专利快速检索-快速检索全球专利，免费商用专利数据库-IPRDB

1. 发明授权

US08571203B2 System and method for providing customer activities while in queue 失效
标题翻译：在队列中提供客户活动的系统和方法
公开(公告)号：US08571203B2
公开(公告)日：2013-10-29
申请号：US13542823
申请日：2012-07-06
申请人： Benjamin A. Knott , Theodore B. Pasquale , Kurt M. Joseph , Scott H. Mills , James T. Miller , Robert R. Bushey , John M. Martin
发明人： Benjamin A. Knott , Theodore B. Pasquale , Kurt M. Joseph , Scott H. Mills , James T. Miller , Robert R. Bushey , John M. Martin
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/42348 , H04M3/2218 , H04M3/4285 , H04M3/493 , H04M3/5166 , H04M3/5238 , H04M2203/1066 , H04M2203/2011
摘要： A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customers' selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer's interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.
摘要翻译：用于在队列中提供客户活动的系统和方法允许一个或多个客户在等待与现场代理人通话的同时与一个或多个客户活动进行交互。客户在客户活动中进行客户活动，客户活动减少与持有代理人谈话的无聊，沮丧和持续持续时间。客户提供一个或多个客户活动选项进行交互，系统和方法监控客户的选择和与客户活动的互动。随着代理商可用，每个客户都被转移到代理商以及客户与所选客户活动的互动信息。在代理和客户之间的交互完成之后，客户可以选择返回所选择的客户活动并继续与选定的客户活动进行交互。

2. 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。

3. 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。

4. 发明申请

US20130010947A1 System and Method of Determining Call Treatment of Repeat Calls 有权
标题翻译：确定重复呼叫呼叫处理的系统和方法
公开(公告)号：US20130010947A1
公开(公告)日：2013-01-10
申请号：US13618819
申请日：2012-09-14
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： H04M3/5235 , G06Q20/10 , G06Q20/40 , H04M3/5232 , H04M2203/551
摘要： A method is disclosed that includes retrieving first data associated with a call from an action-object table. The method further includes retrieving second data from a resolution table based on the first data. The second data indicates a treatment type to be provided to the call. The method further includes, in response to determining that the treatment type indicates a particular treatment type, servicing the call with the particular treatment type. The particular treatment type includes routing the call to a destination associated with a call center.
摘要翻译：公开了一种包括从动作对象表检索与呼叫相关联的第一数据的方法。该方法还包括基于第一数据从分辨率表检索第二数据。第二数据表示要提供给呼叫的治疗类型。该方法还包括响应于确定治疗类型指示特定治疗类型，以特定治疗类型为呼叫提供服务。特定处理类型包括将呼叫路由到与呼叫中心相关联的目的地。

5. 发明授权

US08325884B2 Method, system and software for implementing an automated call routing application in a speech enabled call center environment 有权
标题翻译：用于在启用语音的呼叫中心环境中实现自动呼叫路由应用的方法，系统和软件
公开(公告)号：US08325884B2
公开(公告)日：2012-12-04
申请号：US12621362
申请日：2009-11-18
申请人： Robert R. Bushey , Benjamin A. Knott , Marc Goldstein , Sarah Korth
发明人： Robert R. Bushey , Benjamin A. Knott , Marc Goldstein , Sarah Korth
IPC分类号： H04M1/64
CPC分类号： H04M3/493 , H04M3/5166 , H04M2203/2011
摘要： A system, method and software for implementing an automated call routing application in a speech enabled call center environment are provided. In operation, the invention provides for the identification of a call center transaction selection from a natural language user utterance and the invocation of one or more scripts operable to route the user to a call center service agent configured to service the selected transaction. In the event a transaction selection cannot be readily identified or can only be partially identified, the invention provides for the initiation of a dialog module or script directed to eliciting a discernable transaction selection and/or the presentation of one or more menus from which the user may select an available call center transaction.
摘要翻译：提供了一种用于在支持语音的呼叫中心环境中实现自动呼叫路由应用的系统，方法和软件。在操作中，本发明提供从自然语言用户话语中识别呼叫中心交易选择，以及调用一个或多个可操作以将用户路由到被配置为服务所选择的交易的呼叫中心服务代理的脚本。在事务选择不能容易地被识别或者仅能够被部分地识别的情况下，本发明提供了一个对话模块或脚本的启动，该对话模块或脚本旨在引导可识别的事务选择和/或呈现一个或多个菜单，用户可以选择一个可用的呼叫中心交易。

6. 发明授权

US08295469B2 System and method of determining call treatment of repeat calls 有权
标题翻译：确定重复呼叫呼叫处理的系统和方法
公开(公告)号：US08295469B2
公开(公告)日：2012-10-23
申请号：US12616248
申请日：2009-11-11
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： H04M3/06 , H04L12/66 , G08B3/00
CPC分类号： H04M3/5235 , G06Q20/10 , G06Q20/40 , H04M3/5232 , H04M2203/551
摘要： A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call. The method also includes determining whether the repeat call is to receive a first treatment type. The method further includes servicing the repeat call with the first treatment type when the repeat call is determined to receive the first treatment type. The method includes servicing the repeat call with a second treatment type when the repeat call is determined to not receive the first treatment type. The second treatment type includes providing access to a self-service automated system.
摘要翻译：公开了一种处理在呼叫中心接收的呼叫的方法和系统。该方法包括确定呼叫是重复呼叫。该方法还包括确定重复呼叫是否要接收第一治疗类型。该方法还包括当重复呼叫被确定为接收第一处理类型时，以第一处理类型来服务重复呼叫。该方法包括当重复呼叫被确定为不接收第一种治疗类型时，以第二种治疗类型服务重复呼叫。第二种处理类型包括提供对自助服务自动化系统的访问。

7. 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。

8. 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。

9. 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。

10. 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。

你已经成功收藏专利！

检索式保存成功!

IPRDB

热门服务

关于我们

友情链接

联系方式