公开(公告)号：US20040259535A1

公开(公告)日：2004-12-23

申请号：US10896693

申请日：2004-07-21

申请人： Metro One Telecommunications, Inc.

发明人： Nicholas J. Elsey ,  Michael A. Kepler ,  Timothy a. Timmins ,  Michael T. Samudio

IPC分类号： H04M011/00

CPC分类号： G06Q10/109 ,  H04M1/2745 ,  H04M3/382 ,  H04M3/42161 ,  H04M3/44 ,  H04M3/4931 ,  H04M3/4933 ,  H04M7/00 ,  H04M7/003 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/2072 ,  H04M2242/15 ,  Y10S707/99939

摘要： A user may utilize a communication device, e.g., a wireless phone, mobile device or personal digital assistant (PDA), to contact an information/call center where an operator provides personalized information and communications services to the user in accordance with the invention. Such services include, e.g., providing listing information, contacts information, appointments information, etc. To provide effective connectivity, for example, when a user locates a phone number in his/her private directory using a web browser, the user may utilize a direct connect feature of the invention to initiate a phone call to the desired number over the Internet. In addition, the invention allows for delivery of the appointments information to the user not only via voice connection, but also SMS, email, facsimile, PDA, etc. It also allows for rendering a calendaring service in combination with such services as a TeleConciergenull service which helps the user to plan a future event, e.g., making a restaurant reservation. An appointment record concerning the future event is automatically incorporated into the user's calendar once it is successfully planned. To personalize the services, at least one profile associated with the user is used which specifies the subscribed services and the preferred ways of receiving them. For example, the profile may specify use of a special skilled operator, methods of delivery of information to the user, etc.

公开(公告)号：US06816727B2

公开(公告)日：2004-11-09

申请号：US10426513

申请日：2003-04-30

申请人： Patrick M. Cox ,  A. Peter Powell ,  Paul W. Filliger ,  Michael A. Kepler ,  Christopher A. Huey

发明人： Patrick M. Cox ,  A. Peter Powell ,  Paul W. Filliger ,  Michael A. Kepler ,  Christopher A. Huey

IPC分类号： G01C2200

CPC分类号： H04M3/60 ,  H04M3/42 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/424 ,  H04M3/48 ,  H04M3/493 ,  H04M3/4931 ,  H04M3/4933 ,  H04M3/4935 ,  H04M3/51 ,  H04M3/523 ,  H04M3/533 ,  H04M3/58 ,  H04M7/12 ,  H04M15/00 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2207/18 ,  H04M2242/22 ,  H04Q3/72 ,  H04W4/02

摘要： A wireless telephone subscriber who wishes directory assistance in the form of directions from one specified location to another is connected to a directory assistance agent. The subscriber identifies a destination location and any requested travel criteria. The directory assistance agent collects the subscriber's travel parameters and a routing algorithm on the server draws upon geographic, transportation, and related information stored on the server to generate an appropriate route to the destination location. The selected route may be divided into multiple segments. Directions according to each segment are provided to the subscriber. The subscriber may remain connected to the directory assistance center for all or any portion of the travel, may disconnect and reconnect as necessary, or may receive the entire route of travel in a single communication. Upon reconnection to a directory assistance agent while travelling, the subscriber is recognized as a travelling subscriber based on his MIN, ESN, or unique traveller identification number, and the agent is furnished with the subscriber's travel information and current location. The route of travel may be updated or amended as desired or as made necessary due to closed routes of travel, congestion, etc.

摘要翻译： 希望通过指定形式从一个指定位置到另一指定位置的目录帮助的无线电话用户被连接到目录帮助代理。 用户识别目的地位置和任何所要求的旅行标准。 目录援助代理收集用户的旅行参数，并且服务器上的路由算法利用存储在服务器上的地理，运输和相关信息来生成到目的地位置的适当路线。 所选择的路由可以被划分成多个段。 根据每个段的方向提供给订户。 用户可以保持连接到目录帮助中心，用于旅行的全部或任何部分，可以根据需要断开和重新连接，或者可以在单个通信中接收整个旅行路线。 在旅行期间重新连接到目录援助代理人，基于他的MIN，ESN或唯一的旅行者识别号码将用户识别为旅行用户，并且代理被提供有用户的旅行信息和当前位置。 旅行路线可能根据需要更新或修改，或由于封闭的旅行路线，拥堵等而作出必要的修改。

