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1. 发明授权

US06847714B2 Accent-based matching of a communicant with a call-center agent 有权
标题翻译：与呼叫中心代理人进行基于口音的匹配
公开(公告)号：US06847714B2
公开(公告)日：2005-01-25
申请号：US10299421
申请日：2002-11-19
申请人： Sharmistha Sarkar Das , Kenneth R. Hackbarth , Kenneth B. Jensen , Joylee E. Kohler , Valentine C. Matula , Richard A. Windhausen
发明人： Sharmistha Sarkar Das , Kenneth R. Hackbarth , Kenneth B. Jensen , Joylee E. Kohler , Valentine C. Matula , Richard A. Windhausen
IPC分类号： H04M3/523 , H04M7/00
CPC分类号： H04M3/5233 , H04M3/5238 , H04M2203/2061
摘要： The accent of a party to a call is determined from a speech sample of the party and the call is sent for servicing to a call-center agent who has skill in the determined accent, and preferably to an agent who speaks both the determined language and the language of the accent.
摘要翻译：呼叫方的口音是从该方的语音样本确定的，并且该呼叫被发送给服务给具有所确定口音的技术的呼叫中心代理，并且优选地向同时说出确定的语言的代理和口音的语言。

2. 发明授权

US08724796B2 Estimation of expected value for remaining work time for contact center agents 有权
标题翻译：估计联络中心代理人剩余工作时间的预期值
公开(公告)号：US08724796B2
公开(公告)日：2014-05-13
申请号：US10674562
申请日：2003-09-30
申请人： George W. Erhart , Andrew D. Flockhart , Valentine C. Matula , David Skiba
发明人： George W. Erhart , Andrew D. Flockhart , Valentine C. Matula , David Skiba
IPC分类号： H04M3/00
CPC分类号： H04M3/51 , H04M3/5238 , H04M2201/14
摘要： The present invention provides a more accurate estimate as to time for completion of a call by using estimated time durations of separate phases of the call and by determining what phase a call is currently on. An important feature of the present invention is the use of automated speech processing techniques to estimate where the customer and agent are in their conversation and to gauge the rate of progress of the call.
摘要翻译：本发明通过使用呼叫的单独阶段的估计持续时间以及通过确定呼叫当前处于什么阶段来提供关于完成呼叫的时间的更准确的估计。本发明的一个重要特征是使用自动语音处理技术来估计客户和代理人在谈话中的位置以及衡量呼叫进度的速度。

3. 发明申请

US20140081636A1 SYSTEM AND METHOD FOR DYNAMIC ASR BASED ON SOCIAL MEDIA 有权
标题翻译：基于社会媒体的动态ASR系统与方法
公开(公告)号：US20140081636A1
公开(公告)日：2014-03-20
申请号：US13621086
申请日：2012-09-15
申请人： George W. Erhart , Valentine C. Matula , David J. Skiba
发明人： George W. Erhart , Valentine C. Matula , David J. Skiba
IPC分类号： G10L15/06
CPC分类号： G10L15/065 , G06F17/30675 , G06F17/30705 , G06F17/30746 , G06Q30/0281 , G06Q50/01 , G10L15/02 , G10L15/06 , G10L15/063 , G10L15/197 , G10L15/30 , G10L25/51 , G10L2015/0635 , H04L51/32 , H04M3/5166 , H04M3/5191 , H04M2201/40 , H04M2203/40 , H04M2203/655
摘要： System and method to adjust an automatic speech recognition (ASR) engine, the method including: receiving social network information from a social network; data mining the social network information to extract one or more characteristics; inferring a trend from the extracted one or more characteristics; and adjusting the ASR engine based upon the inferred trend. Embodiments of the method may further include: receiving a speech signal from a user; and recognizing the speech signal by use of the adjusted ASR engine. Further embodiments of the method may further include: producing a list of candidate matching words; and ranking the list of candidate matching words by use of the inferred trend.
摘要翻译：调整自动语音识别（ASR）引擎的系统和方法，所述方法包括：从社交网络接收社交网络信息; 数据挖掘社会网络信息提取一个或多个特征; 从提取的一个或多个特征推断出趋势; 并根据推测的趋势调整ASR引擎。该方法的实施例还可以包括：从用户接收语音信号; 并通过使用调整后的ASR引擎识别语音信号。该方法的另外的实施例还可以包括：产生候选匹配词列表; 并通过使用推断的趋势对候选匹配词列表进行排名。

