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    System and method for language variation guided operator selection
    11.
    发明授权
    System and method for language variation guided operator selection 有权
    语言变异引导操作者选择的系统和方法

    公开(公告)号：US08447027B2

    公开(公告)日：2013-05-21

    申请号：US10769240

    申请日：2004-01-30

    Applicant: Xiaofan Lin ,  Steven J. Simske ,  Sherif Yacoub ,  Roland John Burns

    Inventor： Xiaofan Lin ,  Steven J. Simske ,  Sherif Yacoub ,  Roland John Burns

    IPC: H04M3/00

    CPC classification number: G10L15/005 ,  G06Q10/06 ,  H04M3/5166 ,  H04M3/5233 ,  H04M2203/2061

    Abstract: A system and method for language variation guided operator selection is disclosed. The method discloses: initiating a dialog between a contact and a call handling system; identifying a language variation spoken by the contact; determining a skill level with respect to the language variation for each operator within a set of operators; selecting an operator whose skill level in the language variation is above a predetermined value; and transferring the dialog with the contact to the operator. The system discloses means and embodiments for implementing the method.

    Abstract translation: 公开了一种用于语言变化引导操作员选择的系统和方法。 该方法公开：在联系人和呼叫处理系统之间发起对话; 识别联系人所说的语言变体; 确定一组操作者内的每个操作者的语言变化的技能水平; 选择语言变化中的技能水平高于预定值的运算符; 并将该联系人的对话框传送给操作员。 该系统公开了用于实现该方法的手段和实施例。

    System and method for interactive voice response enhanced out-calling
    12.
    发明授权
    System and method for interactive voice response enhanced out-calling 有权
    交互式语音响应的系统和方法增强了外拨功能

    公开(公告)号：US08189762B2

    公开(公告)日：2012-05-29

    申请号：US10696839

    申请日：2003-10-30

    Applicant: Sherif Yacoub ,  Francois Vincent

    Inventor： Sherif Yacoub ,  Francois Vincent

    IPC: H04M3/00

    CPC classification number: H04M3/5158 ,  G10L15/26 ,  H04M2201/40 ,  H04M2203/2027

    Abstract: A system and method for managing telephone calls is disclosed. The method discloses: calling a contact; presenting the contact with a predetermined out-calling dialog; translating the contact's vocal responses to the dialog into textual words using selected interactive voice response algorithms; connecting the contact to a human operator after a predetermined portion of the out-calling dialog with the contact is completed; and providing the operator with the textual words. In one embodiment, the system discloses all means for implementing the method. In another embodiment, the system discloses: a contact database for storing information on the contact; a dialog database containing a predetermined out-calling dialog; a call manager for calling the contact and presenting the contact with the dialog; and an interactive voice response module for translating the contact's vocal responses to the dialog into textual words and storing the words in the contact database which are accessible to the operator.

    Abstract translation: 公开了一种用于管理电话呼叫的系统和方法。 该方法披露：呼叫联系人; 向预定的呼叫对话提供联系; 使用所选择的交互式语音响应算法将联系人的声音响应转换成对话语言; 在与联系人进行的外拨对话的预定部分完成之后，将联系人连接到人操作者; 并向操作者提供文字。 在一个实施例中，系统公开了实现该方法的所有方法。 在另一个实施例中，该系统公开了一种用于存储关于联系人的信息的联系人数据库; 包含预定的呼出对话的对话数据库; 一个呼叫管理器，用于呼叫联系人并向对话者呈现联系人; 以及交互式语音响应模块，用于将对话框的联系人的声音响应转换为文本字，并且将联系人数据库中的单词存储到操作者可访问的位置。

    System and method for call center dialog management
    13.
    发明授权
    System and method for call center dialog management 失效
    呼叫中心对话管理系统和方法

    公开(公告)号：US07885391B2

    公开(公告)日：2011-02-08

    申请号：US10699264

    申请日：2003-10-30

    Applicant: Sherif Yacoub

    Inventor： Sherif Yacoub

    IPC: H04M1/64 ,  G10L15/04 ,  G10L11/00

    CPC classification number: H04M3/5166 ,  H04M2203/355

    Abstract: A system and method for call center dialog management is disclosed. The method discloses: presenting a contact with a first call center dialog segment having a current call center dialog property; receiving from the contact a contact dialog segment; identifying a dialog property keyword within the contact dialog segment; replacing the current call center dialog property with a new call center dialog property in response to the dialog property keyword; and presenting a second call center dialog segment having the new call center dialog property to the contact. The system of the present invention, discloses means for implementing the method.