公开(公告)号：US20020196922A1

公开(公告)日：2002-12-26

申请号：US10158571

申请日：2002-05-29

发明人： Evan Marwell ,  Robert Pines

IPC分类号： H04M003/42 ,  H04M003/00

CPC分类号： H04M3/432 ,  H04M3/12 ,  H04M3/42059 ,  H04M3/42161 ,  H04M3/44 ,  H04M3/4931 ,  H04M3/4933 ,  H04M3/4935 ,  H04M3/51 ,  H04M3/5108 ,  H04M7/06 ,  H04M7/12 ,  H04M2203/105 ,  H04M2203/1058 ,  H04M2207/18 ,  H04M2242/22 ,  H04Q3/72 ,  Y10S379/90 ,  Y10S707/99931

摘要： A system and method for a personalized directory assistance system are provided. The system allows a user to speak with a customer service representative (CSR) by dialing an easy to remember telephone number on their phone. Specialized telephony equipment routes the call. to the customer service representative and the user's personal contact list made available to the (CSR). The CSR searches the user's personal contact list in accordance with the user's request. The CSR's terminal generates a call completion string and sends it to the telephony equipment using an out-of-band signaling network for release link transfer switching. The user's personal contact list can be populated by the user via a web browser, by interacting with the CSR, by synchronizing a personal information manager or personal digital assistant database or by sending a facsimile or the service provider.

摘要翻译： 提供了一种用于个性化目录辅助系统的系统和方法。 该系统允许用户通过在他们的电话上拨打容易记住的电话号码与客户服务代表（CSR）进行通话。 专用电话设备拨打电话。 向客户服务代表和用户（CSR）提供的个人联系人列表。 CSR根据用户的要求搜索用户的个人联系人列表。 CSR终端产生一个呼叫完成字符串，并使用带外信令网络将其发送到电话设备，用于释放链路传输切换。 用户的个人联系人列表可以由用户通过与CSR进行交互，通过同步个人信息管理器或个人数字助理数据库或通过发送传真机或服务提供商来填充用户。

公开(公告)号：US06269337B1

公开(公告)日：2001-07-31

申请号：US09122124

申请日：1998-07-24

申请人： Martha Desmond ,  Karrie Jo Hanson ,  Bethany Scott Robinson ,  David G. Unger ,  Michael Chris Varley

发明人： Martha Desmond ,  Karrie Jo Hanson ,  Bethany Scott Robinson ,  David G. Unger ,  Michael Chris Varley

IPC分类号： G10L1522

CPC分类号： H04M3/4931 ,  H04M3/4933 ,  H04M7/12 ,  H04M2201/60

摘要： An operator receives a request for directory information about a listed party over a telephone connection. It is then determined if enhanced directory information for the listed party is available in an enhanced information database. The enhanced directory information associated with the listed party is retrieved, from the enhanced information database, as a script that incorporates the enhanced directory information. The enhanced directory information can then be provided using the script. The enhanced directory information can be stored, for example, on a Web server that is updated by the listed party and the information can be transferred using a Phone Markup Language script.

摘要翻译： 操作者通过电话连接接收关于被列出方的目录信息的请求。 然后，确定增强型信息数据库中是否提供了列出方的增强目录信息。 从增强信息数据库中检索与列出的方相关联的增强目录信息，作为包含增强目录信息的脚本。 然后可以使用脚本提供增强的目录信息。 增强目录信息可以存储在例如被列出方更新的Web服务器上，并且可以使用电话标记语言脚本传送信息。

公开(公告)号：US5966437A

公开(公告)日：1999-10-12

申请号：US70519

申请日：1998-04-29

申请人： Patrick M. Cox ,  Adrian P. Powell ,  Paul W. Filliger ,  Michael A. Kepler ,  Timothy A. Timmins

发明人： Patrick M. Cox ,  Adrian P. Powell ,  Paul W. Filliger ,  Michael A. Kepler ,  Timothy A. Timmins

