Patent ID: 8204746

Claim:
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: one or more secondary recognizers to receive the grammar references from the script engine via the message server and to determine speech results by applying the grammar references to the audio data; and a main recognizer to form a new grammar from the speech results and to identify speech recognition results by applying the new grammar to the audio data; 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.