公开(公告)号：US08645828B2

公开(公告)日：2014-02-04

申请号：US10250707

申请日：2002-01-08

申请人： Brett Andrew Avery ,  Eldon Chun-Keung Wong ,  Ihab Nakhla

发明人： Brett Andrew Avery ,  Eldon Chun-Keung Wong ,  Ihab Nakhla

IPC分类号： G06F3/00

CPC分类号： G06Q10/10 ,  G06F9/45512

摘要： An application management system, including a learning robot/learning agent adapted to generate control data (eg automation script) by monitoring interactions (404,406) between a customer service application (CSA) and a user of the application and an execution robot for sending application data to the application on the basis of the control data, is described. A contact center management system whose components are configurable by a contact center administrator is also described. A relationship management system that manages a relationship between a business requiring a contact center and a customer service representative broker is also described.

摘要翻译： 一种应用管理系统，包括适于通过监视客户服务应用程序（CSA）和应用程序的用户之间的交互（404,406）和用于发送应用程序数据的执行机器人来生成控制数据（例如自动化脚本）的学习机器人/学习代理 在控制数据的基础上对应用进行说明。 还描述了由联络中心管理员配置组件的联络中心管理系统。 还描述了管理需要联系中心的业务与客户服务代表代理之间的关系的关系管理系统。

公开(公告)号：US07436818B2

公开(公告)日：2008-10-14

申请号：US10472366

申请日：2002-03-15

申请人： Ihab Nakhla ,  Brett Andrew Avery ,  Eldon Chun-Keung Wong

发明人： Ihab Nakhla ,  Brett Andrew Avery ,  Eldon Chun-Keung Wong

IPC分类号： H04L12/66 ,  H04M11/00

CPC分类号： H04M3/42 ,  H04L29/06 ,  H04L41/0654 ,  H04L43/0811 ,  H04L67/14 ,  H04L69/329 ,  H04M3/002 ,  H04M3/2227 ,  H04M3/51 ,  H04M3/56 ,  H04M7/006 ,  H04M2201/16 ,  H04M2203/2027 ,  H04M2203/6045

摘要： Method of confirming the establishment of a voice connection, such as a VoIP connection, between first and second end stations coupled to a packet switched communications network. The voice connection is used to transfer an audible request from the first end station to the second end station, to ask the user of the second end station to generate a predetermined vocal response. The first end station compares any response from the second end station to the predetermined vocal response. The connection is determined to be established in response to a successful comparison. The predetermined vocal response includes a predetermined speech sequence comprising characters, a word or words, and a speech recognition procedure is applied to the received response to determine the presence of any speech sequence for comparison with the predetermined sequence. If a fault is detected an alternative connection is established to execute a process to correct the fault.

摘要翻译： 确定在耦合到分组交换通信网络的第一和第二终端站之间建立诸如VoIP连接的语音连接的方法。 语音连接用于将来自第一终端站的可听请求传送到第二终端站，以询问第二终端站的用户产生预定的声音响应。 第一终端站将来自第二终端站的任何响应与预定的声音响应进行比较。 确定连接是为了响应于成功的比较而建立的。 预定的声音响应包括包括字符，一个或多个单词的预定语音序列，并且将语音识别过程应用于所接收的响应，以确定任何语音序列的存在，以便与预定序列进行比较。 如果检测到故障，则建立替代连接以执行纠正故障的过程。