Patent ID: 7412260
Filing Date: 2008-08-12
Classification: G06F,G06Q,G10L,H04L,H04M,H04W

Abstract:
1. A method for routing call failures, comprising the steps of; connecting a remote terminal to a location-based services system; receiving from said remote terminal an identifier of said remote terminal and an unrestricted voice-based inquiry for information, wherein said voice-based inquiry is a question or statement for a business product or a business service, said voice-based inquiry is voluntarily composed by a user of said remote terminal; determining a geographic location of said remote terminal; recognizing words included in said voice-based inquiry with a voice recognition application; interpreting a context and meaning of said recognized words in said voice-based inquiry with a natural language processing application; with said natural language processing application, identifying from among a plurality of businesses listed within said location-based services system, a business that can provide a response to said the voice-based inquiry for said business product or said business service based on said interpretation of said recognized words and said geographic location of said remote terminal, and preparing a structured request to said identified business in response to both said voice recognition application and said natural language processing application successfully processing said voice-based inquiry; from business specific information of said identified business, generating with said location-based services system, for receipt by said remote terminal, a geographically targeted response to said voice-based inquiry that is responsive to said interpretation; and in response to failure of said voice recognition application or said natural language processing application to process said voice-based inquiry to a predetermined level of accuracy, routing said remote terminal connection and said identifier to a call center server to process said voice-based inquiry; said call center server generating a location data request that is transmitted to a location server with said identifier; receiving a location value and said identifier from said location server with said call center server; said call center server generating an operator message that includes said identifier and said location value; and forwarding said operator message to a call center.