System, method and software for a speech-enabled call routing application using an action-object matrix

A system for routing a call, the system comprising:

• a processor;
• a computer readable medium, accessible to the processor, including processor-executable program instructions, wherein the program instructions, when executed by the processor, cause the processor to perform operations comprising:
• responding to detecting, in a caller utterance associated with a call from a caller, an indication of an available service and a task by:
• accessing a matrix indicating routing destinations for combinations of available services and tasks;
• identifying a routing destination associated with the caller utterance from the matrix;
• and
• routing the call to the routing destination identified;
• and
• responding to detecting, in the caller utterance, an indication of a task and failing to detect an indication of an available service by:
• accessing the matrix to identify available services associated with the task indicated in the caller utterance;
• and
• prompting the caller to indicate one of the available services identified.

A method for routing a call, the method comprising:

• responsive to detecting, in a caller utterance associated with a call from a caller, an indication of an available service and a task:
• accessing a matrix indicating routing destinations for combinations of available services and tasks;
• identifying a routing destination associated with the caller utterance from the matrix;
• and
• routing the call to the routing destination identified;
• and
• responsive to detecting, in the caller utterance, an indication of an available service and failing to detect an indication of a task:
• accessing the matrix to identify tasks associated with the available service indicated in the caller utterance;
• and
• prompting the caller to indicate one of the tasks identified.

A tangible computer-readable medium including stored program instructions, executable by a processor, the program instructions, when executed by the processor, performing operations comprising:

• responding to detecting, in a caller utterance associated with a call from a caller, an indication of an available service and a task by:
• accessing a matrix indicating routing destinations for combinations of available services and tasks;
• identifying a routing destination associated with the caller utterance from the matrix;
• and
• routing the call to the routing destination identified;
• and
• responding to detecting, in the caller utterance, an indication of a task and failing to detect an indication of an available service by:
• accessing the matrix to identify available services associated with the task indicated in the caller utterance;
• and
• prompting the caller to indicate one of the available services identified.