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1. 发明申请

US20100232595A1 System and Method for Speech-Enabled Call Routing 有权
标题翻译：支持语音的呼叫路由系统和方法
公开(公告)号：US20100232595A1
公开(公告)日：2010-09-16
申请号：US12787468
申请日：2010-05-26
申请人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
发明人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
IPC分类号： H04M3/00 , H04L12/66 , G10L15/26 , G06Q10/00
CPC分类号： H04M3/4936 , G10L15/26 , G10L19/0204 , G10L19/265 , H04M3/523 , H04M2201/60
摘要： A method includes receiving speech of a call from a caller at a processor of a call routing system. The method includes using the processor to determine a first call destination for the call based on the speech. The method includes using the processor to determine whether the caller is in compliance with at least one business rule related to an account of the caller. The method includes routing the call to the first call destination when the caller is in compliance with the at least one business rule and routing the call to a second call destination when the caller is not in compliance with the at least one business rule.
摘要翻译：一种方法包括在呼叫路由系统的处理器处从呼叫者接收呼叫的语音。该方法包括使用处理器基于语音来确定呼叫的第一呼叫目的地。该方法包括使用处理器来确定呼叫者是否符合与呼叫者的帐户相关的至少一个业务规则。该方法包括：当呼叫者符合至少一个业务规则时，当呼叫者不符合至少一个业务规则时，呼叫将呼叫路由到第二呼叫目的地，将呼叫路由到第一呼叫目的地。

2. 发明申请

US20100054449A1 System and Method of Determining Call Treatment of Repeat Calls 有权
标题翻译：确定重复呼叫呼叫处理的系统和方法
公开(公告)号：US20100054449A1
公开(公告)日：2010-03-04
申请号：US12616248
申请日：2009-11-11
申请人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
发明人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
IPC分类号： H04M3/00
CPC分类号： H04M3/5235 , G06Q20/10 , G06Q20/40 , H04M3/5232 , H04M2203/551
摘要： A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call. The method also includes determining whether the repeat call is to receive a first treatment type. The method further includes servicing the repeat call with the first treatment type when the repeat call is determined to receive the first treatment type. The method includes servicing the repeat call with a second treatment type when the repeat call is determined to not receive the first treatment type. The second treatment type includes providing access to a self-service automated system.
摘要翻译：公开了一种处理在呼叫中心接收的呼叫的方法和系统。该方法包括确定呼叫是重复呼叫。该方法还包括确定重复呼叫是否要接收第一治疗类型。该方法还包括当重复呼叫被确定为接收第一处理类型时，以第一处理类型来服务重复呼叫。该方法包括当重复呼叫被确定为不接收第一种治疗类型时，以第二种治疗类型服务重复呼叫。第二种处理类型包括提供对自助服务自动化系统的访问。

3. 发明授权

US07864942B2 System and method for routing calls 有权
标题翻译：用于路由呼叫的系统和方法
公开(公告)号：US07864942B2
公开(公告)日：2011-01-04
申请号：US11005498
申请日：2004-12-06
申请人： Benjamin Anthony Knott , Robert R. Bushey , Sarah Korth
发明人： Benjamin Anthony Knott , Robert R. Bushey , Sarah Korth
IPC分类号： H04M7/00 , H04M3/00 , H04M5/00 , H04M3/42 , H04M1/64
CPC分类号： H04M3/5166
摘要： A method and system of routing calls. In a particular embodiment, the method includes prompting a caller of a call for caller information with a first system. The first system has a first interface characteristic. The method further includes selecting a destination for the call based on the caller information. The destination has a second interface characteristic. The method also includes identifying a call interface characteristic change based on a difference between the first characteristic and the second characteristic, and advising the caller of the call interface characteristic change prior to routing the call.
摘要翻译：路由呼叫的方法和系统。在一个具体实施例中，该方法包括用第一系统提示主叫方呼叫呼叫者信息。第一系统具有第一接口特性。该方法还包括基于呼叫者信息来选择呼叫的目的地。目的地具有第二接口特性。该方法还包括基于第一特性和第二特性之间的差异来识别呼叫接口特性变化，以及在路由呼叫之前向呼叫者通知呼叫接口特性变化。

