公开(公告)号：US20070047718A1

公开(公告)日：2007-03-01

申请号：US11212939

申请日：2005-08-25

Applicant: Julie Idler ,  Robert Bushey ,  Benjamin Knott

Inventor： Julie Idler ,  Robert Bushey ,  Benjamin Knott

IPC: H04M7/00

CPC classification number: H04M3/4938

Abstract: A method of accessing content at a speech-enabled automated system is disclosed and comprises receiving a verbal input at an interactive voice response system. The interactive voice response system can include one or more table-driven state tables, in which action-objects are embedded. Further, the method can include retrieving content from an information store, wherein the content is associated with the verbal input. The information store is logically external to the interactive voice response system.

Abstract translation: 公开了一种在启用语音的自动化系统中访问内容的方法，并且包括在交互式语音响应系统处接收口头输入。 交互式语音响应系统可以包括一个或多个表驱动状态表，其中嵌入了动作对象。 此外，该方法可以包括从信息存储检索内容，其中内容与语言输入相关联。 信息存储在逻辑上是交互式语音应答系统的外部。

公开(公告)号：US20060291642A1

公开(公告)日：2006-12-28

申请号：US11144375

申请日：2005-06-03

Applicant: Robert Bushey ,  Sarah Korth ,  Benjamin Knott

Inventor： Robert Bushey ,  Sarah Korth ,  Benjamin Knott

IPC: H04M3/42

CPC classification number: H04M3/5166 ,  H04M3/42068 ,  H04M3/436 ,  H04M2203/2011

Abstract: A call routing system can be used to route calls. An action object identifier, a result identifier, and a reason identifier can be generated in response at least in part to a call. The call can be routed by the call routing system based at least in part on the action object identifier, the result identifier, and the reason identifier. The routing can be performed automatically without requiring an attendant. In another embodiment, an attendant can be used, if desired. In still another embodiment, the processing of the call can be interrupted by the caller, a data processing system used within the call routing system, or an attendant. In a particular embodiment, the call routing system can be used when authenticating a caller or determining an account status of the caller.

Abstract translation: 呼叫路由系统可用于路由呼叫。 可以至少部分地响应于呼叫来生成动作对象标识符，结果标识符和原因标识符。 呼叫可以由呼叫路由系统至少部分地基于动作对象标识符，结果标识符和原因标识符路由。 路由可以自动执行而不需要话务员。 在另一个实施例中，如果需要，可以使用服务员。 在另一个实施例中，呼叫的处理可以由呼叫者，在呼叫路由系统中使用的数据处理系统或服务员中断。 在特定实施例中，当认证呼叫者或确定呼叫者的帐户状态时，可以使用呼叫路由系统。

公开(公告)号：US20060198505A1

公开(公告)日：2006-09-07

申请号：US11071068

申请日：2005-03-03

Applicant: Philip Kortum ,  Benjamin Knott ,  Robert Bushey

Inventor： Philip Kortum ,  Benjamin Knott ,  Robert Bushey

IPC: H04M3/42

CPC classification number: H04M3/4285 ,  H04M2201/40 ,  H04M2203/2011

Abstract: The present disclosure provides a system and method configured to provide a caller with selectable activities and entertainment when the caller is on-hold. The system and method establishes a connection between a caller and a receiving system, wherein the receiving system is configured to access a plurality of entertainment sources utilizing a selectable link. The receiving system can determine a caller's selection and retrieve the selection from an entertainment provider that stores the selection. The caller can select an entertainment category from a plurality of entertainment categories and select specific audible selections within the categories to be played to the caller. The system and method can provide a menu driven interaction and respond to voice commands and touchtone input to provide the selected entertainment from specific artists, games, and entertainers.

