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91. 发明授权

US07086007B1 Method for integrating user models to interface design 有权
公开(公告)号：US07086007B1
公开(公告)日：2006-08-01
申请号：US09578904
申请日：2000-05-26
申请人： Robert R. Bushey , Thomas Deelman , Jennifer M. Mauney
发明人： Robert R. Bushey , Thomas Deelman , Jennifer M. Mauney
IPC分类号： G06F3/00 , G06F3/14
CPC分类号： G06F8/38 , G06Q20/1085
摘要： A method that incorporates a detailed, precise procedure of designing a user interface by utilizing agent behavioral models. This method applies quantitative and qualitative agent behavioral models derived through the Categorize Describe-Model (CDM) methodology to the iterative design stage of interface development. The method includes: (1) categorizing at least two users; (2) validating targeted user behaviors and preferences; (3) capturing emergent behaviors and preferences; (4) tracking design requirements and implementations; (5) accommodating diversity in performance and preference during interactive testing; and (6) customizing a user interface design to each of the at least two users.

92. 发明授权

US07050560B2 Directory assistance dialog with configuration switches to switch from automated speech recognition to operator-assisted dialog 有权
公开(公告)号：US07050560B2
公开(公告)日：2006-05-23
申请号：US10927922
申请日：2004-08-27
申请人： John M. Martin , Robert R. Bushey , Hisao M. Chang
发明人： John M. Martin , Robert R. Bushey , Hisao M. Chang
IPC分类号： H04M3/42
CPC分类号： H04M3/4936 , G10L15/26 , H04M3/4931 , H04M3/4933 , H04M2201/18 , H04M2201/40 , H04M2203/355
摘要： A method of providing a caller with a directory assistance dialog. The dialog is configurable, at any level of the dialog, from an automated speech recognition (ASR) dialog to an operator-assisted (OP) dialog. The dialog is handed off to an operator if any level of the speech recognition dialog fails. Also, a configuration switch may be set to cause the dialog to be handed off to an operator even if a response at some level of the ASR dialog is successfully recognized.

93. 发明授权

US06853966B2 Method for categorizing, describing and modeling types of system users 有权
标题翻译：分类，描述和建模系统用户类型的方法
公开(公告)号：US06853966B2
公开(公告)日：2005-02-08
申请号：US10134430
申请日：2002-04-30
申请人： Robert R. Bushey , Jennifer M. Mauney
发明人： Robert R. Bushey , Jennifer M. Mauney
IPC分类号： G06F9/44 , G06F13/00
CPC分类号： G06F8/38
摘要： A method is provided for modeling types of customer service representatives that use a customer service representative interface. The models are used to provide data for designing the customer service representative interface. The method includes identifying behavior types of customer service representatives that use the customer service representative interface and modeling the identified behavior types of the customer service representatives to design a desired customer service representative interface.
摘要翻译：提供了一种用于建模使用客户服务代表界面的客户服务代表类型的方法。这些模型用于提供用于设计客户服务代表界面的数据。该方法包括识别使用客户服务代表界面的客户服务代表的行为类型，并对客户服务代表的识别的行为类型进行建模以设计期望的客户服务代表接口。

94. 发明授权

US08503662B2 System and method for speech-enabled call routing 有权
标题翻译：支持语音的呼叫路由的系统和方法
公开(公告)号：US08503662B2
公开(公告)日：2013-08-06
申请号：US12787468
申请日：2010-05-26
申请人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
发明人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/4936 , G10L15/26 , G10L19/0204 , G10L19/265 , H04M3/523 , H04M2201/60
摘要： A method includes receiving speech of a call from a caller at a processor of a call routing system. The method includes using the processor to determine a first call destination for the call based on the speech. The method includes using the processor to determine whether the caller is in compliance with at least one business rule related to an account of the caller. The method includes routing the call to the first call destination when the caller is in compliance with the at least one business rule and routing the call to a second call destination when the caller is not in compliance with the at least one business rule.
摘要翻译：一种方法包括在呼叫路由系统的处理器处从呼叫者接收呼叫的语音。该方法包括使用处理器基于语音来确定呼叫的第一呼叫目的地。该方法包括使用处理器来确定呼叫者是否符合与呼叫者的帐户相关的至少一个业务规则。该方法包括：当呼叫者符合至少一个业务规则时，当呼叫者不符合至少一个业务规则时，呼叫将呼叫路由到第二呼叫目的地，将呼叫路由到第一呼叫目的地。

