Abstract: A system and method of targeted tuning of a speech recognition system are disclosed. A particular method includes detecting that a frequency of occurrence of a particular type of utterance satisfies a threshold. The method further includes tuning a speech recognition system with respect to the particular type of utterance.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: A system and method of targeted tuning of a speech recognition system are disclosed. A particular method includes detecting that a frequency of occurrence of a particular type of utterance satisfies a threshold. The method further includes tuning a speech recognition system with respect to the particular type of utterance.

Abstract: A system and method of targeted tuning of a speech recognition system are disclosed. A particular method includes detecting that a frequency of occurrence of a particular type of utterance satisfies a threshold. The method further includes tuning a speech recognition system with respect to the particular type of utterance.

Abstract: A system and method for remote speech recognition includes one or more customer premise equipment, a speech engine, and a communication engine. The customer premise equipment interfaces with a host from which the customer premise equipment is remotely located. The speech engine, remotely located from the host, recognizes a plurality of speech spoken by a user of the customer premise equipment and translates the speech into the language of the host. The speech engine further converts the recognized speech into one or more text data packets where the text data packets include the recognized speech as data instead of voice. The communication engine encrypts the text data packets and transmits the text data packets to the host. Transmitting data instead of voice to the host reduces the computational demands on the host. Additionally, the communication engine receives a plurality of information from the host.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: A system and method of targeted tuning of a speech recognition system are disclosed. In a particular embodiment, a method includes determining a frequency of occurrence of a particular type of utterance method and includes determining whether the frequency of occurrence exceeds a threshold. The method further includes tuning a speech recognition system to improve recognition of the particular type of utterance when the frequency of occurrence of the particular type of utterance exceeds the threshold.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.