Abstract translation: 本公开提供了一种系统和方法，其被配置为当呼叫者处于保持状态时向呼叫者提供可选择的活动和娱乐。 系统和方法建立呼叫者和接收系统之间的连接，其中接收系统被配置为利用可选择的链路来访问多个娱乐源。 接收系统可以确定呼叫者的选择并从存储选择的娱乐提供者检索选择。 呼叫者可以从多个娱乐类别中选择一个娱乐类别，并在要播放的类别中选择特定的可听选择。 该系统和方法可以提供菜单驱动的交互并响应语音命令和按键输入，以提供来自特定艺术家，游戏和艺人的所选择的娱乐。

公开(公告)号：US20060050865A1

公开(公告)日：2006-03-09

申请号：US10935726

申请日：2004-09-07

Applicant: Philip Kortum ,  Robert Bushey ,  Benjamin Knott ,  Marc Sullivan

Inventor： Philip Kortum ,  Robert Bushey ,  Benjamin Knott ,  Marc Sullivan

IPC: H04M3/00

CPC classification number: G06F9/453

Abstract: A system and method for adapting the level of instructional detail provided through a user interface are disclosed. A method incorporating teachings of the present disclosure may include, for example, providing a user with a first level of instructional detail for completing a task flow. A skill level score for the user may be generated that indicates how proficiently the user is interacting with a computing platform to progress through the task flow. In some cases, it may be recognized that the skill level score suggest moving to a different level of instructional detail.

Abstract translation: 公开了一种用于调整通过用户界面提供的教学细节的级别的系统和方法。 包括本公开的教导的方法可以包括例如为用户提供用于完成任务流的第一级指导细节。 可以生成用户的技能等级得分，其指示用户如何熟练地与计算平台交互以进行任务流。 在某些情况下，可以认识到，技能等级得分表明移动到不同级别的教学细节。

公开(公告)号：US20050254632A1

公开(公告)日：2005-11-17

申请号：US10843924

申请日：2004-05-12

Applicant: Theodore Pasquale ,  Benjamin Knott ,  Kurt Joseph ,  Robert Bushey

Inventor： Theodore Pasquale ,  Benjamin Knott ,  Kurt Joseph ,  Robert Bushey

IPC: H04L12/28 ,  H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00

CPC classification number: H04M3/523 ,  H04L12/2854 ,  H04M3/51 ,  H04M2201/40

Abstract: A system, method and software are described for facilitating transitions between speech-enabled applications employing action-object matrices. In an exemplary embodiment, an automatic call router determines a service agent destination by identifying an action-object combination included in a user utterance. In addition to forwarding the user to the service agent destination, the automatic call router sends one or more aspects of the user utterance to the service agent for use therewith. The service agent may then use aspects of the forwarded information to request further information from the user or to begin performance of a user desired transaction.

Abstract translation: 描述了一种系统，方法和软件，用于促进使用动作对象矩阵的支持语音的应用之间的转换。 在示例性实施例中，自动呼叫路由器通过识别包括在用户话语中的动作对象组合来确定服务代理目的地。 除了将用户转发到服务代理目的地之外，自动呼叫路由器将用户话语的一个或多个方面发送到服务代理以与其一起使用。 然后，服务代理可以使用转发的信息的方面来请求来自用户的进一步信息或开始执行用户期望的交易。

公开(公告)号：US20050080667A1

公开(公告)日：2005-04-14

申请号：US10681448

申请日：2003-10-08

Applicant: Benjamin Knott ,  Robert Bushey ,  Theodore Pasquale

Inventor： Benjamin Knott ,  Robert Bushey ,  Theodore Pasquale

IPC: G06Q30/00 ,  G06F17/60

CPC classification number: G06Q30/02 ,  G06Q30/0601

Abstract: A system and method for customizing commercial web content delivered to a user's web browser. The user's consumer demographic data and preferences are gathered and stored in a database. These preferences are matched to one of a number of stored customer models. The model is then matched to one of a number of web content alternatives, and that web content is used to compose the web site downloaded to the customer's web browser.

Abstract translation: 一种用于定制传递给用户的网络浏览器的商业网页内容的系统和方法。 用户的消费者人口统计数据和偏好被收集并存储在数据库中。 这些首选项与许多存储的客户模型之一相匹配。 然后将该模型与许多网络内容替代品中的一种进行匹配，并且该网络内容用于组成下载到客户的Web浏览器的网站。

公开(公告)号：US20050008141A1

公开(公告)日：2005-01-13

申请号：US10617486

申请日：2003-07-11

Applicant: Philip Kortum ,  Benjamin Knott ,  Randolph Bias ,  Robert Bushey

Inventor： Philip Kortum ,  Benjamin Knott ,  Randolph Bias ,  Robert Bushey

IPC: H04M3/523 ,  H04M3/00 ,  H04M5/00

CPC classification number: H04M3/523 ,  H04M3/5238

Abstract: A method and system for use with a customer call center that processes telephone calls. If the customer is placed on hold at anytime during the call, the customer is provided with an audio indication that notifies the customer of expected duration of the wait time and the progress of the task that resulted in the wait.

