(19)
(11) EP 1 273 159 A2

(12)

(88) Date of publication A3:
19.09.2002

(43) Date of publication:
08.01.2003 Bulletin 2003/02

(21) Application number: 01918909.1

(22) Date of filing: 23.03.2001
(51) International Patent Classification (IPC)7: H04M 3/00
(86) International application number:
PCT/US0109/131
(87) International publication number:
WO 0107/4042 (04.10.2001 Gazette 2001/40)
(84) Designated Contracting States:
AT BE CH CY DE DK ES FI FR GB GR IE IT LI LU MC NL PT SE TR
Designated Extension States:
AL LT LV MK RO SI

(30) Priority: 24.03.2000 US 535155

(71) Applicant: Dragon Systems, Inc.
Newton,MA 02160 (US)

(72) Inventors:
  • YOUNG, Jonathan, Hood
    Newton, MA 02166 (US)
  • TRUE, Sean, D.
    Natick, MA 01760 (US)
  • RAY, David, Meyer
    Somervile, MA 02144 (US)
  • WAHLBERG, Jakob
    Auburndale, MA 02466 (US)
  • HOWES, Bradley, Ray
    Waltham, MA 02453 (US)
  • MCA'NULTY, Megan, M.
    Newton, MA 02465 (US)
  • MORSE, John, A.
    Newton, MA 02458-2232 (US)
  • JACKSON, Mark
    Watertown, MA 02472 (US)

(74) Representative: Howe, Steven 
Lloyd WiseCommonwealth House,1-19 New Oxford Street
London WC1A 1LW
London WC1A 1LW (GB)

   


(54) LEXICAL ANALYSIS OF TELEPHONE CONVERSATIONS WITH CALL CENTER AGENTS