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1. 发明授权

US09807235B1 Utilizing predictive models to improve predictive dialer pacing capabilities 有权
公开(公告)号：US09807235B1
公开(公告)日：2017-10-31
申请号：US15625363
申请日：2017-06-16
申请人： Noble Systems Corporation
发明人： Patrick M. McDaniel , Shang Gao
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/523
CPC分类号： H04M3/5158 , H04M3/5238 , H04M2203/556
摘要： Various embodiments of the invention provide methods, systems, and computer-program products for pacing outbound calls placed by a predictive dialer in a contact center. Specifically, an ensemble made up of a global predictive model and a local predictive model is applied to each dialing record found in a plurality of dialing records to provide a probability of an outbound call placed to the dialing record resulting in a live connect. Accordingly, a call pacing hit ratio can then be calculated based on the probability for each of the dialing records and this call pacing hit ratio can be used by a predictive dialer in various embodiments to more accurately pace the placing of outbound calls then by using conventionally derived call pacing hit ratios.

2. 发明授权

US10891940B1 Optimization of speech analytics system recognition thresholds for target word identification in a contact center 有权
公开(公告)号：US10891940B1
公开(公告)日：2021-01-12
申请号：US16218552
申请日：2018-12-13
申请人： Noble Systems Corporation
发明人： Steven K. Mammen , Patrick M. McDaniel , Karl H. Koster
IPC分类号： G10L15/08 , G10L15/01 , G10L15/06
摘要： An approach for optimizing a confidence score threshold that is used to recognize a target word(s) in an audio source. A variety of potential instances of the target word can be detected and classified using an initial confidence score threshold value. Each potential instance of the target word is audibly reviewed and validated by a user. After a determination of the correctness of each potential instance's classification, a different confidence score threshold value can be used to produce an updated set of classification results without requiring the user to revalidate the results. By using a variety of confidence score threshold values to produce various sets of classification results, an optimized confidence threshold setting can be determined for the identified target word based on minimizing errors in the various results. This value can then be applied for future analysis of the target word in an audio source.

3. 发明申请

US20220013112A1 DETECTING NON-VERBAL, AUDIBLE COMMUNICATION CONVEYING MEANING 有权
公开(公告)号：US20220013112A1
公开(公告)日：2022-01-13
申请号：US17486454
申请日：2021-09-27
申请人： Noble Systems Corporation
发明人： Patrick M. McDaniel , Christopher S. Haggerty
IPC分类号： G10L15/18 , G10L25/63 , G10L15/02 , G10L15/16 , G10L15/04
摘要： Various embodiments of the invention provide methods, systems, and computer-program products for analyzing an audio to capture semantic and non-semantic characteristics of the audio and corresponding relationships between the semantic and non-semantic characteristics. In particular embodiments, the audio is segmented into a set of utterance segments containing a party speaking on the audio and a set of noise segments containing the party not speaking on the audio. The semantic and non-semantic characteristics are then captured for each of the utterance segments. Specifically, speech analytics is performed on each segment to identify the words spoken by the party in the segment as semantic characteristics. Further, laughter, emotion, and sentence boundary detection is performed on each segment to identify occurrences of such in the segment as non-semantic characteristics. Once identified for each segment, various embodiments of the invention involve constructing a transcript based on the identified semantic and non-semantic characteristics.

