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    Recursive Adaptive Interaction Management System
    1.
    发明申请
    Recursive Adaptive Interaction Management System 有权
    递归自适应交互管理系统

    公开(公告)号：US20090171668A1

    公开(公告)日：2009-07-02

    申请号：US11966913

    申请日：2007-12-28

    Applicant: Dave Sneyders ,  Brian Galvin ,  S. Michael Perlmutter

    Inventor： Dave Sneyders ,  Brian Galvin ,  S. Michael Perlmutter

    IPC: G10L21/00

    CPC classification number: G06N5/025 ,  G10L15/26 ,  G10L17/22 ,  G10L25/72 ,  H04M3/5133 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2203/357

    Abstract: A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

    Abstract translation: 用于在媒体特定对话中指导代理的管理系统具有用于将当前对话作为机器可读文本实例化的转换引擎，如果对话在语音媒体中，则用于从文本确定事实的上下文分析引擎，用于 基于事实输入来声明规则，以及呈现引擎，用于向代理人呈现信息以指导代理在对话中。 上下文分析引擎将确定的事实传递给规则引擎，规则引擎根据事实选择和断言呈现引擎规则，并且呈现引擎基于所声明的规则向代理提供定期更新的指导。

    Recursive adaptive interaction management system
    2.
    发明授权
    Recursive adaptive interaction management system 有权
    递归自适应交互管理系统

    公开(公告)号：US09092733B2

    公开(公告)日：2015-07-28

    申请号：US11966913

    申请日：2007-12-28

    Applicant: Dave Sneyders ,  Brian Galvin ,  S. Michael Perlmutter

    Inventor： Dave Sneyders ,  Brian Galvin ,  S. Michael Perlmutter

    IPC: H04M3/00 ,  G06N5/02 ,  H04M3/51

    CPC classification number: G06N5/025 ,  G10L15/26 ,  G10L17/22 ,  G10L25/72 ,  H04M3/5133 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2203/357

    Abstract: A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

    Abstract translation: 用于在媒体特定对话中指导代理的管理系统具有用于将当前对话作为机器可读文本实例化的转换引擎，如果对话在语音媒体中，则用于从文本确定事实的上下文分析引擎，用于 基于事实输入来声明规则，以及呈现引擎，用于向代理人呈现信息以指导代理在对话中。 上下文分析引擎将确定的事实传递给规则引擎，规则引擎根据事实选择和断言呈现引擎规则，并且呈现引擎基于所声明的规则向代理提供定期更新的指导。

    System For Establishing Outbound Communications With Contacts From A Call Center
    4.
    发明申请
    System For Establishing Outbound Communications With Contacts From A Call Center 审中-公开
    通过呼叫中心联系人建立外向通信系统

    公开(公告)号：US20080159521A1

    公开(公告)日：2008-07-03

    申请号：US11618223

    申请日：2006-12-29

    Applicant: Dave Sneyders ,  S. Michael Perlmutter ,  Dan Kikinis

    Inventor： Dave Sneyders ,  S. Michael Perlmutter ,  Dan Kikinis

    IPC: H04M3/00

    CPC classification number: H04M3/5158 ,  H04M3/42374

    Abstract: A method for determining a statistical probability that a contact will answer a pending outbound call includes steps for (a) performing a lookup in a data repository to determine presence status of the contact relative to a network server, (b) equating the presence status found to a value, and (c) comparing the presence value to a predetermined system value.

    Abstract translation: 用于确定联系人将应答未决出站呼叫的统计概率的方法包括以下步骤：（a）在数据存储库中执行查找以确定联系人相对于网络服务器的存在状态，（b）将所发现的存在状态相等 （c）将存在值与预定系统值进行比较。

    Method for Predictive Routing of Incoming Transactions Within a Communication Center According to Potential Profit Analysis
    5.
    发明申请
    Method for Predictive Routing of Incoming Transactions Within a Communication Center According to Potential Profit Analysis 审中-公开
    根据潜在利润分析，通信中心内进入交易的预测路由方法

    公开(公告)号：US20090171752A1

    公开(公告)日：2009-07-02

    申请号：US11965958

    申请日：2007-12-28

    Applicant: Brian Galvin ,  S. Michael Perlmutter ,  Grigory Shenkman ,  Herbert Willi Artur Ristock

