Patent ID: 7966176

Claim:
A computer-implemented method, comprising: recognizing, at a call routing system comprising a processor and a memory, phonemes of an utterance using an acoustical model; creating word strings based on the recognized phonemes of the utterance; parsing the word strings to identify actions and objects; creating a table comprising terms, the terms including the actions and the objects; identifying a dominant term of the table via the processor; when the dominant term is an action, masking actions of the table that are not the dominant term and masking objects of the table that are identified as invalid objects with reference to the dominant term; when the dominant term is an object, masking objects of the table that are not the dominant term, masking actions of the table that are identified as invalid actions with reference to the dominant term, determining a corresponding confidence level of each action of the table based on the dominant term, and modifying the corresponding confidence level of each action of the table based on a likelihood that the action is consistent with the dominant term; selecting a particular term from the table as a complementary term and pairing the complementary term with the dominant term to form an action-object pair; and routing a call received by the call routing system based on the action-object pair.