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    • 45. 发明申请
    • VOICE BASED KEYWORD SEARCH ALGORITHM
    • 基于语音的关键词搜索算法
    • US20080147399A1
    • 2008-06-19
    • US11612060
    • 2006-12-18
    • Peeyush JaiswalNaveen NarayanFang Wang
    • Peeyush JaiswalNaveen NarayanFang Wang
    • G10L15/04
    • G10L15/08
    • A search algorithm utilizing confidence levels of keywords spoken by a caller to identify keyword indexed search items which best match the spoken keywords. In response to receiving a spoken search request from a caller, keywords are identified in the spoken search request. A list of candidates is created comprising a match to at least one of the keywords, wherein each candidate in the list is assigned a level of confidence in the match. Keyword indexed search items having at least one of the keywords as an index and an original matching score are then located. The original matching score of each keyword indexed search item is weighted with the level of confidence in the list of candidates to form weighted matching scores. The keyword indexed search items are sorted based on weighted matching score. A list of the sorted keyword indexed search items is then created.
    • 一种利用呼叫者说出的关键词的置信水平的搜索算法来识别与口语关键字最匹配的关键字索引的搜索项。 响应于从呼叫者接收到口语搜索请求,在口语搜索请求中识别关键词。 创建候选者的列表,其包括与至少一个关键字的匹配,其中列表中的每个候选者被赋予比赛的置信水平。 然后定位具有至少一个关键字作为索引和原始匹配分数的关键词索引的搜索项。 每个关键词索引的搜索项目的原始匹配分数用候选者列表中的置信度加权,以形成加权匹配分数。 关键词索引的搜索项目根据加权匹配分数进行排序。 然后创建排序关键字索引的搜索项目的列表。
    • 46. 发明申请
    • VIRTUAL CONTACT CENTER
    • 虚拟联络中心
    • US20080107256A1
    • 2008-05-08
    • US11557538
    • 2006-11-08
    • PEEYUSH JAISWALNAVEEN NARAYANFang Wang
    • PEEYUSH JAISWALNAVEEN NARAYANFang Wang
    • H04M3/00
    • H04M3/5233H04M3/5125H04M7/006H04M7/123
    • A method, system and computer-readable medium for providing a Virtual Contact Center (VCC) to call-in customers is presented. In a preferred embodiment, the method includes the steps of: screening a plurality of service agents according to agent qualifications needed by a Virtual Contact Center (VCC); developing a network of pre-qualified service agents from the screening step, wherein each pre-qualified service agent is an independent contractor; receiving, at a Virtual Contact Center Portal (VCCP), a request for service call from a customer; and directing the request for service call through the VCCP to one of the pre-qualified service agents according to a nature of the request for service call.
    • 提出了一种用于向呼入客户提供虚拟联络中心(VCC)的方法,系统和计算机可读介质。 在优选实施例中,该方法包括以下步骤:根据虚拟联络中心(VCC)所需的代理资格屏蔽多个服务代理; 从筛选步骤开发预合格服务代理网络,其中每个预合格服务代理人是独立承包商; 在虚拟联络中心门户(VCCP)接收来自客户的服务呼叫请求; 并根据请求服务呼叫的性质,通过VCCP将服务呼叫请求引导到其中一个预先认证的业务代理。