of call centers, determining, based on the opening statement, a caller task including an action and an object;

    identifying, based on a first business rule model, a first routing destination for calls to a first call center; and

    identifying, based on a second business rule model, a second routing destination for calls to a second call center;

    wherein routing destinations are selected from;

    a call center agent, a queue, a self-service speech recognition application, and the Internet.

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