公开(公告)号：US07058578B2

公开(公告)日：2006-06-06

申请号：US10253094

申请日：2002-09-24

申请人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Dezonno

发明人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Dezonno

IPC分类号： G10L21/00

CPC分类号： G10L15/22 ,  G06Q10/06 ,  G06Q10/10

摘要： A media handler is used in a transaction processing system, where the system is configured to route incoming calls from callers to agents associated with the transaction processing system, and the incoming calls are based on voice-mode communication and text-mode communication. The media handler includes a media translator operatively incorporated into the transaction processing system and configured to facilitate translation between the voice-mode communication and the text-mode communication. An agent preference setting is selectable by the agent between a voice-mode and a text-mode. Also included is a speech recognition unit configured to convert the voice-mode communication to the text-mode communication and a speech synthesizer configured to convert the text-mode communication to the voice-mode communication.

摘要翻译： 在事务处理系统中使用媒体处理器，其中系统被配置为将呼叫者的呼入路由到与事务处理系统相关联的代理，并且呼入呼叫基于语音模式通信和文本模式通信。 媒体处理器包括可操作地并入事务处理系统并被配置为便于语音模式通信与文本模式通信之间的转换的媒体翻译器。 代理偏好设置可由代理在语音模式和文本模式之间进行选择。 还包括被配置为将语音模式通信转换为文本模式通信的语音识别单元和被配置为将文本模式通信转换为语音模式通信的语音合成器。

公开(公告)号：US20040062364A1

公开(公告)日：2004-04-01

申请号：US10259359

申请日：2002-09-27

申请人： Rockwell Electronic Commerce Technologies, L.L.C.

发明人： Anthony J. Dezonno ,  Mark J. Power ,  Craig R. Shambaugh

IPC分类号： H04M011/00 ,  H04M003/00

CPC分类号： H04M3/493 ,  H04M3/523

摘要： A method and apparatus are provided for accepting a call by an automatic call distributor and for automatic call handling of the call. The apparatus for automatic call handling has: a call receiving system that outputs at least one voice signal; a text voice converter having an input for the at least one voice signal, the text voice converter converting the voice signal to a text stream and providing the text stream on an output thereof; an emotion detector having an input for the at least one voice signal, the emotion detector detecting at least one emotional state in the voice signal and producing at least one tag indicator indicative thereof on an output of the emotion detector; and a scripting engine having inputs for the text stream and the at least one tag indicator, the scripting engine providing on an output thereof at least one response based on the text stream and on the at least one tag indicator. The method and apparatus provides the agents with scripts that are based on not only the content of the call from a caller, but that are also based upon the emotional state of the caller. As a result, there is a decrease in call duration, which decreases the cost of operating a call center. This decrease in the cost is a result in the amount of time an agent spends based on the agent's hourly rate and the costs associated with time usage of inbound phone lines or trunk lines.

摘要翻译： 提供了一种方法和装置，用于接受自动呼叫分配器的呼叫以及呼叫的自动呼叫处理。 用于自动呼叫处理的装置具有：输出至少一个语音信号的呼叫接收系统; 文本语音转换器，其具有用于所述至少一个语音信号的输入，所述文本语音转换器将所述语音信号转换为文本流，并在其输出上提供所述文本流; 情感检测器具有用于至少一个语音信号的输入，所述情感检测器检测所述语音信号中的至少一种情绪状态，并且在所述情绪检测器的输出上产生指示其的至少一个标签指示符; 以及具有用于文本流和至少一个标签指示符的输入的脚本引擎，所述脚本引擎在其输出上提供基于所述文本流和所述至少一个标签指示符的至少一个响应。 该方法和装置向代理提供不仅基于来自呼叫者的呼叫的内容，而且还基于呼叫者的情绪状态的脚本。 结果，呼叫持续时间减少，这降低了呼叫中心的操作成本。 这种成本的降低导致代理人基于代理的小时费率和与入站电话线或中继线的时间使用相关联的成本的时间量。

公开(公告)号：US20030191632A1

公开(公告)日：2003-10-09

申请号：US10118882

申请日：2002-04-09

申请人： Rockwell Electronic Commerce Technologies, L.L.C.

