Patent ID: 7103553

Claim:
A call center information processing system capable of processing unstructured voice input, comprising: an input port adapted for coupling to a call center telephone switch through which unstructured voice input from an incoming caller is received; an automatic speech recognition system receptive of said unstructured voice input and operative to convert said unstructured voice input into unstructured text data; a semantic categorization system receptive of said unstructured text data and operative to convert said unstructured text data into structured data based on features; a data management system receptive of said structured data and operative to access at least one database of supplemental data and to form associations between said structured data and said supplemental data; a presentation system communicating with said data management system for providing information to a call center agent based on at least one of said structured data and said supplemental data; wherein said semantic categorization system employs a parsing system; and wherein said parsing system employs global parser to classify a call according to semantic categories consisting of sets of keywords.