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1. 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。

2. 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。

3. 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。

4. 发明申请

US20100061544A1 SYSTEM, METHOD AND SOFTWARE FOR TRANSITIONING BETWEEN SPEECH-ENABLED APPLICATIONS USING ACTION-OBJECT MATRICES 有权
标题翻译：使用行为对象矩阵进行语音启发应用之间的转换的系统，方法和软件
公开(公告)号：US20100061544A1
公开(公告)日：2010-03-11
申请号：US12619289
申请日：2009-11-16
申请人： Theodore B. Pasquale , Benjamin A. Knott , Kurt M. Joseph , Robert R. Bushey
发明人： Theodore B. Pasquale , Benjamin A. Knott , Kurt M. Joseph , Robert R. Bushey
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04L12/2854 , H04M3/51 , H04M2201/40
摘要： A system, method and software are described for facilitating transitions between speech-enabled applications employing action-object matrices. In an exemplary embodiment, an automatic call router determines a service agent destination by identifying an action-object combination included in a user utterance. In addition to forwarding the user to the service agent destination, the automatic call router sends one or more aspects of the user utterance to the service agent for use therewith. The service agent may then use aspects of the forwarded information to request further information from the user or to begin performance of a user desired transaction.
摘要翻译：描述了一种系统，方法和软件，用于促进使用动作对象矩阵的支持语音的应用之间的转换。在示例性实施例中，自动呼叫路由器通过识别包括在用户话语中的动作对象组合来确定服务代理目的地。除了将用户转发到服务代理目的地之外，自动呼叫路由器将用户话语的一个或多个方面发送到服务代理以与其一起使用。然后，服务代理可以使用转发的信息的方面来请求来自用户的进一步信息或开始执行用户期望的交易。

5. 发明授权

US07620159B2 System, method and software for transitioning between speech-enabled applications using action-object matrices 有权
标题翻译：使用动作对象矩阵在启用语音的应用程序之间转换的系统，方法和软件
公开(公告)号：US07620159B2
公开(公告)日：2009-11-17
申请号：US10843924
申请日：2004-05-12
申请人： Theodore B. Pasquale , Benjamin A. Knott , Kurt M. Joseph , Robert R. Bushey
发明人： Theodore B. Pasquale , Benjamin A. Knott , Kurt M. Joseph , Robert R. Bushey
IPC分类号： H04M1/64 , H04M3/00
CPC分类号： H04M3/523 , H04L12/2854 , H04M3/51 , H04M2201/40
摘要： A system, method and software are described for facilitating transitions between speech-enabled applications employing action-object matrices. In an exemplary embodiment, an automatic call router determines a service agent destination by identifying an action-object combination included in a user utterance. In addition to forwarding the user to the service agent destination, the automatic call router sends one or more aspects of the user utterance to the service agent for use therewith. The service agent may then use aspects of the forwarded information to request further information from the user or to begin performance of a user desired transaction.
摘要翻译：描述了一种系统，方法和软件，用于促进使用动作对象矩阵的支持语音的应用之间的转换。在示例性实施例中，自动呼叫路由器通过识别包括在用户话语中的动作对象组合来确定服务代理目的地。除了将用户转发到服务代理目的地之外，自动呼叫路由器将用户话语的一个或多个方面发送到服务代理以与其一起使用。然后，服务代理可以使用转发的信息的方面来请求来自用户的进一步信息或开始执行用户期望的交易。

6. 发明授权

US07617443B2 Flexible multiple spreadsheet data consolidation system 有权
标题翻译：灵活的多个电子表格数据整合系统
公开(公告)号：US07617443B2
公开(公告)日：2009-11-10
申请号：US10604608
申请日：2003-08-04
申请人： Scott H. Mills , Kurt M. Joseph , Melissa L. Oldenburg , Mark A. Nixon
发明人： Scott H. Mills , Kurt M. Joseph , Melissa L. Oldenburg , Mark A. Nixon
IPC分类号： G06F17/21 , G06F17/24
CPC分类号： G06F17/246
摘要： A method of consolidating data from multiple spreadsheets includes selecting multiple spreadsheets (52). Portions of data from files corresponding to each of the spreadsheets (52) are also selected. Automated consolidation of said portions of data is executed. The consolidation includes retrieval of the portions of data, generation of a final report spreadsheet (124), and appendage of the portions of data to the final report spreadsheet (124).
摘要翻译：整合来自多个电子表格的数据的方法包括选择多个电子表格（52）。还选择了与每个电子表格（52）相对应的文件的数据的部分。执行所述数据部分的自动合并。合并包括检索数据的部分，生成最终报告电子表格（124）以及将数据部分附加到最终报告电子表格（124）。

