System, method and software for transitioning between speech-enabled applications using action-object matrices

A method for facilitating user transaction selections in a call center environment employing an automatic call router and one or more transaction service agents, comprising:

• obtaining transaction selection information from a user utterance;
• identifying a service agent destination associated with the transaction selection information and with a service agent operable to assist in performance of the transaction selection;
• routing the user, via the automatic call router, to the service agent operable to assist performance of the transaction selection;
• forwarding at least a portion of the transaction selection information obtained from the user utterance to the service agent;
• and
• initiating performance of the selected transaction at the service agent based on one or more aspects of the forwarded transaction selection information.

Software for facilitating transitions between speech-enabled applications using action-object matrices, the software embodied in computer readable media and when executed operable to:

• identify a transaction selection included in a user utterance;
• pass the transaction selection to an automatic call router operable to route callers according to a match between contents of a user utterance and an action-object matrix delineating a plurality of available call center transactions;
• route the user, via the automatic call router, to a service agent associated with the user utterance content and action-object match, the service agent operable to assist in performance of at least a portion of the transaction selection;
• and
• forward one or more aspects of the user utterance and action-object match to the service agent for use in assisting performance of the transaction selection.