Patent Document ID: 8566104
Application ID: 13287004

Base Claim:
1. A computer-implemented method used in conjunction with an automated speech response system, the method comprising: during an interactive dialog session between a user and an automated speech response system, determining a plurality of user responses to dialog prompts; detecting non-valid user responses from the plurality of user responses; assigning error weights to the non-valid user responses, wherein different non-valid user responses are assigned different error weights; for each one of the non-valid user responses, adjusting an error score for the interactive dialog session based upon the error weight assigned to the one of the non-valid user responses; and when a value of said error score exceeds a previously established error threshold, automatically transferring said user from the automated speech response system to a human agent.

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Claim 7:
7. The method of claim 1 , further comprising: for each one of the non-valid user responses for which the value of the error score does not exceed the previously established error threshold, subsequent to the adjusting, presenting an error prompt associated with the one of the non-valid user responses, wherein different non-valid user responses are associated with different error prompts.