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11. 发明授权

US07551723B2 System and method for the automated analysis of performance data 有权
标题翻译：用于自动分析性能数据的系统和方法
公开(公告)号：US07551723B2
公开(公告)日：2009-06-23
申请号：US11005685
申请日：2004-12-07
申请人： Scott H. Mills , Kurt M. Joseph , Theodore B. Pasquale , Robert R. Bushey , John M. Martin , Benjamin A. Knott
发明人： Scott H. Mills , Kurt M. Joseph , Theodore B. Pasquale , Robert R. Bushey , John M. Martin , Benjamin A. Knott
IPC分类号： H04M1/24
CPC分类号： G10L15/1822 , G06F8/20 , G06Q10/10 , H04M15/00
摘要： A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.
摘要翻译：用于自动分析性能数据的方法和系统包括分析系统自动分析多个性能数据集，任务引擎和分数引擎。任务引擎允许每个性能数据集与每个性能数据集的分配任务匹配，以及检索每个性能数据集的正确密钥序列。分数引擎将正确的密钥序列与性能数据集的记录密钥序列进行比较，以确定分配的任务是否成功完成。得分引擎进一步计算每个性能数据集的一个或多个响应时间。性能数据的自动化分析可以节省成本，更有效地利用时间，更可靠和一致的性能数据分析结果。

12. 发明申请

US20080267365A1 SYSTEM, METHOD AND SOFTWARE FOR A SPEECH-ENABLED CALL ROUTING APPLICATION USING AN ACTION-OBJECT MATRIX 有权
标题翻译：使用动作对象矩阵的语音呼叫路由应用的系统，方法和软件
公开(公告)号：US20080267365A1
公开(公告)日：2008-10-30
申请号：US12173553
申请日：2008-07-15
申请人： Robert R. Bushey , John M. Martin , Benjamin A. Knott
发明人： Robert R. Bushey , John M. Martin , Benjamin A. Knott
IPC分类号： H04M1/64
CPC分类号： H04M3/523 , G10L15/197 , H04M3/42059 , H04M3/42204 , H04M3/527 , H04M7/1215 , H04M7/1255 , H04M2201/40
摘要： A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination.
摘要翻译：公开了一种使用动作对象矩阵促进支持语音的呼叫路由应用的系统，方法和软件。在操作中，可以评估自然语言用户话语以识别指示可用于用户的事务或操作的动作对象矩阵中可用的动作和对象。根据自然语言用户话语的内容，可以实现附加提示和/或消歧对话，以从用户引出可用的动作对象组合选择。在从自然语言用户话语中识别动作对象组合之后，动作对象矩阵可以与查找表协作以识别适当的使用路由目的地。在标识适当的路由目的地之后，用户连接可被路由到服务代理或模块，该服务代理或模块被配置为便于由操作对象组合指示的用户选择的事务。

13. 发明授权

US08571203B2 System and method for providing customer activities while in queue 失效
标题翻译：在队列中提供客户活动的系统和方法
公开(公告)号：US08571203B2
公开(公告)日：2013-10-29
申请号：US13542823
申请日：2012-07-06
申请人： Benjamin A. Knott , Theodore B. Pasquale , Kurt M. Joseph , Scott H. Mills , James T. Miller , Robert R. Bushey , John M. Martin
发明人： Benjamin A. Knott , Theodore B. Pasquale , Kurt M. Joseph , Scott H. Mills , James T. Miller , Robert R. Bushey , John M. Martin
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/42348 , H04M3/2218 , H04M3/4285 , H04M3/493 , H04M3/5166 , H04M3/5238 , H04M2203/1066 , H04M2203/2011
摘要： 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 customers' 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.
摘要翻译：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在等待与现场代理人通话的同时与一个或多个客户活动进行交互。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。

14. 发明授权

US08527277B2 System and method for managing recognition errors in a multiple dialog state environment 有权
标题翻译：用于管理多对话状态环境中的识别错误的系统和方法
公开(公告)号：US08527277B2
公开(公告)日：2013-09-03
申请号：US10779945
申请日：2004-02-17
申请人： Robert R. Bushey , John M. Martin , Benjamin A. Knott
发明人： Robert R. Bushey , John M. Martin , Benjamin A. Knott
IPC分类号： G10L21/00
CPC分类号： G10L15/22
摘要： A system for managing recognition errors in a multiple dialog state environment incorporates an error management module. The error management module includes error counters and error set points associated with the system globally as well as associated with specific dialog states. User interaction within the system may then be managed based upon the status of the error counters in relation to the error set points.
摘要翻译：用于在多对话状态环境中管理识别错误的系统包括错误管理模块。错误管理模块包括与系统全局相关联的错误计数器和错误设置点，以及与特定对话状态相关联的错误计数器和错误设置点。然后可以基于与错误设定点相关的错误计数器的状态来管理系统内的用户交互。

