Patent application number | Description | Published |
20090022284 | Method and Apparatus for Distributed Interactive Voice Processing - A distributed interactive voice processing system is disclosed that distributes IVR capabilities to one or more agent terminals associated with a call center. One or more agent terminals support the traditional functions of a live agent, as well as additional IVR capabilities to support the functions of a virtual or automated agent. A call management system manages the distributed IVR resources by monitoring the availability status of the live and automated IVR agents in the distributed interactive voice processing system and distributing telephone calls and other types of communications to the appropriate agents. The availability status of the automated IVR agents is based on estimated available CPU cycles on the agent terminal. A received call is routed to the extension on the agent terminal associated with the selected IVR channel. A VXML process associated with the selected IVR channel obtains the appropriate application software from a central voiceXML application server and executes the VXML page(s) to play the appropriate prompts from the IVR script to the caller and to collect DTMF or speech recognized inputs from the caller. The distributed design allows centralized application management while using distributed resources to provide improved IVR availability. | 01-22-2009 |
20090027479 | Dynamic Visual Background For Call-Center Agents - A system is disclosed that enables a first call participant, such as an agent at a call center, to project a carefully-controlled appearance towards a second call participant, such as a customer calling for technical support, while on a video call. Using the real-time image of the first call participant while on a video call, as well as additional information, the system of the illustrative embodiment selects and superimposes a visual background that appears to the caller as being behind the agent. The visual background can be selected to cater towards what the caller expects or wants to see, or what the message is that the agent-represented business wants to convey. The system of the illustrative embodiment can dynamically change the visual background during a call or from one call to another, depending on factors related to the calling party, factors related to the called party, and so forth. | 01-29-2009 |
20090027484 | Call Resource Management Based on Calling-Party Disengagement from a Call - A system is disclosed that addresses a problem that can occur when a calling party of a video call withdraws from the call, but does not actually hang up. For example, after the calling party begins working through an interactive voice and video response (IVVR) session, the party might put his phone down, step away, drop the phone inadvertently, or otherwise disengage from the call without hanging up. In this event, the terminal itself is still connected to the call, so the call resource is tied up serving the terminal, even though the calling party has temporarily disengaged from the call. The system of the illustrative embodiment detects the disengagement of the party from the call and, as a result, suspends the use of the call resource that has been allocated for the call until the party re-engages with the call. | 01-29-2009 |
20090027485 | Automatic Monitoring of a Call Participant's Attentiveness - A system is disclosed that enables a first call participant, such as an agent at a call center, to receive feedback about his attentiveness towards a second call participant while on a video call. Using the real-time image of the first call participant while on a video call, as well as additional information, the system of the illustrative embodiment evaluates one or more facial characteristics of the first participant, such as eye gaze; accumulates a record of predetermined, attentiveness-related conditions having been met; and notifies the first participant, or some other person such as the participant's supervisor, of the participant's attentiveness patterns. | 01-29-2009 |
20090041212 | Interactive Voice Response System With Prioritized Call Monitoring - The present invention enables service agents in a call center to monitor portions of calls that are especially error-prone (e.g., automated speech recognition of an address, etc.), while portions of calls that are not error-prone occur without any human monitoring. An interactive voice response (IVR) system script (e.g., a VXML script, etc.) is divided into a plurality of independent dialog sequences, each of which is assigned a human-monitoring requirement that indicates whether (and optionally, to what degree) the dialog sequence requires monitoring by a service agent. In addition, instances of the dialog sequences in calls are prioritized based on an indication of caller intelligibility during (i) prior dialog sequences in the current call, and (ii) prior calls involving the same caller and/or the same contact identifier (e.g., telephone number, email address, Internet Protocol address, etc.). | 02-12-2009 |
20090060163 | Call Establishment in Call Centers Having Heterogeneous Terminals - A method of establishing calls with call centers that have heterogeneous hardware and software is disclosed. In particular, the data processing system for establishing a call selects one or more terminals for call based on the set of capabilities of the respective terminals and on the quality-of-service parameters that characterize the telecommunications channels connecting the terminals. | 03-05-2009 |