Abstract translation: 一种用于处理电话呼叫的客户呼叫中心的方法和系统。 如果客户在通话期间的任何时间被搁置，则向客户提供音频指示，通知客户等待时间的预期持续时间和导致等待的任务的进展。

公开(公告)号：US20070027694A1

公开(公告)日：2007-02-01

申请号：US11531509

申请日：2006-09-13

Applicant: Robert Bushey ,  Benjamin Knott ,  John Martin

Inventor： Robert Bushey ,  Benjamin Knott ,  John Martin

IPC: G10L21/00

CPC classification number: G10L15/063 ,  G10L2015/0636 ,  G10L2015/223 ,  H04M3/5166 ,  H04M2203/2011

Abstract: A method for analyzing and adjusting the performance of a speech-enabled application includes selecting a number of user utterances that were previously received by the speech-enabled application. The speech-enabled application receives such user utterances and associates each user utterance with an action-object based on one or more salient terms in the user utterance that are associated with the action-object. The method further includes associating one of a number of action-objects with each of the selected user utterances. Furthermore, for each action-object, the percentage of the utterances associated with the action-object that include at least one of the salient terms associated with the action-object is determined. If the percentage does not exceed a selected threshold, the method also includes adjusting the one or more salient terms associated with the action-object.

Abstract translation: 用于分析和调整支持语音的应用程序的性能的方法包括：选择先前由启用语音的应用程序接收的用户话语数量。 基于语音的应用程序接收这样的用户话语，并且基于与动作对象相关联的用户话语中的一个或多个显着项来将每个用户话语与动作对象相关联。 该方法还包括将多个动作对象中的一个与所选择的用户话语中的每一个相关联。 此外，对于每个动作对象，确定与动作对象相关联的包括与动作对象相关联的至少一个显着项的话语的百分比。 如果百分比不超过所选阈值，该方法还包括调整与动作对象相关联的一个或多个显着项。

公开(公告)号：US20060256932A1

公开(公告)日：2006-11-16

申请号：US11129051

申请日：2005-05-13

Applicant: Robert Bushey ,  Benjamin Knott ,  Sarah Korth

Inventor： Robert Bushey ,  Benjamin Knott ,  Sarah Korth

IPC: H04M1/64

CPC classification number: H04M3/5235 ,  G06Q20/10 ,  G06Q20/40 ,  H04M3/5232 ,  H04M2203/551

Abstract: A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call, determining whether the repeat call is to receive a first treatment type and servicing the repeat call with the first treatment type when the repeat call is determined to receive the first treatment type. The system includes an automated call processing system, a first computer readable memory including a repeat caller definition table, a second computer readable memory including a repeat caller action-object table, and a third computer readable memory including a special treatment resolution table. The automated call processing system has access to the repeat call definition table to identify a repeat call request and has access to the action-object table and the special treatment resolution table to determine whether the identified repeat call is to receive a first treatment type.

公开(公告)号：US20060133587A1

公开(公告)日：2006-06-22

申请号：US11005494

申请日：2004-12-06

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

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

IPC: H04M11/00

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

Abstract: A system and method are disclosed for processing a call by receiving caller input in a speech format and utilizing phonemes to convert the speech input into word strings. The word strings are then converted into at least one object and at least one action. A synonym table is utilized to determine actions and objects. Objects generally represent nouns and adjective-noun combinations while actions generally represent verbs and adverb-verb combinations. The synonym table stores natural language phrases and their relationship with actions and objects. The actions and objects are utilized to determine a routing destination utilizing a routing table. The call is routed based on the routing table.

Abstract translation: 公开了一种通过以语音格式接收呼叫者输入并利用音素将语音输入转换成字串来处理呼叫的系统和方法。 然后将字串转换成至少一个对象和至少一个动作。 同义词表用于确定动作和对象。 对象通常表示名词和形容词 - 组合，而动作通常表示动词和副词动词组合。 同义词表存储自然语言短语及其与动作和对象的关系。 使用动作和对象来确定使用路由表的路由目的地。 呼叫根据路由表进行路由。