Patent ID: 7460650

Claim:
A method of designing a customer interface for an automated speech recognition (ASR) call center, comprising: collecting data for a customer model, the customer model comprising at least recorded opening statements of customers to a call center and persona data representing customer personas; creating a task model comprising a set of action-object pairs, based on the recorded opening statements; creating a business rules model, representing routing destinations for customer calls; linking the customer model to the task model, such that the opening statements are assigned to action-object pairs; linking the task model to the business rules model, such that each action-object pair is assigned to a routing destination; creating an action-object frequency table indicative of the relative frequency of each action-object pair, based on the results of the step of linking the customer model to the task model; and designing an interface module for each action object pair; wherein the designing step is performed in substantially the order of the frequency table, from higher frequency action-object pairs to lower frequency action-object pairs; and wherein the designing step is based on the personal data.