The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Dec. 04, 2012
Filed:
Nov. 18, 2009
Robert R. Bushey, Cedar Park, TX (US);
Benjamin A. Knott, Round Rock, TX (US);
Marc Goldstein, Montreal, CA;
Sarah Korth, Chicago, IL (US);
Robert R. Bushey, Cedar Park, TX (US);
Benjamin A. Knott, Round Rock, TX (US);
Marc Goldstein, Montreal, CA;
Sarah Korth, Chicago, IL (US);
AT&T Intellectual Property I, L.P., Atlanta, GA (US);
Abstract
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.