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1. 发明授权

US08953757B2 Preloading contextual information for applications using a conversation assistant 有权
标题翻译：使用会话助理预先应用程序的上下文信息
公开(公告)号：US08953757B2
公开(公告)日：2015-02-10
申请号：US13731699
申请日：2012-12-31
申请人： Angel.com Incorporated
发明人： Ahmed Tewfik Bouzid , David James Rennyson , Michael Jerry Saylor , Ashwini Swaroop Reddy Dulam , Jonathan Hotz
IPC分类号： H04M11/00 , H04M3/42 , H04M3/493
CPC分类号： H04W4/18 , G06Q30/0631 , H04M3/42153 , H04M3/42178 , H04M3/42204 , H04M3/4936 , H04M2201/39 , H04M2201/40 , H04M2203/252 , H04M2203/253 , H04M2203/355 , H04M2250/74 , H04W4/60
摘要： Usage data associated with a user of a telephonic device is accessed by a remote learning engine. A service or a product is identified by the remote learning engine based on the accessed usage data. A recommended voice bundle application is determined by the remote learning engine. A recommendation associated with the recommended voice bundle application is transmitted to the telephonic device. The recommendation is presented to the user through voice communications. One or more input parameters associated with the recommended voice bundle application is collected by the telephonic device. The user through voice communications has accepted the recommendation determining is determined. In response to determining that the user has accepted the recommendation, the one or more input parameters to the recommended voice bundle application are loaded by the telephonic device, and the recommended voice bundle application is executed by the telephonic device.
摘要翻译：与电话设备的用户相关联的使用数据由远程学习引擎访问。基于所访问的使用数据，远程学习引擎识别服务或产品。推荐的语音包应用程序由远程学习引擎确定。与推荐的语音包应用相关联的推荐被传送到电话设备。该建议通过语音通信呈现给用户。与推荐的语音包应用相关联的一个或多个输入参数由电话设备收集。通过语音通信的用户已接受确定的推荐确定。响应于确定用户已经接受推荐，由推荐的语音包应用的一个或多个输入参数由电话设备加载，并且推荐的语音包应用由电话设备执行。

2. 发明授权

US08699674B2 Dynamic speech resource allocation 有权
标题翻译：动态语音资源分配
公开(公告)号：US08699674B2
公开(公告)日：2014-04-15
申请号：US13919136
申请日：2013-06-17
申请人： Angel.com Incorporated
发明人： Ahmed Tewfik Bouzid , Michael T. Mateer , Dmitry Sityaev
IPC分类号： H04M1/64
CPC分类号： H04M3/493 , G06F8/38 , G06Q10/105 , G10L15/32 , G10L25/51
摘要： A call is received at an interactive voice response (IVR) system. A voice communications session is established between the IVR system and the telephonic device. A request from the IVR system to allocate a speech resource for processing voice data of the voice communications session is received by a dynamic speech allocation (DSA) engine. Configuration data associated with a current state of the voice communications session is accessed by the DSA engine. Dynamic characteristics associated with the caller are accessed by the DSA engine. A speech resource from among multiple speech resources is selected by the DSA engine based on the current state and the dynamic characteristics. The selected speech resource is allocated to the voice communications session by enabling the IVR system to use the selected speech resource to process voice data received from the caller during the current state of the voice communications session.
摘要翻译：在交互式语音响应（IVR）系统中接收呼叫。 IVR系统和电话设备之间建立语音通信会话。由动态语音分配（DSA）引擎接收来自IVR系统的用于分配用于处理语音通信会话的语音数据的语音资源的请求。与语音通信会话的当前状态相关联的配置数据由DSA引擎访问。与呼叫者相关的动态特性由DSA引擎访问。基于当前状态和动态特性，DSA引擎选择来自多个语音资源的语音资源。所选择的语音资源被分配给语音通信会话，使得IVR系统能够使用所选择的语音资源来处理在语音通信会话的当前状态期间从呼叫者接收的语音数据。

