Nuance Communications, Inc.

Persado Intellectual Property Limited

Bevocal, Inc.

Assaf Baciu

Kevin M Stone

David A Winarsky

Guy Stephane Krief

Sandeep M Bhojwani

Alexios Vratskides

Jayadev Billa

Hetal Pandya

Ori Einstein

Carl Mikael Berner

Panagiotis Angelopoulos

Avishalom Shalit

Ryan J Bush

Vipul Niranjan Vyas

Rui Miguel Forte

Michael G Linnert

David E Hartig

The present disclosure describes a system, method, and computer program for automatically predicting the emotion(s) to which a user is most likely to respond based on user characteristics and for tailoring a marketing message to a user based on the predicted emotion(s). A statistical model is created that predicts how a user with certain characteristics will respond to certain emotions. User characteristics are the input to the model, and, for each of a set of emotions, the output is the probability of a corresponding user responding to a message with the emotion. The statistical model is used to generate promotional messages that are tailored to each user based on the emotion to which the user is predicted to respond best, given the user's characteristics.

System, method, and computer program for providing an instance of a promotional message to a user based on a predicted emotional response corresponding to user characteristics

The disclosure is directed to a system, method, and computer program product for detecting and responding to changes in the performance of an ad. In a first phase, an expected performance value for an ad is calculated. In a second phase, the performance of the ad is monitored in intervals, wherein for each interval, the response rate of the ad during the interval is calculated and compared to the expected performance value, an upper performance limit, and a lower performance limit. The ad is replaced or the expected performance value is recalculated, depending on how the response rate compares to the expected performance value, the upper performance limit, and the lower performance limit.

System, method, and computer program product for monitoring and responding to the performance of an ad

A system and method is provided for recommending a grammar for a message campaign used by a message optimization system. A user specifies parameters for a new campaign, from which a set of statistical design budgets is calculated. The user selects a grammar structure, recommended based on the statistical design budgets, for the campaign. The n-most relevant past campaigns are identified. Semantic tags, associated with each previously used value from the n-most relevant past campaigns and each of a plurality of untested values, are identified and ranked based on past performance. The previously used values are ordered by ranked tag group and then within each tag group, while the untested values are ordered by ranked tag group and then randomly within the tag group. Recommended values are selected from the ranked list of previously used values and untested values depending on the degree of exploration/conservatism indicated by the user.

System and method for recommending a grammar for a message campaign used by a message optimization system

The present invention provides a system and method for optimizing a message. Components of a starting message are identified, and at least one rule is applied for modifying at least one message component to create at least one variation of the starting message. Message variants are tested by sending each variant to a sample of people and measuring a response rate for each sent message variant. The measured response rates are used to create an optimal version of the message. In one embodiment, message variants may be created and tested in multiple rounds.

Message optimization

The present invention provides a system, method and software application for enabling a customer service agent to efficiently communicate with users of a communication device. When a user enters speech input into his communication device, the speech is converted to text, and the text is displayed to the customer service agent on the agent's computer screen. Alternately, the user's speech input is provided to the customer service agent in the form of an audio file. The agent types a response, and the agent's response is provided to the user on the user's communication device. The agent's response may be converted to speech and played to the user, and/or the agent's response may be displayed as text on the display screen of the user's communication device.

System, method and software program for enabling communications between customer service agents and users of communication devices

A system, method, and computer program are provided for identifying message content to send to users based on the users' language characteristics. Language characteristics are extracted from user-generated content and language characteristic scores are assigned to each user. The users are clustered into groups using the language characteristic scores. The system sends test messages with different message content to at least a subset of each group's users and the response rates are measured. For each group, a message content to which the group is most responsive is identified and is associated with the group. Language characteristics from a new user's user-generated content are extracted and language characteristic scores are assigned to the new user. The group to which the new user belongs is identified using the new user's language characteristic scores. A message is sent to the new user with the message content previously associated with the identified group.

System, method, and computer program for identifying message content to send to users based on user language characteristics

A system, method and software application track call failures on a wireless phone. A software application on the phone monitors outbound calls made on the phone to determine whether or not a call fails. In one embodiment, such monitoring is done only for a select period of time (e.g., the initial few seconds when the phone is attempting to connect to a call to the wireless communication carrier's network), and, in an alternate embodiment, such monitoring is done for the duration of the call. If a call fails, the software application stores information related to the call. Examples of such types of information include the time the call failed, the location of the phone at call failure, and identification information for the phone. The stored call information is then sent to the wireless communication carrier to enable the carrier to assess network quality.

System, method, and software program product for tracking call failures on a wireless phone

The present invention provides a system, method and software application for associating one or more phone numbers with an action on a phone and performing an action on the phone in response to the user initiating a call to one of such phone numbers. Certain phone numbers are associated with an action. The user's phone, or a server with which the user's phone communicates, maintains a table of the phone numbers associated with an action, and each phone number in the table is related to an action. Software on the user's phone listens for call initiated by a user. When the user initiates a call, software on the phone 'intercepts' the call, and the phone (or a server with which the phone communicates) determines whether the call is to a phone number that is in the table. If the phone number is in the table, then it is associated with an action, and the user's phone performs that action at a time specified by instructions for such action. The action may be performed before, during, or after the call depending on the instructions associated with the call. Whether a call is placed to the original phone number ultimately depends on the action and the user's response to the action.

System and method for performing an action on a phone in response to a user initiating an outbound call to one or more select phone numbers

Self-service application and method facilitate the ability of a self-service system to resolve conflicts in an automated fashion. When a user 'opts-in' to a product offer presented to the user by the self-service system, the self-service system determines if the offered product conflicts with an existing product or characteristic associated with the user's account. If there is a conflict and the conflict can be better explained in another communication channel, the self-service system informs the user that there is a problem with the user purchasing the product, and offers to provide more information via a second communication channel. If the user accepts such offer, the self-service system begins communicating with the user about the conflict in the second communication channel. In one embodiment, in transitioning to the second communication channel, the self-service system maintains the user state information.

Self-service system and method for using multiple communication channels to communicate with a user regarding a conflict with a product

A system and method commoditize browsing time in a self-service store for a communication carrier. The method comprises communicating with a user, enabling the user to browse the store, tracking the amount of time the user spends browsing the store, calculating a charge, if any, for the amount of time the user spent browsing the store, and, if a charge is incurred, charging the user's account for such charge. In one embodiment, the self-service store is a voice store in which a user calls into the store. However, the invention is not limited to voice stores, and the invention could apply to stores accessed via text messaging, the web, etc. Communication with a user can be initiated by the user or by the self-service system.

Growing community of inventors

London, United Kingdom

Assaf Baciu