公开(公告)号：US20240073320A1

公开(公告)日：2024-02-29

申请号：US18388042

申请日：2023-11-08

申请人： Express Scripts Strategic Development, Inc.

发明人： Christopher M. Myers ,  Danielle L. Smith

IPC分类号： H04M3/523 ,  G06N3/049 ,  G10L15/26 ,  H04M3/493 ,  H04M3/51 ,  H04M11/10

CPC分类号： H04M3/5233 ,  G06N3/049 ,  G10L15/26 ,  H04M3/4933 ,  H04M3/4936 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5237 ,  H04M11/10

摘要： Method starts with a processor receiving configuration settings including an identified task, a relationship data, and a criticality value. Processor initializes a communication session with an agent client device. The communication session is between a virtual caller associated with the system and the agent client device. Processor then processes an audio signal of the communication session to generate an agent utterance and generates a transcribed agent utterance based on the agent utterance using a speech-to-text processor. Processor generates a virtual caller utterance using a task-specific virtual caller neural network associated with the identified task. The virtual caller utterance can be generated based on the transcribed agent utterance. Processor then causes the virtual caller utterance to be played back in the communication session to the agent client device. Other embodiments are disclosed herein.

公开(公告)号：US20170149973A1

公开(公告)日：2017-05-25

申请号：US15424729

申请日：2017-02-03

申请人： 24/7 Customer, Inc.

发明人： Stephen J. GRIESMER ,  James Gordon BEATTIE, JR. ,  Charles Richard COOKE ,  Monowar HOSSAIN ,  Steven H. LEWIS ,  Benjamin RUDMAN

IPC分类号： H04M3/51 ,  H04L12/58

CPC分类号： H04M3/5191 ,  H04L12/6418 ,  H04L51/02 ,  H04M3/493 ,  H04M3/4933 ,  H04M3/5133 ,  H04M3/5166 ,  H04M2203/551 ,  H04M2203/558

摘要： Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.

公开(公告)号：US09424550B2

公开(公告)日：2016-08-23

申请号：US12994368

申请日：2008-06-18

申请人： Yigang Cai ,  Xiangyang Li

发明人： Yigang Cai ,  Xiangyang Li

IPC分类号： G06Q10/10 ,  H04L12/14 ,  H04M15/00 ,  H04M15/08 ,  H04W4/24 ,  G06Q40/00 ,  H04M3/493

CPC分类号： G06Q10/10 ,  G06Q40/12 ,  H04L12/14 ,  H04L12/1403 ,  H04L12/1446 ,  H04M3/4933 ,  H04M15/00 ,  H04M15/08 ,  H04M15/57 ,  H04M15/63 ,  H04M15/8292 ,  H04M2215/208 ,  H04M2215/62 ,  H04W4/24

摘要： IMS networks and methods are disclosed for charging for operator-assisted sessions. To perform the charging, an operator assistance application server (AS) acts as an interface between an operator system (legacy or IMS) and charging systems for the IMS network. When an operator-assisted session is initiated in the IMS network, the operator assistance AS receives a session initiation message in SIP, and transmits the session initiation message to the operator system to allow the operator system to collect charging information from an end user. The operator assistance AS then receives a service request message from the operator system that includes the collected charging information, and detects a charging event. The operator assistance AS generates a Diameter charging request message, maps the charging information from the service request message to the Diameter charging request message, and transmits the Diameter charging request message to a charging system to charge for the operator-assisted session.

摘要翻译： 公开IMS网络和方法用于为运营商辅助的会话收费。 为了执行计费，运营商辅助应用服务器（AS）充当运营商系统（传统或IMS）和用于IMS网络的计费系统之间的接口。 当在IMS网络中启动运营商辅助会话时，运营商协助AS在SIP中接收会话发起消息，并将会话发起消息发送给运营商系统，以允许运营商系统从最终用户收集计费信息。 然后，操作者辅助AS接收来自操作员系统的服务请求消息，该消息包括所收集的计费信息，并检测计费事件。 操作者协助AS生成Diameter计费请求消息，将来自业务请求消息的计费信息映射到Diameter计费请求消息，并将Diameter计费请求消息发送给计费系统，以对运营商辅助的会话收费。

