The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Oct. 07, 2008
Filed:
Jun. 04, 2003
Zor Gorelov, North Caldwell, NJ (US);
David Cuddihy, Brooklyn, NY (US);
Ruth Brown, New York, NY (US);
Zor Gorelov, North Caldwell, NJ (US);
David Cuddihy, Brooklyn, NY (US);
Ruth Brown, New York, NY (US);
Speechcyle, Inc., New York, NY (US);
Abstract
A Visual Knowledge Publisher (VKP) system provides a graphical user interface environment that acts as a development platform for authoring predetermined dialog text for servicing various customer products and services and a Customer Interaction Platform for managing the interactions between the customer and the system. The VKP creates and outputs an XML document, using a Support Incident Markup Language (SIML). Each SIML document contains the procedural flows of the system's interactions with a human and the presentation elements of those interactions that are necessary to resolve the problem, often by a variety of methods. In this manner using a SIML document as input, voice and website dialogs may be defined a priori for various common problems. These dialogs allow a caller to interactively step through a procedure to resolve the problem using multiple channels (such as phone, web and PDA).