公开(公告)号：US06598021B1

公开(公告)日：2003-07-22

申请号：US09615392

申请日：2000-07-13

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G10L2100

CPC分类号： G10L15/005 ,  G10L2021/0135 ,  H04M3/51 ,  H04M2201/40 ,  H04M2203/2061

摘要： A method and apparatus for adjusting a dialect for an oral presentation provided by an agent of an organization to a human target of the organization through a communications network. The method includes the steps of determining a dialect to be used by the agent for communicating with the target, modifying the dialect of the oral presentation of the agent for communicating with the target based upon the determined dialect and presenting the modified oral presentation to the target.

摘要翻译： 一种用于通过通信网络将由组织的代理提供的口头表达的方言调整到组织的人类目标的方法和装置。 该方法包括以下步骤：确定代理用于与目标通信的方言，基于所确定的方言修改用于与目标通信的代理的口头呈现的方言，并将修改的口头呈现呈现给目标 。

公开(公告)号：US07085719B1

公开(公告)日：2006-08-01

申请号：US09615266

申请日：2000-07-13

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  James Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G01L15/04 ,  H04M3/22

CPC分类号： G10L13/033 ,  G10L21/00 ,  G10L2021/0135 ,  H04M3/51 ,  H04M2201/40

摘要： A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

摘要翻译： 提供了一种方法和装置，用于基于组织的目标来调整由组织的代理提供并且由组织的人类目标所感知的口头呈现的内容。 该方法包括以下步骤：基于检测到的内容和组织目标，检测由代理提供的口头呈现的内容并修改由代理提供的口头表达以产生由人类目标感知的口头呈现。

公开(公告)号：US07003462B2

公开(公告)日：2006-02-21

申请号：US10955880

申请日：2004-09-30

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G10L21/00

CPC分类号： G10L13/033 ,  G10L21/00 ,  G10L2021/0135 ,  H04M3/51 ,  H04M2201/40

摘要： A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

摘要翻译： 提供了一种方法和装置，用于基于组织的目标来调整由组织的代理提供并且由组织的人类目标所感知的口头呈现的内容。 该方法包括以下步骤：基于检测到的内容和组织目标，检测由代理提供的口头呈现的内容并修改由代理提供的口头表达以产生由人类目标感知的口头呈现。

公开(公告)号：US06970821B1

公开(公告)日：2005-11-29

申请号：US09670093

申请日：2000-09-26

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Jared Bluestein ,  Kenneth Venner ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Jared Bluestein ,  Kenneth Venner ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G06F17/27 ,  G06Q30/02 ,  G10L15/22 ,  H04M3/51 ,  G10L21/00 ,  G10L15/18 ,  G10L15/26 ,  H04M1/64

CPC分类号： G06F17/277 ,  G06F17/2775 ,  G06F17/2785 ,  G06Q30/02 ,  G10L15/22 ,  H04M3/51 ,  H04M2201/40 ,  H04M2203/357

摘要： A method and apparatus are provided for presenting script to be followed by a telemarketer during a threaded conversation with a customer. The method includes the steps of recognizing a word content of a response of the customer to a first portion of the presented script and detecting key words and key words in context of the response. The method further includes the steps of evaluating the detected key words and key words in context to determine an information content, comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting the expected customer response with a closest relative match and following a script associated with the selected expected customer response of the customer as a second portion of the presented script.

摘要翻译： 提供一种方法和装置，用于在与客户进行线程对话期间呈现电话推销员遵循的脚本。 该方法包括以下步骤：将客户的响应的单词内容识别到所呈现的脚本的第一部分，并在响应的上下文中检测关键词和关键词。 该方法还包括以下步骤：在上下文中评估检测到的关键字和关键词以确定信息内容，将评估词的信息内容与多个预期客户响应的信息内容进行比较，并用 最接近的相对匹配并且跟随与客户的所选择的预期客户响应相关联的脚本作为所呈现的脚本的第二部分。

