公开(公告)号：US20080008308A1

公开(公告)日：2008-01-10

申请号：US11005498

申请日：2004-12-06

Applicant: Benjamin Knott ,  Robert Bushey ,  Sarah Korth

Inventor： Benjamin Knott ,  Robert Bushey ,  Sarah Korth

IPC: H04M7/00

CPC classification number: H04M3/5166

Abstract: A method and system of routing calls. In a particular embodiment, the method includes prompting a caller of a call for caller information with a first system. The first system has a first interface characteristic. The method further includes selecting a destination for the call based on the caller information. The destination has a second interface characteristic. The method also includes identifying a call interface characteristic change based on a difference between the first characteristic and the second characteristic, and advising the caller of the call interface characteristic change prior to routing the call.

Abstract translation: 路由呼叫的方法和系统。 在一个具体实施例中，该方法包括用第一系统提示主叫方呼叫呼叫者信息。 第一系统具有第一接口特性。 该方法还包括基于呼叫者信息来选择呼叫的目的地。 目的地具有第二接口特性。 该方法还包括基于第一特性和第二特性之间的差异来识别呼叫接口特性变化，以及在路由呼叫之前向呼叫者通知呼叫接口特性变化。

公开(公告)号：US20080002821A1

公开(公告)日：2008-01-03

申请号：US11855087

申请日：2007-09-13

Applicant: Kurt Joseph ,  Robert Bushey ,  Benjamin Knott ,  John Martin

Inventor： Kurt Joseph ,  Robert Bushey ,  Benjamin Knott ,  John Martin

IPC: G06Q10/00 ,  H04M3/00

CPC classification number: G06Q30/02 ,  G06Q10/109 ,  H04M3/5166

Abstract: A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and report the complaint without having to speak with a customer service representative. The complaint module obtains the customer telephone number and retrieves customer account information using the customer telephone number. Using the customer account information, the complaint module extrapolates a type of complaint for the customer complaint and prompts the customer for information regarding the customer complaint and the type of the complaint. The customer provides customer responses to the prompts and the complaint module provides an indication to the customer regarding each customer response. Once the customer complaint has been resolved, the complaint module stores information regarding the slam or cram for reporting requirements and tracking purposes.

Abstract translation: 用于自动化客户砰击和挤压投诉的方法和系统包括具有一个或多个接收设备和投诉模块的自动报告系统。 想要报告大满贯或者填写的客户访问自动报告系统并报告投诉，而不必与客户服务代表交谈。 投诉模块获取客户电话号码，并使用客户电话号码检索客户帐户信息。 使用客户帐户信息，投诉模块会推断客户投诉的投诉类型，并提示客户提供有关客户投诉和投诉类型的信息。 客户提供客户对提示的响应，投诉模块向客户提供关于每个客户响应的指示。 一旦客户投诉得到解决，投诉模块将存储有关用于报告要求和跟踪目的的大满贯或填写的信息。

公开(公告)号：US20060143015A1

公开(公告)日：2006-06-29

申请号：US11363456

申请日：2006-02-27

Applicant: Benjamin Knott ,  Robert Bushey ,  John Martin

Inventor： Benjamin Knott ,  Robert Bushey ,  John Martin

IPC: G10L21/00

CPC classification number: H04M3/4936 ,  H04M3/493 ,  H04M3/54 ,  H04M2201/40

Abstract: A computer-implemented method is described for optimizing prompts for a speech-enabled application. The speech-enabled application is operable to receive communications from a number of users and communicate one or more prompts to each user to illicit a response from the user that indicates the purpose of the user's communication. The method includes determining a number of prompt alternatives (each including one or more prompts) to evaluate and determining an evaluation period for each prompt alternative. The method also includes automatically presenting each prompt alternative to users during the associated evaluation period and automatically recording the results of user responses to each prompt alternative. Furthermore, the method includes automatically analyzing the recorded results for each prompt alternative based on one or more performance criteria and automatically implementing one of the prompt alternatives based on the analysis of the recorded results.

