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公开(公告)号：US09313332B1
公开(公告)日：2016-04-12
申请号：US14051901
申请日：2013-10-11
CPC分类号： H04M3/5141 , G06F19/00 , G06F21/32 , G06Q30/0201 , G10L17/24 , G16H10/60 , H04M3/5166 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M2201/40 , H04M2203/401 , H04M2203/551 , H04M2203/554
摘要： A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.
摘要翻译： 呼叫处理平台接收呼叫者对呼叫号码的呼叫，并且通过测量对应于呼叫者与交互式语音响应（IVR）模块之间的交互的数据点的子集来计算呼叫者的体验得分。 经验分数提供呼叫者在呼叫期间与IVR模块进行交互的满意程度的数值测量。 决定根据经验分数将呼叫路由到人类代理，呼叫处理平台访问与呼叫者过去的呼叫相对应的历史数据，并由人类代理接收，并获得与人类代理相关联的代理分数。 呼叫处理平台基于历史数据和代理分数中的一个或两个将呼叫者与呼叫中心的人员进行匹配，并将呼叫路由到人员代理。
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公开(公告)号：US20160094437A1
公开(公告)日：2016-03-31
申请号：US14501466
申请日：2014-09-30
申请人： VONAGE NETWORK LLC
发明人： Guy Bar On
IPC分类号： H04L12/725 , H04L12/741 , H04L29/06
CPC分类号： H04L45/306 , H04L45/74 , H04L65/1069 , H04M1/2535 , H04M1/57 , H04M3/42059 , H04M3/42263 , H04M2203/551 , H04M2250/60
摘要： Methods and systems for intelligent call routing are provided herein. In some embodiments, a method for intelligent call routing may include receiving a call request directed to a subscriber identifier associated with a plurality of devices, wherein the call request includes a caller identifier; determining one or more devices of the plurality of devices to which to route the call request based on a comparison of the caller identifier and address book information obtained from each of the plurality of devices; and routing the call to the one or more determined devices.
摘要翻译： 本文提供了智能呼叫路由的方法和系统。 在一些实施例中，用于智能呼叫路由的方法可以包括：接收针对与多个设备相关联的用户标识符的呼叫请求，其中所述呼叫请求包括主叫标识符; 基于从所述多个设备中的每一个获得的呼叫者标识符和地址簿信息的比较，确定用于路由呼叫请求的多个设备中的一个或多个设备; 以及将呼叫路由到所述一个或多个确定的设备。
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公开(公告)号：US20160088157A1
公开(公告)日：2016-03-24
申请号：US14964166
申请日：2015-12-09
发明人： Terry L. WALLS , Anuj BHALLA , Robert Wayne HONTS
CPC分类号： H04M3/5233 , H04M3/5175 , H04M3/5191 , H04M3/5231 , H04M2203/2088 , H04M2203/408 , H04M2203/551
摘要： According to an example, connections may be routed in a contact center by determining if a current connection from a customer terminal to the contact center is a repeat connection or a first connection. In response to determining that the connection is a repeat connection, the repeat connection is routed to an originating agent terminal when an originating agent is verified as employed, logged-in, and available. In response to determining that the connection is a first connection, the first connection is routed to a best available agent terminal.
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公开(公告)号：US09282126B1
公开(公告)日：2016-03-08
申请号：US14567859
申请日：2014-12-11
申请人： West Corporation
CPC分类号： H04L67/14 , G06F21/30 , G06Q30/04 , H04L29/06319 , H04L63/08 , H04L63/083 , H04L63/102 , H04L65/1069 , H04L65/1083 , H04L67/306 , H04M3/493 , H04M7/0024 , H04M2203/2038 , H04M2203/551
摘要： Certain aspects of the present disclosure relate to user access to an application service that references user account information and previous user action information. One example method may include receiving, via a receiver device, user input information to access an application, the user input information including at least one action request and authorizing the user to access the application. The method may also include storing the user input information as part of a contextual history information record in a database memory, generating a response message to the selected at least one action request based on the contextual history information, and forwarding the response message to the user via a transmitter device.
