公开(公告)号：US20100293543A1

公开(公告)日：2010-11-18

申请号：US12464739

申请日：2009-05-12

申请人： George Erhart ,  Valentine Matula ,  David Skiba

发明人： George Erhart ,  Valentine Matula ,  David Skiba

IPC分类号： G06F9/48 ,  G06F9/455

CPC分类号： H04W8/18 ,  G06F9/44 ,  G06F9/45558 ,  H04M1/72569 ,  H04M15/00 ,  H04W88/00

摘要： Methods, devices, and systems for dynamically changing between contexts running simultaneously on a single communication device, such as a mobile communication device. More particularly, each context can be run as a virtual machine on the same communication device and context-related parameters can be used to determine which context or combination of contexts should be applied at a particular time.

摘要翻译： 用于在诸如移动通信设备的单个通信设备上同时运行的上下文之间动态地改变的方法，设备和系统。 更具体地，每个上下文可以作为同一通信设备上的虚拟机运行，并且可以使用上下文相关参数来确定在特定时间应该应用哪个上下文或上下文的组合。

公开(公告)号：US20070036293A1

公开(公告)日：2007-02-15

申请号：US11188542

申请日：2005-07-25

申请人： George Erhart ,  Valentine Matula ,  David Skiba

发明人： George Erhart ,  Valentine Matula ,  David Skiba

IPC分类号： H04M11/00

CPC分类号： H04M3/42323 ,  H04M3/493 ,  H04M3/4938 ,  H04M7/0039 ,  H04M2201/50

摘要： A method and apparatus are disclosed for enabling an interactive voice response (IVR) system to deliver a video stream to a telecommunications terminal and handle events related to the video stream. In particular, the illustrative embodiment overcomes two disadvantages of the prior art. First, the illustrative embodiment enables events to be generated and caught by a script of an IVR system at any time during a call. Second, the illustrative embodiment enables events to be handled in parallel with the execution of a script of the IVR system, thereby enabling the performing of actions response to a stream-related event without halting or interfering with other tasks of the IVR script.

摘要翻译： 公开了一种使交互式语音响应（IVR）系统能够将视频流传送到电信终端并处理与视频流有关的事件的方法和装置。 特别地，说明性实施例克服了现有技术的两个缺点。 首先，说明性实施例使得可以在呼叫期间的任何时间由IVR系统的脚本生成和捕获事件。 第二，说明性实施例使得能够与执行IVR系统的脚本并行地处理事件，从而使得能够执行对流相关事件的动作响应而不停止或干扰IVR脚本的其他任务。

公开(公告)号：US20060203978A1

公开(公告)日：2006-09-14

申请号：US11235890

申请日：2005-09-27

申请人： George Erhart ,  Valentine Matula ,  David Skiba

发明人： George Erhart ,  Valentine Matula ,  David Skiba

IPC分类号： H04M11/00

CPC分类号： H04M3/4938 ,  H04M7/0036 ,  H04M7/0039

摘要： A method and apparatus are disclosed that enable an interactive voice response (IVR) system to deliver content streams of various media types (e.g., video, audio, etc.) to telecommunications terminals. The illustrative embodiment provides extensions to the Voice extensible Markup Language (VXML) standard that enable an IVR system script to specify the playback order, timing, and coordination of multiple content streams (e.g., whether an audio stream and a video stream should be played back concurrently or serially; whether a particular content stream should finish before playback of another content stream commences; whether a content stream that is currently playing should be stopped and supplanted with another content stream, etc.).

摘要翻译： 公开了一种方法和装置，其使得交互式语音响应（IVR）系统能够将各种媒体类型（例如，视频，音频等）的内容流传送到电信终端。 说明性实施例提供了语音可扩展标记语言（VXML）标准的扩展，其使IVR系统脚本能够指定多个内容流的回放顺序，定时和协调（例如，是否应该播放音频流和视频流 是否同时或连续地播放特定的内容流是否应该在播放另一个内容流之前完成;当前正在播放的内容流是否应该停止并替换为另一个内容流等等）。

公开(公告)号：US20060203976A1

公开(公告)日：2006-09-14

申请号：US11360256

申请日：2006-02-23

申请人： George Erhart ,  Valentine Matula ,  David Skiba

发明人： George Erhart ,  Valentine Matula ,  David Skiba

IPC分类号： H04M1/64

CPC分类号： H04M3/493 ,  H04M3/2227 ,  H04M3/4938

摘要： A method and apparatus are disclosed for intelligently delivering components of a multimedia content stream (e.g., audio component, video component, etc.) to a telecommunications terminal based on the quality of service (QoS) for transmissions received at the terminal. The illustrative embodiment is disclosed in the context of an interactive voice response system, but is applicable in a wide variety of other telecommunications systems and applications.

