公开(公告)号：US20060115070A1

公开(公告)日：2006-06-01

申请号：US10999199

申请日：2004-11-29

Applicant: Robert Bushey ,  Benjamin Knott ,  John Martin

Inventor： Robert Bushey ,  Benjamin Knott ,  John Martin

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5166 ,  H04M3/527 ,  H04M2201/40 ,  H04M2203/355

Abstract: A call routing system prompts a caller for information and receives a response from the caller. Based on the caller's response, a confidence value is assigned to the call. The confidence value can be assigned based on the likelihood that the received information is consistent with the prompt and other criteria. Additional prompts are provided to the caller based on the confidence value, and additional caller's responses are used to modify the confidence value. At least one threshold confidence level is set and when the confidence value of the call meets or exceeds the threshold (because of low confidence), the call is immediately routed to a human operator.

Abstract translation: 呼叫路由系统提示呼叫者获取信息并从呼叫者接收响应。 根据呼叫者的响应，将一个置信度值分配给呼叫。 可以基于接收的信息与提示和其他标准一致的可能性来分配置信度值。 基于置信度值向呼叫者提供额外提示，并且使用附加呼叫者的响应来修改置信度值。 设置至少一个阈值置信水平，并且当呼叫的置信度满足或超过阈值（由于低置信度）时，呼叫被立即路由到人操作者。

公开(公告)号：US20060069569A1

公开(公告)日：2006-03-30

申请号：US10942605

申请日：2004-09-16

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：US20060056602A1

公开(公告)日：2006-03-16

申请号：US10939744

申请日：2004-09-13

Applicant: Robert Bushey ,  Benjamin Knott ,  John Martin

Inventor： Robert Bushey ,  Benjamin Knott ,  John Martin

IPC: H04M1/64

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.

公开(公告)号：US20060026049A1

公开(公告)日：2006-02-02

申请号：US10901926

申请日：2004-07-28

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

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

IPC: G06Q90/00

CPC classification number: G06Q90/00 ,  G06Q10/0635 ,  G06Q10/06375 ,  G06Q10/0639 ,  G06Q30/0201

Abstract: A method of identifying and prioritizing automated customer care applications for use in connection with interactive voice response systems is disclosed. The method includes receiving a first set of data produced by a first data-driven evaluation process relating to a call center environment responsive to calls received by the interactive voice response systems; receiving a second set of data produced by a second data-driven evaluation process relating to customer preferences with respect to self-service for each of a set of tasks; and generating a prioritized list of automated customer care applications based on the first set of data and the second set of data.

Abstract translation: 公开了一种识别和优先考虑与交互式语音应答系统结合使用的自动化客户服务应用的方法。 该方法包括响应于由交互式语音响应系统接收的呼叫，接收与呼叫中心环境相关的第一数据驱动评估过程产生的第一组数据; 通过与一组任务中的每一个相关的关于自助服务的客户偏好的第二数据驱动评估过程产生的第二组数据; 以及基于所述第一组数据和所述第二组数据生成自动化客户服务应用的优先列表。

公开(公告)号：US20060023863A1

公开(公告)日：2006-02-02

申请号：US10901925

申请日：2004-07-28

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

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

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5166 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/2011

Abstract: A system and method of processing a call at a call center is provided. In a particular embodiment, the method includes receiving the call at the call center, receiving an indication element associated with a call center transaction, retrieving call center transaction data based on the indication element, and generating a sequence of pre-populated call center agent terminal transaction processing screens based on at least a portion of the call center transaction data. In a particular embodiment, a set of prioritized transactions based on likelihood of matching a customer request is disclosed.

Abstract translation: 提供了一种在呼叫中心处理呼叫的系统和方法。 在特定实施例中，该方法包括在呼叫中心接收呼叫，接收与呼叫中心事务相关联的指示元素，基于指示元素检索呼叫中心事务数据，以及生成预先填充呼叫中心代理终端 基于呼叫中心交易数据的至少一部分的交易处理屏幕。 在特定实施例中，公开了基于匹配客户请求的可能性的一组优先级交易。

公开(公告)号：US20060018443A1

公开(公告)日：2006-01-26

申请号：US10898722

申请日：2004-07-23

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

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

IPC: H04M11/00

CPC classification number: H04M3/493 ,  H04M2203/355 ,  Y10S379/917

Abstract: The disclosure is directed to a system including a factor engine, an audio clip sequencing engine and an announcement engine. The factor engine is configured to identify an ordered set of menu options based on a plurality of weighted factors. The audio clip sequencing engine is responsive to the factor engine and is configured to generate an ordered sequence of audio clips based on the ordered set of menu options. The announcement engine is responsive to the audio clip sequencing engine and is configured to play the ordered sequence of audio clips.