4. 发明申请

US20140200941A1 Fulfilling a Contact Center Agent Resource Deficiency 审中-公开
标题翻译：实现联络中心代理资源缺乏
公开(公告)号：US20140200941A1
公开(公告)日：2014-07-17
申请号：US13742024
申请日：2013-01-15
申请人： NOBLE SYSTEMS CORPORATION
发明人： Patrick M. McDaniel , Karl H. Koster
IPC分类号： G06Q10/06
CPC分类号： G06Q10/063116
摘要： A reserve agent management system allows users, such as contact center agents or administrators, to access and edit reserve schedules for agents. In various embodiments, a reserve schedule indicates times, called reserve times, during a particular agent's off-hours when the agent is willing to receive a recall invitation and potentially return to work. Thus, when a determination is made that additional agent resources are needed, agents having compatible reserve times are notified and invited to be recalled. Agents agreeing to be recalled are then scheduled to work at certain recall times to address the need for additional agent resources. In other embodiments, agents' break times may be shifted to potentially accommodate unexpected changes in required agent resources. Thus, in various embodiments, the reserve agent management system provides administrators and agents with flexibility in adapting agents' schedules to accommodate unplanned needs for agent resources.
摘要翻译：储备代理管理系统允许诸如联络中心代理或管理员之类的用户访问和编辑代理商的预约计划。在各种实施例中，在代理人愿意接收召回邀请并且可能返回工作时，保留计划指示在特定代理人的下班期间称为保留时间的时间。因此，当确定需要额外的代理资源时，通知具有兼容保留时间的代理并被邀请被调用。然后计划召回的代理人将在某些召回时间安排工作，以满足增加代理资源的需要。在其他实施例中，代理人的中断时间可能被转移以潜在地适应所需代理资源中的意外变化。因此，在各种实施例中，备用代理管理系统为管理员和代理提供了适应代理程序的灵活性，以适应代理资源的计划外需求。

5. 发明授权

US11132993B1 Detecting non-verbal, audible communication conveying meaning 有权
公开(公告)号：US11132993B1
公开(公告)日：2021-09-28
申请号：US16404851
申请日：2019-05-07
申请人： Noble Systems Corporation
发明人： Patrick M. McDaniel , Christopher S. Haggerty
IPC分类号： G10L25/63 , G10L15/18 , G10L15/02 , G10L15/16 , G10L15/04
摘要： Various embodiments of the invention provide methods, systems, and computer-program products for analyzing an audio to capture semantic and non-semantic characteristics of the audio and corresponding relationships between the semantic and non-semantic characteristics. In particular embodiments, the audio is segmented into a set of utterance segments containing a party speaking on the audio and a set of noise segments containing the party not speaking on the audio. The semantic and non-semantic characteristics are then captured for each of the utterance segments. Specifically, speech analytics is performed on each segment to identify the words spoken by the party in the segment as semantic characteristics. Further, laughter, emotion, and sentence boundary detection is performed on each segment to identify occurrences of such in the segment as non-semantic characteristics. Once identified for each segment, various embodiments of the invention involve constructing a transcript based on the identified semantic and non-semantic characteristics.

6. 发明授权

US09723144B1 Utilizing predictive models to improve predictive dialer pacing capabilities 有权
公开(公告)号：US09723144B1
公开(公告)日：2017-08-01
申请号：US15270425
申请日：2016-09-20
申请人： Noble Systems Corporation
发明人： Shang Gao , Patrick M. McDaniel
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/523
CPC分类号： H04M3/5158 , H04M3/5238 , H04M2203/556
摘要： Various embodiments of the invention provide methods, systems, and computer-program products for pacing outbound calls placed by a predictive dialer in a contact center. Specifically, an ensemble made up of a global predictive model and a local predictive model is applied to each dialing record found in a plurality of dialing records to provide a probability of an outbound call placed to the dialing record resulting in a live connect. Accordingly, a call pacing hit ratio can then be calculated based on the probability for each of the dialing records and this call pacing hit ratio can be used by a predictive dialer in various embodiments to more accurately pace the placing of outbound calls then by using conventionally derived call pacing hit ratios.

7. 发明授权

US09614960B1 Automatic calling list scheduler 有权
公开(公告)号：US09614960B1
公开(公告)日：2017-04-04
申请号：US15213555
申请日：2016-07-19
申请人： Noble Systems Corporation
发明人： Patrick M. McDaniel
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/22
CPC分类号： H04M3/5158 , H04M3/22 , H04M3/38 , H04M3/5175 , H04M3/5183 , H04M2203/2072
摘要： An automatic list scheduling (“ALS”) system monitors usage of calling lists by an administrator where the administrator terminates usage of a calling list based on various measured parameters. The ALS system is configure to learn the conditions associated with the measured parameters and, in one embodiment, recommends to the administrator when to terminate use of a current calling list in favor of another list. A learning mode gathers various samples of the measured parameters associated with calling lists, and analyzes the sample to determine a threshold value. Upon monitoring the measured values for subsequent usage of calling lists, the current measured parameters are compared to the threshold value to determine whether to generate a recommendation to the administrator. In one embodiment, the time zone of the called party and the applicable calling window is used to determine whether the current list can continued to be used.