4. 发明申请

US20120303659A1 SOCIAL MEDIA IDENTITY DISCOVERY AND MAPPING 有权
标题翻译：社会媒体身份识别和映射
公开(公告)号：US20120303659A1
公开(公告)日：2012-11-29
申请号：US13479959
申请日：2012-05-24
申请人： George Erhart , Valentine C. Matula , David Skiba
发明人： George Erhart , Valentine C. Matula , David Skiba
IPC分类号： G06F17/30 , G06F15/16
CPC分类号： G06F17/30554 , H04L29/12594 , H04L61/30 , H04L67/22
摘要： A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the private user data are correlated based on events, and a notification of the correlation is sent to an agent or a contact center system. The agent may verify that the identity of a poster has been accurately correlated with a customer record in the database. The agent or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site.
摘要翻译：提供了执行社交媒体身份和发现应用程序和方法的服务器，其扫描社交网站进行通信。当通信被放置在社交网站上时，找到目标内容与内容指示符。内容被记录和评估。如果所识别的内容是上下文有意义的，则别名和私人用户数据基于事件相关，并且相关性的通知被发送到代理或联络中心系统。代理人可以验证海报的身份是否与数据库中的客户记录正确相关。代理人或系统有机会回应通信，尽管社交网站上的海报匿名。

5. 发明申请

US20120218374A1 SYSTEM AND METHOD FOR ASSURING QUALITY REAL-TIME COMMUNICATION EXPERIENCE IN VIRTUAL MACHINE 有权
标题翻译：用于保证虚拟机质量实时通信体验的系统和方法
公开(公告)号：US20120218374A1
公开(公告)日：2012-08-30
申请号：US13351301
申请日：2012-01-17
申请人： Valentine C. Matula , George W. Erhart , David J. Skiba
发明人： Valentine C. Matula , George W. Erhart , David J. Skiba
IPC分类号： H04N7/14
CPC分类号： H04L65/1069 , H04L65/1006 , H04M7/006
摘要： Method to provide SIP session management of a real-time communication to a softphone client in a virtual machine, including: accepting an invitation to join a SIP session; receiving, by a server-based softphone in the SIP session, a real-time communication that is encoded with at least one SIP session aspect; transmitting the real-time communication and the at least one SIP session aspect to a client-based softphone; and using the at least one SIP session aspect for SIP session management.
摘要翻译：提供对虚拟机中的软电话客户端的实时通信的SIP会话管理的方法，包括：接受加入SIP会话的邀请; 通过SIP会话中的基于服务器的软电话接收用至少一个SIP会话方面编码的实时通信; 将所述实时通信和所述至少一个SIP会话方面发送到基于客户端的软电话; 以及将所述至少一个SIP会话方面用于SIP会话管理。

6. 发明申请

US20110125550A1 METHOD FOR DETERMINING CUSTOMER VALUE AND POTENTIAL FROM SOCIAL MEDIA AND OTHER PUBLIC DATA SOURCES 审中-公开
标题翻译：从社会媒体和其他公共数据来源确定客户价值和潜力的方法
公开(公告)号：US20110125550A1
公开(公告)日：2011-05-26
申请号：US12762854
申请日：2010-04-19
申请人： George Erhart , David Skiba , Valentine C. Matula
发明人： George Erhart , David Skiba , Valentine C. Matula
IPC分类号： G06Q10/00 , G06Q99/00 , G10L21/06
CPC分类号： H04M3/5233 , G06Q30/0201 , G06Q30/0204 , G06Q30/0256 , G06Q30/0264 , G06Q30/0269 , G06Q50/01 , G10L15/005 , H04M3/42068 , H04M3/5191 , H04M7/0024 , H04M2203/655 , H04W4/21
摘要： A system can determine the value of a customer that uses social media. An enterprise can provide an identity of a customer, identities of customers, or a profile of one or more customers. The enterprise can also provide one or more criteria in which to base the customer value calculation. The criteria can include the number of friends for a social media site, the number posts the user creates, the number of responses to the user's postings, the tenor of the user's postings, etc. Resources of information, including historic and current activity on social media sites, public resources, and other sources, are examined to provide a score for each criteria. A customer value score may then be generated from the criteria scores. The value score may then be used to modify the interactions of a contact center with the customer.
摘要翻译：系统可以确定使用社交媒体的客户的价值。企业可以提供客户的身份，客户的身份或一个或多个客户的个人资料。企业还可以提供一个或多个基于客户价值计算的标准。标准可以包括社交媒体网站的朋友数量，用户创建的帖子数量，用户发布的回复次数，用户发帖的次序等信息资源，包括社会上的历史和当前活动检查媒体网站，公共资源和其他来源，为每个标准提供分数。然后可以从标准分数生成客户价值分数。然后可以使用价值分数来修改联络中心与客户的互动。