Abstract translation: 描述了一种计算机实现的方法来优化支持语音的应用程序的提示。 启用语音的应用程序可操作以从多个用户接收通信，并向每个用户传达一个或多个提示以非法地指示用户指示用户通信目的的响应。 该方法包括确定多个提示替代（每个包括一个或多个提示）以评估和确定每个提示替代的评估周期。 该方法还包括在相关联的评估期间自动呈现用户的每个提示替代，并自动记录用户响应的结果到每个提示替代。 此外，该方法包括基于一个或多个性能标准自动分析每个提示替代的记录结果，并且基于对记录结果的分析自动实现其中一个提示替代。

公开(公告)号：US20060045241A1

公开(公告)日：2006-03-02

申请号：US10926813

申请日：2004-08-26

Applicant: Robert Bushey ,  Benjamin Knott ,  Marc Goldstein ,  Sarah Korth

Inventor： Robert Bushey ,  Benjamin Knott ,  Marc Goldstein ,  Sarah Korth

IPC: H04M1/64

CPC classification number: H04M3/493 ,  H04M3/5166 ,  H04M2203/2011

Abstract: A system, method and software for implementing an automated call routing application in a speech enabled call center environment are provided. In operation, the invention provides for the identification of a call center transaction selection from a natural language user utterance and the invocation of one or more scripts operable to route the user to a call center service agent configured to service the selected transaction. In the event a transaction selection cannot be readily identified or can only be partially identified, the invention provides for the initiation of a dialog module or script directed to eliciting a discernable transaction selection and/or the presentation of one or more menus from which the user may select an available call center transaction.

公开(公告)号：US20060036437A1

公开(公告)日：2006-02-16

申请号：US10917233

申请日：2004-08-12

Applicant: Robert Bushey ,  Benjamin Knott ,  John Martin

Inventor： Robert Bushey ,  Benjamin Knott ,  John Martin

IPC: G10L15/00

CPC classification number: G10L15/19 ,  G10L15/063 ,  G10L15/065 ,  G10L15/22

Abstract: A system and method are disclosed for targeted tuning of a speech recognition system. A method incorporating teachings of the present disclosure may include deploying a speech recognition module to apply an appropriate interpretation to a plurality of utterance types. The method may also include accessing information representing a collection of recorded utterances and assigned interpretation for each of the plurality of recorded utterances. The assigned interpretation for each of the plurality of recorded utterances may then be compared to an accurate interpretation for each of the plurality of utterance, and a separate accuracy value may be determined for each of the plurality of utterance types. With some implementations, if the separate accuracy value for a given type of utterance is too low, a selection of utterances having the given type may be used to tune the speech recognition module.

公开(公告)号：US20050246177A1

公开(公告)日：2005-11-03

申请号：US10836029

申请日：2004-04-30

Applicant: Randall Long ,  Benjamin Knott ,  Robert Bushey

Inventor： Randall Long ,  Benjamin Knott ,  Robert Bushey

IPC: G10L15/00 ,  G10L15/18

CPC classification number: G10L15/19 ,  G10L15/183

Abstract: A system, method and software for collecting, processing and analyzing user task utterances in speech-enabled systems are provided. In one embodiment, a number of task utterances are captured over a period of time. A text-based version of the utterances is created from the captured utterances. The captured task utterances, the text-based utterances and an identification record are preferably placed in storage. The text and/or recorded utterances are categorized into action-object pairs. The identification records and recorded utterances are linked. From the linked, categorized text and recorded utterances, speech grammars for a speech-enabled system may then be developed.

Abstract translation: 提供了一种用于在支持语音的系统中收集，处理和分析用户任务话语的系统，方法和软件。 在一个实施例中，在一段时间内捕获多个任务话语。 从被捕获的话语创建一个基于文本的话语版本。 捕获的任务话语，基于文本的话语和识别记录优选地被放置在存储器中。 文本和/或记录的话语被分类为动作对象对。 识别记录和记录的话语相关联。 从链接的，分类的文本和记录的话语中，可以开发用于支持语音的系统的语音语法。

公开(公告)号：US20050132262A1

公开(公告)日：2005-06-16

申请号：US10736296

申请日：2003-12-15

Applicant: Robert Bushey ,  John Martin ,  Benjamin Knott

Inventor： Robert Bushey ,  John Martin ,  Benjamin Knott

IPC: G10L15/18 ,  H03M13/00 ,  H04M3/42 ,  H04M3/527 ,  H04M7/00

CPC classification number: H04M3/523 ,  G10L15/197 ,  H04M3/42059 ,  H04M3/42204 ,  H04M3/527 ,  H04M7/1215 ,  H04M7/1255 ,  H04M2201/40

Abstract: A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination.

