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1. 发明授权

US08526577B2 System and method to access content from a speech-enabled automated system 有权
标题翻译：从启用语音的自动系统访问内容的系统和方法
公开(公告)号：US08526577B2
公开(公告)日：2013-09-03
申请号：US11212939
申请日：2005-08-25
申请人： Julie A. Idler , Robert R. Bushey , Benjamin A. Knott
发明人： Julie A. Idler , Robert R. Bushey , Benjamin A. Knott
IPC分类号： H04M1/64
CPC分类号： H04M3/4938
摘要： A method of accessing content at a speech-enabled automated system is disclosed and comprises receiving a verbal input at an interactive voice response system. The interactive voice response system can include one or more table-driven state tables, in which action-objects are embedded. Further, the method can include retrieving content from an information store, wherein the content is associated with the verbal input. The information store is logically external to the interactive voice response system.
摘要翻译：公开了一种在启用语音的自动化系统中访问内容的方法，并且包括在交互式语音响应系统处接收口头输入。交互式语音响应系统可以包括一个或多个表驱动状态表，其中嵌入了动作对象。此外，该方法可以包括从信息存储检索内容，其中内容与语言输入相关联。信息存储在逻辑上是交互式语音应答系统的外部。

2. 发明授权

US08280013B2 System, method and software for a speech-enabled call routing application using an action-object matrix 有权
标题翻译：使用动作对象矩阵的支持语音的呼叫路由应用的系统，方法和软件
公开(公告)号：US08280013B2
公开(公告)日：2012-10-02
申请号：US12173553
申请日：2008-07-15
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： H04M1/64
CPC分类号： H04M3/523 , G10L15/197 , H04M3/42059 , H04M3/42204 , H04M3/527 , H04M7/1215 , H04M7/1255 , H04M2201/40
摘要： A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination.
摘要翻译：公开了一种使用动作对象矩阵促进支持语音的呼叫路由应用的系统，方法和软件。在操作中，可以评估自然语言用户话语以识别指示可用于用户的事务或操作的动作对象矩阵中可用的动作和对象。根据自然语言用户话语的内容，可以实现附加提示和/或消歧对话，以从用户引出可用的动作对象组合选择。在从自然语言用户话语中识别动作对象组合之后，动作对象矩阵可以与查找表协作以识别适当的使用路由目的地。在标识适当的路由目的地之后，用户连接可被路由到服务代理或模块，该服务代理或模块被配置为便于由操作对象组合指示的用户选择的事务。

3. 发明授权

US07751552B2 Intelligently routing customer communications 有权
标题翻译：智能路由客户沟通
公开(公告)号：US07751552B2
公开(公告)日：2010-07-06
申请号：US11311140
申请日：2005-12-20
申请人： Robert R. Bushey , Benjamin A. Knott
发明人： Robert R. Bushey , Benjamin A. Knott
IPC分类号： H04M3/00
CPC分类号： H04M3/5191
摘要： Communications are routed to an agent. An agent model is selected for each of a group of agents, based upon an identified modality of an incoming communication from a requester. An agent is determined corresponding to one of the selected agent models best matched to a requester corresponding to the incoming communication. A communication connection is established between the requester and the best matched agent.
摘要翻译：通信被路由到代理。基于来自请求者的传入通信的所识别的模式，为一组代理中的每一个选择代理模型。对应于与对应于进入通信的请求者最佳匹配的所选择的代理模型之一来确定代理。在请求者和最佳匹配代理之间建立通信连接。

4. 发明申请

US20100063800A1 Method, System and Software for Implementing an Automated Call Routing Application in a Speech Enabled Call Center Environment 有权
标题翻译：在语音启用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：US20100063800A1
公开(公告)日：2010-03-11
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： G10L21/06 , H04M7/00 , G06F17/27
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。

5. 发明申请

US20090074158A1 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：US20090074158A1
公开(公告)日：2009-03-19
申请号：US12326630
申请日：2008-12-02
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。

6. 发明授权

US07418095B2 System and method for providing caller activities while in queue 有权
标题翻译：在队列中提供呼叫者活动的系统和方法
公开(公告)号：US07418095B2
公开(公告)日：2008-08-26
申请号：US10383138
申请日：2003-03-06
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。

