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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

US07907719B2 Customer-centric interface and method of designing an interface 有权
标题翻译：以客户为中心的接口和设计接口的方法
公开(公告)号：US07907719B2
公开(公告)日：2011-03-15
申请号：US11506790
申请日：2006-08-21
申请人： Robert R. Bushey , Gregory W. Liddell , John M. Martin , Theodore Pasquale
发明人： Robert R. Bushey , Gregory W. Liddell , John M. Martin , Theodore Pasquale
IPC分类号： H04M3/00
CPC分类号： H04M15/00 , G06F8/20 , G06Q10/10
摘要： A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine the frequency of reasons or tasks of why users interact with a particular system. These reasons and their relative frequencies are used to design interface options that emphasize the user's task categories. Finally, the customer-centric interface designs are evaluated and compared with existing system interfaces using usability tests with actual users performing the tasks. The results from usability tests are used to pinpoint the task-option combinations that do not work well and which should be revised. Benefits of this customer-centric design are improved systems performance and increased user satisfaction.
摘要翻译：一种设计接口系统的方法，允许用户将其任务的表示直接映射到接口。以客户为中心的接口设计方法（C-CAID）有三个主要阶段。最终用户的任务被分类以确定用户与特定系统交互的原因或任务的频率。这些原因及其相对频率用于设计强调用户任务类别的界面选项。最后，以用户为中心的接口设计进行评估，并与现有的系统接口进行比较，使用实际用户执行任务的可用性测试。可用性测试的结果用于确定不能正常工作的任务选项组合，哪些应该修改。以客户为中心的设计的优点是提高了系统性能并提高了用户满意度。

3. 发明授权

US06778643B1 Interface and method of designing an interface 有权
标题翻译：基于用户收集的数据接口
公开(公告)号：US06778643B1
公开(公告)日：2004-08-17
申请号：US09532038
申请日：2000-03-21
申请人： Robert R. Bushey , Gregory W. Liddell , John M. Martin , Theodore Pasquale
发明人： Robert R. Bushey , Gregory W. Liddell , John M. Martin , Theodore Pasquale
IPC分类号： H04M1100
CPC分类号： H04M15/00 , G06F8/20 , G06Q10/10
摘要： A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine the frequency of reasons or tasks of why users interact with a particular system. These reasons and their relative frequencies are used to design interface options that emphasize the user's task categories. Finally, the customer-centric interface designs are evaluated and compared with existing system interfaces using usability tests with actual users performing the tasks. The results from usability tests are used to pinpoint the task-option combinations that do not work well and which should be revised. Benefits of this customer-centric design are improved systems performance and increased user satisfaction.
摘要翻译：一种设计接口系统的方法，允许用户将其任务的表示直接映射到接口。以客户为中心的接口设计方法（C-CAID）有三个主要阶段。最终用户的任务被分类以确定用户与特定系统交互的原因或任务的频率。这些原因及其相对频率用于设计强调用户任务类别的界面选项。最后，以用户为中心的接口设计进行评估，并与现有的系统接口进行比较，使用实际用户执行任务的可用性测试。可用性测试的结果用于确定不能正常工作的任务选项组合，哪些应该修改。以客户为中心的设计的优点是提高了系统性能并提高了用户满意度。

4. 发明授权

US07076049B2 Method of designing a telecommunications call center interface 失效
标题翻译：电信呼叫中心接口设计方法
公开(公告)号：US07076049B2
公开(公告)日：2006-07-11
申请号：US10882183
申请日：2004-07-02
申请人： Robert R. Bushey , Gregory W. Liddell , John M. Martin , Theodore Pasquale
发明人： Robert R. Bushey , Gregory W. Liddell , John M. Martin , Theodore Pasquale
IPC分类号： H04M3/00
CPC分类号： H04M15/00 , G06F8/20 , G06Q10/10
摘要： A method is provided for designing an interface system. The method includes receiving a call from a customer at a call center, and logging a reason the customer is calling the call center. Subsequently, reasons from multiple customers are collected and categorized into task categories to be performed by the interface system. Menu options can then be designed based upon the task categories. The menu options include some of the language the customers used to express the reason for calling the call center. Performance of the interface system is evaluated by using cumulative response time (CRT), which is a total time a user interfaces with the system, and routing accuracy. The routing accuracy accounts for whether the user successfully navigated the interface system to a correct destination, whether the user navigated to an incorrect destination, and whether the user did not navigate to any destination.
摘要翻译：提供了一种用于设计接口系统的方法。该方法包括在呼叫中心接收来自客户的呼叫，并记录客户呼叫呼叫中心的原因。随后，收集来自多个客户的原因并将其分类为由接口系统执行的任务类别。然后可以基于任务类别设计菜单选项。菜单选项包括客户用来表达呼叫中心呼叫原因的一些语言。使用累积响应时间（CRT）来评估接口系统的性能，这是用户与系统接口的总时间和路由精度。路由精度考虑了用户是否成功地将接口系统导航到正确的目的地，用户是否导航到不正确的目的地，以及用户是否没有导航到任何目的地。

