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:
Dec. 23, 2014
Filed:
Apr. 29, 2013
Applicant:
Convergys Customer Management Delaware Llc, Cincinnati, OH (US);
Inventor:
Dale R. Peterson, Cincinnati, OH (US);
Assignee:
Convergys Customer Management Delaware LLC, Cincinnati, OH (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
G06Q 30/00 (2012.01); G10L 15/06 (2013.01);
U.S. Cl.
CPC ...
G10L 15/063 (2013.01);
Abstract
There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.