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41. 发明申请

US20080162136A1 AUTOMATIC SPEECH RECOGNITION WITH A SELECTION LIST 有权
标题翻译：自动语音识别与选择列表
公开(公告)号：US20080162136A1
公开(公告)日：2008-07-03
申请号：US11619209
申请日：2007-01-03
申请人： Ciprian Agapi , Soonthorn Ativanichayaphong , Charles W. Cross , Gerald M. McCobb
发明人： Ciprian Agapi , Soonthorn Ativanichayaphong , Charles W. Cross , Gerald M. McCobb
IPC分类号： G10L15/18 , G10L15/04 , G10L21/00
CPC分类号： H04M3/4938 , G10L15/193 , G10L15/26 , H04M2201/40 , H04M2203/105
摘要： Methods, apparatus, and computer program products are described for automatic speech recognition (‘ASR’) that include accepting by the multimodal application speech input and visual input for selecting or deselecting items in a selection list, the speech input enabled by a speech recognition grammar; providing, from the multimodal application to the grammar interpreter, the speech input and the speech recognition grammar; receiving, by the multimodal application from the grammar interpreter, interpretation results including matched words from the grammar that correspond to items in the selection list and a semantic interpretation token that specifies whether to select or deselect items in the selection list; and determining, by the multimodal application in dependence upon the value of the semantic interpretation token, whether to select or deselect items in the selection list that correspond to the matched words.
摘要翻译：描述用于自动语音识别（“ASR”）的方法，装置和计算机程序产品，其包括通过多模式应用语音输入的接受和用于在选择列表中选择或取消选择项目的可视输入，由语音识别语法启用的语音输入 ; 从多模式应用程序提供语法解释器，语音输入和语音识别语法; 通过多模式应用从语法解释器接收包括对应于选择列表中的项目的语法的匹配词的解释结果和指定是否选择或取消选择列表中的项目的语义解释令牌; 以及根据所述语义解释令牌的值由所述多模式应用程序确定是否选择或取消选择列表中对应于所述匹配词的项目。

42. 发明申请

US20070121824A1 System and method for call center agent quality assurance using biometric detection technologies 有权
标题翻译：使用生物识别技术的呼叫中心代理质量保证的系统和方法
公开(公告)号：US20070121824A1
公开(公告)日：2007-05-31
申请号：US11291064
申请日：2005-11-30
申请人： Ciprian Agapi , Baiju Mandalia , Pradeep Mansey
发明人： Ciprian Agapi , Baiju Mandalia , Pradeep Mansey
IPC分类号： H04M11/00
CPC分类号： H04M3/5175
摘要： A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer program product for call center agent quality assurance using biometric technologies. A solution for automated monitoring of call center agents' skill, mood, professionalism and behavior using biometric technologies and for providing appropriate action to improve customer handling and satisfaction is provided. The solution provides an automated method for detecting potential problems and preemptively taking action to provide consistent, quality customer service.
摘要翻译：一种用于在交互式语音对话期间评估呼叫接收者响应的质量的方法，系统和计算机程序。本发明的实施例解决了本领域关于生物特征分析的缺陷，并且提供了一种用于使用生物识别技术的呼叫中心代理质量保证的新颖且非显而易见的方法，系统和计算机程序产品。提供了一种使用生物识别技术自动监控呼叫中心代理人的技能，情绪，专业和行为以及提供适当行动以改善客户处理和满意度的解决方案。该解决方案提供了一种自动化方法，用于检测潜在问题，并提前采取行动，提供一致，优质的客户服务。

43. 发明申请

US20070116194A1 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：US20070116194A1
公开(公告)日：2007-05-24
申请号：US11260829
申请日：2005-10-27
申请人： Ciprian Agapi , Vanessa Michelini , Wallace Sadowski
发明人： Ciprian Agapi , Vanessa Michelini , Wallace Sadowski
IPC分类号： H04M1/64
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。

44. 发明申请

US20060112063A1 System, apparatus, and methods for creating alternate-mode applications 失效
标题翻译：用于创建备用模式应用程序的系统，设备和方法
公开(公告)号：US20060112063A1
公开(公告)日：2006-05-25
申请号：US10982491
申请日：2004-11-05
申请人： Ciprian Agapi , Felipe Gomez , James Lewis , Gary Pietrocarlo , Wallace Sadowski
发明人： Ciprian Agapi , Felipe Gomez , James Lewis , Gary Pietrocarlo , Wallace Sadowski
IPC分类号： G06F17/30
CPC分类号： G06F8/38
摘要： A system, apparatus, and method for creating alternate-mode interactive applications is provided. A system for creating an alternate-mode interactive application includes a selection module for selecting a voice-mode element from a set of voice-mode elements defining a voice-mode interactive application for accomplishing a predetermined user-directed task The system also includes a generation module for generating an alternate-mode element corresponding to the selected voice-mode element, the alternate-mode element having a modality different than the voice-mode element. The system further includes a construction module for constructing an alternate-mode interactive application based upon the generated alternate-mode element.
摘要翻译：提供了一种用于创建交替模式交互应用的系统，装置和方法。用于创建替代模式交互应用的系统包括选择模块，用于从定义用于完成预定的用户导向的任务的语音模式交互应用的一组语音模式元素中选择语音模式元素。该系统还包括一代模块，用于生成与所选择的语音模式元素相对应的替代模式元素，所述交替模式元素具有与语音模式元素不同的模式。该系统还包括用于基于所生成的替代模式元件构建替代模式交互应用的构造模块。

