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

US06970821B1 Method of creating scripts by translating agent/customer conversations 有权
标题翻译：通过翻译代理/客户对话来创建脚本的方法
公开(公告)号：US06970821B1
公开(公告)日：2005-11-29
申请号：US09670093
申请日：2000-09-26
申请人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Jared Bluestein , Kenneth Venner , Jim F. Martin , Darryl Hymel , Laird C. Williams
发明人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Jared Bluestein , Kenneth Venner , Jim F. Martin , Darryl Hymel , Laird C. Williams
IPC分类号： G06F17/27 , G06Q30/02 , G10L15/22 , H04M3/51 , G10L21/00 , G10L15/18 , G10L15/26 , H04M1/64
CPC分类号： G06F17/277 , G06F17/2775 , G06F17/2785 , G06Q30/02 , G10L15/22 , H04M3/51 , H04M2201/40 , H04M2203/357
摘要： A method and apparatus are provided for presenting script to be followed by a telemarketer during a threaded conversation with a customer. The method includes the steps of recognizing a word content of a response of the customer to a first portion of the presented script and detecting key words and key words in context of the response. The method further includes the steps of evaluating the detected key words and key words in context to determine an information content, comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting the expected customer response with a closest relative match and following a script associated with the selected expected customer response of the customer as a second portion of the presented script.
摘要翻译：提供一种方法和装置，用于在与客户进行线程对话期间呈现电话推销员遵循的脚本。该方法包括以下步骤：将客户的响应的单词内容识别到所呈现的脚本的第一部分，并在响应的上下文中检测关键词和关键词。该方法还包括以下步骤：在上下文中评估检测到的关键字和关键词以确定信息内容，将评估词的信息内容与多个预期客户响应的信息内容进行比较，并用最接近的相对匹配并且跟随与客户的所选择的预期客户响应相关联的脚本作为所呈现的脚本的第二部分。

2. 发明授权

US07003462B2 Voice filter for normalizing an agent's emotional response 有权
标题翻译：语音过滤器，用于规范代理人的情绪反应
公开(公告)号：US07003462B2
公开(公告)日：2006-02-21
申请号：US10955880
申请日：2004-09-30
申请人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Kenneth Venner , Jared Bluestein , Jim F. Martin , Darryl Hymel , Laird C. Williams
发明人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Kenneth Venner , Jared Bluestein , Jim F. Martin , Darryl Hymel , Laird C. Williams
IPC分类号： G10L21/00
CPC分类号： G10L13/033 , G10L21/00 , G10L2021/0135 , H04M3/51 , H04M2201/40
摘要： A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.
摘要翻译：提供了一种方法和装置，用于基于组织的目标来调整由组织的代理提供并且由组织的人类目标所感知的口头呈现的内容。该方法包括以下步骤：基于检测到的内容和组织目标，检测由代理提供的口头呈现的内容并修改由代理提供的口头表达以产生由人类目标感知的口头呈现。

3. 发明授权

US06804668B1 Natural language agent for monitoring a threaded discussion 有权
标题翻译：自然语言代理监控线程讨论
公开(公告)号：US06804668B1
公开(公告)日：2004-10-12
申请号：US09669983
申请日：2000-09-26
申请人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Kenneth Venner , Jared Bluestein , Jim F. Martin , Darryl Hymel , Laird C. Williams
发明人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Kenneth Venner , Jared Bluestein , Jim F. Martin , Darryl Hymel , Laird C. Williams
IPC分类号： G06F1730
CPC分类号： G06F17/3069 , G06F17/30616 , Y10S707/99936 , Y10S707/99953
摘要： A method and apparatus are provided for identifying textual information for use in a threaded discussion. The method includes the steps of detecting key words and key words in context of the threaded discussion and weighting the detected words based upon an information content and context of each word and upon a time period since each word was last used to produce a weighted information content of the threaded discussion. The method further includes the steps of searching for and locating textual information within a database with an information content related to the weighted information content, comparing the information content of the located textual information with the weighted information content to provide an objective difference value and presenting the located textual information to the discussion where the objective difference value exceeds a threshold value.
摘要翻译：提供了一种用于识别在线程讨论中使用的文本信息的方法和装置。该方法包括以下步骤：在线程讨论的上下文中检测关键词和关键词，并且基于每个单词的信息内容和上下文以及在每个单词最后被用于产生加权信息内容的时间段来加权检测到的单词的线程讨论。该方法还包括以下步骤：利用与加权信息内容相关的信息内容来搜索和定位数据库内的文本信息，将定位的文本信息的信息内容与加权信息内容进行比较，以提供客观差值，并呈现定位的文本信息到客观差值超过阈值的讨论。

