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1. 发明授权

US07249011B2 Methods and apparatus for automatic training using natural language techniques for analysis of queries presented to a trainee and responses from the trainee 有权
标题翻译：使用自然语言技术进行自动训练的方法和装置，用于分析向学员提供的查询和受训者的回答
公开(公告)号：US07249011B2
公开(公告)日：2007-07-24
申请号：US10217177
申请日：2002-08-12
申请人： Wu Chou , George W. Erhart , Valentine C. Matula , Daniel J. Sinder
发明人： Wu Chou , George W. Erhart , Valentine C. Matula , Daniel J. Sinder
IPC分类号： G06F17/28
CPC分类号： G09B19/00 , G09B7/02
摘要： Techniques for training a call center operator trainee are described. A database contains queries including caller speech providing information to be used in routing a call. Each query is associated with an operator response as well as numerical values produced by analyzing the query and the operator response. A training module presents a query to a trainee and receives the trainee response. The training module compares the trainee response to one or more of the numerical values in the database to determine if the trainee response is consistent with the correct destination for the call. If the trainee response is not consistent with the correct destination, the training module provides guidance to assist the trainee in associating the query with the correct destination.
摘要翻译：描述了培训呼叫中心运营商实习生的技术。数据库包含查询，包括用于路由呼叫的呼叫语音提供信息。每个查询与操作员响应以及通过分析查询和操作员响应产生的数值相关联。培训模块向受训人员提供查询并接收受训者回复。训练模块将受训者响应与数据库中的一个或多个数值进行比较，以确定受训者的响应是否与呼叫的正确目的地一致。如果实习生答复与正确的目的地不一致，培训模块提供指导，以协助受训人员将查询与正确的目的地相关联。

2. 发明申请

US20090161859A1 Method and Apparatus for Intelligent Processing of Suspend and Resume Operations in a Call Center 有权
标题翻译：呼叫中心暂停和恢复操作的智能处理方法和装置
公开(公告)号：US20090161859A1
公开(公告)日：2009-06-25
申请号：US11961586
申请日：2007-12-20
申请人： George W. Erhart , Valentine C. Matula , David Skiba
发明人： George W. Erhart , Valentine C. Matula , David Skiba
IPC分类号： H04M1/00
CPC分类号： H04M3/4938 , H04M3/428 , H04M7/006
摘要： Methods and apparatus are provided for processing “on hold” commands in a call center. A communication dialog is processed by storing a checkpoint containing a context of the communication; monitoring the communication dialog for an “on-hold” condition; and suspending the communication dialog when the “on-hold” condition is detected The “on-hold” condition can be detected by monitoring telephony signaling. The communication dialog can optionally be returned to a restart point, such as a checkpoint, when the “on-hold” condition is detected. The communication dialog can be monitored for an “off-hold” condition and restarted from a checkpoint when the “off-hold” condition is detected. A resume context message can optionally be provided to the caller when the “off-hold” condition is detected.
摘要翻译：提供了用于在呼叫中心处理“保持”命令的方法和装置。通过存储包含通信上下文的检查点来处理通信对话; 监视通信对话框以保持“保持”状态; 并且当检测到“保持”状态时暂停通信对话。可以通过监视电话信令来检测“保持”状态。当检测到“保持”条件时，通信对话框可以可选地返回到重新启动点，例如检查点。可以监视通信对话框中的“关闭保持”状态，并在检测到“关闭”状态时从检查点重新启动。当检测到“停止”条件时，可以可选地向呼叫者提供恢复上下文消息。

