Patent ID: 8204746
Filing Date: 2012-06-19
Classification: G10L,H04M

Abstract:
1. A system for providing an automated call center inline architecture, comprising: a script engine to maintain prompts and a plurality of grammar references; a telephony interface to receive a call and to collect audio data using the prompts from the script engine, which are transmitted to the telephony interface via a message server; a speech server to perform distributed speech recognition, comprising: a confidence level module to assign confidence levels to each of the speech recognition results as an indication of accuracy of the distributed speech recognition; a placeholder module to assign a placeholder to at least a portion of the speech recognition results when the assigned confidence level for those results do not satisfy a predetermined threshold; an action module to perform an action based on a presence of the placeholder, wherein the action comprises querying the message server for additional speech recognition results; and an agent console to receive the speech recognition results and the placeholder as a display.