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1. 发明授权

US08867730B2 Contact center trend analysis and process altering system and method 有权
标题翻译：联络中心趋势分析与流程变更系统及方法
公开(公告)号：US08867730B2
公开(公告)日：2014-10-21
申请号：US12862079
申请日：2010-08-24
申请人： George Erhart , Valentine C. Matula , David Skiba
发明人： George Erhart , Valentine C. Matula , David Skiba
IPC分类号： H04M3/00 , H04M3/523
CPC分类号： H04M3/5232 , H04M2201/18 , H04M2203/551
摘要： A trend is identified by examining multiple communications in a contact center. For example, a trend can be a specific issue or problem related to a product. A communication related to the trend is identified. Based on identification of the trend, a process for routing the communications in the contact center is altered.In one embodiment, different menus/items in an Interactive Voice Response (IVR) system are changed based on the identified trend. In other embodiments, communications related to the trend are identified and moved to different queues or held in queues until there is a valid response. The identified communications can be responded to automatically, by specific agents, by group mailings, and the like. In addition, prior communications that relate to the trend are identified. This allows additional responses to be sent or processes to be altered in order to provide the customer with a better quality of service.
摘要翻译：通过检查联络中心的多个通信来确定趋势。例如，趋势可能是与产品相关的特定问题或问题。确定与趋势相关的沟通。根据趋势的识别，改变了联络中心通信路由的过程。在一个实施例中，交互式语音应答（IVR）系统中的不同菜单/项目基于所识别的趋势而改变。在其他实施例中，与趋势相关的通信被识别并移动到不同的队列或保持在队列中，直到有有效的响应。所识别的通信可以通过特定的代理，通过组邮件等自动地进行响应。此外，确定了与趋势相关的先前通信。这允许发送更多的响应或更改流程，以便为客户提供更好的服务质量。

2. 发明授权

US08364125B2 Content delivery to a telecommunications terminal that is associated with a call in progress 有权
标题翻译：内容传送到与正在进行的呼叫相关联的电信终端
公开(公告)号：US08364125B2
公开(公告)日：2013-01-29
申请号：US10984398
申请日：2004-11-09
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： H04M1/725 , H04M3/42 , H04W24/00
CPC分类号： H04L67/24 , H04L29/06027 , H04L65/1083 , H04L67/18
摘要： A method is disclosed that enables the delivery of relevant content to a telecommunications user engaged in a call. In particular, in the illustrative embodiments a telecommunications terminal that is to receive content is selected based on (i) a telecommunications terminal involved in a call and (ii) the mode of communication (e.g., voice, video, text, etc.) of the call. In addition, in the illustrative embodiments the second terminal to which content is to be delivered might also be based on one or more of the following: the identity of the user; the identity of other users involved in the call; the telecommunications terminal employed by the user for the call; other telecommunications terminals involved in the call; the date and time; the location of the user; and the location of other users involved in the call.
摘要翻译：公开了一种能够向参与呼叫的电信用户传送相关内容的方法。特别地，在说明性实施例中，基于（i）涉及呼叫的电信终端和（ii）通信模式（例如，语音，视频，文本等）来选择要接收内容的电信终端电话。此外，在说明性实施例中，内容将被递送到的第二终端还可以基于以下中的一个或多个：用户的身份; 参与呼叫的其他用户的身份; 由用户用于通话的电信终端; 涉及电话的其他电信终端; 日期和时间; 用户的位置; 以及其他涉及用户通话的用户的位置。