IPC分类号： H04M3/42 ,  H04M3/424 ,  H04M3/48 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/533 ,  H04M3/58 ,  H04M3/60 ,  H04M7/12 ,  H04M15/00 ,  H04Q3/72 ,  H04W4/12 ,  H04W4/16 ,  H04W4/24 ,  H04W8/18 ,  H04W76/02 ,  H04M3/00

CPC分类号： H04M3/60 ,  H04M3/42 ,  H04M3/4931 ,  H04M3/51 ,  H04W4/16 ,  H04W4/24 ,  H04W76/02 ,  H04W8/18 ,  H04M15/00 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2207/18 ,  H04M2215/32 ,  H04M2242/22 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/424 ,  H04M3/48 ,  H04M3/493 ,  H04M3/4933 ,  H04M3/4935 ,  H04M3/523 ,  H04M3/533 ,  H04M3/58 ,  H04M7/12 ,  H04Q3/72 ,  H04W4/12

摘要： A mobile telephone, or personal communication services subscriber who wishes directory assistance services is connected in the conventional manner to an operator who identifies a destination telephone number desired by the subscriber. As known in the prior art, the operator then initiates a call connecting the subscriber to the destination telephone number. In a preferred embodiment, the operator locates a desired destination telephone number in a computer database, and can select automatic dialing of the located number. Further, rather than dropping all further involvement with the call, the preferred embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the "*" button. If such a signal is detected, the customer is transferred to a directory assistance operator, who can then provide whatever further assistance is needed (e.g., providing further directory assistance). If a busy signal or non-answering party is detected, a customer is given a plurality of options including leaving a recorded message or page, or a predetermined alphanumeric message or page for the called party. In this case, the system automatically tries, repeatedly, to deliver the recorded message or page and, optionally, confirms successful or failed message delivery to the calling party.

摘要翻译： 希望目录帮助服务的移动电话或个人通信服务用户以常规方式连接到识别用户所期望的目的地电话号码的运营商。 如现有技术中已知的那样，操作员然后启动将用户连接到目的地电话号码的呼叫。 在优选实施例中，操作员将所需的目的地电话号码定位在计算机数据库中，并且可以选择所定位号码的自动拨号。 此外，本发明的优选实施例不是全部进一步地涉及呼叫，而是连续地监视由用户发出的预定DTMF信号建立的连接，例如按“*”按钮获得的连接。 如果检测到这样的信号，则将客户转移到目录帮助操作员，然后谁可以提供任何需要的进一步的帮助（例如提供进一步的目录辅助）。 如果检测到忙信号或非应答方，则向客户给予多个选项，包括留下被记录的消息或页面，或者被叫方的预定字母数字消息或页面。 在这种情况下，系统会自动重复地尝试传送记录的消息或页面，并且可选地确认向主叫方发送成功或失败的消息。

公开(公告)号：US5797092A

公开(公告)日：1998-08-18

申请号：US552222

申请日：1995-11-02

申请人： Patrick M. Cox ,  Adrian P. Powell ,  Paul W. Filliger ,  Michael A. Kepler

发明人： Patrick M. Cox ,  Adrian P. Powell ,  Paul W. Filliger ,  Michael A. Kepler

IPC分类号： H04M3/42 ,  H04M3/424 ,  H04M3/48 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/533 ,  H04M3/58 ,  H04M3/60 ,  H04M7/12 ,  H04M15/00 ,  H04Q3/72 ,  H04W4/12 ,  H04W4/16 ,  H04W4/24 ,  H04W76/02 ,  H04Q7/38

CPC分类号： H04W76/02 ,  H04M3/42 ,  H04M3/4931 ,  H04M3/51 ,  H04M3/60 ,  H04W4/16 ,  H04W4/24 ,  H04M15/00 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2207/18 ,  H04M2215/32 ,  H04M2242/22 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/424 ,  H04M3/48 ,  H04M3/493 ,  H04M3/4933 ,  H04M3/4935 ,  H04M3/523 ,  H04M3/533 ,  H04M3/58 ,  H04M7/12 ,  H04Q3/72 ,  H04W4/12

摘要： A cellular telephone subscriber who wishes directory assistance services is connected in the conventional manner to an operator who identifies a destination telephone number desired by the subscriber. As in the prior art, the operator then initiates a call connecting the subscriber to the destination telephone number. In a preferred embodiment, the operator locates a desired destination telephone number in a computer database, and can select automatic dialing of the located number. Further, rather than dropping all further involvement with the call, the preferred embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the "*" button. If such a signal is detected, the customer is transferred to a directory assistance operator, who can then provide whatever further assistance is needed (e.g. redialing a busy number, or providing further directory assistance). This feature can be disabled, manually or automatically, if the destination number makes its own use of the DTMF signals.

