Roy Jefferson Byrd

Title: Roy Jefferson Byrd: Innovator in Adaptive Interaction Logging

Introduction

Roy Jefferson Byrd is a notable inventor based in Ossining, NY (US), recognized for his contributions to the field of adaptive interaction logging. With a total of 13 patents to his name, Byrd has made significant advancements that enhance the efficiency of contact center operations.

Latest Patents

One of Byrd's latest patents is a system and method for automatically generating adaptive interaction logs from customer interaction text. This innovative system provides an adaptive interaction logging functionality that helps agents reduce the time spent documenting contact center interactions. The preferred embodiment of the system utilizes a pipeline that includes audio capture of telephone conversations, automatic speech transcription, text normalization, transcript generation, and candidate call log generation based on real-time and global models. The contact center agent can edit the candidate call log to create the final call log. The models are continuously updated based on user feedback, specifically the editing of the candidate call log by contact center agents or supervisors. This pipeline ultimately yields a candidate call log that agents can edit in less time than it would take to generate a call log manually.

Career Highlights

Throughout his career, Byrd has worked with prominent companies such as IBM and Nuance Communications, Inc. His experience in these organizations has contributed to his expertise in developing innovative solutions for the contact center industry.

Collaborations

Byrd has collaborated with talented individuals, including Youngja Park and Mary Susan Neff, who have contributed to his projects and innovations.

Conclusion

Roy Jefferson Byrd's work in adaptive interaction logging has significantly impacted the efficiency of contact center operations. His innovative patents and collaborations highlight his dedication to improving technology in this field.