45. 发明申请

US20050256804A1 Model and flow for distributing digitally conveyable content 审中-公开
标题翻译：用于分发数字可传送内容的模型和流程
公开(公告)号：US20050256804A1
公开(公告)日：2005-11-17
申请号：US10846435
申请日：2004-05-14
申请人： Ciprian Agapi , Thomas Creamer , James Lewis , Vanessa Michelini , Wallace Sadowski , Clifford Strohofer
发明人： Ciprian Agapi , Thomas Creamer , James Lewis , Vanessa Michelini , Wallace Sadowski , Clifford Strohofer
IPC分类号： G06Q30/00 , G06F17/60
CPC分类号： G06Q30/00
摘要： A method for distributing content can include the step of a content broker receiving digitally conveyable content from a content producer. The content broker can provide the content to at least one content distributor. The content distributor can provide the content to at least one content customer. The content producer can report content usage information to the content broker. The content broker can establish media distribution data and can convey the media distribution data to the content distributor. The content distributor can use the media distribution data and distribution data that the content broker does not have access to when providing the content to the content customer.
摘要翻译：用于分发内容的方法可以包括内容代理从内容制作者接收数字可传送内容的步骤。内容代理可以向至少一个内容分发者提供内容。内容分发者可以向至少一个内容客户提供内容。内容制作者可以向内容代理报告内容使用信息。内容代理可以建立媒体分发数据，并将媒体分发数据传送到内容分发者。当向内容客户提供内容时，内容分发者可以使用内容代理无法访问的媒体分发数据和分发数据。

46. 发明申请

US20050235255A1 Method and system for switching between prototype and real code production in a graphical call flow builder 有权
标题翻译：用于在图形调用流构建器中切换原型和实际代码生成的方法和系统
公开(公告)号：US20050235255A1
公开(公告)日：2005-10-20
申请号：US10827852
申请日：2004-04-20
申请人： Ciprian Agapi , Felipe Gomez , James Lewis , Vanessa Michelini , Sibyl Sullivan
发明人： Ciprian Agapi , Felipe Gomez , James Lewis , Vanessa Michelini , Sibyl Sullivan
IPC分类号： G06F9/44
CPC分类号： G06F8/34 , G06Q10/06
摘要： A method and system for automated code generation in a call flow builder (10) can include a display coupled to a processor. The processor can be programmed to select a real code (database connection) or a prototype code using a graphical interface (20) to provide a selected code and develop a call flow using the selected code. The processor can be programmed to select the prototype code as the selected code, test the call flow in a local development environment and further enable the switching of the selected code from the prototype to the real code to complete a database connection. The processor can be further programmed to enable specification of a default or range of values. Additionally, the processor can be programmed to use a database connection code that replaces a prototype assignment of values to variables when the real code is the selected code.
摘要翻译：在呼叫流程构建器（10）中用于自动代码生成的方法和系统可以包括耦合到处理器的显示器。处理器可以被编程为使用图形界面（20）选择真实代码（数据库连接）或原型代码，以提供所选择的代码并使用所选择的代码开发呼叫流程。处理器可以编程为选择原型代码作为所选代码，测试本地开发环境中的调用流程，并进一步使所选代码从原型切换到实际代码以完成数据库连接。处理器可以被进一步编程以使得能够指定默认值或范围值。此外，当实际代码是所选择的代码时，处理器可以被编程为使用数据库连接代码来代替值的原型分配给变量。

47. 发明申请

US20050060298A1 Method and arrangement of user-modified variables in a presentation list 审中-公开
标题翻译：用户修改的变量在演示列表中的方法和布置
公开(公告)号：US20050060298A1
公开(公告)日：2005-03-17
申请号：US10664293
申请日：2003-09-17
申请人： Ciprian Agapi , Felipe Gomez , James Lewis , Vanessa Michelini
发明人： Ciprian Agapi , Felipe Gomez , James Lewis , Vanessa Michelini
IPC分类号： G06F3/033 , G06F3/048 , G06F17/30
CPC分类号： G06F3/0482
摘要： A method (10) for arranging user-modified variable names in a presentation list such as a drop-down list can include the steps of receiving (12) a system request to display the variables in the drop-down list, and sorting (14) the variables by giving user named variables greater priority over system named variables and then sorting by a second criteria. The method can further include the step of displaying (16) the variables when a user selects the variables using a drop-down control.
摘要翻译：用于在诸如下拉列表的呈现列表中排列用户修改的变量名的方法（10）可以包括以下步骤：接收（12）在下拉列表中显示变量的系统请求，以及排序（14））变量，通过给予用户命名变量比系统命名变量更大的优先级，然后按第二个条件进行排序。该方法还可以包括当用户使用下拉控制选择变量时显示（16）变量的步骤。

