Patent ID: 8107610
Filing Date: 2012-01-31
Classification: H04M

Abstract:
1. A method of processing a call to a call distribution point, comprising: receiving a freeform spoken natural language request from a caller to the call distribution point; parsing the freeform spoken natural language request for keywords indicating a nature of the freeform spoken natural language request; assigning a call recipient to service the request based on the nature of the request and based on a database of call recipient profiles; acknowledging, via spoken natural language, receipt of the freeform spoken natural language request to the caller and providing an estimate of time before the call recipient will be able to service the call; and obtaining a non-telephone number contact address for the caller from a pre-stored caller profile at which the call recipient is to contact the caller, wherein the pre-stored profile contains a plurality of contact addresses for the caller that are organized in accordance with a time of day that is preferred to be used in a call back.