5. 发明授权

US08589812B2 Prioritized user interface 失效
标题翻译：优先用户界面
公开(公告)号：US08589812B2
公开(公告)日：2013-11-19
申请号：US11926728
申请日：2007-10-29
申请人： Theodore Pasquale , Kurt M. Joseph , Scott Mills
发明人： Theodore Pasquale , Kurt M. Joseph , Scott Mills
IPC分类号： G06F3/048
CPC分类号： G06F3/0482 , H04M1/72583 , H04M1/72586
摘要： Prioritized user interfaces are disclosed. A user interface may include a menu including a plurality of selectable items displayed in respective menu positions. A menu position of at least one of the plurality of selectable items is assigned based on a prioritization level of the at least one selectable item. The prioritization level is based at least partially on a selection metric for the at least one selectable item. The user interface may also include a menu locator indicating a location of a menu within a multi-level menu structure. The menu locator may include a first indicator of a position within a first level of the multi-level menu structure and a second indicator of a position within a second level of the multi-level menu structure.
摘要翻译：公开了优先用户界面。用户界面可以包括包括在各个菜单位置中显示的多个可选项目的菜单。基于至少一个可选项目的优先级来分配多个可选项目中的至少一个的菜单位置。所述优先级级别至少部分地基于所述至少一个可选项目的选择度量。用户界面还可以包括指示菜单在多级菜单结构内的位置的菜单定位器。菜单定位器可以包括多级菜单结构的第一级内的位置的第一指示符和多级菜单结构的第二级内的位置的第二指示符。

6. 发明授权

US07308288B2 System and method for prioritized interface design 有权
标题翻译：优化接口设计的系统和方法
公开(公告)号：US07308288B2
公开(公告)日：2007-12-11
申请号：US10646631
申请日：2003-08-22
申请人： Theodore Pasquale , Kurt M. Joseph , Scott H. Mills
发明人： Theodore Pasquale , Kurt M. Joseph , Scott H. Mills
IPC分类号： H04Q7/32
CPC分类号： G06F3/0482 , H04M1/72583 , H04M1/72586
摘要： A system and method for prioritized interface design are disclosed. In one embodiment of a system incorporating teachings of the present disclosure, a wireless-enabled device may include a display, a user input mechanism, and a housing component that at least partially defines an internal cavity. The device may have several engines including a display engine that can initiate presentation of a menu that has several selectable items displayed in respective menu positions. The device may also include a metric engine that tracks some selection metric for the selectable items and a priority engine that determines a prioritization level for the selectable items. In some embodiments, the prioritization level may be related to a selection metric. The device may also have a mapping engine that modifies assigned menu positions for the selectable items in response to changes in the prioritization level of the items.
摘要翻译：公开了一种优先接口设计的系统和方法。在包含本公开的教导的系统的一个实施例中，无线使能设备可以包括至少部分地限定内部空腔的显示器，用户输入机构和壳体部件。该设备可以具有几个引擎，其包括显示引擎，显示引擎可以启动具有在相应菜单位置中显示的多个可选项目的菜单的呈现。设备还可以包括跟踪可选项目的一些选择度量的度量引擎和确定可选项目的优先级水平的优先级引擎。在一些实施例中，优先级级别可以与选择度量相关。该设备还可以具有映射引擎，其响应于项目的优先级级别的改变来修改可选项目的分配的菜单位置。

7. 发明申请

US20050078805A1 System and method for the automated analysis of performance data 有权
公开(公告)号：US20050078805A1
公开(公告)日：2005-04-14
申请号：US11005685
申请日：2004-12-07
申请人： Scott Mills , Kurt Joseph , Theodore Pasquale , Robert Bushey , John Martin , Benjamin Knott
发明人： Scott Mills , Kurt Joseph , Theodore Pasquale , Robert Bushey , John Martin , Benjamin 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.