发明人： Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

IPC分类号： G10L021/00

CPC分类号： H04M3/5233

摘要： The method and apparatus utilizes agents idle time in a communication system, such as, a communication system having an automatic call distribution system. The method includes providing at least one plug-in that implements at least one predetermined function in the call distribution system. At least one plug-in is assigned to at least one agent. At least one plug-in is activated for a respective assigned agent in response to at least one predetermined parameter of the automatic call distribution system. The predetermined parameter may be the entering into an available/idle time by the respective agent. The plug-in may be one of training, agent-to-agent collaboration, mentoring, and monitoring. The apparatus implements the method. The knowledge and skills associated with agents that are not actively handling call related activities are essentially untapped knowledge areas that other agents currently handling call related activities have access to by utilizing this method and apparatus.

摘要翻译： 该方法和装置在诸如具有自动呼叫分配系统的通信系统的通信系统中利用代理空闲时间。 该方法包括提供至少一个在呼叫分配系统中实现至少一个预定功能的插件。 至少一个插件被分配给至少一个代理。 响应于自动呼叫分配系统的至少一个预定参数，为相应的分配的代理激活至少一个插件。 预定参数可以是由相应代理进入可用/空闲时间。 插件可能是培训，代理到代理协作，指导和监控之一。 该装置实现该方法。 与没有积极处理呼叫相关活动的代理相关联的知识和技能基本上是未被利用的知识领域，其他当前处理呼叫相关活动的代理可以通过利用该方法和装置来访问。

公开(公告)号：US20030172185A1

公开(公告)日：2003-09-11

申请号：US10093192

申请日：2002-03-07

申请人： Rockwell Electronic Commerce Technologies, L.L.C.

发明人： Anthony J. Dezonno

IPC分类号： G06F015/16

CPC分类号： H04M3/5183

摘要： A method for adding text data to data communication sessions in a transaction processing system handling non-voice dialog communication between an agent and a caller includes the steps of a) establishing the non-voice dialog communication between the caller and the agent, b) acquiring predetermined text data during the communication between the agent and the caller, c) populating at least one text storage location with the acquired text data, d) inserting the text storage location data into a portion of a template text message to generate a customized text message, and e) transmitting the customized text message to the caller during the non-voice dialog communication, the agent transmitting the customized text message at a predetermined time during the communication.

摘要翻译： 一种用于在处理代理和呼叫者之间的非语音对话通信的交易处理系统中的数据通信会话中添加文本数据的方法包括以下步骤：a）在呼叫者和代理之间建立非语音对话通信，b）获取 在代理和呼叫者之间的通信期间预定的文本数据，c）用所获取的文本数据填充至少一个文本存储位置，d）将文本存储位置数据插入到模板文本消息的一部分中以生成定制的文本消息 以及e）在所述非语音对话通信期间，向所述呼叫者发送所述定制的文本消息，所述代理在所述通信期间的预定时间发送所述定制的文本消息。

公开(公告)号：US20030171995A1

公开(公告)日：2003-09-11

申请号：US10093304

申请日：2002-03-07

申请人： Rockwell Electronic Commerce Technologies, L.L.C.

发明人： Anthony J. Dezonno ,  Roger A. Sumner ,  Mark J. Power

IPC分类号： G06F017/60

CPC分类号： G06Q30/08 ,  G06Q30/0611 ,  G06Q30/0617 ,  G06Q50/188

摘要： An infomediary transaction system to facilitate the buying and selling of goods or services between buyers and sellers includes a buyer transaction processor configured to obtain buyer transaction preferences and develop a transaction request. An infomediary server is configured to remotely communicate with the buyer transaction processor, and is also configured to solicit and receive transaction offers from sellers of the goods or services. A negotiation proxy is configured to transmit the transaction request to the infomediary server, and is further configured to iteratively negotiate transactions with the infomediary computer in accordance with the transaction request. The buyer transaction handler receives the transaction offers from the infomediary computer and presents selected transaction offers to the buyer to achieve buyer-driven transactions.

摘要翻译： 用于促成在买卖双方之间购买和销售商品或服务的信息交易系统包括：买方交易处理器，被配置为获得买方交易偏好并开发交易请求。 信息服务器被配置为与买方交易处理器进行远程通信，并且还被配置为从商品或服务的卖方征求和接收交易报价。 协商代理被配置为将交易请求发送到信息服务器，并且还被配置为根据交易请求迭代地协商与信息计算机的交易。 买家交易处理程序从信用计算机接收交易报价，并向买方提供选定的交易报价，以实现买方驱动的交易。