System and method for utilizing confidence levels in automated call routing

• US 20060115070A1
• Filed: 11/29/2004
• Published: 06/01/2006
• Est. Priority Date: 11/29/2004
• Status: Active Grant

• Current Assignee: Sbc Knowledge Ventures, L.P.
• Original Assignee: Sbc Knowledge Ventures, L.P.
• Inventors: Knott, Benjamin Anthony, Bushey, Robert R., Martin, John Mills
• Granted Patent: US 7,724,889 B2
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

A call routing system prompts a caller for information and receives a response from the caller. Based on the caller'"'"'s response, a confidence value is assigned to the call. The confidence value can be assigned based on the likelihood that the received information is consistent with the prompt and other criteria. Additional prompts are provided to the caller based on the confidence value, and additional caller'"'"'s responses are used to modify the confidence value. At least one threshold confidence level is set and when the confidence value of the call meets or exceeds the threshold (because of low confidence), the call is immediately routed to a human operator.

Claims

1. A method for processing a call comprising:

receiving a call at a call support system;

requesting caller information;

receiving a first response;

assigning a confidence value to the call based on the first response and the caller information;

comparing the confidence value to a threshold level; and

routing the call to a human operator if the confidence value exceeds the threshold level.

2. The method of claim 1, further comprising:

assigning confidence values to a call support event based upon a type of inconsistency associated with the call support event.

3. The method of claim 1, further comprising:

combining confidence values to produce a modified confidence value;

comparing the modified confidence value to the threshold level; and

routing the call to a human operator if the modified confidence value exceeds the threshold level.

4. The method of claim 1, further comprising prompting the caller for a second response.

5. The method of claim 4, further comprising modifying the confidence value based on the second response.

6. The method of claim 1, further comprising using a counter to modify the confidence value.

7. The method of claim 6, further comprising incrementing the counter based on the first response.

8. The method of claim 6, wherein a plurality of counters provide a plurality of confidence values.

9. The method of claim 1, wherein prompting is performed by a recorded voice.

10. The method of claim 1, wherein the first response is a touch tone response.

11. The method of claim 1, wherein the first response is a voice response.

12. The method of claim 2, wherein the type of inconsistency is selected from the group consisting of a time out, too much speech, unintelligibility, and spoken too early.

13. A voice activated call routing system comprising:

a transceiver configured to receive a call;

an audio module coupled to the transceiver, the audio module to prompt a caller for a first response,

a processor coupled to the transceiver, the processor to assign a confidence value to the call based on an evaluation of the first response, the processor including logic to compare the confidence value to a threshold level; and

a switch coupled to the processor, the switch to route the call to a human operator if the confidence value does not meet the threshold level.

14. The voice activated call routing system of claim 13, wherein the processor assigns a confidence value to a call support event based upon a type of inconsistency associated with the call support event.

15. The voice activated call routing system of claim 13, wherein the processor combines multiple confidence values to produce a modified confidence value and compares the modified confidence value to the threshold level and the switch routes the call to a human operator after the modified confidence value fails to meet the threshold level.

16. The voice activated call routing system of claim 13, wherein the audio module prompts the caller for a second response.

17. The voice activated call routing system of claim 13, wherein the audio module re-prompts the caller for a second response and the confidence value is modified based on the second response.

18. The voice activated call routing system of claim 14, further comprising a counter to count event inconsistencies.

19. The voice activated call routing system of claim 14, further comprising a plurality of counters configured to count a plurality of inconsistencies.

20. The voice activated call routing system of claim 14, further comprising a global counter to count inconsistencies.

21. The voice activated call routing system of claim 13, wherein prompting is performed by a recorded voice.

22. The voice activated call routing system of claim 13, wherein the first response is a voice response.

23. A method for processing user input comprising:

receiving a request from a user at an interactive system;

processing a first user response;

assigning a confidence value to the request based on the first user response;

prompting the user for a second response;

processing the second response and modifying the confidence value based on the second response;

comparing the confidence value with a threshold confidence level; and

routing the call to a human station when the confidence level is below the threshold confidence level.

24. The method of claim 23, further comprising continuing interaction with the user if the confidence level is above the threshold level.

25. The method of claim 23, wherein the step of assigning further comprises assigning a confidence value to the call based on the magnitude of an inconsistency detected during the step of processing the first user response.

26. The method of claim 23, wherein the confidence value is assigned based on the likelihood that the response is valid.

27. The method of claim 25, where the inconsistency is one of a time out, too much speech, unintelligibility, and spoke too early.