Abstract:
Dialog management within a call handling system includes monitoring a dialog between a contact and an operator. A first dialog attribute confidence score is generated based on an acoustical analysis of the dialog, and a second dialog attribute confidence score is generated based on a keyword analysis of the dialog. The first and second dialog attribute scores are combined, and a rule is effected in response to a value of the combined dialog attribute score.
Abstract:
A method of detecting advertisements within a document comprising: identifying at least one region within an electronic version of the document; determining at least one property of the at least one region; and determining whether a region is an advertisement according to rules applied to the properties of the at least one region.
Abstract:
A method, apparatus, and system are disclosed for tuning software engines. In one exemplary embodiment, a method for software execution includes activating copies of an un-tuned software engine capable of generating a solution domain to a given input; tuning a first un-tuned software engine to generate a first subset of the solution domain in response to the given input; and tuning a second un-tuned software engine to generate a second subset of the solution domain in response to the given input.
Abstract:
A system and method for prioritizing contacts is disclosed. The method discloses: receiving a set of requests from a set of contacts to be connected to a recipient; generating a first priority level score for each request based on an acoustical analysis of a contact speech signal within the request; generating a second priority level score for each request based on a keyword analysis of the request; combining the priority level scores for each request into a combined priority level score; prioritizing the requests within the set of requests based on their respective combined priority level scores; and routing to the recipient that request, from the set of requests, having a highest combined priority level score. The system of the present invention includes all means and mediums for implementing the method.
Abstract:
A system comprises a computer system comprising a central processing unit coupled to a memory and resource management application. A plurality of different automatic speech recognition (ASR) engines is coupled to the computer system. The computer system is adapted to select ASR engines to analyze a speech utterance based on resources available on the system.
Abstract:
A system and method for language variation guided operator selection is disclosed. The method discloses: initiating a dialog between a contact and a call handling system; identifying a language variation spoken by the contact; determining a skill level with respect to the language variation for each operator within a set of operators; selecting an operator whose skill level in the language variation is above a predetermined value; and transferring the dialog with the contact to the operator. The system discloses means and embodiments for implementing the method.
Abstract:
A system and method for managing telephone calls is disclosed. The method discloses: calling a contact; presenting the contact with a predetermined out-calling dialog; translating the contact's vocal responses to the dialog into textual words using selected interactive voice response algorithms; connecting the contact to a human operator after a predetermined portion of the out-calling dialog with the contact is completed; and providing the operator with the textual words. In one embodiment, the system discloses all means for implementing the method. In another embodiment, the system discloses: a contact database for storing information on the contact; a dialog database containing a predetermined out-calling dialog; a call manager for calling the contact and presenting the contact with the dialog; and an interactive voice response module for translating the contact's vocal responses to the dialog into textual words and storing the words in the contact database which are accessible to the operator.
Abstract:
A system and method for call center dialog management is disclosed. The method discloses: presenting a contact with a first call center dialog segment having a current call center dialog property; receiving from the contact a contact dialog segment; identifying a dialog property keyword within the contact dialog segment; replacing the current call center dialog property with a new call center dialog property in response to the dialog property keyword; and presenting a second call center dialog segment having the new call center dialog property to the contact. The system of the present invention, discloses means for implementing the method.
Abstract:
An article is extracted from a document using a decision combiner to process a plurality of reading order alternatives. The text flow analysis generates the plurality of reading order alternatives of separate body text regions.
Abstract:
A system and method for dialog management within a call handling system is disclosed. The method discloses: initiating a dialog between a contact and an operator; monitoring a dialog attribute; presenting an instantaneous value of the dialog attribute on an operator display; and effecting a dialog rule in response to a value of the dialog attribute. The system discloses means for effecting the method.