公开(公告)号：US08811592B1

公开(公告)日：2014-08-19

申请号：US13438308

申请日：2012-04-03

申请人： Mark J. Pettay ,  Jill M. Vacek

发明人： Mark J. Pettay ,  Jill M. Vacek

IPC分类号： H04M3/00 ,  H04M1/64 ,  G10L15/04 ,  G10L21/00

CPC分类号： G10L15/08 ,  G06F11/3438 ,  G06F11/3476 ,  G10L15/26

摘要： Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In still other aspects of the invention, respective data for specific interactions, including voice records or panels, transcribed text equivalents to such voice records or panels, and/or script text governing such voice records or panels, can be forwarded to one or more respective clients.

摘要翻译： 提供了设备和方法，用于使用自动语音识别来分析语音交互并且在语音交互期间验证在客户端读取脚本的代理的符合性。 在本发明的一个方面，通信系统包括用户接口，通信网络和具有自动语音识别组件的呼叫中心。 在本发明的其他方面，脚本符合性方法包括在代理和客户端之间进行语音交互并且评估与适于分析语音交互的自动语音识别组件的语音交互，并且确定代理是否已经充分地跟随脚本。 在本发明的其它方面，用于特定交互的包括语音记录或面板的转录文本对应于这些语音记录或面板的对应数据和/或控制这些语音记录或面板的脚本文本可以转发到一个或多个相应的 客户。

公开(公告)号：US08484030B1

公开(公告)日：2013-07-09

申请号：US13459704

申请日：2012-04-30

申请人： Mark J. Pettay ,  Jill M. Vacek

发明人： Mark J. Pettay ,  Jill M. Vacek

IPC分类号： G06F17/27 ,  G10L11/00 ,  G10L21/00

CPC分类号： G10L15/26 ,  G10L2015/088

摘要： Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script.

摘要翻译： 提供了设备和方法，用于使用自动语音识别来分析语音交互并且在语音交互期间验证在客户端读取脚本的代理的符合性。 在本发明的一个方面，通信系统包括用户接口，通信网络和具有自动语音识别组件的呼叫中心。 在本发明的其他方面，脚本符合性方法包括以下步骤：在代理和客户端之间进行语音交互，并且利用适于分析语音交互的自动语音识别组件评估语音交互，并确定代理是否已经充分遵循 剧本。

公开(公告)号：US08219401B1

公开(公告)日：2012-07-10

申请号：US13116058

申请日：2011-05-26

申请人： Mark J. Pettay ,  Jill M. Vacek

发明人： Mark J. Pettay ,  Jill M. Vacek

IPC分类号： G06F17/27 ,  G10L21/00 ,  G10L11/00

CPC分类号： G10L15/26 ,  G10L2015/088

摘要： Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In yet still further aspects of the invention, a voice record of the given interaction can be analyzed at least in part to determine whether the agent spoke any extraneous material not dictated by the script, apart from or in addition to ensuring that the voice record contains all material required by the script. The voice record can be analyzed against a pre-defined list of specific words or phrases to identify instances of profanity or abusive language used by the agent.

摘要翻译： 提供了设备和方法，用于使用自动语音识别来分析语音交互并且在语音交互期间验证在客户端读取脚本的代理的符合性。 在本发明的一个方面，通信系统包括用户接口，通信网络和具有自动语音识别组件的呼叫中心。 在本发明的其他方面，脚本符合性方法包括以下步骤：在代理和客户端之间进行语音交互，并且利用适于分析语音交互的自动语音识别组件评估语音交互，并确定代理是否已经充分遵循 剧本。 在本发明的又一方面中，可以至少部分地分析给定互动的语音记录，以确定代理人是否分配除了脚本指定的任何外来材料，除了确保语音记录包含 脚本所需的所有材料。 语音记录可以针对具体单词或短语的预定义列表进行分析，以识别代理使用的亵渎语言或滥用语言的实例。

公开(公告)号：US08180643B1

公开(公告)日：2012-05-15

申请号：US10669089

申请日：2003-09-23

申请人： Mark J. Pettay ,  Jill M. Vacek

发明人： Mark J. Pettay ,  Jill M. Vacek

IPC分类号： G10L15/00 ,  G10L21/00

CPC分类号： G10L15/08 ,  G06F11/3438 ,  G06F11/3476 ,  G10L15/26

摘要： Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In still other aspects of the invention, respective data for specific interactions, including voice records or panels, transcribed text equivalents to such voice records or panels, and/or script text governing such voice records or panels, can be forwarded to one or more respective clients.

