公开(公告)号：US08594306B2

公开(公告)日：2013-11-26

申请号：US12716544

申请日：2010-03-03

申请人： Jim Alain Laredo ,  Gopal Sarma Pingali ,  Zon-Yin Shae ,  Kunwadee Sripanidkulchai ,  Shu Tao ,  Maja Vukovic

发明人： Jim Alain Laredo ,  Gopal Sarma Pingali ,  Zon-Yin Shae ,  Kunwadee Sripanidkulchai ,  Shu Tao ,  Maja Vukovic

IPC分类号： H04M3/00

CPC分类号： H04M3/00

摘要： A method for a contact center to provide information to one or more users in response to one or more inquiries from the one or more users is presented. For example, the method includes accessing, using at least one client adaptor, at least one agent group that includes at least one agent having knowledge regarding the one or more inquiries. The method further includes the at least one agent responding to the one or more inquiries using the at least one client adaptor. The at least one agent group has pre-existing communications infrastructure that is accessed by a computing platform of the contact center using the at least one client adaptor.

摘要翻译： 提出了一种用于响应于来自一个或多个用户的一个或多个查询而向一个或多个用户提供信息的联络中心的方法。 例如，该方法包括使用至少一个客户端适配器访问至少一个代理组，所述代理组包括至少一个具有关于一个或多个查询的知识的代理。 该方法还包括使用至少一个客户端适配器来响应于一个或多个查询的至少一个代理。 所述至少一个代理组具有预先存在的通信基础设施，所述通信基础设施使用所述至少一个客户端适配器由所述联络中心的计算平台访问。

公开(公告)号：US20110216897A1

公开(公告)日：2011-09-08

申请号：US12716544

申请日：2010-03-03

申请人： Jim Alain Laredo ,  Gopal Sarma Pingali ,  Zon-Yin Shae ,  Kunwadee Sripanidkulchai ,  Shu Tao ,  Maja Vukovic

发明人： Jim Alain Laredo ,  Gopal Sarma Pingali ,  Zon-Yin Shae ,  Kunwadee Sripanidkulchai ,  Shu Tao ,  Maja Vukovic

IPC分类号： H04M3/00

CPC分类号： H04M3/00

摘要： A method for a contact center to provide information to one or more users in response to one or more inquiries from the one or more users is presented. For example, the method includes accessing, using at least one client adaptor, at least one agent group that includes at least one agent having knowledge regarding the one or more inquiries. The method further includes the at least one agent responding to the one or more inquiries using the at least one client adaptor. The at least one agent group has pre-existing communications infrastructure that is accessed by a computing platform of the contact center using the at least one client adaptor.

摘要翻译： 提出了一种用于响应于来自一个或多个用户的一个或多个查询而向一个或多个用户提供信息的联络中心的方法。 例如，该方法包括使用至少一个客户端适配器访问至少一个代理组，所述代理组包括至少一个具有关于一个或多个查询的知识的代理。 该方法还包括使用至少一个客户端适配器来响应于一个或多个查询的至少一个代理。 所述至少一个代理组具有预先存在的通信基础设施，所述通信基础设施使用所述至少一个客户端适配器由所述联络中心的计算平台访问。

公开(公告)号：US08639638B2

公开(公告)日：2014-01-28

申请号：US13011108

申请日：2011-01-21

申请人： Zon-Yin Shae ,  Maja Vukovic

发明人： Zon-Yin Shae ,  Maja Vukovic

IPC分类号： G06F17/21

CPC分类号： G06F17/30637

摘要： An embodiment of the invention directed to a method for resolving a problem detected in a data processing machine includes establishing a chat link between a machine user and a support service agent, for enabling a conversation therebetween. One or more initial messages sent from the user to the agent over the link is analyzed, to generate a goal associated with the detected problem. The goal is applied as an input to an AI planning component, which is operated in response to the goal to produce an initial set of actions for achieving the goal. Messages sent from the user to the agent subsequent to the initial messages are analyzed, and responsive to such analysis, the initial set of actions is selectively changed to an updated set of actions, for use in achieving the goal.

