Patent Document ID: 7751551
Application ID: 11032495

Base Claim:
1. A method of processing a call comprising: receiving speech input from a caller; using phonemes to convert the received speech input into one or more word strings in accordance with an acoustic model; converting the one or more word strings into one or more actions and one or more objects in accordance with a semantic model; assigning an action confidence level to each action of the one or more actions, wherein the action confidence level represents a probability that a particular action reflects an intended caller action; assigning an object confidence level to each object of the one or more objects, wherein the object confidence level represents a probability that a particular object reflects an intended caller object; determining an action-object pair that represents a highest confidence level action and a highest confidence level object; determining a desired call destination based on the action-object pair using a routing table; determining whether the caller is in compliance with a first business rule related to a maximum amount of time for a voice message box of the caller to be full; routing the call to a second call destination when the caller is not in compliance with the first business rule, wherein the caller is prompted to comply with the first business rule at the second call destination; and upon compliance with the first business rule, routing the call to the desired call destination.

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Claim 2:
2. The method of claim 1 , further comprising: determining whether the caller is in compliance with a second business rule related to late payment; routing the call to a third call destination when the caller is not in compliance with the second business rule; and upon compliance with the second business rule, routing the call to the desired call destination.