公开(公告)号：US20080002821A1

公开(公告)日：2008-01-03

申请号：US11855087

申请日：2007-09-13

申请人： Kurt Joseph ,  Robert Bushey ,  Benjamin Knott ,  John Martin

发明人： Kurt Joseph ,  Robert Bushey ,  Benjamin Knott ,  John Martin

IPC分类号： G06Q10/00 ,  H04M3/00

CPC分类号： G06Q30/02 ,  G06Q10/109 ,  H04M3/5166

摘要： 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.

摘要翻译： 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：US20050078805A1

公开(公告)日：2005-04-14

申请号：US11005685

申请日：2004-12-07

申请人： Scott Mills ,  Kurt Joseph ,  Theodore Pasquale ,  Robert Bushey ,  John Martin ,  Benjamin Knott

发明人： Scott Mills ,  Kurt Joseph ,  Theodore Pasquale ,  Robert Bushey ,  John Martin ,  Benjamin Knott

IPC分类号： G06F9/44 ,  G06Q10/10 ,  G09G5/00 ,  G10L15/18 ,  H04M1/24 ,  H04M1/64 ,  H04M3/00 ,  H04M3/22 ,  H04M11/00 ,  H04M15/00

CPC分类号： G10L15/1822 ,  G06F8/20 ,  G06Q10/10 ,  H04M15/00

摘要： A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.

公开(公告)号：US20050075894A1

公开(公告)日：2005-04-07

申请号：US10679214

申请日：2003-10-03

申请人： Robert Bushey ,  Theodore Pasquale ,  Elizabeth Gibson ,  John Martin ,  Benjamin Knott ,  Kurt Joseph

发明人： Robert Bushey ,  Theodore Pasquale ,  Elizabeth Gibson ,  John Martin ,  Benjamin Knott ,  Kurt Joseph

IPC分类号： G06Q30/00 ,  G06F17/60

CPC分类号： G06Q30/02

摘要： A system, method and software are provided for implementing an adaptive and dynamic call center customer service delivery solution. In operation, a user interface (U/I) model is selected from a library of U/I models as the U/I model likely to elicit favorable customer responses and to achieve customer completion of the selected transaction. The active U/I model may be re-evaluated at each node of the selected transaction and a new model selected in response to a determination that the active U/I model is no longer preferred. One or more U/I models may be updated based on observed user responsiveness, the efficiency of past transactions as well as on other grounds.

摘要翻译： 提供了一种用于实现自适应和动态呼叫中心客户服务提供解决方案的系统，方法和软件。 在操作中，从U / I模型库中选择用户界面（U / I）模型，因为U / I模型可能引起有利的客户响应并实现客户完成所选择的交易。 可以在所选事务的每个节点处重新评估活动U / I模型，并且响应于确定活动U / I模型不再优选而选择的新模型。 一个或多个U / I模型可以基于观察到的用户响应性，过去交易的效率以及其他原因来更新。

公开(公告)号：US20060018443A1

公开(公告)日：2006-01-26

申请号：US10898722

申请日：2004-07-23

申请人： Benjamin Knott ,  Kurt Joseph ,  Robert Bushey ,  John Martin

发明人： Benjamin Knott ,  Kurt Joseph ,  Robert Bushey ,  John Martin

IPC分类号： H04M11/00

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。

公开(公告)号：US20050058264A1

公开(公告)日：2005-03-17

申请号：US10972623

申请日：2004-10-25

申请人： Kurt Joseph ,  Robert Bushey ,  Benjamin Knott ,  John Martin

发明人： Kurt Joseph ,  Robert Bushey ,  Benjamin Knott ,  John Martin

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

CPC分类号： G06Q30/02 ,  G06Q10/109 ,  H04M3/5166

摘要： 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.