公开(公告)号：US20140161246A1

公开(公告)日：2014-06-12

申请号：US14180604

申请日：2014-02-14

申请人： William A. Montemer ,  Heath B. Clarke

发明人： William A. Montemer ,  Heath B. Clarke

IPC分类号： H04M3/493 ,  H04W4/02 ,  H04W4/12

CPC分类号： H04M3/4933 ,  G06Q10/107 ,  G06Q30/02 ,  H04L51/00 ,  H04M3/4878 ,  H04M3/4931 ,  H04M2215/0192 ,  H04W4/00 ,  H04W4/029 ,  H04W4/12 ,  H04W4/24

摘要： Directory assistance provides telephone number look up services to callers based on the business or caller name as listed in a telephone directory. In the prior art, directory assistance provides a value-added service to telephone users and an expense that must be charged back to telephone callers or absorbed by telephone carriers. In enhanced directory assistance (EDA) services as described in the disclosure, EDA is further developed to deliver a keyword targeted advertising service to telephone listing owners and advertisers. The present invention provides a method and system to extend EDA services to the wireless messaging systems used by telecommunications operators. The invention further discloses methods to support both one-way and two-way communications on these devices, as well as systems to support the distributed EDA Transaction business model.

摘要翻译： 目录协助根据电话簿中列出的业务或呼叫者名称，向呼叫者提供电话号码查询服务。 在现有技术中，目录帮助为电话用户提供增值服务，以及必须向电话呼叫者收费或由电话运营商吸收的费用。 在本公开所述的增强目录援助（EDA）服务中，EDA被进一步开发，以向电话列表所有者和广告商提供关键字定向广告服务。 本发明提供了一种将EDA服务扩展到电信运营商使用的无线消息系统的方法和系统。 本发明还公开了在这些设备上支持单向和双向通信以及支持分布式EDA事务业务模型的系统的方法。

公开(公告)号：US20140146962A1

公开(公告)日：2014-05-29

申请号：US14167683

申请日：2014-01-29

申请人： AT&T Intellectual Property I, L.P.

发明人： Senis Busayapongchai

IPC分类号： H04M3/523 ,  H04M3/493

CPC分类号： H04M3/5233 ,  G10L15/26 ,  H04M3/493 ,  H04M3/4933 ,  H04M3/523 ,  H04M2201/40 ,  H04M2203/2011

摘要： Techniques for routing a telephone call are provided. A call interface device of an interactive voice response system is configured to receive the telephone call from a caller. A level one agent processing module routes the telephone all to a level one agent for an agent interview of the caller when level three and level two agents are not available. A level two agent processing module handles the telephone call when the level three agent is not available. A level three agent processing module facilitates the handling of the telephone call when the level three agent is available.

摘要翻译： 提供路由电话的技术。 交互式语音应答系统的呼叫接口设备被配置为从呼叫者接收电话呼叫。 当第三级和第二级代理不可用时，一级代理处理模块将电话全部路由到一级代理用于代理面试。 当三级代理不可用时，二级代理处理模块处理电话呼叫。 三级代理处理模块有助于在三级代理可用时处理电话呼叫。

公开(公告)号：US08700024B2

公开(公告)日：2014-04-15

申请号：US12070725

申请日：2008-02-20

申请人： Faith McGary ,  Michael Bates ,  Alan Sunners

发明人： Faith McGary ,  Michael Bates ,  Alan Sunners

IPC分类号： H04M11/00 ,  G06Q20/00 ,  H04W4/20 ,  H04L12/58 ,  H04M15/00 ,  H04W4/24

CPC分类号： H04W4/206 ,  G06Q30/02 ,  G06Q30/0267 ,  G06Q30/0277 ,  H04L51/14 ,  H04M3/4933 ,  H04M15/00 ,  H04W4/21 ,  H04W4/24

摘要： A method for enhanced commercial activities to a mobile device user includes providing a user with an application for use on a mobile wireless device and receiving an incoming communication from the wireless device via the application at an enhanced services platform of a directory assistance center. Stored account information, associated with the user is retrieved and a coded information is received from the wireless device, where the coded information is generated by the application based on input uploaded onto the wireless device by the user obtained from any one of the group selected from a product advertisement, a product price tag and digital image of a product. The coded information is parsed at the enhanced services platform, options are retrieved related to a product corresponding to the coded information and the user is provided with options relating to the product.

