System, method and software for transitioning between speech-enabled applications using action-object matrices

1. A method for facilitating transitions between speech-enabled applications using action-object matrices, comprising:

accessing a prompt library in a memory of a computing apparatus to prompt a user for entry of a user utterance indicating a transaction selection;

identifying an action-object combination from the user utterance responsive to the prompting;

referencing an automatic call router action-object matrix and associated lookup table to identify a service agent destination associated with the identified action-object combination;

routing the user, via an automatic call router, to the service agent destination associated with the identified action-object combination;

forwarding one or more components of the action-object combination to a service agent associated with the service agent destination;

evaluating the one or more forwarded components of the action-object combination to determine their sufficiency as an action-object combination relevant for referencing a service agent action-object matrix;

prompting the user, in response to a determined insufficiency of the one or more forwarded components, for entry of additional information concerning the transaction selection such that an action-object combination relevant to the service agent may be obtained;

referencing, in response to a determined sufficiency of an action-object combination relevant to the service agent, the service agent action-object matrix and a lookup table associated with the service agent to identify one or more operations to be performed in furtherance of the transaction selection; and

facilitating performance of the one or more operations in furtherance of transaction selection processing.

2. A method for facilitating user transaction selections in a call center environment employing an automatic call router and one or more transaction service agents, comprising:

accessing a prompt library in a memory of a computing apparatus to prompt a user utterance from a user;

obtaining transaction selection information from the user utterance;

identifying a service agent destination associated with the selected transaction information and with a service agent operable to assist in performance of the selected transaction selection;

routing the user, via the automatic call router, to the service agent operable to assist performance of the selected transaction;

forwarding at least a portion of the selected transaction information obtained from the user utterance to the service agent; and

initiating performance of the selected transaction at the service agent based on one or more aspects of the forwarded transaction selection information;

identifying, for use by the automatic call router, an action-object combination from the user utterance transaction selection;

searching an action-object matrix associated with the automatic call router for a match with the action-object combination identified from the user utterance, the action-object matrix identifying available transactions; and

referencing a lookup table associated with the automatic call router action-object matrix, the lookup table including service agent destinations associated with service agents operable to assist performance of the transactions identified in the action-object matrix.

3. The method of claim 2 , further comprising identifying, for use by the service agent, an action-object combination from the forwarded transaction selection information.

4. The method of claim 3 , further comprising searching an action-object matrix associated with the service agent for a match with the action-object combination identified from the forwarded transaction selection information, the action-object matrix transaction processing capabilities of the service agent.

5. The method of claim 3 , further comprising prompting the user for additional information in response to a determination of an insufficiency in the forwarded transaction selection information to identify an action-object combination available in the service agent action-object matrix.