System and method for facilitating call routing using speech recognition

A computer-implemented method for facilitating call routing, the method comprising:

• receiving one or more user utterances from a user during a communication session;
• automatically identifying an action and an object from the one or more user utterances using one or more speech recognition techniques;
• automatically accessing an action-object data set defining, for each of a plurality of action-object combinations, a transaction corresponding to that action-object combination;
• automatically identifying from the action-object data set the transaction corresponding to the action and object identified from the user utterance;
• and
• routing the communication session to a routing destination based on the identified transaction.

A computer-implemented system for facilitating call routing, the system comprising:

• data storage including an action-object data set defining, for each of a plurality of different action-object combinations, a transaction corresponding to that action-object combination;
• a dialog module that receives one or more user utterances from a user during a communication session;
• a language modeling engine coupled to the dialog module and configured to automatically identify an action and an object from the one or more user utterances using one or more speech recognition techniques, and identify from the action-object data set the transaction corresponding to the action and object identified from the user utterance;
• and
• a routing module coupled to the language modeling engine and configured to route the user communication to a routing destination based on the identified transaction.

A computer-readable medium including computer-executable instructions for facilitating call routing, comprising:

• instructions for receiving one or more user utterances from a user during a communication session;
• instructions for identifying an action and an object from the one or more user utterances using one or more speech recognition techniques;
• instructions for accessing an action-object data set defining, for each of a plurality of action-object combinations, a transaction corresponding to that action-object combination;
• instructions for identifying from the action-object data set the transaction corresponding to the action and object identified from the user utterance;
• and
• instructions for routing the communication session to a routing destination based on the identified transaction.