Abstract translation: 本公开涉及包括因子引擎，音频剪辑排序引擎和通告引擎的系统。 因子引擎被配置为基于多个加权因子来识别菜单选项的有序集合。 音频剪辑排序引擎响应于因子引擎，并且被配置为基于有序的菜单选项集来生成音频剪辑​​的有序序列。 通知引擎响应于音频剪辑排序引擎，并被配置为播放音频剪辑的有序序列。

公开(公告)号：US20050261902A1

公开(公告)日：2005-11-24

申请号：US10852342

申请日：2004-05-24

Applicant: Robert Bushey ,  Benjamin Knott ,  John Martin

Inventor： Robert Bushey ,  Benjamin Knott ,  John Martin

IPC: G10L15/06 ,  H04M3/493

CPC classification number: H04M3/5232 ,  G10L15/1822 ,  G10L15/183 ,  H04M3/493 ,  H04M2201/40 ,  H04M2203/355

Abstract: A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs.

Abstract translation: 一种为服务中心（如自动语音识别（ASR）自助服务中心）设计客户接口的方法。 对现有服务中心的客户活动进行监控，提供客户模型，其中包括客户任务的集合。 这些任务分配给动作对象对，进一步分配给路由目的地。 对话框模块根据客户模型数据进行设计，包括消歧对话框。

公开(公告)号：US20050238145A1

公开(公告)日：2005-10-27

申请号：US10829557

申请日：2004-04-22

Applicant: Benjamin Knott ,  John Martin ,  Robert Bushey ,  Michael Ahnemann

Inventor： Benjamin Knott ,  John Martin ,  Robert Bushey ,  Michael Ahnemann

IPC: H04M1/64 ,  H04M3/493 ,  H04M11/00

CPC classification number: H04M3/4936

Abstract: A method of providing a verbal dialog interface for a caller to an automated self-service “how to use” call system. The method uses a combination of natural language and directed dialog techniques to permit callers to hear instructions through three paths: by saying the name of a topic, by selecting the topic from a menu, or by describing the topic. A playback feature permits the caller to control the pace of presentation of the dialog. Partitioning of the dialog into modules ensures that the caller remains on track during the dialog.

Abstract translation: 一种为呼叫者提供语言对话界面的方法，用于自动化自助服务“如何使用”呼叫系统。 该方法使用自然语言和定向对话技术的组合，以允许呼叫者通过三条路径听到说明：通过从菜单中选择主题或通过描述主题来说明主题的名称。 播放功能允许呼叫者控制对话框的呈现速度。 将对话框分区到模块中可确保对话框中的呼叫者保持正常。

公开(公告)号：US20050131892A1

公开(公告)日：2005-06-16

申请号：US10732397

申请日：2003-12-10

Applicant: Benjamin Knott ,  Robert Bushey ,  Theodore Pasquale

Inventor： Benjamin Knott ,  Robert Bushey ,  Theodore Pasquale

IPC: G06F17/30

CPC classification number: G06F16/954

Abstract: A method and system for providing a natural language web site interface. A visitor to the web site (typically a customer to a commercial web site) is prompted to enter a natural language query. The query is interpreted and associated with content for that web site, which is then downloaded to the user.

Abstract translation: 一种用于提供自然语言网站界面的方法和系统。 提示网站的访问者（通常是商业网站的客户）输入自然语言查询。 该查询将被解释并与该网站的内容相关联，然后将其下载到用户。

公开(公告)号：US20080040118A1

公开(公告)日：2008-02-14

申请号：US11834520

申请日：2007-08-06

Applicant: Benjamin Knott ,  Robert Bushey ,  John Martin

Inventor： Benjamin Knott ,  Robert Bushey ,  John Martin

IPC: G10L11/00

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一个提示替代。