发明名称 |
METHOD, SYSTEM AND SOFTWARE FOR IMPLEMENTING AN AUTOMATED CALL ROUTING APPLICATION IN A SPEECH ENABLED CALL CENTER ENVIRONMENT |
摘要 |
<p>A system, method and software for implementing an automated call routing application in a speech enabled call center environment are provided. In operation, the invention provides for the identification of a call center transaction selection from a natural language user utterance and the invocation of one or more scripts operable to route the user to a call center service agent configured to service the selected transaction. In the event a transaction selection cannot be readily identified or can only be partially identified, the invention provides for the initiation of a dialog module or script directed to eliciting a discernable transaction selection and/or the presentation of one or more menus from which the user may select an available call center transaction.</p> |
申请公布号 |
KR20070047363(A) |
申请公布日期 |
2007.05.04 |
申请号 |
KR20077006833 |
申请日期 |
2007.03.26 |
申请人 |
AT&T KNOWLEDGE VENTURES, L.P. |
发明人 |
BUSHEY ROBERT R.;KNOTT BENJAMIN A.;GOLDSTEIN MARC;KORTH SARAH |
分类号 |
H04M3/51;G06Q99/00 |
主分类号 |
H04M3/51 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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