Method and system for operator services automation using an operator services switch
A telecommunications system includes a front end automation system, an operator services switch, an automated operator, and an automation data server. The front end automation system interacts with a caller in order to recognize a request of the caller and determine a response to the request. The operator services switch, which is inter-operably coupled to the front end automation system, receives a call from the front end automation system, after the front end automation system has recognized the request and has determined the response to the request, and creates billing information relative to the call. The automation data server, which is inter-operably coupled to the front end automation system, passes information about the request and the response from the front end automation system to the automated operator. The automated operator, which is inter-operably coupled to the operator services switch, provides the response to the request to the caller.
1. A front-end automation system comprising:
a call distribution system inter-operably connected to and adapted to control a programmable switch;
a programmable switch adapted to receive and transmit voice-communication requests and voice-communication best-match responses between a caller and an interactive voice unit;
an interactive voice response unit inter-operably connected to the programmable switch and adapted to receive and transmit voice communication requests and voice-communication best-match responses between the programmable switch and a speech recognition system; and
a speech recognition system inter-operably connected to the interactive voice response unit and adapted to process the voice communication request; and
wherein the front-end automation system is operable to communicate with an operator services switch and a back-end automation system, the communication with the back-end automation system being via a path independent of the operator services switch.
2. The front-end automation system of claim 1 , wherein the programmable switch:
comprises a switching fabric; and
takes direction from an external host.
3. The front-end automation system of claim 1 , wherein the call distribution system comprises a plurality of servers having software providing operating intelligence for the programmable switch.
4. The front-end automation system of claim 1 , further comprising a plurality of ethernet switches interconnecting the call distribution system, the interactive voice response unit, and the speech recognition system.
5. The front-end automation system of claim 4 , further comprising:
a plurality of routers coupled to the plurality of ethernet switches; and
wherein the plurality of routers provide a data path to a remote site.
6. The front-end automation system of claim 5 , wherein the remote site is an operator service center.
7. The front-end automation system of claim 1 , wherein the programmable switch receives a communication comprising details of a voice connection between the programmable switch and another entity.
8. The front-end automation system of claim 1 , where the interactive voice unit provides an audible greeting and prompts for voice communication requests.
9. The front-end automation system of claim 1 , wherein the speech recognition system:
listens to the voice-communication request;
matches the voice-communication request to a recognition grammar;
creates a voice-communication best-match response based upon the voice-communication request; and
provides to the interactive voice unit the voice-communication best-match response.
10. The front-end automation system of claim 1 , wherein the front-end automation system is inter-operably connected to an operator-services-system switch.
11. The front-end automation system of claim 1 , wherein the front-end automation system is inter-operably connected to an automation data server.
12. The front-end automation system of claim 5 , wherein the plurality of routers are coupled to a back-end automation system.
13. An operator-services-system back-end automation system, comprising:
an automation data server adapted to receive information from an interactive voice response unit within a front-end automation system;
wherein the front-end automation system interfaces between a caller and an operator services switch;
wherein the information comprises information voice-recognized by the front-end automation system from a directory-assistance request of the caller;
an automated operator inter-operably connected to the automation data server and adapted to receive a connection message from the operator services switch and the information from the automation data server; and
wherein the automation data server receives the information via a path that is independent of the operator services switch.
14. The operator-services-system back-end automation system of claim 13 , wherein the back-end automation system is adapted to:
query the automation data server for the information;
perform a call-screening logic function on the information; and
provide a message to a gateway service comprising a telephone number to be announced to the caller, any special announcement conditions, and eligibility data for call completion.
15. The operator-services-system back-end automation system of claim 13 comprising an operator work station.
16. The operator-services-system back-end automation system of claim 15 , comprising a channel bank coupled to the operator work station and to the automated operator.
17. The operator-services-system back-end automation system of claim 16 , wherein the automation data server serves as a link between a front-end automation system and the automated operator.
18. The operator-services-system back-end automation system of claim 13 , wherein the automated operator interfaces with an operator services switch via a channel bank.
19. The operator-services-system back-end automation system of claim 13 , comprising a plurality of routers providing a data path to a remote site.