Patent ID: 6269153
Filing Date: 2001-07-31
Classification: H04M

Abstract:
A call routing system for routing a call to a desired destination, comprising:a caller interface for conveying information to a caller and receiving caller information from the caller for use in routing of a call;a routing module for routing a call to a desired destination based on caller information received by the caller interface, the routing module being operative to formulate a query based on terms contained within the caller information, the routing module being further operative to determine a match between the query and one of a plurality of documents, each of the plurality of documents being associated with a destination, the routing module being operative to route the call to the destination associated with the document matching the query, the routing module being further operative to detect ambiguity in the match between the query and the one of the plurality of documents;a disambiguation module for disambiguating an ambiguous match between the query and one of the plurality of documents, the disambiguation module being operative to create one or more disambiguating questions to be provided to the caller through the caller interface, the disambiguation module being further operative to receive an answer to the disambiguating questions from the caller interface, the disambiguation module being operative to add information from the answer to the disambiguating questions to the query to produce a refined query, the disambiguation module being further operative to return the refined query to the routing module for use by the routing module in routing the call; anda training system for creating the plurality of documents, the training system being operative to receive a plurality of calls and store caller contributions to each call, each call being routed to a destination by a human operator, the training system being operative to create the plurality of documents by storing in each document associated with each of the destinations all terms of each call routed to the destination.