8. 发明申请

US20050075894A1 System, method & software for a user responsive call center customer service delivery solution 审中-公开
标题翻译：用户响应呼叫中心客户服务提供解决方案的系统，方法和软件
公开(公告)号：US20050075894A1
公开(公告)日：2005-04-07
申请号：US10679214
申请日：2003-10-03
申请人： Robert Bushey , Theodore Pasquale , Elizabeth Gibson , John Martin , Benjamin Knott , Kurt Joseph
发明人： Robert Bushey , Theodore Pasquale , Elizabeth Gibson , John Martin , Benjamin Knott , Kurt Joseph
IPC分类号： G06Q30/00 , G06F17/60
CPC分类号： G06Q30/02
摘要： A system, method and software are provided for implementing an adaptive and dynamic call center customer service delivery solution. In operation, a user interface (U/I) model is selected from a library of U/I models as the U/I model likely to elicit favorable customer responses and to achieve customer completion of the selected transaction. The active U/I model may be re-evaluated at each node of the selected transaction and a new model selected in response to a determination that the active U/I model is no longer preferred. One or more U/I models may be updated based on observed user responsiveness, the efficiency of past transactions as well as on other grounds.
摘要翻译：提供了一种用于实现自适应和动态呼叫中心客户服务提供解决方案的系统，方法和软件。在操作中，从U / I模型库中选择用户界面（U / I）模型，因为U / I模型可能引起有利的客户响应并实现客户完成所选择的交易。可以在所选事务的每个节点处重新评估活动U / I模型，并且响应于确定活动U / I模型不再优选而选择的新模型。一个或多个U / I模型可以基于观察到的用户响应性，过去交易的效率以及其他原因来更新。

9. 发明申请

US20050195961A1 System, method and software for delivering targeted content to queued users 审中-公开
标题翻译：用于向排队的用户传送有针对性的内容的系统，方法和软件
公开(公告)号：US20050195961A1
公开(公告)日：2005-09-08
申请号：US10793002
申请日：2004-03-04
申请人： Theodore Pasquale , Benjamin Knott , Kurt Joseph , Robert Bushey
发明人： Theodore Pasquale , Benjamin Knott , Kurt Joseph , Robert Bushey
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/523 , H04M3/5232 , H04M2203/2011
摘要： A system, method and software for delivering targeted queue-time content are provided. In response to user selection of a transaction or information from a call center, content matched between the selected transaction and one or more items of information concerning the user are preferably compiled. During the period in which the user awaits service in a queue associated with a transaction agent or service module for the selected transaction, the matched data relating user specific information to the selected transaction is presented for user consumption and/or selection therefrom. The selection of an alternate transaction from within one queue may be enhanced by a repetition of the matching of user specific information with one or more aspects of the alternate transaction selection being compiled and presented to the user during a subsequent queued period associated with the alternate transaction selection.
摘要翻译：提供了一种用于提供目标队列时间内容的系统，方法和软件。响应于来自呼叫中心的交易或信息的用户选择，优选地编译在所选择的交易与关于用户的一个或多个信息项之间匹配的内容。在用户等待与所选事务的事务代理或服务模块相关联的队列中的服务期间，将用户特定信息与所选事务相关联的匹配数据被呈现给用户消费和/或从其中进行选择。可以通过重复将用户特定信息与在备用事务选择中的一个或多个方面的重复进行增强，所述备选事务选择在与备用事务相关联的后续排队周期期间被编译并呈现给用户选择。

10. 发明申请

US20050055216A1 System and method for the automated collection of data for grammar creation 审中-公开
标题翻译：用于语法创建的数据的自动收集的系统和方法
公开(公告)号：US20050055216A1
公开(公告)日：2005-03-10
申请号：US10655437
申请日：2003-09-04
申请人： Robert Bushey , Benjamin Knott , Theodore Pasquale , Shannon Novak , John Elliott
发明人： Robert Bushey , Benjamin Knott , Theodore Pasquale , Shannon Novak , John Elliott
IPC分类号： G10L15/06 , G10L15/18 , G10L15/00
CPC分类号： G10L15/063 , G10L15/193
摘要： A system and method for automatically collecting data for grammar creation includes one or more receiving devices, a collection module, a speech recognition engine, and a routing module. The receiving device receives a plurality of inbound inquiries from customers while the collection module queries the customers for an opening statement including a customer task. The speech recognition engine recognizes the speech of the customers in the opening statements and analyzes the one or more recognized words in the speech of the customer. The routing module identifies the customer task from the recognized speech of the opening statement, determines the correct routing destination for the inbound inquiry based on the analysis of the recognized words, and automatically routes the inbound inquiry to the correct routing destination. The system and method further includes a tuning module that creates and modifies grammars that enable more accurate speech recognition.
摘要翻译：用于自动收集用于语法创建的数据的系统和方法包括一个或多个接收设备，收集模块，语音识别引擎和路由模块。接收设备从客户接收多个入站查询，而收集模块向客户询问包括客户任务的开放声明。语音识别引擎在开幕词中识别客户的演讲，并分析客户演讲中的一个或多个认可词。路由模块根据开放语句的识别语音识别客户任务，根据识别字的分析确定入站查询的正确路由目的地，并自动将入站查询路由到正确的路由目的地。该系统和方法还包括调整模块，其创建和修改能够进行更准确的语音识别的语法。

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