20090116635 | Handling of a Session Initiation Protocol-Capable Telecommunications Terminal that is Put on Hold - A method is disclosed that enables the proper treatment of a queued call by a call center, or other data-processing system capable of queuing calls, in which the calling terminal of the queued call has been put on hold by its user. The call center is able to detect the terminal being put on hold by monitoring for a SIP re-INVITE request, in which the session description signifies an on-hold condition. When it is determined that the calling terminal is on hold, the call center modifies its treatment of the queued call. For example, the call center might freeze the call's position in the queue until the calling party takes the phone off of hold. As another example, the call center might allow the call to work its way to the top of the queue, with the terminal on hold, and then maintain the call's position at the top of the queue until a service agent is available. | 05-07-2009 |
20090161859 | Method and Apparatus for Intelligent Processing of Suspend and Resume Operations in a Call Center - Methods and apparatus are provided for processing “on hold” commands in a call center. A communication dialog is processed by storing a checkpoint containing a context of the communication; monitoring the communication dialog for an “on-hold” condition; and suspending the communication dialog when the “on-hold” condition is detected The “on-hold” condition can be detected by monitoring telephony signaling. The communication dialog can optionally be returned to a restart point, such as a checkpoint, when the “on-hold” condition is detected. The communication dialog can be monitored for an “off-hold” condition and restarted from a checkpoint when the “off-hold” condition is detected. A resume context message can optionally be provided to the caller when the “off-hold” condition is detected. | 06-25-2009 |
20090185673 | Voice-Over-IP Call Recording in Call Centers - An apparatus and methods are disclosed for recording calls in a Voice over Internet Protocol (VoIP)-based call center. In accordance with the illustrative embodiment, one of a plurality of data-processing systems in the call center is selected for each call to decompress and decrypt the call's media stream(s). The selection criteria include the type of compression algorithm, the type of encryption scheme, the processing capabilities of the data-processing systems, the current processing load of the data-processing systems, and the available communication bandwidth into and out of the data-processing systems. The selected data-processing system is subsequently incorporated into the call path between the calling SIP endpoint and the call center SIP endpoint, if necessary, and for the duration of the call decompresses/decrypts the media stream(s), generates a copy of the decompressed/decrypted stream(s), and transmits the copied stream(s) to a recording device in the call center. | 07-23-2009 |
20100079256 | Monitoring Responsive Objects in Vehicles - A vehicle for carrying responsive objects is outfitted with a proxy for the responsive objects. The vehicle is also outfitted with a sensor that detects which responsive objects it is carrying and sensor that detect environmental conditions (e.g., temperature, humidity, barometric pressure, etc.) inside and outside of the vehicle. When an inquiry is directed to a responsive object in the vehicle, the proxy intercepts the inquiry and responds with the status of the vehicle. In accordance with the illustrative embodiment, the responsive objects use different protocols, and the proxy is multi-lingual in the sense that it can communicate with the inquirer with the same protocol that is used to communicate with the responsive object. In this way, the illustrative embodiment provides a mechanism for monitoring the location and condition of responsive without some of the costs and disadvantages for doing so in the prior art. | 04-01-2010 |
20100080368 | Determining a use context for a telecommunications terminal user - A technique is disclosed that addresses a problem in managing the correct context in which a telecommunications terminal is utilized by its user—that is, a work use context, a personal use context, and so forth. The disclosed technique enables the automated management of use contexts by a terminal on behalf of its user, across the possibly multiple terminals that are utilized by the user. Each terminal manages the use contexts by utilizing temporal-, schedule-, spatial-, and proximity-related information, in combination with the terminal's current and/or anticipated usage by the user, in order to establish a use context that is currently appropriate for that user at that terminal. As part of establishing a use context, the terminal makes available to its user a predetermined set of user interface properties and a predetermined set of user profile properties. Such properties can include contact lists, applications, server links, logins, and so forth. | 04-01-2010 |
20100082342 | Method of Retaining a Media Stream without Its Private Audio Content - A method is disclosed that enables the handling of audio streams for segments in the audio that might contain private information, in a way that is more straightforward than in some techniques in the prior art. The data-processing system of the illustrative embodiment receives a media stream that comprises an audio stream, possibly in addition to other types of media such as video. The audio stream comprises audio content, some of which can be private in nature. Once it receives the data, the data-processing system then analyzes the audio stream for private audio content by using one or more techniques that involve looking for private information as well as non-private information. As a result of the analysis, the data-processing system omits the private audio content from the resulting stream that contains the processed audio. | 04-01-2010 |