Abstract translation: 公开了一种使用动作对象矩阵促进支持语音的呼叫路由应用的系统，方法和软件。 在操作中，可以评估自然语言用户话语以识别指示可用于用户的事务或操作的动作对象矩阵中可用的动作和对象。 根据自然语言用户话语的内容，可以实现附加提示和/或消歧对话，以从用户引出可用的动作对象组合选择。 在从自然语言用户话语中识别动作对象组合之后，动作对象矩阵可以与查找表协作以识别适当的使用路由目的地。 在标识适当的路由目的地之后，用户连接可被路由到服务代理或模块，该服务代理或模块被配置为便于由操作对象组合指示的用户选择的事务。

公开(公告)号：US20050078805A1

公开(公告)日：2005-04-14

申请号：US11005685

申请日：2004-12-07

Applicant: Scott Mills ,  Kurt Joseph ,  Theodore Pasquale ,  Robert Bushey ,  John Martin ,  Benjamin Knott

Inventor： Scott Mills ,  Kurt Joseph ,  Theodore Pasquale ,  Robert Bushey ,  John Martin ,  Benjamin Knott

IPC: G06F9/44 ,  G06Q10/10 ,  G09G5/00 ,  G10L15/18 ,  H04M1/24 ,  H04M1/64 ,  H04M3/00 ,  H04M3/22 ,  H04M11/00 ,  H04M15/00

CPC classification number: G10L15/1822 ,  G06F8/20 ,  G06Q10/10 ,  H04M15/00

Abstract: A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.

公开(公告)号：US20050075894A1

公开(公告)日：2005-04-07

申请号：US10679214

申请日：2003-10-03

Applicant: Robert Bushey ,  Theodore Pasquale ,  Elizabeth Gibson ,  John Martin ,  Benjamin Knott ,  Kurt Joseph

Inventor： Robert Bushey ,  Theodore Pasquale ,  Elizabeth Gibson ,  John Martin ,  Benjamin Knott ,  Kurt Joseph

IPC: G06Q30/00 ,  G06F17/60

CPC classification number: G06Q30/02

Abstract: A system, method and software are provided for implementing an adaptive and dynamic call center customer service delivery solution. In operation, a user interface (U/I) model is selected from a library of U/I models as the U/I model likely to elicit favorable customer responses and to achieve customer completion of the selected transaction. The active U/I model may be re-evaluated at each node of the selected transaction and a new model selected in response to a determination that the active U/I model is no longer preferred. One or more U/I models may be updated based on observed user responsiveness, the efficiency of past transactions as well as on other grounds.

Abstract translation: 提供了一种用于实现自适应和动态呼叫中心客户服务提供解决方案的系统，方法和软件。 在操作中，从U / I模型库中选择用户界面（U / I）模型，因为U / I模型可能引起有利的客户响应并实现客户完成所选择的交易。 可以在所选事务的每个节点处重新评估活动U / I模型，并且响应于确定活动U / I模型不再优选而选择的新模型。 一个或多个U / I模型可以基于观察到的用户响应性，过去交易的效率以及其他原因来更新。

公开(公告)号：US20070244697A1

公开(公告)日：2007-10-18

申请号：US11809817

申请日：2007-06-01

Applicant: Robert Bushey ,  Benjamin Knott ,  John Martin ,  Sarah Korth

Inventor： Robert Bushey ,  Benjamin Knott ,  John Martin ,  Sarah Korth

IPC: G10L17/00

CPC classification number: H04M3/5166 ,  G10L15/00 ,  H04M2201/40 ,  H04M2203/2011

Abstract: Systems and methods for processing speech are provided. A system may include an acoustic model to transform speech input into one or more word strings. The system may also include a semantic model to convert each of the one or more word strings into a detected object and a detected action. The system may also include a synonym table to determine a preferred object based on the detected object and to determine a preferred action based on the detected action.

Abstract translation: 提供了处理语音的系统和方法。 系统可以包括将语音输入转换成一个或多个字串的声学模型。 该系统还可以包括将一个或多个字串中的每个字符串转换为检测到的对象和检测到的动作的语义模型。 系统还可以包括基于检测到的对象来确定优选对象的同义词表，并且基于检测到的动作来确定优选动作。