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1. 发明授权

US08638906B1 Automated application testing 有权
标题翻译：自动应用测试
公开(公告)号：US08638906B1
公开(公告)日：2014-01-28
申请号：US13662983
申请日：2012-10-29
申请人： Convergys Customer Management Delaware LLC
发明人： David M. Pelland , Richard Burk , Jeffrey D. Kosa , Blaise T. Lapinski
IPC分类号： H04M1/24 , H04M3/08 , H04M3/22
CPC分类号： H04M3/242 , G10L15/30 , H04M3/4936
摘要： Voice user interfaces can be tested using test scripts generated by traversing a graph using a recursive search technique, such as recursive depth first search. Test data to accompany the test scripts can be generated by treating conditions in states of the interface as business rules, and fully exercising each state during traversal of the graph. Actual testing can be performed in a faster than real time manner by providing simulated input from test scripts, as opposed to requiring actual input from human testers. The interfaces can also be tested using a gatekeeper intermediary which provides for easy transitions between testing and deployment.
摘要翻译：可以使用使用递归搜索技术遍历图形生成的测试脚本来测试语音用户界面，例如递归深度优先搜索。可以通过将接口状态中的条件视为业务规则，并在遍历图中完全执行每个状态来生成测试脚本附带的测试数据。通过提供来自测试脚本的模拟输入，而不是需要人体测试人员的实际输入，实时测试可以以比实时更快的方式执行。这些接口也可以使用守门人中介进行测试，从而提供测试和部署之间的轻松转换。

2. 发明申请

US20160103560A1 METHOD AND SYSTEM FOR TRAINING USERS TO UTILIZE MULTIMODAL USER INTERFACES 审中-公开
标题翻译：用于培训用户以利用多模式用户界面的方法和系统
公开(公告)号：US20160103560A1
公开(公告)日：2016-04-14
申请号：US14970204
申请日：2015-12-15
申请人： Convergys Customer Management Delaware LLC
发明人： Matthew John Yuschik , Cordell Amos Coy , Jayant M. Naik , Karthik M. Narayanaswami , Ajay H. Warmer
IPC分类号： G06F3/0481
CPC分类号： G06F3/0481 , G06F3/04895 , G06F9/453 , G06N20/00 , G09B5/00 , G09B5/06 , G09B9/00 , G09B19/0053 , H04M3/493 , H04M3/5175 , H04M3/5183 , H04M2201/42 , H04M2203/252 , H04M2203/357 , H04M2203/403
摘要： Training for a multimodal user interface may be organized into a plurality of modules. In embodiment, modules may include data corresponding to a “Push to Talk” tool, a set of data corresponding to navigation through a graphic user interface via voice input, and a set of data corresponding to entering data into a graphic user interface via voice input. Such training may be implemented in a variety of manners, including those which utilize data stored on a computer readable medium. Also, the structure and content of training may be streamlined and directed towards teaching a user to operate a multimodal user interface in an adequate manner. The structure and content of training may be configured to work in conjunction with the operation of a multimodal user interface being used in a real-time setting.
摘要翻译：多模式用户界面的训练可以被组织成多个模块。在实施例中，模块可以包括对应于“一键通”工具的数据，对应于通过语音输入通过图形用户界面的导航的一组数据，以及对应于经由语音输入将图形用户界面输入数据的一组数据。这样的训练可以以各种方式来实现，包括利用存储在计算机可读介质上的数据的方式。此外，训练的结构和内容可以被简化并且旨在教导用户以适当的方式操作多模态用户界面。可以将训练的结构和内容配置为与在实时设置中使用的多模式用户界面的操作一起工作。

3. 发明授权

US08738384B1 Method and system for creating natural language understanding grammars 有权
标题翻译：创建自然语言理解语法的方法和系统
公开(公告)号：US08738384B1
公开(公告)日：2014-05-27
申请号：US13679250
申请日：2012-11-16
申请人： Convergys Customer Management Delaware LLC
发明人： Dhananjay Bansal , Nancy Gardner , Chang-Qing Shu , Kristie Goss , Matthew Yuschik , Sunil Issar , Woosung Kim , Jayant M. Naik
IPC分类号： G10L21/00 , G10L25/00
CPC分类号： G10L15/22 , G10L2015/228
摘要： Grammars for interactive voice response systems using natural language understanding can be created using information which is available on websites. These grammars can be created in automated manners and can have various tuning measures applied to obtain optimal results when deployed in a customer contact environment. These grammars can allow a variety of statements to be appropriately handled by the system.
摘要翻译：使用自然语言理解的交互式语音应答系统的语法可以使用网站上提供的信息来创建。这些语法可以以自动方式创建，并且可以采用各种调优措施，以在部署在客户联系环境中时获得最佳结果。这些语法可以允许系统适当地处理各种语句。

4. 发明授权

US10055744B2 System for closed loop decisionmaking in an automated care system 有权
公开(公告)号：US10055744B2
公开(公告)日：2018-08-21
申请号：US14579811
申请日：2014-12-22
申请人： Convergys Customer Management Delaware LLC
发明人： Dale R. Peterson
IPC分类号： G06Q30/00 , G06Q10/10 , G06Q30/06 , G06Q40/00 , G10L15/06 , H04M3/493
CPC分类号： G06Q30/016 , G06Q10/10 , G06Q30/0631 , G06Q40/00 , G10L15/063 , H04M3/493
摘要： There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.