4. 发明授权

US06308154B1 Method of natural language communication using a mark-up language 有权
标题翻译：使用标记语言的自然语言交流方法
公开(公告)号：US06308154B1
公开(公告)日：2001-10-23
申请号：US09549057
申请日：2000-04-13
申请人： Laird C. Williams , Anthony Dezonno , Mark J. Power , Kenneth Venner , Jared Bluestein , Jim F. Martin , Darryl Hymel , Craig R. Shambaugh
发明人： Laird C. Williams , Anthony Dezonno , Mark J. Power , Kenneth Venner , Jared Bluestein , Jim F. Martin , Darryl Hymel , Craig R. Shambaugh
IPC分类号： G10L1504
CPC分类号： G10L19/0018
摘要： A method and apparatus are provided for encoding a spoken language. The method includes the steps recognizing a verbal content of the spoken language, measuring an attribute of the recognized verbal content and encoding the recognized and measured verbal content.
摘要翻译：提供了一种用于对口语进行编码的方法和装置。该方法包括识别口头语言的口头内容，测量识别的语言内容的属性并对识别和测量的言语内容进行编码的步骤。

5. 发明授权

US06598021B1 Method of modifying speech to provide a user selectable dialect 有权
标题翻译：修改语音以提供用户可选择方言的方法
公开(公告)号：US06598021B1
公开(公告)日：2003-07-22
申请号：US09615392
申请日：2000-07-13
申请人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Kenneth Venner , Jared Bluestein , James Martin , Darryl Hymel , Laird C. Williams
发明人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Kenneth Venner , Jared Bluestein , James Martin , Darryl Hymel , Laird C. Williams
IPC分类号： G10L2100
CPC分类号： G10L15/005 , G10L2021/0135 , H04M3/51 , H04M2201/40 , H04M2203/2061
摘要： A method and apparatus for adjusting a dialect for an oral presentation provided by an agent of an organization to a human target of the organization through a communications network. The method includes the steps of determining a dialect to be used by the agent for communicating with the target, modifying the dialect of the oral presentation of the agent for communicating with the target based upon the determined dialect and presenting the modified oral presentation to the target.
摘要翻译：一种用于通过通信网络将由组织的代理提供的口头表达的方言调整到组织的人类目标的方法和装置。该方法包括以下步骤：确定代理用于与目标通信的方言，基于所确定的方言修改用于与目标通信的代理的口头呈现的方言，并将修改的口头呈现呈现给目标。

6. 发明授权

US06885744B2 Method of providing background and video patterns 有权
标题翻译：提供背景和视频模式的方法
公开(公告)号：US06885744B2
公开(公告)日：2005-04-26
申请号：US10027197
申请日：2001-12-20
申请人： Jared Bluestein , Anthony Dezonno , Mark J. Power , Kenneth Venner , James F. Martin , Darryl Hymel , Craig R. Shambaugh , Laird C. Williams
发明人： Jared Bluestein , Anthony Dezonno , Mark J. Power , Kenneth Venner , James F. Martin , Darryl Hymel , Craig R. Shambaugh , Laird C. Williams
IPC分类号： H04M3/51 , H04M3/00
CPC分类号： H04M7/003 , H04M3/42042 , H04M3/5166 , H04M3/5191 , H04M2242/22
摘要： A method and apparatus are provided for presenting background sensory information to a call participant through a call connection. The method includes the steps of determining an identity of the call participant from call associated information and presenting the call participant with predetermined background sensory information through the call connection based upon the identity of the caller.
摘要翻译：提供了一种用于通过呼叫连接向呼叫参与者呈现背景感觉信息的方法和装置。该方法包括以下步骤：基于呼叫者的身份，通过呼叫连接从呼叫关联信息确定呼叫参与者的身份并向呼叫参与者呈现预定的背景感觉信息。

7. 发明授权

US07085719B1 Voice filter for normalizing an agents response by altering emotional and word content 有权
标题翻译：语音过滤器，用于通过改变情感和词语内容来规范代理响应
公开(公告)号：US07085719B1
公开(公告)日：2006-08-01
申请号：US09615266
申请日：2000-07-13
申请人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Kenneth Venner , James Martin , Darryl Hymel , Laird C. Williams
发明人： Craig R. Shambaugh , Anthony Dezonno , Mark J. Power , Kenneth Venner , James Martin , Darryl Hymel , Laird C. Williams
IPC分类号： G01L15/04 , H04M3/22
CPC分类号： G10L13/033 , G10L21/00 , G10L2021/0135 , H04M3/51 , H04M2201/40
摘要： A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.
摘要翻译：提供了一种方法和装置，用于基于组织的目标来调整由组织的代理提供并且由组织的人类目标所感知的口头呈现的内容。该方法包括以下步骤：基于检测到的内容和组织目标，检测由代理提供的口头呈现的内容并修改由代理提供的口头表达以产生由人类目标感知的口头呈现。

