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US 2013/0096924 A1Published application
Apparatus and Method for Processing Service Interactions
AssigneeInteractions LLC
InventorMichael Eric Cloran
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AssigneeInteractions LLC
InventorMichael Eric Cloran
Estimating the term…
An interactive voice and data response system that directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router vis a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks performed by a pool of human agents, rather than one ongoing conversation between the customer and a single agent. The router manages the interactions and keeps pace with a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterances or customer text, where the role of the human agent(s) is to input the intent of caller utterances, and where the computer system—not the human agent—determines which response to provide given the customer's stated intent (as interpreted/captured by the human agents). The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.
A computer-implemented method for operating an interactive response system comprising:
The system of claim 6, wherein the multi-utterance transaction comprises audio.
The system of claim 6, wherein the multi-utterance transaction comprises video.
The system of claim 6, wherein the multi-utterance transaction comprises text.
The system of claim 6, wherein the programming instructions are further executable by the processor to accept data input from each intent analyst through the respective analyst user interface device, and where the data input characterizes the intent analyst's transcription of data expressed by the person in one of the utterance units.
A system for managing interactions with a person, comprising a processor and a memory in communication with the processor, the memory storing programming instructions executable by the processor to:
Dependencies are inferred from the claim text.