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1.发明授权公开(公告)号：US08117030B2
公开(公告)日：2012-02-14
申请号：US11531509
申请日：2006-09-13
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。
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公开(公告)号：US07272222B2
公开(公告)日：2007-09-18
申请号：US10972623
申请日：2004-10-25
IPC分类号： H04M3/02
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。
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公开(公告)号：US06842504B2
公开(公告)日：2005-01-11
申请号：US10217863
申请日：2002-08-13
申请人： Scott H. Mills , Kurt M. Joseph , Theodore B. Pasquale , Robert R. Bushey , John M. Martin , Benjamin A. Knott
发明人： Scott H. Mills , Kurt M. Joseph , Theodore B. Pasquale , Robert R. Bushey , John M. Martin , Benjamin A. 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.
摘要翻译： 用于自动分析性能数据的方法和系统包括分析系统自动分析多个性能数据集，任务引擎和分数引擎。 任务引擎允许每个性能数据集与每个性能数据集的分配任务匹配，以及检索每个性能数据集的正确密钥序列。 分数引擎将正确的密钥序列与性能数据集的记录密钥序列进行比较，以确定分配的任务是否成功完成。 得分引擎进一步计算每个性能数据集的一个或多个响应时间。 性能数据的自动化分析可以节省成本，更有效地利用时间，更可靠和一致的性能数据分析结果。
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4.发明授权System, method and software for a speech-enabled call routing application using an action-object matrix 有权使用动作对象矩阵的支持语音的呼叫路由应用的系统，方法和软件公开(公告)号：US08280013B2
公开(公告)日：2012-10-02
申请号：US12173553
申请日：2008-07-15
IPC分类号： H04M1/64
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。
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5.发明申请METHOD FOR DESIGNING AN AUTOMATED SPEECH RECOGNITION (ASR) INTERFACE FOR A CUSTOMER CALL CENTER 有权为客户呼叫中心设计自动语音识别（ASR）接口的方法公开(公告)号：US20090074158A1
公开(公告)日：2009-03-19
申请号：US12326630
申请日：2008-12-02
IPC分类号： H04M1/64
CPC分类号： H04M3/5232 , G10L15/1822 , G10L15/183 , H04M3/493 , H04M2201/40 , H04M2203/355
摘要： A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs.
摘要翻译： 一种为服务中心（如自动语音识别（ASR）自助服务中心）设计客户接口的方法。 对现有服务中心的客户活动进行监控，提供客户模型，其中包括客户任务的集合。 这些任务分配给动作对象对，进一步分配给路由目的地。 对话框模块根据客户模型数据进行设计，包括消歧对话框。
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公开(公告)号：US07418095B2
公开(公告)日：2008-08-26
申请号：US10383138
申请日：2003-03-06
申请人： Benjamin A. Knott , Theodore B. Pasquale , Kurt M. Joseph , Scott H. Mills , James T. Miller , Robert R. Bushey , John M. Martin
发明人： Benjamin A. Knott , Theodore B. Pasquale , Kurt M. Joseph , Scott H. Mills , James T. Miller , Robert R. Bushey , John M. Martin
CPC分类号： H04M3/42348 , H04M3/2218 , H04M3/4285 , H04M3/493 , H04M3/5166 , H04M3/5238 , H04M2203/1066 , H04M2203/2011
摘要： A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customers' selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer's interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.
摘要翻译： 用于在队列中提供客户活动的系统和方法允许一个或多个客户在等待与现场代理人通话的同时与一个或多个客户活动进行交互。 客户在客户活动中进行客户活动，客户活动减少与持有代理人谈话的无聊，沮丧和持续持续时间。 客户提供一个或多个客户活动选项进行交互，系统和方法监控客户的选择和与客户活动的互动。 随着代理商可用，每个客户都被转移到代理商以及客户与所选客户活动的互动信息。 在代理和客户之间的交互完成之后，客户可以选择返回所选择的客户活动并继续与选定的客户活动进行交互。
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7.发明授权公开(公告)号：US07379537B2
公开(公告)日：2008-05-27
申请号：US10217873
申请日：2002-08-13
申请人： Robert R. Bushey , Theodore B. Pasquale , Scott H. Mills , John M. Martin , Benjamin A. Knott , Kurt M. Joseph
发明人： Robert R. Bushey , Theodore B. Pasquale , Scott H. Mills , John M. Martin , Benjamin A. Knott , Kurt M. Joseph
IPC分类号： H04M3/527
CPC分类号： G10L15/1822 , G06F8/20 , G06Q10/10 , H04M15/00
摘要： A method and system for automating the creation of customer-centric interfaces includes a customer-centric interface system automatically creating a customer-centric interface, a collection engine, a customer language engine, a task frequency engine, a customer structure engine, and a customer performance engine. The collection engine collects a plurality of customer intention information. The customer language engine utilizes the customer intention information to create customer-centric menu prompts using the customers own terminology and action specific object words. The task frequency engine determines a frequency of occurrence for the tasks for which the customers contact the customer-centric interface and orders the tasks within the customer-centric interface. The customer structure engine determines how the customers relate the tasks together and groups the tasks according to task relationships. The customer performance engine tests the customer-centric interface and modifies the customer-centric interface for optimal performance.
摘要翻译： 用于自动创建以客户为中心的接口的方法和系统包括以客户为中心的接口系统，自动创建以客户为中心的接口，收集引擎，客户语言引擎，任务频率引擎，客户结构引擎和客户 性能引擎。 收集引擎收集多个客户意图信息。 客户语言引擎利用客户意图信息，使用客户自己的术语和动作特定的对象词来创建以客户为中心的菜单提示。 任务频率引擎确定客户联系以客户为中心的界面的任务的发生频率，并以客户为中心的界面订购任务。 客户结构引擎确定客户如何将任务相互联系在一起，并根据任务关系对任务进行分组。 客户绩效引擎测试以客户为中心的界面，修改以客户为中心的界面，以获得最佳性能。
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8.发明授权公开(公告)号：US07043435B2
公开(公告)日：2006-05-09
申请号：US10942605
申请日：2004-09-16
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。
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9.发明授权Method for designing an automated speech recognition (ASR) interface for a customer call center 有权为客户呼叫中心设计自动语音识别（ASR）接口的方法公开(公告)号：US08315360B2
公开(公告)日：2012-11-20
申请号：US12326630
申请日：2008-12-02
IPC分类号： H04M1/64
CPC分类号： H04M3/5232 , G10L15/1822 , G10L15/183 , H04M3/493 , H04M2201/40 , H04M2203/355
摘要： A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs.
摘要翻译： 一种为服务中心（如自动语音识别（ASR）自助服务中心）设计客户接口的方法。 对现有服务中心的客户活动进行监控，提供客户模型，其中包括客户任务的集合。 这些任务分配给动作对象对，进一步分配给路由目的地。 对话框模块根据客户模型数据进行设计，包括消歧对话框。
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10.发明授权公开(公告)号：US07983412B2
公开(公告)日：2011-07-19
申请号：US11855087
申请日：2007-09-13
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。
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