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1. 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。

2. 发明申请

US20070233495A1 Partially automated technology for converting a graphical interface to a speech-enabled interface 审中-公开
标题翻译：用于将图形界面转换为支持语音的界面的部分自动化技术
公开(公告)号：US20070233495A1
公开(公告)日：2007-10-04
申请号：US11391825
申请日：2006-03-29
申请人： Ciprian Agapi , Felipe Gomez , Kevin Horowitz , James Lewis , Baiju Mandalia , Brent Metz , David Reich
发明人： Ciprian Agapi , Felipe Gomez , Kevin Horowitz , James Lewis , Baiju Mandalia , Brent Metz , David Reich
IPC分类号： G10L21/00
CPC分类号： G10L2015/228
摘要： A method for constructing speech elements within an interface can include a step of identifying a visual interface having multiple visual elements. Visual selectors can be presented proximate each of the visual elements. The visual selectors can permit a user to input a speech control type for the associated visual element. For each presented visual selector, a speech element having a speech control type specified in the visual selector can be automatically generated.
摘要翻译：用于在界面内构建语音元素的方法可以包括识别具有多个视觉元素的视觉界面的步骤。视觉选择器可以呈现在每个视觉元素附近。视觉选择器可以允许用户输入相关视觉元素的语音控制类型。对于每个呈现的可视选择器，可以自动生成具有在视觉选择器中指定的语音控制类型的语音元素。

3. 发明申请

US20050071164A1 Autonomous systems and network management using speech 有权
标题翻译：自主系统和网络管理使用语音
公开(公告)号：US20050071164A1
公开(公告)日：2005-03-31
申请号：US10677891
申请日：2003-09-30
申请人： Baiju Mandalia , Pradeep Mansey
发明人： Baiju Mandalia , Pradeep Mansey
IPC分类号： G10L11/00 , G10L15/26
CPC分类号： G10L2015/228
摘要： A method of managing systems in a managed network can include storing configuration information corresponding to at least one managed system and automatically generating a grammar and a speech dialog for each managed system using the configuration information. User speech selecting a managed system can be received over a telephone call. The user speech can be recognized to identify the selected managed system. A grammar and speech dialog for the selected managed system can be loaded. Accordingly, the user can interact with one or more managed systems using the speech dialog. The user speech can be processed using the grammar.
摘要翻译：管理受管网络中的系统的方法可以包括存储与至少一个被管理系统相对应的配置信息，并且使用配置信息自动生成每个被管理系统的语法和语音对话。可以通过电话接收用户选择被管理系统的语音。可以识别用户语音以识别所选择的被管理系统。可以加载所选托管系统的语法和语音对话框。因此，用户可以使用语音对话与一个或多个被管理系统进行交互。可以使用语法来处理用户语音。

4. 发明申请

US20060129406A1 Method and system for sharing speech processing resources over a communication network 有权
标题翻译：通过通信网络共享语音处理资源的方法和系统
公开(公告)号：US20060129406A1
公开(公告)日：2006-06-15
申请号：US11007985
申请日：2004-12-09
申请人： Baiju Mandalia , Pradeep Mansey
发明人： Baiju Mandalia , Pradeep Mansey
IPC分类号： G10L21/00
CPC分类号： G10L15/30 , G10L13/00
摘要： A method and system (40) for sharing speech processing resources (54) over a (communication network (21) for handling multiple client types (100, 101, etc.) and multiple media protocol types. The system can include a router (400) coupled to the communication network, a speech response system (500) coupled to the router, and a server (600) coupled to the speech response system and the router. The server can include at least one processor programmed to determine a media protocol and a client type of a client used for speech communication with the server, adapt at least one among encoding or decoding for the speech communication based on the media protocol and the client type, and dynamically and adaptively configure of the speech processing resources based on the media protocol and the client type.
摘要翻译：一种用于在通信网络（21）上共享用于处理多种客户端类型（100,101等）和多种媒体协议类型的语音处理资源（54）的方法和系统（40），该系统可以包括路由器（400 ）耦合到所述通信网络，耦合到所述路由器的语音响应系统（500）以及耦合到所述语音响应系统和所述路由器的服务器（600）。所述服务器可以包括至少一个处理器，其被编程以确定媒体协议和用于与服务器的语音通信的客户端类型，基于媒体协议和客户端类型来适应用于语音通信的编码或解码中的至少一个，并且基于媒体动态地和适应地配置语音处理资源协议和客户端类型。

