Patent ID: 8218754

Claim:
A computer system for call center processing, comprising: a processor configured to access memory media, wherein the memory media include processor instructions for facilitating user transaction selections in a call center environment employing an automatic call router and one or more transaction service agents, the processor instructions executable to: obtain transaction selection information from a user utterance received on a user call; identify a service agent destination associated with the transaction selection information and with a service agent operable to assist in performance of the transaction selection; identify, for use by the service agent, an action-object combination from the forwarded transaction selection information; route the user call, via the automatic call router, to the service agent operable to assist performance of the transaction selection; forward at least a portion of the transaction selection information obtained from the user utterance to the service agent; initiate performance of the selected transaction at the service agent based on one or more aspects of the forwarded transaction selection information; search an action-object matrix associated with the automatic call router for a match with action-object combination identified from the user utterance, the action-object matrix identifying available transactions; reference a lookup table associated with the automatic call router action-object matrix, the lookup table including service agent destinations associated with service agents operable to assist performance of the transactions identified in the action-object matrix; and prompt the user for additional information in response to a determination of an insufficiency in the forwarded transaction selection information to identify an action-object combination available in the service agent action-object matrix.