At&t Intellectual Property I, L.p.

At&t Knowledge Ventures, LP

Sbc Properties, L.p.

Sbc Technology Resources, Inc.

Sbc Knowledge Ventures, L.p.

Interactions Corporation

At&t Labs, Inc.

Other

Att Knowledge Ventures, L.p.

Chiharu Technologies LLC

At&t Knowlege Ventures, L.p.

Benjamin Anthony Knott

Robert Randal Bushey

John M Martin

Sarah Korth

Kurt M Joseph

Theodore B Pasquale

Scott H Mills

Philip Ted Kortum

Marc Goldstein

James W Miller

Douglas F Reynolds

Stephanie Andrews

Tracy Leigh Smart

Michael Sabourin

Carl Potvin

Bruce Edward Stuckman

Russell William White

Gregory Wesley Edwards

Michael F Grannan

David Patron

James Thomas Miller

Randolph G Bias

Julie A Idler

James T Miller

A system and method of targeted tuning of a speech recognition system are disclosed. A particular method includes detecting that a frequency of occurrence of a particular type of utterance satisfies a threshold. The method further includes tuning a speech recognition system with respect to the particular type of utterance.

System and method for targeted tuning of a speech recognition system

Systems and methods for processing audio are provided. The system may include a processor to convert an audio input received via a call to text. The processor may perform a comparison between a portion of the text to one or more phrases included in a table. The processor may also make a selection of at least one of a first object or a first action based on the comparison. The processor may further route the call based on the at least one of the first object or the first action.

System and method for processing speech

A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs.

Method for designing an automated speech recognition (ASR) interface for a customer call center

In a particular embodiment, a method includes determining, at a processor, a first destination based on a communication associated with a source, wherein an account is associated with the source. The method further includes determining a storage value associated with the account, wherein the storage value is associated with an amount of available storage associated with the account. The method further includes routing the communication based on a comparison of the storage value to a threshold.

System and method for speech-enabled call routing

A system, method and software for implementing an automated call routing application in a speech enabled call center environment are provided. In operation, the invention provides for the identification of a call center transaction selection from a natural language user utterance and the invocation of one or more scripts operable to route the user to a call center service agent configured to service the selected transaction. In the event a transaction selection cannot be readily identified or can only be partially identified, the invention provides for the initiation of a dialog module or script directed to eliciting a discernable transaction selection and/or the presentation of one or more menus from which the user may select an available call center transaction.

Method, system and software for implementing an automated call routing application in a speech enabled call center environment

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.

System and method of determining call treatment of repeat calls

In a particular embodiment, a method includes receiving a communication from a source. The communication is associated with an account of the source. The method further includes determining, at a processor, whether a time period satisfies a threshold time period. The time period is associated with a voice message box having a particular status. The method further includes routing the communication to a first destination based on a determination that the time period satisfies the threshold time period.

A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination.

System, method and software for a speech-enabled call routing application using an action-object matrix

A system and method for remote speech recognition includes one or more customer premise equipment, a speech engine, and a communication engine. The customer premise equipment interfaces with a host from which the customer premise equipment is remotely located. The speech engine, remotely located from the host, recognizes a plurality of speech spoken by a user of the customer premise equipment and translates the speech into the language of the host. The speech engine further converts the recognized speech into one or more text data packets where the text data packets include the recognized speech as data instead of voice. The communication engine encrypts the text data packets and transmits the text data packets to the host. Transmitting data instead of voice to the host reduces the computational demands on the host. Additionally, the communication engine receives a plurality of information from the host.

System and method for remote speech recognition

A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers' interaction with the customer service center and the customers' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.

System and method for automated customer feedback

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.

Call routing system and method of using the same

A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customers' selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer's interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.

Growing community of inventors

Round Rock, TX, United States of America

Benjamin Anthony Knott