Patent ID: 7657005

Claim:
A method of processing calls received at an interactive voice response (IVR) server, the method comprising: receiving a telephone call at the IVR server; receiving caller identity data associated with the telephone call and receiving a text list of names of individuals associated with the caller identity data; dynamically creating multiple name recognition grammar patterns by generating a phonetic spelling of each name in the text list of names of individuals associated with the caller identity data; prompting a caller of the telephone call to speak a name associated with the caller; receiving and recording a spoken name from the caller; converting the spoken name into a speech recognition grammar pattern; selectively comparing the speech recognition grammar pattern associated with the spoken name to the multiple name recognition grammar patterns; determining a text string from the text list of names of individuals associated with the caller identity data corresponding to a name recognition grammar pattern that matches the speech recognition grammar pattern; comparing the text string to entries in a table to determine a gender of the caller, the table including a plurality of first names and an associated indication that a particular first name indicates the caller is one of a male caller and a female caller; assigning a title to the caller based on the gender of the caller when the text string matches an entry in the table; and forwarding the telephone call and the title to a service agent terminal.