Abstract: A system and method are provided for defining and executing distributed multi-channel self-service communication systems. A voice system is provided that will assist a user of the system to query the system and receive feedback from the system which can lead to additional queries of the system in order for the user to use a phone-in system for informational purposes. A query is provided from a user in the form of spoken word. The spoken word is converted into a format for searching a knowledge database. The knowledge database is searched for at least one answer object and when found is presented to the user.

Abstract: A method of speech recognition is provided for use in searching a knowledge database. A spoken command is communicated to a system. The spoken command is responded to with a set comprising a plurality of keywords. The plurality of keywords is arranged in a best possible set of matches which set of matches is derived by mathematically combining a speech recognition confidence score and a keyword weighting score. The best possible set of matches is then provided to the user.