Microsoft Technology Licensing, LLC

[24]7.ai, Inc.

24/7 Customer, Inc.

Tellme Networks, Inc.

Michael Bodell

Robert L Chambers

Karen M Cross

Edward Mark Tecot

Nick Gedge

Daniel Frederick Penn

John Bain

Kunal Patel

Matthew Oshry

Jeremy C Waltmunson

Brandon William Porter

Michael H Kim

Daphne Huetu Luong

Patrick Nguyen

Faustinus K Gozali

Andrew Ho

Rod Philander

Corby Anderson

Annie Wong

Lisa Joy Stifelman

Matthew T Marx

Bill Sutton

Andrew Chang

Ravali Devarapalli

Vijay Kumar Jandhyala

Yellu Madhusudhan Reddy

Vedavyas Kadudas

Matt Oshry

Michael Kim

James Ming Li

John Philip Bandhauer

Input context for a statistical dialog manager may be provided. Upon receiving a spoken query from a user, the query may be categorized according to at least one context clue. The spoken query may then be converted to text according to a statistical dialog manager associated with the category of the query and a response to the spoken query may be provided to the user.

Using multiple modality input to feedback context for natural language understanding

A computer-implemented method and an apparatus reserve agents for enabling zero-waiting time agent interactions for customers requiring agent assistance. The method includes determining if a customer requires agent assistance. If it is determined that the customer requires agent assistance, then it is determined whether an agent associated with relevant skill is capable of being reserved for providing assistance to the customer. The determination of reservation of the agent is performed, at least in part, by generating a data structure representation. The agent is reserved for assisting the customer if it is determined that the agent is capable of being reserved for providing assistance to the customer. An offer for assistance is provisioned to the customer on at least one enterprise related interaction channel subsequent to the reservation of the agent. The reservation of the agent provides wait-less customer interaction with the agent upon customer acceptance of the offer.

Method and apparatus for reserving zero-wait time agent interactions

A computer-implemented method and an apparatus for facilitating stateless representation of interaction flow states associated with customer interactions includes effecting generation of a first uniform resource locator (URL) indicative of a textual input received from a customer during an online interaction. The first URL is configured to identify a state machine and a state within the state machine for facilitating processing of the textual input. An intention of the customer is predicted from the first URL using the state machine and the state within the state machine. At least one next action is determined based on the predicted intention. A second URL including a response to the textual input is generated. The response is determined based on the at least one next action. The second URL is configured to identify a next interaction state for the online interaction. The response is provisioned to the customer during the online interaction.

Method and apparatus for facilitating stateless representation of interaction flow states

A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.

Method and apparatus for diverting callers to web sessions

Techniques and systems to provide speech recognition services over a network using a standard interface are described. In an embodiment, a technique includes accepting a speech recognition request that includes at least audio input, via an application program interface (API). The speech recognition request may also include additional parameters. The technique further includes performing speech recognition on the audio according to the request and any specified parameters; and returning a speech recognition result as a hypertext protocol (HTTP) response. Other embodiments are described and claimed.

Techniques to provide a standard interface to a speech recognition platform

Method and apparatus for diverting callers to Web sessions

An interpreter program is described that may be loaded from an external resource when needed by a host. In one implementation, the interpreter program is written in a first language and is capable of interpreting a second language. A program, written in the second language, is provided as data to the interpreter program. The interpreter program may then execute the program.

Externally loaded browser interpreter for non-native language support

Declarative markup languages for speech applications such as VoiceXML are becoming more prevalent programming modalities for describing speech applications. Present declarative markup languages for speech applications model the running speech application as a state machine with the program specifying the transitions amongst the states. These languages can be extended to support a marker-semantic to more easily solve several problems that are otherwise not easily solved. In one embodiment, a partially overlapping target window is implemented using a mark semantic. Other uses include measurement of user listening time, detection and avoidance of errors, and better resumption of playback after a false barge in.

Handling of speech recognition in a declarative markup language

Growing community of inventors

Santa Clara, CA, United States of America

Michael Bodell