5. 发明申请

US20050138391A1 Biometric multimodal centralized authentication service 有权
标题翻译：生物特征多模式集中式认证服务
公开(公告)号：US20050138391A1
公开(公告)日：2005-06-23
申请号：US10741732
申请日：2003-12-19
申请人： Baiju Mandalia , Pradeep Mansey
发明人： Baiju Mandalia , Pradeep Mansey
IPC分类号： H04L9/00 , H04L29/06
CPC分类号： H04L63/0861
摘要： A central system in communication with the one or more applications is configured for storing an identifying information of a user. The identifying information includes a biometric identifying data. The central system is further configured for prompting the user for a confirmatory biometric data when the user accesses any of the one or more voice applications connected to the central system. The system compares the confirmatory biometric data with the biometric identifying data. The system authenticates the user if the confirmatory biometric data matches a portion of the biometric identifying data.
摘要翻译：与一个或多个应用通信的中央系统被配置为存储用户的识别信息。识别信息包括生物识别数据。中央系统还被配置为当用户访问连接到中央系统的一个或多个语音应用中的任何一个时，提示用户确认生物特征数据。该系统将验证生物特征数据与生物识别数据进行比较。如果验证生物特征数据与生物特征识别数据的一部分匹配，则系统对用户进行认证。

6. 发明申请

US20070136436A1 Selective view synchronization for composite services delivery 失效
标题翻译：组合服务交付的选择性视图同步
公开(公告)号：US20070136436A1
公开(公告)日：2007-06-14
申请号：US11297496
申请日：2005-12-08
申请人： William Palma , Baiju Mandalia , Victor Moore , Wendi Nusbickel
发明人： William Palma , Baiju Mandalia , Victor Moore , Wendi Nusbickel
IPC分类号： G06F15/16
CPC分类号： H04L65/1063 , H04L63/102 , H04L65/1016 , H04L65/4015 , H04L67/14 , H04L67/148
摘要： Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. In one embodiment, a method for selectively synchronizing content across different views of a composite service can be provided. The method can include establishing for a common session, multiple channels of access to a composite service and providing content to a view for one of the channels of access for synchronization across others of the channels of access to the common session. A set of user preferences can be consulted to determine whether synchronization of the content is permitted for individual ones of the channels of access to the common session. Subsequently, the content can be synchronized only to channels of access to the common session that are permitted by the set of user preferences.
摘要翻译：本发明的实施例提供了一种用于在NGN网络中部署和传送复合服务的方法，系统和计算机程序产品。在一个实施例中，可以提供用于选择性地同步复合服务的不同视图上的内容的方法。该方法可以包括建立公共会话，对组合服务的多个通道的访问，以及向访问通道中的一个的视图提供内容，用于同时跨越公共会话的访问通道的其他通道。可以参考一组用户偏好以确定是否允许对公共会话访问的各个通道的个体的同步。随后，内容可以仅被同步到用户偏好组允许的公共会话的访问通道。

7. 发明申请

US20070133769A1 Voice navigation of a visual view for a session in a composite services enablement environment 审中-公开
标题翻译：在复合服务启用环境中的会话的视觉视图的语音导航
公开(公告)号：US20070133769A1
公开(公告)日：2007-06-14
申请号：US11297601
申请日：2005-12-08
申请人： William Da Palma , Baiju Mandalia , Victor Moore , Wendi Nusbickel
发明人： William Da Palma , Baiju Mandalia , Victor Moore , Wendi Nusbickel
IPC分类号： H04M1/56 , B60R25/10 , H04M15/06
CPC分类号： H04M15/06
摘要： Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. In one embodiment, a method for voice navigating a visual view in a composite services enablement environment can include establishing for a single session, each of a voice channel of access to the single session, and a visual channel of access to the single session. The method also can include rendering a visual view for the visual channel of access and rendering a voice view for the voice channel of access. In operation, a voice navigation command can be accepted in the voice channel of access. As such, the visual view can be navigated responsive to the voice navigation command.
摘要翻译：本发明的实施例提供了一种用于在NGN网络中部署和传送复合服务的方法，系统和计算机程序产品。在一个实施例中，用于在复合服务启用环境中导航视觉视图的语音的方法可以包括为单个会话建立对单个会话的访问的语音信道以及对单个会话的可访问的视频信道。该方法还可以包括呈现用于视觉通道的视觉视图，并呈现语音通道的语音视图。在操作中，可以在语音通道中接受语音导航命令。因此，可以响应于语音导航命令导航视觉视图。