15. 发明授权

US08170196B2 Developing interactive call center agent personas 有权
标题翻译：开发交互式呼叫中心代理人物角色
公开(公告)号：US08170196B2
公开(公告)日：2012-05-01
申请号：US12369855
申请日：2009-02-12
申请人： Benjamin A. Knott , Robert R. Bushey , John M. Martin , Stephanie Andrews
发明人： Benjamin A. Knott , Robert R. Bushey , John M. Martin , Stephanie Andrews
IPC分类号： H04M3/00 , G06Q30/00
CPC分类号： H04M3/4936 , G06Q10/06311 , G06Q10/0639 , G06Q30/0203 , G06Q30/0601 , G06Q40/08
摘要： A method, software and system of developing personalities for interactive and/or automated call center applications are provided. According to teachings of the present invention, sample population questionnaires and interviews may be used to identify key personality traits. The impact of the identified key personality traits are then empirically determined. Based on the empirical determination of the key personality traits' impact on customer satisfaction, a plurality of personality profiles may be generated for evaluation. A plurality of application types and voice talents may then be employed to evaluate the impact of each personality profile on customer satisfaction, for different user populations and different types of automated systems. The personality traits for each automated system are preferably rated and reviewed to ensure a system accurately represents the identified key personality traits. The various voice talents may also be evaluated to identify those traits best at conveying a desired personality.
摘要翻译：提供了一种交互式和/或自动化呼叫中心应用开发人员的方法，软件和系统。根据本发明的教导，可以使用样本人口问卷调查和访谈来识别关键人格特质。确定的关键人格特质的影响然后由经验确定。基于关键人格特质对客户满意度的影响的经验确定，可以生成多个个性概况以进行评估。然后，可以使用多种应用类型和语音人才来评估每个个性概况对于不同用户群体和不同类型的自动化系统的顾客满意度的影响。优选评估和审查每个自动系统的个性特征以确保系统准确地表示所识别的关键人格特征。还可以对各种声音人才进行评估，以确定最适合传达期望个性的特征。

16. 发明授权

US08112282B2 Evaluating prompt alternatives for speech-enabled applications 有权
标题翻译：评估语音启用应用程序的提示替代方案
公开(公告)号：US08112282B2
公开(公告)日：2012-02-07
申请号：US12634434
申请日：2009-12-09
申请人： Benjamin A. Knott , Robert R. Bushey , John M. Martin
发明人： Benjamin A. Knott , Robert R. Bushey , John M. Martin
IPC分类号： G10L15/22 , H04M1/24
CPC分类号： H04M3/4936 , H04M3/493 , H04M3/54 , H04M2201/40
摘要： A computer-implemented method is described for optimizing prompts for a speech-enabled application. The speech-enabled application is operable to receive communications from a number of users and communicate one or more prompts to each user to elicit a response from the user that indicates the purpose of the user's communication. The method includes determining a number of prompt alternatives (each including one or more prompts) to evaluate and determining an evaluation period for each prompt alternative. The method also includes automatically presenting each prompt alternative to users during the associated evaluation period and automatically recording the results of user responses to each prompt alternative. Furthermore, the method includes automatically analyzing the recorded results for each prompt alternative based on one or more performance criteria and automatically implementing one of the prompt alternatives based on the analysis of the recorded results.
摘要翻译：描述了一种计算机实现的方法来优化支持语音的应用程序的提示。启用语音的应用程序可操作以从多个用户接收通信，并向每个用户传达一个或多个提示以引出来自用户的指示用户通信目的的响应。该方法包括确定多个提示替代（每个包括一个或多个提示）以评估和确定每个提示替代的评估周期。该方法还包括在相关联的评估期间自动呈现用户的每个提示替代，并自动记录用户响应的结果到每个提示替代。此外，该方法包括基于一个或多个性能标准自动分析每个提示替代的记录结果，并且基于对记录结果的分析自动实现其中一个提示替代。

17. 发明申请

US20100088101A1 SYSTEM AND METHOD FOR FACILITATING CALL ROUTING USING SPEECH RECOGNITION 有权
标题翻译：使用语音识别促进呼叫路由的系统和方法
公开(公告)号：US20100088101A1
公开(公告)日：2010-04-08
申请号：US12634434
申请日：2009-12-09
申请人： Benjamin A. Knott , Robert R. Bushey , John M. Martin
发明人： Benjamin A. Knott , Robert R. Bushey , John M. Martin
IPC分类号： G10L15/00 , G10L11/00
CPC分类号： H04M3/4936 , H04M3/493 , H04M3/54 , H04M2201/40
摘要： A computer-implemented method is described for optimizing prompts for a speech-enabled application. The speech-enabled application is operable to receive communications from a number of users and communicate one or more prompts to each user to illicit a response from the user that indicates the purpose of the user's communication. The method includes determining a number of prompt alternatives (each including one or more prompts) to evaluate and determining an evaluation period for each prompt alternative. The method also includes automatically presenting each prompt alternative to users during the associated evaluation period and automatically recording the results of user responses to each prompt alternative. Furthermore, the method includes automatically analyzing the recorded results for each prompt alternative based on one or more performance criteria and automatically implementing one of the prompt alternatives based on the analysis of the recorded results.
摘要翻译：描述了一种计算机实现的方法来优化支持语音的应用程序的提示。启用语音的应用程序可操作以从多个用户接收通信，并向每个用户传达一个或多个提示以非法地指示用户指示用户通信目的的响应。该方法包括确定多个提示替代（每个包括一个或多个提示）以评估和确定每个提示替代的评估周期。该方法还包括在相关联的评估期间自动呈现用户的每个提示替代，并自动记录用户响应的结果到每个提示替代。此外，该方法包括基于一个或多个性能标准自动分析每个提示替代的记录结果，并且基于对记录结果的分析自动实现其中一个提示替代。

