Patent Document ID: 8073699
Application ID: 11204510

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, wherein the assigning comprises categorizing each non-valid user response into one of a plurality of categories and assigning to each non-valid user response an error weight based at least in part upon the one of the plurality of categories into which that non-valid user response is categorized; 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 6:
6. 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.