公开(公告)号：CA2524591A1

公开(公告)日：2004-11-18

申请号：CA2524591

申请日：2004-05-05

Applicant: INTERACTIONS LLC

Inventor： CLORAN MICHAEL ERIC

IPC: G06Q10/00 ,  H04M3/493

Abstract: An interactive voice and data response system then directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks rather than one ongoing conversation. The router manages the interactions and keeps pace wit h a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterance or custom er text. The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.

公开(公告)号：AU2004237227A1

公开(公告)日：2004-11-18

申请号：AU2004237227

申请日：2004-05-05

Applicant: INTERACTIONS LLC

Inventor： CLORAN MICHAEL ERIC

IPC: G06Q10/00 ,  H04M11/00

Abstract: An interactive voice and data response system that directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks performed by a pool of human agents, rather than one ongoing conversation between the customer and a single agent. The router manages the interactions and keeps pace with a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterances or customer text, where the role of the human agent(s) is to input the intent of caller utterances, and where the computer system—not the human agent—determines which response to provide given the customer's stated intent (as interpreted/captured by the human agents). The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.

公开(公告)号：WO2004099934A2

公开(公告)日：2004-11-18

申请号：PCT/US2004013946

申请日：2004-05-05

Applicant: INTERACTIONS LLC ,  CLORAN MICHAEL ERIC

Inventor： CLORAN MICHAEL ERIC

IPC: G06Q10/00 ,  G06F

CPC classification number: H04M3/5166 ,  G06Q10/06311 ,  G06Q10/10 ,  G06Q20/24 ,  G06Q30/016 ,  G06Q30/02 ,  G10L15/00 ,  G10L21/00 ,  H04M3/493

Abstract: An interactive voice and data response system then directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks rather than one ongoing conversation. The router manages the interactions and keeps pace with a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterance or customer text. The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.

Abstract translation: 交互式语音和数据响应系统然后将输入引导到语音，文本和基于web的基于软件的路由器，该路由器能够通过利用人类代理，高级语音识别和专家系统的组合来智能地响应输入， 通过TCP / IP网络连接到路由器。 数字化输入被分解为组件，以便客户交互作为一系列小任务进行管理，而不是一个正在进行的对话。 路由器管理交互，并与实时对话保持同步。 该系统利用语音识别和人类智能来解释客户话语或客户文本。 该系统可以使用多于一个的人类代理人，或者人类代理人和语音识别软件，同时解释相同的组件以进行错误检查和解释精度。

公开(公告)号：EP1620777A4

公开(公告)日：2009-11-25

申请号：EP04751363

申请日：2004-05-05

Applicant: INTERACTIONS LLC

Inventor： CLORAN MICHAEL ERIC

IPC: G06F17/00 ,  G06F17/30 ,  G06N5/00 ,  G06Q10/00 ,  H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5166 ,  G06Q10/06311 ,  G06Q10/10 ,  G06Q20/24 ,  G06Q30/016 ,  G06Q30/02 ,  G10L15/00 ,  G10L21/00 ,  H04M3/493