8. 发明申请

US20070133510A1 Managing concurrent data updates in a composite services delivery system 失效
标题翻译：在复合服务交付系统中管理并发数据更新
公开(公告)号：US20070133510A1
公开(公告)日：2007-06-14
申请号：US11297211
申请日：2005-12-08
申请人： William Da Palma , Baiju Mandalia , Victor Moore , Wendi Nusbickel
发明人： William Da Palma , Baiju Mandalia , Victor Moore , Wendi Nusbickel
IPC分类号： H04L12/66
CPC分类号： H04L65/4038 , H04L65/1016 , H04L69/14
摘要： Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. A collision detection and resolution method for updating a model in a composite services enablement environment can include establishing for a single session having a corresponding model, multiple channels of communication for different corresponding channels of access to a service. The method further can include synchronizing updates to the model by individual ones of the channels of access to the services for each of the channels of access to the services. The method yet further can include detecting collisions in synchronizing the updates to the model. Finally, the method can include rejecting the updates to the model when collisions are detected.
摘要翻译：本发明的实施例提供了一种用于在NGN网络中部署和传送复合服务的方法，系统和计算机程序产品。用于更新复合服务启用环境中的模型的冲突检测和解决方法可以包括为具有相应模型的单个会话建立用于不同对应的访问服务通道的多个通信。该方法还可以包括通过访问服务的每个信道的对服务的各个信道的个体信道来同步到模型的更新。该方法还可以包括在将更新同步到模型时检测冲突。最后，该方法可以包括在检测到冲突时拒绝对模型的更新。

9. 发明申请

US20070226246A1 Determining and storing at least one results set in a global ontology database for future use by an entity that subscribes to the global ontology database 有权
标题翻译：确定并存储全局本体数据库中的至少一个结果集，以备将来由订阅全局本体数据库的实体使用
公开(公告)号：US20070226246A1
公开(公告)日：2007-09-27
申请号：US11390398
申请日：2006-03-27
申请人： Vijay Dheap , Baiju Mandalia
发明人： Vijay Dheap , Baiju Mandalia
IPC分类号： G06F7/00
CPC分类号： G06F17/30914 , G06F17/30371 , G06F17/30734 , G06F17/30917
摘要： Determining and storing at least one validated results set in a global ontology database for future use by an entity that subscribes to the global ontology database. If global ontology data is stored in a global ontology database, attempt to determine a mapping between first and second ontologies. If a mapping between the first and second ontologies can be determined from the global ontology data, the mapping is validated and the validated mapping is defined as a validated results set. If global ontology data is not stored in a global ontology database or a mapping between the first and second ontologies can not be determined from global ontology data stored in the global ontology database, the first and second ontologies are unified by determining a mapping between the first and second ontologies, the mapping is validated and the validated mapping is defined as a validated results set. The validated results set is stored in the global ontology database for future use by an entity that subscribes to the global ontology database.
摘要翻译：确定并存储全球本体数据库中至少一个经过验证的结果集，以备将来由订阅全局本体数据库的实体使用。如果全局本体数据存储在全局本体数据库中，则尝试确定第一和第二本体之间的映射。如果可以从全局本体数据确定第一和第二本体之间的映射，则验证映射并将验证的映射定义为经验证的结果集。如果全局本体数据未被存储在全局本体数据库中，或者不能从存储在全局本体数据库中的全局本体数据确定第一和第二本体之间的映射，则通过确定第一和第二本体之间的映射来统一第一和第二本体和第二本体，验证映射，并将验证的映射定义为验证结果集。经验证的结果集存储在全局本体数据库中，以备将来由订阅全局本体数据库的实体使用。

10. 发明申请

US20070136449A1 Update notification for peer views in a composite services delivery environment 审中-公开
标题翻译：在复合服务交付环境中更新对等体视图的通知
公开(公告)号：US20070136449A1
公开(公告)日：2007-06-14
申请号：US11297693
申请日：2005-12-08
申请人： William Da Palma , Baiju Mandalia , Victor Moore , Wendi Nusbickel
发明人： William Da Palma , Baiju Mandalia , Victor Moore , Wendi Nusbickel
IPC分类号： G06F15/173
CPC分类号： H04L67/104 , H04L65/1063 , H04L65/1069 , H04L65/4015 , H04L67/1068 , H04L67/14 , H04L67/148 , H04L67/16
摘要： Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. In one embodiment of the invention, an update notification method for peer views in a composite services enablement environment can include establishing multiple channels of access for a common session to a composite service and synchronizing updates to a model for the common session in each view for the channels of access. Importantly, the method can include detecting an impending update to the model in a view for one of the channels of access and providing a notification of the impending update to the model to others of the channels of access. For instance, detecting an impending update to the model in a view for one of the channels of access can include detecting a selection of a user interface element or editing of a field in the view for the one of the channels.
摘要翻译：本发明的实施例提供了一种用于在NGN网络中部署和传送复合服务的方法，系统和计算机程序产品。在本发明的一个实施例中，用于复合服务启用环境中的对等视图的更新通知方法可以包括为复合服务的公共会话建立多个访问信道，并将更新同步到每个视图中的公共会话的模型，以供访问渠道。重要的是，该方法可以包括在用于访问通道中的一个的视图中检测对模型的即将更新，并且向模型的其他通道提供对该模型的即将更新的通知。例如，检测对于访问通道中的一个的视图中对模型的即将更新可以包括检测用户界面元素的选择或对该通道中的一个的视图中的字段的编辑。

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