Patent ID: 8605885

Claim:
A method, comprising: receiving by a call center a call from a caller, the call comprising utterances from the caller; routing the call to a customer service representative of the call center, wherein the customer service representative interacts with a computer device during the call, wherein the computer device comprises a display; processing the utterances with an automated assistant computing device to recognize speech in the utterances, wherein the automated assistant computing device is in communication with the computer device of the customer service representative; assigning a first score that indicates a degree of accuracy associated with the recognized speech in the utterances; determining, by the automated assistant computing device, a concept of the utterances based at least in part on the assigned first score; assigning a second score that indicates a degree of accuracy associated with the determined concept to the recognized speech; matching the determined concept to information in a knowledge database based at least in part on a predetermined mapping between one or more concepts and one or more informational entities; and displaying the information from the knowledge database on the display of the computer device of the customer service representative based at least in part on the matching and the assigned second score.