摘要翻译： 针对解决在数据处理机器中检测到的问题的方法的本发明的实施例包括在机器用户和支持服务代理之间建立聊天链接，以实现其间的通话。 分析从用户通过链路发送到代理的一个或多个初始消息，以产生与检测到的问题相关联的目标。 该目标被应用于AI计划组件的输入，AI计划组件响应于为实现目标而产生初始动作集的目的而运行。 分析从初始消息之后从用户发送到代理的消息，并且响应于这种分析，初始动作集被选择性地更改为更新的一组动作，以用于实现目标。

公开(公告)号：US08875131B2

公开(公告)日：2014-10-28

申请号：US12949175

申请日：2010-11-18

申请人： Zon-Yin Shae ,  Maja Vukovic

发明人： Zon-Yin Shae ,  Maja Vukovic

IPC分类号： G06F9/455 ,  G06Q10/06

CPC分类号： G06F9/45558 ,  G06F2009/45562 ,  G06Q10/063112

摘要： Embodiments of the invention are associated with crowdsourcing, wherein a computing environment comprising all of the tools and other resources required to perform a specified task can be made available to all prospective participants, as a virtual machine image. One embodiment of the invention is directed to a method associated with a particular task that is provided by a task requester, wherein the particular task is to be performed by means of a crowdsourcing process. The method comprises the steps of selecting a plurality of participants, wherein each participant of the plurality is qualified to perform the particular task, and specifying a computing environment that comprises a set of resources, wherein each resource is required to perform the particular task. A virtual machine image that contains each of the resources of the set is constructed, and is then made available for use by each selected participant of the plurality.

摘要翻译： 本发明的实施例与众包相关联，其中包括执行指定任务所需的所有工具和其他资源的计算环境可以作为虚拟机映像提供给所有预期参与者。 本发明的一个实施例涉及与由任务请求者提供的特定任务相关联的方法，其中特定任务将通过众包进程来执行。 所述方法包括以下步骤：选择多个参与者，其中所述多个参与者中的每个参与者被限定为执行所述特定任务，以及指定包括一组资源的计算环境，其中需要执行所述特定任务的每个资源。 构成包含集合的每个资源的虚拟机映像，然后使其可供每个所选择的多个参与者使用。

公开(公告)号：US20130066961A1

公开(公告)日：2013-03-14

申请号：US13228162

申请日：2011-09-08

申请人： Vijay K. Naik ,  Zon-Yin Shae ,  Maja Vukovic

发明人： Vijay K. Naik ,  Zon-Yin Shae ,  Maja Vukovic

IPC分类号： G06F15/16

CPC分类号： G06Q10/10

摘要： An embodiment of the invention automatically generates for a crowdsourcing procedure to achieve a goal. A first template pertaining to the prespecified goal is constructed, and provides a specified context and set of rules, and is associated with one or more data repositories. The first template is used to generate first level tasks, wherein a given first level task is completed by selecting a single object from a repository of objects, and then performing an operation requiring information from the single object. The first template is used further to generate second level tasks, a given second level task being completed by selecting a plurality of objects from the same or from different repositories, and then performing a single operation requiring information supplied by respective objects. The given second level task is submitted to the crowdsourcing procedure for execution.

