公开(公告)号：WO2006002336A3

公开(公告)日：2009-04-30

申请号：PCT/US2005022371

申请日：2005-06-23

Applicant: COHEN DARRYL R ,  COHEN MARK I ,  PALAZOTTO DAN M ,  BURNS STEPHEN S

Inventor： COHEN DARRYL R ,  COHEN MARK I ,  PALAZOTTO DAN M ,  BURNS STEPHEN S

IPC: G06F7/00 ,  G06F17/30

CPC classification number: H04M3/51 ,  G06F17/30905 ,  H04M3/5175

Abstract: A method for responding to customer queries using a communication network includes receiving one or more verbal queries from a customer via a customer communication device, digitizing and storing the verbal query, retrieving the stored query and transcribing the query by a human transcriber, spot-checking by a quality assurance operator of the transcribed query, and routing the transcribed query to a human researcher. The researcher than performs research using search engines, databases, and/or knowledge-bases to obtain an answer to the query. The researcher's answer may also be spot-checked by a quality assurance operator. The answer is then transmitted to the customer communication device in text format.

Abstract translation: 使用通信网络来响应客户查询的方法包括经由客户通信设备接收来自客户的一个或多个口头查询，数字化和存储语言查询，检索所存储的查询并由人类抄录员转录查询，点检 通过转录查询的质量保证运算符，并将转录的查询路由到人类研究者。 研究人员使用搜索引擎，数据库和/或知识库进行研究，以获得查询的答案。 研究人员的答案也可能由质量保证经营者进行检查。 然后将答案以文本格式发送给客户通信设备。

公开(公告)号：WO2006002336A2

公开(公告)日：2006-01-05

申请号：PCT/US2005/022371

申请日：2005-06-23

Applicant: COHEN, Darryl, R. ,  COHEN, Mark, I. ,  PALAZOTTO, Dan, M. ,  BURNS, Stephen, S.

Inventor： COHEN, Darryl, R. ,  COHEN, Mark, I. ,  PALAZOTTO, Dan, M. ,  BURNS, Stephen, S.

IPC: G06F17/30

CPC classification number: H04M3/51 ,  G06F17/30905 ,  H04M3/5175

Abstract: A method for responding to customer queries using a communication network includes receiving one or more verbal queries from a customer via a customer communication device, digitizing and storing the verbal query, retrieving the stored query and transcribing the query by a human transcriber, spot-checking by a quality assurance operator of the transcribed query, and routing the transcribed query to a human researcher. The researcher than performs research using search engines, databases, and/or knowledge-bases to obtain an answer to the query. The researcher's answer may also be spot-checked by a quality assurance operator. The answer is then transmitted to the customer communication device in text format.

Abstract translation: 使用通信网络来响应客户查询的方法包括经由客户通信设备接收来自客户的一个或多个口头查询，数字化和存储语言查询，检索所存储的查询并由人类抄录员转录查询，点检 通过转录查询的质量保证运算符，并将转录的查询路由到人类研究者。 研究人员使用搜索引擎，数据库和/或知识库进行研究，以获得查询的答案。 研究人员的答案也可能由质量保证经营者进行检查。 然后将答案以文本格式发送给客户通信设备。