摘要翻译： 提供了设备和方法，用于使用自动语音识别来分析语音交互并且在语音交互期间验证在客户端读取脚本的代理的符合性。 在本发明的一个方面，通信系统包括用户接口，通信网络和具有自动语音识别组件的呼叫中心。 在本发明的其他方面，脚本符合性方法包括以下步骤：在代理和客户端之间进行语音交互，并且利用适于分析语音交互的自动语音识别组件评估语音交互，并确定代理是否已经充分遵循 剧本。 在本发明的其它方面，用于特定交互的包括语音记录或面板的转录文本对应于这些语音记录或面板的对应数据和/或控制这些语音记录或面板的脚本文本可以被转发到一个或多个相应的 客户。

公开(公告)号：US07966187B1

公开(公告)日：2011-06-21

申请号：US10673679

申请日：2003-09-29

申请人： Mark J. Pettay ,  Jill M. Vacek

发明人： Mark J. Pettay ,  Jill M. Vacek

IPC分类号： G06F17/27 ,  G10L21/00 ,  G10L11/00

CPC分类号： G10L15/26 ,  G10L2015/088

摘要： Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In yet still further aspects of the invention, a voice record of the given interaction can be analyzed at least in part to determine whether the agent spoke any extraneous material not dictated by the script, apart from or in addition to ensuring that the voice record contains all material required by the script. The voice record can be analyzed against a pre-defined list of specific words or phrases to identify instances of profanity or abusive language used by the agent.

摘要翻译： 提供了设备和方法，用于使用自动语音识别来分析语音交互并且在语音交互期间验证在客户端读取脚本的代理的符合性。 在本发明的一个方面，通信系统包括用户接口，通信网络和具有自动语音识别组件的呼叫中心。 在本发明的其他方面，脚本符合性方法包括以下步骤：在代理和客户端之间进行语音交互，并且利用适于分析语音交互的自动语音识别组件评估语音交互，并确定代理是否已经充分遵循 剧本。 在本发明的又一方面中，可以至少部分地分析给定互动的语音记录，以确定代理人是否分配除了脚本指定的任何外来材料，除了确保语音记录包含 脚本所需的所有材料。 语音记录可以针对具体单词或短语的预定义列表进行分析，以识别代理使用的亵渎语言或滥用语言的实例。

公开(公告)号：US07739115B1

公开(公告)日：2010-06-15

申请号：US10670126

申请日：2003-09-24

申请人： Mark J. Pettay ,  Jill M. Vacek

发明人： Mark J. Pettay ,  Jill M. Vacek

IPC分类号： G10L21/00 ,  G10L15/26 ,  G06F11/34

CPC分类号： H04M3/5175 ,  G10L15/14 ,  G10L15/26 ,  G10L25/51 ,  H04M3/5191

摘要： Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In yet still further aspects of the invention, feedback in the form of voice records of portions of interactions that the agent handled deficiently, voice records containing recommended improvements to such interactions, as well as supplemental information can be transmitted to the agent.

摘要翻译： 提供了设备和方法，用于使用自动语音识别来分析语音交互并且在语音交互期间验证在客户端读取脚本的代理的符合性。 在本发明的一个方面，通信系统包括用户接口，通信网络和具有自动语音识别组件的呼叫中心。 在本发明的其他方面，脚本符合性方法包括以下步骤：在代理和客户端之间进行语音交互，并且利用适于分析语音交互的自动语音识别组件评估语音交互，并确定代理是否已经充分遵循 剧本。 在本发明的又一方面中，代理处理不足的部分交互的语音记录的形式的反馈，包含对这种交互的推荐改进的语音记录以及补充信息可以被发送到代理。

公开(公告)号：US08473366B1

公开(公告)日：2013-06-25

申请号：US13342601

申请日：2012-01-03

申请人： Rodney L. Bennett ,  Mark J. Pettay ,  Kenneth A. Marr ,  Rodney J. Kempkes ,  David C. Mussman ,  James V. Frisbie

发明人： Rodney L. Bennett ,  Mark J. Pettay ,  Kenneth A. Marr ,  Rodney J. Kempkes ,  David C. Mussman ,  James V. Frisbie

IPC分类号： G06Q30/00

CPC分类号： G06Q30/0609

摘要： A system, method, and computer readable medium for authorization of independent agents for processing calls and distribution of calls to authorized agents are provided. An independent agent may purchase or otherwise acquire credits for leads related to commerce transactions. The credits may be maintained by a call center and accessed by a device responsible for routing calls to agents. Calls or other transactions leads may then be directed to the independent agent, and the independent agents credits may be deducted accordingly.

