Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-04-19
2005-04-19
Hong, Harry S. (Department: 2642)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S088180, C379S265060, C379S265070, C379S265080, C705S014270
Reexamination Certificate
active
06882723
ABSTRACT:
An automation benefit of an automated call processing center is quantified as saved agent-time by gathering event-sequence data for a plurality of calls received by the call processing center; calculating an amount of time a task would take if performed by an agent instead of by an automated unit, wherein the task is capable of being performed by the automated unit; examining the event-sequence data to determine whether the task, which is capable of being performed in the automated unit, actually was performed in the automated unit for the plurality of calls; determining an automation rate for the task by calculating what percentage of calls involving the task actually was performed by the automated unit; and calculating an automation benefit by multiplying the automation rate by an amount of agent-time saved by performing the task in the automated unit instead of by an agent, wherein the amount of agent-time saved corresponds to the amount of time the task would take if performed by an agent.
REFERENCES:
patent: 6046762 (2000-04-01), Sonesh et al.
patent: 6574605 (2003-06-01), Sanders et al.
patent: 6778643 (2004-08-01), Bushey et al.
patent: 6807274 (2004-10-01), Joseph et al.
patent: 6823054 (2004-11-01), Suhm et al.
U.S. Appl. No. 10/090,210, filed Mar. 4, 2002, Peterson et al., pending.
U.S. Appl. No. 10/090,579, filed Mar. 4, 2002, Peterson et al., pending.
U.S. Appl. No. 10/090,546, filed Mar. 4, 2002, Godfrey et al., pending.
U.S. Appl. No. 10/090,369, filed Mar. 4, 2002, Suhm et al., pending.
U.S. Appl. No. 10/090,264, filed Mar. 4, 2002, Peterson et al., pending.
U.S. Appl. No. 10/090,395, filed Mar. 4, 2002, Peterson et al., pending.
U.S. Appl. No. 10/090,234, filed Mar. 4, 2002, McCarthy et al., pending.
U.S. Appl. No. 10/090,522, filed Mar. 4, 2002, Peterson et al., pending.
U.S. Appl. No. 10/090,524, filed Mar. 4, 2002, Meteer et al., pending.
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.
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 Tests For The ARPA Spoken Language Program,” ARPA Workshop on Spoken Language Technology, 1994, Princeton, NJ.
K. Edwards et al., “Evaluating Commerical Speech Recognition and DTMF Technology for Automated Telephone Banking Services,” IEEE Colloquium on Advances in Interactive Voice Technologies for Telecommunication Services, 1997.
Peterson Patrick
Suhm Bernhard
Fitzpatrick ,Cella, Harper & Scinto
Hong Harry S.
Suchtya, Esq. Leonard C.
Verizon Corporate Services Group Inc.
Wall, Esq. Joel
LandOfFree
Apparatus and method for quantifying an automation benefit... 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 quantifying an automation benefit..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Apparatus and method for quantifying an automation benefit... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3413574