Patent ID: 7467090

Claim:
A method of using web data for telephone self-service, via a speech application, said method comprising: pulling scripts for frequently-asked issues for all problem types from a relevant web domain using a web crawler; automatically parsing a content of said frequently-asked issues into speech acts relevant to a speech domain, by picking out verbs, verb phrases, nouns, noun phrases, adjective phrases, or adjunct clauses; reformatting said speech acts; creating a different number of steps corresponding to said speech acts, wherein a causality function is preserved, by keeping a sequential order of said verbs associated with said speech acts; analyzing all said speech acts corresponding to a specific problem; categorizing all said speech acts corresponding to said specific problem into multiples numbers of classes by counting, corresponding to different ranges of complexity of steps, based on a typical human's short-term memory limitations and recollection, wherein the classes comprise simple, medium, complex, and complex-complex; playing back a script of a content corresponding to said specific problem, according to said categorized classes, problem type of said specific problem, and frequently-asked issue associated with said specific problem; and providing a user interface for a user, to enable said user control and navigate said play back.