7. 发明授权

US07418093B2 Method for evaluating customer call center system designs 有权
标题翻译：客户呼叫中心系统设计评估方法
公开(公告)号：US07418093B2
公开(公告)日：2008-08-26
申请号：US11669067
申请日：2007-01-30
申请人： Benjamin A. Knott , Robert R. Bushey
发明人： Benjamin A. Knott , Robert R. Bushey
IPC分类号： H04M3/523 , G06F11/34
CPC分类号： H04M3/5175 , G06Q10/06395 , H04M3/2227 , H04M3/51 , H04M3/5166 , H04M3/527
摘要： A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a metric that describes the system in monetary terms.
摘要翻译：评估呼叫中心系统设计的方法。一个特定的系统被投入使用，并收集数据以量化各种服务质量因素。每个服务质量因子乘以费用乘数，并添加到代理成本因子中。结果是以货币方式描述系统的度量。

8. 发明授权

US07379537B2 Method and system for automating the creation of customer-centric interfaces 有权
标题翻译：自动创建以客户为中心的接口的方法和系统
公开(公告)号：US07379537B2
公开(公告)日：2008-05-27
申请号：US10217873
申请日：2002-08-13
申请人： Robert R. Bushey , Theodore B. Pasquale , Scott H. Mills , John M. Martin , Benjamin A. Knott , Kurt M. Joseph
发明人： Robert R. Bushey , Theodore B. Pasquale , Scott H. Mills , John M. Martin , Benjamin A. Knott , Kurt M. Joseph
IPC分类号： H04M3/527
CPC分类号： G10L15/1822 , G06F8/20 , G06Q10/10 , H04M15/00
摘要： A method and system for automating the creation of customer-centric interfaces includes a customer-centric interface system automatically creating a customer-centric interface, a collection engine, a customer language engine, a task frequency engine, a customer structure engine, and a customer performance engine. The collection engine collects a plurality of customer intention information. The customer language engine utilizes the customer intention information to create customer-centric menu prompts using the customers own terminology and action specific object words. The task frequency engine determines a frequency of occurrence for the tasks for which the customers contact the customer-centric interface and orders the tasks within the customer-centric interface. The customer structure engine determines how the customers relate the tasks together and groups the tasks according to task relationships. The customer performance engine tests the customer-centric interface and modifies the customer-centric interface for optimal performance.
摘要翻译：用于自动创建以客户为中心的接口的方法和系统包括以客户为中心的接口系统，自动创建以客户为中心的接口，收集引擎，客户语言引擎，任务频率引擎，客户结构引擎和客户性能引擎。收集引擎收集多个客户意图信息。客户语言引擎利用客户意图信息，使用客户自己的术语和动作特定的对象词来创建以客户为中心的菜单提示。任务频率引擎确定客户联系以客户为中心的界面的任务的发生频率，并以客户为中心的界面订购任务。客户结构引擎确定客户如何将任务相互联系在一起，并根据任务关系对任务进行分组。客户绩效引擎测试以客户为中心的界面，修改以客户为中心的界面，以获得最佳性能。

9. 发明授权

US07043435B2 System and method for optimizing prompts for speech-enabled applications 有权
标题翻译：用于优化语音使能应用程序提示的系统和方法
公开(公告)号：US07043435B2
公开(公告)日：2006-05-09
申请号：US10942605
申请日：2004-09-16
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： G10L21/00
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。

10. 发明授权

US08117030B2 System and method for analysis and adjustment of speech-enabled systems 有权
标题翻译：用于分析和调整语音使能系统的系统和方法
公开(公告)号：US08117030B2
公开(公告)日：2012-02-14
申请号：US11531509
申请日：2006-09-13
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： G10L15/06 , G10L11/00 , G10L21/00
CPC分类号： G10L15/063 , G10L2015/0636 , G10L2015/223 , H04M3/5166 , H04M2203/2011
摘要： A method for analyzing and adjusting the performance of a speech-enabled application includes selecting a number of user utterances that were previously received by the speech-enabled application. The speech-enabled application receives such user utterances and associates each user utterance with an action-object based on one or more salient terms in the user utterance that are associated with the action-object. The method further includes associating one of a number of action-objects with each of the selected user utterances. Furthermore, for each action-object, the percentage of the utterances associated with the action-object that include at least one of the salient terms associated with the action-object is determined. If the percentage does not exceed a selected threshold, the method also includes adjusting the one or more salient terms associated with the action-object.
摘要翻译：用于分析和调整支持语音的应用程序的性能的方法包括：选择先前由启用语音的应用程序接收的用户话语数量。基于语音的应用程序接收这样的用户话语，并且基于与动作对象相关联的用户话语中的一个或多个显着项来将每个用户话语与动作对象相关联。该方法还包括将多个动作对象中的一个与所选择的用户话语中的每一个相关联。此外，对于每个动作对象，确定与动作对象相关联的包括与动作对象相关联的至少一个显着项的话语的百分比。如果百分比不超过所选阈值，该方法还包括调整与动作对象相关联的一个或多个显着项。

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