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61. 发明授权

US08527277B2 System and method for managing recognition errors in a multiple dialog state environment 有权
标题翻译：用于管理多对话状态环境中的识别错误的系统和方法
公开(公告)号：US08527277B2
公开(公告)日：2013-09-03
申请号：US10779945
申请日：2004-02-17
申请人： Robert R. Bushey , John M. Martin , Benjamin A. Knott
发明人： Robert R. Bushey , John M. Martin , Benjamin A. Knott
IPC分类号： G10L21/00
CPC分类号： G10L15/22
摘要： A system for managing recognition errors in a multiple dialog state environment incorporates an error management module. The error management module includes error counters and error set points associated with the system globally as well as associated with specific dialog states. User interaction within the system may then be managed based upon the status of the error counters in relation to the error set points.
摘要翻译：用于在多对话状态环境中管理识别错误的系统包括错误管理模块。错误管理模块包括与系统全局相关联的错误计数器和错误设置点，以及与特定对话状态相关联的错误计数器和错误设置点。然后可以基于与错误设定点相关的错误计数器的状态来管理系统内的用户交互。

62. 发明授权

US08503641B2 System and method of automated order status retrieval 有权
标题翻译：自动订单状态检索的系统和方法
公开(公告)号：US08503641B2
公开(公告)日：2013-08-06
申请号：US11173227
申请日：2005-07-01
申请人： Robert R. Bushey
发明人： Robert R. Bushey
IPC分类号： H04M3/42 , H04M11/00 , H04M5/00
CPC分类号： H04M3/5235 , H04M3/51 , H04M3/5166 , H04M3/523 , H04M2203/2011
摘要： A method of managing telephone calls is disclosed and includes receiving a telephone call from a caller, prompting the caller to provide a reason for the telephone call, and transferring the telephone call to an automated enterprise check order status system when check order status is indicated as the reason for the telephone call. Additionally, the method includes prompting the caller for an order identifier. The order identifier can be a telephone number, an account number, or an order number. The method also includes receiving the order identifier. The order identifier can be received via a series of touch tones and the order identifier is associated with a previously order telephone service.
摘要翻译：公开了一种管理电话呼叫的方法，包括从呼叫者接收电话呼叫，提示呼叫者提供电话呼叫的原因，并且当检查单状态被指示为电话的原因。此外，该方法包括提示呼叫者订单标识符。订单标识符可以是电话号码，帐号或订单号。该方法还包括接收订单标识符。订单标识符可以通过一系列触摸音接收，并且订单标识符与先前订购的电话服务相关联。

63. 发明授权

US08170196B2 Developing interactive call center agent personas 有权
标题翻译：开发交互式呼叫中心代理人物角色
公开(公告)号：US08170196B2
公开(公告)日：2012-05-01
申请号：US12369855
申请日：2009-02-12
申请人： Benjamin A. Knott , Robert R. Bushey , John M. Martin , Stephanie Andrews
发明人： Benjamin A. Knott , Robert R. Bushey , John M. Martin , Stephanie Andrews
IPC分类号： H04M3/00 , G06Q30/00
CPC分类号： H04M3/4936 , G06Q10/06311 , G06Q10/0639 , G06Q30/0203 , G06Q30/0601 , G06Q40/08
摘要： A method, software and system of developing personalities for interactive and/or automated call center applications are provided. According to teachings of the present invention, sample population questionnaires and interviews may be used to identify key personality traits. The impact of the identified key personality traits are then empirically determined. Based on the empirical determination of the key personality traits' impact on customer satisfaction, a plurality of personality profiles may be generated for evaluation. A plurality of application types and voice talents may then be employed to evaluate the impact of each personality profile on customer satisfaction, for different user populations and different types of automated systems. The personality traits for each automated system are preferably rated and reviewed to ensure a system accurately represents the identified key personality traits. The various voice talents may also be evaluated to identify those traits best at conveying a desired personality.
摘要翻译：提供了一种交互式和/或自动化呼叫中心应用开发人员的方法，软件和系统。根据本发明的教导，可以使用样本人口问卷调查和访谈来识别关键人格特质。确定的关键人格特质的影响然后由经验确定。基于关键人格特质对客户满意度的影响的经验确定，可以生成多个个性概况以进行评估。然后，可以使用多种应用类型和语音人才来评估每个个性概况对于不同用户群体和不同类型的自动化系统的顾客满意度的影响。优选评估和审查每个自动系统的个性特征以确保系统准确地表示所识别的关键人格特征。还可以对各种声音人才进行评估，以确定最适合传达期望个性的特征。

