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21. 发明授权

US08566104B2 Numeric weighting of error recovery prompts for transfer to a human agent from an automated speech response system 有权
标题翻译：错误恢复的数字加权提示从自动语音响应系统传输给人类代理
公开(公告)号：US08566104B2
公开(公告)日：2013-10-22
申请号：US13287004
申请日：2011-11-01
申请人： Vanessa V. Michelini , Melanie D. Polkosky
发明人： Vanessa V. Michelini , Melanie D. Polkosky
IPC分类号： G10L21/00 , G10L17/00 , G10L15/00 , H04M3/00
CPC分类号： G10L15/22 , G10L15/1815
摘要： A method for a speech response system to automatically transfer users to human agents. The method can establish an interactive dialog session between a user and an automated speech response system. An error score can be established when the interactive dialog session is initiated. During the interactive dialog session, responses to dialog prompts can be received. Error weights can be assigned to receive responses determined to be non-valid responses. Different non-valid responses can be assigned different error weights. For each non-valid response, the assigned error weight can be added to the error score. When a value of the error score exceeds a previously established error threshold, a user can be automatically transferred from the automated speech response system to a human agent.
摘要翻译：一种用于语音响应系统的方法，用于将用户自动转移到人类代理。该方法可以在用户和自动语音响应系统之间建立交互式对话会话。当启动交互式对话会话时，可以建立错误分数。在交互式对话会话期间，可以接收到对话提示的响应。可以分配错误权重以接收确定为非有效响应的响应。可以分配不同的无效响应不同的误差。对于每个非有效的响应，可以将分配的误差权重添加到误差分数。当误差分数的值超过先前建立的误差阈值时，可以将用户自动地从自动语音响应系统传送到人类代理。

22. 发明授权

US07792253B2 Communications involving devices having different communication modes 失效
标题翻译：涉及具有不同通信模式的设备的通信
公开(公告)号：US07792253B2
公开(公告)日：2010-09-07
申请号：US11260829
申请日：2005-10-27
申请人： Ciprian Agapi , Vanessa V. Michelini , Wallace J. Sadowski
发明人： Ciprian Agapi , Vanessa V. Michelini , Wallace J. Sadowski
IPC分类号： H04M11/00
CPC分类号： H04L65/605 , H04L29/06027 , H04L51/066 , H04L51/38 , H04L65/1006 , H04L67/24 , H04L69/18 , H04L69/40 , H04M7/0045 , H04M2201/60
摘要： The present invention includes a telecommunication method. The method can include the step of a sending device operating in a first communication mode initializing a communication to a receiving device operating in a second communication mode. The receiving device can be queried to automatically determine that the receiving device is operating in the second communication mode. In one embodiment, the first and second communication modes can include a speech mode and a text mode. The communication can be established between the sending and receiving devices, where the sending device communicates in the first communication mode, and where the receiving device communicates in the second communication mode. During the communication, a format of messages conveyed between the sending device and the receiving device can be automatically changed in accordance with the first communication mode and the second communication mode.
摘要翻译：本发明包括电信方法。该方法可以包括以第一通信模式操作的发送设备的步骤，其将通信初始化为以第二通信模式操作的接收设备。可以查询接收设备以自动确定接收设备在第二通信模式下操作。在一个实施例中，第一和第二通信模式可以包括语音模式和文本模式。可以在发送设备之间建立通信，发送设备在第一通信模式下进行通信，并且接收设备在第二通信模式下进行通信。在通信期间，可以根据第一通信模式和第二通信模式自动地改变在发送装置和接收装置之间传送的消息的格式。

