Method and apparatus of processing caller responses

摘要

Disclosed is a method, apparatus, system and non-transitory computer program product configured to process user call responses and assign caller specific preferences to the user based on the caller's feedback. One example method of processing spoken words from a user of a calling platform may include operations, such as calling a user via a call processing device, and sending a call prompt message to the user after the user has answered the call, the call prompt message soliciting a user response. The user may respond and the response is received as a spoken call greeting from the user in response to the call prompt message. Other operations may include recording the spoken call greeting, and determining whether the spoken call greeting is indicative of a language preference. The system may process the user's word or utterances and assign language preferences to the user based on the user provided information.

主权项

1. A method, comprising:
sending a call prompt message to a user after the user has answered a call, the call prompt message soliciting a user response; receiving a spoken call greeting from the user in response to the call prompt message, the spoken call greeting comprising at least one initial utterance; performing an initial determination as to whether the at least one initial utterance of the spoken call greeting is indicative of a language preference via a first language preference characterization operation; assigning an initial numerical confidence level value to the at least one initial utterance by retrieving and matching at least one pre-stored word or phrase to the at least one initial utterance, wherein the initial numerical confidence level is based on a relative strength of the at least one initial utterance being indicative of the language preference; and confirming the initial determination based on at least one additional utterance spoken after the at least one initial utterance by performing at least one additional language preference characterization operation to the at least one additional utterance spoken.