摘要翻译： 公开了一种基于用于在终端处接收的传输的服务质量（QoS）智能地将多媒体内容流（例如，音频分量，视频分量等）的组件传送到电信终端的方法和装置。 说明性实施例在交互式语音响应系统的上下文中公开，但可应用于各种其他电信系统和应用。

公开(公告)号：US20060098793A1

公开(公告)日：2006-05-11

申请号：US10983558

申请日：2004-11-08

申请人： George Erhart ,  Valentine Matula ,  David Skiba

发明人： George Erhart ,  Valentine Matula ,  David Skiba

IPC分类号： H04M11/00 ,  H04M3/00

CPC分类号： H04M3/5166 ,  H04M2242/15

摘要： A method and apparatus that enable the delivery of relevant content to a telecommunications user engaged in a call are disclosed. In the illustrative embodiment content is selected based on the state of the conversation, which is determined by any of the following: the interaction of a service agent or interactive voice response system with a software application; the menu state in an interactive voice response system; the current point in a script that is followed by the service agent; the current point in a workflow that is related to the call; information associated with the caller; and information associated with the call. Content might also be based on one or more of the following: the identity of the user, the telecommunications terminal employed by the user, the date and time, and the location of the user.

摘要翻译： 公开了一种能够向参与呼叫的电信用户传送相关内容的方法和装置。 在说明性实施例中，基于通过以下任一方式确定的会话状态来选择内容：服务代理或交互式语音响应系统与软件应用的交互; 交互式语音应答系统中的菜单状态; 服务代理后面的脚本中的当前点; 与呼叫相关的工作流中的当前点; 与呼叫者相关的信息; 以及与呼叫相关联的信息。 内容还可以基于以下一个或多个：用户的身份，用户使用的电信终端，日期和时间以及用户的位置。

公开(公告)号：US20060067507A1

公开(公告)日：2006-03-30

申请号：US10955977

申请日：2004-09-30

申请人： George Erhart ,  David Skiba ,  Venkatesh Krishnaswamy ,  Ravi Sethi ,  Valentine Matula

发明人： George Erhart ,  David Skiba ,  Venkatesh Krishnaswamy ,  Ravi Sethi ,  Valentine Matula

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/523 ,  H04M3/42059 ,  H04M3/42323 ,  H04M3/5183 ,  H04M3/5237 ,  H04M2201/38

摘要： A method is disclosed that coordinates the presentation of speech signals and screen images to a receiver of a call, without some of the costs, disadvantages, and limitations of techniques in the prior art. The illustrative embodiment of the present invention builds upon the infrastructure of the Session Initiation Protocol (or “SIP”) to distribute and transfer calls to agents who are associated with a call center or contact center system. A server-based system is used in conjunction with call distribution based on SIP to replace some desktop and agent computer/telephony integration arrangements, thereby providing first-party call control. Customer-related information is embedded in the call transfer itself; as a result, the display of the customer-related information occurs at the agent's telecommunications terminal at the same time the call arrives.

公开(公告)号：US20060025995A1

公开(公告)日：2006-02-02

申请号：US10901556

申请日：2004-07-29

申请人： George Erhart ,  Valentine Matula ,  David Skiba ,  Na'im Tyson

发明人： George Erhart ,  Valentine Matula ,  David Skiba ,  Na'im Tyson

IPC分类号： G10L15/08

CPC分类号： G10L15/1822

摘要： Methods and apparatus are provided for classifying a spoken utterance into at least one of a plurality of categories. A spoken utterance is translated into text and a confidence score is provided for one or more terms in the translation. The spoken utterance is classified into at least one category, based upon (i) a closeness measure between terms in the translation of the spoken utterance and terms in the at least one category and (ii) the confidence score. The closeness measure may be, for example, a measure of a cosine similarity between a query vector representation of said spoken utterance and each of said plurality of categories. A score is optionally generated for each of the plurality of categories and the score is used to classify the spoken utterance into at least one category. The confidence score for a multi-word term can be computed, for example, as a geometric mean of the confidence score for each individual word in the multi-word term.