3. 发明授权

US08244531B2 Method of retaining a media stream without its private audio content 有权
标题翻译：保留媒体流而不具有私有音频内容的方法
公开(公告)号：US08244531B2
公开(公告)日：2012-08-14
申请号：US12239798
申请日：2008-09-28
申请人： George William Erhart , Valentine C. Matula , David Joseph Skiba , Lawrence O'Gorman
发明人： George William Erhart , Valentine C. Matula , David Joseph Skiba , Lawrence O'Gorman
IPC分类号： G10L17/00
CPC分类号： G11B27/034 , G10L15/1815 , G10L21/045 , G10L2015/088 , G11B27/28 , H04M3/51 , H04M2203/2088 , H04M2203/5027 , H04M2203/6009
摘要： A method is disclosed that enables the handling of audio streams for segments in the audio that might contain private information, in a way that is more straightforward than in some techniques in the prior art. The data-processing system of the illustrative embodiment receives a media stream that comprises an audio stream, possibly in addition to other types of media such as video. The audio stream comprises audio content, some of which can be private in nature. Once it receives the data, the data-processing system then analyzes the audio stream for private audio content by using one or more techniques that involve looking for private information as well as non-private information. As a result of the analysis, the data-processing system omits the private audio content from the resulting stream that contains the processed audio.
摘要翻译：公开了一种能够以比现有技术中的一些技术更直接的方式处理音频中可能包含私人信息的段的音频流的方法。说明性实施例的数据处理系统可能除了其他类型的媒体（例如视频）之外还接收包括音频流的媒体流。音频流包括音频内容，其中一些可以是私人的。一旦接收到数据，数据处理系统就通过使用涉及寻找私人信息以及非私有信息的一种或多种技术来分析专用音频内容的音频流。作为分析的结果，数据处理系统从包含经处理的音频的结果流中省略私有音频内容。

4. 发明授权

US08238530B2 Authenticating a user based on the user's ability to distinguish type-A from type-B sounds 有权
标题翻译：基于用户区分A型和B型声音的能力验证用户
公开(公告)号：US08238530B2
公开(公告)日：2012-08-07
申请号：US12474022
申请日：2009-05-28
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： H04M11/00
CPC分类号： H04M3/38 , G06F2221/2103 , H04L63/0861
摘要： A method of authentication is disclosed. When a user registers with an enterprise, the enterprise instructs the user to select sounds from a selection of sounds. Any sound that the user selects is designated as a “type-A” sound and any sound that is not so designated is deemed a “type-B” sound. To authenticate the user, the enterprise combines type-A sounds and type-B sounds into a temporal series of sounds and constructs questions about the series that can only be answered by someone who can recognize and distinguish type-A sounds from type-B sounds. The series of sounds and the questions are then transmitted to the user. If the user is able to answer the questions, then he or she is authenticated, and if not, then he or she is not authenticated.
摘要翻译：公开了一种认证方法。当用户向企业注册时，企业指示用户从选择的声音中选择声音。用户选择的任何声音被指定为“A型”声音，并且未被指定的任何声音被认为是“B型”声音。为了对用户进行身份验证，企业将A型声音和B型声音组合成一系列时间的声音，并构建了只能由能够识别和区分A型声音与B型声音的人员回答的系列问题。然后将一系列声音和问题传送给用户。如果用户能够回答这些问题，那么他或她就被认证，如果没有，那么他或她就不被认证。

5. 发明申请

US20120051526A1 Contact Center Trend Analysis and Process Altering System and Method 有权
标题翻译：趋势分析与过程变更系统与方法联系中心
公开(公告)号：US20120051526A1
公开(公告)日：2012-03-01
申请号：US12862079
申请日：2010-08-24
申请人： George ERHART , Valentine C. MATULA , David SKIBA
发明人： George ERHART , Valentine C. MATULA , David SKIBA
IPC分类号： H04M11/00 , H04M3/00
CPC分类号： H04M3/5232 , H04M2201/18 , H04M2203/551
摘要： A trend is identified by examining multiple communications in a contact center. For example, a trend can be a specific issue or problem related to a product. A communication related to the trend is identified. Based on identification of the trend, a process for routing the communications in the contact center is altered.In one embodiment, different menus/items in an Interactive Voice Response (IVR) system are changed based on the identified trend. In other embodiments, communications related to the trend are identified and moved to different queues or held in queues until there is a valid response. The identified communications can be responded to automatically, by specific agents, by group mailings, and the like. In addition, prior communications that relate to the trend are identified. This allows additional responses to be sent or processes to be altered in order to provide the customer with a better quality of service.
摘要翻译：通过检查联络中心的多个通信来确定趋势。例如，趋势可能是与产品相关的特定问题或问题。确定与趋势相关的沟通。根据趋势的识别，改变了联络中心通信路由的过程。在一个实施例中，交互式语音应答（IVR）系统中的不同菜单/项目基于所识别的趋势而改变。在其他实施例中，与趋势相关的通信被识别并移动到不同的队列或保持在队列中，直到有有效的响应。所识别的通信可以通过特定的代理，通过组邮件等自动地进行响应。此外，确定了与趋势相关的先前通信。这允许发送更多的响应或更改流程，以便为客户提供更好的服务质量。