20100082479 | Proxy-based payment system for portable objects - A system is disclosed that features a transport vehicle that carries responsive objects, such as a truck hauling cargo units, in which the objects are equipped to provide payment information when queried. The transport vehicle is outfitted with a proxy that represents the responsive objects. The proxy is configured such that it is better able than the responsive objects to receive payment request signals from a querying device. The vehicle is also outfitted with i) sensors that detect the responsive objects and ii) sensors that detect state information of the vehicle, in which both sets of sensors provide information to the proxy. The object sensors are able to query each responsive object in the same way as the querying device would query those objects in the prior art. The proxy then responds to the query on behalf of the responsive objects. | 04-01-2010 |
20100082484 | Proxy-Based, Transaction Authorization System - A system is disclosed that features a transport vehicle in which a responsive object is present, such as a truck in which a cellphone is present, in which the object is equipped to provide location or other state information when queried. The transport vehicle is outfitted with a proxy that represents the responsive object. The proxy is configured such that it is better able than the responsive object to estimate the responsive object's location or state. The vehicle is also outfitted with i) sensors that detect the responsive object and ii) sensors that detect state information of the vehicle. The object sensors are able to query the object in the same way as the querying device would query that object in the prior art. Using information from the sensors, the proxy then responds to the query on behalf of the responsive object, and an authentication device processes the query. | 04-01-2010 |
20100145739 | Proxy-Based Reservation Scheduling System - A system is disclosed that features a transport vehicle that carries responsive objects in which the objects are equipped to provide state information about their states when queried. The transport vehicle is outfitted with a proxy that represents the responsive objects. The proxy is configured such that it is better able than the responsive objects to receive state query signals from a querying device. The vehicle is also outfitted with I) sensors that detect the responsive objects and ii) sensors that detect state information of the vehicle, in which both sets of sensors provide information to the proxy. The object sensors are able to detect the state of each responsive object or query the object about its state in the same way as the querying device would query those objects in the prior art. The proxy then responds to the query on behalf of the responsive objects. | 06-10-2010 |
20100303216 | Authenticating A User Based On The User's Ability To Distinguish Type-A From Type-B Sounds - A method of authentication is disclosed. When a user registers with an enterprise, the enterprise instructs the user to select sounds from a selection of sounds. Any sound that the user selects is designated as a “type-A” sound and any sound that is not so designated is deemed a “type-B” sound. To authenticate the user, the enterprise combines type-A sounds and type-B sounds into a temporal series of sounds and constructs questions about the series that can only be answered by someone who can recognize and distinguish type-A sounds from type-B sounds. The series of sounds and the questions are then transmitted to the user. If the user is able to answer the questions, then he or she is authenticated, and if not, then he or she is not authenticated. | 12-02-2010 |
20100303224 | Assisting Contact Center Agents and Customers - A method of receiving a call from a first caller that is requesting for assistance with a product. Once the call center receives the call, a call-processing switch routes the first caller to a first agent. Once the caller is routed to the first agent, a first message is transmitted to both the first caller's terminal and the first agent's terminal. After the first message is presented to the first caller and the first agent, the call-processing switch will monitor the communications stream for distress. During monitoring of the communications stream, the call-processing switch will estimate whether a level of distress is present in the communications stream. If it is estimated by the call-processing switch that there is distress present in the communications stream, the call-processing switch will transmit a second message to the first caller's terminal and the first agent's terminal. | 12-02-2010 |
20100322407 | Servicing Calls in Call Centers Based on Caller Geo-Location - Methods are disclosed for servicing incoming calls at a call center based on one or more of the following: the geo-locations of the calling telecommunications terminals; the direction of movement of the calling telecommunications terminals (e.g., north, south, toward a particular geo-location or area, away from a particular geo-location or area, etc.); the speed of movement of the calling telecommunications terminals; and the local time at the calling telecommunications terminal. For example, in accordance with the illustrative embodiments, a person who calls the Home Depot® call center from his or her cell phone while in a Home Depot® store might be given priority over another call that was received earlier but was not placed from a Home Depot® store. | 12-23-2010 |
20110066423 | Speech-Recognition System for Location-Aware Applications - An apparatus and associated methods are disclosed that enable a speech-recognition system to perform functions related to the geo-locations of wireless telecommunications terminal users. In accordance with the illustrative embodiment, a geo-spatial grammar is employed that comprises rules concerning the geo-locations of users, and a speech-recognition system uses the geo-spatial grammar to estimate the geo-locations of wireless telecommunications terminal users and generate actions in location-aware applications, in addition to its usual function of identifying words and phrases in spoken language. The present invention is advantageous in a variety of location-aware applications, such as interactive voice response (IVR) systems, voice-activated navigation systems, voice search, and voice dialing. | 03-17-2011 |
