公开(公告)号：US08406412B2

公开(公告)日：2013-03-26

申请号：US12714368

申请日：2010-02-26

申请人： Timothy J Bethea ,  Neil H Boyette ,  Isaac Kam-Chak Cheng ,  Vikas Krishna ,  Yolanda A Rankin ,  Yongshin Yu

发明人： Timothy J Bethea ,  Neil H Boyette ,  Isaac Kam-Chak Cheng ,  Vikas Krishna ,  Yolanda A Rankin ,  Yongshin Yu

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/493 ,  H04M2203/355

摘要： Systems and methods for adapting an existing call flow wherein the call flow further comprises an associated data set, comprising: activating the existing call flow, the existing call flow generating a series of questions designed to obtain information from a caller; determining if an exception condition has occurred; allowing a user to activate an exception call flow in response to the exception condition; retaining the data set associated with the call flow when the exception condition occurred; adapting the data set such that the call flow addresses the exception condition; analyzing the adapted data set to determine if it is unique; and, modifying the existing call flow to incorporate the adapted data set if the adapted data set is unique.

摘要翻译： 用于调整现有呼叫流的系统和方法，其中所述呼叫流进一步包括相关联的数据集，包括：激活所述现有呼叫流，所述现有呼叫流产生设计用于从呼叫者获取信息的一系列问题; 确定是否发生了异常情况; 允许用户响应异常情况激活异常调用流程; 当发生异常情况时，保留与呼叫流相关联的数据集; 调整数据集，使得呼叫流处理异常状况; 分析适应的数据集以确定其是否是唯一的; 以及如果所适配的数据集是唯一的，则修改现有的呼叫流以合并适应的数据集。

公开(公告)号：US20110211687A1

公开(公告)日：2011-09-01

申请号：US12714368

申请日：2010-02-26

申请人： Timothy J. Bethea ,  Neil H. Boyette ,  Isaac Kam-Chak Cheng ,  Vikas Krishna ,  Yolanda A. Rankin ,  Yongshin Yu

发明人： Timothy J. Bethea ,  Neil H. Boyette ,  Isaac Kam-Chak Cheng ,  Vikas Krishna ,  Yolanda A. Rankin ,  Yongshin Yu

IPC分类号： H04M3/00

CPC分类号： H04M3/493 ,  H04M2203/355

摘要： Systems and methods for adapting an existing call flow wherein the call flow further comprises an associated data set, comprising: activating the existing call flow, the existing call flow generating a series of questions designed to obtain information from a caller; determining if an exception condition has occurred; allowing a user to activate an exception call flow in response to the exception condition; retaining the data set associated with the call flow when the exception condition occurred; adapting the data set such that the call flow addresses the exception condition; analyzing the adapted data set to determine if it is unique; and, modifying the existing call flow to incorporate the adapted data set if the adapted data set is unique.

摘要翻译： 用于调整现有呼叫流的系统和方法，其中所述呼叫流进一步包括相关联的数据集，包括：激活所述现有呼叫流，所述现有呼叫流产生设计用于从呼叫者获取信息的一系列问题; 确定是否发生了异常情况; 允许用户响应异常情况激活异常调用流程; 当发生异常情况时，保留与呼叫流相关联的数据集; 调整数据集，使得呼叫流处理异常状况; 分析适应的数据集以确定其是否是唯一的; 以及如果所适配的数据集是唯一的，则修改现有的呼叫流以合并适应的数据集。

公开(公告)号：US20110251971A1

公开(公告)日：2011-10-13

申请号：US12756813

申请日：2010-04-08

申请人： Timothy J. Bethea ,  Neil H. Boyette ,  Isaac K. Cheng ,  Vikas Krishna ,  Yolanda A. Rankin ,  Yongshin Yu

发明人： Timothy J. Bethea ,  Neil H. Boyette ,  Isaac K. Cheng ,  Vikas Krishna ,  Yolanda A. Rankin ,  Yongshin Yu

IPC分类号： G06Q99/00 ,  G06F17/27 ,  G06F9/445 ,  G06Q10/00 ,  G06F15/16

CPC分类号： G06Q10/10 ,  G06Q50/01

摘要： An embodiment of the invention comprises a real-time collaborative technical support (RTCTS) system that may automatically generate and/or maintain social networks that may be dynamically evolving. The social networks may be based on the output of at least one multi-modal classification algorithm. These outputs may be occurring in real-time.

摘要翻译： 本发明的实施例包括可以自动生成和/或维护可能动态演进的社交网络的实时协作技术支持（RTCTS）系统。 社交网络可以基于至少一个多模态分类算法的输出。 这些输出可能会实时发生。

公开(公告)号：US09817872B2

公开(公告)日：2017-11-14

申请号：US12411683

申请日：2009-03-26

申请人： Gautham Pamu ,  Richard W. Ragan, Jr. ,  Yongshin Yu

发明人： Gautham Pamu ,  Richard W. Ragan, Jr. ,  Yongshin Yu

IPC分类号： G06F17/30

CPC分类号： G06F17/30533

摘要： A social trust network is implemented in combination with a communication network capable of monitoring one or more parameters of communications. The social trust network includes a database containing trust data and possibly profiles of respective entities can be searched to return identities of entities such as subject matter experts with whom a user such as a decision-maker may wish to communicate; which communication may be facilitated by communication contact information corresponding to entities returned by the search. A plurality of trust metrics are computed from the trust data and search results are ordered based on a weighted sum of trust metrics, possibly including ratings of entities, where the relative weights may be manipulated at the will of the user. The monitored parameters of such communications are represented in data stored as trust data in a database which is thus adaptively developed through use of the social trust network.

公开(公告)号：US20100250605A1

公开(公告)日：2010-09-30

申请号：US12411683

申请日：2009-03-26

申请人： Gautham Pamu ,  Richard W. Ragan, JR. ,  Yongshin Yu

发明人： Gautham Pamu ,  Richard W. Ragan, JR. ,  Yongshin Yu

IPC分类号： G06F17/30 ,  G06Q99/00

CPC分类号： G06F17/30533

摘要： A social trust network is implemented in combination with a communication network capable of monitoring one or more parameters of communications. The social trust network includes a database containing trust data and possibly profiles of respective entities can be searched to return identities of entities such as subject matter experts with whom a user such as a decision-maker may wish to communicate; which communication may be facilitated by communication contact information corresponding to entities returned by the search. A plurality of trust metrics are computed from the trust data and search results are ordered based on a weighted sum of trust metrics, possibly including ratings of entities, where the relative weights may be manipulated at the will of the user. The monitored parameters of such communications are represented in data stored as trust data in a database which is thus adaptively developed through use of the social trust network.

摘要翻译： 与能够监视一个或多个通信参数的通信网络结合实施社会信任网络。 社会信任网络包括包含信任数据的数据库，并且可以搜索各个实体的简档，以返回诸如决策者之类的用户可能希望通信的主题专家的身份的身份; 可以通过与通过搜索返回的实体相对应的通信联系人信息来促进该通信。 从信任数据计算多个信任度量，并且基于信任度量的加权和来排序搜索结果，信任度量可能包括实体的评级，其中相对权重可以在用户的​​意愿下被操纵。 这种通信的监视参数在数据库中作为信任数据存储的数据中表示，因此通过使用社会信任网络自适应地开发。