4. 发明授权

US07242751B2 System and method for speech recognition-enabled automatic call routing 有权
标题翻译：支持语音识别的自动呼叫路由系统和方法
公开(公告)号：US07242751B2
公开(公告)日：2007-07-10
申请号：US11005494
申请日：2004-12-06
申请人： Robert R. Bushey , Benjamin Anthony Knott , John Mills Martin , Sarah Korth
发明人： Robert R. Bushey , Benjamin Anthony Knott , John Mills Martin , Sarah Korth
IPC分类号： H04M1/64
CPC分类号： H04M3/5166 , G10L15/00 , H04M2201/40 , H04M2203/2011
摘要： A system and method are disclosed for processing a call by receiving caller input in a speech format and utilizing phonemes to convert the speech input into word strings. The word strings are then converted into at least one object and at least one action. A synonym table is utilized to determine actions and objects. Objects generally represent nouns and adjective-noun combinations while actions generally represent verbs and adverb-verb combinations. The synonym table stores natural language phrases and their relationship with actions and objects. The actions and objects are utilized to determine a routing destination utilizing a routing table. The call is routed based on the routing table.
摘要翻译：公开了一种通过以语音格式接收呼叫者输入并利用音素将语音输入转换成字串来处理呼叫的系统和方法。然后将字串转换成至少一个对象和至少一个动作。同义词表用于确定动作和对象。对象通常表示名词和形容词 - 组合，而动作通常表示动词和副词动词组合。同义词表存储自然语言短语及其与动作和对象的关系。使用动作和对象来确定使用路由表的路由目的地。呼叫根据路由表进行路由。

5. 发明授权

US08879714B2 System and method of determining call treatment of repeat calls 有权
标题翻译：确定重复呼叫呼叫处理的系统和方法
公开(公告)号：US08879714B2
公开(公告)日：2014-11-04
申请号：US13618819
申请日：2012-09-14
申请人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
发明人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
IPC分类号： H04M3/00 , H04L12/00 , G06F13/00 , G06Q20/40 , G06Q20/10 , H04M3/523
CPC分类号： H04M3/5235 , G06Q20/10 , G06Q20/40 , H04M3/5232 , H04M2203/551
摘要： A method is disclosed that includes retrieving first data associated with a call from an action-object table. The method further includes retrieving second data from a resolution table based on the first data. The second data indicates a treatment type to be provided to the call. The method further includes, in response to determining that the treatment type indicates a particular treatment type, servicing the call with the particular treatment type. The particular treatment type includes routing the call to a destination associated with a call center.
摘要翻译：公开了一种包括从动作对象表检索与呼叫相关联的第一数据的方法。该方法还包括基于第一数据从分辨率表检索第二数据。第二数据表示要提供给呼叫的治疗类型。该方法还包括响应于确定治疗类型指示特定治疗类型，以特定治疗类型为呼叫提供服务。特定处理类型包括将呼叫路由到与呼叫中心相关联的目的地。

6. 发明授权

US08619966B2 Call routing system and method of using the same 有权
标题翻译：呼叫路由系统及其使用方法
公开(公告)号：US08619966B2
公开(公告)日：2013-12-31
申请号：US13592531
申请日：2012-08-23
申请人： Robert R. Bushey , Sarah Korth , Benjamin Anthony Knott
发明人： Robert R. Bushey , Sarah Korth , Benjamin Anthony Knott
IPC分类号： H04M3/00 , H04M5/00 , H04M1/56 , H04M15/06
CPC分类号： H04M3/5166 , H04M3/42068 , H04M3/436 , H04M2203/2011
摘要： A method includes accessing information associated with a call at an attendant interaction module. The call is associated with a task. The information associated with the call includes a first action object identifier, a first result identifier, and a first reason identifier. The first action object identifier is associated with the task, the first result identifier indicates a status of the task, and the first reason identifier includes information related to the first result identifier. The method includes generating an attendant interaction signal subsequent to receiving the information associated with the call.
摘要翻译：一种方法包括在话务员交互模块处访问与呼叫相关联的信息。呼叫与任务相关联。与呼叫相关联的信息包括第一动作对象标识符，第一结果标识符和第一原因标识符。第一动作对象标识符与任务相关联，第一结果标识符指示任务的状态，第一原因标识符包括与第一结果标识符相关的信息。该方法包括在接收与呼叫相关联的信息之后产生伴随交互信号。

7. 发明申请

US20120321067A1 Call Routing System and Method of Using the Same 有权
标题翻译：呼叫路由系统及其使用方法
公开(公告)号：US20120321067A1
公开(公告)日：2012-12-20
申请号：US13592531
申请日：2012-08-23
申请人： Robert R. Bushey , Sarah Korth , Benjamin Anthony Knott
发明人： Robert R. Bushey , Sarah Korth , Benjamin Anthony Knott
IPC分类号： H04M3/00
CPC分类号： H04M3/5166 , H04M3/42068 , H04M3/436 , H04M2203/2011
摘要： A method includes accessing information associated with a call at an attendant interaction module. The call is associated with a task. The information associated with the call includes a first action object identifier, a first result identifier, and a first reason identifier. The first action object identifier is associated with the task, the first result identifier indicates a status of the task, and the first reason identifier includes information related to the first result identifier. The method includes generating an attendant interaction signal subsequent to receiving the information associated with the call.
摘要翻译：一种方法包括在话务员交互模块处访问与呼叫相关联的信息。呼叫与任务相关联。与呼叫相关联的信息包括第一动作对象标识符，第一结果标识符和第一原因标识符。第一动作对象标识符与任务相关联，第一结果标识符指示任务的状态，第一原因标识符包括与第一结果标识符相关的信息。该方法包括在接收与呼叫相关联的信息之后产生伴随交互信号。