20110069828 | Dynamic IVR Dialog based on Analytics Data - A method comprising receiving, at a call-processing switch, a call from a calling entity in which the calling entity is a natural person and a telecommunications terminal, and, wherein the call received at the call-processing switch comprises (i) the identity of the caller telecommunications terminal, (ii) the identity of the caller, and (iii) the geo-location of the calling entity. Upon receiving the call, the call-processing switch identifies (i) global contextual information, (ii) contextual information at the calling entity, and (iii) contextual information at the call-processing switch, wherein the temporal order and the hierarchical order of menu items in a menu are reconfigured for presentation to the calling entity based on (i) the identity of the caller telecommunications terminal, (ii) the identity of the caller, (iii) the geo-location of the calling entity, (iv) global contextual information, (v) contextual information at the calling entity, and (vi) contextual information at the call-processing switch. | 03-24-2011 |
20110071889 | Location-Aware Retail Application - A method and apparatus are disclosed for potentially increasing sales of a retail organization using location-based technology. The illustrative embodiment comprises a location-aware application that can infer when a first customer is potentially interested in purchasing a particular item during a visit to a retail location, and can infer when there is a second customer at the retail location who is familiar with that item (e.g., a customer who previously purchased that item, etc.). When such a match occurs, the second customer is notified of the presence of the first customer, and of the first customer's potential interest in purchasing the item, and is encouraged to provide assistance to the first customer (e.g., discuss features of the item with the first customer, discuss advantages of the item in comparison to other items, etc.). | 03-24-2011 |
20110103567 | Customer Service Agent Assisted Social Networks - The present invention comprises a method for: (i) receiving information from a caller C | 05-05-2011 |
20110123015 | SOCIAL MEDIA LANGUAGE IDENTIFICATION AND ROUTING - A communication from a person in a first language is received at a contact center. A social network that the person frequents is searched to determine if the person can converse in a second language. The determination that the person can converse in the second language can be done through text analysis, voice analysis, picture analysis, video analysis, or different combinations of these. Based on the person being able to converse in the second language, the communication is routed differently within the contact center. | 05-26-2011 |
20110125550 | METHOD FOR DETERMINING CUSTOMER VALUE AND POTENTIAL FROM SOCIAL MEDIA AND OTHER PUBLIC DATA SOURCES - A system can determine the value of a customer that uses social media. An enterprise can provide an identity of a customer, identities of customers, or a profile of one or more customers. The enterprise can also provide one or more criteria in which to base the customer value calculation. The criteria can include the number of friends for a social media site, the number posts the user creates, the number of responses to the user's postings, the tenor of the user's postings, etc. Resources of information, including historic and current activity on social media sites, public resources, and other sources, are examined to provide a score for each criteria. A customer value score may then be generated from the criteria scores. The value score may then be used to modify the interactions of a contact center with the customer. | 05-26-2011 |
20110125580 | METHOD FOR DISCOVERING CUSTOMERS TO FILL AVAILABLE ENTERPRISE RESOURCES - The provided contact center can locate customers that may be willing to buy goods or services, wherein those goods or services may have shelve lives or pending disposal dates. A profile for a customer is created in a dialog data structure; the customer is a likely purchaser of the goods or services. Social media messages are analyzed to determine if a poster is of a type that would be willing to buy a certain product. If the social media user is such a type, the contact center can contact the social media user and offer the product or service to that customer. As such, the enterprise receives a service that quickly locates customers that may be willing to products and allows them to dispose of the products that have certain shelve lives. | 05-26-2011 |
20110125697 | SOCIAL MEDIA CONTACT CENTER DIALOG SYSTEM - A communication system for conducting an interaction with customers using social media is provided. The communication system can include a social media gateway and a dialog system. The social media gateway can receive messages from social media networks and translate those messages into a form readable and usable by the dialog system. The dialog system, in turn, accepts the social media messages and associates those messages with one or more dialog structures. A dialog structure includes a set of executable rules that allow the dialog system to automatically respond to the social media message or refer that message to an appropriate human agent. With the social media gateway and the dialog system, the communication system is operable to interact with customers across different social media networks. | 05-26-2011 |
