Invention Grant
US08687792B2 System and method for dialog management within a call handling system
有权
呼叫处理系统内对话管理的系统和方法
- Patent Title: System and method for dialog management within a call handling system
- Patent Title (中): 呼叫处理系统内对话管理的系统和方法
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Application No.: US10830599Application Date: 2004-04-22
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Publication No.: US08687792B2Publication Date: 2014-04-01
- Inventor: Sherif Yacoub , Roland John Burns
- Applicant: Sherif Yacoub , Roland John Burns
- Applicant Address: US TX Houston
- Assignee: Hewlett-Packard Development Company, L.P.
- Current Assignee: Hewlett-Packard Development Company, L.P.
- Current Assignee Address: US TX Houston
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00
Abstract:
Dialog management within a call handling system includes monitoring a dialog between a contact and an operator. A first dialog attribute confidence score is generated based on an acoustical analysis of the dialog, and a second dialog attribute confidence score is generated based on a keyword analysis of the dialog. The first and second dialog attribute scores are combined, and a rule is effected in response to a value of the combined dialog attribute score.
Public/Granted literature
- US20050238161A1 System and method for dialog management within a call handling system Public/Granted day:2005-10-27
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