At&t Intellectual Property I, LP

Interactions Corporation

Sbc Knowledge Ventures, L.p.

Sarah Korth

Robert Randal Bushey

Benjamin Anthony Knott

John M Martin

Marc Goldstein

Systems and methods for processing audio are provided. The system may include a processor to convert an audio input received via a call to text. The processor may perform a comparison between a portion of the text to one or more phrases included in a table. The processor may also make a selection of at least one of a first object or a first action based on the comparison. The processor may further route the call based on the at least one of the first object or the first action.

System and method for processing speech

In a particular embodiment, a method includes determining, at a processor, a first destination based on a communication associated with a source, wherein an account is associated with the source. The method further includes determining a storage value associated with the account, wherein the storage value is associated with an amount of available storage associated with the account. The method further includes routing the communication based on a comparison of the storage value to a threshold.

System and method for speech-enabled call routing

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.

Method, system and software for implementing an automated call routing application in a speech enabled call center environment

A method is disclosed that includes retrieving first data associated with a call from an action-object table. The method further includes retrieving second data from a resolution table based on the first data. The second data indicates a treatment type to be provided to the call. The method further includes, in response to determining that the treatment type indicates a particular treatment type, servicing the call with the particular treatment type. The particular treatment type includes routing the call to a destination associated with a call center.

System and method of determining call treatment of repeat calls

In a particular embodiment, a method includes receiving a communication from a source. The communication is associated with an account of the source. The method further includes determining, at a processor, whether a time period satisfies a threshold time period. The time period is associated with a voice message box having a particular status. The method further includes routing the communication to a first destination based on a determination that the time period satisfies the threshold time period.

A method includes accessing information associated with a call at an attendant interaction module. The call is associated with a task. The information associated with the call includes a first action object identifier, a first result identifier, and a first reason identifier. The first action object identifier is associated with the task, the first result identifier indicates a status of the task, and the first reason identifier includes information related to the first result identifier. The method includes generating an attendant interaction signal subsequent to receiving the information associated with the call.

Call routing system and method of using the same

A method includes receiving speech of a call from a caller at a processor of a call routing system. The method includes using the processor to determine a first call destination for the call based on the speech. The method includes using the processor to determine whether the caller is in compliance with at least one business rule related to an account of the caller. The method includes routing the call to the first call destination when the caller is in compliance with the at least one business rule and routing the call to a second call destination when the caller is not in compliance with the at least one business rule.

Systems and methods for processing speech are provided. A system may include a speech recognition interface and a processor. The processor may convert speech received from a call at the speech recognition interface to at least one word string. The processor may parse each word string of the at least one word string into first objects and first actions. The processor may access a synonym table to determine second objects and second actions based on the first objects and the first actions. The processor may also select a preferred object and a preferred action from the second objects and the second actions.

A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call. The method also includes determining whether the repeat call is to receive a first treatment type. The method further includes servicing the repeat call with the first treatment type when the repeat call is determined to receive the first treatment type. The method includes servicing the repeat call with a second treatment type when the repeat call is determined to not receive the first treatment type. The second treatment type includes providing access to a self-service automated system.

A particular method of using a call routing system includes generating a first action object identifier associated with a task, a first result identifier associated with the task, and a first reason identifier at a first module in response to a call using a processor of the call routing system. The first result identifier has a value that indicates a status of the task. The first reason identifier includes information related to the first result identifier. The method also includes routing the call from the first module to a second module using the processor, based at least in part on the first action object identifier, the first result identifier, and the first reason identifier.

A call service center can include a call routing system that can use one or more action object identifiers. In one embodiment, a future action object identifier is associated with a task that is desired or otherwise intended to be performed at the call service center. The call routing system may route the call to a module that is not associated with the future action object identifier or perform a portion of a task within the same module, wherein the portion of the task is not associated with the future action object identifier. In another embodiment, at least two action object identifiers can be passed with a call from one module to another module. In a particular embodiment, a past, current, or future action object identifier, other information related to the call, or any combination thereof may be passed from one module to another module with the call.

A method and system of routing calls. In a particular embodiment, the method includes prompting a caller of a call for caller information with a first system. The first system has a first interface characteristic. The method further includes selecting a destination for the call based on the caller information. The destination has a second interface characteristic. The method also includes identifying a call interface characteristic change based on a difference between the first characteristic and the second characteristic, and advising the caller of the call interface characteristic change prior to routing the call.

System and method for routing calls

A method of processing a call is disclosed. The method can transform speech input from a caller of a call into text and convert the text into an object and an action. The method determines a call destination based on the object and the action. The method can route the call to a destination when a caller is not in compliance with at least one business rule. The method can further route the call to the call destination when the caller is in compliance.

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Chicago, IL, United States of America

Sarah Korth