公开(公告)号：US20070121892A1

公开(公告)日：2007-05-31

申请号：US11669067

申请日：2007-01-30

Applicant: BENJAMIN KNOTT ,  Robert Bushey

Inventor： BENJAMIN KNOTT ,  Robert Bushey

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5175 ,  G06Q10/06395 ,  H04M3/2227 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/527

Abstract: A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a metric that describes the system in monetary terms.

Abstract translation: 评估呼叫中心系统设计的方法。 一个特定的系统被投入使用，并收集数据以量化各种服务质量因素。 每个服务质量因子乘以费用乘数，并添加到代理成本因子中。 结果是以货币方式描述系统的度量。

公开(公告)号：US20070025528A1

公开(公告)日：2007-02-01

申请号：US11176972

申请日：2005-07-07

Applicant: Benjamin Knott ,  Robert Bushey ,  John Martin

Inventor： Benjamin Knott ,  Robert Bushey ,  John Martin

IPC: H04M3/08

CPC classification number: H04M3/10 ,  H04M3/5166 ,  H04M2201/40

Abstract: A system and method for monitoring and reporting automated call-processing performance is disclosed. Initially, performance metrics can be established for normal or acceptable system performance. Performance metrics may be determined for individual components and/or a combination of components in a system, wherein the individual metric may help to provide a performance indicator for the call processing system. The performance metrics can be established by utilizing historical data gathered from past operating characteristics or operating parameters. The performance metric can be calculated from past operating characteristics and could be a statistical distribution or a statistical value. This statistical distribution will often conform to a Gaussian distribution also known as a bell curve. However, acceptable performance limits can be set based on nearly any statistical distribution. A monitor can collect data over a predetermined time interval and process the monitored data to provide a “near” real-time performance data. When the near real time performance data falls within a pre-defined range of normal operation (based on the statistical distribution) system operation is most likely acceptable and operation proceeds. However, when the system performance data is outside of a normal range of operation, beyond a performance metric or exceeds a threshold value an alarm can be set to notify a human or an electronic device.

Abstract translation: 公开了用于监视和报告自动呼叫处理性能的系统和方法。 最初，可以为正常或可接受的系统性能建立性能指标。 可以为系统中的各个组件和/或组件的组合确定性能度量，其中单独度量可以帮助为呼叫处理系统提供性能指标。 绩效指标可以通过利用从过去的经营特征或经营参数收集的历史数据来建立。 绩效指标可以从过去的经营特征来计算，可以是统计分布或统计值。 该统计分布通常符合也称为钟形曲线的高斯分布。 然而，可以基于几乎任何统计分布来设置可接受的性能限制。 监视器可以在预定的时间间隔内收集数据并处理监视的数据以提供“接近”的实时性能数据。 当近实时性能数据落在正常操作的预定义范围内（基于统计分布）时，系统操作很可能是可接受的并且操作进行。 然而，当系统性能数据超出正常操作范围时，超出性能度量或超过阈值，可以设置报警以通知人或电子设备。

公开(公告)号：US20060259865A1

公开(公告)日：2006-11-16

申请号：US11487782

申请日：2006-07-17

Applicant: Benjamin Knott ,  Robert Bushey

Inventor： Benjamin Knott ,  Robert Bushey

IPC: G06F9/00 ,  G06F3/00

CPC classification number: G06Q10/10 ,  G06Q10/06 ,  H04M3/493 ,  H04M2203/355 ,  Y10S715/978

Abstract: A communication system includes a selection module for selecting appropriate user interface types for nodes within a task. The selection module interacts with a selection criteria library and a user interface dialogue model library to determine an appropriate user interface. Selection criteria library and user interface dialogue model library may be selectively and dynamically adapted to reflect environmental, customer and organization changes.