摘要翻译： 希望目录帮助服务的蜂窝电话用户以常规方式连接到识别用户所期望的目的地电话号码的运营商。 如在现有技术中那样，操作者然后启动将用户连接到目的地电话号码的呼叫。 在优选实施例中，操作员将所需的目的地电话号码定位在计算机数据库中，并且可以选择所定位号码的自动拨号。 此外，本发明的优选实施例不是全部进一步地涉及呼叫，而是连续地监视由用户发出的预定DTMF信号建立的连接，例如按“*”按钮获得的连接。 如果检测到这样的信号，则将客户转移到目录帮助操作者，然后他们可以提供任何需要的进一步的帮助（例如重拨繁忙的号码或进一步提供目录辅助）。 如果目的地号码自行使用DTMF信号，则可以手动或自动禁用此功能。

公开(公告)号：US5164981A

公开(公告)日：1992-11-17

申请号：US532453

申请日：1990-06-04

申请人： James Mitchell ,  Malcom B. Strandberg

发明人： James Mitchell ,  Malcom B. Strandberg

IPC分类号： H04M3/493 ,  H04M3/51

CPC分类号： H04M3/5166 ,  H04M3/4933

摘要： A voice response system for providing interactive data exchange between an outside party, an operator and one or more data bases wherein a voice path switch initially connects an outside party to a database through a voice response unit. The voice response unit provides digitized voice prompts and questions to the outside party. The outside party responds to the prompts by entering selected numbers on a telephone touchtone keypad. The voice response unit then converts data from the database to voice signals recognizable by the outside party. The voice response unit or the outside party may selectively transfer the transaction to a human operator. In addition to providing transfer of voice signals from the voice response system to an operator, the system provides the operator with a list of information transacted thus far between the outside party and the voice response unit. The system also includes a workstation programmable function feature which performs a selected task upon the occurrence of a predetermined event such as receiving data at the operator workstation or removing or replacing the operator telephone handset.

摘要翻译： 一种用于在外部方，运营商和一个或多个数据库之间提供交互式数据交换的语音响应系统，其中语音路径交换机最初通过语音响应单元将外部方连接到数据库。 语音响应单元向外界提供数字化语音提示和问题。 外部方通过在电话按键面板上输入所选号码来响应提示。 语音响应单元然后将数据从数据库转换成外部方可识别的语音信号。 语音响应单元或外部方可以选择性地将交易转移到人类操作者。 除了提供从语音响应系统向操作员提供语音信号的传输之外，系统还向操作者提供在外部方和语音响应单元之间迄今所处理的信息的列表。 该系统还包括工作站可编程功能特征，其在发生预定事件时执行所选择的任务，例如在操作员工作站处接收数据或者移除或替换操作者电话听筒。

公开(公告)号：US11778093B1

公开(公告)日：2023-10-03

申请号：US17903612

申请日：2022-09-06

申请人： 8x8, Inc.

发明人： Justin Driemeyer ,  Manu Mukerji ,  Vijai Gandikota ,  Soumyadeb Mitra ,  Solomon Fung ,  Arunim Samat ,  Zhishen Liu

IPC分类号： H04M3/493 ,  H04M3/523 ,  H04L51/046

CPC分类号： H04M3/4933 ,  H04L51/046 ,  H04M3/4936 ,  H04M3/5233 ,  H04M3/5237 ,  H04M2203/10

摘要： Apparatuses and methods concerning providing a data-communications virtual assistant are disclosed. As an example, one apparatus includes a data-communications server. The data-communications server is configured to process user-data-communications between a client station and another station participating in data-communications via the data-communications services where the client station is associated with one client entity. The server is also configured to identify a context for each respective user-data-communication between the client station and the participating station, where the context data corresponds to at least one communications-specific characteristic associated with the user-data-communications, and to retrieve structured and unstructured data relating to previous data-communications provided by the data-communications server. The server is also configured to provide the integrated contact center to particular end users based on the identified context, and including data generated from the retrieved structured and unstructured data.

