-
公开(公告)号：US09641687B2
公开(公告)日：2017-05-02
申请号：US14810462
申请日：2015-07-27
CPC分类号： H04M3/5235 , H04M3/4217 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/5231 , H04M3/5232 , H04M2203/408
摘要： A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with the rule set.
-
公开(公告)号：US10552743B2
公开(公告)日：2020-02-04
申请号：US15197645
申请日：2016-06-29
摘要： 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.
-
公开(公告)号：US10289817B2
公开(公告)日：2019-05-14
申请号：US14859198
申请日：2015-09-18
发明人： Herbert Willi Artur Ristock , Brian Galvin , S. Michael Perlmutter , Andriy Vladimirovich Ryabchun
摘要： 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.
-
公开(公告)号：US09628463B2
公开(公告)日：2017-04-18
申请号：US14591890
申请日：2015-01-07
CPC分类号： H04L63/04 , G06Q10/06 , G06Q30/06 , H04L9/321 , H04L9/3263 , H04L12/1818 , H04L45/306 , H04L45/64 , H04L51/08 , H04L51/12 , H04L63/08 , H04L63/0823 , H04L63/105 , H04L63/20 , H04N7/15 , H04W12/02
摘要： A communication software module executing on a computerized appliance from a machine-readable medium includes functionality enabling a user to direct a communication event to a particular destination by an address of the destination, functionality for transmitting the destination address to a remote trust authority, functionality for initiating the communication event, and functionality for receiving trust information from the remote trust authority, the trust information associated with an enterprise or a person associated with the destination address. Various communication modules are provided, such as email clients, instant messaging systems, chat systems, and voice communication systems.
-
公开(公告)号：US20150332144A1
公开(公告)日：2015-11-19
申请号：US14810421
申请日：2015-07-27
CPC分类号： G06N5/025 , G10L15/26 , G10L17/22 , G10L25/72 , H04M3/5133 , H04M3/5141 , H04M3/5166 , H04M3/5183 , H04M2203/357
摘要： 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.
摘要翻译： 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。
-
6.发明授权公开(公告)号：US09124696B2
公开(公告)日：2015-09-01
申请号：US14280541
申请日：2014-05-16
CPC分类号： H04M3/5235 , H04M3/4217 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/5231 , H04M3/5232 , H04M2203/408
摘要： A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with the rule set.
摘要翻译： 通信中心具有在工作站上操作并具有与客户交互的代理，用于将从客户到代理的传入事务路由的路由器以及与特定客户相关联的路由规则集。 规则集中的单个规则集包括与规则集相关联的客户设置的一个或多个联系约束。
-
7.发明申请CUSTOMER-ENABLED EVALUATION AND CONTROL OF COMMUNICATION CENTER AGENT CONTACT 有权客户启动评估与通信中心代理商联系的控制公开(公告)号：US20140254789A1
公开(公告)日：2014-09-11
申请号：US14280541
申请日：2014-05-16
CPC分类号： H04M3/5235 , H04M3/4217 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/5231 , H04M3/5232 , H04M2203/408
摘要： A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with the rule set.
摘要翻译： 通信中心具有在工作站上操作并具有与客户交互的代理，用于将从客户到代理的传入事务路由的路由器以及与特定客户相关联的路由规则集。 规则集中的单个规则集包括与规则集相关联的客户设置的一个或多个联系约束。
-
公开(公告)号：US10726112B2
公开(公告)日：2020-07-28
申请号：US15397655
申请日：2017-01-03
发明人： Herbert Willi Artur Ristock , Brian Galvin , S. Michael Perlmutter , Andriy Ryabchun , Sergey Fedorov
IPC分类号： G06F21/30 , H04L29/06 , H04L12/725 , H04L12/715 , H04L12/18 , H04L9/32 , H04L12/58 , H04W12/02 , H04N7/15 , G06Q10/06 , G06Q30/06
摘要： A trust network has at least one transmission medium supporting transmission of data, wherein data transmitted is in at least some instances transmitted in discrete portions, two or more nodes terminating discrete legs in the transmission medium, and trust software executing from a machine-readable medium by a processor on one or more of the two or more nodes. The one or more nodes executing trust software apply trust logic to transmission of the discrete data portions.
-
9.发明授权公开(公告)号：US09721565B2
公开(公告)日：2017-08-01
申请号：US14447537
申请日：2014-07-30
CPC分类号： G10L15/20 , G10L15/30 , G10L21/0208 , G10L25/78 , H04M3/4936
摘要： In an interactive voice response system, a method is provided for selective enhancement of voice recognition capability during an interaction. The method includes the acts (a) taking a call and prompting for a voice response from the caller, (b) failing to recognize the response, (c) executing a routine to detect and isolate the captured word or phrase in the response, and (d) attempting to recognize the response a second time.
-
公开(公告)号：US20160314396A1
公开(公告)日：2016-10-27
申请号：US15197645
申请日：2016-06-29
CPC分类号： G06N5/025 , G10L15/26 , G10L17/22 , G10L25/72 , H04M3/5133 , H04M3/5141 , H04M3/5166 , H04M3/5183 , H04M2203/357
摘要： 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.
-
-
-
-
-
-
-
-
-
搜索结果
16 条记录 (耗时 0.027 秒)