公开(公告)号：US20060215831A1

公开(公告)日：2006-09-28

申请号：US11086796

申请日：2005-03-22

Applicant: Benjamin Knott ,  Phillip Kortum

Inventor： Benjamin Knott ,  Phillip Kortum

IPC: H04M1/64 ,  H04M3/42

CPC classification number: H04M3/493 ,  H04M2201/40 ,  H04M2203/2061

Abstract: The present disclosure provides a system and method configured to establish a connection with a party at an interactive voice response (IVR) system and provide a plurality of virtual agents associated with virtual departments based on a current stage within the process. A caller or party can be prompted with a first virtual agent when addressing content related to a first virtual department and prompted by a second virtual agent when addressing content related to a second virtual department.

Abstract translation: 本公开提供了一种配置为在交互式语音响应（IVR）系统建立与一方的连接的系统和方法，并且基于该过程中的当前阶段提供与虚拟部门相关联的多个虚拟代理。 当处理与第一虚拟部门相关的内容并且在寻址与第二虚拟部门相关的内容时由第二虚拟代理提示时，可以用第一虚拟代理提示主叫方或派对。

公开(公告)号：US20060200348A1

公开(公告)日：2006-09-07

申请号：US11419663

申请日：2006-05-22

Applicant: Benjamin Knott ,  John Martin ,  Robert Bushey ,  Tracy Smart

Inventor： Benjamin Knott ,  John Martin ,  Robert Bushey ,  Tracy Smart

IPC: G10L17/00

CPC classification number: G10L15/22

Abstract: A method and system for error prevention and recovery of voice activated navigation through a menu having plural nodes provides situation dependent utterance verification by relating confirmation to utterance determination confidence levels. In one embodiment, a high confidence level results in implicit confirmation, a medium confidence level results in explicit confirmation and a low confidence level results in a concise interrogative prompt of a single word that requests the user to repeat the utterance. In situations where voice recognition is difficult, dual modality with DTMF navigation is provided as an option for menu selections.

Abstract translation: 通过具有多个节点的菜单进行语音激活导航的错误预防和恢复的方法和系统通过将确认与话语确定置信水平相关联来提供与情况相关的话语验证。 在一个实施例中，高置信水平导致隐含确认，中等置信水平导致明确的确认，并且低置信水平导致请求用户重复发音的单个单词的简明询问提示。 在语音识别困难的情况下，提供DTMF导航的双重模式作为菜单选择的选项。

公开(公告)号：US20060188087A1

公开(公告)日：2006-08-24

申请号：US11062100

申请日：2005-02-18

Applicant: Philip Kortum ,  Benjamin Knott ,  Robert Bushey

Inventor： Philip Kortum ,  Benjamin Knott ,  Robert Bushey

IPC: H04M3/00

CPC classification number: H04M3/428 ,  H04M3/4285 ,  H04M3/523 ,  H04M2203/2011

Abstract: The present disclosure provides a system and method configured to provide a caller with selectable music options when the caller is on hold. The method establishes a connection between a caller and a receiving system, wherein the receiving system is configured to retrieve one of the plurality of music selections. The caller can select music from a plurality of selections. The system and method can provide a menu driven interaction and utilize voice commands and touchtone input to provide selected music to the caller.

Abstract translation: 本公开提供了一种系统和方法，其配置为当呼叫者处于保持状态时向呼叫者提供可选择的音乐选项。 该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检索多个音乐选择中的一个。 呼叫者可以从多个选择中选择音乐。 该系统和方法可以提供菜单驱动的交互并且利用语音命令和按键输入来向呼叫者提供选定的音乐。

公开(公告)号：US20060161431A1

公开(公告)日：2006-07-20

申请号：US11036201

申请日：2005-01-14

Applicant: Robert Bushey ,  Michael Sabourin ,  Carl Potvin ,  Benjamin Knott ,  John Martin

Inventor： Robert Bushey ,  Michael Sabourin ,  Carl Potvin ,  Benjamin Knott ,  John Martin

