The invention comprises capturing a customer's speech, recognizing a key word in the customer's speech, searching a database, and retrieving information from the database. The retrieving is a real-time process, completed during a conversation involving the customer and a customer service representative....http://www.google.de/patents/US20030115056?utm_source=gb-gplus-sharePatent US20030115056 - Employing speech recognition and key words to improve customer service