摘要翻译： 提供了用于授权独立代理处理呼叫和向授权代理分配呼叫的系统，方法和计算机可读介质。 独立代理人可以购买或以其他方式获得与商业交易相关的潜在客户的信用。 信用可以由呼叫中心维护，并由负责路由呼叫代理的设备访问。 电话或其他交易线索然后可以被指示给独立代理，并且可以相应地扣除独立代理人信用。

公开(公告)号：US08280793B1

公开(公告)日：2012-10-02

申请号：US10196326

申请日：2002-07-16

申请人： Rodney J. Kempkes ,  Mark J. Pettay ,  Robert E. Johnson ,  David C. Mussman

发明人： Rodney J. Kempkes ,  Mark J. Pettay ,  Robert E. Johnson ,  David C. Mussman

IPC分类号： G06Q40/00

CPC分类号： G06Q20/28 ,  G06Q20/3572

摘要： Methods, apparatus, and computer readable media for linking a prepaid calling card account to a credit card account. The linkage can occur at the time of a transaction involving the credit card account, or when the credit card account is acquired, activated, or renewed. The method can include at least the following. At least one transaction can be executed using the credit card account as payment for the transaction, or the credit card account can be acquired, activated or renewed. A prepaid calling card account is associated with the credit card account, and information related to the new prepaid calling card account is provided to a holder of the credit card account. Various aspects of the invention also provide anti-fraud and credit card recovery capability based on the above teaching.

摘要翻译： 用于将预付费电话卡帐户链接到信用卡账户的方法，装置和计算机可读介质。 联系可以在涉及信用卡帐户的交易时发生，或者当信用卡账户被获取，激活或更新时发生。 该方法至少可以包括以下内容。 可以使用信用卡账户作为交易的支付，执行至少一个交易，或者可以获取，激活或更新信用卡账户。 预付费电话卡账户与信用卡账户相关联，并向信用卡账户的持有人提供与新的预付费电话卡帐户有关的信息。 本发明的各个方面还提供了基于上述教学的反欺诈和信用卡恢复能力。

公开(公告)号：US08112321B1

公开(公告)日：2012-02-07

申请号：US11857544

申请日：2007-09-19

申请人： Rodney L. Bennett ,  Mark J. Pettay ,  Kenneth A. Marr ,  Rodney J. Kempkes ,  David C. Mussman ,  James V. Frisbie

发明人： Rodney L. Bennett ,  Mark J. Pettay ,  Kenneth A. Marr ,  Rodney J. Kempkes ,  David C. Mussman ,  James V. Frisbie

IPC分类号： G06Q30/00

CPC分类号： G06Q30/0609

摘要： A system, method, and computer readable medium for authorization of independent agents for processing calls and distribution of calls to authorized agents are provided. An independent agent may purchase or otherwise acquire credits for leads related to commerce transactions. The credits may be maintained by a call center and accessed by a device responsible for routing calls to agents. Calls or other transactions leads may then be directed to the independent agent, and the independent agents credits may be deducted accordingly.

摘要翻译： 提供了用于授权独立代理处理呼叫和向授权代理分配呼叫的系统，方法和计算机可读介质。 独立代理人可以购买或以其他方式获得与商业交易相关的潜在客户的信用。 信用可以由呼叫中心维护，并由负责路由呼叫代理的设备访问。 电话或其他交易线索然后可以被指示给独立代理，并且可以相应地扣除独立代理人信用。

公开(公告)号：US08516516B1

公开(公告)日：2013-08-20

申请号：US13569410

申请日：2012-08-08

申请人： Mark J. Pettay

发明人： Mark J. Pettay

IPC分类号： H04N7/16

CPC分类号： H04N21/812

摘要： A method, a system, and computer readable medium comprising instructions for interactive television offer presentation are provided. The method comprises assigning a unique marketing key to a subscriber, storing the unique marketing key and information of the subscriber in a database, detecting a request from the subscriber comprising the unique marketing key, retrieving the information from the database based on the unique marketing key, and making at least one offer of a product or service to the subscriber based on the information.

摘要翻译： 提供了一种包括用于交互式电视提供呈现的指令的方法，系统和计算机可读介质。 该方法包括向订户分配独特的营销密钥，将唯一的营销密钥和订户的信息存储在数据库中，检测来自订户的包括唯一营销密钥的请求，基于唯一的营销密钥从数据库中检索信息 并且基于该信息向订户提供至少一个产品或服务的提供。