23. 发明申请

US20080040196A1 Method, system and program product for hosting an on-demand customer interaction center utility infrastructure 审中-公开
标题翻译：用于托管按需客户交互中心公用事业基础设施的方法，系统和程序产品
公开(公告)号：US20080040196A1
公开(公告)日：2008-02-14
申请号：US11482254
申请日：2006-07-06
申请人： Robert E. Coon , James M. Donnelly , Michael S. Matthews , Vanessa V. Michelini
发明人： Robert E. Coon , James M. Donnelly , Michael S. Matthews , Vanessa V. Michelini
IPC分类号： G07G1/00
CPC分类号： G07F17/16 , G06Q30/016 , G06Q30/0281 , G06Q30/06 , G07F17/0014
摘要： A method, system and program product for hosting an on-demand customer interaction contact center utility infrastructure is provided. The method includes negotiating competitive prices with a plurality of vendors for each of the plurality of components of the on-demand customer interaction center utility infrastructure. Further, the method includes providing an on-demand customer interaction center utility infrastructure serving a plurality of customers and including a plurality of components. The method includes configuring a solution for a customer, the solution including sharing one or more components of the plurality of components of the on-demand customer interaction center utility infrastructure and establishing metrics to be monitored and achieved for the customer for calculating a customer utilization fee, such that the customer pays for the one or more components utilized in the on-demand customer interaction center utility infrastructure based on achievement of the metrics established and monitored.
摘要翻译：提供了用于托管按需客户交互联络中心实用程序基础设施的方法，系统和程序产品。该方法包括与按需客户交互中心公用事业基础设施的多个组件中的每一个的多个供应商协商具有竞争力的价格。此外，该方法包括提供服务于多个客户并且包括多个组件的按需客户交互中心公用事业基础设施。该方法包括为客户配置解决方案，该解决方案包括共享按需客户交互中心公用事业基础设施的多个组件中的一个或多个组件，并建立要监视和实现的用于计算客户使用费用的客户使用费用，使得客户基于建立和监视的度量的实现来支付按需客户交互中心公用设施基础设施中使用的一个或多个组件。

24. 发明授权

US07046777B2 IVR customer address acquisition method 有权
标题翻译： IVR客户地址采集方式
公开(公告)号：US07046777B2
公开(公告)日：2006-05-16
申请号：US10452359
申请日：2003-06-02
申请人： Vicki L. Colson , Brent L. Davis , Baiju D. Mandalia , Vanessa V. Michelini
发明人： Vicki L. Colson , Brent L. Davis , Baiju D. Mandalia , Vanessa V. Michelini
IPC分类号： H04M1/56
CPC分类号： H04M3/4931 , H04M3/493
摘要： A method of automatically acquiring and/or updating a customer address within an interactive voice response system including establishing a telephony connection with a customer and identifying a telephone number associated with the customer. A directory assistance data store external to the interactive voice response system can be accessed. A reverse directory search based upon the telephone number can be performed to retrieve an address from the directory assistance data store. The retrieved address can be stored within an interactive voice response system data store.
摘要翻译：一种在交互式语音响应系统内自动获取和/或更新客户地址的方法，包括与客户建立电话连接并识别与客户相关联的电话号码。可以访问交互式语音响应系统外部的目录辅助数据存储。可以执行基于电话号码的反向目录搜索以从目录辅助数据存储器检索地址。检索到的地址可以存储在交互式语音应答系统数据存储器中。

25. 发明授权

US06917677B2 Method and system for defining call transfer rules for directory assistance 有权
标题翻译：用于定义目录协助的呼叫转移规则的方法和系统
公开(公告)号：US06917677B2
公开(公告)日：2005-07-12
申请号：US10083225
申请日：2002-02-26
申请人： William V. Da Palma , Brent L. Davis , Reza Ghasemi , John R. Lauria , Vanessa V. Michelini , Sibyl C. Sullivan
发明人： William V. Da Palma , Brent L. Davis , Reza Ghasemi , John R. Lauria , Vanessa V. Michelini , Sibyl C. Sullivan
IPC分类号： H04M3/493
CPC分类号： H04M3/4931
摘要： A automated method of transferring calls can include, within an established call with a calling party, receiving from the calling party a request specifying a name. The name can be compared with a listing of names and associated directory numbers to determine if there is a match. A directory number associated with the matched name can be processed according to translation attributes to determine a dialable number. The dialable number can be sent to a telephony switch to transfer the call.
摘要翻译：转移呼叫的自动化方法可以在与呼叫方建立的呼叫中包括从主叫方接收指定名称的请求。该名称可以与名称和相关的目录号码列表进行比较，以确定是否存在匹配项。可以根据转换属性来处理与匹配名称相关联的目录号码，以确定可拨号码。可以将拨号号码发送到电话交换机以传送呼叫。

