Lucent Technologies Inc.

Robert Lee Carpenter

Jennifer Chu-Carroll

An automatic call routing system for directing a call to a desired destination. The routing system poses questions to a caller and uses the caller's responses create a query which is used to direct the call to a destination associated with one of a plurality of documents created during a training phase. The documents are created by receiving calls, collecting caller contributions to each call, directing each call to a destination by a human operator, and storing and processing the caller contributions to each call directed to a particular destination. If a caller's responses do not permit a call to be unambiguously routed to a destination, the routing system poses clarifying questions and receives caller responses. The caller responses are used to create a refined query for use in a subsequent attempt to route the call.

Growing community of inventors

New York, NY, United States of America

Robert Lee Carpenter