    Abstract translation: 公开了一种用于呼叫中心对话管理的系统和方法。 该方法公开：向具有当前呼叫中心对话属性的第一呼叫中心对话段呈现联系; 从联系人接收联系对话段; 在联系对话段中识别一个对话属性关键字; 替换当前的呼叫中心对话框属性与一个新的呼叫中心对话框属性响应对话属性关键字; 并向该联系人呈现具有新的呼叫中心对话属性的第二呼叫中心对话段。 本发明的系统公开了实现该方法的手段。

    System and method for dialog management within a call handling system
    15.
    发明申请
    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

    公开(公告)号：US20050238161A1

    公开(公告)日：2005-10-27

    申请号：US10830599

    申请日：2004-04-22

    Applicant: Sherif Yacoub ,  Roland Burns

    Inventor： Sherif Yacoub ,  Roland Burns

    IPC: H04M3/00 ,  H04M3/51 ,  H04M5/00

    CPC classification number: H04M3/5166 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/60

    Abstract: A system and method for dialog management within a call handling system is disclosed. The method discloses: initiating a dialog between a contact and an operator; monitoring a dialog attribute; presenting an instantaneous value of the dialog attribute on an operator display; and effecting a dialog rule in response to a value of the dialog attribute. The system discloses means for effecting the method.

    Abstract translation: 公开了一种在呼叫处理系统内进行对话管理的系统和方法。 该方法公开：启动联系人和操作者之间的对话; 监控对话属性; 在操作员显示器上呈现对话属性的瞬时值; 并响应对话框属性的值来实现对话规则。 该系统公开了实现该方法的手段。

    System and method for providing assistance in speech recognition applications
    17.
    发明申请
    System and method for providing assistance in speech recognition applications 审中-公开
    在语音识别应用中提供帮助的系统和方法

    公开(公告)号：US20050102149A1

    公开(公告)日：2005-05-12

    申请号：US10706408

    申请日：2003-11-12

    Applicant: Sherif Yacoub

    Inventor： Sherif Yacoub

    IPC: G10L15/22 ,  G10L11/00

    CPC classification number: G10L15/22

    Abstract: A system and method for finding a message within a speech recognition application. An assistance manager is activated for forming a selection path and finding a message associated with the selection path.

    Abstract translation: 一种用于在语音识别应用程序内查找消息的系统和方法。 激活辅助管理器以形成选择路径并找到与选择路径相关联的消息。

    Email application with user voice interface
    19.
    发明授权
    Email application with user voice interface 有权
    电子邮件应用程序与用户语音界面

    公开(公告)号：US08055713B2

    公开(公告)日：2011-11-08

    申请号：US10715179

    申请日：2003-11-17

    Applicant: Steven J. Simske ,  R. John Burns ,  Xiaofan Lin ,  Sherif Yacoub

    Inventor： Steven J. Simske ,  R. John Burns ,  Xiaofan Lin ,  Sherif Yacoub

    IPC: G06F15/16

    CPC classification number: G06Q10/107 ,  G10L15/26

    Abstract: In at least some embodiments, a system may comprise a user voice interface, a processor coupled to the user voice interface, wherein the processor interprets words spoken by a user, and a memory coupled to the processor, wherein the memory stores an email application, wherein the email application summarizes email messages and navigates a plurality of email messages according to the words spoken by the user.

    Abstract translation: 在至少一些实施例中，系统可以包括用户语音接口，耦合到用户语音接口的处理器，其中处理器解释由用户所说出的单词和耦合到处理器的存储器，其中存储器存储电子邮件应用程序， 其中电子邮件应用程序总结电子邮件消息，并根据用户说出的话导航多个电子邮件消息。

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