Improved Techniques for Automatic Call-routing

Call routing refers to the technique of automatically relaying a customer’s telephone enquiry to the appropriate destination, using computational speech and language processing techniques. The potential benefits of such a technology are obvious to anyone who has used the slow and frustrating systems which are currently universally provided when one telephones a company, institution, government department etc. The user responds to prompts from these systems using touch-tones, but the menus are rigid and it may require navigation through several levels of menu to reach the destination appropriate to the query.