Method and system of providing interactive speech recognition based on call routing

A method comprising:

• storing data records in a database, the records corresponding, respectively, to a plurality of telephone call destinations;
• prompting a telephone caller for a voice input;
• receiving an utterance from the caller in response to the prompting step;
• applying speech recognition processing to the received utterance;
• matching the utterance to one of the stored records in accordance with the speech recognition processing;
• directing the telephone call to the destination corresponding to the matched record;
• determining that the call thereafter has been directed to a second destination corresponding to another one of the stored records;
• and
• mapping the utterance to the second destination.

Apparatus comprising:

• a grammar database configured to store a plurality of selected phrases corresponding, respectively, to a plurality of destinations to which a user may be directed;
• speech recognition logic coupled to the grammar database and configured to match received audio input from the user to a destination corresponding a phrase stored in the grammar database;
• an acoustic model database coupled to the speech recognition logic and configured to provide a level of confidence for matching by the speech recognition logic;
• wherein, in response to redirection of the user from a first destination matched by the speech recognition logic to a second destination, the received audio input is mapped to the second destination.

A system comprising:

• an interactive voice response unit configured to generate a prompt to a caller for a voice input of one of a plurality of designated phrases corresponding, respectively, to stored data records associated with respective call destinations;
• speech recognition logic coupled to the interactive voice response unit and configured to receive audio input from the caller;
• a grammar database coupled to the speech recognition logic, the grammar database comprising data representations of the designated phrases;
• wherein an utterance from the caller, received in response to a prompt, is matched to one of the stored records for directing the call to the associated destination;
• and
• if the call thereafter has been redirected to a second destination corresponding to another one of the stored records, the utterance is mapped to the second destination.