1
Robert R Bushey, Benjamin Anthony Knott, John Mills Martin, Sarah Korth: System and method for speech recognition-enabled automatic call routing. SBC Knowledge Ventures, Toler Schaffer, July 10, 2007: US07242751 (23 worldwide citation)

A system and method are disclosed for processing a call by receiving caller input in a speech format and utilizing phonemes to convert the speech input into word strings. The word strings are then converted into at least one object and at least one action. A synonym table is utilized to determine ac ...


2
Robert R Bushey, Benjamin Anthony Knott, Sarah Korth: System and method for speech-enabled call routing. AT&T Intellectual Property I, Toler Law Group, July 6, 2010: US07751551 (17 worldwide citation)

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 ca ...


3
Robert R Bushey, Benjamin A Knott, Marc Goldstein, Sarah Korth: Method, system and software for implementing an automated call routing application in a speech enabled call center environment. AT&T Intellectual Property I, Jackson Walker L, November 24, 2009: US07623632 (15 worldwide citation)

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 ...


4
Robert R Bushey, Benjamin Anthony Knott, Sarah Korth: System and method of determining call treatment of repeat calls. AT&T Intellectual Property I, Toler Law Group, December 22, 2009: US07636432 (14 worldwide citation)

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, determining whether the repeat call is to receive a first treatment type and servicing the repeat call with the first treatment type when the repeat call is ...


5
Benjamin Anthony Knott, Robert R Bushey, Sarah Korth: System and method for routing calls. AT&T Intellectual Property I, Toler Law Group, January 4, 2011: US07864942 (11 worldwide citation)

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 i ...


6
Robert R Bushey, Sarah Korth: Call routing system and method of using the same. AT&T Intellectual Property I, Toler Law Group, August 23, 2011: US08005204 (9 worldwide citation)

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 rou ...


7
Robert R Bushey, Sarah Korth, Benjamin Anthony Knott: Call routing system and method of using the same. AT&T Intellectual Property I, Toler Law Group, February 2, 2010: US07657020 (8 worldwide citation)

A call routing system can be used to route calls. An action object identifier, a result identifier, and a reason identifier can be generated in response at least in part to a call. The call can be routed by the call routing system based at least in part on the action object identifier, the result id ...


8
Robert R Bushey, Benjamin A Knott, John M Martin, Sarah Korth: System and method for processing speech. AT&T Intellectual Property I, Toler Law Group, May 18, 2010: US07720203 (7 worldwide citation)

Systems and methods for processing speech are provided. A system may include an acoustic model to transform speech input into one or more word strings. The system may also include a semantic model to convert each of the one or more word strings into a detected object and a detected action. The syste ...


9
Robert R Bushey, Benjamin Anthony Knott, Sarah Korth: System and method for speech-enabled call routing. AT&T Intellectual Property I, Toler Law Group PC, August 6, 2013: US08503662 (6 worldwide citation)

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 ...


10
Robert R Bushey, Benjamin Anthony Knott, Sarah Korth: System and method of determining call treatment of repeat calls. AT&T Intellectual Property I, Toler Law Group PC, October 23, 2012: US08295469 (6 worldwide citation)

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 ...