3. 发明授权

US08917828B2 Multi-channel delivery platform 有权
标题翻译：多渠道交付平台
公开(公告)号：US08917828B2
公开(公告)日：2014-12-23
申请号：US14032443
申请日：2013-09-20
申请人： Angel.com Incorporated
发明人： Ahmed Tewfik Bouzid , Praphul Kumar , Michael T. Mateer , David James Rennyson
IPC分类号： H04M1/64 , H04M3/493 , H04M1/725 , G06F9/44 , H04W88/06 , H04M7/00
CPC分类号： H04M3/5166 , G06F8/34 , G06F9/44 , H04M1/72552 , H04M3/493 , H04M3/5141 , H04M3/5191 , H04M7/006 , H04M2203/2066 , H04W88/06
摘要： A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.
摘要翻译：由交互流处理器接收执行用于使多通道通信系统和用户设备之间交换通信的交互站点的请求。交互站点根据请求进行识别。为所识别的交互站点访问交互流文档，所述交互流文档包括使用包括交互式语音响应信道的多个不同通信信道中的任何一个发起用户设备和多信道通信系统之间的交互站点的代码。确定用户设备用于联系多信道通信系统的通信信道。基于确定的通信信道，交互流文档的代码被转换为可由多通道通信系统执行的代码，以使得多通道通信系统和用户设备能够通过所确定的通信信道来交换通信。响应被发送到多信道通信系统。

4. 发明申请

US20140247927A1 DYNAMIC SPEECH RESOURCE ALLOCATION 有权
标题翻译：动态语音资源分配
公开(公告)号：US20140247927A1
公开(公告)日：2014-09-04
申请号：US14221387
申请日：2014-03-21
申请人： Angel.com Incorporated
发明人： Ahmed Tewfik Bouzid , Michael T. Mateer , Dmitry Sityaev
IPC分类号： H04M3/493
CPC分类号： H04M3/493 , G06F8/38 , G06Q10/105 , G10L15/32 , G10L25/51
摘要： A call is received at an interactive voice response (IVR) system. A voice communications session is established between the IVR system and the telephonic device. A request from the IVR system to allocate a speech resource for processing voice data of the voice communications session is received by a dynamic speech allocation (DSA) engine. Configuration data associated with a current state of the voice communications session is accessed by the DSA engine. Dynamic characteristics associated with the caller are accessed by the DSA engine. A speech resource from among multiple speech resources is selected by the DSA engine based on the current state and the dynamic characteristics. The selected speech resource is allocated to the voice communications session by enabling the IVR system to use the selected speech resource to process voice data received from the caller during the current state of the voice communications session.
摘要翻译：在交互式语音响应（IVR）系统中接收呼叫。 IVR系统和电话设备之间建立语音通信会话。由动态语音分配（DSA）引擎接收来自IVR系统的用于分配用于处理语音通信会话的语音数据的语音资源的请求。与语音通信会话的当前状态相关联的配置数据由DSA引擎访问。与呼叫者相关的动态特性由DSA引擎访问。基于当前状态和动态特性，DSA引擎选择来自多个语音资源的语音资源。所选择的语音资源被分配给语音通信会话，使得IVR系统能够使用所选择的语音资源来处理在语音通信会话的当前状态期间从呼叫者接收的语音数据。

5. 发明授权

US08654934B2 Multimodal interactive voice response system 有权
标题翻译：多模式交互式语音应答系统
公开(公告)号：US08654934B2
公开(公告)日：2014-02-18
申请号：US13092090
申请日：2011-04-21
申请人： Michael Jerry Saylor , Ahmed Tewfik Bouzid , Prakash Bhagwan Durgani , David James Rennyson , Prasanna Sajeewa Naleen Perera
发明人： Michael Jerry Saylor , Ahmed Tewfik Bouzid , Prakash Bhagwan Durgani , David James Rennyson , Prasanna Sajeewa Naleen Perera
IPC分类号： H04M1/64
CPC分类号： H04M7/0036 , G06F9/451 , H04M1/72552 , H04M3/42059 , H04M3/493 , H04M3/4938 , H04M7/006 , H04M2203/2066 , H04M2203/252 , H04W4/16
摘要： Multi-modal interaction with a telephonic device using a call handling system is enabled by receiving a call at an interactive voice response (IVR) system of the call handling system, the call being received from a telephonic device of a caller. A voice communications session between the IVR and the telephonic device is established in response to the call. Whether the telephonic device is capable of processing multi-modal communications is determined. Based on determining that the telephonic device is not capable of processing multi-modal communications, the IVR is enabled to access and audibly deliver voice page content to the caller via the voice communications session. Alternatively, based on determining that the telephonic device is capable of processing multi-modal communications, the call handling system is configured to exchange multi-modal communications with the telephonic device during the call.
摘要翻译：通过在呼叫处理系统的交互式语音响应（IVR）系统接收来自呼叫者的电话设备的呼叫的呼叫来实现使用呼叫处理系统与电话设备的多模式交互。响应于呼叫建立IVR和电话设备之间的语音通信会话。确定电话设备是否能够处理多模式通信。基于确定电话设备不能够处理多模态通信，IVR能够经由语音通信会话访问和可听地传送语音页面内容给呼叫者。或者，基于确定电话设备能够处理多模态通信，呼叫处理系统被配置为在呼叫期间与电话设备交换多模态通信。