20110125793 | METHOD FOR DETERMINING RESPONSE CHANNEL FOR A CONTACT CENTER FROM HISTORIC SOCIAL MEDIA POSTINGS - Some social networks provide message histories that record information about previous posts that users make to the social media network. From this information, a contact center determines trends in the usage of a social media network by a user. The contact center can mine the message history database for times, frequency of posts, location of the user during posts, and other information provided in the message histories. From this information or metadata about the messages, the contact center develops trends about the user's postings of messages on social media networks. The contact center can further receive subsequent posts and read metadata related to the subsequent posts. The new metadata can be used to modify the trends over time. | 05-26-2011 |
20110125826 | STALKING SOCIAL MEDIA USERS TO MAXIMIZE THE LIKELIHOOD OF IMMEDIATE ENGAGEMENT - Methods and the systems allow a contact center to determine the presence, in near real time, of a user on a social media network. The contact center can receive an identity for a user and associate the user identity with one or more other identities, such as, a screen name, an email, or some other identity that may be used on social media networks. The contact center may then review posts to several social media networks, by several people, to determine one of the posts includes an identity of the user. If one of the posts does include the identity of the user, then the contact center may quickly introduce a human agent to the user on that social media network. As such, by “stalking” the social media user, the contact center is able to engage the customer in near real time or real time communications over the social media network. | 05-26-2011 |
20110137931 | Search Strategy Capture and Retrieval Method - A system that improves searching based on a search term by first capturing successful search strategies and then offering them in the results of a subsequent search based on the same search term. In the illustrative embodiment of the present invention, a search engine collects successful search sequences based on a search term, a database stores the search sequences and then provides them to the search engine in response to subsequent uses of the search term. The search engine comprises a data capture mechanism that gives a searcher a way of indicating when a successful search has been completed. | 06-09-2011 |
20110276513 | METHOD OF AUTOMATIC CUSTOMER SATISFACTION MONITORING THROUGH SOCIAL MEDIA - Methods and systems provided herein provide an enterprise with the ability to conduct automated customer feedback surveys. In particular, customer interactions on social media channels are intelligently monitored, aggregated, filtered, and analyzed to determine a customer's response to a particular product or service. Since customers are more likely to be truthful regarding their reaction to a product or service on a neutral forum, such as a social media channel, more accurate customer feedback can be obtained in a less intrusive manner than has previously been available. | 11-10-2011 |
20110288897 | METHOD OF AGENT ASSISTED RESPONSE TO SOCIAL MEDIA INTERACTIONS - Methods and systems provided herein provide an enterprise with the ability to conduct quickly and consistently respond to social media work items and other work items. In particular, a collaboration tool is provided to agents which allows the agents to view historical responses of other agents that have been determined, by an automated agent, to be relevant to a newly received work item. The relevant historical responses can be used to service newly received work items as either a suggestion for responding or as a response template. Responses to work items are then archived with data which describes the nature of the response and the work item for which it was created. | 11-24-2011 |
20120218374 | SYSTEM AND METHOD FOR ASSURING QUALITY REAL-TIME COMMUNICATION EXPERIENCE IN VIRTUAL MACHINE - Method to provide SIP session management of a real-time communication to a softphone client in a virtual machine, including: accepting an invitation to join a SIP session; receiving, by a server-based softphone in the SIP session, a real-time communication that is encoded with at least one SIP session aspect; transmitting the real-time communication and the at least one SIP session aspect to a client-based softphone; and using the at least one SIP session aspect for SIP session management. | 08-30-2012 |
20120257518 | REAL-TIME PROBABILITY BASED CONTACT HANDLING TIME - Systems and methods are provided to estimate the amount of service time left in a contact with a contact center. A system records metadata factors associated with contacts and the service time for the contacts. This information is incorporated into one or more service time probability distributions. A service time probability distribution is a function describing how much time a contact, having certain, defined characteristics, took historically. The distribution can subsequently be used to estimate service time for future contacts that have the same or similar characteristics. | 10-11-2012 |
20120303659 | SOCIAL MEDIA IDENTITY DISCOVERY AND MAPPING - A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the private user data are correlated based on events, and a notification of the correlation is sent to an agent or a contact center system. The agent may verify that the identity of a poster has been accurately correlated with a customer record in the database. The agent or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site. | 11-29-2012 |