8. 发明申请

US20100185443A1 System and Method for Processing Speech 有权
标题翻译：处理语音的系统和方法
公开(公告)号：US20100185443A1
公开(公告)日：2010-07-22
申请号：US12750792
申请日：2010-03-31
申请人： Robert R. Bushey , Benjamin Anthony Knott , John Mills Martin , Sarah Korth
发明人： Robert R. Bushey , Benjamin Anthony Knott , John Mills Martin , Sarah Korth
IPC分类号： G10L15/00 , G10L15/26 , G10L15/18 , H04M1/64
CPC分类号： H04M3/5166 , G10L15/00 , H04M2201/40 , H04M2203/2011
摘要： Systems and methods for processing speech are provided. A system may include a speech recognition interface and a processor. The processor may convert speech received from a call at the speech recognition interface to at least one word string. The processor may parse each word string of the at least one word string into first objects and first actions. The processor may access a synonym table to determine second objects and second actions based on the first objects and the first actions. The processor may also select a preferred object and a preferred action from the second objects and the second actions.
摘要翻译：提供了处理语音的系统和方法。系统可以包括语音识别接口和处理器。处理器可以将从语音识别接口处的呼叫接收的语音转换为至少一个字串。处理器可以将至少一个字串的每个字串解析为第一对象和第一动作。处理器可以访问同义词表以基于第一对象和第一动作来确定第二对象和第二动作。处理器还可以从第二对象和第二动作中选择优选对象和优选动作。

9. 发明授权

US07636432B2 System and method of determining call treatment of repeat calls 有权
标题翻译：确定重复呼叫呼叫处理的系统和方法
公开(公告)号：US07636432B2
公开(公告)日：2009-12-22
申请号：US11129051
申请日：2005-05-13
申请人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
发明人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
IPC分类号： H04M3/06
CPC分类号： H04M3/5235 , G06Q20/10 , G06Q20/40 , H04M3/5232 , H04M2203/551
摘要： A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call, determining whether the repeat call is to receive a first treatment type and servicing the repeat call with the first treatment type when the repeat call is determined to receive the first treatment type. The system includes an automated call processing system, a first computer readable memory including a repeat caller definition table, a second computer readable memory including a repeat caller action-object table, and a third computer readable memory including a special treatment resolution table. The automated call processing system has access to the repeat call definition table to identify a repeat call request and has access to the action-object table and the special treatment resolution table to determine whether the identified repeat call is to receive a first treatment type.
摘要翻译：公开了一种处理在呼叫中心接收的呼叫的方法和系统。所述方法包括确定所述呼叫是重复呼叫，当确定所述重复呼叫被接收到所述第一治疗类型时，确定所述重复呼叫是否要接收第一治疗类型并为所述第一治疗类型服务所述重复呼叫。该系统包括自动呼叫处理系统，包括重复呼叫者定义表的第一计算机可读存储器，包括重复呼叫者动作对象表的第二计算机可读存储器和包括特殊处理分辨率表的第三计算机可读存储器。自动呼叫处理系统可以访问重复呼叫定义表以识别重复呼叫请求，并且可以访问动作对象表和特殊治疗分辨率表以确定所识别的重复呼叫是否接收第一治疗类型。

10. 发明申请

US20130010947A1 System and Method of Determining Call Treatment of Repeat Calls 有权
标题翻译：确定重复呼叫呼叫处理的系统和方法
公开(公告)号：US20130010947A1
公开(公告)日：2013-01-10
申请号：US13618819
申请日：2012-09-14
申请人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
发明人： Robert R. Bushey , Benjamin Anthony Knott , Sarah Korth
IPC分类号： H04M3/00
CPC分类号： H04M3/5235 , G06Q20/10 , G06Q20/40 , H04M3/5232 , H04M2203/551
摘要： A method is disclosed that includes retrieving first data associated with a call from an action-object table. The method further includes retrieving second data from a resolution table based on the first data. The second data indicates a treatment type to be provided to the call. The method further includes, in response to determining that the treatment type indicates a particular treatment type, servicing the call with the particular treatment type. The particular treatment type includes routing the call to a destination associated with a call center.
摘要翻译：公开了一种包括从动作对象表检索与呼叫相关联的第一数据的方法。该方法还包括基于第一数据从分辨率表检索第二数据。第二数据表示要提供给呼叫的治疗类型。该方法还包括响应于确定治疗类型指示特定治疗类型，以特定治疗类型为呼叫提供服务。特定处理类型包括将呼叫路由到与呼叫中心相关联的目的地。

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