ATE493730T1 - Konversationsmanagement - Google Patents

Konversationsmanagement

Info

Publication number
ATE493730T1
ATE493730T1 AT04710262T AT04710262T ATE493730T1 AT E493730 T1 ATE493730 T1 AT E493730T1 AT 04710262 T AT04710262 T AT 04710262T AT 04710262 T AT04710262 T AT 04710262T AT E493730 T1 ATE493730 T1 AT E493730T1
Authority
AT
Austria
Prior art keywords
conversation management
communication
representation
natural language
concept
Prior art date
Application number
AT04710262T
Other languages
English (en)
Inventor
Jeffrey Hill
Yuri Zieman
Original Assignee
Microsoft Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Microsoft Corp filed Critical Microsoft Corp
Application granted granted Critical
Publication of ATE493730T1 publication Critical patent/ATE493730T1/de

Links

Classifications

    • GPHYSICS
    • G10MUSICAL INSTRUMENTS; ACOUSTICS
    • G10LSPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00Speech recognition
    • G10L15/22Procedures used during a speech recognition process, e.g. man-machine dialogue
    • GPHYSICS
    • G10MUSICAL INSTRUMENTS; ACOUSTICS
    • G10LSPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00Speech recognition
    • G10L15/08Speech classification or search
    • G10L15/18Speech classification or search using natural language modelling
    • G10L15/1822Parsing for meaning understanding

Landscapes

  • Engineering & Computer Science (AREA)
  • Computational Linguistics (AREA)
  • Health & Medical Sciences (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Human Computer Interaction (AREA)
  • Physics & Mathematics (AREA)
  • Acoustics & Sound (AREA)
  • Multimedia (AREA)
  • Artificial Intelligence (AREA)
  • Machine Translation (AREA)
  • Telephonic Communication Services (AREA)
  • User Interface Of Digital Computer (AREA)
  • Supports For Pipes And Cables (AREA)
  • Materials For Medical Uses (AREA)
AT04710262T 2003-02-11 2004-02-11 Konversationsmanagement ATE493730T1 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US10/364,662 US20040162724A1 (en) 2003-02-11 2003-02-11 Management of conversations
PCT/US2004/004194 WO2004072926A2 (en) 2003-02-11 2004-02-11 Management of conversations

Publications (1)

Publication Number Publication Date
ATE493730T1 true ATE493730T1 (de) 2011-01-15

Family

ID=32849613

Family Applications (1)

Application Number Title Priority Date Filing Date
AT04710262T ATE493730T1 (de) 2003-02-11 2004-02-11 Konversationsmanagement

Country Status (5)

Country Link
US (2) US20040162724A1 (de)
EP (1) EP1602102B1 (de)
AT (1) ATE493730T1 (de)
DE (1) DE602004030769D1 (de)
WO (1) WO2004072926A2 (de)