7. 发明申请

US20080273687A1 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：US20080273687A1
公开(公告)日：2008-11-06
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
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。

8. 发明授权

US06853722B2 System and method for automating customer slamming and cramming complaints 失效
标题翻译：自动化客户砰击和抱怨投诉的系统和方法
公开(公告)号：US06853722B2
公开(公告)日：2005-02-08
申请号：US10134166
申请日：2002-04-29
申请人： Kurt M. Joseph , Robert R. Bushey , Benjamin A. Knott , John M. Martin
发明人： Kurt M. Joseph , Robert R. Bushey , Benjamin A. Knott , John M. Martin
IPC分类号： G06Q10/10 , G06Q30/02 , H04W4/24 , H04M3/00
CPC分类号： G06Q30/02 , G06Q10/109 , H04M3/5166
摘要： A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and report the complaint without having to speak with a customer service representative. The complaint module obtains the customer telephone number and retrieves customer account information using the customer telephone number. Using the customer account information, the complaint module extrapolates a type of complaint for the customer complaint and prompts the customer for information regarding the customer complaint and the type of the complaint. The customer provides customer responses to the prompts and the complaint module provides an indication to the customer regarding each customer response. Once the customer complaint has been resolved, the complaint module stores information regarding the slam or cram for reporting requirements and tracking purposes.
摘要翻译：用于自动化客户砰击和挤压投诉的方法和系统包括具有一个或多个接收设备和投诉模块的自动报告系统。想要报告大满贯或者填写的客户访问自动报告系统并报告投诉，而不必与客户服务代表交谈。投诉模块获取客户电话号码，并使用客户电话号码检索客户帐户信息。使用客户帐户信息，投诉模块会推断客户投诉的投诉类型，并提示客户提供有关客户投诉和投诉类型的信息。客户提供客户对提示的响应，投诉模块向客户提供关于每个客户响应的指示。一旦客户投诉得到解决，投诉模块将存储有关用于报告要求和跟踪目的的大满贯或填写的信息。

9. 发明授权

US06807274B2 Call routing from manual to automated dialog of interactive voice response system 失效
公开(公告)号：US06807274B2
公开(公告)日：2004-10-19
申请号：US10190145
申请日：2002-07-05
申请人： Kurt M. Joseph , Aaron W. Bangor , Robert R. Bushey
发明人： Kurt M. Joseph , Aaron W. Bangor , Robert R. Bushey
IPC分类号： H04M3523
CPC分类号： H04M3/5166 , H04M3/523 , H04M3/5238 , H04M2201/18 , H04M2203/2011
摘要： A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.

10. 发明授权

US09152203B2 Managing power consumption state of electronic devices responsive to predicting future demand 有权
标题翻译：根据预测未来需求来管理电子设备的功耗状态
公开(公告)号：US09152203B2
公开(公告)日：2015-10-06
申请号：US13485045
申请日：2012-05-31
申请人： Marc Sullivan , Greg W. Edwards , Kurt M. Joseph
发明人： Marc Sullivan , Greg W. Edwards , Kurt M. Joseph
IPC分类号： G06F1/00 , G06F1/32
CPC分类号： G06F1/3234 , G06F1/3206 , G06F9/4418
摘要： A system and process that incorporates teachings of the subject disclosure may include, for example, transitioning a processor from a high-power consumption state to a low-power consumption state, wherefrom return to the high-power consumption state includes a boot process. Future demand for operation of the processor in the high-power consumption state is predicted, while the processor is in the low-power consumption state. The processor is transitioned from the low-power consumption state to the high-power consumption state in response to predicting future demand for operation of the processor in the high-power consumption state. Such transition of the processor from the low-power consumption state to the high-power consumption state sufficiently precedes actual demand for operation of the processor in the high-power consumption state so as to avoid perceptible user delay. Other embodiments are disclosed.
摘要翻译：结合本公开的教导的系统和过程可以包括例如将处理器从高功耗状态转换到低功耗状态，由此返回到高功耗状态包括引导过程。在处理器处于低功耗状态时，预测处于高功耗状态的处理器的未来操作需求。响应于预测在高功耗状态下处理器的操作的未来需求，处理器从低功耗状态转换到高功耗状态。处理器从低功耗状态到高功耗状态的这种转换在高功耗状态下充分地超出了对处理器的操作的实际需求，以避免可察觉的用户延迟。公开了其他实施例。

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