摘要翻译： 用于增强对移动设备用户的商业活动的方法包括向用户提供在移动无线设备上使用的应用，以及经由目录援助中心的增强服务平台上的应用从无线设备接收传入通信。 与用户相关联的存储的帐户信息被检索，并且从无线设备接收编码信息，其中编码信息是由应用程序基于由从下列组中的任何一个获得的用户获得的输入上传到无线设备上的输入生成的 产品广告，产品价格标签和产品的数字图像。 编码信息在增强服务平台上进行解析，检索与对应于编码信息的产品相关的选项，并向用户提供与产品有关的选项。

公开(公告)号：US08090080B2

公开(公告)日：2012-01-03

申请号：US12249227

申请日：2008-10-10

申请人： John M. Martin ,  Hisao M. Chang

发明人： John M. Martin ,  Hisao M. Chang

IPC分类号： H04M1/64 ,  G01L15/00

CPC分类号： H04M3/4931 ,  G10L15/22 ,  G10L2015/225 ,  H04M3/4933 ,  Y10S707/99933 ,  Y10S707/99945

摘要： A method and system for an automated departure strategy from an automated system includes a track engine and an error engine. The track engine allows for the tracking and storing of one or more utterances spoken by a caller in response to one or more prompts. In addition, the track engine classifies each of the utterances with a confidence level. The error engine determines when one of the utterances initiates an error condition and transfers the caller to an operator on the occurrence of the error condition. In addition to transferring the caller to the operator, the error engine plays to the operator an error utterance, causing the error condition, and a preceding utterance, preceding the error utterance. Furthermore, the error engine populates an operator screen with information provided by the caller in the utterances for utterances classified with a high level of confidence.

摘要翻译： 用于自动化系统的自动离职策略的方法和系统包括轨道引擎和错误引擎。 轨道引擎允许响应于一个或多个提示来跟踪和存储呼叫者所说出的一个或多个话语。 另外，轨道引擎用置信水平对每个话语进行分类。 错误引擎确定何时其中一个话语发起错误状况，并在发生错误条件时将呼叫者传送给操作员。 除了将调用者传送给操作员之外，错误引擎还会在操作员的错误发音之前向操作者发出错误发音，导致错误状态和前面的发音。 此外，错误引擎使用由高度置信度分类的话语的话语中的呼叫者提供的信息填充操作员屏幕。

公开(公告)号：US08085923B2

公开(公告)日：2011-12-27

申请号：US12699308

申请日：2010-02-03

申请人： Robert Pines ,  Christine Baumeister ,  Franklin L. Weiland, II

发明人： Robert Pines ,  Christine Baumeister ,  Franklin L. Weiland, II

IPC分类号： H04M3/493 ,  H04M7/00 ,  G06F3/01 ,  G06F12/00 ,  G06F17/30

CPC分类号： H04M15/8033 ,  H04M3/12 ,  H04M3/42102 ,  H04M3/436 ,  H04M3/493 ,  H04M3/4931 ,  H04M3/4933 ,  H04M3/4935 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5237 ,  H04M7/0036 ,  H04M7/0045 ,  H04M7/0048 ,  H04M7/06 ,  H04M7/12 ,  H04M7/1235 ,  H04M7/1295 ,  H04M2201/38 ,  H04M2203/2061 ,  H04M2207/20 ,  H04M2215/7435 ,  H04M2242/30 ,  H04Q2213/13097 ,  H04Q2213/13103 ,  H04Q2213/13141 ,  H04Q2213/13376

摘要： A communication assistance system includes a first database having a plurality of listings, each listings has at least one contact name and a corresponding contact number. A means is provided for receiving communications from a user among a plurality of users desiring to access the listings. An operator terminal displays a search screen among a plurality of search screens, each of which maintain at least a partially different arrangement of content and search windows for receiving search terms to search for listings contained in the first database, where the displayed search screen is determined based on criteria contained in a search request from the user. The operator terminal is further configured to receive the communication from the user and retrieve a listing from the first database using the displayed search screen.

