Telephonic communications – Audio message storage – retrieval – or synthesis – Message signal analysis
Reexamination Certificate
2005-07-26
2005-07-26
Matar, Ahmad F. (Department: 2642)
Telephonic communications
Audio message storage, retrieval, or synthesis
Message signal analysis
C379S088180, C379S265020, C379S265060
Reexamination Certificate
active
06922466
ABSTRACT:
A system for assessing an automated call routing system's performance is structured to present a caller calling into the automated call routing system with a call that includes an interactive voice response (IVR) portion and, at an option of the caller, an caller/agent dialog portion. The system operates to monitor calls coming into the automated call routing system and to record end-to-end calls from among the calls coming into the automated call routing system. A sequence of events for the recorded calls is transcribed, including events occurring in the IVR portion and in the caller/agent dialog portion, to identify predetermined call events of interest. The transcribed calls are analyzed to infer a complete event sequence of each of the recorded calls. From the analysis, parameters are calculated corresponding to cost effectiveness and usability of the automated call routing system, based at least in part upon information obtained by the caller during the IVR portion.
REFERENCES:
patent: 5509064 (1996-04-01), Welner et al.
patent: 6058163 (2000-05-01), Pattison et al.
patent: 6714642 (2004-03-01), Dhir 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 Commerical Speech Recognition and DTMF Technology for Automated Telephone Banking Services,” IEEE Colloquium on Advances in Interactive Voice Technologies for Telecommunication Services, 1997.
Dick Peter
McCarthy Daniel
McHugh Patrick
Peterson Patrick
Suhm Bernhard
Al-Aubaidi Rasha S
Fitzpatrick, Cella et al.
Matar Ahmad F.
Suchtya, Esq. Leonard C.
Verizon Corporate Services Group Inc.
LandOfFree
System and method for assessing a call center does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with System and method for assessing a call center, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and System and method for assessing a call center will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3379197