Comverse, Inc.

Convergys Customer Management Delaware LLC

Convergys Cmg Utah Inc.

Other

Citibank, N.a.

Sbc Properties, L.p.

Matthew John Yuschik

Jayant M Naik

Woosung Kim

Dhananjay Bansal

Sunil Issar

Nancy Gardner

Kristie Goss

Scott A Irwin

Robert Birch

Stephen DeWayne Weagraff

Dale R Peterson

Cordell Coy

Joseph DiFonzo

Michael Louis Nutter

Chang-Quin Shu

Scot Cunningham

Ajay Warrier

Jeffrey James Meek

Chang-Qing Shu

Giridhar Narayanan

Thomas F Stevens

Mark H Nelson

Jiachun Zhang

Coy Cordell

Karthik Narayanaswami

Methods and systems for performing a pre-staged transaction, such as a cash withdrawal by a user or a user's surrogate, employ a host server that receives pre-staged ATM transaction data via a first communication channel from a user's mobile device and sends a first unique authentication token via a second communication channel to the user's mobile device processor. An ATM processor receives entry of a pre-staged ATM transaction request and the first unique authentication token and sends the entered pre-staged ATM transaction request and first unique authentication token to the host server for validation, which validates the received pre-staged ATM transaction input data and the entered first unique authentication token.

Systems and methods for pre-staging ATM transactions

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

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 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.

A comprehensive system is provided for designing a voice activated user interface (VA UI) having a semantic and syntactic structure adapted to the culture and conventions of spoken language for the intended users. The system poses, to at least one respondent, a hypothetical task to be performed; asks each of the at least one respondent for a word that the respondent would use to command the hypothetical task to be performed; receives, from each of the at least one respondent, a command word; develops a list of command words from the received command word; and rejects the received command word, if the received command word is acoustically similar to another word in the list of command words. The approach is general across languages and encompasses universal variables of language and culture. Also provided are prompting grammar and error handling methods adapted to such user interfaces.

System and method of developing automatic speech recognition vocabulary for voice activated services

A method and system for transmitting a facsimile message uses a public-switched telecommunications network, the public-switched telecommunication network having a messaging platform capable of storing a plurality of facsimile messages. The initiation of a telephone call to a destination is detected, the content of the call including the facsimile message. If the destination is available at a first time to receive a telephone call, the facsimile message is transmitted. The facsimile message is stored on the messaging platform only if the destination is unavailable at the first time. If the facsimile message was stored, the facsimile message is transmitted at a second time if the destination if the destination is available.

Method and telecommunications system for transmitting a facsimile message

A comprehensive system is provided for designing a voice activated user interface (VA UI) having a semantic and syntactic structure adapted to the culture and conventions of spoken language for the intended users. The system decouples the content dimension of speech (semantics) and the manner-of-speaking dimension (syntax) in a systematic way. By decoupling these dimensions, the VA UI can be optimized with respect to each dimension independently and jointly. The approach is general across languages and encompasses universal variables of language and culture. Also provided are voice activated user interfaces. Specifically, a prompting syntax is defined with syntax parameters (such as pace, pause duration, and prompt chunk size) initially determined from samples of dialogue in a conversational language of the target community, and is modified based on dialogue information from its members performing a posed task set by responding to test prompts with semantic and syntactic structures so adapted, as well as a prompting grammar and error handling methods adapted to such user interfaces.

Determining promoting syntax and parameters for language-oriented user interfaces for voice activated services

A comprehensive system is provided for designing a voice activated user interface (VA UI) having a semantic and syntactic structure adapted to the culture and conventions of spoken language for the intended users. The system decouples the content dimension of speech (semantics) and the manner-of-speaking dimension (syntax) in a systematic way. By decoupling these dimensions, the VA UI can be optimized with respect to each dimension independently and jointly. The approach is general across languages and encompasses universal variables of language and culture. Also provided are voice activated user interfaces with semantic and syntactic structures so adapted, as well as a prompting grammar and error handling methods adapted to such user interfaces.

Language-oriented user interfaces for voice activated services

Growing community of inventors

Cincinnati, OH, United States of America

Matthew John Yuschik