7. 发明申请

US20110103567A1 Customer Service Agent Assisted Social Networks 有权
标题翻译：客户服务代理协助社交网络
公开(公告)号：US20110103567A1
公开(公告)日：2011-05-05
申请号：US12612113
申请日：2009-11-04
申请人： Ramanujan Kashi , Valentine C. Matula
发明人： Ramanujan Kashi , Valentine C. Matula
IPC分类号： H04M3/42
CPC分类号： H04M3/51 , H04M7/0024 , H04M2203/655
摘要： The present invention comprises a method for: (i) receiving information from a caller C1 and indexing the caller C1 into a first group based, at least in part, on the received information, (ii) transmitting to a participant P1, a first message requesting that the participant P1 assist the caller C1 indexed in the first group, (iii) establishing a conference call between the participant P1 and the caller C1 in response to the participant P1 responding to the first message, (iv) transmitting the first message to a participant P2 when the participant P1 does not respond to the first message, (v) establishing a conference call between the participant P2 and the caller C1 in response to the participant P2 responding to the first message, and (vi) connecting the caller C1 with an agent A1 when a response to the first message is not received from the participant P1 and the participant P2.
摘要翻译：本发明包括以下方法：（i）至少部分地基于所接收的信息，从呼叫者C1接收信息并将呼叫者C1索引到第一组中，（ii）向参与者P1发送第一消息请求参与者P1协助在第一组中索引的呼叫者C1，（iii）响应于参与者P1响应于第一消息，在参与者P1和呼叫者C1之间建立会议呼叫，（iv）将第一消息发送到参与者P1不响应于第一消息的参与者P2，（v）响应于参与者P2响应于第一消息而在参与者P2和呼叫者C1之间建立会议呼叫，以及（vi）将呼叫者C1 当没有从参与者P1和参与者P2接收到对第一消息的响应时，使用代理A1。

8. 发明申请

US20110069828A1 Dynamic IVR Dialog based on Analytics Data 有权
标题翻译：基于分析数据的动态IVR对话框
公开(公告)号：US20110069828A1
公开(公告)日：2011-03-24
申请号：US12566466
申请日：2009-09-24
申请人： George William Erhart , Valentine C. Matula , David Joseph Skiba
发明人： George William Erhart , Valentine C. Matula , David Joseph Skiba
IPC分类号： H04M3/00
CPC分类号： H04M3/5166 , H04M3/42068 , H04M3/5235 , H04M2203/2038
摘要： A method comprising receiving, at a call-processing switch, a call from a calling entity in which the calling entity is a natural person and a telecommunications terminal, and, wherein the call received at the call-processing switch comprises (i) the identity of the caller telecommunications terminal, (ii) the identity of the caller, and (iii) the geo-location of the calling entity. Upon receiving the call, the call-processing switch identifies (i) global contextual information, (ii) contextual information at the calling entity, and (iii) contextual information at the call-processing switch, wherein the temporal order and the hierarchical order of menu items in a menu are reconfigured for presentation to the calling entity based on (i) the identity of the caller telecommunications terminal, (ii) the identity of the caller, (iii) the geo-location of the calling entity, (iv) global contextual information, (v) contextual information at the calling entity, and (vi) contextual information at the call-processing switch.
摘要翻译：一种方法，包括在呼叫处理交换机处接收来自主叫实体（其中主叫实体是自然人和电信终端）的呼叫，并且其中在呼叫处理交换机处接收的呼叫包括（i）身份（ii）呼叫者的身份，以及（iii）主叫实体的地理位置。在接收到呼叫时，呼叫处理交换机识别（i）全局上下文信息，（ii）呼叫实体的上下文信息，以及（iii）呼叫处理交换机的上下文信息，其中时间顺序和分级顺序菜单中的菜单项被重新配置为基于（i）呼叫者电信终端的身份，（ii）呼叫者的身份，（iii）主叫实体的地理位置，（iv）全球上下文信息，（v）呼叫实体的上下文信息，以及（vi）呼叫处理交换机的上下文信息。

