公开(公告)号：US20050195961A1

公开(公告)日：2005-09-08

申请号：US10793002

申请日：2004-03-04

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

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

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/523 ,  H04M3/5232 ,  H04M2203/2011

Abstract: A system, method and software for delivering targeted queue-time content are provided. In response to user selection of a transaction or information from a call center, content matched between the selected transaction and one or more items of information concerning the user are preferably compiled. During the period in which the user awaits service in a queue associated with a transaction agent or service module for the selected transaction, the matched data relating user specific information to the selected transaction is presented for user consumption and/or selection therefrom. The selection of an alternate transaction from within one queue may be enhanced by a repetition of the matching of user specific information with one or more aspects of the alternate transaction selection being compiled and presented to the user during a subsequent queued period associated with the alternate transaction selection.

Abstract translation: 提供了一种用于提供目标队列时间内容的系统，方法和软件。 响应于来自呼叫中心的交易或信息的用户选择，优选地编译在所选择的交易与关于用户的一个或多个信息项之间匹配的内容。 在用户等待与所选事务的事务代理或服务模块相关联的队列中的服务期间，将用户特定信息与所选事务相关联的匹配数据被呈现给用户消费和/或从其中进行选择。 可以通过重复将用户特定信息与在备用事务选择中的一个或多个方面的重复进行增强，所述备选事务选择在与备用事务相关联的后续排队周期期间被编译并呈现给用户 选择。

公开(公告)号：US20050183032A1

公开(公告)日：2005-08-18

申请号：US10779945

申请日：2004-02-17

Applicant: Robert Bushey ,  John Martin ,  Benjamin Knott

Inventor： Robert Bushey ,  John Martin ,  Benjamin Knott

IPC: G10L11/00 ,  G10L15/22

CPC classification number: G10L15/22

Abstract: A system for managing recognition errors in a multiple dialog state environment incorporates an error management module. The error management module includes error counters and error set points associated with the system globally as well as associated with specific dialog states. User interaction within the system may then be managed based upon the status of the error counters in relation to the error set points.

Abstract translation: 用于在多对话状态环境中管理识别错误的系统包括错误管理模块。 错误管理模块包括与系统全局相关联的错误计数器和错误设置点以及与特定对话状态相关联的错误设置点。 然后可以基于与错误设定点相关的错误计数器的状态来管理系统内的用户交互。

公开(公告)号：US20050169453A1

公开(公告)日：2005-08-04

申请号：US10766985

申请日：2004-01-29

Applicant: Benjamin Knott ,  Robert Bushey ,  John Martin ,  Stephanie Andrews

Inventor： Benjamin Knott ,  Robert Bushey ,  John Martin ,  Stephanie Andrews

IPC: G06Q99/00 ,  H04M1/64 ,  H04M3/00 ,  H04M3/493 ,  H04M5/00

CPC classification number: H04M3/4936 ,  G06Q10/06311 ,  G06Q10/0639 ,  G06Q30/0203 ,  G06Q30/0601 ,  G06Q40/08

Abstract: A method, software and system of developing personalities for interactive and/or automated call center applications are provided. According to teachings of the present invention, sample population questionnaires and interviews may be used to identify key personality traits. The impact of the identified key personality traits are then empirically determined. Based on the empirical determination of the key personality traits' impact on customer satisfaction, a plurality of personality profiles may be generated for evaluation. A plurality of application types and voice talents may then be employed to evaluate the impact of each personality profile on customer satisfaction, for different user populations and different types of automated systems. The personality traits for each automated system are preferably rated and reviewed to ensure a system accurately represents the identified key personality traits. The various voice talents may also be evaluated to identify those traits best at conveying a desired personality.

Abstract translation: 提供了一种交互式和/或自动化呼叫中心应用开发人员的方法，软件和系统。 根据本发明的教导，可以使用样本人口问卷调查和访谈来识别关键人格特质。 确定的关键人格特质的影响然后由经验确定。 基于关键人格特质对客户满意度的影响的经验确定，可以生成多个个性概况以进行评估。 然后，可以使用多种应用类型和语音人才来评估每个个性概况对于不同用户群体和不同类型的自动化系统的顾客满意度的影响。 优选评估和审查每个自动系统的个性特征以确保系统准确地表示所识别的关键人格特征。 还可以对各种声音人才进行评估，以确定最适合传达期望个性的特征。

公开(公告)号：US20050135595A1

公开(公告)日：2005-06-23

申请号：US10737921

申请日：2003-12-18

Applicant: Robert Bushey ,  Benjamin Knott

Inventor： Robert Bushey ,  Benjamin Knott

IPC: H04M3/51 ,  H04M3/00 ,  H04M11/00

CPC classification number: H04M3/5191

Abstract: A method for intelligently routing customer communications to an agent includes receiving a customer's request to initiate communications. A modality of the requested communications is identified and a profile of the customer is obtained. An agent model is generated for each modality supported by each agent. An agent model is selected from a set of agent models for each of a set of agents, based upon the identified modality. The profile of the customer is compared with the selected model for each of the set of agents to determine a best match. A communications connection is established between the customer and the best matched agent.