摘要翻译： 本发明的实施例自动生成用于众包流程以实现目标。 构建与预定目标相关的第一个模板，并提供指定的上下文和一组规则，并与一个或多个数据存储库相关联。 第一个模板用于生成第一级任务，其中通过从对象库中选择单个对象，然后执行需要来自单个对象的信息的操作来完成给定的第一级任务。 进一步使用第一模板来生成第二级任务，通过从相同或不同的存储库中选择多个对象，然后执行需要由各个对象提供的信息的单个操作来完成给定的第二级任务。 给定的二级任务被提交到众包流程执行。

公开(公告)号：US20120191629A1

公开(公告)日：2012-07-26

申请号：US13011108

申请日：2011-01-21

申请人： Zon-Yin Shae ,  Maja Vukovic

发明人： Zon-Yin Shae ,  Maja Vukovic

IPC分类号： G06F17/21

CPC分类号： G06F17/30637

摘要： An embodiment of the invention directed to a method for resolving a problem detected in a data processing machine includes establishing a chat link between a machine user and a support service agent, for enabling a conversation therebetween. One or more initial messages sent from the user to the agent over the link is analyzed, to generate a goal associated with the detected problem. The goal is applied as an input to an AI planning component, which is operated in response to the goal to produce an initial set of actions for achieving the goal. Messages sent from the user to the agent subsequent to the initial messages are analyzed, and responsive to such analysis, the initial set of actions is selectively changed to an updated set of actions, for use in achieving the goal.

摘要翻译： 针对解决在数据处理机器中检测到的问题的方法的本发明的实施例包括在机器用户和支持服务代理之间建立聊天链接，以实现其间的通话。 分析从用户通过链路发送到代理的一个或多个初始消息，以产生与检测到的问题相关联的目标。 该目标被应用于AI计划组件的输入，AI计划组件响应于为实现目标而产生初始动作集的目的而运行。 分析从初始消息之后从用户发送到代理的消息，并且响应于这种分析，初始动作集被选择性地更改为更新的一组动作，以用于实现目标。

公开(公告)号：US20120131572A1

公开(公告)日：2012-05-24

申请号：US12949175

申请日：2010-11-18

申请人： Zon-Yin Shae ,  Maja Vukovic

发明人： Zon-Yin Shae ,  Maja Vukovic

IPC分类号： G06F9/455

CPC分类号： G06F9/45558 ,  G06F2009/45562 ,  G06Q10/063112

摘要： Embodiments of the invention are associated with crowdsourcing, wherein a computing environment comprising all of the tools and other resources required to perform a specified task can be made available to all prospective participants, as a virtual machine image. One embodiment of the invention is directed to a method associated with a particular task that is provided by a task requester, wherein the particular task is to be performed by means of a crowdsourcing process. The method comprises the steps of selecting a plurality of participants, wherein each participant of the plurality is qualified to perform the particular task, and specifying a computing environment that comprises a set of resources, wherein each resource is required to perform the particular task. A virtual machine image that contains each of the resources of the set is constructed, and is then made available for use by each selected participant of the plurality.

摘要翻译： 本发明的实施例与众包相关联，其中包括执行指定任务所需的所有工具和其他资源的计算环境可以作为虚拟机映像提供给所有预期参与者。 本发明的一个实施例涉及与由任务请求者提供的特定任务相关联的方法，其中特定任务将通过众包进程来执行。 所述方法包括以下步骤：选择多个参与者，其中所述多个参与者中的每个参与者被限定为执行所述特定任务，以及指定包括一组资源的计算环境，其中需要执行所述特定任务的每个资源。 构成包含集合的每个资源的虚拟机映像，然后使其可供每个所选择的多个参与者使用。

公开(公告)号：US08385534B2

公开(公告)日：2013-02-26

申请号：US12103769

申请日：2008-04-16

申请人： Nikolaos Anerousis ,  Abhijit Bose ,  Aliza R. Heching ,  Milton H. Hernandez ,  Hani T. Jamjoom ,  Hoda Parvin ,  Sreeram Ramakrishnan ,  Debanjan Saha ,  Zon-Yin Shae

发明人： Nikolaos Anerousis ,  Abhijit Bose ,  Aliza R. Heching ,  Milton H. Hernandez ,  Hani T. Jamjoom ,  Hoda Parvin ,  Sreeram Ramakrishnan ,  Debanjan Saha ,  Zon-Yin Shae

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233 ,  H04M3/5234 ,  H04M2201/18

摘要： Techniques for dispatching one or more services requests to one or more agents are provided. The techniques include obtaining one or more attributes of each service request, obtaining one or more attributes of each agent, obtaining feedback from each of one or more agent queues, and using the one or more attributes of each service request, the one or more attributes of each agent and the feedback from each of the one or more agent queues to determine one or more suitable agents to receive a dispatch for each of the one or more service requests. Techniques are also provided for generating a database of one or more attributes of one or more service requests and one or more attributes of one or more agents.

