Patent ID: 8325884
Filing Date: 2012-12-04
Classification: H04M

Abstract:
1. Computer-readable memory media for implementing an automated call routing application in a speech enabled call center environment, including instructions executable to: receive a call from a caller; compare one or more characteristics of the call with a set of call center conditions; communicate a condition message to the caller in response to a match between a characteristic of the call and at least one of the set of call center conditions; initiate a speak-freely dialog module operable to receive and interpret natural language utterances from the caller; elicit a natural language utterance from the caller indicating caller selection of an available call center transaction; analyze the natural language caller utterance to identify speech included in the natural language caller utterance; if the identified speech includes a second indication of an agent request, present a transfer-to-agent message to the caller and transfer the call to a selected agent; if the identified speech includes a first vague call center transaction selection, prompt the caller for an additional natural language caller utterance indicating selection of a call center transaction; if the identified speech includes a second vague call center transaction selection, present a menu of options to the caller to which the caller may respond by selecting a call center transaction from the menu of options; if the identified speech includes a known action-unknown object combination, initiate a dialog module with the caller operable to elicit identification of an object associated with the known action; if the identified speech includes a known object-unknown action combination, initiate a dialog with the caller operable to elicit identification of an action associated with the known object; upon identification of a known action-object combination, access a look-up table including routing destinations for service agents operable to service selected action-object combinations; and route the call to a destination associated with the known action-object combination.