26. 发明申请

US20130116092A1 EXERCISE-INTEGRATED WORKSTATION 有权
标题翻译：锻炼一体化工作站
公开(公告)号：US20130116092A1
公开(公告)日：2013-05-09
申请号：US13288781
申请日：2011-11-03
申请人： Anthony E. Martinez , Vanessa V. Michelini
发明人： Anthony E. Martinez , Vanessa V. Michelini
IPC分类号： A63B71/00
CPC分类号： A63B24/0075 , A63B22/0048 , A63B22/02 , A63B22/0664 , A63B24/0062 , A63B24/0087 , A63B71/0619 , A63B2024/0068 , A63B2024/0078 , A63B2024/0093 , A63B2220/10 , A63B2225/20 , A63B2225/50 , A63B2230/75 , G06F19/00 , G06F19/3481 , H04N7/142
摘要： A method, a computer program product, and a computer system initiate an exercise sequence on an exercise-integrated workstation. A set of active monitored activities is identified. A set of preferences and goals for the exercise sequence is identified. A set of accumulated details regarding any user modifications to previous exercise sequences is identified. A set of scheduled events is identified. Responsive to identifying the set of active monitored activities, the set of preferences and goals, the set of accumulated details, and the set of scheduled events, the method determines whether to initiate an exercise sequence. Responsive to determining to initiate the exercise sequence, the method initiates the exercise sequence.
摘要翻译：方法，计算机程序产品和计算机系统在运动综合工作站上发起锻炼序列。确定了一组主动监控的活动。确定了运动序列的一组偏好和目标。识别关于任何用户对先前运动序列的修改的一组累积细节。确定一组预定事件。响应于确定主动监视活动的集合，偏好和目标的集合，累积细节的集合以及预定事件的集合，该方法确定是否启动运动序列。响应于确定启动运动序列，该方法启动运动序列。

27. 发明授权

US08380484B2 Method and system of dynamically changing a sentence structure of a message 有权
标题翻译：动态地改变消息的句子结构的方法和系统
公开(公告)号：US08380484B2
公开(公告)日：2013-02-19
申请号：US10915025
申请日：2004-08-10
申请人： Brent L. Davis , Stephen W. Hanley , Vanessa V. Michelini , Melanie D. Polkosky
发明人： Brent L. Davis , Stephen W. Hanley , Vanessa V. Michelini , Melanie D. Polkosky
IPC分类号： G06F17/20
CPC分类号： G10L13/027 , G10L13/033
摘要： A method (50) of dynamically changing a sentence structure of a message can include the step of receiving (51) a user request for information, retrieving (52) data based on the information requested, and altering (53) among an intonation and/or the language conveying the information based on the context of the information to be presented. The intonation can optionally be altered by altering (54) a volume, a speed, and/or a pitch based on the information to be presented. The language can be altered by selecting (55) among a finite set of synonyms based on the information to be presented to the user or by selecting (56) among key verbs, adjectives or adverbs that vary along a continuum.
摘要翻译：动态地改变消息的句子结构的方法（50）可以包括以下步骤：接收（51）用户的信息请求，基于所请求的信息检索（52）数据，并且改变（53）语调和/ 或基于要呈现的信息的上下文来传达信息的语言。可以根据要呈现的信息来改变（54）音量，速度和/或音调来改变语调。可以通过基于要呈现给用户的信息来选择（55）有限的同义词集合之一来选择（55），或通过选择沿着连续体变化的关键动词，形容词或副词中的（56）。

28. 发明授权

US08073699B2 Numeric weighting of error recovery prompts for transfer to a human agent from an automated speech response system 有权
标题翻译：错误恢复的数字加权提示从自动语音响应系统传输给人类代理
公开(公告)号：US08073699B2
公开(公告)日：2011-12-06
申请号：US11204510
申请日：2005-08-16
申请人： Vanessa V. Michelini , Melanie D. Polkosky
发明人： Vanessa V. Michelini , Melanie D. Polkosky
IPC分类号： G10L21/00 , G10L17/00 , G10L15/00 , H04M3/00
CPC分类号： G10L15/22 , G10L15/1815
摘要： A method for a speech response system to automatically transfer users to human agents. The method can establish an interactive dialog session between a user and an automated speech response system. An error score can be established when the interactive dialog session is initiated. During the interactive dialog session, responses to dialog prompts can be received. Error weights can be assigned to receive responses determined to be non-valid responses. Different non-valid responses can be assigned different error weights. For each non-valid response, the assigned error weight can be added to the error score. When a value of the error score exceeds a previously established error threshold, a user can be automatically transferred from the automated speech response system to a human agent.
摘要翻译：一种用于语音响应系统的方法，用于将用户自动转移到人类代理。该方法可以在用户和自动语音响应系统之间建立交互式对话会话。当启动交互式对话会话时，可以建立错误分数。在交互式对话会话期间，可以接收到对话提示的响应。可以分配错误权重以接收确定为非有效响应的响应。可以分配不同的无效响应不同的误差。对于每个非有效的响应，可以将分配的误差权重添加到误差分数。当误差分数的值超过先前建立的误差阈值时，可以将用户自动地从自动语音响应系统传送到人类代理。

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