Glen A Taylor

Title: Glen A Taylor: Innovator in Interactive Voice Response Systems

Introduction

Glen A Taylor is a notable inventor based in Columbus, OH (US), recognized for his contributions to the field of interactive voice response (IVR) systems. With a total of 4 patents, Taylor has developed innovative solutions that enhance the efficiency and effectiveness of call center operations.

Latest Patents

Taylor's latest patents include two significant inventions focused on improving call monitoring in IVR systems. The first patent, titled "Interactive voice response system with prioritized call monitoring," allows service agents to monitor error-prone segments of calls while enabling non-problematic segments to proceed without human oversight. This invention divides the IVR script into independent dialog sequences, each with specific monitoring requirements based on caller intelligibility.

The second patent, "Interactive voice response system with partial human monitoring," similarly enables service agents to oversee critical portions of calls. This invention introduces a partial ordering of dialog sequences, allowing for flexibility in the IVR script's flow. Additionally, it packages dialog sequences requiring human review into agent-review tasks for efficient handling by available service agents.

Career Highlights

Throughout his career, Glen A Taylor has worked with prominent companies such as Avaya Inc. and Avaya Technology LLC. His experience in these organizations has contributed to his expertise in developing advanced IVR technologies.

Collaborations

Taylor has collaborated with notable colleagues, including George William Erhart and Valentine C Matula, further enriching his professional journey and innovation efforts.

Conclusion

Glen A Taylor's work in the field of interactive voice response systems showcases his commitment to enhancing call center operations through innovative technology. His patents reflect a deep understanding of user needs and the importance of efficient communication.