US 11,750,740 B2
Intelligent speech-enabled scripting
Thomas V. Curtin, Madison, WI (US); Alena L. Aiken, Monona, WI (US); Kevin Mark Beale, Stoughton, WI (US); Wayne Paul Waldner, Richland Center, WI (US); Daniel R. Cropp, McFarland, WI (US); and Alan D. Tucker, Madison, WI (US)
Assigned to AMERICAN TEL-A-SYSTEMS, INC., McFarland, WI (US)
Filed by American TEL-A-Systems, Inc., McFarland, WI (US)
Filed on Apr. 20, 2021, as Appl. No. 17/234,869.
Application 17/234,869 is a continuation of application No. 16/258,341, filed on Jan. 25, 2019, granted, now 11,032,416.
Prior Publication US 2021/0243299 A1, Aug. 5, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/42 (2006.01); H04M 3/436 (2006.01); G10L 13/08 (2013.01); G10L 15/22 (2006.01); H04M 3/523 (2006.01); H04M 3/54 (2006.01)
CPC H04M 3/436 (2013.01) [G10L 13/08 (2013.01); G10L 15/22 (2013.01); H04M 3/523 (2013.01); H04M 3/541 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system, comprising:
an applications server configured to communicatively couple to a softswitch, a resource server comprising a speech-recognition engine, and a database, the applications server configured to:
receive an indication that a call from a calling party directed to a called number was received;
determine, in response to the indication that the call was received, whether an agent is available to answer the call;
prior to routing the call, determine, based at least in part on the determination of whether an agent is available to answer the call, whether to route the call to an available agent determined from a plurality of agents associated with a call center or to a speech-enabled intelligent script associated with one of the called number or the calling party; and
based on the determination of whether to route the call to an available agent or to a speech-enabled intelligent script, instruct the softswitch to route the call to either the available agent or the speech-enabled intelligent script, the speech-enabled intelligent script configured to guide a user on the call through the speech-enabled intelligent script using one or more of pre-recorded prompts, voice menus, and text-to-speech prompts.