Abstract translation: 智能地将客户通信路由到代理的方法包括接收客户发起通信的请求。 识别所请求的通信的模式，并获得客户的简档。 为每个代理支持的每个模态生成代理模型。 基于识别的模态，从一组代理中的每一个代理模型中选择代理模型。 将客户的配置文件与所选代理中的每一个与所选择的模型进行比较，以确定最佳匹配。 在客户和最佳匹配代理之间建立通信连接。

公开(公告)号：US20050058264A1

公开(公告)日：2005-03-17

申请号：US10972623

申请日：2004-10-25

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

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

IPC: G06Q10/10 ,  G06Q30/02 ,  H04W4/24 ,  H04M1/24 ,  H04M11/00

CPC classification number: G06Q30/02 ,  G06Q10/109 ,  H04M3/5166

Abstract: A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and report the complaint without having to speak with a customer service representative. The complaint module obtains the customer telephone number and retrieves customer account information using the customer telephone number. Using the customer account information, the complaint module extrapolates a type of complaint for the customer complaint and prompts the customer for information regarding the customer complaint and the type of the complaint. The customer provides customer responses to the prompts and the complaint module provides an indication to the customer regarding each customer response. Once the customer complaint has been resolved, the complaint module stores information regarding the slam or cram for reporting requirements and tracking purposes.

Abstract translation: 用于自动化客户砰击和挤压投诉的方法和系统包括具有一个或多个接收设备和投诉模块的自动报告系统。 想要报告大满贯或者填写的客户访问自动报告系统并报告投诉，而不必与客户服务代表交谈。 投诉模块获取客户电话号码，并使用客户电话号码检索客户帐户信息。 使用客户帐户信息，投诉模块会推断客户投诉的投诉类型，并提示客户提供有关客户投诉和投诉类型的信息。 客户提供客户对提示的响应，投诉模块向客户提供关于每个客户响应的指示。 一旦客户投诉得到解决，投诉模块将存储有关用于报告要求和跟踪目的的大满贯或填写的信息。

公开(公告)号：US20050055216A1

公开(公告)日：2005-03-10

申请号：US10655437

申请日：2003-09-04

Applicant: Robert Bushey ,  Benjamin Knott ,  Theodore Pasquale ,  Shannon Novak ,  John Elliott

Inventor： Robert Bushey ,  Benjamin Knott ,  Theodore Pasquale ,  Shannon Novak ,  John Elliott

IPC: G10L15/06 ,  G10L15/18 ,  G10L15/00

CPC classification number: G10L15/063 ,  G10L15/193

Abstract: A system and method for automatically collecting data for grammar creation includes one or more receiving devices, a collection module, a speech recognition engine, and a routing module. The receiving device receives a plurality of inbound inquiries from customers while the collection module queries the customers for an opening statement including a customer task. The speech recognition engine recognizes the speech of the customers in the opening statements and analyzes the one or more recognized words in the speech of the customer. The routing module identifies the customer task from the recognized speech of the opening statement, determines the correct routing destination for the inbound inquiry based on the analysis of the recognized words, and automatically routes the inbound inquiry to the correct routing destination. The system and method further includes a tuning module that creates and modifies grammars that enable more accurate speech recognition.

Abstract translation: 用于自动收集用于语法创建的数据的系统和方法包括一个或多个接收设备，收集模块，语音识别引擎和路由模块。 接收设备从客户接收多个入站查询，而收集模块向客户询问包括客户任务的开放声明。 语音识别引擎在开幕词中识别客户的演讲，并分析客户演讲中的一个或多个认可词。 路由模块根据开放语句的识别语音识别客户任务，根据识别字的分析确定入站查询的正确路由目的地，并自动将入站查询路由到正确的路由目的地。 该系统和方法还包括调整模块，其创建和修改能够进行更准确的语音识别的语法。

公开(公告)号：US20050047578A1

公开(公告)日：2005-03-03

申请号：US10963229

申请日：2004-10-12

Applicant: Benjamin Knott ,  Robert Bushey

Inventor： Benjamin Knott ,  Robert Bushey

IPC: H04M3/22 ,  H04M3/51 ,  H04M3/527 ,  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.

公开(公告)号：US20060159240A1

公开(公告)日：2006-07-20

申请号：US11036204

申请日：2005-01-14

Applicant: Robert Bushey ,  Benjamin Knott ,  John Martin

Inventor： Robert Bushey ,  Benjamin Knott ,  John Martin

IPC: H04M11/00

CPC classification number: H04M3/42204 ,  G10L15/08 ,  G10L15/1815 ,  H04M3/51 ,  H04M2201/60 ,  H04M2203/2011

Abstract: A method for processing a call is disclosed. The method receives a speech input in connection with a call and transforms at least a segment of the speech input into a first textual format. The method also generates a first list of entries based, at least partially, on a consideration of the first textual format, the first list comprising at least one action with a corresponding confidence level and at least one object with another corresponding confidence level, selects an entry of the first list having a higher corresponding confidence level, outputs a second textual format. The method further generates a second list based, at least partially on consideration of the selected entry and the second textual format and suggesting a routing option for the call based on the selected entry and a pairing entry in the second list having a high corresponding confidence level.

Abstract translation: 公开了一种处理呼叫的方法。 该方法接收与呼叫相关联的语音输入，并将至少一段语音输入转换为第一文本格式。 该方法至少部分地基于第一文本格式的考虑来生成第一列表，第一列表包括具有对应置信度的至少一个动作和至少一个具有另一对应置信度的对象，选择一个 具有较高对应置信度的第一列表的输入输出第二文本格式。 该方法至少部分地基于考虑所选择的条目和第二文本格式生成第二列表，并且基于所选择的条目来建议用于呼叫的路由选项，并且在第二列表中具有高对应置信水平的配对条目 。