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1. 发明授权

US08165281B2 Method and system for mapping caller information to call center agent transactions 有权
标题翻译：将呼叫者信息映射到呼叫中心代理交易的方法和系统
公开(公告)号：US08165281B2
公开(公告)日：2012-04-24
申请号：US10901925
申请日：2004-07-28
申请人： Kurt M. Joseph , Theodore Pasquale , Benjamin Anthony Knott , Robert R. Bushey
发明人： Kurt M. Joseph , Theodore Pasquale , Benjamin Anthony Knott , Robert R. Bushey
IPC分类号： H04M3/00
CPC分类号： H04M3/5166 , H04M3/5183 , H04M2201/42 , H04M2203/2011
摘要： A system and method of processing a call at a call center is provided. In a particular embodiment, the method includes receiving the call at the call center, receiving an indication element associated with a call center transaction, retrieving call center transaction data based on the indication element, and generating a sequence of pre-populated call center agent terminal transaction processing screens based on at least a portion of the call center transaction data. In a particular embodiment, a set of prioritized transactions based on likelihood of matching a customer request is disclosed.
摘要翻译：提供了一种在呼叫中心处理呼叫的系统和方法。在特定实施例中，该方法包括在呼叫中心接收呼叫，接收与呼叫中心事务相关联的指示元素，基于指示元素检索呼叫中心事务数据，以及生成预先填充呼叫中心代理终端基于呼叫中心交易数据的至少一部分的交易处理屏幕。在特定实施例中，公开了基于匹配客户请求的可能性的一组优先级交易。

2. 发明授权

US07936861B2 Announcement system and method of use 有权
标题翻译：公告制度及使用方法
公开(公告)号：US07936861B2
公开(公告)日：2011-05-03
申请号：US10898722
申请日：2004-07-23
申请人： Benjamin Anthony Knott , Kurt M. Joseph , Robert R. Bushey , John Mills Martin
发明人： Benjamin Anthony Knott , Kurt M. Joseph , Robert R. Bushey , John Mills Martin
IPC分类号： H04M1/64
CPC分类号： H04M3/493 , H04M2203/355 , Y10S379/917
摘要： The disclosure is directed to a system including a factor engine, an audio clip sequencing engine and an announcement engine. The factor engine is configured to identify an ordered set of menu options based on a plurality of weighted factors. The audio clip sequencing engine is responsive to the factor engine and is configured to generate an ordered sequence of audio clips based on the ordered set of menu options. The announcement engine is responsive to the audio clip sequencing engine and is configured to play the ordered sequence of audio clips.
摘要翻译：本公开涉及包括因子引擎，音频剪辑排序引擎和通告引擎的系统。因子引擎被配置为基于多个加权因子来识别菜单选项的有序集合。音频剪辑排序引擎响应于因子引擎，并且被配置为基于有序的菜单选项集来生成音频剪辑的有序序列。通知引擎响应于音频剪辑排序引擎，并被配置为播放音频剪辑的有序序列。

3. 发明授权

US07272222B2 System and method for processing complaints 失效
标题翻译：处理投诉的制度和方法
公开(公告)号：US07272222B2
公开(公告)日：2007-09-18
申请号：US10972623
申请日：2004-10-25
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： H04M3/02
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。

4. 发明授权

US06842504B2 System and method for the automated analysis of performance data 有权
标题翻译：用于自动分析性能数据的系统和方法
公开(公告)号：US06842504B2
公开(公告)日：2005-01-11
申请号：US10217863
申请日：2002-08-13
申请人： Scott H. Mills , Kurt M. Joseph , Theodore B. Pasquale , Robert R. Bushey , John M. Martin , Benjamin A. Knott
发明人： Scott H. Mills , Kurt M. Joseph , Theodore B. Pasquale , Robert R. Bushey , John M. Martin , Benjamin A. Knott
IPC分类号： G06F9/44 , G06Q10/10 , G09G5/00 , G10L15/18 , H04M1/24 , H04M1/64 , H04M3/00 , H04M3/22 , H04M11/00 , H04M15/00
CPC分类号： G10L15/1822 , G06F8/20 , G06Q10/10 , H04M15/00
摘要： A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.
摘要翻译：用于自动分析性能数据的方法和系统包括分析系统自动分析多个性能数据集，任务引擎和分数引擎。任务引擎允许每个性能数据集与每个性能数据集的分配任务匹配，以及检索每个性能数据集的正确密钥序列。分数引擎将正确的密钥序列与性能数据集的记录密钥序列进行比较，以确定分配的任务是否成功完成。得分引擎进一步计算每个性能数据集的一个或多个响应时间。性能数据的自动化分析可以节省成本，更有效地利用时间，更可靠和一致的性能数据分析结果。

