Patent ID: 8537979

Claim:
A method, comprising: upon receiving a telephone call from a caller, switching to interacting with the caller in a non-live agent mode; processing the call in the non-live agent mode; receiving an utterance from the caller; performing a machine selection of voice content to play to the caller based on the utterance by performing a linguistic analysis of the utterance by the caller to determine an appropriate topic among a plurality of relevant subject topics within a text knowledge base to play to the caller; creating a navigation topic question comprising a plurality of different subject topics related to the appropriate topic and forwarding the navigation topic question to the caller; receiving a subject topic selection among the plurality of different subject topics and identifying the machine-selected voice content to play to the caller based on the subject topic selection; playing the identified machine-selected voice content to the caller based on the determined appropriate topic in the text knowledge base; while in the non-live agent mode, upon receiving a request to speak to a live agent from the caller, switching to a live agent mode wherein a live agent holds a conversation with the caller, wherein said switching to a live agent mode comprises selecting the live agent based on expertise of the live agent to answer questions by the caller; and selectively switching to the non-live agent mode and playing the live agent-selected voice content to the caller.