Patent ID: 7136476
Filing Date: 2006-11-14
Classification: G10L,H04M

Abstract:
1. A method of facilitating a dialog for a caller, the dialog being switchable from an automated speech recognition (ASR) path to an operator-assisted (OP) path, the method comprising: providing a series of one or more ASR sub-dialogs, each sub-dialog including a prompt requesting information from the caller and a response from the caller; performing an ASR analysis of each received response, wherein each ASR analysis may be successful or unsuccessful; after each ASR sub-dialog, branching the dialog to the OP path if the ASR analysis for that sub-dialog is not successful; and providing a configuration switch after a particular ASR sub-dialog that can be set to branch the dialog to the OP path for one or more subsequent ASR sub-dialogs even if the ASR analysis for the caller's response in the particular ASR sub-dialog is successful; wherein the configuration switch is controlled based at least on a success rate of ASR analyses of previously received caller responses for an ASR sub-dialog that follows the particular ASR sub-dialog in the series of ASR sub-dialogs.