Convergys Cmg Utah Inc.

Nuance Communications, Inc.

Convergys Customer Management Delaware LLC

Convergys Customer Management Deleware LLC

Dhananjay Bansal

Nancy Gardner

Matthew John Yuschik

Jayant M Naik

Sunil Issar

Woosung Kim

John C Georgesen

James H Lythgoe

Scott D Spera

Kristie Goss

Michael Jack Newman

Paul Adrian Van Mulbregt

Chang-Quin Shu

Chang-Qing Shu

A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the customer service application.

System and method for improving tuning using user provided satisfaction scores

Methods and apparatus for unsupervised wakeup of a device including receiving a first acoustic event at a first time and a second acoustic event at a second time, wherein the first and second acoustic events have scores above a first threshold identifying the first and second acoustic events as wakeup candidates for a wakeup phrase for an unsupervised wakeup of a device. It can be determined that the first acoustic event score is below a second threshold, which is higher than the first threshold and whether a difference between the first and second times is within a range to check for correlation in time between the first and second acoustic events. Occurrence of a wakeup event can be determined based upon the first and second times.

Methods and apparatus for unsupervised wakeup with time-correlated acoustic events

Methods and apparatus for unsupervised wakeup of a device including receiving a first acoustic event at a first time and a second acoustic event at a second time, wherein scores of the first and second acoustic events are above a first threshold identifying the first and second acoustic events as wakeup candidates for a wakeup phrase for an unsupervised wakeup of a device. It is determined that the first acoustic event is above a second threshold, which is higher than the first threshold, and that the second acoustic event is above a third threshold, which is higher than the first threshold. Occurrence of a wakeup event can be determined based upon acoustic similarity of the events.

Methods and apparatus for unsupervised wakeup

Grammars for interactive voice response systems using natural language understanding can be created using information which is available on websites. These grammars can be created in automated manners and can have various tuning measures applied to obtain optimal results when deployed in a customer contact environment. These grammars can allow a variety of statements to be appropriately handled by the system.

Method and system for creating natural language understanding grammars

A system and method provide a way of improving customer satisfaction with an IVR by identifying tuning opportunities for applications of an IVR system based on customer satisfaction scores. The system and method compare portions of the IVR application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the IVR application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the IVR.

System and method for improving tuning using caller provided satisfaction scores

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Reston, VA, United States of America

Dhananjay Bansal