Patent ID: 7689425

Claim:
A call routing system for providing information requested by a client with a wired/wireless communication terminal by using a counselor and a speech recognition engine, comprising: a speech recognition engine for recognizing client's speech and outputting corresponding character information and speech recognition results; a first counselor group terminal for reproducing a client's recorded speech file transmitted from the speech recognition engine, the client's speech being recorded in the client's recorded speech file, and allowing a first counselor group having a plurality of counselors to hear the reproduced speech file, and displaying a recognition word list recognized by the speech recognition engine so that a counselor of the first counselor group may search information requested by the client and provide corresponding information; a second counselor group terminal for allowing a second counselor group having a plurality of counselors to directly hear the client's speech so that a counselor of the second counselor group may search information requested by the client and provide corresponding information; and a main server for: performing guidance according to a scenario for providing information to the client, controlling the speech recognition engine to perform a first recognition of the client's speech, when a result of the first recognition by the speech recognition engine is less than a predefined reference value, transmitting the client's recorded speech file and a recognition word list recognized by the speech recognition engine to the first counselor group terminal to thus allow a second recognition by the counselor of the first counselor group, and when the second recognition by the counselor of the first counselor group has failed, directly call-connecting the second counselor group terminal and the client's wired/wireless communication terminal and allowing a counselor of the second counselor group to directly hear the client's speech to thus allow a third recognition by the counselor of the second counselor group.