Families Citing this family (245)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6480600B1 (en) 1997-02-10 2002-11-12 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
US6985943B2 (en) 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US7907598B2 (en) 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US6332154B2 (en) 1998-09-11 2001-12-18 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US7929978B2 (en) 1999-12-01 2011-04-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
EP2043326A3 (de) * 2002-02-14 2009-04-22 Avaya Technology Corp. Präsenzverfolgung und Namenraum-Verbindungstechniken
US7292689B2 (en) * 2002-03-15 2007-11-06 Intellisist, Inc. System and method for providing a message-based communications infrastructure for automated call center operation
US8170197B2 (en) 2002-03-15 2012-05-01 Intellisist, Inc. System and method for providing automated call center post-call processing
US7324640B2 (en) * 2002-03-15 2008-01-29 Rockwell Electronic Commerce Technologies Transaction outcome state mapping
US8068595B2 (en) 2002-03-15 2011-11-29 Intellisist, Inc. System and method for providing a multi-modal communications infrastructure for automated call center operation
US7657616B1 (en) 2002-06-10 2010-02-02 Quest Software, Inc. Automatic discovery of users associated with screen names
CA2488731A1 (en) 2002-06-10 2003-12-18 Akonix Systems, Inc. Systems and methods for a protocol gateway
US7428590B2 (en) * 2002-06-10 2008-09-23 Akonix Systems, Inc. Systems and methods for reflecting messages associated with a target protocol within a network
US7774832B2 (en) * 2002-06-10 2010-08-10 Quest Software, Inc. Systems and methods for implementing protocol enforcement rules
US7707401B2 (en) * 2002-06-10 2010-04-27 Quest Software, Inc. Systems and methods for a protocol gateway
US20080196099A1 (en) * 2002-06-10 2008-08-14 Akonix Systems, Inc. Systems and methods for detecting and blocking malicious content in instant messages
US7818565B2 (en) * 2002-06-10 2010-10-19 Quest Software, Inc. Systems and methods for implementing protocol enforcement rules
US7539086B2 (en) * 2002-10-23 2009-05-26 J2 Global Communications, Inc. System and method for the secure, real-time, high accuracy conversion of general-quality speech into text
CA2506781C (en) 2002-11-22 2011-02-15 Intellisist Llc System and method for providing multi-party message-based voice communications
US7474741B2 (en) * 2003-01-20 2009-01-06 Avaya Inc. Messaging advise in presence-aware networks
US7606714B2 (en) * 2003-02-11 2009-10-20 Microsoft Corporation Natural language classification within an automated response system
US8230112B2 (en) * 2003-03-27 2012-07-24 Siebel Systems, Inc. Dynamic support of multiple message formats
US8223944B2 (en) * 2003-05-05 2012-07-17 Interactions Corporation Conference call management system
US9710819B2 (en) * 2003-05-05 2017-07-18 Interactions Llc Real-time transcription system utilizing divided audio chunks
WO2004099934A2 (en) * 2003-05-05 2004-11-18 Interactions, Llc Apparatus and method for processing service interactions
US20050149630A1 (en) * 2003-06-27 2005-07-07 Brent Smolinski Context sensitive transfer with active listening and active alerts
US20050010416A1 (en) * 2003-07-09 2005-01-13 Gensym Corporation System and method for self management of health using natural language interface
US20050047394A1 (en) * 2003-08-28 2005-03-03 Jeff Hodson Automatic contact navigation system
US20050149855A1 (en) * 2003-10-21 2005-07-07 Loo Rose P. Graphical scratchpad
US7783513B2 (en) * 2003-10-22 2010-08-24 Intellisist, Inc. Business performance and customer care quality measurement
US20050114379A1 (en) * 2003-11-25 2005-05-26 Lee Howard M. Audio/video service quality analysis of customer/agent interaction
US9398152B2 (en) * 2004-02-25 2016-07-19 Avaya Inc. Using business rules for determining presence
US20050210394A1 (en) * 2004-03-16 2005-09-22 Crandall Evan S Method for providing concurrent audio-video and audio instant messaging sessions
US7933774B1 (en) * 2004-03-18 2011-04-26 At&T Intellectual Property Ii, L.P. System and method for automatic generation of a natural language understanding model
US8954325B1 (en) * 2004-03-22 2015-02-10 Rockstar Consortium Us Lp Speech recognition in automated information services systems
US7275049B2 (en) * 2004-06-16 2007-09-25 The Boeing Company Method for speech-based data retrieval on portable devices
CN102938803B (zh) * 2004-06-22 2015-10-28 语音信号技术公司 在移动装置上实现关于运营商业务的至少一个功能的方法
US7376227B2 (en) * 2004-08-03 2008-05-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center