3. 发明授权

US07142661B2 Method and apparatus for interactive voice processing with visual monitoring channel 有权
标题翻译：用于视觉监控通道的交互式语音处理方法和装置
公开(公告)号：US07142661B2
公开(公告)日：2006-11-28
申请号：US10874791
申请日：2004-06-23
申请人： George W. Erhart , Valentine C. Matula , David Skiba
发明人： George W. Erhart , Valentine C. Matula , David Skiba
IPC分类号： H04M3/00
CPC分类号： H04M3/4938 , H04M3/2281 , H04M3/5166 , H04M2201/38 , H04M2201/40 , H04M2201/42 , H04M2203/254
摘要： A visual interface to an IVR system is provided to allow an interaction between a user and an interactive voice response (IVR) system to be visually monitored. A visual representation of an audio communication with an agent is generated based on the IVR script. The commands in the IVR scripts can be mapped to a visual representation. One or more fields in the visual representation can be populated with utterances of the caller. The agent can optionally review or update a field in the visual representation that has been populated with an utterance. An agent can optionally alter a flow of the IVR script or intervene in the audio communication.
摘要翻译：提供了IVR系统的视觉界面，以允许用户和交互式语音响应（IVR）系统之间的交互被视觉上监控。基于IVR脚本生成与代理的音频通信的视觉表示。 IVR脚本中的命令可以映射到可视化表示。视觉表示中的一个或多个字段可以用调用者的话语来填充。代理可以可选地查看或更新已经填充了话语的视觉表示中的字段。代理可以可选地改变IVR脚本的流程或干预音频通信。

4. 发明授权

US08824646B2 Method and apparatus for intelligent processing of suspend and resume operations in a call center 有权
标题翻译：用于智能处理呼叫中心暂停和恢复操作的方法和装置
公开(公告)号：US08824646B2
公开(公告)日：2014-09-02
申请号：US11961586
申请日：2007-12-20
申请人： George W. Erhart , Valentine C. Matula , David Skiba
发明人： George W. Erhart , Valentine C. Matula , David Skiba
IPC分类号： H04M11/00 , H04M3/493 , H04M3/428 , H04M7/00
CPC分类号： H04M3/4938 , H04M3/428 , H04M7/006
摘要： Methods and apparatus are provided for processing “on hold” commands in a call center. A communication dialog is processed by storing a checkpoint containing a context of the communication; monitoring the communication dialog for an “on-hold” condition; and suspending the communication dialog when the “on-hold” condition is detected The “on-hold” condition can be detected by monitoring telephony signaling. The communication dialog can optionally be returned to a restart point, such as a checkpoint, when the “on-hold” condition is detected. The communication dialog can be monitored for an “off-hold” condition and restarted from a checkpoint when the “off-hold” condition is detected. A resume context message can optionally be provided to the caller when the “off-hold” condition is detected.
摘要翻译：提供了用于在呼叫中心处理“保持”命令的方法和装置。通过存储包含通信上下文的检查点来处理通信对话; 监视通信对话框以保持“保持”状态; 并且当检测到“保持”状态时暂停通信对话。可以通过监视电话信令来检测“保持”状态。当检测到“保持”条件时，通信对话框可以可选地返回到重新启动点，例如检查点。可以监视通信对话框中的“关闭保持”状态，并在检测到“关闭”状态时从检查点重新启动。当检测到“停止”条件时，可以可选地向呼叫者提供恢复上下文消息。

5. 发明授权

US07702083B2 Method and apparatus for providing default media content to a calling party 有权
标题翻译：向主叫方提供默认媒体内容的方法和装置
公开(公告)号：US07702083B2
公开(公告)日：2010-04-20
申请号：US11068096
申请日：2005-02-28
申请人： George W. Erhart , Valentine C. Matula , David Skiba
发明人： George W. Erhart , Valentine C. Matula , David Skiba
IPC分类号： H04M3/487
CPC分类号： H04M3/51 , H04M3/428 , H04M3/5166 , H04M3/58 , H04M2201/50 , H04M2203/2066
摘要： Methods and apparatus are provided for presenting default content to a caller when a media stream of the specified type is not available. If it is determined that a destination endpoint is not providing a media stream of a first media type to an originating endpoint, a transmission of default media of the first media type to the originating endpoint is initiated.
摘要翻译：提供了当指定类型的媒体流不可用时，向呼叫者呈现默认内容的方法和装置。如果确定目的地端点没有向始发端点提供第一媒体类型的媒体流，则启动第一媒体类型的默认媒体到始发端点的传输。

