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    • 2. 发明授权
    • Interactive voice response system with prioritized call monitoring
    • 具有优先呼叫监控功能的交互式语音应答系统
    • US08085927B2
    • 2011-12-27
    • US12240905
    • 2008-09-29
    • George William ErhartValentine C. MatulaDavid Joseph SkibaGlen A. Taylor
    • George William ErhartValentine C. MatulaDavid Joseph SkibaGlen A. Taylor
    • H04M3/00
    • H04M3/42221H04M3/2281H04M3/493H04M3/5166H04M2201/40
    • The present invention enables service agents in a call center to monitor portions of calls that are especially error-prone (e.g., automated speech recognition of an address, etc.), while portions of calls that are not error-prone occur without any human monitoring. An interactive voice response (IVR) system script (e.g., a VXML script, etc.) is divided into a plurality of independent dialog sequences, each of which is assigned a human-monitoring requirement that indicates whether (and optionally, to what degree) the dialog sequence requires monitoring by a service agent. In addition, instances of the dialog sequences in calls are prioritized based on an indication of caller intelligibility during (i) prior dialog sequences in the current call, and (ii) prior calls involving the same caller and/or the same contact identifier (e.g., telephone number, email address, Internet Protocol address, etc.).
    • 本发明使得呼叫中心中的服务代理能够监视特别容易出错的呼叫的部分(例如,地址的自动语音识别等),而不易发生的呼叫的部分在没有人类监视的情况下发生 。 交互式语音响应(IVR)系统脚本(例如,VXML脚本等)被划分为多个独立的对话序列,每个独立的对话序列被分配人类监视要求,其指示是否(并且可选地,在多大程度上) 对话序列需要由服务代理进行监视。 另外,呼叫中的对话序列的实例基于在(i)当前呼叫中的先前对话序列期间的呼叫者可懂度的指示,以及(ii)涉及相同呼叫者的先前呼叫和/或相同联系人标识符(例如, ,电话号码,电子邮件地址,互联网协议地址等)。
    • 5. 发明授权
    • Interactive voice response system with partial human monitoring
    • 具有部分人体监控功能的交互式语音应答系统
    • US07471786B2
    • 2008-12-30
    • US11107673
    • 2005-04-15
    • George William ErhartValentine C. MatulaDavid Joseph SkibaGlen A. Taylor
    • George William ErhartValentine C. MatulaDavid Joseph SkibaGlen A. Taylor
    • H04M3/523
    • H04M3/42221H04M3/493H04M3/5166H04M2201/40
    • The present invention enables service agents in a call center to monitor portions of calls that are especially error-prone (e.g., automated speech recognition of an address, etc.), while portions of calls that are not error-prone occur without any human monitoring. An interactive voice response (IVR) system script (e.g., a VXML script, etc.) is divided into a plurality of independent dialog sequences, each of which is assigned a human-monitoring requirement that indicates whether (and optionally, to what degree) the dialog sequence requires monitoring by a service agent. In the first illustrative embodiment, a partial ordering enables some dialog sequences to appear in a different order in that of the IVR script when it is advantageous to do so. In the second illustrative embodiment, each dialog sequence that requires human monitoring is recorded and packaged into an agent-review task that is subsequently sent to an available service agent for review.
    • 本发明使得呼叫中心中的服务代理能够监视特别容易出错的呼叫的部分(例如,地址的自动语音识别等),而不易发生的呼叫的部分在没有人类监视的情况下发生 。 交互式语音响应(IVR)系统脚本(例如,VXML脚本等)被划分为多个独立的对话序列,每个独立的对话序列被分配人类监视要求,其指示是否(并且可选地,在多大程度上) 对话序列需要由服务代理进行监视。 在第一示例性实施例中,当有利的时候,部分排序使得一些对话序列以与IVR脚本不同的顺序出现。 在第二说明性实施例中,要求人类监视的每个对话序列被记录并打包成代理审查任务,随后将其发送到可用的服务代理以供审查。
    • 6. 发明授权
    • Method and apparatus for spot welding
    • 点焊方法及装置
    • US5541382A
    • 1996-07-30
    • US248274
    • 1994-05-25
    • Glen A. TaylorSamuel E. Arrington, Jr.
    • Glen A. TaylorSamuel E. Arrington, Jr.
    • B23K11/12B23K11/31
    • B23K11/31B23K11/12
    • A spot welding apparatus adapted particularly for joining aluminum workpieces utilizes a twisting or vibrating motion to break up oxides on the workpiece surface for improved welding and increased welding tip life. In one embodiment, a vibration inducing device is fixed to the electrode holder of a spot welding apparatus for vibrating the electrode tip during welding. In another embodiment, a camming mechanism rotates the electrode tip of the spot welding head in response to the spot welding head contacting the workpiece surface. The electrode tip rotates or twists in a limited arc after the tip contacts the workpiece to break up oxides on the workpiece surface. The electrode tip, upon removal from the workpiece surface, reverses its rotation for subsequent spot welding and to minimize the possibility of the electrode sticking to the workpiece.
