Method and system for an automated departure strategy

A program product for automated playback of caller utterances upon default to an operator in a directory assistance system, the program product comprising:

• a computer-usable medium;
• and
• computer instructions encoded in the computer-usable medium, wherein the computer instructions, when executed, perform operation comprising:
• receiving multiple utterances spoken by a caller interacting with a directory assistance system;
• determining when one of the utterances satisfies an error condition;
• transferring the caller to an operator on an occurrence of the error condition;
• in response to determining that one of the utterances satisfies the error condition, automatically determining whether an automated speech recognition (ASR) engine recognized a preceding utterance among the multiple utterances with high confidence;
• and
• if the preceding utterance has been recognized with high confidence, automatically playing the preceding utterance to the operator, and automatically playing the utterance that satisfied the error condition to the operator, such that the operator hears the utterance that satisfied the error condition in context with the preceding utterance that was recognized with high confidence.

A method for automated playback of caller utterances upon default to an operator in a directory assistance system, the method comprising:

• receiving multiple utterances spoken by a caller interacting with a directory assistance system, the utterances including a most recent utterance and at least one prior utterance;
• determining whether the most recent utterance satisfies an error condition;
• automatically transferring the caller to an operator in response to a determination that the most recent utterance satisfies the error condition;
• determining whether the prior utterance was recognized by an automated speech recognition (ASR) engine;
• and
• in response to determining that the prior utterance was recognized by the ASR engine, automatically playing both the most recent utterance and the prior utterance to the operator, such that the operator hears an utterance that satisfied the error condition in context with a preceding utterance that was successfully recognized.