Patent ID: 8027458
Filing Date: 2011-09-27
Classification: H04M

Abstract:
1. A method for operating a telephonic voice content system, the method, comprising: upon receiving a telephone call from a caller, switching to interacting with the caller in a non-live agent mode and processing the call in the non-live agent mode comprising receiving an utterance from the caller, performing a machine selection of voice content to play to the caller based on the utterance, and playing the machine-selected voice content to the caller; while in the non-live agent mode, upon receiving a request to speak to a live agent from the caller, switching to a live agent mode wherein a live agent holds a conversation with the caller, and performs a selection operation to select voice content to play to the caller based on a request for information by the caller; wherein if said selection operation fails in a case where there is no voice content matching the information the live agent provides the information, and logs an entry to indicate the lack of voice content matching the information; wherein said switching comprises selecting the live agent based on expertise of the live agent to answer questions by the caller; and selectively switching to the non-live agent mode and playing the live agent-selected voice content to the caller.