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Routing call failures in a location-based services system

  • US 7,412,260 B2
  • Filed: 04/26/2002
  • Issued: 08/12/2008
  • Est. Priority Date: 04/27/2001
  • Status: Expired due to Term
First Claim
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1. A method for routing call failures, comprising the steps of;

  • connecting a remote terminal to a location-based services system;

    receiving from said remote terminal an identifier of said remote terminal and an unrestricted voice-based inquiry for information, wherein said voice-based inquiry is a question or statement for a business product or a business service, said voice-based inquiry is voluntarily composed by a user of said remote terminal;

    determining a geographic location of said remote terminal;

    recognizing words included in said voice-based inquiry with a voice recognition application;

    interpreting a context and meaning of said recognized words in said voice-based inquiry with a natural language processing application;

    with said natural language processing application, identifying from among a plurality of businesses listed within said location-based services system, a business that can provide a response to said the voice-based inquiry for said business product or said business service based on said interpretation of said recognized words and said geographic location of said remote terminal, and preparing a structured request to said identified business in response to both said voice recognition application and said natural language processing application successfully processing said voice-based inquiry;

    from business specific information of said identified business, generating with said location-based services system, for receipt by said remote terminal, a geographically targeted response to said voice-based inquiry that is responsive to said interpretation; and

    in response to failure of said voice recognition application or said natural language processing application to process said voice-based inquiry to a predetermined level of accuracy, routing said remote terminal connection and said identifier to a call center server to process said voice-based inquiry;

    said call center server generating a location data request that is transmitted to a location server with said identifier;

    receiving a location value and said identifier from said location server with said call center server;

    said call center server generating an operator message that includes said identifier and said location value; and

    forwarding said operator message to a call center.

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