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US 2003/0229855 A1Published application
Visual knowledge publisher system
AssigneeSpeechcyle, Inc.
InventorsZor Gorelov, David Cuddihy, Ruth Brown
Life of this patent
Estimating the term…
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AssigneeSpeechcyle, Inc.
InventorsZor Gorelov, David Cuddihy, Ruth Brown
Estimating the term…
A Visual Knowledge Publisher (VKP) system provides a graphical user interface environment that acts as a development platform for authoring predetermined dialog text for servicing various customer products and services and a Customer Interaction Platform for managing the interactions between the customer and the system. The VKP creates and outputs an XML document, using a Support Incident Markup Language (SIML). Each SIML document contains the procedural flows of the system's interactions with a human and the presentation elements of those interactions that are necessary to resolve the problem, often by a variety of methods. In this manner using a SIML document as input, voice and website dialogs may be defined a priori for various common problems. These dialogs allow a caller to interactively step through a procedure to resolve the problem using multiple channels (such as phone, web and PDA).
A visual knowledge publisher system for developing and providing automated customer support processes, comprising:
A visual knowledge publisher system, comprising:
A method of developing and providing automated customer support processes using a visual knowledge publisher system, comprising the steps of:
Dependencies are inferred from the claim text.