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。

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

IPC分类号： H04M3/00 ,  H04M5/00

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。

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。

公开(公告)号：US08571203B2

公开(公告)日：2013-10-29

申请号：US13542823

申请日：2012-07-06

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

IPC分类号： H04M3/00 ,  H04M5/00

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。

公开(公告)号：US07131117B2

公开(公告)日：2006-10-31

申请号：US10234398

申请日：2002-09-04

申请人： Scott H. Mills ,  Kurt M. Joseph ,  Robert R. Bushey ,  John M. Martin ,  Benjamin A. Knott ,  Theodore B. Pasquale

发明人： Scott H. Mills ,  Kurt M. Joseph ,  Robert R. Bushey ,  John M. Martin ,  Benjamin A. Knott ,  Theodore B. Pasquale

IPC分类号： G06F9/44 ,  G06F15/00 ,  G06F17/21

CPC分类号： G06F17/2795

摘要： A method and system for automating the analysis of word frequencies includes a frequency system automatically analyzing a plurality of statements, a count engine, and a cluster engine. The count engine allows for the counting of unique words in the statements and the determination of a frequency of occurrence for each unique word. The frequency system further includes a phrase file allowing for the count engine to specify groups of words as single unique words and a synonym file allowing for the count engine to group one or more words together in synonym groups to be specified as single unique words. The cluster engine locates a plurality of clusters in the statements and determines a cluster frequency of occurrence for each of the clusters. The automated analysis of the statements allows for cost savings, more efficient use of time, and more reliable and consistent word frequency results.

摘要翻译： 用于自动分析字频率的方法和系统包括频率系统自动分析多个语句，计数引擎和集群引擎。 计数引擎允许对语句中的唯一字进行计数，并确定每个唯一字的出现频率。 频率系统还包括一个短语文件，允许计数引擎将单词组指定为单独的唯一单词，同时允许计数引擎将一个或多个单词组合在同义词组中，以被指定为单独的唯一单词。 集群引擎在语句中定位多个集群，并确定每个集群的集群发生频率。 语句的自动化分析可以节省成本，更有效地利用时间，更可靠和一致的字频率结果。

公开(公告)号：US07551723B2

公开(公告)日：2009-06-23

申请号：US11005685

申请日：2004-12-07

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： H04M1/24

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。

公开(公告)号：US20120269339A1

公开(公告)日：2012-10-25

申请号：US13542823

申请日：2012-07-06

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

IPC分类号： H04M3/00

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所选客户活动进行交互。

公开(公告)号：US08229102B2

公开(公告)日：2012-07-24

申请号：US12177011

申请日：2008-07-21

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

IPC分类号： H04M3/00 ,  H04M5/00

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所选客户活动进行交互。

公开(公告)号：US08131524B2

公开(公告)日：2012-03-06

申请号：US12127403

申请日：2008-05-27

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： G06G7/48

CPC分类号： G10L15/1822 ,  G06F8/20 ,  G06Q10/10 ,  H04M15/00

摘要： An interface is provided by creating prompts for the interface. The prompts represent tasks to be accomplished by a user and are obtained based on user input. The prompts are grouped according to relationships, obtained from the user input, among the tasks. The interface is updated based on user feedback. Each of the prompts is designated using user terminology obtained from the user input.

摘要翻译： 通过为接口创建提示来提供接口。 提示表示用户要完成的任务，并根据用户输入获得。 这些提示根据从用户输入获得的关系在任务之间进行分组。 界面根据用户反馈进行更新。 使用从用户输入获得的用户术语指定每个提示。

公开(公告)号：US20080273687A1

公开(公告)日：2008-11-06

申请号：US12177011

申请日：2008-07-21

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

IPC分类号： H04M3/00

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。