公开(公告)号：WO2004081720A3

公开(公告)日：2004-09-23

申请号：PCT/US2004/006677

申请日：2004-03-04

Applicant: SBC PROPERTIES, L.P. ,  KNOTT, Benjanim, A. ,  PASQUALE, Theodore, B. ,  JOSEPH, Kurt, M. ,  MILLS, Scott, H. ,  MILLER, James, T. ,  BUSHEY, Robert, R. ,  MARTIN, John, M.

Inventor： KNOTT, Benjanim, A. ,  PASQUALE, Theodore, B. ,  JOSEPH, Kurt, M. ,  MILLS, Scott, H. ,  MILLER, James, T. ,  BUSHEY, Robert, R. ,  MARTIN, John, M.

IPC: H04M003/00

Abstract: 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 customer’s 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.

公开(公告)号：WO2004006092A8

公开(公告)日：2004-09-02

申请号：PCT/US0319835

申请日：2003-06-24

Applicant: SBC PROPERTIES LP ,  SBC TECHN RES INC ,  BUSHEY ROBERT R ,  EDWARDS GREGORY W ,  JOSEPH KURT M ,  KNOTT BENJAMIN A ,  MARTIN JOHN M ,  MILLS SCOTT H ,  PASQUALE THEODORE B

Inventor： BUSHEY ROBERT R ,  EDWARDS GREGORY W ,  JOSEPH KURT M ,  KNOTT BENJAMIN A ,  MARTIN JOHN M ,  MILLS SCOTT H ,  PASQUALE THEODORE B

IPC: G06F9/44 ,  G06Q10/10 ,  G09G5/00 ,  G10L15/18 ,  H04M1/24 ,  H04M1/64 ,  H04M3/00 ,  H04M3/22 ,  H04M11/00 ,  H04M15/00

CPC classification number: G10L15/1822 ,  G06F8/20 ,  G06Q10/10 ,  H04M15/00

公开(公告)号：WO2004006092A2

公开(公告)日：2004-01-15

申请号：PCT/US2003/019835

申请日：2003-06-24

Applicant: SBC PROPERTIES, L.P. ,  SBC TECHNOLOGY RESOURCES, INC. ,  BUSHEY, Robert R. ,  EDWARDS, Gregory W. ,  JOSEPH, Kurt M. ,  KNOTT, Benjamin A. ,  MARTIN, John M. ,  MILLS, Scott H. ,  PASQUALE, Theodore B.

Inventor： BUSHEY, Robert R. ,  EDWARDS, Gregory W. ,  JOSEPH, Kurt M. ,  KNOTT, Benjamin A. ,  MARTIN, John M. ,  MILLS, Scott H. ,  PASQUALE, Theodore B.

IPC: G06F9/44

CPC classification number: G10L15/1822 ,  G06F8/20 ,  G06Q10/10 ,  H04M15/00

Abstract: A method, system, and apparatus for automating the creation of customer-centric interfaces includes an IVR system and a computer system automatically creating a customer-centric interface design. A plurality of opening statements are collected and analyzed in order to determine the customers' terminology, the tasks for which the customers contact the interface, and how the tasks are related. Analysis and categorization of the customer opening statements (using one or more rules), the tasks, and the task relationships allows for menu prompts and dialog exchanges within the interface to be in the customers own terminology and arranged in an order familiar to the customers. Furthermore, a plurality of personas are available to interact with the customers in accordance with the customers' personality or demeanor. The performance of the customer-centric interface is tested whereby the test results are automatically analyzed and the customer-centric interface is modified for optimal performance.

Abstract translation: 用于自动创建以客户为中心的接口的方法，系统和装置包括IVR系统和计算机系统自动创建以客户为中心的接口设计。 收集和分析多个开幕词以确定客户的术语，客户联系接口的任务以及任务如何相关。 客户开场语句（使用一个或多个规则），任务和任务关系的分析和分类允许界面内的菜单提示和对话交换在客户自己的术语中，并按照客户熟悉的顺序排列。 此外，根据客户的个性或风格，多个角色可以与客户进行交互。 测试以客户为中心的界面的性能，从而自动分析测试结果，并修改以客户为中心的界面以获得最佳性能。

公开(公告)号：WO2004081720A2

公开(公告)日：2004-09-23

申请号：PCT/US2004/006677

申请日：2004-03-04

Applicant: SBC PROPERTIES, L.P. ,  KNOTT, Benjanim, A. ,  PASQUALE, Theodore, B. ,  JOSEPH, Kurt, M. ,  MILLS, Scott, H. ,  MILLER, James, T. ,  BUSHEY, Robert, R. ,  MARTIN, John, M.

Inventor： KNOTT, Benjanim, A. ,  PASQUALE, Theodore, B. ,  JOSEPH, Kurt, M. ,  MILLS, Scott, H. ,  MILLER, James, T. ,  BUSHEY, Robert, R. ,  MARTIN, John, M.

IPC: G06F

CPC classification number: H04M3/42348 ,  H04M3/2218 ,  H04M3/4285 ,  H04M3/493 ,  H04M3/5166 ,  H04M3/5238 ,  H04M2203/1066 ,  H04M2203/2011

Abstract: 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 customer’s 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.

Abstract translation: 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与一个或多个客户活动进行交互，同时等待与现场代理人交谈。 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。