公开(公告)号：US06885744B2

公开(公告)日：2005-04-26

申请号：US10027197

申请日：2001-12-20

申请人： Jared Bluestein ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  James F. Martin ,  Darryl Hymel ,  Craig R. Shambaugh ,  Laird C. Williams

发明人： Jared Bluestein ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  James F. Martin ,  Darryl Hymel ,  Craig R. Shambaugh ,  Laird C. Williams

IPC分类号： H04M3/51 ,  H04M3/00

CPC分类号： H04M7/003 ,  H04M3/42042 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2242/22

摘要： A method and apparatus are provided for presenting background sensory information to a call participant through a call connection. The method includes the steps of determining an identity of the call participant from call associated information and presenting the call participant with predetermined background sensory information through the call connection based upon the identity of the caller.

摘要翻译： 提供了一种用于通过呼叫连接向呼叫参与者呈现背景感觉信息的方法和装置。 该方法包括以下步骤：基于呼叫者的身份，通过呼叫连接从呼叫关联信息确定呼叫参与者的身份并向呼叫参与者呈现预定的背景感觉信息。

公开(公告)号：US06804668B1

公开(公告)日：2004-10-12

申请号：US09669983

申请日：2000-09-26

申请人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

发明人： Craig R. Shambaugh ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Laird C. Williams

IPC分类号： G06F1730

CPC分类号： G06F17/3069 ,  G06F17/30616 ,  Y10S707/99936 ,  Y10S707/99953

摘要： A method and apparatus are provided for identifying textual information for use in a threaded discussion. The method includes the steps of detecting key words and key words in context of the threaded discussion and weighting the detected words based upon an information content and context of each word and upon a time period since each word was last used to produce a weighted information content of the threaded discussion. The method further includes the steps of searching for and locating textual information within a database with an information content related to the weighted information content, comparing the information content of the located textual information with the weighted information content to provide an objective difference value and presenting the located textual information to the discussion where the objective difference value exceeds a threshold value.

摘要翻译： 提供了一种用于识别在线程讨论中使用的文本信息的方法和装置。 该方法包括以下步骤：在线程讨论的上下文中检测关键词和关键词，并且基于每个单词的信息内容和上下文以及在每个单词最后被用于产生加权信息内容的时间段来加权检测到的单词 的线程讨论。 该方法还包括以下步骤：利用与加权信息内容相关的信息内容来搜索和定位数据库内的文本信息，将定位的文本信息的信息内容与加权信息内容进行比较，以提供客观差值，并呈现 定位的文本信息到客观差值超过阈值的讨论。

公开(公告)号：US06308154B1

公开(公告)日：2001-10-23

申请号：US09549057

申请日：2000-04-13

申请人： Laird C. Williams ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Craig R. Shambaugh

发明人： Laird C. Williams ,  Anthony Dezonno ,  Mark J. Power ,  Kenneth Venner ,  Jared Bluestein ,  Jim F. Martin ,  Darryl Hymel ,  Craig R. Shambaugh

IPC分类号： G10L1504

CPC分类号： G10L19/0018

摘要： A method and apparatus are provided for encoding a spoken language. The method includes the steps recognizing a verbal content of the spoken language, measuring an attribute of the recognized verbal content and encoding the recognized and measured verbal content.

摘要翻译： 提供了一种用于对口语进行编码的方法和装置。 该方法包括识别口头语言的口头内容，测量识别的语言内容的属性并对识别和测量的言语内容进行编码的步骤。

公开(公告)号：US07369653B2

公开(公告)日：2008-05-06

申请号：US10011578

申请日：2001-11-05

申请人： Anthony Dezonno ,  Jeffrey Hodson ,  Joseph Bloom ,  David Funck ,  Eric James ,  Michael Peters ,  Mark J. Power ,  Craig R. Shambaugh ,  Dave Mosquera ,  Nayel Saleh

发明人： Anthony Dezonno ,  Jeffrey Hodson ,  Joseph Bloom ,  David Funck ,  Eric James ,  Michael Peters ,  Mark J. Power ,  Craig R. Shambaugh ,  Dave Mosquera ,  Nayel Saleh

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/523 ,  H04M3/42059 ,  H04M3/493

摘要： A method and apparatus are described for providing enterprise information to a client through a call center of the enterprise. The method includes the steps of detecting an identity of the client based upon call associated information received through a call connection between the client and the call center, presenting the client with a plurality of options based upon the identity of the client and presenting the client with enterprise information based upon a selected option of the plurality of options.