摘要翻译： 提供了向一个或多个代理发送一个或多个服务请求的技术。 这些技术包括获得每个服务请求的一个或多个属性，获得每个代理的一个或多个属性，从一个或多个代理队列中的每一个获得反馈，以及使用每个服务请求的一个或多个属性，一个或多个属性 以及来自所述一个或多个代理队列中的每一个的反馈以确定用于为所述一个或多个服务请求中的每一个接收调度的一个或多个合适的代理。 还提供了用于生成一个或多个服务请求的一个或多个属性以及一个或多个代理的一个或多个属性的数据库的技术。

公开(公告)号：US08036865B2

公开(公告)日：2011-10-11

申请号：US12172573

申请日：2008-07-14

申请人： Nikolaos Anerousis ,  Hani T. Jamjoom ,  Debanjan Saha ,  Ramendra K. Sahoo ,  Zon-Yin Shae

发明人： Nikolaos Anerousis ,  Hani T. Jamjoom ,  Debanjan Saha ,  Ramendra K. Sahoo ,  Zon-Yin Shae

IPC分类号： G06G7/48

CPC分类号： G06Q10/06

摘要： A plurality of equivalent representations of a process are identified. The process has a plurality of tasks. Each of the representations specifies a different order of the tasks. The plurality of equivalent representations are consolidated into a single representation. The single representation captures, in at least one flexible order grouping, at least two of the tasks that may be performed in more than one order. At least one constraint is specified for the at least one flexible order grouping. Techniques for merging two or more flexible representations are also provided.

摘要翻译： 识别过程的多个等效表示。 该过程具有多个任务。 每个表示都指定了不同的任务顺序。 多个等效表示被合并成单个表示。 单个表示在至少一个灵活的顺序分组中捕获可以以多于一个顺序执行的至少两个任务。 为至少一个灵活顺序分组指定至少一个约束。 还提供了用于合并两个或多个柔性表示的技术。

公开(公告)号：US20110051715A1

公开(公告)日：2011-03-03

申请号：US12551930

申请日：2009-09-01

申请人： Bernard A. Grunwald ,  Shang Q. Guo ,  Gopal S. Pingali ,  Zon-Yin Shae ,  Shu Tao

发明人： Bernard A. Grunwald ,  Shang Q. Guo ,  Gopal S. Pingali ,  Zon-Yin Shae ,  Shu Tao

IPC分类号： H04L12/66

CPC分类号： H04L65/1069 ,  H04L65/1006 ,  H04M7/006 ,  H04Q3/0045 ,  H04Q3/42

摘要： A system and method for designing a dial plan for Voice over Internet Protocol (VoIP) systems includes generating an abstract dial plan design which is platform independent, the dial plan including rules for routing communications in a VoIP network structure. The dial plan is validated through simulations prior to deployment to evaluate the dial plan performance under simulated conditions. The dial plan design is translated to provide compatibility with a deployed network using platform specific configuration adaptors.

摘要翻译： 一种用于为因特网协议语音（VoIP）系统设计拨号计划的系统和方法包括产生独立于平台的抽象拨号方案设计，拨号方案包括用于在VoIP网络结构中路由通信的规则。 拨号计划在部署之前通过仿真验证，以评估模拟条件下的拨号计划性能。 转盘计划设计被转换为使用平台特定的配置适配器与部署的网络兼容。