公开(公告)号：US20070244697A1

公开(公告)日：2007-10-18

申请号：US11809817

申请日：2007-06-01

申请人： Robert Bushey ,  Benjamin Knott ,  John Martin ,  Sarah Korth

发明人： Robert Bushey ,  Benjamin Knott ,  John Martin ,  Sarah Korth

IPC分类号： G10L17/00

CPC分类号： H04M3/5166 ,  G10L15/00 ,  H04M2201/40 ,  H04M2203/2011

摘要： Systems and methods for processing speech are provided. A system may include an acoustic model to transform speech input into one or more word strings. The system may also include a semantic model to convert each of the one or more word strings into a detected object and a detected action. The system may also include a synonym table to determine a preferred object based on the detected object and to determine a preferred action based on the detected action.

摘要翻译： 提供了处理语音的系统和方法。 系统可以包括将语音输入转换成一个或多个字串的声学模型。 该系统还可以包括将一个或多个字串中的每个字符串转换为检测到的对象和检测到的动作的语义模型。 系统还可以包括基于检测到的对象来确定优选对象的同义词表，并且基于检测到的动作来确定优选动作。

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：US20060143015A1

公开(公告)日：2006-06-29

申请号：US11363456

申请日：2006-02-27

申请人： Benjamin Knott ,  Robert Bushey ,  John Martin

发明人： Benjamin Knott ,  Robert Bushey ,  John Martin

IPC分类号： G10L21/00

CPC分类号： H04M3/4936 ,  H04M3/493 ,  H04M3/54 ,  H04M2201/40

摘要： A computer-implemented method is described for optimizing prompts for a speech-enabled application. The speech-enabled application is operable to receive communications from a number of users and communicate one or more prompts to each user to illicit a response from the user that indicates the purpose of the user's communication. The method includes determining a number of prompt alternatives (each including one or more prompts) to evaluate and determining an evaluation period for each prompt alternative. The method also includes automatically presenting each prompt alternative to users during the associated evaluation period and automatically recording the results of user responses to each prompt alternative. Furthermore, the method includes automatically analyzing the recorded results for each prompt alternative based on one or more performance criteria and automatically implementing one of the prompt alternatives based on the analysis of the recorded results.

摘要翻译： 描述了一种计算机实现的方法来优化支持语音的应用程序的提示。 启用语音的应用程序可操作以从多个用户接收通信，并向每个用户传达一个或多个提示以非法地指示用户指示用户通信目的的响应。 该方法包括确定多个提示替代（每个包括一个或多个提示）以评估和确定每个提示替代的评估周期。 该方法还包括在相关联的评估期间自动呈现用户的每个提示替代，并自动记录用户响应的结果到每个提示替代。 此外，该方法包括基于一个或多个性能标准自动分析每个提示替代的记录结果，并且基于对记录结果的分析自动实现其中一个提示替代。

公开(公告)号：US20060036437A1

公开(公告)日：2006-02-16

申请号：US10917233

申请日：2004-08-12

申请人： Robert Bushey ,  Benjamin Knott ,  John Martin

发明人： Robert Bushey ,  Benjamin Knott ,  John Martin

IPC分类号： G10L15/00

CPC分类号： G10L15/19 ,  G10L15/063 ,  G10L15/065 ,  G10L15/22

摘要： A system and method are disclosed for targeted tuning of a speech recognition system. A method incorporating teachings of the present disclosure may include deploying a speech recognition module to apply an appropriate interpretation to a plurality of utterance types. The method may also include accessing information representing a collection of recorded utterances and assigned interpretation for each of the plurality of recorded utterances. The assigned interpretation for each of the plurality of recorded utterances may then be compared to an accurate interpretation for each of the plurality of utterance, and a separate accuracy value may be determined for each of the plurality of utterance types. With some implementations, if the separate accuracy value for a given type of utterance is too low, a selection of utterances having the given type may be used to tune the speech recognition module.

公开(公告)号：US20050132262A1

公开(公告)日：2005-06-16

申请号：US10736296

申请日：2003-12-15

申请人： Robert Bushey ,  John Martin ,  Benjamin Knott

发明人： Robert Bushey ,  John Martin ,  Benjamin Knott

IPC分类号： G10L15/18 ,  H03M13/00 ,  H04M3/42 ,  H04M3/527 ,  H04M7/00

CPC分类号： H04M3/523 ,  G10L15/197 ,  H04M3/42059 ,  H04M3/42204 ,  H04M3/527 ,  H04M7/1215 ,  H04M7/1255 ,  H04M2201/40

摘要： A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination.