8. 发明授权

US07133520B1 Dynamic skill-based call routing 有权
标题翻译：动态基于技能的呼叫路由
公开(公告)号：US07133520B1
公开(公告)日：2006-11-07
申请号：US09300676
申请日：1999-04-27
申请人： Robert Doyle , Laird C. Williams , Kenneth W. Fertig , Xuemei Wang , N. Serdar Uckun
发明人： Robert Doyle , Laird C. Williams , Kenneth W. Fertig , Xuemei Wang , N. Serdar Uckun
IPC分类号： H04M5/06
CPC分类号： H04M3/5233 , H04M3/36
摘要： A method and apparatus are provided for assigning agents of an automatic call distributor to incoming calls of a plurality of call types handled by the automatic call distributor. The method includes the steps of determining a target occupancy matrix including a target occupancy for each agent of the agents of the automatic call distributor for each call type of the plurality of call types. The method further includes the steps of processing a call of a first type of the types determined in the target occupancy matrix and assigning the call to an agent of the agents of the automatic call distributor with a largest relative difference between an actual occupancy of calls of the first type handled by the agent and the target occupancy of calls of the first type determined for the agent in the target occupancy matrix.
摘要翻译：提供了一种方法和装置，用于将自动呼叫分配器的代理分配给由自动呼叫分配器处理的多个呼叫类型的呼入。该方法包括以下步骤：为多个呼叫类型的每个呼叫类型确定包括自动呼叫分配器的代理的每个代理的目标占用的目标占用矩阵。该方法还包括以下步骤：处理在目标占用矩阵中确定的类型的第一类型的呼叫，并且将该呼叫分配给自动呼叫分配器的代理的代理，其具有在实际占用呼叫之间的最大相对差由代理处理的第一类型和为目标占用矩阵中的代理确定的第一类型的呼叫的目标占用。

9. 发明授权

US6061347A ACD with packet data based agent interconnect 失效
标题翻译： ACD与基于分组数据的代理互连
公开(公告)号：US6061347A
公开(公告)日：2000-05-09
申请号：US34604
申请日：1998-03-03
申请人： Michael C. Hollatz , Timothy P. Werve , Laird C. Williams
发明人： Michael C. Hollatz , Timothy P. Werve , Laird C. Williams
IPC分类号： H04M3/523 , H04M3/51 , H04M7/00 , H04Q3/64 , H04L12/66
CPC分类号： H04Q3/64 , H04M3/5125 , H04M3/5191 , H04M7/1205 , H04M3/523
摘要： A method and apparatus for providing a voice path between a customer call connection received from a public switched telephone network at a switch of an automatic call distributor and an agent of the automatic call distributor at a remote location from the automatic call distributor and also a data connection between a terminal of the agent and a host of the automatic call distributor. The method includes the steps of setting up a dedicated telephone connection through the public switched telephone network between the automatic call distributor and agent at the remote location and establishing a voice internet protocol communication link between the automatic call distributor and agent through the dedicated connection for exchange of voice information between the customer and agent. The method further includes the step of establishing a data link between a database application of the host and a database application of the terminal of the agent through the dedicated connection.
摘要翻译：一种用于在自动呼叫分配器的交换机处的公共交换电话网络接收的客户呼叫连接和远离自动呼叫分配器的自动呼叫分配器的代理之间提供语音路径的方法和装置，还包括数据代理终端与自动呼叫分配器的主机之间的连接。该方法包括以下步骤：在远程位置的自动呼叫分配器和代理之间通过公共交换电话网建立专用电话连接，并通过专用连接交换自动呼叫分配器和代理之间的语音互联网协议通信链路客户与代理商之间的语音信息。该方法还包括通过专用连接在主机的数据库应用与代理的终端的数据库应用之间建立数据链路的步骤。

10. 发明授权

US06934277B1 Internet web site with audio interconnect and automatic call distributor 失效
标题翻译：具有音频互联网和自动通话分配器的互联网网站
公开(公告)号：US06934277B1
公开(公告)日：2005-08-23
申请号：US09032551
申请日：1998-02-26
申请人： Timothy P. Werve , Laird C. Williams , Michael C. Hollatz
发明人： Timothy P. Werve , Laird C. Williams , Michael C. Hollatz
IPC分类号： H04M3/527 , G06Q20/00 , G06Q40/00 , H04L29/06 , H04M3/51 , H04M7/00 , H04M11/00 , H04Q3/00 , H04Q3/64 , H04L12/66 , H04M3/00
CPC分类号： H04L65/1069 , H04L29/06 , H04L29/06027 , H04M3/51 , H04M7/006 , H04Q3/0062
摘要： An apparatus and method of establishing an audio call path between an Internet user accessing a web site and an agent of the web site is provided. The method includes the steps of proving a web site with a plurality of audio access icons and a plurality of agent groups and associating an agent group of the plurality of agent groups with each audio-access icon of the web site. The method further includes establishing a voice path between the user and an agent of the associated agent group based upon activation of a audio-access icon by the user.
摘要翻译：提供了一种在访问网站的因特网用户和网站的代理之间建立音频呼叫路径的装置和方法。该方法包括以下步骤：使用多个音频访问图标和多个代理组证明网站，并将多个代理组的代理组与网站的每个音频访问图标相关联。该方法还包括基于用户对音频访问图标的激活，在用户与相关联的代理组的代理之间建立语音路径。

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