48. 发明授权

US08661411B2 Method and system for testing sections of large speech applications 有权
标题翻译：用于测试大型语音应用程序的方法和系统
公开(公告)号：US08661411B2
公开(公告)日：2014-02-25
申请号：US11292833
申请日：2005-12-02
申请人： Ciprian Agapi , Brent D. Metz
发明人： Ciprian Agapi , Brent D. Metz
IPC分类号： G06F9/44 , G10L15/00 , G10L25/00
CPC分类号： G06F11/3688
摘要： A method and system for testing code within a speech application. A test file can be automatically generated to verify the functionality of a new section of code within a graphical call flow builder application. A user can specify through a wizard two points on a path identifying the code section to be tested. The wizard can generate a test file and configure a path to a new subpath. Values are assigned to graphical call flow prompts along the path. Thus, the new code section is reached under the same path conditions for allowing repeatable testing. The system can include a test harness to test a new code section from within a context of the speech application, and a test controller for transitioning to the new code section. The test controller can run the test harness within the speech application to evaluate a functionality of the new code section.
摘要翻译：用于测试语音应用程序中的代码的方法和系统。可以自动生成测试文件，以验证图形调用流构建器应用程序中新的代码段的功能。用户可以通过向导指定路径上的两个点，标识要测试的代码段。该向导可以生成一个测试文件并配置一个新的子路径的路径。值被分配给沿着路径的图形呼叫流提示。因此，在相同的路径条件下达到新的代码段以允许可重复测试。系统可以包括用于在语音应用的上下文内测试新的代码部分的测试装置，以及用于转换到新的代码部分的测试控制器。测试控制器可以在语音应用程序中运行测试工具，以评估新代码部分的功能。

49. 发明授权

US08654937B2 System and method for call center agent quality assurance using biometric detection technologies 有权
标题翻译：使用生物识别技术的呼叫中心代理质量保证的系统和方法
公开(公告)号：US08654937B2
公开(公告)日：2014-02-18
申请号：US11291064
申请日：2005-11-30
申请人： Ciprian Agapi , Baiju D. Mandalia , Pradeep P. Mansey
发明人： Ciprian Agapi , Baiju D. Mandalia , Pradeep P. Mansey
IPC分类号： H04M1/64
CPC分类号： H04M3/5175
摘要： A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer program product for call center agent quality assurance using biometric technologies. A solution for automated monitoring of call center agents' skill, mood, professionalism and behavior using biometric technologies and for providing appropriate action to improve customer handling and satisfaction is provided. The solution provides an automated method for detecting potential problems and preemptively taking action to provide consistent, quality customer service.
摘要翻译：一种用于在交互式语音对话期间评估呼叫接收者响应的质量的方法，系统和计算机程序。本发明的实施例解决了本领域关于生物特征分析的缺陷，并且提供了一种用于使用生物识别技术的呼叫中心代理质量保证的新颖且非显而易见的方法，系统和计算机程序产品。提供了一种使用生物识别技术自动监控呼叫中心代理人的技能，情绪，专业和行为以及提供适当行动以改善客户处理和满意度的解决方案。该解决方案提供了一种自动化方法，用于检测潜在问题，并提前采取行动，提供一致，优质的客户服务。

50. 发明授权

US08638909B2 Dynamically publishing directory information for a plurality of interactive voice response systems 失效
标题翻译：动态地发布多个交互式语音应答系统的目录信息
公开(公告)号：US08638909B2
公开(公告)日：2014-01-28
申请号：US13527355
申请日：2012-06-19
申请人： Ciprian Agapi , William K. Bodin , Charles W. Cross, Jr. , Fang Wang
发明人： Ciprian Agapi , William K. Bodin , Charles W. Cross, Jr. , Fang Wang
IPC分类号： H04M1/64
CPC分类号： H04M3/493
摘要： Some example embodiments include a method of dynamically publishing directory information for a plurality of interactive voice response (‘IVR’) systems. The method includes receiving, by the IVR directory service on behalf of one of the IVR systems, a web services update request. The method includes determining, by the IVR directory service in response to the web services update request, updated directory information for the IVR system. The method includes updating the IVR system directory with the updated directory information for the IVR system. The method includes generating an updated voice mode user interface to reflect the updated IVR system directory with the updated directory information for the IVR system. The generating includes creating one more voice dialogs in accordance with the directory information, the one or more voice dialogs specifying a call flow defining the interaction between a caller and the IVR directory service.
摘要翻译：一些示例性实施例包括动态地发布用于多个交互式语音响应（“IVR”）系统的目录信息的方法。该方法包括代表IVR系统之一的IVR目录服务接收web服务更新请求。该方法包括响应于Web服务更新请求，通过IVR目录服务确定用于IVR系统的更新的目录信息。该方法包括用IVR系统更新的目录信息更新IVR系统目录。该方法包括生成更新的语音模式用户界面，以使用IVR系统的更新的目录信息来反映更新的IVR系统目录。生成包括根据目录信息创建另外一个语音对话，所述一个或多个语音对话框指定定义呼叫者和IVR目录服务之间的交互的呼叫流。

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