6. 发明授权

US09313332B1 Routing user communications to agents 有权
标题翻译：将用户通信路由到代理
公开(公告)号：US09313332B1
公开(公告)日：2016-04-12
申请号：US14051901
申请日：2013-10-11
申请人： Angel.com Incorporated
发明人： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
IPC分类号： H04M3/00 , H04M3/523
CPC分类号： H04M3/5141 , G06F19/00 , G06F21/32 , G06Q30/0201 , G10L17/24 , G16H10/60 , H04M3/5166 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M2201/40 , H04M2203/401 , H04M2203/551 , H04M2203/554
摘要： A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.
摘要翻译：呼叫处理平台接收呼叫者对呼叫号码的呼叫，并且通过测量对应于呼叫者与交互式语音响应（IVR）模块之间的交互的数据点的子集来计算呼叫者的体验得分。经验分数提供呼叫者在呼叫期间与IVR模块进行交互的满意程度的数值测量。决定根据经验分数将呼叫路由到人类代理，呼叫处理平台访问与呼叫者过去的呼叫相对应的历史数据，并由人类代理接收，并获得与人类代理相关联的代理分数。呼叫处理平台基于历史数据和代理分数中的一个或两个将呼叫者与呼叫中心的人员进行匹配，并将呼叫路由到人员代理。

7. 发明授权

US09160844B2 Conversation assistant 有权
标题翻译：对话助理
公开(公告)号：US09160844B2
公开(公告)日：2015-10-13
申请号：US13731688
申请日：2012-12-31
申请人： Angel.com Incorporated
发明人： Ahmed Tewfik Bouzid , Prasanna Sajeewa Naleen Perera , David James Rennyson , Michael Jerry Saylor , Ashwini Swaroop Reddy Dulam , Jonathan Hotz
IPC分类号： H04M1/64 , H04M3/42 , H04M3/493
CPC分类号： H04W4/18 , G06Q30/0631 , H04M3/42153 , H04M3/42178 , H04M3/42204 , H04M3/4936 , H04M2201/39 , H04M2201/40 , H04M2203/252 , H04M2203/253 , H04M2203/355 , H04M2250/74 , H04W4/60
摘要： Usage data associated with a user of a telephonic device is accessed by a remote learning engine. A service or a product that is likely to be of interest to the user is identified by the remote learning engine based on the accessed usage data. A recommended voice bundle application for the user is determined by the remote learning engine based on the accessed usage data, the recommended voice bundle application being a voice application that, when executed by the telephonic device, results in a simulated multi-step spoken conversation between the telephonic device and the user to enable the user to receive the identified service or the identified product. A recommendation associated with the recommended voice bundle application is transmitted from the remote learning engine to the telephonic device. The recommendation is presented by the telephonic device to the user through voice communications. The user through voice communications has accepted the recommendation determining is determined by the telephonic device. In response to determining that the user has accepted the recommendation, the recommended voice bundle application on the telephonic device is executed by the telephonic device.
摘要翻译：与电话设备的用户相关联的使用数据由远程学习引擎访问。远程学习引擎基于所访问的使用数据来识别可能对用户感兴趣的服务或产品。由远程学习引擎基于所访问的使用数据来确定用户的推荐语音束应用程序，所推荐的语音包应用程序是语音应用程序，当由电话设备执行时，语音应用程序导致模拟的多步语音对话电话设备和用户使得用户能够接收所识别的服务或所识别的产品。与推荐的语音包应用相关联的建议从远程学习引擎发送到电话设备。通过语音通信，电话设备向用户呈现该建议。通过语音通信的用户已接受推荐确定由电话设备确定。响应于确定用户已经接受推荐，电话设备上的推荐语音包应用由电话设备执行。

