Abstract: A method may include receiving, at a call center, a call from a customer, identifying an agent to handle the call and forwarding the call to the agent. The method may also include monitoring the call to identify whether one or more particular words or phrases was voiced by the customer or the agent, determining, based on the monitoring, that a first word or phrase of the one or more particular words or phrases was voiced and generating an alert or message to forward to a workstation associated with a supervisor in response to determining that the first word or phrase or was voiced. The method may further include forwarding the alert or message to the workstation associated with the supervisor.

Abstract: A method, system, and computer program product are provided for generating an Extensible Stylesheet Language (XSL) dialog modules (XDM). Voice Extensible Markup Language (VoiceXML) documents operating under voice portal applications employ a series of dialog modules that facilitate operational flow through the application by invoking specific caller-centric events. These dialog modules are divided into two components—XML and XSL dialog modules. The division of the modules causes a clean separation between data (the XML component) and behavior (the XSL component). The XSL component in conjunction with an XML framework operable with the XSL component forms an XDM. Because behavioral aspects remain consistent from application to application, a library of XDMs can be provided to facilitate reuse, thereby minimizing redundancy and reducing development time and cost, and facilitating rapid market entry for organizational products.

Abstract: A method, system, and computer program product are provided for generating an XDM. VoiceXML documents operating under voice portal applications employ a series of dialog modules that facilitate operational flow through the application by invoking specific caller-centric events. These dialog modules are divided into two components—XML and XSL dialog modules. The division of the modules causes a clean separation between data (the XML component) and behavior (the XSL component). The XSL component in conjunction with an XML framework operable with the XSL component forms an XDM. Because behavioral aspects remain consistent from application to application, a library of XDMs can be provided to facilitate reuse, thereby minimizing redundancy and reducing development time and cost, and facilitating rapid market entry for organizational products.

Abstract: An interactive speech recognition process and system is disclosed. A user is prompted for selection of one of a number designated phrases represented in a grammar database. Speech recognition processing is applied to an uttered response from the user to match data in the grammar database, thereby identifying the selected phrase. The user is requested to confirm a determined match. If the match is not confirmed, the data corresponding to the matched phrase is removed from the grammar database and the user is re-prompted to select from the remaining phrases.