Telephonic communications – Diagnostic testing – malfunction indication – or electrical... – Monitoring
Reexamination Certificate
2006-02-21
2006-02-21
Taylor, Barry W. (Department: 2643)
Telephonic communications
Diagnostic testing, malfunction indication, or electrical...
Monitoring
C379S088180, C379S256000, C379S265060
Reexamination Certificate
active
07003079
ABSTRACT:
An apparatus and method for monitoring the performance of an interactive voice response (IVR) system used by an automated call processing center generates logs of call activity, determines routing information from the logs, notes predetermined significant activity in agent-caller dialog portions of calls routed to an agent in the logs, and determines at least one quantity correlated to a true intention of callers. A performance model of the IVR system is generated from the logs. The logs, the routing information, the quantity correlated to the true intention of the callers, and the performance model are analyzed to determine a performance value of the IVR system, which is used to monitor the IVR system.
REFERENCES:
patent: 5822401 (1998-10-01), Cave et al.
patent: 6606598 (2003-08-01), Holthouse et al.
patent: 6879685 (2005-04-01), Peterson et al.
D. Stallard, “Talk'N'Travel: A Conversational System for Air Travel Planning,” Applied Natural Language Processing ANLP 2000, Seattle, WA.
E. Levin et al., “CHRONUS, The Next Generation,” ARPA Workshop on Spoken Language Technology, 1995, Austin, TX.
C.H. Lee et al., “On Natural Language Call Routing,” Speech Communications, vol. 31, pp. 309-320, 2000.
H. Chang et al., “An Automated Performance Evaluation System For Speech Recognizers Used In The Telephone Network,” International Conference On World Prosperity Through Communications, 1989.
D.S. Pallett et al., “1993 Benchmark Test For The ARPA Spoken Language Program,” ARPA Workshop on Spoken Language Technology, 1994, Princeton, NJ.
K. Edwards et al., “Evaluating Commercial Speech Recognition and DTMF Technology for Automated Telephone Banking Services,” IEEE Colloquium on Advances in Interactive Voice Technologies for Telecommunication Services, 1997.
U.S. Appl. No. 10/090,205, Pending, Patrick Peterson et al.
U.S. Appl. No. 10/090,579, Pending, Patrick Peterson et al.
U.S. Appl. No. 10/090,546, Pending, Katherine Godfrey et al.
U.S. Appl. No. 10/090,369, Pending, Bernhard Suhm et al.
U.S. Appl. No. 10/090,264, Pending, Patrick Peterson et al.
U.S. Appl. No. 10/090,395, Pending, Patrick Peterson et al.
U.S. Appl. No. 10/090,210, Pending, Patrick Peterson et al.
U.S. Appl. No. 10/090.522, Pending, Patrick Peterson et al.
U.S. Appl. No. 10/090,524, Pending, Marie Meteer et al.
C.A. Kamm et al., Design and Evaluation of Spoken Dialog Systems, Proc. Of IEEE Workshop on Automatic Speech Recognition and Understanding, 1997 pp. 11-18.
Jeremy Peckham, A New Generation of Spoken Dialogue Systems: Results and Lessons from the Sundial Project, Proc. Of the 3rdEuropean Conference on Speech Communication and Technology, Berlin, Sep. 1993, pp. 33-40.
S. Bennacef et al., Dialog in the RailTel Telephone-Based System, Intl. Conf. On Speech and Language Processing, Philadelphia 1996, pp. 550-553.
M. Walker et al., PARADISE: A Framework for Evaluating Spoken Dialogue Agents, Proc. Of the 35thAnnual Meeting of The ACL and 8thEuropean Conf. Of the European Chapter of the ACL, Jul. 7-12, 1997, Madrid, pp. 271-280.
M. Cohen, Universal Commands for Telephony-Based Spoken Language Systems, Telephone Speech Standards Committee, Common Dialog Tasks Subcommittee, SIGCHI Bulletin, vol. 32, No. 2, Apr. 2000, pp. 25-29.
Bruce Balentine and David P. Morgan, How to Build a Speech Recognition Application, Enterprise Integration Group, Inc., San Ramon, CA, 1999.
McCarthy Daniel
Peterson Patrick
BBNT Solutions LLC
Taylor Barry W.
Verizon Corporate Services Group Inc.
LandOfFree
Apparatus and method for monitoring performance of an... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Apparatus and method for monitoring performance of an..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Apparatus and method for monitoring performance of an... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3636518