SYSTEM FOR PROCESSING VOICE RESPONSES USING A NATURAL LANGUAGE PROCESSING ENGINE

A system for processing voice responses is disclosed. The system is configured to store a correlation table identifying relationships between self-service routines, tags, and corresponding actions. The system receives a call from a user and issues a query in response to the call. The system receives an utterance from the user in response to the user and determines whether the utterance matches a pre-defined response. If there is no match, the system analyzes the utterance with a pre-defined statistical language model and identifies a service tag for the utterance. The system then associates the utterance with the service tag and a self-service routine that is associated with the call. The system identifies an action from the correlation table that correlates to the service tag and the self-service routine.