摘要翻译： 公开了一种使用动作对象矩阵促进支持语音的呼叫路由应用的系统，方法和软件。 在操作中，可以评估自然语言用户话语以识别指示可用于用户的事务或操作的动作对象矩阵中可用的动作和对象。 根据自然语言用户话语的内容，可以实现附加提示和/或消歧对话，以从用户引出可用的动作对象组合选择。 在从自然语言用户话语中识别动作对象组合之后，动作对象矩阵可以与查找表协作以识别适当的使用路由目的地。 在标识适当的路由目的地之后，用户连接可被路由到服务代理或模块，该服务代理或模块被配置为便于由操作对象组合指示的用户选择的事务。

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：US20070027694A1

公开(公告)日：2007-02-01

申请号：US11531509

申请日：2006-09-13

申请人： Robert Bushey ,  Benjamin Knott ,  John Martin

发明人： Robert Bushey ,  Benjamin Knott ,  John Martin

IPC分类号： G10L21/00

CPC分类号： G10L15/063 ,  G10L2015/0636 ,  G10L2015/223 ,  H04M3/5166 ,  H04M2203/2011

摘要： A method for analyzing and adjusting the performance of a speech-enabled application includes selecting a number of user utterances that were previously received by the speech-enabled application. The speech-enabled application receives such user utterances and associates each user utterance with an action-object based on one or more salient terms in the user utterance that are associated with the action-object. The method further includes associating one of a number of action-objects with each of the selected user utterances. Furthermore, for each action-object, the percentage of the utterances associated with the action-object that include at least one of the salient terms associated with the action-object is determined. If the percentage does not exceed a selected threshold, the method also includes adjusting the one or more salient terms associated with the action-object.

摘要翻译： 用于分析和调整支持语音的应用程序的性能的方法包括：选择先前由启用语音的应用程序接收的用户话语数量。 基于语音的应用程序接收这样的用户话语，并且基于与动作对象相关联的用户话语中的一个或多个显着项来将每个用户话语与动作对象相关联。 该方法还包括将多个动作对象中的一个与所选择的用户话语中的每一个相关联。 此外，对于每个动作对象，确定与动作对象相关联的包括与动作对象相关联的至少一个显着项的话语的百分比。 如果百分比不超过所选阈值，该方法还包括调整与动作对象相关联的一个或多个显着项。

公开(公告)号：US20060133587A1

公开(公告)日：2006-06-22

申请号：US11005494

申请日：2004-12-06

申请人： Robert Bushey ,  Benjamin Knott ,  John Martin ,  Sarah Korth

发明人： Robert Bushey ,  Benjamin Knott ,  John Martin ,  Sarah Korth

IPC分类号： H04M11/00

CPC分类号： H04M3/5166 ,  G10L15/00 ,  H04M2201/40 ,  H04M2203/2011

摘要： A system and method are disclosed for processing a call by receiving caller input in a speech format and utilizing phonemes to convert the speech input into word strings. The word strings are then converted into at least one object and at least one action. A synonym table is utilized to determine actions and objects. Objects generally represent nouns and adjective-noun combinations while actions generally represent verbs and adverb-verb combinations. The synonym table stores natural language phrases and their relationship with actions and objects. The actions and objects are utilized to determine a routing destination utilizing a routing table. The call is routed based on the routing table.

摘要翻译： 公开了一种通过以语音格式接收呼叫者输入并利用音素将语音输入转换成字串来处理呼叫的系统和方法。 然后将字串转换成至少一个对象和至少一个动作。 同义词表用于确定动作和对象。 对象通常表示名词和形容词 - 组合，而动作通常表示动词和副词动词组合。 同义词表存储自然语言短语及其与动作和对象的关系。 使用动作和对象来确定使用路由表的路由目的地。 呼叫根据路由表进行路由。

公开(公告)号：US20060115070A1

公开(公告)日：2006-06-01

申请号：US10999199

申请日：2004-11-29

申请人： Robert Bushey ,  Benjamin Knott ,  John Martin

发明人： Robert Bushey ,  Benjamin Knott ,  John Martin

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5166 ,  H04M3/527 ,  H04M2201/40 ,  H04M2203/355

摘要： A call routing system prompts a caller for information and receives a response from the caller. Based on the caller's response, a confidence value is assigned to the call. The confidence value can be assigned based on the likelihood that the received information is consistent with the prompt and other criteria. Additional prompts are provided to the caller based on the confidence value, and additional caller's responses are used to modify the confidence value. At least one threshold confidence level is set and when the confidence value of the call meets or exceeds the threshold (because of low confidence), the call is immediately routed to a human operator.

摘要翻译： 呼叫路由系统提示呼叫者获取信息并从呼叫者接收响应。 根据呼叫者的响应，将一个置信度值分配给呼叫。 可以基于接收的信息与提示和其他标准一致的可能性来分配置信度值。 基于置信度值向呼叫者提供额外提示，并且使用附加呼叫者的响应来修改置信度值。 设置至少一个阈值置信水平，并且当呼叫的置信度满足或超过阈值（由于低置信度）时，呼叫被立即路由到人操作者。