6. 发明授权

US07363212B2 Method and apparatus for translating a classification system into a target language 有权
标题翻译：将分类系统翻译成目标语言的方法和装置
公开(公告)号：US07363212B2
公开(公告)日：2008-04-22
申请号：US10815165
申请日：2004-03-31
申请人： George W. Erhart , Valentine C. Matula , David Skiba
发明人： George W. Erhart , Valentine C. Matula , David Skiba
IPC分类号： G06F17/28
CPC分类号： G06F17/30707 , G06F17/289 , G10L15/183 , G10L2015/228
摘要： A method and apparatus are provided for translating a classification system in a source language into one or more additional target languages. The classification system employs a sample response repository to learn to classify a communication into one of a plurality of predefined categories. The sample response repository comprises a plurality of prior communications each having a classification. The present invention translates the sample response repository using a mechanical translation process to generate a translated response repository. A natural language understanding process is then applied to the translated response repository to generate a natural language understanding module that can classify a communication in the target language. The natural language understanding process can employ statistical methods or a rule-base of classification rules that determine how communications are classified. A speech recognition statistical model compilation process can optionally be applied to the translated target language response repository to generate a speech recognition module in the target language.
摘要翻译：提供了一种用于将源语言中的分类系统翻译为一个或多个附加目标语言的方法和装置。分类系统采用样本响应库来学习将通信分类为多个预定类别之一。样本响应库包括多个先前通信，每个通信具有分类。本发明使用机械翻译过程翻译样本响应库，以生成翻译的响应库。然后，将自然语言理解过程应用于已翻译的响应库，以生成可以对目标语言进行通信分类的自然语言理解模块。自然语言理解过程可以使用统计方法或分类规则的规则库来确定通信如何分类。语音识别统计模型编译过程可以可选地应用于翻译的目标语言响应库，以产生目标语言的语音识别模块。

7. 发明授权

US09646604B2 System and method for dynamic ASR based on social media 有权
公开(公告)号：US09646604B2
公开(公告)日：2017-05-09
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： G10L15/00 , G06Q30/00 , G10L15/06 , G06Q50/00 , G10L15/197 , H04M3/51
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.

8. 发明授权

US09094420B2 System and method for assuring quality real-time communication experience in virtual machine 有权
标题翻译：确保虚拟机质量实时通信体验的系统和方法
公开(公告)号：US09094420B2
公开(公告)日：2015-07-28
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 , H04L29/06 , H04M7/00
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。

9. 发明授权

US07346151B2 Method and apparatus for validating agreement between textual and spoken representations of words 有权
标题翻译：用于验证单词的文本和口头表示之间的协议的方法和装置
公开(公告)号：US07346151B2
公开(公告)日：2008-03-18
申请号：US10602168
申请日：2003-06-24
申请人： George W. Erhart , Valentine C. Matula , David Skiba
发明人： George W. Erhart , Valentine C. Matula , David Skiba
IPC分类号： H04M11/06
CPC分类号： G10L15/26
摘要： A method and apparatus are disclosed for validating agreement between textual and spoken representations of words. A voice input verification process monitors a conversation between an agent and a caller to validate the textual entry of the caller's spoken responses or the agent's spoken delivery of a textual script (or both). The audio stream corresponding to the conversation between the agent and the caller is recorded and the textual information that is entered into the workstation by the agent is evaluated. Speech recognition technology is applied to the recent audio stream, to determine if the words that have been entered by the agent can be found in the recent audio stream. The grammar employed by the speech recognizer can be based, for example, on properties of the spoken words or the type of field being populated by the agent. If there is a discrepancy between what was entered by the agent and what was recently spoken by the caller, the agent can be alerted and the error can optionally be corrected.
摘要翻译：公开了一种用于验证单词的文本和口语表示之间的一致性的方法和装置。语音输入验证过程监视代理和呼叫者之间的对话以验证呼叫者的口头响应的文本输入或代理人对文本脚本（或两者）的口头传递。记录与代理和呼叫者之间的会话对应的音频流，并评估由代理人输入到工作站的文本信息。将语音识别技术应用于最近的音频流，以确定是否可以在最近的音频流中找到由代理输入的单词。语音识别器使用的语法可以基于例如口语的属性或由代理填充的字段的类型。如果代理人输入的内容与呼叫者最近所说的内容之间存在差异，则可以提醒代理人，并可以选择更正错误。

10. 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。

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