9. 发明申请

US20100145739A1 Proxy-Based Reservation Scheduling System 有权
标题翻译：基于代理的预约调度系统
公开(公告)号：US20100145739A1
公开(公告)日：2010-06-10
申请号：US12328620
申请日：2008-12-04
申请人： George William Erhart , Valentine C. Matula , David Joseph Skiba , David S. Mohler
发明人： George William Erhart , Valentine C. Matula , David Joseph Skiba , David S. Mohler
IPC分类号： G06Q10/00 , G06Q50/00 , G01C21/00
CPC分类号： G06Q50/28 , G06Q10/02
摘要： A system is disclosed that features a transport vehicle that carries responsive objects in which the objects are equipped to provide state information about their states when queried. The transport vehicle is outfitted with a proxy that represents the responsive objects. The proxy is configured such that it is better able than the responsive objects to receive state query signals from a querying device. The vehicle is also outfitted with I) sensors that detect the responsive objects and ii) sensors that detect state information of the vehicle, in which both sets of sensors provide information to the proxy. The object sensors are able to detect the state of each responsive object or query the object about its state in the same way as the querying device would query those objects in the prior art. The proxy then responds to the query on behalf of the responsive objects.
摘要翻译：公开了一种系统，其特征在于运输车辆，其携带响应对象，其中配备有物体以在查询时提供关于其状态的状态信息。运输车辆配备代表响应物体的代理。代理被配置为使得其能够比响应对象更好地从查询设备接收状态查询信号。车辆还配备有I）检测响应对象的传感器，以及ii）检测车辆的状态信息的传感器，其中两组传感器向代理提供信息。对象传感器能够以与查询设备在现有技术中查询这些对象相同的方式来检测每个响应对象的状态或者查询对象关于其状态的状态。代理然后代表响应对象响应查询。

10. 发明授权

US07689426B2 Method and apparatus for distributed interactive voice processing 有权
标题翻译：用于分布式交互式语音处理的方法和装置
公开(公告)号：US07689426B2
公开(公告)日：2010-03-30
申请号：US11845278
申请日：2007-08-27
申请人： Valentine C. Matula
发明人： Valentine C. Matula
IPC分类号： G10L15/22 , H04M3/50 , H04M3/523
CPC分类号： H04M3/4938 , H04M3/42323 , H04M3/5133 , H04M3/5166 , H04M3/5191 , H04M3/5232 , H04M3/5238
摘要： A distributed interactive voice processing system is disclosed that distributes IVR capabilities to one or more agent terminals associated with a call center. One or more agent terminals support the traditional functions of a live agent, as well as additional IVR capabilities to support the functions of a virtual or automated agent A call management system manages the distributed IVR resources by monitoring the availability status of the live and automated IVR agents in the distributed interactive voice processing system and distributing telephone calls and other types of communications to the appropriate agents. The availability status of the automated IVR agents is based on estimated available CPU cycles on the agent terminal A received call is routed to the extension on the agent terminal associated with the selected IVR channel. A VXML process associated with the selected IVR channel obtains the appropriate application software from a central voiceXML application server and executes the VXML page(s) to play the appropriate prompts from the IVR script to the caller and to collect DTMF or speech recognized inputs from the caller The distributed design allows centralized application management while using distributed resources to provide improved IVR availability.
摘要翻译：公开了一种分布式交互式语音处理系统，其将IVR能力分配给与呼叫中心相关联的一个或多个代理终端。一个或多个代理终端支持实时代理的传统功能，以及支持虚拟或自动代理功能的其他IVR功能呼叫管理系统通过监视实时和自动IVR的可用性状态来管理分布式IVR资源代理商在分布式交互式语音处理系统中分配电话和其他类型的通信给适当的代理。自动IVR代理的可用性状态基于代理终端上估计的可用CPU周期。接收的呼叫被路由到与所选择的IVR信道相关联的代理终端上的分机。与所选择的IVR通道相关联的VXML进程从中央voiceXML应用服务器获得适当的应用软件，并执行VXML页面，以从IVR脚本播放适当的提示给呼叫者，并收集来自该IVR脚本的DTMF或语音识别的输入调用者分布式设计允许集中式应用程序管理，同时使用分布式资源提供改进的IVR可用性。

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