摘要翻译： 描述了通过企业的呼叫中心向客户端提供企业信息的方法和装置。 该方法包括以下步骤：基于通过客户端和呼叫中心之间的呼叫连接接收到的呼叫关联信息来检测客户端的身份，基于客户端的身份向客户端呈现多个选项，并向客户端呈现客户端 基于多个选项中的选定选项的企业信息。

公开(公告)号：US07184540B2

公开(公告)日：2007-02-27

申请号：US10304872

申请日：2002-11-26

申请人： Anthony J. Dezonno ,  Mark J. Power ,  Roger A. Sumner ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom

发明人： Anthony J. Dezonno ,  Mark J. Power ,  Roger A. Sumner ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom

IPC分类号： H04M3/00

CPC分类号： H04M3/523 ,  H04M3/5233

摘要： The method and apparatus improves call transactions in a communication system having an automatic call distribution system. A personality profile of each agent of a plurality of agents in the system is determined. A respective personality profile is one of a plurality of predetermined personality profile types. The determined personality profile type for respective agents are stored as personality profile records in a database. A personality profile of a caller is then determined, the personality profile of the caller being one of the plurality of personality profile types. A priority hierarchy is provided for matching a personality profile types of the caller to personality profile types of the agents. The personality profile type of the caller is then compared to the personality profile type of the agents according to this priority hierarchy. An agent is selected from the plurality of agents based on the comparison of the personality profile types.

摘要翻译： 该方法和装置改善具有自动呼叫分配系统的通信系统中的呼叫交易。 确定系统中多个代理的每个代理的个性概况。 相应的个性概况是多个预定个性概况类型之一。 各个代理人的确定的个性概况类型作为个性概况记录存储在数据库中。 然后确定呼叫者的个性概况，呼叫者的个性简档是多个个性概况类型之一。 提供了一个优先级层次，用于将呼叫者的个性概况类型与代理的个性概况类型相匹配。 然后根据该优先级层次将呼叫者的个性概况类型与代理的个性概况类型进行比较。 基于个性概况类型的比较，从多个代理中选择代理。

公开(公告)号：US07460659B2

公开(公告)日：2008-12-02

申请号：US10259358

申请日：2002-09-27

申请人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

发明人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/51

摘要： The method and apparatus teach agents in a communication system, such as an automatic call distribution system. In a first step of one embodiment of the method, a previously stored call transaction having a plurality of dialog portions and decision points is provided to the agent. The call transaction is replayed, and at least one decision of the respective decision point in the call transaction is simulated. This simulation is different than an original decision at the respective decision point in the call transaction. The results are evaluated and presented to the agent. In one embodiment at least one decision is a best practice decision. Also, the method further may overlay preferred paths of a call transaction based on stored best practice call transactions. The apparatus implements the method for replaying call transactions.

摘要翻译： 该方法和装置教导诸如自动呼叫分配系统之类的通信系统中的代理。 在该方法的一个实施例的第一步骤中，向代理提供具有多个对话部分和决定点的先前存储的呼叫交易。 呼叫业务被重放，模拟呼叫业务中相应决策点的至少一个决定。 该模拟与在呼叫交易中的相应决定点处的原始决策不同。 结果被评估并提交给代理。 在一个实施例中，至少一个决定是最佳实践决定。 此外，该方法还可以基于存储的最佳实践呼叫交易覆盖呼叫交易的优选路径。 该装置实现重播呼叫交易的方法。