Other

Convergys Customer Management Delaware LLC

Cordell Coy

Matthew John Yuschik

Jayant M Naik

Scott A Irwin

Stephen DeWayne Weagraff

Robert Birch

Dale R Peterson

Woosung Kim

Scot Cunningham

Joseph DiFonzo

Ajay Warrier

Michael Louis Nutter

Karthik Narayanaswami

Joseph Combs

A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation to live support if it appears necessary.

System and method for automated customer service with contingent live interaction

Training for a multimodal user interface may be organized into a plurality of modules. In embodiment, modules may include data corresponding to a 'Push to Talk' tool, a set of data corresponding to navigation through a graphic user interface via voice input, and a set of data corresponding to entering data into a graphic user interface via voice input. Such training may be implemented in a variety of manners, including those which utilize data stored on a computer readable medium. Also, the structure and content of training may be streamlined and directed towards teaching a user to operate a multimodal user interface in an adequate manner. The structure and content of training may be configured to work in conjunction with the operation of a multimodal user interface being used in a real-time setting.

Method and system for training users to utilize multimodal user interfaces

There is disclosed a system and method for monitoring and updating an interactive voice response system through the use of a human agent who reviews the responses provided by a computer system and makes recommendations which are then used as data for updating the interactive voice response system. There is further disclosed a user interface for allowing the human agent to review the responses provided by the computer system, and to provide alternate responses which could be implemented by the computer system.

Process for automated deployment of natural language

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Villa Hills, KY, United States of America

Cordell Coy