64. 发明授权

US08112282B2 Evaluating prompt alternatives for speech-enabled applications 有权
标题翻译：评估语音启用应用程序的提示替代方案
公开(公告)号：US08112282B2
公开(公告)日：2012-02-07
申请号：US12634434
申请日：2009-12-09
申请人： Benjamin A. Knott , Robert R. Bushey , John M. Martin
发明人： Benjamin A. Knott , Robert R. Bushey , John M. Martin
IPC分类号： G10L15/22 , H04M1/24
CPC分类号： H04M3/4936 , H04M3/493 , H04M3/54 , H04M2201/40
摘要： A computer-implemented method is described for optimizing prompts for a speech-enabled application. The speech-enabled application is operable to receive communications from a number of users and communicate one or more prompts to each user to elicit a response from the user that indicates the purpose of the user's communication. The method includes determining a number of prompt alternatives (each including one or more prompts) to evaluate and determining an evaluation period for each prompt alternative. The method also includes automatically presenting each prompt alternative to users during the associated evaluation period and automatically recording the results of user responses to each prompt alternative. Furthermore, the method includes automatically analyzing the recorded results for each prompt alternative based on one or more performance criteria and automatically implementing one of the prompt alternatives based on the analysis of the recorded results.
摘要翻译：描述了一种计算机实现的方法来优化支持语音的应用程序的提示。启用语音的应用程序可操作以从多个用户接收通信，并向每个用户传达一个或多个提示以引出来自用户的指示用户通信目的的响应。该方法包括确定多个提示替代（每个包括一个或多个提示）以评估和确定每个提示替代的评估周期。该方法还包括在相关联的评估期间自动呈现用户的每个提示替代，并自动记录用户响应的结果到每个提示替代。此外，该方法包括基于一个或多个性能标准自动分析每个提示替代的记录结果，并且基于对记录结果的分析自动实现其中一个提示替代。

65. 发明申请

US20110106586A1 SYSTEM AND METHOD FOR AUTOMATED CUSTOMER FEEDBACK 有权
标题翻译：自动客户反馈系统与方法
公开(公告)号：US20110106586A1
公开(公告)日：2011-05-05
申请号：US12983789
申请日：2011-01-03
申请人： Theodore B. Pasquale , Robert R. Bushey , Benjamin A. Knott
发明人： Theodore B. Pasquale , Robert R. Bushey , Benjamin A. Knott
IPC分类号： G06Q10/00
CPC分类号： H04M3/22 , G06Q30/016 , G06Q30/02 , G06Q30/0203 , G06Q30/0217 , G06Q30/0281 , G06Q30/0282
摘要： A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers' interaction with the customer service center and the customers' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.
摘要翻译：用于自动化客户反馈的系统和方法允许自动收集和分析关于客户满意度的客户反馈数据和关于自助服务应用程序和实时代理的客户任务完成。当联系客户服务中心时，客户提供一个或多个客户任务。客户根据客户任务和/或一个或多个客户特征在客户服务中心内进行路由。在与客户服务中心进行互动的同时，客户会自动询问与客户与客户服务中心的互动和客户满意度相关的一个或多个具体问卷调查问题。客户为调查问题提供一个或多个调查回答。对调查回答进行记录和分析，以修改和更新客户服务中心和调查问题，以提高客户满意度并增加客户任务完成。

66. 发明授权

US07907719B2 Customer-centric interface and method of designing an interface 有权
标题翻译：以客户为中心的接口和设计接口的方法
公开(公告)号：US07907719B2
公开(公告)日：2011-03-15
申请号：US11506790
申请日：2006-08-21
申请人： Robert R. Bushey , Gregory W. Liddell , John M. Martin , Theodore Pasquale
发明人： Robert R. Bushey , Gregory W. Liddell , John M. Martin , Theodore Pasquale
IPC分类号： H04M3/00
CPC分类号： H04M15/00 , G06F8/20 , G06Q10/10
摘要： A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine the frequency of reasons or tasks of why users interact with a particular system. These reasons and their relative frequencies are used to design interface options that emphasize the user's task categories. Finally, the customer-centric interface designs are evaluated and compared with existing system interfaces using usability tests with actual users performing the tasks. The results from usability tests are used to pinpoint the task-option combinations that do not work well and which should be revised. Benefits of this customer-centric design are improved systems performance and increased user satisfaction.
摘要翻译：一种设计接口系统的方法，允许用户将其任务的表示直接映射到接口。以客户为中心的接口设计方法（C-CAID）有三个主要阶段。最终用户的任务被分类以确定用户与特定系统交互的原因或任务的频率。这些原因及其相对频率用于设计强调用户任务类别的界面选项。最后，以用户为中心的接口设计进行评估，并与现有的系统接口进行比较，使用实际用户执行任务的可用性测试。可用性测试的结果用于确定不能正常工作的任务选项组合，哪些应该修改。以客户为中心的设计的优点是提高了系统性能并提高了用户满意度。