6. 发明申请

US20110276513A1 METHOD OF AUTOMATIC CUSTOMER SATISFACTION MONITORING THROUGH SOCIAL MEDIA 审中-公开
标题翻译：通过社会媒体监测自动客户满意度的方法
公开(公告)号：US20110276513A1
公开(公告)日：2011-11-10
申请号：US12777031
申请日：2010-05-10
申请人： George Erhart , Valentine C. Matula , David Skiba
发明人： George Erhart , Valentine C. Matula , David Skiba
IPC分类号： G06Q99/00 , G06F17/30
CPC分类号： G06Q30/0282 , G06F16/2465 , G06F16/335 , G06F16/9535 , G06Q30/02
摘要： Methods and systems provided herein provide an enterprise with the ability to conduct automated customer feedback surveys. In particular, customer interactions on social media channels are intelligently monitored, aggregated, filtered, and analyzed to determine a customer's response to a particular product or service. Since customers are more likely to be truthful regarding their reaction to a product or service on a neutral forum, such as a social media channel, more accurate customer feedback can be obtained in a less intrusive manner than has previously been available.
摘要翻译：本文提供的方法和系统为企业提供进行自动化客户反馈调查的能力。特别是，社交媒体渠道上的客户互动被智能监控，聚合，过滤和分析，以确定客户对特定产品或服务的响应。由于客户对于在中立论坛（如社交媒体渠道）对产品或服务的反应更有可能是真实的，所以可以以比以前可用的更少的侵入性方式获得更准确的客户反馈。

7. 发明申请

US20110125793A1 METHOD FOR DETERMINING RESPONSE CHANNEL FOR A CONTACT CENTER FROM HISTORIC SOCIAL MEDIA POSTINGS 审中-公开
标题翻译：从历史社会媒体角度确定联络中心的响应通道的方法
公开(公告)号：US20110125793A1
公开(公告)日：2011-05-26
申请号：US12707277
申请日：2010-02-17
申请人： George ERHART , David SKIBA , Valentine C. MATULA
发明人： George ERHART , David SKIBA , Valentine C. MATULA
IPC分类号： G06F17/30 , G06F15/16
CPC分类号： G06Q30/016 , G06Q10/107 , G06Q30/02 , G06Q50/01 , H04L51/32 , H04L51/34 , H04L67/22 , H04M3/5141 , H04M2203/655
摘要： Some social networks provide message histories that record information about previous posts that users make to the social media network. From this information, a contact center determines trends in the usage of a social media network by a user. The contact center can mine the message history database for times, frequency of posts, location of the user during posts, and other information provided in the message histories. From this information or metadata about the messages, the contact center develops trends about the user's postings of messages on social media networks. The contact center can further receive subsequent posts and read metadata related to the subsequent posts. The new metadata can be used to modify the trends over time.
摘要翻译：一些社交网络提供消息历史记录，用于记录用户对社交媒体网络所做的先前帖子的信息。根据该信息，联络中心确定用户使用社交媒体网络的趋势。联络中心可以为消息历史数据库挖掘时间，职位频率，职位中用户的位置以及消息历史中提供的其他信息。根据关于消息的这些信息或元数据，联络中心会发布用户在社交媒体网络上发布消息的趋势。联络中心可以进一步接收后续职位并阅读与后续员额相关的元数据。新的元数据可以用于随时间修改趋势。