5. 发明授权

US07418095B2 System and method for providing caller activities while in queue 有权
标题翻译：在队列中提供呼叫者活动的系统和方法
公开(公告)号：US07418095B2
公开(公告)日：2008-08-26
申请号：US10383138
申请日：2003-03-06
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 , 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选定的客户活动进行交互。

6. 发明授权

US07379537B2 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：US07379537B2
公开(公告)日：2008-05-27
申请号：US10217873
申请日：2002-08-13
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： H04M3/527
CPC分类号： G10L15/1822 , G06F8/20 , G06Q10/10 , H04M15/00
摘要： A method and system for automating the creation of customer-centric interfaces includes a customer-centric interface system automatically creating a customer-centric interface, a collection engine, a customer language engine, a task frequency engine, a customer structure engine, and a customer performance engine. The collection engine collects a plurality of customer intention information. The customer language engine utilizes the customer intention information to create customer-centric menu prompts using the customers own terminology and action specific object words. The task frequency engine determines a frequency of occurrence for the tasks for which the customers contact the customer-centric interface and orders the tasks within the customer-centric interface. The customer structure engine determines how the customers relate the tasks together and groups the tasks according to task relationships. The customer performance engine tests the customer-centric interface and modifies the customer-centric interface for optimal performance.
摘要翻译：用于自动创建以客户为中心的接口的方法和系统包括以客户为中心的接口系统，自动创建以客户为中心的接口，收集引擎，客户语言引擎，任务频率引擎，客户结构引擎和客户性能引擎。收集引擎收集多个客户意图信息。客户语言引擎利用客户意图信息，使用客户自己的术语和动作特定的对象词来创建以客户为中心的菜单提示。任务频率引擎确定客户联系以客户为中心的界面的任务的发生频率，并以客户为中心的界面订购任务。客户结构引擎确定客户如何将任务相互联系在一起，并根据任务关系对任务进行分组。客户绩效引擎测试以客户为中心的界面，修改以客户为中心的界面，以获得最佳性能。

7. 发明授权

US07349534B2 Call routing from first to second dialog of interactive voice response system 有权
标题翻译：呼叫路由从第一到第二对话的交互式语音应答系统
公开(公告)号：US07349534B2
公开(公告)日：2008-03-25
申请号：US11539832
申请日：2006-10-09
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： H04M3/523 , H04Q3/64
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.
摘要翻译：提供手动（由服务代表协助）和自动解决问题的对话的客户服务呼叫系统。路由进程确定哪个对话框适合于来电。路由过程确定自动化系统将解决问题的概率，并确定客户达到手动对话的预期保持时间。路由进程使用此信息来确定呼叫如何路由。

8. 发明授权

US07120244B2 Call routing from manual to automated dialog of interactive voice response system 有权
标题翻译：从手动呼叫路由到交互式语音应答系统的自动对话
公开(公告)号：US07120244B2
公开(公告)日：2006-10-10
申请号：US10948507
申请日：2004-09-23
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： H04M3/523 , H04Q3/64
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.
摘要翻译：提供手动（由服务代表协助）和自动解决问题的对话的客户服务呼叫系统。路由进程确定哪个对话框适合于来电。路由过程确定自动化系统将解决问题的概率，并确定客户达到手动对话的预期保持时间。路由进程使用此信息来确定呼叫如何路由。

9. 发明授权

US08218754B2 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：US08218754B2
公开(公告)日：2012-07-10
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： 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。

10. 发明授权

US07983412B2 System and method for automating handling of slamming and cramming complaints 失效
标题翻译：自动处理砰击和抱怨投诉的制度和方法
公开(公告)号：US07983412B2
公开(公告)日：2011-07-19
申请号：US11855087
申请日：2007-09-13
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： H04M3/02 , H04W4/26
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。

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