    • 特别适用于连接铝工件的点焊装置利用扭转或振动运动来分解工件表面上的氧化物,以改善焊接并提高焊接寿命。 在一个实施例中,将振动诱发装置固定在点焊设备的电极座上,用于在焊接过程中使电极尖端振动。 在另一个实施例中,凸轮机构响应于点焊头接触工件表面而使点焊头的电极末端旋转。 在尖端与工件接触之后,电极尖端在有限的电弧中旋转或扭转,以破坏工件表面上的氧化物。 电极尖端在从工件表面移除时反转其旋转以便随后的点焊,并使电极粘附到工件的可能性最小化。
    • 9. 发明申请
    • Interactive Voice Response System With Prioritized Call Monitoring
    • 具有优先呼叫监控功能的交互式语音应答系统
    • US20090041212A1
    • 2009-02-12
    • US12240905
    • 2008-09-29
    • George William ErhartValentine C. MatulaDavid Joseph SkibaGlen A. Taylor
    • George William ErhartValentine C. MatulaDavid Joseph SkibaGlen A. Taylor
    • H04M3/00H04M11/00
    • H04M3/42221H04M3/2281H04M3/493H04M3/5166H04M2201/40
    • The present invention enables service agents in a call center to monitor portions of calls that are especially error-prone (e.g., automated speech recognition of an address, etc.), while portions of calls that are not error-prone occur without any human monitoring. An interactive voice response (IVR) system script (e.g., a VXML script, etc.) is divided into a plurality of independent dialog sequences, each of which is assigned a human-monitoring requirement that indicates whether (and optionally, to what degree) the dialog sequence requires monitoring by a service agent. In addition, instances of the dialog sequences in calls are prioritized based on an indication of caller intelligibility during (i) prior dialog sequences in the current call, and (ii) prior calls involving the same caller and/or the same contact identifier (e.g., telephone number, email address, Internet Protocol address, etc.).
    • 本发明使得呼叫中心中的服务代理能够监视特别容易出错的呼叫的部分(例如,地址的自动语音识别等),而不易发生的呼叫的部分在没有人类监视的情况下发生 。 交互式语音响应(IVR)系统脚本(例如,VXML脚本等)被划分为多个独立的对话序列,每个独立的对话序列被分配人类监视要求,其指示是否(并且可选地,在多大程度上) 对话序列需要由服务代理进行监视。 另外,呼叫中的对话序列的实例基于在(i)当前呼叫中的先前对话序列期间的呼叫者可懂度的指示,以及(ii)涉及相同呼叫者的先前呼叫和/或相同联系人标识符(例如, ,电话号码,电子邮件地址,互联网协议地址等)。
    • 10. 发明授权
    • Caller identification verification system
    • 来电识别验证系统
    • US06542583B1
    • 2003-04-01
    • US08812470
    • 1997-03-06
    • Glen A. Taylor
    • Glen A. Taylor
    • H04M164
    • H04M1/66H04M1/642H04M3/382H04M2201/40
    • A process, apparatus and system are disclosed for verifying the authenticity of a user before providing the user with a desired service. The process involves first receiving a request from the user. Next, a question set is fetched corresponding to the user. The question set concerns information of a private nature that someone with rightful access to the desired services should know. The question set has at least one question and a possible answer or list of possible answers corresponding to the question. The question is then transmitted to the user along with the possible answer(s). After receiving a response from the user, a record is made whether the response correctly identified the possible answer as being correct or not. Finally, after the number of questions transmitted to the user reaches a predetermined number, a determination is made whether the number of incorrect responses exceeds a certain limit. If the number of incorrect responses exceeds the certain limit, then the user is refused the desired service. Otherwise, the user is provided with the desired service.
    • 公开了一种用于在向用户提供期望的服务之前验证用户的真实性的过程,装置和系统。 该过程包括首先从用户接收请求。 接下来,对应于用户取出一个问题集。 这个问题集涉及私人性质的信息,那些具有合法访问所需服务的人应该知道。 问题集至少有一个问题,可能的答案或可能的答案对应于问题的列表。 然后将问题与可能的答案一起发送给用户。 在接收到用户的响应后,记录是否正确地识别出可能的答案是否正确。 最后,在发送给用户的问题数量达到预定数量之后,确定错误响应的数量是否超过一定限度。 如果不正确的响应数超过了某个限制,则用户被拒绝所需的服务。 否则,向用户提供所需的服务。