8. 发明授权

US09148512B1 Routing user communications to agents 有权
标题翻译：将用户通信路由到代理
公开(公告)号：US09148512B1
公开(公告)日：2015-09-29
申请号：US14051937
申请日：2013-10-11
申请人： Angel.com Incorporated
发明人： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
IPC分类号： H04M3/523
CPC分类号： H04M3/5183 , H04M3/4936 , H04M3/5166 , H04M3/523 , H04M3/5232 , H04M3/5238 , H04M2203/256 , H04M2203/556
摘要： A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.
摘要翻译：呼叫处理平台接收由呼叫者发出的呼叫号码的呼叫。呼叫处理平台在呼叫期间基于呼叫者与交互式语音响应（IVR）模块的交互来使用测量数据点的子集来计算呼叫者的体验得分。经验分数反映了与IVR模块交互的呼叫者满意度的数值测量。呼叫处理平台将经验分数与指示呼叫者满意度的最低水平的预定阈值进行比较，并且确定经验得分表明呼叫者的满足程度低于最低满意度水平。根据此确定，呼叫处理平台将呼叫路由到呼叫中心的人员，并使代理能够感知体验评分的表示。

9. 发明授权

US08953764B2 Dynamic adjustment of recommendations using a conversation assistant 有权
标题翻译：使用会话助理动态调整建议
公开(公告)号：US08953764B2
公开(公告)日：2015-02-10
申请号：US13731740
申请日：2012-12-31
申请人： Angel.com Incorporated
发明人： Ahmed Tewfik Bouzid , David James Rennyson , Michael Jerry Saylor , Ashwini Swaroop Reddy Dulam , Jonathan Hotz
IPC分类号： H04M3/42 , H04M3/493
CPC分类号： H04W4/18 , G06Q30/0631 , H04M3/42153 , H04M3/42178 , H04M3/42204 , H04M3/4936 , H04M2201/39 , H04M2201/40 , H04M2203/252 , H04M2203/253 , H04M2203/355 , H04M2250/74 , H04W4/60
摘要： Usage data associated with a user of a telephonic device is accessed by a remote learning engine. A first service or a first product is identified by the remote learning engine based on the accessed usage data. A first recommended voice bundle application is determined by the remote learning engine. A recommendation associated with the first recommended voice bundle application is transmitted to the telephonic device. The recommendation is presented by the telephonic device to the user through voice communications. A response from the user associated with the recommendation is received. In response to determining that the user has not accepted the recommendation, a second service or a second product is determined based on the received response. A second recommended voice bundle application is determined based on the second service. The second recommended voice bundle application is executed by the telephonic device.
摘要翻译：与电话设备的用户相关联的使用数据由远程学习引擎访问。远程学习引擎基于所访问的使用数据来识别第一服务或第一产品。第一个推荐的语音包应用程序由远程学习引擎确定。与第一推荐的语音包应用相关联的推荐被传送到电话设备。通过语音通信，电话设备向用户呈现该建议。接收到与推荐相关联的用户的响应。响应于确定用户尚未接受该推荐，基于所接收的响应来确定第二服务或第二产品。第二个推荐的语音包应用程序是基于第二个服务来确定的。第二个推荐的语音包应用程序由电话设备执行。

10. 发明申请

US20160301802A1 VISUAL INTERACTIVE VOICE RESPONSE SYSTEM 有权
标题翻译：视觉互动语音响应系统
公开(公告)号：US20160301802A1
公开(公告)日：2016-10-13
申请号：US14683894
申请日：2015-04-10
申请人： Angel.com Incorporated
发明人： Praphul Kumar , Scott Kolman , Andrea Friio , Yochai Konig
IPC分类号： H04M3/493
CPC分类号： H04M3/4938 , H04L65/1063 , H04L67/02 , H04M3/42136 , H04M2203/253
摘要： A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.
摘要翻译：从通信设备接收到执行交互站点的请求。请求被发送到自动响应系统。从自动响应系统接收提供通信设备和自动响应系统之间的多步通信流程的一个或多个步骤的第一指令。响应于确定该请求用于与交互站点进行语音交互，确定通过与通信设备的用户进行语音交互来提供一个或多个步骤的第二指令并将其发送到通信设备。响应于确定该请求是用于与交互站点的视觉交互，确定通过与通信设备的用户的视觉交互提供一个或多个步骤的第三指令并将其发送到通信设备。

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