    Inventor： Brian Galvin ,  S. Michael Perlmutter ,  Grigory Shenkman ,  Herbert Willi Artur Ristock

    IPC: G06Q10/00

    CPC classification number: G06Q30/02 ,  G06Q10/06 ,  G06Q10/063

    Abstract: A transaction routing method in a contact center has steps for (a) identifying an initiator of a received transaction; (b) gathering information about the initiator of the transaction; (c) determining agents available to receive and service the transaction, and gathering information about the agents; (d) using the gathered information, determining a product or promotion; (e) forming combinations among the available agents, the initiator, and the products; (f) determining potential profit contribution or probability for individual ones of the combinations formed in step (e); and (g) selecting an agent to service the transaction based on the potential profitability determined in step (f).

    Abstract translation: 联络中心中的交易路由方法具有以下步骤：（a）识别接收到的交易的发起者; （b）收集有关交易发起人的信息; （c）确定可用于接收和服务交易的代理人，以及收集有关代理人的信息; （d）使用收集的信息，确定产品或促销活动; （e）在可用的试剂，引发剂和产物之间形成组合; （f）确定在步骤（e）中形成的组合中的各个组合的潜在利润贡献或概率; 以及（g）基于在步骤（f）中确定的潜在利润率来选择代理服务于交易。

    Trust conferencing apparatus and methods in digital communication
    8.
    发明授权
    Trust conferencing apparatus and methods in digital communication 有权
    数字通信中的信任会议设备和方法

    公开(公告)号：US08325215B2

    公开(公告)日：2012-12-04

    申请号：US12346425

    申请日：2008-12-30

    Applicant: Herbert Willi Artur Ristock ,  Brian Galvin ,  S. Michael Perlmutter ,  Andriy Ryabchun

    Inventor： Herbert Willi Artur Ristock ,  Brian Galvin ,  S. Michael Perlmutter ,  Andriy Ryabchun

    IPC: H04N7/14

    CPC classification number: G06F21/30 ,  H04L12/1818 ,  H04L63/205 ,  H04L65/4038 ,  H04N7/15

    Abstract: A conferencing application executing on a computerized appliance from a machine-readable medium, the computerized appliance coupled to one or more networks is provided, the application including functionality for responding to requests to join a conference, and for enabling requesters as participants, functionality for receiving and rendering text, voice or video data from each registered participant as text, voice or video data to be transmitted to individual ones of other participants, functionality for controlling which received text, voice or video data is transmitted to which participants, and functionality for receiving and executing instructions from a trust authority.

    Abstract translation: 提供了一种从机器可读介质在计算机化设备上执行的会议应用程序，耦合到一个或多个网络的计算机化设备，所述应用包括用于响应加入会议的请求的功能，以及用于使请求者作为参与者，用于接收的功能 以及将来自每个注册的参与者的文本，语音或视频数据作为要发送到其他参与者的个人的文本，语音或视频数据，将用于控制哪个接收到的文本，语音或视频数据发送给哪个参与者的功能以及用于接收的功能 并执行来自信任机构的指令。

    Method for Integrating Client WEB History and Call Center History into a Single Interaction History Accessible in Real Time
    9.
    发明申请
    Method for Integrating Client WEB History and Call Center History into a Single Interaction History Accessible in Real Time 有权
    将客户端WEB历史记录和呼叫中心历史记录集成到实时可访问的单个交互历史中的方法

    公开(公告)号：US20080154933A1

    公开(公告)日：2008-06-26

    申请号：US11614601

    申请日：2006-12-21

    Applicant: Brian Galvin ,  S. Michael Perlmutter

    Inventor： Brian Galvin ,  S. Michael Perlmutter

    IPC: G06F7/14

    CPC classification number: G06F17/30539 ,  G06F17/30598 ,  G06F17/30867

    Abstract: A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.

    Abstract translation: 提供了一种用于通过集成Web cookie数据和电话历史数据为客户创建便携式历史数据记录的方法。 该方法包括以下动作（a）检索和解释Web cookie数据，（b）检索和解释电话历史数据，（c）将数据集组合成单个数据记录，消除冗余数据，（d）格式化数据记录 用于人或机器解释，以及（e）在相关联的交互事件期间或之前将格式化的数据记录呈现给服务点。

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