Verizon Corporate Services Group Inc.

Bbnt Solutions Llc.

Oil States Industries Limited

Daniel Joseph McCarthy

Richard Madden

Gary L Thomas

Patrick Peterson

Premkumar Natarajan

Bernhard Suhm

Peter Dick

Patrick McHugh

Yvette Tenney

A variable reluctance load cell for measuring the static or slowly fluctuating load, or tension, on devices is contained in a support tube. A sensor in the tube utilizes opposing C and I shaped magnetic cores attached to opposing ends of the support tube. A magnetic circuit is formed having an inductance defined by the size of the gap between the magnetic cores with the reluctance dominated by the gap. The sensor inductance is coupled with a fixed, predetermined capacitance in a resonant LC circuit, and the resonant frequency is a function of the gap. The sensor is in a cavity within the tube, and the cavity is sealed in a manner that prevents water or other damaging agents from entering the sensor. In this manner, mounting the sensor and tube to a static device and measuring the AC voltage at the sensor, the amount of load, or stress can be determined.

Load measurement device

A method of training a natural language call routing system using an unsupervised trainer is provided. The unsupervised trainer is adapted to tune performance of the call routing system on the basis of feedback and new topic information. The method of training comprises: storing audio data from an incoming call as well as associated unique identifier information for the incoming call; applying a highly accurate speech recognizer to the audio data from the waveform database to produce a text transcription of the stored audio for the call; forwarding outputs of the second speech recognizer to a training database, the training database being adapted to store text transcripts from the second recognizer with respective unique call identifiers as well as topic data; for a call routed by the call router to an agent: entering a call topic determined by the agent into a form; and supplying the call topic information from the form to the training database together with the associated unique call identifier; and for a call routed to automated fulfillment: querying the caller regarding the true topic of the call; and adding this topic information, together with the associated unique call identifier, to the training database; and performing topic identification model training and statistical grammar model training on the basis of the topic information and transcription information stored in the training database.

Unsupervised training in natural language call routing

An apparatus and method for monitoring the performance of an interactive voice response (IVR) system used by an automated call processing center generates logs of call activity, determines routing information from the logs, notes predetermined significant activity in agent-caller dialog portions of calls routed to an agent in the logs, and determines at least one quantity correlated to a true intention of callers. A performance model of the IVR system is generated from the logs. The logs, the routing information, the quantity correlated to the true intention of the callers, and the performance model are analyzed to determine a performance value of the IVR system, which is used to monitor the IVR system.

Apparatus and method for monitoring performance of an automated response system

A system for assessing an automated call routing system's performance is structured to present a caller calling into the automated call routing system with a call that includes an interactive voice response (IVR) portion and, at an option of the caller, an caller/agent dialog portion. The system operates to monitor calls coming into the automated call routing system and to record end-to-end calls from among the calls coming into the automated call routing system. A sequence of events for the recorded calls is transcribed, including events occurring in the IVR portion and in the caller/agent dialog portion, to identify predetermined call events of interest. The transcribed calls are analyzed to infer a complete event sequence of each of the recorded calls. From the analysis, parameters are calculated corresponding to cost effectiveness and usability of the automated call routing system, based at least in part upon information obtained by the caller during the IVR portion.

System and method for assessing a call center

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Cambridge, MA, United States of America

Daniel Joseph McCarthy