8. 发明申请

US20110125580A1 METHOD FOR DISCOVERING CUSTOMERS TO FILL AVAILABLE ENTERPRISE RESOURCES 审中-公开
标题翻译：发现客户填写可利用的企业资源的方法
公开(公告)号：US20110125580A1
公开(公告)日：2011-05-26
申请号：US12762856
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： G06Q30/00 , G06F15/16 , G06Q99/00
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： The provided contact center can locate customers that may be willing to buy goods or services, wherein those goods or services may have shelve lives or pending disposal dates. A profile for a customer is created in a dialog data structure; the customer is a likely purchaser of the goods or services. Social media messages are analyzed to determine if a poster is of a type that would be willing to buy a certain product. If the social media user is such a type, the contact center can contact the social media user and offer the product or service to that customer. As such, the enterprise receives a service that quickly locates customers that may be willing to products and allows them to dispose of the products that have certain shelve lives.
摘要翻译：提供的联络中心可以定位可能愿意购买商品或服务的客户，其中这些商品或服务可能搁置生命或待处理日期。在对话数据结构中创建客户的配置文件; 客户是商品或服务的可能购买者。分析社交媒体消息以确定海报是否是愿意购买特定产品的类型。如果社交媒体用户是这样的类型，联络中心可以联系社交媒体用户并向该客户提供产品或服务。因此，企业可以快速找到可能愿意使用产品的客户，并允许他们处理具有一定货架生命的产品的服务。

9. 发明授权

US07778397B2 Dynamic video generation in interactive voice response systems 有权
标题翻译：交互式语音应答系统中的动态视频生成
公开(公告)号：US07778397B2
公开(公告)日：2010-08-17
申请号：US11076597
申请日：2005-03-10
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： H04M11/00
CPC分类号： H04M3/493 , H04M3/42314 , H04M2201/50 , H04M2203/253
摘要： A method and apparatus are disclosed that enable an interactive voice response (IVR) system to generate video content in addition to audio content (e.g., synthesized speech, etc.). The video content is based on the state of the IVR system, the video display capacity of the calling telecommunications terminal, and information supplied by the user via a telecommunications terminal. The illustrative embodiment generates video content based on the text from which the audio content is generated. In particular, the video content comprises an abridged version of this text that is suitable for display at the telecommunications terminal. In the illustrative embodiment, the abridged version of the text is generated via syntactic and semantic processing. In addition, an abridged version of user-supplied information is generated and incorporated into the video content.
摘要翻译：公开了一种能够使交互式语音响应（IVR）系统除了音频内容（例如合成语音等）之外生成视频内容的方法和装置。视频内容基于IVR系统的状态，主叫电信终端的视频显示能力以及用户通过电信终端提供的信息。说明性实施例基于产生音频内容的文本生成视频内容。特别地，视频内容包括适合于在电信终端显示的该文本的简略版本。在说明性实施例中，通过语法和语义处理生成文本的简略版本。此外，生成用户提供的信息的简略版本并将其合并到视频内容中。

10. 发明授权

US07769148B2 Filler video streams in interactive voice response systems 有权
标题翻译：在交互式语音应答系统中填充视频流
公开(公告)号：US07769148B2
公开(公告)日：2010-08-03
申请号：US11208876
申请日：2005-08-22
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： H04M1/64 , G06F15/16
CPC分类号： H04M3/4872 , H04M3/4285
摘要： An apparatus and method are disclosed that enable an interactive voice response (IVR) system to select, tailor, and deliver a “filler” content stream to a calling telecommunications terminal during a delay in a call (e.g., when performing automated speech recognition, retrieving other content, etc.). The delivery of the filler content can reduce the chance that the caller terminates the call prematurely, and can also be used to provide information to the caller, advertise new products, etc. The filler content can be based on one or more of the following: the date and time, the identity of the caller, a prior call to the IVR system, the type of the calling telecommunications terminal, and a content stream that the IVR system is in the process of retrieving.
摘要翻译：公开了一种装置和方法，其使交互式语音响应（IVR）系统在呼叫延迟期间（例如当执行自动语音识别，检索时）能够选择，定制和传送“呼叫”内容流到主叫电信终端其他内容等）。填充内容的传递可以减少呼叫提前终止呼叫的机会，并且还可以用于向呼叫者提供信息，通告新产品等。填充内容可以基于以下中的一个或多个：日期和时间，呼叫者的身份，IVR系统的先前呼叫，呼叫电信终端的类型以及IVR系统正在检索的内容流。

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