摘要翻译： 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：US20050254632A1

公开(公告)日：2005-11-17

申请号：US10843924

申请日：2004-05-12

申请人： Theodore Pasquale ,  Benjamin Knott ,  Kurt Joseph ,  Robert Bushey

发明人： Theodore Pasquale ,  Benjamin Knott ,  Kurt Joseph ,  Robert Bushey

IPC分类号： H04L12/28 ,  H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  H04M11/00

CPC分类号： H04M3/523 ,  H04L12/2854 ,  H04M3/51 ,  H04M2201/40

摘要： A system, method and software are described for facilitating transitions between speech-enabled applications employing action-object matrices. In an exemplary embodiment, an automatic call router determines a service agent destination by identifying an action-object combination included in a user utterance. In addition to forwarding the user to the service agent destination, the automatic call router sends one or more aspects of the user utterance to the service agent for use therewith. The service agent may then use aspects of the forwarded information to request further information from the user or to begin performance of a user desired transaction.

摘要翻译： 描述了一种系统，方法和软件，用于促进使用动作对象矩阵的支持语音的应用之间的转换。 在示例性实施例中，自动呼叫路由器通过识别包括在用户话语中的动作对象组合来确定服务代理目的地。 除了将用户转发到服务代理目的地之外，自动呼叫路由器将用户话语的一个或多个方面发送到服务代理以与其一起使用。 然后，服务代理可以使用转发的信息的方面来请求来自用户的进一步信息或开始执行用户期望的交易。

公开(公告)号：US20060026049A1

公开(公告)日：2006-02-02

申请号：US10901926

申请日：2004-07-28

申请人： Kurt Joseph ,  Benjamin Knott ,  Robert Bushey ,  Theodore Pasquale

发明人： Kurt Joseph ,  Benjamin Knott ,  Robert Bushey ,  Theodore Pasquale

IPC分类号： G06Q90/00

CPC分类号： G06Q90/00 ,  G06Q10/0635 ,  G06Q10/06375 ,  G06Q10/0639 ,  G06Q30/0201

摘要： A method of identifying and prioritizing automated customer care applications for use in connection with interactive voice response systems is disclosed. The method includes receiving a first set of data produced by a first data-driven evaluation process relating to a call center environment responsive to calls received by the interactive voice response systems; receiving a second set of data produced by a second data-driven evaluation process relating to customer preferences with respect to self-service for each of a set of tasks; and generating a prioritized list of automated customer care applications based on the first set of data and the second set of data.

摘要翻译： 公开了一种识别和优先考虑与交互式语音应答系统结合使用的自动化客户服务应用的方法。 该方法包括响应于由交互式语音响应系统接收的呼叫，接收与呼叫中心环境相关的第一数据驱动评估过程产生的第一组数据; 通过与一组任务中的每一个相关的关于自助服务的客户偏好的第二数据驱动评估过程产生的第二组数据; 以及基于所述第一组数据和所述第二组数据生成自动化客户服务应用的优先列表。

公开(公告)号：US20060023863A1

公开(公告)日：2006-02-02

申请号：US10901925

申请日：2004-07-28

申请人： Kurt Joseph ,  Theodore Pasquale ,  Benjamin Knott ,  Robert Bushey

发明人： Kurt Joseph ,  Theodore Pasquale ,  Benjamin Knott ,  Robert Bushey

IPC分类号： H04M3/00 ,  H04M5/00

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：US20050195961A1

公开(公告)日：2005-09-08

申请号：US10793002

申请日：2004-03-04

申请人： Theodore Pasquale ,  Benjamin Knott ,  Kurt Joseph ,  Robert Bushey

发明人： Theodore Pasquale ,  Benjamin Knott ,  Kurt Joseph ,  Robert Bushey

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/523 ,  H04M3/5232 ,  H04M2203/2011

摘要： 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.

摘要翻译： 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：US20060159240A1

公开(公告)日：2006-07-20

申请号：US11036204

申请日：2005-01-14

申请人： Robert Bushey ,  Benjamin Knott ,  John Martin

发明人： Robert Bushey ,  Benjamin Knott ,  John Martin

IPC分类号： H04M11/00

CPC分类号： H04M3/42204 ,  G10L15/08 ,  G10L15/1815 ,  H04M3/51 ,  H04M2201/60 ,  H04M2203/2011

摘要： 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.

摘要翻译： 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 。