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US 2006/0153345 A1Published application
System and method for speech-enabled call routing
AssigneeSBC Knowledge Ventures, L.P.
InventorsRobert Bushey, Benjamin Knott, Sarah Korth
Life of this patent
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Abstract
A method of processing a call is disclosed. The method can transform speech input from a caller of a call into text and convert the text into an object and an action. The method determines a call destination based on the object and the action. The method can route the call to a destination when a caller is not in compliance with at least one business rule. The method can further route the call to the call destination when the caller is in compliance.
Claims29
A method of processing a call comprising:
- transforming speech input from a caller of a call into text;
- converting the text into an object and an action;
- determining a first call destination based on the objects and the action;
- routing the call to a second call destination when the caller is not in compliance with at least one business rule.
1 more element
A system comprising:
- a call routing system having a processor, the call routing system configured to convert speech input from a caller into an object and an action;
- an action-object routing module configured to determine a first destination for the call based on the object and the action;
- wherein the call routing system routes the call to a second destination when the caller is not in compliance with at least one business rule.
A system comprising:
- an acoustic model configured to accept speech input and to produce text at its output;
- a semantic model responsive to the acoustic model to produce an action and an object in responsive to the text;
- a call routing module responsive to the semantic model to provide a routing destination based on the action and the object;
- and
- wherein the routing destination is determined based on at least one of a current routing destination, a future routing destination and a prior routing destination.
2 more elements
Dependencies are inferred from the claim text.