IPC: G10L15/26

CPC classification number: G10L15/1822 ,  G10L15/08 ,  G10L2015/0631

Abstract: A method for processing a call is disclosed. The method receives a speech input via a call and transforms at the speech input into a textual format. The method also creates a list of salient terms of actions and objects from the text, adjusts the confidence level of objects on the list if the dominant term is an action and selects a complimentary object from the list to combine with the action to form an action-object pair. The method further adjusts a confidence level of actions on the list if the dominant term is an object and selects a complementary action from the list to combine with the action to form the action-object pair, and routes the call based on the action-object pair

Abstract translation: 公开了一种处理呼叫的方法。 该方法通过呼叫接收语音输入，并将语音输入转换为文本格式。 该方法还从文本中创建动作和对象的显着术语列表，如果主要术语是动作，则调整列表中对象的置信度，并从列表中选择一个互补对象以与动作相结合以形成动作 对象对。 该方法进一步调整列表上的动作的置信水平，如果主要术语是对象，并从列表中选择补充动作，与动作组合起来形成动作对象对，并且基于动作对象路由呼叫 对

公开(公告)号：US20060153345A1

公开(公告)日：2006-07-13

申请号：US11032495

申请日：2005-01-10

Applicant: Robert Bushey ,  Benjamin Knott ,  Sarah Korth

Inventor： Robert Bushey ,  Benjamin Knott ,  Sarah Korth

IPC: H04M1/64

CPC classification number: H04M3/4936 ,  G10L15/26 ,  G10L19/0204 ,  G10L19/265 ,  H04M3/523 ,  H04M2201/60

Abstract: A method of processing a call is disclosed. The method can transform speech input from a caller of a call into text and convert the text into an object and an action. The method determines a call destination based on the object and the action. The method can route the call to a destination when a caller is not in compliance with at least one business rule. The method can further route the call to the call destination when the caller is in compliance.

Abstract translation: 公开了一种处理呼叫的方法。 该方法可以将来自调用者的语音输入转换为文本，并将文本转换为对象和动作。 该方法基于对象和动作确定呼叫目的地。 当呼叫方不符合至少一个业务规则时，该方法可以将呼叫路由到目的地。 当呼叫者符合时，该方法可以进一步将呼叫路由到呼叫目的地。

公开(公告)号：US20060126811A1

公开(公告)日：2006-06-15

申请号：US11010633

申请日：2004-12-13

Applicant: Robert Bushey ,  Benjamin Knott ,  John Martin

Inventor： Robert Bushey ,  Benjamin Knott ,  John Martin

IPC: H04M15/06

CPC classification number: H04M15/06

Abstract: A method of processing call is disclosed. In a particular embodiment, the method includes prompting a caller for information. The method further includes selecting a resource to process the information, determining a delay time to estimate when the resource will be available to the caller, providing a message to the caller having a time duration based on the delay time, and processing the caller's information.

Abstract translation: 公开了一种处理呼叫的方法。 在特定实施例中，该方法包括提示呼叫者信息。 该方法还包括选择资源以处理信息，确定延迟时间以估计资源何时可用于呼叫者，向呼叫者提供基于延迟时间的持续时间的消息，以及处理呼叫者的信息。

公开(公告)号：US20060098803A1

公开(公告)日：2006-05-11

申请号：US11311140

申请日：2005-12-20

Applicant: Robert Bushey ,  Benjamin Knott

Inventor： Robert Bushey ,  Benjamin Knott

IPC: H04M3/00

CPC classification number: H04M3/5191

Abstract: Communications are routed to an agent. An agent model is selected for each of a group of agents, based upon an identified modality of an incoming communication from a requester. An agent is determined corresponding to one of the selected agent models best matched to a requester corresponding to the incoming communication. A communication connection is established between the requester and the best matched agent.

Abstract translation: 通信被路由到代理。 基于来自请求者的传入通信的所识别的模式，为一组代理中的每一个选择代理模型。 对应于与对应于进入通信的请求者最佳匹配的所选择的代理模型之一来确定代理。 在请求者和最佳匹配代理之间建立通信连接。