摘要翻译： 通信辅助系统包括具有多个列表的第一数据库，每个列表具有至少一个联系人姓名和对应的联系电话号码。 提供一种用于在希望访问列表的多个用户中从用户接收通信的装置。 操作员终端在多个搜索屏幕之间显示搜索屏幕，每个搜索屏幕保持内容和搜索窗口的至少部分不同的布置，用于接收搜索项以搜索包含在第一数据库中的列表，其中显示的搜索屏幕被确定 基于来自用户的搜索请求中包含的标准。 操作员终端还被配置为从用户接收通信并使用显示的搜索屏幕从第一数据库检索列表。

公开(公告)号：US20110195689A1

公开(公告)日：2011-08-11

申请号：US12850795

申请日：2010-08-05

申请人： Robert Pines ,  Evan Marwell ,  John Blakeney ,  Christine Baumeister

发明人： Robert Pines ,  Evan Marwell ,  John Blakeney ,  Christine Baumeister

IPC分类号： H04M11/00

CPC分类号： H04W4/16 ,  H04M3/42008 ,  H04M3/42042 ,  H04M3/42068 ,  H04M3/4211 ,  H04M3/42153 ,  H04M3/4931 ,  H04M3/4933 ,  H04M3/4935 ,  H04M3/51 ,  H04M15/00 ,  H04M15/06 ,  H04M15/41 ,  H04M15/44 ,  H04M15/51 ,  H04M15/58 ,  H04M15/68 ,  H04M15/80 ,  H04M15/8038 ,  H04M15/8044 ,  H04M15/8228 ,  H04M2203/6009 ,  H04M2207/18 ,  H04M2207/206 ,  H04M2215/01 ,  H04M2215/0104 ,  H04M2215/0152 ,  H04M2215/0164 ,  H04M2215/0188 ,  H04M2215/0196 ,  H04M2215/2026 ,  H04M2215/32 ,  H04M2215/34 ,  H04M2215/42 ,  H04M2215/54 ,  H04M2215/74 ,  H04M2215/7442 ,  H04M2215/745 ,  H04M2215/7833 ,  H04W4/00 ,  H04W4/12 ,  H04W4/24 ,  H04W8/02 ,  H04W40/02 ,  H04W56/00 ,  H04W74/00

摘要： A communication assistance system provides access to information corresponding to a plurality of subscriber listings. The system includes a telephone switch for receiving calls from a plurality of callers desiring to access the information corresponding to the subscriber listings and a database directory listing for storing information corresponding to each one of the subscriber listings. The information in the subscriber listings include a Rate Plan field associated with billing rates corresponding to each one of the subscribers such that when the system connects the caller to the subscriber, the system employs the Rate Plan Field to determine the billing amount charged to the caller so that the subscriber is not billed for the call.

摘要翻译： 通信协助系统提供对与多个用户列表相对应的信息的访问。 该系统包括一个电话交换机，用于接收来自多个呼叫者的呼叫，该呼叫者希望访问对应于用户列表的信息，以及数据库目录列表，用于存储对应于每个用户列表的信息。 订户列表中的信息包括与对应于每个订户的计费费率相关联的费率计划字段，使得当系统将呼叫者连接到订户时，系统使用费率计划字段来确定向呼叫者收取的计费金额 使得订户不会为该呼叫计费。

公开(公告)号：US07869825B2

公开(公告)日：2011-01-11

申请号：US11805839

申请日：2007-05-24

申请人： Faith McGary ,  Christine Baumeister ,  Robert Pines

发明人： Faith McGary ,  Christine Baumeister ,  Robert Pines

IPC分类号： H04M1/00

CPC分类号： H04M3/5191 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/42068 ,  H04M3/42093 ,  H04M3/44 ,  H04M3/4931 ,  H04M3/4933 ,  H04M2203/357 ,  H04M2203/551 ,  H04M2242/22

摘要： A communication assistance system includes a database having a plurality of listings therein, each of the listings includes a least one contact name and a contact information. A means is provided for receiving incoming communications from a plurality of requesters seeking a listing. A table stores past requested listings of the requesters, where the system reviews the table for storing past requested listings and, based on contents contained in the past requested listing table, develops a list of requesters to target a promotion to, whereupon when a requester who is among the list of requesters contacts the system, they are provided with the promotion.

摘要翻译： 通信辅助系统包括其中具有多个列表的数据库，每个列表包括至少一个联系人姓名和联系人信息。 提供一种用于从寻求列表的多个请求者接收传入通信的装置。 表格存储请求者的过去请求的列表，其中系统审查用于存储过去请求的列表的表格，并且基于过去请求的列表表中包含的内容，开发一个请求者列表以将促销目标定位到那时，当请求者 在请求者联系系统之列，他们被提供了促销。