At&t Intellectual Property I, LP

Sbc Technology Resources, Inc.

At&t Labs, Inc.

At&t Knowledge Ventures, LP

Sbc Properties, L.p.

Sbc Knowledge Ventures, L.p.

Interactions Corporation

Other

Sbc Services, Inc.

Att Knowledge Ventures, L.p.

Chiharu Technologies LLC

Pacific Bell Telephone

Robert Randal Bushey

Benjamin Anthony Knott

John M Martin

Sarah Korth

Kurt M Joseph

Theodore B Pasquale

Scott H Mills

Jennifer Mitchell Mauney

Philip Ted Kortum

Thomas Deelman

Hisao M Chang

Aaron Bangor

Gregory W Liddell

Marc Goldstein

James W Miller

Douglas F Reynolds

Stephanie Andrews

Michael Sabourin

Carl Potvin

Tracy Leigh Smart

Bruce Edward Stuckman

Russell William White

Michael F Grannan

David Patron

James Thomas Miller

Julie A Idler

Randolph G Bias

Yanira Marbella Bowen

Ruth Elaine Lawrence

Denise Quackenbush

Rachel Beth Simon

James T Miller

A computer-readable storage device storing instructions that, when executed by a processor, cause the processor to perform operations comprising receiving an indication of availability of status information and transferring a communication to a particular destination based on a reason for the communication corresponding to a query of the status information, where the communication is transferred to the particular destination in response to receiving the indication of availability of the status information.

System and method of automated order status retrieval

A system and method of targeted tuning of a speech recognition system are disclosed. A particular method includes detecting that a frequency of occurrence of a particular type of utterance satisfies a threshold. The method further includes tuning a speech recognition system with respect to the particular type of utterance.

System and method for targeted tuning of a speech recognition system

Systems and methods for processing audio are provided. The system may include a processor to convert an audio input received via a call to text. The processor may perform a comparison between a portion of the text to one or more phrases included in a table. The processor may also make a selection of at least one of a first object or a first action based on the comparison. The processor may further route the call based on the at least one of the first object or the first action.

System and method for processing speech

A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs.

Method for designing an automated speech recognition (ASR) interface for a customer call center

In a particular embodiment, a method includes determining, at a processor, a first destination based on a communication associated with a source, wherein an account is associated with the source. The method further includes determining a storage value associated with the account, wherein the storage value is associated with an amount of available storage associated with the account. The method further includes routing the communication based on a comparison of the storage value to a threshold.

System and method for speech-enabled call routing

A computer-readable storage device stores instructions that, when executed by a processor, cause the processor to perform operations including selectively transferring a call to equipment of a customer service agent based on an order status. The call is automatically transferred to the equipment of the customer service agent in response to receiving an indication that the order status is not locatable.

A system, method and software for implementing an automated call routing application in a speech enabled call center environment are provided. In operation, the invention provides for the identification of a call center transaction selection from a natural language user utterance and the invocation of one or more scripts operable to route the user to a call center service agent configured to service the selected transaction. In the event a transaction selection cannot be readily identified or can only be partially identified, the invention provides for the initiation of a dialog module or script directed to eliciting a discernable transaction selection and/or the presentation of one or more menus from which the user may select an available call center transaction.

Method, system and software for implementing an automated call routing application in a speech enabled call center environment

A method is disclosed that includes retrieving first data associated with a call from an action-object table. The method further includes retrieving second data from a resolution table based on the first data. The second data indicates a treatment type to be provided to the call. The method further includes, in response to determining that the treatment type indicates a particular treatment type, servicing the call with the particular treatment type. The particular treatment type includes routing the call to a destination associated with a call center.

System and method of determining call treatment of repeat calls

In a particular embodiment, a method includes receiving a communication from a source. The communication is associated with an account of the source. The method further includes determining, at a processor, whether a time period satisfies a threshold time period. The time period is associated with a voice message box having a particular status. The method further includes routing the communication to a first destination based on a determination that the time period satisfies the threshold time period.

A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination.

System, method and software for a speech-enabled call routing application using an action-object matrix

A computer-readable storage device stores instructions that, when executed by a processor, cause the processor to perform operations including prompting a caller during a call for an order identifier. The order identifier identifies a pending order. The operations also include prompting the caller to provide a reason for the call. The operations further include transferring the call to an automated check order status system in response to receiving an indication that the reason for the call is to obtain an order status associated with the pending order. The operations also include, in response to receiving an indication that the order status is not locatable, automatically transferring the call to a customer service agent.

A system and method for remote speech recognition includes one or more customer premise equipment, a speech engine, and a communication engine. The customer premise equipment interfaces with a host from which the customer premise equipment is remotely located. The speech engine, remotely located from the host, recognizes a plurality of speech spoken by a user of the customer premise equipment and translates the speech into the language of the host. The speech engine further converts the recognized speech into one or more text data packets where the text data packets include the recognized speech as data instead of voice. The communication engine encrypts the text data packets and transmits the text data packets to the host. Transmitting data instead of voice to the host reduces the computational demands on the host. Additionally, the communication engine receives a plurality of information from the host.

System and method for remote speech recognition

Growing community of inventors

Cedar Park, TX, United States of America

Robert Randal Bushey