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    • 68. 发明授权
    • Call flow modification based on user situation
    • 根据用户情况调用流程修改
    • US07627476B2
    • 2009-12-01
    • US11303431
    • 2005-12-16
    • Amit A. NanavatiNitendra Rajput
    • Amit A. NanavatiNitendra Rajput
    • G10L11/00
    • H04M3/4938H04M2242/15H04W8/18
    • The call flow of a user is modified based on the user's situation. A set of context-specific information regarding a user is collected, without prompting the user for this context-specific information within a call with the user. For instance, the context-specific information can include locational information regarding the user, weather information at the current location of the user, traffic information at the user's current location, proximity information of the user to a given transportation mode (airport, train station, and so on), as well as user preferences information. The situation of the user is determined based on the set of context-specific information collected, and the call flow of voice prompts to the user within the call is modified based on the situation determined.
    • 基于用户的情况修改用户的呼叫流程。 收集关于用户的一组上下文特定信息,而不用提示用户在与用户的呼叫中的该上下文特定信息。 例如,上下文特定信息可以包括关于用户的位置信息,用户当前位置的天气信息,用户当前位置处的交通信息,用户对给定交通模式的接近信息(机场,火车站, 等等),以及用户偏好信息。 基于所收集的上下文特定信息的集合确定用户的情况,并且基于所确定的情况来修改呼叫内的用户的语音提示的呼叫流程。
    • 69. 发明申请
    • Method and System for Hybrid Call Handling
    • 混合呼叫处理方法与系统
    • US20080086690A1
    • 2008-04-10
    • US11534000
    • 2006-09-21
    • Ashish VermaNitendra RajputSreeram Viswanath BalakrishnanTanveer Afzal Faruquie
    • Ashish VermaNitendra RajputSreeram Viswanath BalakrishnanTanveer Afzal Faruquie
    • G06F15/177
    • H04L12/66
    • The present invention provides a hybrid call handling method and system. The method comprises navigating a plurality of received calls from a plurality of callers. The method further comprises monitoring a call health status for each of the plurality of the calls being navigated for entire call duration and notifying a bad call health status of the monitored call to a human agent for employing at least one rectification action. The call health status is determined by monitoring and measuring one or more call parameters. The invention provides for a system for call handling and navigation by an automated system with a human agent assisting the automated system for rectification of calls with bad call health status. Once the call with a bad health is transferred to the human agent, he assists the automated system either by directly communicating with the caller or by communicating using a machine interface.
    • 本发明提供一种混合呼叫处理方法和系统。 该方法包括从多个呼叫者导航多个接收的呼叫。 所述方法还包括:监视针对整个呼叫持续时间进行导航的多个呼叫中的每个呼叫的呼叫健康状态,并将被监视呼叫的不良呼叫健康状况通知给人类代理以采用至少一个整流动作。 通过监视和测量一个或多个呼叫参数来确定呼叫健康状态。 本发明提供了一种用于通过自动化系统进行呼叫处理和导航的系统,其中人体代理协助自动化系统来校正具有不良呼叫健康状态的呼叫。 一旦身体不好的呼叫转移给人类代理,他可以通过与呼叫者直接通信或通过使用机器接口进行通信来协助自动化系统。
    • 70. 发明申请
    • Sharing voice application processing via markup
    • 通过标记共享语音应用程序处理
    • US20070143113A1
    • 2007-06-21
    • US11312300
    • 2005-12-20
    • Amit NanavatiNitendra Rajput
    • Amit NanavatiNitendra Rajput
    • G10L15/18
    • G10L15/30G06F17/2705G10L15/00G10L15/01
    • A system is described for processing voice applications comprising a client device (10) having associated data indicative of its computing capability. The system has access to a plurality of scripts specifying tasks to be performed in a voice-based dialog between a user and the system. The scripts are interpretable at a browser level. A server (20) selects an appropriate script for the client device (10) based on the associated data. An interpreter layer processes the selected script to determine a first set of instructions to be performed on the client device (10) and a second set of instructions to be performed on the server (20) for the dialog. Computation is thus shared between the client device and the server based on the computational capability of the client.
    • 描述了一种用于处理语音应用的系统,包括具有指示其计算能力的相关联数据的客户端设备(10)。 系统可以访问指定要在用户和系统之间的基于语音的对话中执行的任务的多个脚本。 脚本在浏览器级别可解释。 服务器(20)基于相关联的数据为客户端设备(10)选择适当的脚本。 解释器层处理所选择的脚本以确定要在客户端设备(10)上执行的第一组指令以及要在对话的服务器(20)上执行的第二组指令。 因此,基于客户机的计算能力,在客户端设备和服务器之间共享计算。