SYSTEM AND METHOD FOR ROBUST EVALUATION OF THE USER EXPERIENCE IN AUTOMATED SPOKEN DIALOG SYSTEMS
    1.
    发明申请
    SYSTEM AND METHOD FOR ROBUST EVALUATION OF THE USER EXPERIENCE IN AUTOMATED SPOKEN DIALOG SYSTEMS 有权
    用于在自动对讲机系统中用户体验的鲁棒评估的系统和方法

    公开(公告)号:US20100091954A1

    公开(公告)日:2010-04-15

    申请号:US12575801

    申请日:2009-10-08

    IPC分类号: H04M1/64 G10L15/00 G06F15/18

    CPC分类号: G10L15/01

    摘要: A single, subjective numerical rating to evaluate the performance of a telephone-based spoken dialog system is disclosed. This CE rating is provided by expert human listeners who have knowledge of the design of the dialog system. Different human raters can be trained to achieve a satisfactory level of agreement. Furthermore, a classifier trained on ratings by human experts can reproduce the human ratings with the same degree of consistency. More calls can be given a CE rating than would be possible with limited human resources. More information can be provided about individual calls, e.g., to help decide between two disparate ratings by different human experts.

    摘要翻译: 公开了用于评估基于电话的口语对话系统的性能的单一的主观数字评级。 这个CE评级是由具有对话系统设计知识的专家人员提供的。 不同的人员可以接受培训,达到令人满意的协议水平。 此外,由人类专家对评级进行培训的分类器可以以相同程度的一致性再现人类评级。 更多的电话可以给予CE评级,而不是有限的人力资源。 可以提供关于个人呼叫的更多信息,例如帮助由不同的人类专家在两个不同的评级之间作出决定。

    Methods and apparatus for call back disposition and re-evaluation in interactive voice response based customer care
    2.
    发明授权
    Methods and apparatus for call back disposition and re-evaluation in interactive voice response based customer care 有权
    在基于交互式语音响应的客户服务中回调配置和重新评估的方法和设备

    公开(公告)号:US08041019B2

    公开(公告)日:2011-10-18

    申请号:US11651822

    申请日:2007-01-10

    IPC分类号: H04M3/42

    摘要: An interactive voice response (IVR) system which assists in identifying repeat callers, understanding whether they are calling for the same reason as one of their previous calls, and properly disposing of the call. If the repeat caller is calling for the same reason, information from the previous call (or the previous calls) is retrieved and an action based on a defined business logic for repeat callers may then be executed for the current call.

    摘要翻译: 一种交互式语音响应(IVR)系统,它帮助识别重复呼叫者,了解他们是否正在呼叫与之前的呼叫相同的原因,以及正确处理呼叫。 如果重复呼叫者呼叫相同的原因,则检索来自先前呼叫(或先前呼叫)的信息,然后可以针对当前呼叫执行基于用于重复呼叫者的定义业务逻辑的动作。

    System and method for robust evaluation of the user experience in automated spoken dialog systems
    3.
    发明授权
    System and method for robust evaluation of the user experience in automated spoken dialog systems 有权
    自动语音对话系统用户体验的系统和方法

    公开(公告)号:US08520808B2

    公开(公告)日:2013-08-27

    申请号:US12575801

    申请日:2009-10-08

    IPC分类号: G10L15/01

    CPC分类号: G10L15/01

    摘要: A single, subjective numerical rating to evaluate the performance of a telephone-based spoken dialog system. This CE rating is provided by expert human listeners who have knowledge of the design of the dialog system. Different human raters can be trained to achieve a satisfactory level of agreement. Furthermore, a classifier trained on ratings by human experts can reproduce the human ratings with the same degree of consistency. More calls can be given a CE rating than would be possible with limited human resources. More information can be provided about individual calls, e.g., to help decide between two disparate ratings by different human experts.