95. 发明授权

US08306192B2 System and method for processing speech 有权
标题翻译：处理语音的系统和方法
公开(公告)号：US08306192B2
公开(公告)日：2012-11-06
申请号：US12750792
申请日：2010-03-31
申请人： Robert R. Bushey , Benjamin Anthony Knott , John Mills Martin , Sarah Korth
发明人： Robert R. Bushey , Benjamin Anthony Knott , John Mills Martin , Sarah Korth
IPC分类号： H04M1/64
CPC分类号： H04M3/5166 , G10L15/00 , H04M2201/40 , H04M2203/2011
摘要： Systems and methods for processing speech are provided. A system may include a speech recognition interface and a processor. The processor may convert speech received from a call at the speech recognition interface to at least one word string. The processor may parse each word string of the at least one word string into first objects and first actions. The processor may access a synonym table to determine second objects and second actions based on the first objects and the first actions. The processor may also select a preferred object and a preferred action from the second objects and the second actions.
摘要翻译：提供了处理语音的系统和方法。系统可以包括语音识别接口和处理器。处理器可以将从语音识别接口处的呼叫接收的语音转换为至少一个字串。处理器可以将至少一个字串的每个字串解析为第一对象和第一动作。处理器可以访问同义词表以基于第一对象和第一动作来确定第二对象和第二动作。处理器还可以从第二对象和第二动作中选择优选对象和优选动作。

96. 发明授权

US07966176B2 System and method for independently recognizing and selecting actions and objects in a speech recognition system 有权
标题翻译：用于在语音识别系统中独立地识别和选择动作和对象的系统和方法
公开(公告)号：US07966176B2
公开(公告)日：2011-06-21
申请号：US12603619
申请日：2009-10-22
申请人： Robert R. Bushey , Michael Sabourin , Carl Potvin , Benjamin Anthony Knott , John Mills Martin
发明人： Robert R. Bushey , Michael Sabourin , Carl Potvin , Benjamin Anthony Knott , John Mills Martin
IPC分类号： G10L15/02 , G10L15/04 , G10L15/08 , G10L11/00 , H04M1/64 , H04M1/658 , G10L19/00 , G10L23/00
CPC分类号： G10L15/1822 , G10L15/08 , G10L2015/0631
摘要： A system includes an acoustic input engine configured to accept a speech input, to recognize phonemes of the speech input, and to create word strings based on the recognized phonemes. The system includes a semantic engine coupled to the acoustic engine and operable to identify actions and to identify objects by parsing the word strings. The system also includes an action-object pairing system to identify a dominant entry from the identified actions and the identified objects, to select a complement to the dominant entry from the identified actions and the identified objects, and to form an action-object pair that includes the dominant entry and the complement. The system further includes an action-object routing table operable to provide a routing destination based on the action-object pair. The system also includes a call routing module to route a call to the routing destination.
摘要翻译：一种系统包括声输入引擎，其被配置为接受语音输入，识别语音输入的音素，以及基于所识别的音素来创建词串。该系统包括耦合到声学引擎的语义引擎，并且可操作以识别动作并通过解析字串来识别对象。所述系统还包括动作对象配对系统，用于从所识别的动作和所识别的对象中识别主要条目，从所识别的动作和识别的对象中选择对主要条目的补集，并形成动作对象对，包括主要条目和补语。所述系统还包括可操作以基于所述动作对象对提供路由目的地的动作对象路由表。系统还包括呼叫路由模块，用于将呼叫路由到路由目的地。

97. 发明授权

US07912201B2 Directory assistance dialog with configuration switches to switch from automated speech recognition to operator-assisted dialog 有权
标题翻译：目录辅助对话框，配置开关从自动语音识别切换到操作员辅助的对话框
公开(公告)号：US07912201B2
公开(公告)日：2011-03-22
申请号：US11559350
申请日：2006-11-13
申请人： John M. Martin , Robert R. Bushey , Hisao M. Chang
发明人： John M. Martin , Robert R. Bushey , Hisao M. Chang
IPC分类号： H04M3/42
CPC分类号： H04M3/4936 , G10L15/26 , H04M3/4931 , H04M3/4933 , H04M2201/18 , H04M2201/40 , H04M2203/355
摘要： A method of providing a caller with a directory assistance dialog. The dialog is configurable, at any level of the dialog, from an automated speech recognition (ASR) dialog to an operator-assisted (OP) dialog. The dialog is handed off to an operator if any level of the speech recognition dialog fails. Also, a configuration switch may be set to cause the dialog to be handed off to an operator even if a response at some level of the ASR dialog is successfully recognized.
摘要翻译：一种为呼叫者提供目录辅助对话的方法。对话框可以在对话框的任何级别配置，从自动语音识别（ASR）对话框到操作员辅助对话框（OP）。如果任何级别的语音识别对话框出现故障，对话框将转交给操作员。此外，即使在ASR对话的某个级别的响应被成功识别的情况下，也可以将配置开关设置为使对话被切换到操作者。