67. 发明授权

US07877265B2 System and method for automated customer feedback 有权
标题翻译：自动化客户反馈的系统和方法
公开(公告)号：US07877265B2
公开(公告)日：2011-01-25
申请号：US10436743
申请日：2003-05-13
申请人： Theodore B. Pasquale , Robert R. Bushey , Benjamin A. Knott
发明人： Theodore B. Pasquale , Robert R. Bushey , Benjamin A. Knott
IPC分类号： G06Q10/00 , H04M3/00
CPC分类号： H04M3/22 , G06Q30/016 , G06Q30/02 , G06Q30/0203 , G06Q30/0217 , G06Q30/0281 , G06Q30/0282
摘要： A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers' interaction with the customer service center and the customers' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.
摘要翻译：用于自动化客户反馈的系统和方法允许自动收集和分析关于客户满意度的客户反馈数据和关于自助服务应用程序和实时代理的客户任务完成。当联系客户服务中心时，客户提供一个或多个客户任务。客户根据客户任务和/或一个或多个客户特征在客户服务中心内进行路由。在与客户服务中心进行互动的同时，客户会自动询问与客户与客户服务中心的互动和客户满意度相关的一个或多个具体问卷调查问题。客户为调查问题提供一个或多个调查回答。对调查回答进行记录和分析，以修改和更新客户服务中心和调查问题，以提高客户满意度并增加客户任务完成。

68. 发明申请

US20100088101A1 SYSTEM AND METHOD FOR FACILITATING CALL ROUTING USING SPEECH RECOGNITION 有权
标题翻译：使用语音识别促进呼叫路由的系统和方法
公开(公告)号：US20100088101A1
公开(公告)日：2010-04-08
申请号：US12634434
申请日：2009-12-09
申请人： Benjamin A. Knott , Robert R. Bushey , John M. Martin
发明人： Benjamin A. Knott , Robert R. Bushey , John M. Martin
IPC分类号： G10L15/00 , G10L11/00
CPC分类号： H04M3/4936 , H04M3/493 , H04M3/54 , H04M2201/40
摘要： A computer-implemented method is described for optimizing prompts for a speech-enabled application. The speech-enabled application is operable to receive communications from a number of users and communicate one or more prompts to each user to illicit a response from the user that indicates the purpose of the user's communication. The method includes determining a number of prompt alternatives (each including one or more prompts) to evaluate and determining an evaluation period for each prompt alternative. The method also includes automatically presenting each prompt alternative to users during the associated evaluation period and automatically recording the results of user responses to each prompt alternative. Furthermore, the method includes automatically analyzing the recorded results for each prompt alternative based on one or more performance criteria and automatically implementing one of the prompt alternatives based on the analysis of the recorded results.
摘要翻译：描述了一种计算机实现的方法来优化支持语音的应用程序的提示。启用语音的应用程序可操作以从多个用户接收通信，并向每个用户传达一个或多个提示以非法地指示用户指示用户通信目的的响应。该方法包括确定多个提示替代（每个包括一个或多个提示）以评估和确定每个提示替代的评估周期。该方法还包括在相关联的评估期间自动呈现用户的每个提示替代，并自动记录用户响应的结果到每个提示替代。此外，该方法包括基于一个或多个性能标准自动分析每个提示替代的记录结果，并且基于对记录结果的分析自动实现其中一个提示替代。

69. 发明授权

US07460650B2 Method for designing an automated speech recognition (ASR) interface for a customer call center 有权
标题翻译：为客户呼叫中心设计自动语音识别（ASR）接口的方法
公开(公告)号：US07460650B2
公开(公告)日：2008-12-02
申请号：US10852342
申请日：2004-05-24
申请人： Robert R. Bushey , Benjamin A. Knott , John M. Martin
发明人： Robert R. Bushey , Benjamin A. Knott , John M. Martin
IPC分类号： H04M1/64
CPC分类号： H04M3/5232 , G10L15/1822 , G10L15/183 , H04M3/493 , H04M2201/40 , H04M2203/355
摘要： A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs.
摘要翻译：一种为服务中心（如自动语音识别（ASR）自助服务中心）设计客户接口的方法。对现有服务中心的客户活动进行监控，提供客户模型，其中包括客户任务的集合。这些任务分配给动作对象对，进一步分配给路由目的地。对话框模块根据客户模型数据进行设计，包括消歧对话框。

70. 发明申请

US20080123838A1 Call Routing from First to Second Dialog of Interactive Voice Response System 审中-公开
标题翻译：互动语音应答系统的第一对话通话路由
公开(公告)号：US20080123838A1
公开(公告)日：2008-05-29
申请号：US12027091
申请日：2008-02-06
申请人： Kurt M. Joseph , Aaron W. Bangor , Robert R. Bushey
发明人： Kurt M. Joseph , Aaron W. Bangor , Robert R. Bushey
IPC分类号： H04M3/22
CPC分类号： H04M3/5166 , H04M3/523 , H04M3/5238 , H04M2201/18 , H04M2203/2011
摘要： A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.
摘要翻译：提供手动（由服务代表协助）和自动解决问题的对话的客户服务呼叫系统。路由进程确定哪个对话框适合于来电。路由过程确定自动化系统将解决问题的概率，并确定客户达到手动对话的预期保持时间。路由进程使用此信息来确定呼叫如何路由。

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