Abstract: A method of and system for accurately determining a caller response by processing speech-recognition results and returning that result to a directed-dialog application for further interaction with the caller. Multiple speech-recognition engines are provided that process the caller response in parallel. Returned speech-recognition results comprising confidence-score values and word-score values from each of the speech-recognition engines may be modified based on context information provided by the directed-dialog application and grammars associated with each speech-recognition engine. A context database is used to further reduce or add weight to confidence-score values and word-score values, remove phrases and/or words, and add phrases and/or words to the speech-recognition engine results. In situations where a predefined threshold-confidence-score value is not exceeded, a new dynamic grammar may be created. A set of n-best hypotheses of what the caller uttered is returned to the directed-dialog application.

Abstract: A method of redirecting a directory-assistance call includes receiving a directory-assistance request from a caller, determining via a free directory-assistance service whether information corresponding to the directory-assistance request is available, responsive to a determination that the information is available, presenting, to the caller, the information free of charge to the caller and, responsive to a determination that the information is not available, redirecting the directory-assistance call to a chargeable directory-assistance service.

Abstract: The present invention enhances directory assistance automation by searching traditional directory assistance databases with independent listing and locality queries. Initially, a caller's speech responses from a directory assistance inquiry are individually converted to independent listing and locality search queries. The listing and locality queries are determined by processing the caller's speech responses using a defined speech recognition grammar. The listing and locality queries are used to search a directory assistance database. Once the listing results are returned from the directory assistance database, the records in the listing results are analyzed to select a number for the caller's directory assistance request.