公开(公告)号：US11706339B2

公开(公告)日：2023-07-18

申请号：US16668265

申请日：2019-10-30

申请人： Talkdesk, Inc.

发明人： Jafar Adibi ,  Tiago Paiva ,  Charanya Kannan ,  Bruno Antunes ,  Joao Carmo ,  Marco Costa

IPC分类号： H04M3/51 ,  G10L15/22 ,  G10L15/18 ,  G10L25/63 ,  G10L15/30 ,  G06F16/953 ,  G06F9/54 ,  G06Q30/016 ,  G10L15/26 ,  H04M3/493 ,  H04M3/523 ,  H04M11/10 ,  G06F16/903 ,  G06F16/9038 ,  G06N20/00 ,  G06F40/279 ,  G06F40/205 ,  G06F40/30 ,  G06N5/04 ,  H04L67/10 ,  G06Q10/1093 ,  G06F16/9538 ,  G10L17/00 ,  G10L17/06 ,  G10L21/0272 ,  H04M3/42 ,  H04W4/14 ,  G06F16/23 ,  G06F16/242 ,  G06F16/248 ,  G06N3/006 ,  G06Q10/107 ,  G06F40/174 ,  G06F16/9535 ,  G06F16/2457 ,  G10L15/02 ,  G06N5/02 ,  G06F16/25 ,  G10L15/08 ,  G06F3/0484 ,  G06F3/0485

CPC分类号： H04M3/5183 ,  G06F9/54 ,  G06F16/2379 ,  G06F16/248 ,  G06F16/2425 ,  G06F16/24575 ,  G06F16/252 ,  G06F16/9038 ,  G06F16/90335 ,  G06F16/953 ,  G06F16/9535 ,  G06F16/9538 ,  G06F40/174 ,  G06F40/205 ,  G06F40/279 ,  G06F40/30 ,  G06N3/006 ,  G06N5/02 ,  G06N5/04 ,  G06N20/00 ,  G06Q10/107 ,  G06Q10/1095 ,  G06Q30/016 ,  G10L15/02 ,  G10L15/1815 ,  G10L15/1822 ,  G10L15/22 ,  G10L15/26 ,  G10L15/30 ,  G10L17/00 ,  G10L17/06 ,  G10L21/0272 ,  G10L25/63 ,  H04L67/10 ,  H04M3/42382 ,  H04M3/4933 ,  H04M3/4936 ,  H04M3/4938 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5237 ,  H04M11/10 ,  H04W4/14 ,  G06F3/0484 ,  G06F3/0485 ,  G10L2015/088 ,  G10L2015/223 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/558 ,  H04M2203/6045 ,  H04M2203/6072

摘要： Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

公开(公告)号：US09571636B2

公开(公告)日：2017-02-14

申请号：US14587249

申请日：2014-12-31

申请人： Angel.com Incorporated

发明人： Praphul Kumar ,  Yochai Konig ,  Ahmed Tewfik Bouzid ,  Ashish Thakkar ,  Leon Vymenets

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M3/51 ,  H04M3/493

CPC分类号： H04M3/5166 ,  H04M3/42144 ,  H04M3/42153 ,  H04M3/493 ,  H04M3/4933 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5191 ,  H04M2201/42 ,  H04M2203/402 ,  H04M2203/551

摘要： Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.

摘要翻译： 指令从联络中心构建器系统发送到内容提供者系统，该系统在执行时提供用于配置包括联络中心电话号码，代理池和交互站点的内容提供商的联络中心的接口。 从内容提供商接收与一个或多个联络中心配置参数相关联的数据。 根据数据，联络中心电话号码被分配给联络中心。 基于数据将一个或多个代理分配给联络中心的代理池。 确定数据包括由通信系统处理的任务，而不使用代理池的代理。 响应于确定数据包括由通信系统处理的任务而不使用代理池的代理，则生成用于交互站点的多个交互页面。