摘要翻译： 提供了用于将讲话话语分类成多个类别中的至少一个的方法和装置。 一个口语说话被翻译成文本，并为翻译中的一个或多个术语提供置信度分数。 讲话语言分为至少一个类别，基于（i）翻译口语话语中的术语和至少一个类别中的术语之间的接近度量度，以及（ii）置信度分数。 接近度量可以是例如所述说话话语的查询向量表示与所述多个类别中的每一个之间的余弦相似度的量度。 可选地为多个类别中的每一个生成分数，并且使用分数将口语发音分类为至少一个类别。 可以计算多字词的置信度得分，例如，作为多字词中每个单词的置信分数的几何平均值。

公开(公告)号：US08718622B2

公开(公告)日：2014-05-06

申请号：US12888225

申请日：2010-09-22

申请人： George Erhart ,  Valentine Matula ,  David Skiba

发明人： George Erhart ,  Valentine Matula ,  David Skiba

IPC分类号： H04M3/00

CPC分类号： H04W4/02 ,  H04W4/10

摘要： Methods and systems that support the receipt of location data and/or touch data from a mobile communication device are provided. More particularly, a mobile customer service server is provided that can receive location data from or regarding a mobile communication device, and associate that location data with recognition data. The recognition data can in turn be delivered to other server side components, and used to select content to be returned to the mobile communication device. The mobile customer service server can also receive touch data input to the mobile communication device, and can provide recognition data related to the touch input to other server side component. Server side components provided with location or touch data by the mobile customer service server do not themselves need to natively support location recognition or touch recognition capabilities.

摘要翻译： 提供支持从移动通信设备接收位置数据和/或触摸数据的方法和系统。 更具体地，提供了可以从移动通信设备接收或关于移动通信设备的位置数据并将该位置数据与识别数据相关联的移动客户服务服务器。 识别数据又可以被传送到其他服务器端组件，并用于选择要返回给移动通信设备的内容。 移动客户服务服务器还可以接收输入到移动通信设备的触摸数据，并且可以向与其他服务器侧组件提供与触摸输入相关的识别数据。 由移动客户服务服务器提供位置或触摸数据的服务器端组件本身不需要本地支持位置识别或触摸识别功能。

公开(公告)号：US08478826B2

公开(公告)日：2013-07-02

申请号：US12833182

申请日：2010-07-09

申请人： George Erhart ,  Valentine Matula ,  David Skiba

发明人： George Erhart ,  Valentine Matula ,  David Skiba

IPC分类号： G06F15/16

CPC分类号： G06Q10/107 ,  G06Q50/01

摘要： A text communication, such as an email or blog posting from a user, is monitored to identify an issue. A score(s) of the text communication is determined by analyzing words/phrases in the text communication. A score can be based on various factors such as annoyance, language precision, help-ability, a communication length, and the like. A range for the score(s) is determined. When a response to the text communication is generated, a score(s) of the response to the text communication is determined. If one or more of the score(s) of the response is outside the range for the score(s), the response is rejected. Words/phrases are identified in the response to the text communication that can be changed in order to get the score(s) of the response within the range of the score(s) of the text communication. This information is displayed to an agent so an appropriate response can be formulated.

摘要翻译： 监视文本通信，例如从用户发布的电子邮件或博客，以识别问题。 通过分析文本通信中的单词/短语来确定文本通信的得分。 分数可以基于各种因素，如烦扰，语言准确度，帮助能力，沟通长度等。 确定得分的范围。 当产生对文本通信的响应时，确定对文本通信的响应的评分。 如果回答的一个或多个得分超出了分数的范围，则该回答被拒绝。 在可以改变文本通信的响应中识别词/短语，以便在文本通信的分数范围内获得响应的分数。 该信息被显示给代理，因此可以制定适当的响应。

公开(公告)号：US20120020471A1

公开(公告)日：2012-01-26

申请号：US12840151

申请日：2010-07-20

申请人： George Erhart ,  Valentine Matula ,  David Skiba

发明人： George Erhart ,  Valentine Matula ,  David Skiba

IPC分类号： H04M3/00

CPC分类号： H04M3/5232 ,  H04M3/42068 ,  H04M2201/18 ,  H04M2203/551

摘要： Systems and methods that employ contact escalation periods as criterion for managing routing procedures of a contact center. A prediction component can predict when a customer is likely to escalate a contact that is forwarded to a contact center, and hence facilitate resource matching based on such prediction. Accordingly, proactive and anticipatory contact interaction is enabled, wherein routing of contacts occur in-part based on predicted likelihood of escalations.

摘要翻译： 使用联系人升级周期作为管理联络中心路由过程的标准的系统和方法。 预测组件可以预测客户什么时候可能升级转发到联络中心的联系人，并因此有助于基于这样的预测的资源匹配。 因此，启用主动和预期的联系交互，其中基于预测的升级可能性，联系人的路由部分发生。