20130254170 | SOCIAL MEDIA IDENTITY DISCOVERY AND MAPPING FOR BANKING AND GOVERNMENT - A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the user account data and/or user data from public records are correlated based on keywords and/or events, and a notification of the correlation is sent to an agency, agent, or a contact center system. The agent or agency may verify that the identity of a poster has been accurately correlated with a customer record in the database or with user data from public records. The agent, the agency, or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site. | 09-26-2013 |
20140081636 | SYSTEM AND METHOD FOR DYNAMIC ASR BASED ON SOCIAL MEDIA - System and method to adjust an automatic speech recognition (ASR) engine, the method including: receiving social network information from a social network; data mining the social network information to extract one or more characteristics; inferring a trend from the extracted one or more characteristics; and adjusting the ASR engine based upon the inferred trend. Embodiments of the method may further include: receiving a speech signal from a user; and recognizing the speech signal by use of the adjusted ASR engine. Further embodiments of the method may further include: producing a list of candidate matching words; and ranking the list of candidate matching words by use of the inferred trend. | 03-20-2014 |
20140100848 | PHRASE SPOTTING SYSTEMS AND METHODS - Methods and systems for identifying specified phrases within audio streams are provided. More particularly, a phrase is specified. An audio stream is them monitored for the phrase. In response to determining that the audio stream contains the phrase, verification from a user that the phrase was in fact included in the audio stream is requested. If such verification is received, the portion of the audio stream including the phrase is recorded. The recorded phrase can then be applied to identify future instances of the phrase in monitored audio streams. | 04-10-2014 |
20140270145 | ANSWER BASED AGENT ROUTING AND DISPLAY METHOD - A system can determine a best routing of a customer contact based on analysis of one or more automatically generated answers. A customer may provide an inquiry through a social media contact. The contact center can analyze the inquiry to generate one or more automated answers. The system then analyzes the automated answers. The analysis may include studying various attributes of the answer, either in relation to the inquiry or based in historical data. From the analysis, the system can modify the answers and/or provide a different or improved pool of agents to handle the contact. Thus, an improved set of answers and agents is provided for managing the contact. | 09-18-2014 |
20140297764 | AUTOMATIC NEGATIVE QUESTION HANDLING - A contact center system can receive messages from social media sites or centers. The system can review long messages by identifying content in the long message with negative sentiment. The content with negative sentiment is further analyzed to determine whether the identified content is actionable. If the identified content is actionable, the communication system can automatically routed the long message to an agent for response. | 10-02-2014 |
20140301540 | DIALOG COMPATABILITY - A contact center system can receive messages from consumers. The system can then interact with the consumer or customer using a dialog. Before conducting the session with the consumer, past interactions using the dialog are reviewed to determine words, phrases, and other information that caused the dialog to be successful. The information is stored as norms. Upon beginning a new interaction with the dialog, the norms and the past successful dialogs are retrieved and compared to the active dialog while the interaction is on-going. The comparison is then used to ensure that the present active dialog will lead to a successful outcome or to resolve any issued if the outcome is not likely to be successful. | 10-09-2014 |
20140303981 | CROSS-LINGUAL SEEDING OF SENTIMENT - A contact center system can receive messages from social media sites or centers. The messages may be in a foreign language. The system can review messages by identifying content in the social media messages with negative/positive sentiment and then identify a seed term in the messages. A seed term can be a word in another language, different from the message body. The seed term is then used to find one or more other words, in the foreign language, that are correlated with the seed term. The identification of the found words in other messages can then be used to determine sentiment in the foreign language. | 10-09-2014 |
20140314226 | EXTERNAL CONTACT CENTER DATA COLLECTION AND MEASUREMENT - External queue monitoring of contact center queues is provided as a means that may better service the customer and measure service level objectives. External queue monitoring provides the opportunity for real-time monitoring of the queue and modification of contact center operations, such as devices routing queue members, in response to queuing or enqueued customers. | 10-23-2014 |
20140321633 | PRIORITIZATION AND TIME ALLOCATION BY CUSTOMER SERVICE AGENTS - A prioritization and time allocation by customer service is provided, whereby the customer service agents are incentivized to accept those tasks which more closely align with the objectives of a call center. Individual agents will then be able to pursue their own methodology to achieve their own goals and, in the process, pursue an objective of the contact center. | 10-30-2014 |
20150073774 | Automatic Domain Sentiment Expansion - Methods and systems for automatically extending a sentiment dictionary are provided. Starting with an initial set of elements (e.g., words, emoticons, etc.) having a known sentiment, messages can be analyzed for words frequently appearing in association with such words. As a result the frequently appearing words may then be associated with a sentiment and used to help determine the sentiment of a message. | 03-12-2015 |
20150073775 | UNSPOKEN SENTIMENT - The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message. | 03-12-2015 |