US7580837B2 (en) 2004-08-12 2009-08-25 At&T Intellectual Property I, L.P. System and method for targeted tuning module of a speech recognition system
US8923838B1 (en) 2004-08-19 2014-12-30 Nuance Communications, Inc. System, method and computer program product for activating a cellular phone account
US8370323B2 (en) 2004-08-31 2013-02-05 Intel Corporation Providing information services related to multimodal inputs
US20070005490A1 (en) * 2004-08-31 2007-01-04 Gopalakrishnan Kumar C Methods and System for Distributed E-commerce
EP1810182A4 (de) * 2004-08-31 2010-07-07 Kumar Gopalakrishnan Verfahren und system zur bereitstellung von für visuelles abbilden relevanten informationsdiensten
US7873911B2 (en) * 2004-08-31 2011-01-18 Gopalakrishnan Kumar C Methods for providing information services related to visual imagery
US8949134B2 (en) * 2004-09-13 2015-02-03 Avaya Inc. Method and apparatus for recording/replaying application execution with recorded voice recognition utterances
US8498865B1 (en) * 2004-11-30 2013-07-30 Vocera Communications, Inc. Speech recognition system and method using group call statistics
US7457751B2 (en) * 2004-11-30 2008-11-25 Vocera Communications, Inc. System and method for improving recognition accuracy in speech recognition applications
US7864942B2 (en) * 2004-12-06 2011-01-04 At&T Intellectual Property I, L.P. System and method for routing calls
US7242751B2 (en) 2004-12-06 2007-07-10 Sbc Knowledge Ventures, L.P. System and method for speech recognition-enabled automatic call routing
KR100699330B1 (ko) * 2004-12-31 2007-03-23 에스케이 주식회사 실시간 스트리밍 전송 방법을 이용한 정보 제공 시스템 및그 방법
US7751551B2 (en) 2005-01-10 2010-07-06 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US7415413B2 (en) * 2005-03-29 2008-08-19 International Business Machines Corporation Methods for conveying synthetic speech style from a text-to-speech system
US7756878B2 (en) * 2005-03-31 2010-07-13 At&T Intellectual Property I, L.P. E-mail response system
US7995717B2 (en) 2005-05-18 2011-08-09 Mattersight Corporation Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto
US8094790B2 (en) 2005-05-18 2012-01-10 Mattersight Corporation Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center
US8094803B2 (en) 2005-05-18 2012-01-10 Mattersight Corporation Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto
US7657020B2 (en) 2005-06-03 2010-02-02 At&T Intellectual Property I, Lp Call routing system and method of using the same
US7853453B2 (en) * 2005-06-30 2010-12-14 Microsoft Corporation Analyzing dialog between a user and an interactive application
US20070006082A1 (en) * 2005-06-30 2007-01-04 Microsoft Corporation Speech application instrumentation and logging
US7873523B2 (en) * 2005-06-30 2011-01-18 Microsoft Corporation Computer implemented method of analyzing recognition results between a user and an interactive application utilizing inferred values instead of transcribed speech
US7647228B2 (en) * 2005-11-03 2010-01-12 Apptera, Inc. Method and apparatus for speech processing incorporating user intent
US7756981B2 (en) 2005-11-03 2010-07-13 Quest Software, Inc. Systems and methods for remote rogue protocol enforcement
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
FR2896603B1 (fr) * 2006-01-20 2008-05-02 Thales Sa Procede et dispositif pour extraire des informations et les transformer en donnees qualitatives d'un document textuel
WO2007088877A1 (ja) * 2006-01-31 2007-08-09 Honda Motor Co., Ltd. 会話システムおよび会話ソフトウェア
JP4197344B2 (ja) * 2006-02-20 2008-12-17 インターナショナル・ビジネス・マシーンズ・コーポレーション 音声対話システム
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system
US8225310B1 (en) 2006-03-30 2012-07-17 Emc Corporation Automatic detection and redistribution of content management code
US8751946B2 (en) * 2006-04-05 2014-06-10 International Business Machines Corporation Enhanced display of properties for a program object
US7716653B2 (en) * 2006-04-06 2010-05-11 International Business Machines Corporation Configurable importers and resource writers for converting data into another format
US8812556B2 (en) * 2006-04-06 2014-08-19 International Business Machines Corporation Storing modification data for recreating modifications
WO2007132690A1 (ja) * 2006-05-17 2007-11-22 Nec Corporation 音声データ要約再生装置、音声データ要約再生方法および音声データ要約再生用プログラム
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
US8370127B2 (en) * 2006-06-16 2013-02-05 Nuance Communications, Inc. Systems and methods for building asset based natural language call routing application with limited resources
US8131756B2 (en) * 2006-06-21 2012-03-06 Carus Alwin B Apparatus, system and method for developing tools to process natural language text
