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1. 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。

2. 发明授权

US07870593B2 DSL video service with storage 有权
标题翻译： DSL视频服务与存储
公开(公告)号：US07870593B2
公开(公告)日：2011-01-11
申请号：US10313930
申请日：2002-12-05
申请人： Bruce E. Stuckman , Michael Grannan , Robert R. Bushey , Russell W. White , Benjamin A. Knott , David Patron
发明人： Bruce E. Stuckman , Michael Grannan , Robert R. Bushey , Russell W. White , Benjamin A. Knott , David Patron
IPC分类号： H04N5/445 , H04N7/173 , H04N7/16
CPC分类号： H04N21/4435 , H04N5/782 , H04N7/17318 , H04N21/2181 , H04N21/26283 , H04N21/278 , H04N21/4147 , H04N21/4334 , H04N21/4335 , H04N21/44222 , H04N21/4424 , H04N21/466 , H04N21/47214 , H04N21/4755 , H04N21/4828 , H04N21/4882 , H04N21/6125 , H04N21/6377 , H04N21/658 , H04N21/6581 , H04N21/6587 , H04N21/812 , H04N21/8456 , H04N21/8549
摘要： A list of video programs downloadable via a digital subscriber line, including a presently-unavailable video program and its associated date of download availability, is presented to a user. A user selection of the video program is received. Based on the user selection, an entry is added to a download schedule to schedule downloading the video program on or after its associated date of download availability. The video program is downloaded via the digital subscriber line based on the download schedule.
摘要翻译：向用户呈现可通过数字用户线路下载的视频节目列表，其中包括当前不可用的视频节目及其关联的下载可用性日期。接收到视频节目的用户选择。基于用户选择，将一个条目添加到下载计划中，以在其相关联的下载可用性日期之后或之后安排下载该视频节目。基于下载时间表，通过数字用户线下载视频节目。

3. 发明授权

US07272222B2 System and method for processing complaints 失效
标题翻译：处理投诉的制度和方法
公开(公告)号：US07272222B2
公开(公告)日：2007-09-18
申请号：US10972623
申请日：2004-10-25
申请人： Kurt M. Joseph , Robert R. Bushey , Benjamin A. Knott , John M. Martin
发明人： Kurt M. Joseph , Robert R. Bushey , Benjamin A. Knott , John M. Martin
IPC分类号： H04M3/02
CPC分类号： G06Q30/02 , G06Q10/109 , H04M3/5166
摘要： A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and report the complaint without having to speak with a customer service representative. The complaint module obtains the customer telephone number and retrieves customer account information using the customer telephone number. Using the customer account information, the complaint module extrapolates a type of complaint for the customer complaint and prompts the customer for information regarding the customer complaint and the type of the complaint. The customer provides customer responses to the prompts and the complaint module provides an indication to the customer regarding each customer response. Once the customer complaint has been resolved, the complaint module stores information regarding the slam or cram for reporting requirements and tracking purposes.
摘要翻译：用于自动化客户砰击和挤压投诉的方法和系统包括具有一个或多个接收设备和投诉模块的自动报告系统。想要报告大满贯或者填写的客户访问自动报告系统并报告投诉，而不必与客户服务代表交谈。投诉模块获取客户电话号码，并使用客户电话号码检索客户帐户信息。使用客户帐户信息，投诉模块会推断客户投诉的投诉类型，并提示客户提供有关客户投诉和投诉类型的信息。客户提供客户对提示的响应，投诉模块向客户提供关于每个客户响应的指示。一旦客户投诉得到解决，投诉模块将存储有关用于报告要求和跟踪目的的大满贯或填写的信息。

4. 发明授权

US07249321B2 System and method for selection of a voice user interface dialogue 有权
标题翻译：用于选择语音用户界面对话的系统和方法
公开(公告)号：US07249321B2
公开(公告)日：2007-07-24
申请号：US10659496
申请日：2003-09-10
申请人： Robert R. Bushey , Benjamin A. Knott , Theodore B. Pasquale
发明人： Robert R. Bushey , Benjamin A. Knott , Theodore B. Pasquale
IPC分类号： G06F3/00 , G06F3/16 , H04M3/487 , G06F19/00
CPC分类号： H04M3/493 , G06Q10/06 , G06Q10/10 , H04M2203/355 , Y10S715/978
摘要： A communication system includes a criteria matrix for calculating a dialogue score in response to a request for a dialogue model from a dialogue node within a communication action. The criteria matrix also incorporates a dialogue selection table for selecting an appropriate dialogue type, based on the calculated score.
摘要翻译：通信系统包括用于响应于来自通信动作中的对话节点的对话模型的请求而计算对话分数的标准矩阵。标准矩阵还包括用于基于所计算的分数来选择适当对话类型的对话选择表。

5. 发明授权

US07170992B2 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：US07170992B2
公开(公告)日：2007-01-30
申请号：US10963229
申请日：2004-10-12
申请人： Benjamin A. Knott , Robert R. Bushey
发明人： Benjamin A. Knott , Robert R. Bushey
IPC分类号： H04M3/00 , H04M5/00 , 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。

6. 发明授权

US06842504B2 System and method for the automated analysis of performance data 有权
标题翻译：用于自动分析性能数据的系统和方法
公开(公告)号：US06842504B2
公开(公告)日：2005-01-11
申请号：US10217863
申请日：2002-08-13
申请人： Scott H. Mills , Kurt M. Joseph , Theodore B. Pasquale , Robert R. Bushey , John M. Martin , Benjamin A. Knott
发明人： Scott H. Mills , Kurt M. Joseph , Theodore B. Pasquale , Robert R. Bushey , John M. Martin , Benjamin A. Knott
IPC分类号： G06F9/44 , G06Q10/10 , G09G5/00 , G10L15/18 , H04M1/24 , H04M1/64 , H04M3/00 , H04M3/22 , H04M11/00 , H04M15/00
CPC分类号： G10L15/1822 , G06F8/20 , G06Q10/10 , H04M15/00
摘要： A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.
摘要翻译：用于自动分析性能数据的方法和系统包括分析系统自动分析多个性能数据集，任务引擎和分数引擎。任务引擎允许每个性能数据集与每个性能数据集的分配任务匹配，以及检索每个性能数据集的正确密钥序列。分数引擎将正确的密钥序列与性能数据集的记录密钥序列进行比较，以确定分配的任务是否成功完成。得分引擎进一步计算每个性能数据集的一个或多个响应时间。性能数据的自动化分析可以节省成本，更有效地利用时间，更可靠和一致的性能数据分析结果。

7. 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。

8. 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。

9. 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。

10. 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。

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