8. 发明授权

US09426281B1 Automatic calling list scheduler 有权
标题翻译：自动呼叫列表调度程序
公开(公告)号：US09426281B1
公开(公告)日：2016-08-23
申请号：US14018809
申请日：2013-09-05
申请人： Noble Systems Corporation
发明人： Patrick M. McDaniel
IPC分类号： H04M3/00 , H04M5/00 , H04M3/22 , H04M3/51
CPC分类号： H04M3/5158 , H04M3/22 , H04M3/38 , H04M3/5175 , H04M3/5183 , H04M2203/2072
摘要： An automatic list scheduling (“ALS”) system monitors usage of calling lists by an administrator where the administrator terminates usage of a calling list based on various measured parameters. The ALS system is configure to learn the conditions associated with the measured parameters and, in one embodiment, recommends to the administrator when to terminate use of a current calling list in favor of another list. A learning mode gathers various samples of the measured parameters associated with calling lists, and analyzes the sample to determine a threshold value. Upon monitoring the measured values for subsequent usage of calling lists, the current measured parameters are compared to the threshold value to determine whether to generate a recommendation to the administrator. In one embodiment, the time zone of the called party and the applicable calling window is used to determine whether the current list can continued to be used.
摘要翻译：自动列表调度（“ALS”）系统监视管理员使用呼叫列表，管理员根据各种测量参数终止呼叫列表的使用。 ALS系统被配置为学习与测量参数相关联的条件，并且在一个实施例中，建议管理员何时终止使用当前呼叫列表以有利于另一个列表。学习模式收集与呼叫列表相关的测量参数的各种样本，并分析样本以确定阈值。在监视用于随后使用呼叫列表的测量值时，将当前测量的参数与阈值进行比较，以确定是否向管理员生成推荐。在一个实施例中，被叫方的时区和适用的呼叫窗口用于确定当前列表是否可以继续使用。

9. 发明授权

US09363378B1 Processing stored voice messages to identify non-semantic message characteristics 有权
标题翻译：处理存储的语音消息以识别非语义消息特征
公开(公告)号：US09363378B1
公开(公告)日：2016-06-07
申请号：US14219171
申请日：2014-03-19
申请人： Noble Systems Corporation
发明人： Patrick M. McDaniel , Karl H. Koster
IPC分类号： H04M1/64 , H04M3/533
CPC分类号： H04M3/533 , H04M3/53358 , H04M3/537 , H04M2201/40 , H04M2203/2038 , H04M2203/252
摘要： Various methods, systems, and computer-program products are provided for indicating a message characteristic indicator (“MCI”) in conjunction with a stored voice message. In various applications where voice messages may be received, a speech analytics system processes the voice message to ascertain a non-semantic speech-related characterization of the message. An indication of a corresponding MCI, such as an emoticon, is associated with the stored message, which can be used to display the corresponding MCI on a user interface. In one embodiment, the stored voice message is a voice mail message received in conjunction with a call to a wireless user. A voice mail storage system utilizes a speech analytics system to process the voice data and ascertain the non-semantic speech-related characterization of the message and a message is sent to the subscriber's mobile phone indicating the appropriate MCI to display in conjunction with the meta-data of the voice mail message.
摘要翻译：提供各种方法，系统和计算机程序产品，用于指示消息特征指示符（“MCI”）结合存储的语音消息。在可以接收语音消息的各种应用中，语音分析系统处理语音消息以确定消息的非语义语音相关表征。诸如表情符号的对应MCI的指示与存储的消息相关联，其可以用于在用户界面上显示相应的MCI。在一个实施例中，存储的语音消息是结合对无线用户的呼叫而接收到的语音邮件消息。语音邮件存储系统利用语音分析系统来处理语音数据并确定消息的非语义语音相关表征，并且将消息发送到用户的移动电话，指示适当的MCI结合元元素显示，语音邮件消息的数据。

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