US7548895B2 (en) * 2006-06-30 2009-06-16 Microsoft Corporation Communication-prompted user assistance
US9094515B2 (en) 2006-08-04 2015-07-28 Newvoicemedia Limited Method and apparatus for using a search engine advantageously within a contact center system
US8363807B2 (en) 2006-09-28 2013-01-29 Nuance Communications, Inc. System and method for performing an action on a phone in response to a user initiating an outbound call to one or more select phone numbers
US7752043B2 (en) 2006-09-29 2010-07-06 Verint Americas Inc. Multi-pass speech analytics
US10447857B2 (en) 2006-10-03 2019-10-15 Newvoicemedia Limited Method and apparatus for operating a contact center system
US20080091423A1 (en) * 2006-10-13 2008-04-17 Shourya Roy Generation of domain models from noisy transcriptions
US8060390B1 (en) * 2006-11-24 2011-11-15 Voices Heard Media, Inc. Computer based method for generating representative questions from an audience
KR100916717B1 (ko) * 2006-12-11 2009-09-09 강민수 플레이 되고 있는 동영상 내용 맞춤형 광고 콘텐츠 제공방법 및 그 시스템
US20080154579A1 (en) * 2006-12-21 2008-06-26 Krishna Kummamuru Method of analyzing conversational transcripts
US8150003B1 (en) 2007-01-23 2012-04-03 Avaya Inc. Caller initiated undivert from voicemail
CN101242452B (zh) * 2007-02-05 2013-01-23 国际商业机器公司 用于自动生成声音文档以及提供声音文档的方法和***
JP4810469B2 (ja) * 2007-03-02 2011-11-09 株式会社東芝 検索支援装置、プログラム及び検索支援システム
US8718262B2 (en) 2007-03-30 2014-05-06 Mattersight Corporation Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication
US7869586B2 (en) 2007-03-30 2011-01-11 Eloyalty Corporation Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics
US8023639B2 (en) 2007-03-30 2011-09-20 Mattersight Corporation Method and system determining the complexity of a telephonic communication received by a contact center
US20080255835A1 (en) * 2007-04-10 2008-10-16 Microsoft Corporation User directed adaptation of spoken language grammer
US8396713B2 (en) * 2007-04-30 2013-03-12 Nuance Communications, Inc. Method and system for using a statistical language model and an action classifier in parallel with grammar for better handling of out-of-grammar utterances
US10671600B1 (en) 2007-07-24 2020-06-02 Avaya Inc. Communications-enabled dynamic social network routing utilizing presence
US8260619B1 (en) 2008-08-22 2012-09-04 Convergys Cmg Utah, Inc. Method and system for creating natural language understanding grammars
US10419611B2 (en) 2007-09-28 2019-09-17 Mattersight Corporation System and methods for determining trends in electronic communications
US9386154B2 (en) * 2007-12-21 2016-07-05 Nuance Communications, Inc. System, method and software program for enabling communications between customer service agents and users of communication devices
US9092733B2 (en) 2007-12-28 2015-07-28 Genesys Telecommunications Laboratories, Inc. Recursive adaptive interaction management system
US10176827B2 (en) 2008-01-15 2019-01-08 Verint Americas Inc. Active lab
US8402046B2 (en) * 2008-02-28 2013-03-19 Raytheon Company Conceptual reverse query expander
AU2009231676B2 (en) 2008-04-02 2013-10-03 Twilio Inc. System and method for processing telephony sessions
WO2009146238A1 (en) * 2008-05-01 2009-12-03 Chacha Search, Inc. Method and system for improvement of request processing
WO2009146327A1 (en) * 2008-05-27 2009-12-03 Chacha Search, Inc. Method and system of improving selection of search results
US8285550B2 (en) * 2008-09-09 2012-10-09 Industrial Technology Research Institute Method and system for generating dialogue managers with diversified dialogue acts
US8615512B2 (en) * 2008-09-30 2013-12-24 Yahoo! Inc. Guiding user moderation by confidence levels
US8644488B2 (en) 2008-10-27 2014-02-04 Nuance Communications, Inc. System and method for automatically generating adaptive interaction logs from customer interaction text
US10489434B2 (en) * 2008-12-12 2019-11-26 Verint Americas Inc. Leveraging concepts with information retrieval techniques and knowledge bases
WO2010078614A1 (en) * 2009-01-08 2010-07-15 Relevancenow Pty Limited Chatbots
US8417523B2 (en) * 2009-02-03 2013-04-09 SoftHUS Sp z.o.o Systems and methods for interactively accessing hosted services using voice communications
FR2943159B1 (fr) * 2009-03-16 2016-10-21 Alcatel Lucent Procede d'assistance a un operateur d'un centre d'appels
US8719016B1 (en) 2009-04-07 2014-05-06 Verint Americas Inc. Speech analytics system and system and method for determining structured speech
US8543401B2 (en) * 2009-04-17 2013-09-24 Synchronoss Technologies System and method for improving performance of semantic classifiers in spoken dialog systems