98. 发明授权

US07751551B2 System and method for speech-enabled call routing 有权
标题翻译：支持语音的呼叫路由的系统和方法
公开(公告)号：US07751551B2
公开(公告)日：2010-07-06
申请号：US11032495
申请日：2005-01-10
申请人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
发明人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
IPC分类号： H04M3/00
CPC分类号： H04M3/4936 , G10L15/26 , G10L19/0204 , G10L19/265 , H04M3/523 , H04M2201/60
摘要： A method of processing a call is disclosed. The method can transform speech input from a caller of a call into text and convert the text into an object and an action. The method determines a call destination based on the object and the action. The method can route the call to a destination when a caller is not in compliance with at least one business rule. The method can further route the call to the call destination when the caller is in compliance.
摘要翻译：公开了一种处理呼叫的方法。该方法可以将来自调用者的语音输入转换为文本，并将文本转换为对象和动作。该方法基于对象和动作确定呼叫目的地。当呼叫方不符合至少一个业务规则时，该方法可以将呼叫路由到目的地。当呼叫者符合时，该方法可以进一步将呼叫路由到呼叫目的地。

99. 发明申请

US20100091978A1 CALL ROUTING SYSTEM AND METHOD OF USING THE SAME 有权
标题翻译：呼叫路由系统及其使用方法
公开(公告)号：US20100091978A1
公开(公告)日：2010-04-15
申请号：US12637568
申请日：2009-12-14
申请人： Robert R. Bushey , Sarah Korth , Benjamin Anthony Knott
发明人： Robert R. Bushey , Sarah Korth , Benjamin Anthony Knott
IPC分类号： H04M3/00
CPC分类号： H04M3/5166 , H04M3/42068 , H04M3/436 , H04M2203/2011
摘要： A particular method of using a call routing system includes generating a first action object identifier associated with a task, a first result identifier associated with the task, and a first reason identifier at a first module in response to a call using a processor of the call routing system. The first result identifier has a value that indicates a status of the task. The first reason identifier includes information related to the first result identifier. The method also includes routing the call from the first module to a second module using the processor, based at least in part on the first action object identifier, the first result identifier, and the first reason identifier.
摘要翻译：使用呼叫路由系统的特定方法包括生成与任务相关联的第一动作对象标识符，与任务相关联的第一结果标识符以及响应于使用呼叫处理器的呼叫在第一模块处的第一原因标识符路由系统第一个结果标识符具有指示任务状态的值。第一原因标识符包括与第一结果标识符相关的信息。该方法还包括至少部分地基于第一动作对象标识符，第一结果标识符和第一原因标识符，使用处理器将呼叫从第一模块路由到第二模块。

100. 发明授权

US07657020B2 Call routing system and method of using the same 失效
标题翻译：呼叫路由系统及其使用方法
公开(公告)号：US07657020B2
公开(公告)日：2010-02-02
申请号：US11144375
申请日：2005-06-03
申请人： Robert R. Bushey , Sarah Korth , Benjamin Anthony Knott
发明人： Robert R. Bushey , Sarah Korth , Benjamin Anthony Knott
IPC分类号： H04M3/00 , H04M5/00 , H04M1/56 , H04M15/06
CPC分类号： H04M3/5166 , H04M3/42068 , H04M3/436 , H04M2203/2011
摘要： A call routing system can be used to route calls. An action object identifier, a result identifier, and a reason identifier can be generated in response at least in part to a call. The call can be routed by the call routing system based at least in part on the action object identifier, the result identifier, and the reason identifier. The routing can be performed automatically without requiring an attendant. In another embodiment, an attendant can be used, if desired. In still another embodiment, the processing of the call can be interrupted by the caller, a data processing system used within the call routing system, or an attendant. In a particular embodiment, the call routing system can be used when authenticating a caller or determining an account status of the caller.
摘要翻译：呼叫路由系统可用于路由呼叫。可以至少部分地响应于呼叫来生成动作对象标识符，结果标识符和原因标识符。呼叫可以由呼叫路由系统至少部分地基于动作对象标识符，结果标识符和原因标识符路由。路由可以自动执行而不需要话务员。在另一个实施例中，如果需要，可以使用服务员。在另一个实施例中，呼叫的处理可以由呼叫者，在呼叫路由系统中使用的数据处理系统或服务员中断。在特定实施例中，当认证呼叫者或确定呼叫者的帐户状态时，可以使用呼叫路由系统。

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