摘要翻译： 本公开的某些方面涉及用户对参考用户帐户信息和先前用户动作信息的应用服务的访问。 一个示例性方法可以包括经由接收机设备接收用户输入信息以访问应用，用户输入信息包括至少一个动作请求并授权用户访问应用。 该方法还可以包括将用户输入信息作为上下文历史信息记录的一部分存储在数据库存储器中，基于上下文历史信息生成对所选择的至少一个动作请求的响应消息，并将响应消息转发给用户 通过发射机设备。
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公开(公告)号：US09270826B2
公开(公告)日：2016-02-23
申请号：US14801545
申请日：2015-07-16
CPC分类号： H04M3/42221 , G10L15/265 , H04M3/5166 , H04M3/5232 , H04M3/5235 , H04M2203/407 , H04M2203/408 , H04M2203/551
摘要： A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer profile included in the stored historic data is based on one or more components of a customer's demographic identity. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.
摘要翻译： 提供了一种用于将电话通信自动路由到多个通信目的地地址中的至少一个的方法。 该方法由具有多个代码段的计算机可读介质来实现。 该方法包括接收客户标识符并与被配置为存储历史数据的客户历史数据库进行通信的步骤。 该方法还包括确定接收到的客户标识符是否对应于客户历史数据库中存储的客户标识符，其中包括在所存储的历史数据中的客户简档基于客户的人口统计特征的一个或多个组件。 基于所接收的客户标识符与所存储的客户标识符的比较来识别与存储的客户号码相对应的历史数据。 电话通信基于所识别的历史数据与预定的通信目的地相关联。 相关联的通信数据被发送到切换信号。
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公开(公告)号：US09270811B1
公开(公告)日：2016-02-23
申请号：US14494238
申请日：2014-09-23
发明人： Samuel Richard Atlas
CPC分类号： H04M1/72583 , H04M3/493 , H04M3/5166 , H04M2203/254 , H04M2203/551 , H04W4/12 , H04W4/16
摘要： Aspects of the disclosure provide replacement and/or augmentation of automated audio menus of automated communication platforms with interactive digital menus. A digital menu of options associated with an automated communication platform may be provided in response to a call from a communication device to the automated communication platform having an automated audio menu for interaction with such a platform. The digital menu can include options that correspond to options in the automated audio menu, and can be displayed at the communication device via interactive buttons or other actionable indicia. The digital menu also can include options representing shortcuts for specific responses to the automated communication platform and/or options for responses customized to the communication device and the automated communication platform. Shortcuts and/or customized options can be displayed at the communication device with indicia distinctive from other options corresponding to the automated audio menu.
摘要翻译： 本公开的方面提供了具有交互式数字菜单的自动化通信平台的自动音频菜单的替换和/或增强。 可以响应于从通信设备到具有用于与这样的平台交互的自动音频菜单的自动通信平台的呼叫来提供与自动通信平台相关联的选项的数字菜单。 数字菜单可以包括对应于自动音频菜单中的选项的选项，并且可以通过交互式按钮或其他可操作的标记在通信设备处显示。 数字菜单还可以包括表示针对自动通信平台的特定响应的快捷方式的选项和/或针对通信设备和自动通信平台定制的响应的选项。 快捷键和/或定制选项可以在具有与自动音频菜单对应的其他选项不同的标记的通信设备上显示。
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公开(公告)号：US09264542B2
公开(公告)日：2016-02-16
申请号：US13307839
申请日：2011-11-30
申请人： Ted Stine , Joseph Anthony Speeney
发明人： Ted Stine , Joseph Anthony Speeney
CPC分类号： H04M3/493 , H04L51/02 , H04L67/18 , H04L67/22 , H04L67/306 , H04M3/42068 , H04M3/42357 , H04M3/5166 , H04M3/5183 , H04M2203/357 , H04M2203/551 , H04M2203/555
摘要： Personalized communications services are provided when a communication from an initiating party is received at an interactive system. A computer of the interactive system automatically determines predictive information for the communication based on environmental data provided for the communication independent of information provided by the initiating party during the communication. A script for communicating with the initiating party is dynamically updated based on the predictive information. Communications with the initiating party are provided in accordance with the dynamically updated script.
摘要翻译： 当在交互式系统中接收到来自发起方的通信时，提供个性化通信服务。 交互式系统的计算机基于通信中提供的环境数据自动地确定用于通信的预测信息，独立于通信期间由发起方提供的信息。 基于预测信息动态地更新与发起方进行通信的脚本。 根据动态更新的脚本提供与发起方的通信。
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公开(公告)号：US09264285B2
公开(公告)日：2016-02-16
申请号：US14291963
申请日：2014-05-30
申请人： Hitachi, Ltd.