5. 发明授权

US08918342B1 System for closed loop decisionmaking in an automated care system 有权
标题翻译：自动护理系统中的闭环决策系统
公开(公告)号：US08918342B1
公开(公告)日：2014-12-23
申请号：US13872365
申请日：2013-04-29
申请人： Convergys Customer Management Delaware LLC
发明人： Dale R. Peterson
IPC分类号： G06Q30/00 , G10L15/06
CPC分类号： G06Q30/016 , G06Q10/10 , G06Q30/0631 , G06Q40/00 , G10L15/063 , H04M3/493
摘要： There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.
摘要翻译：公开了一种用于操作和更新利用各种类型的模型的交互式语音应答自护系统的系统。该系统能够通过以闭环方式更新该系统中使用的模型来改善自我护理系统的性能。该系统还可以被配置为利用来自诸如客户服务代表的人类代理的输入，客户呼叫由自我护理系统传送到该代理。

6. 发明授权

US08687793B2 System and method for automatic selection of interfaces 有权
标题翻译：用于自动选择接口的系统和方法
公开(公告)号：US08687793B2
公开(公告)日：2014-04-01
申请号：US13826149
申请日：2013-03-14
申请人： Convergys Customer Management Delaware LLC
发明人： Vasudeva Akula , Sunil Issar
IPC分类号： H04M3/00
CPC分类号： H04M3/4936 , H04M3/493 , H04M2203/251
摘要： The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.
摘要翻译：界面的自动选择可以导致实体之间的交互的优化。接口的这种选择可以在交互式语音响应系统的上下文中具体应用，并且可以基于包括呼叫者对系统的使用的因素来允许呈现给呼叫者的接口被优化。

7. 发明授权

US09414209B2 Automatic delivery of messages 有权
标题翻译：自动发送消息
公开(公告)号：US09414209B2
公开(公告)日：2016-08-09
申请号：US14643877
申请日：2015-03-10
申请人： Convergys Customer Management Delaware LLC
发明人： Rod Makin , Andrew P. Smith , John Bunyan
IPC分类号： H04W4/14 , H04L12/58 , H04W8/12
CPC分类号： H04W4/14 , H04L51/14 , H04L51/18 , H04L51/30 , H04L51/38 , H04W8/12
摘要： Using components such as intermediate short message service centers and active subscriber identity systems, it is possible to deliver a message to a subscriber at a number different from the number which was entered by the message's sender at the time the message was sent. These components can also be used to deliver the message in the event that the sender is unavailable at the time the message is originally sent. Communications between components can be performed in a variety of manners, including using proprietary IP protocols, and the components can be configured to take responsibility for retrying message delivery by providing a delivery confirmation once the message reaches them, rather than providing delivery confirmation once it reaches its ultimate recipient.
摘要翻译：使用诸如中间短消息服务中心和活动订户身份系统的组件，可以以与发送消息时由消息的发送者输入的号码不同的号码向订户递送消息。发送方在最初发送消息时不可用的情况下，这些组件也可用于传递消息。组件之间的通信可以以各种方式执行，包括使用专有的IP协议，并且组件可以被配置为负责重试消息传递，一旦消息到达它们时提供传送确认，而不是一旦到达则提供传送确认其最终收件人。

8. 发明授权

US09406075B1 System and method for improving tuning using user provided satisfaction scores 有权
公开(公告)号：US09406075B1
公开(公告)日：2016-08-02
申请号：US13938806
申请日：2013-07-10
申请人： Convergys Customer Management Delaware LLC
发明人： Dhananjay Bansal , Nancy Gardner , John C. Georgesen , James H. Lythgoe , Scott D. Spera
IPC分类号： H04M3/42 , G06Q30/02
CPC分类号： G06Q30/0203 , G06Q30/016 , G06Q30/0282
摘要： A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the customer service application.

9. 发明申请

US20150103984A1 SYSTEM FOR CLOSED LOOP DECISIONMAKING IN AN AUTOMATED CARE SYSTEM 审中-公开
标题翻译：自动护理系统中封闭环决策系统
公开(公告)号：US20150103984A1
公开(公告)日：2015-04-16
申请号：US14579811
申请日：2014-12-22
申请人： Convergys Customer Management Delaware LLC
发明人： Dale R. Peterson
IPC分类号： H04M3/493 , G06Q10/10 , G06Q30/00
CPC分类号： G06Q30/016 , G06Q10/10 , G06Q30/0631 , G06Q40/00 , G10L15/063 , H04M3/493
摘要： There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.
摘要翻译：公开了一种用于操作和更新利用各种类型的模型的交互式语音应答自护系统的系统。该系统能够通过以闭环方式更新该系统中使用的模型来改善自我护理系统的性能。该系统还可以被配置为利用来自诸如客户服务代表的人类代理的输入，客户呼叫由自我护理系统传送到该代理。

10. 发明授权

US09549065B1 System and method for automated customer service with contingent live interaction 有权
标题翻译：用于自动客户服务的系统和方法，具有偶然的现场互动
公开(公告)号：US09549065B1
公开(公告)日：2017-01-17
申请号：US13659366
申请日：2012-10-24
申请人： Convergys Customer Management Delaware LLC
发明人： Jayant M. Naik , Cordell Coy , Dale Robert Peterson , Joseph DiFonzo , Stephen D. Weagraff , Matthew Yuschik , Michael Louis Nutter , Robert Birch , Scot Cunningham , Woosung Kim , Scott Irwin
IPC分类号： H04M1/64 , H04M3/493
CPC分类号： H04M3/493 , H04M3/22 , H04M2203/355
摘要： A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation to live support if it appears necessary.
摘要翻译：基于使用在线交互分类技术，可以实现客户满意度和提供客户关怀成本之间的平衡。这样的技术可以使用诸如对数似然比的测量来确定如果有必要，是否应该将交互从自动化移除到实时支持。

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