18. 发明授权

US07460650B2 Method for designing an automated speech recognition (ASR) interface for a customer call center 有权
标题翻译：为客户呼叫中心设计自动语音识别（ASR）接口的方法
公开(公告)号：US07460650B2
公开(公告)日：2008-12-02
申请号：US10852342
申请日：2004-05-24
申请人： Robert R. Bushey , Benjamin A. Knott , John M. Martin
发明人： Robert R. Bushey , Benjamin A. Knott , John M. Martin
IPC分类号： H04M1/64
CPC分类号： H04M3/5232 , G10L15/1822 , G10L15/183 , H04M3/493 , H04M2201/40 , H04M2203/355
摘要： A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs.
摘要翻译：一种为服务中心（如自动语音识别（ASR）自助服务中心）设计客户接口的方法。对现有服务中心的客户活动进行监控，提供客户模型，其中包括客户任务的集合。这些任务分配给动作对象对，进一步分配给路由目的地。对话框模块根据客户模型数据进行设计，包括消歧对话框。

19. 发明授权

US07131117B2 Method and system for automating the analysis of word frequencies 有权
标题翻译：用于自动分析字频的方法和系统
公开(公告)号：US07131117B2
公开(公告)日：2006-10-31
申请号：US10234398
申请日：2002-09-04
申请人： Scott H. Mills , Kurt M. Joseph , Robert R. Bushey , John M. Martin , Benjamin A. Knott , Theodore B. Pasquale
发明人： Scott H. Mills , Kurt M. Joseph , Robert R. Bushey , John M. Martin , Benjamin A. Knott , Theodore B. Pasquale
IPC分类号： G06F9/44 , G06F15/00 , G06F17/21
CPC分类号： G06F17/2795
摘要： A method and system for automating the analysis of word frequencies includes a frequency system automatically analyzing a plurality of statements, a count engine, and a cluster engine. The count engine allows for the counting of unique words in the statements and the determination of a frequency of occurrence for each unique word. The frequency system further includes a phrase file allowing for the count engine to specify groups of words as single unique words and a synonym file allowing for the count engine to group one or more words together in synonym groups to be specified as single unique words. The cluster engine locates a plurality of clusters in the statements and determines a cluster frequency of occurrence for each of the clusters. The automated analysis of the statements allows for cost savings, more efficient use of time, and more reliable and consistent word frequency results.
摘要翻译：用于自动分析字频率的方法和系统包括频率系统自动分析多个语句，计数引擎和集群引擎。计数引擎允许对语句中的唯一字进行计数，并确定每个唯一字的出现频率。频率系统还包括一个短语文件，允许计数引擎将单词组指定为单独的唯一单词，同时允许计数引擎将一个或多个单词组合在同义词组中，以被指定为单独的唯一单词。集群引擎在语句中定位多个集群，并确定每个集群的集群发生频率。语句的自动化分析可以节省成本，更有效地利用时间，更可靠和一致的字频率结果。

20. 发明授权

US06697460B2 Adaptive voice recognition menu method and system 有权
标题翻译：自适应语音识别菜单方法和系统
公开(公告)号：US06697460B2
公开(公告)日：2004-02-24
申请号：US10135143
申请日：2002-04-30
申请人： Benjamin A. Knott , Robert R. Bushey , John M. Martin , Kurt M. Joseph
发明人： Benjamin A. Knott , Robert R. Bushey , John M. Martin , Kurt M. Joseph
IPC分类号： H04M164
CPC分类号： H04M3/493 , H04M3/5166 , Y10S379/917
摘要： A method and system for automated speech-enabled responses to caller requests for information prompts caller requests for information from a menu that lists options based upon the frequency of requests for information and for automated collection and updating of content based upon the feedback provided by customers. For instance, a task analyzer classifies information requested by caller opening statements with the classifications based on the task the caller intends to accomplish. For a menu that provides information on telephone services, classifications may include instructions on how to use a service, pre-purchase information, identification of the services that the caller subscribes to, the cost of services, post-purchase information and identification of the caller's long distance carrier.
摘要翻译：一种用于对呼叫者信息请求进行自动语音启用的响应的方法和系统，提示来自菜单的信息的呼叫者请求，该菜单根据信息请求的频率列出选项，并且基于客户提供的反馈自动收集和更新内容。例如，任务分析器根据呼叫者打算完成的任务，将呼叫者打开语句所请求的信息与分类进行分类。对于提供关于电话服务的信息的菜单，分类可以包括关于如何使用服务，预购信息，呼叫者订阅的服务的识别，服务成本，购买后信息和呼叫者的识别长途运输

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