发明人： Shota Nakamura , Eri Kawai , Takuma Utsunomiya
CPC分类号： H04L29/06 , H04L29/08072 , H04L29/08108 , H04L29/08576 , H04L65/1073 , H04L65/1083 , H04M3/42059 , H04M3/42195 , H04M3/42221 , H04M3/4931 , H04M3/56 , H04M7/1205 , H04M2203/551 , H04M2207/18 , H04W4/02 , H04W4/16
摘要： A communication system and server includes a first memory for storing terminal information of a first terminal and a second terminal, a second memory for storing outgoing call history information of at least either the first terminal or the second terminal, a third memory for storing incoming call history information of at least either the first terminal or the second terminal; and a processing unit for reading out the information from the first memory to control at least either information of the second memory or the third memory in accordance with information contained in a notification from the communication device when setting the connection between at least either the first terminal or the second terminal and the communication device, therefore, two parties to be communicated with each other specify a connection terminal of a call source.
摘要翻译： 通信系统和服务器包括用于存储第一终端和第二终端的终端信息的第一存储器，用于存储至少第一终端或第二终端的呼出历史信息的第二存储器，用于存储来话呼叫的第三存储器 至少第一终端或第二终端的历史信息; 以及处理单元，用于根据来自通信设备的通知中包含的信息从第一存储器读出信息以控制第二存储器或第三存储器的至少一个信息，当设置至少第一终端 或第二终端和通信设备，因此要彼此通信的两方指定呼叫源的连接终端。
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公开(公告)号：US09247064B2
公开(公告)日：2016-01-26
申请号：US13940734
申请日：2013-07-12
发明人： Prashant B. Desai , Mayuresh Mohan Hegde , Parind S. Poi , Shawn J. Hadley , Paul V. Cunningham
CPC分类号： H04M3/5232 , H04M3/5238 , H04M2203/551
摘要： A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.
摘要翻译： 计算机设备可以包括被配置为从交互式语音响应系统接收来自路由呼叫的请求的逻辑; 获取与呼叫相关的信息; 并且获得与多个自动呼叫分配中心相关联的一个或多个度量。 逻辑可以被进一步配置为基于与呼叫相关联的信息来选择用于路由呼叫的规则; 并且基于所获得的与呼叫相关联的信息，并且基于所获得的一个或多个度量，基于所选择的规则为呼叫选择特定的自动呼叫分配中心。
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70.发明授权公开(公告)号：US09237232B1
公开(公告)日：2016-01-12
申请号：US14213507
申请日：2014-03-14
申请人： Verint Americas Inc.
CPC分类号： G10L17/06 , G10L17/005 , G10L17/04 , G10L25/51 , H04M3/42221 , H04M3/4936 , H04M3/5166 , H04M2201/41 , H04M2203/551 , H04M2203/6045 , H04M2203/6054
摘要： Systems and methods for analyzing digital recordings of the human voice in order to find characteristics unique to an individual. A biometrics engine may use an analytics service in a contact center to supply audio streams based on configured rules and providers for biometric detection. The analytics service may provide call audio data and attributes to connected engines based on a provider-set of selection rules. The connected providers send call audio data and attributes through the analytics service. The engines are notified when a new call is available for processing and can then retrieve chunks of audio data and call attributes by polling an analytics service interface. A mathematical model of the human vocal tract in the call audio data is created and/or matched against existing models. The result is analogous to a fingerprint, i.e., a pattern unique to an individual to within some level of probability.
摘要翻译： 用于分析人声的数字录音的系统和方法，以便发现个人独特的特征。 生物识别引擎可以使用联络中心中的分析服务来基于配置的规则和提供者提供用于生物特征检测的音频流。 分析服务可以基于选择规则的提供者集合来向所连接的引擎提供呼叫音频数据和属性。 连接的提供商通过分析服务发送呼叫音频数据和属性。 当新的呼叫可用于处理时，引擎被通知，然后可以通过轮询分析服务接口来检索音频数据块和呼叫属性块。 在呼叫音频数据中的人声道的数学模型被创建和/或与现有模型匹配。 结果类似于指纹，即，在某种概率水平内对于个人特有的模式。
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