    摘要翻译: 一个单一的主观数字评估来评估基于电话的对话系统的性能。 这个CE评级是由具有对话系统设计知识的专家人员提供的。 不同的人员可以接受培训,达到令人满意的协议水平。 此外,由人类专家对评级进行培训的分类器可以以相同程度的一致性再现人类评级。 更多的电话可以给予CE评级,而不是有限的人力资源。 可以提供关于个人呼叫的更多信息,例如帮助由不同的人类专家在两个不同的评级之间作出决定。

    Visual knowledge publisher system
    4.
    发明授权
    Visual knowledge publisher system 有权
    视觉知识发布系统

    公开(公告)号:US07434162B2

    公开(公告)日:2008-10-07

    申请号:US10455704

    申请日:2003-06-04

    IPC分类号: G06F17/00

    摘要: A Visual Knowledge Publisher (VKP) system provides a graphical user interface environment that acts as a development platform for authoring predetermined dialog text for servicing various customer products and services and a Customer Interaction Platform for managing the interactions between the customer and the system. The VKP creates and outputs an XML document, using a Support Incident Markup Language (SIML). Each SIML document contains the procedural flows of the system's interactions with a human and the presentation elements of those interactions that are necessary to resolve the problem, often by a variety of methods. In this manner using a SIML document as input, voice and website dialogs may be defined a priori for various common problems. These dialogs allow a caller to interactively step through a procedure to resolve the problem using multiple channels (such as phone, web and PDA).

    摘要翻译: 视觉知识发布者(VKP)系统提供了图形用户界面环境,其作为用于创建用于维护各种客户产品和服务的预定对话文本的开发平台以及用于管理客户与系统之间的交互的客户交互平台。 VKP使用支持事件标记语言(SIML)创建并输出XML文档。 每个SIML文档都包含系统与人的交互的过程流程以及通过各种方法解决问题所必需的交互的表示元素。 以这种方式使用SIML文档作为输入,语音和网站对话可以被预先定义用于各种常见问题。 这些对话框允许呼叫者以交互方式通过一个过程来解决使用多个频道(如电话,网络和PDA)的问题。

    Methods and apparatus for call back disposition and re-evaluation in interactive voice response based customer care
    5.
    发明申请
    Methods and apparatus for call back disposition and re-evaluation in interactive voice response based customer care 有权
    在基于交互式语音响应的客户服务中回调配置和重新评估的方法和设备

    公开(公告)号:US20070165808A1

    公开(公告)日:2007-07-19

    申请号:US11651822

    申请日:2007-01-10

    IPC分类号: H04M15/06 H04M1/56

    摘要: An interactive voice response (IVR) system which assists in identifying repeat callers, understanding whether they are calling for the same reason as one of their previous calls, and properly disposing of the call. If the repeat caller is calling for the same reason, information from the previous call (or the previous calls) is retrieved and an action based on a defined business logic for repeat callers may then be executed for the current call.

    摘要翻译: 一种交互式语音响应(IVR)系统,它帮助识别重复呼叫者,了解他们是否正在呼叫与之前的呼叫相同的原因,以及正确处理呼叫。 如果重复呼叫者呼叫相同的原因,则检索来自先前呼叫(或先前呼叫)的信息,然后可以针对当前呼叫执行基于用于重复呼叫者的定义业务逻辑的动作。

    Method for making optimal decisions in automated customer care
    6.
    发明申请
    Method for making optimal decisions in automated customer care 审中-公开
    在自动化客户服务中做出最佳决策的方法

    公开(公告)号:US20080046386A1

    公开(公告)日:2008-02-21

    申请号:US11824657

    申请日:2007-07-02

    IPC分类号: G06F17/00 G07B17/02

    CPC分类号: G06Q30/02 G06Q10/10

    摘要: This invention relates to a method for optimizing the cost of interaction with a caller utilizing an automated interactive voice response system. A plurality of interactions between a caller and an automated interactive voice response system are analyzed. Discrete attributes of the interactions between the callers and the automated interactive voice response system are analyzed, and a set of logical statements relative to the discrete attributes is formulated. The set of logical statements is applied to the interaction with the caller, from which an action is determined.

    摘要翻译: 本发明涉及一种利用自动交互式语音应答系统优化与呼叫者交互成本的方法。 分析呼叫者和自动交互式语音响应系统之间的多个交互。 分析了呼叫者和自动交互式语音响应系统之间的交互的离散属性,并且形成了一组相对于离散属性的逻辑语句。 一组逻辑语句被应用于与调用者的交互,从中确定动作。