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1. 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。

2. 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。

3. 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。

4. 发明授权

US08571203B2 System and method for providing customer activities while in queue 失效
标题翻译：在队列中提供客户活动的系统和方法
公开(公告)号：US08571203B2
公开(公告)日：2013-10-29
申请号：US13542823
申请日：2012-07-06
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。

5. 发明授权

US07131117B2 Method and system for automating the analysis of word frequencies 有权
标题翻译：用于自动分析字频的方法和系统
公开(公告)号：US07131117B2
公开(公告)日：2006-10-31
申请号：US10234398
申请日：2002-09-04
申请人： Scott H. Mills , Kurt M. Joseph , Robert R. Bushey , John M. Martin , Benjamin A. Knott , Theodore B. Pasquale
发明人： Scott H. Mills , Kurt M. Joseph , Robert R. Bushey , John M. Martin , Benjamin A. Knott , Theodore B. Pasquale
IPC分类号： G06F9/44 , G06F15/00 , G06F17/21
CPC分类号： G06F17/2795
摘要： A method and system for automating the analysis of word frequencies includes a frequency system automatically analyzing a plurality of statements, a count engine, and a cluster engine. The count engine allows for the counting of unique words in the statements and the determination of a frequency of occurrence for each unique word. The frequency system further includes a phrase file allowing for the count engine to specify groups of words as single unique words and a synonym file allowing for the count engine to group one or more words together in synonym groups to be specified as single unique words. The cluster engine locates a plurality of clusters in the statements and determines a cluster frequency of occurrence for each of the clusters. The automated analysis of the statements allows for cost savings, more efficient use of time, and more reliable and consistent word frequency results.
摘要翻译：用于自动分析字频率的方法和系统包括频率系统自动分析多个语句，计数引擎和集群引擎。计数引擎允许对语句中的唯一字进行计数，并确定每个唯一字的出现频率。频率系统还包括一个短语文件，允许计数引擎将单词组指定为单独的唯一单词，同时允许计数引擎将一个或多个单词组合在同义词组中，以被指定为单独的唯一单词。集群引擎在语句中定位多个集群，并确定每个集群的集群发生频率。语句的自动化分析可以节省成本，更有效地利用时间，更可靠和一致的字频率结果。

6. 发明授权

US08625773B2 System and method for analyzing automatic speech recognition performance data 有权
标题翻译：用于分析自动语音识别性能数据的系统和方法
公开(公告)号：US08625773B2
公开(公告)日：2014-01-07
申请号：US12106753
申请日：2008-04-21
申请人： Scott H. Mills , John M. Martin
发明人： Scott H. Mills , John M. Martin
IPC分类号： H04M3/00 , G10L11/00
CPC分类号： G10L15/01
摘要： In a disclosed method for interpreting automatic speech recognition (ASR) performance data, a data processing system may receive user input that selects a log file to be processed. The log file may contain log records produced by an ASR system as a result of verbal interaction between an individual and the ASR system. In response to receiving the user input, the data processing system may automatically interpret data in the log records and generate interpretation results. The interpretation results may include a duration for a system prompt communicated to the individual by the ASR system, a user response to the system prompt, and a duration for the user response. The user response may include a textual representation of a verbal response from the individual, obtained through ASR. The interpretation results may also include an overall duration for the telephone call.
摘要翻译：在公开的用于解释自动语音识别（ASR）性能数据的方法中，数据处理系统可以接收选择要处理的日志文件的用户输入。日志文件可能包含ASR系统产生的日志记录，这是由个人与ASR系统之间的口头交互造成的。响应于接收到用户输入，数据处理系统可以自动解释日志记录中的数据并产生解释结果。解释结果可以包括由ASR系统传达给个人的系统提示的持续时间，用户对系统提示的响应以及用户响应的持续时间。用户响应可以包括通过ASR获得的来自个体的口头响应的文本表示。解释结果还可以包括电话的整体持续时间。

7. 发明授权

US07551723B2 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：US07551723B2
公开(公告)日：2009-06-23
申请号：US11005685
申请日：2004-12-07
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： H04M1/24
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。

8. 发明申请

US20120269339A1 System and Method for Providing Customer Activities While in Queue 失效
标题翻译：在队列中提供客户活动的系统和方法
公开(公告)号：US20120269339A1
公开(公告)日：2012-10-25
申请号：US13542823
申请日：2012-07-06
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
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所选客户活动进行交互。

9. 发明授权

US08229102B2 System and method for providing customer activities while in queue 有权
标题翻译：在队列中提供客户活动的系统和方法
公开(公告)号：US08229102B2
公开(公告)日：2012-07-24
申请号：US12177011
申请日：2008-07-21
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所选客户活动进行交互。

10. 发明授权

US08131524B2 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：US08131524B2
公开(公告)日：2012-03-06
申请号：US12127403
申请日：2008-05-27
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： G06G7/48
CPC分类号： G10L15/1822 , G06F8/20 , G06Q10/10 , H04M15/00
摘要： An interface is provided by creating prompts for the interface. The prompts represent tasks to be accomplished by a user and are obtained based on user input. The prompts are grouped according to relationships, obtained from the user input, among the tasks. The interface is updated based on user feedback. Each of the prompts is designated using user terminology obtained from the user input.
摘要翻译：通过为接口创建提示来提供接口。提示表示用户要完成的任务，并根据用户输入获得。这些提示根据从用户输入获得的关系在任务之间进行分组。界面根据用户反馈进行更新。使用从用户输入获得的用户术语指定每个提示。

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