-
公开(公告)号：US07027586B2
公开(公告)日：2006-04-11
申请号：US10737921
申请日：2003-12-18
IPC分类号： H04M3/00
CPC分类号： H04M3/5191
摘要： 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.
摘要翻译： 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，并且获得客户的简档。 为每个代理支持的每个模态生成代理模型。 基于所识别的模态，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。
-
52.发明授权Method and system for mapping caller information to call center agent transactions 有权将呼叫者信息映射到呼叫中心代理交易的方法和系统公开(公告)号：US08165281B2
公开(公告)日：2012-04-24
申请号：US10901925
申请日：2004-07-28
IPC分类号： H04M3/00
CPC分类号： H04M3/5166 , H04M3/5183 , H04M2201/42 , H04M2203/2011
摘要： 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.
摘要翻译： 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：US07936861B2
公开(公告)日：2011-05-03
申请号：US10898722
申请日：2004-07-23
IPC分类号： H04M1/64
CPC分类号： H04M3/493 , H04M2203/355 , Y10S379/917
摘要： 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.
摘要翻译： 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。
-
54.发明授权Call routing from first to second dialog of interactive voice response system 有权呼叫路由从第一到第二对话的交互式语音应答系统公开(公告)号：US07349534B2
公开(公告)日：2008-03-25
申请号：US11539832
申请日：2006-10-09
CPC分类号： H04M3/5166 , H04M3/523 , H04M3/5238 , H04M2201/18 , H04M2203/2011
摘要： A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.
摘要翻译： 提供手动（由服务代表协助）和自动解决问题的对话的客户服务呼叫系统。 路由进程确定哪个对话框适合于来电。 路由过程确定自动化系统将解决问题的概率，并确定客户达到手动对话的预期保持时间。 路由进程使用此信息来确定呼叫如何路由。
-
55.发明授权Call routing from manual to automated dialog of interactive voice response system 有权从手动呼叫路由到交互式语音应答系统的自动对话公开(公告)号：US07120244B2
公开(公告)日：2006-10-10
申请号：US10948507
申请日：2004-09-23
CPC分类号： H04M3/5166 , H04M3/523 , H04M3/5238 , H04M2201/18 , H04M2203/2011
摘要： A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.
摘要翻译： 提供手动（由服务代表协助）和自动解决问题的对话的客户服务呼叫系统。 路由进程确定哪个对话框适合于来电。 路由过程确定自动化系统将解决问题的概率，并确定客户达到手动对话的预期保持时间。 路由进程使用此信息来确定呼叫如何路由。
-
56.发明申请Call Routing from First to Second Dialog of Interactive Voice Response System 审中-公开互动语音应答系统的第一对话通话路由公开(公告)号：US20080123838A1
公开(公告)日：2008-05-29
申请号：US12027091
申请日：2008-02-06
IPC分类号： H04M3/22
CPC分类号： H04M3/5166 , H04M3/523 , H04M3/5238 , H04M2201/18 , H04M2203/2011
摘要： A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.
摘要翻译： 提供手动（由服务代表协助）和自动解决问题的对话的客户服务呼叫系统。 路由进程确定哪个对话框适合于来电。 路由过程确定自动化系统将解决问题的概率，并确定客户达到手动对话的预期保持时间。 路由进程使用此信息来确定呼叫如何路由。
-
公开(公告)号：US06807274B2
公开(公告)日：2004-10-19
申请号：US10190145
申请日：2002-07-05
IPC分类号： H04M3523
CPC分类号： H04M3/5166 , H04M3/523 , H04M3/5238 , H04M2201/18 , H04M2203/2011
摘要： A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.
-
公开(公告)号：US07136476B2
公开(公告)日：2006-11-14
申请号：US11223172
申请日：2005-09-09
申请人： John M. Martin , Robert R. Bushey , Hisao M. Chang
发明人： John M. Martin , Robert R. Bushey , Hisao M. Chang
IPC分类号： H04M3/42
CPC分类号： H04M3/4936 , G10L15/26 , H04M3/4931 , H04M3/4933 , H04M2201/18 , H04M2201/40 , H04M2203/355
摘要： A method of providing a caller with a directory assistance dialog. The dialog is configurable, at any level of the dialog, from an automated speech recognition (ASR) dialog to an operator-assisted (OP) dialog. The dialog is handed off to an operator if any level of the speech recognition dialog fails. Also, a configuration switch may be set to cause the dialog to be handed off to an operator even if a response at some level of the ASR dialog is successfully recognized.
-
公开(公告)号：US07076049B2
公开(公告)日：2006-07-11
申请号：US10882183
申请日：2004-07-02
IPC分类号： H04M3/00
摘要： A method is provided for designing an interface system. The method includes receiving a call from a customer at a call center, and logging a reason the customer is calling the call center. Subsequently, reasons from multiple customers are collected and categorized into task categories to be performed by the interface system. Menu options can then be designed based upon the task categories. The menu options include some of the language the customers used to express the reason for calling the call center. Performance of the interface system is evaluated by using cumulative response time (CRT), which is a total time a user interfaces with the system, and routing accuracy. The routing accuracy accounts for whether the user successfully navigated the interface system to a correct destination, whether the user navigated to an incorrect destination, and whether the user did not navigate to any destination.
摘要翻译： 提供了一种用于设计接口系统的方法。 该方法包括在呼叫中心接收来自客户的呼叫，并记录客户呼叫呼叫中心的原因。 随后，收集来自多个客户的原因并将其分类为由接口系统执行的任务类别。 然后可以基于任务类别设计菜单选项。 菜单选项包括客户用来表达呼叫中心呼叫原因的一些语言。 使用累积响应时间（CRT）来评估接口系统的性能，这是用户与系统接口的总时间和路由精度。 路由精度考虑了用户是否成功地将接口系统导航到正确的目的地，用户是否导航到不正确的目的地，以及用户是否没有导航到任何目的地。
-
公开(公告)号：US07907719B2
公开(公告)日：2011-03-15
申请号：US11506790
申请日：2006-08-21
IPC分类号： H04M3/00
摘要： A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine the frequency of reasons or tasks of why users interact with a particular system. These reasons and their relative frequencies are used to design interface options that emphasize the user's task categories. Finally, the customer-centric interface designs are evaluated and compared with existing system interfaces using usability tests with actual users performing the tasks. The results from usability tests are used to pinpoint the task-option combinations that do not work well and which should be revised. Benefits of this customer-centric design are improved systems performance and increased user satisfaction.
摘要翻译： 一种设计接口系统的方法，允许用户将其任务的表示直接映射到接口。 以客户为中心的接口设计方法（C-CAID）有三个主要阶段。 最终用户的任务被分类以确定用户与特定系统交互的原因或任务的频率。 这些原因及其相对频率用于设计强调用户任务类别的界面选项。 最后，以用户为中心的接口设计进行评估，并与现有的系统接口进行比较，使用实际用户执行任务的可用性测试。 可用性测试的结果用于确定不能正常工作的任务选项组合，哪些应该修改。 以客户为中心的设计的优点是提高了系统性能并提高了用户满意度。
-
-
-
-
-
-
-
-
-
搜索结果
106 条记录 (耗时 0.037 秒)