US8370155B2 (en) * 2009-04-23 2013-02-05 International Business Machines Corporation System and method for real time support for agents in contact center environments
US8331919B1 (en) 2009-04-24 2012-12-11 Nuance Communications, Inc. System, method, and software program product for tracking call failures on a wireless phone
US8943094B2 (en) * 2009-09-22 2015-01-27 Next It Corporation Apparatus, system, and method for natural language processing
US8301581B2 (en) 2009-09-24 2012-10-30 Avaya Inc. Group compositing algorithms for presence
WO2011066343A2 (en) * 2009-11-24 2011-06-03 Next Holdings Limited Methods and apparatus for gesture recognition mode control
US9116884B2 (en) * 2009-12-04 2015-08-25 Intellisist, Inc. System and method for converting a message via a posting converter
US9148353B1 (en) * 2010-04-29 2015-09-29 Symantec Corporation Systems and methods for correlating computing problems referenced in social-network communications with events potentially responsible for the same
CN102262622A (zh) * 2010-05-31 2011-11-30 国际商业机器公司 文档处理、模板生成及概念库生成方法和装置
US20110307258A1 (en) * 2010-06-10 2011-12-15 Nice Systems Ltd. Real-time application of interaction anlytics
US8391464B1 (en) 2010-06-24 2013-03-05 Nuance Communications, Inc. Customer service system, method, and software program product for responding to queries using natural language understanding
US8762939B1 (en) 2010-07-02 2014-06-24 Nuance Communications, Inc. System and method for displaying key performance indicators in an application design tool
US9767221B2 (en) * 2010-10-08 2017-09-19 At&T Intellectual Property I, L.P. User profile and its location in a clustered profile landscape
US9122744B2 (en) 2010-10-11 2015-09-01 Next It Corporation System and method for providing distributed intelligent assistance
US8666726B2 (en) * 2010-12-21 2014-03-04 Nuance Communications, Inc. Sample clustering to reduce manual transcriptions in speech recognition system
US9472185B1 (en) 2011-01-05 2016-10-18 Interactions Llc Automated recognition system for natural language understanding
US8560321B1 (en) 2011-01-05 2013-10-15 Interactions Corportion Automated speech recognition system for natural language understanding
US9245525B2 (en) 2011-01-05 2016-01-26 Interactions Llc Automated speech recognition proxy system for natural language understanding
US8484031B1 (en) 2011-01-05 2013-07-09 Interactions Corporation Automated speech recognition proxy system for natural language understanding
US20120290509A1 (en) * 2011-05-13 2012-11-15 Microsoft Corporation Training Statistical Dialog Managers in Spoken Dialog Systems With Web Data
US8923501B2 (en) * 2011-07-29 2014-12-30 Avaya Inc. Method and system for managing contacts in a contact center
US8601030B2 (en) * 2011-09-09 2013-12-03 International Business Machines Corporation Method for a natural language question-answering system to complement decision-support in a real-time command center
US9711137B2 (en) 2011-11-10 2017-07-18 At&T Intellectual Property I, Lp Network-based background expert
US9117194B2 (en) 2011-12-06 2015-08-25 Nuance Communications, Inc. Method and apparatus for operating a frequently asked questions (FAQ)-based system
US9082403B2 (en) 2011-12-15 2015-07-14 Microsoft Technology Licensing, Llc Spoken utterance classification training for a speech recognition system
US20130159895A1 (en) 2011-12-15 2013-06-20 Parham Aarabi Method and system for interactive cosmetic enhancements interface
US9836177B2 (en) 2011-12-30 2017-12-05 Next IT Innovation Labs, LLC Providing variable responses in a virtual-assistant environment
US8594281B2 (en) * 2012-01-10 2013-11-26 Bank Of America Corporation Dynamic menu framework
US9503349B2 (en) * 2012-01-26 2016-11-22 Zoom International S.R.O. Complex interaction recording
US9223537B2 (en) 2012-04-18 2015-12-29 Next It Corporation Conversation user interface
CA2823835C (en) * 2012-08-15 2018-04-24 Homer Tlc, Inc. Voice search and response based on relevancy
US9536049B2 (en) 2012-09-07 2017-01-03 Next It Corporation Conversational virtual healthcare assistant
US10276157B2 (en) 2012-10-01 2019-04-30 Nuance Communications, Inc. Systems and methods for providing a voice agent user interface
US10031968B2 (en) * 2012-10-11 2018-07-24 Veveo, Inc. Method for adaptive conversation state management with filtering operators applied dynamically as part of a conversational interface
US9015097B2 (en) 2012-12-19 2015-04-21 Nuance Communications, Inc. System and method for learning answers to frequently asked questions from a semi-structured data source
US9070366B1 (en) 2012-12-19 2015-06-30 Amazon Technologies, Inc. Architecture for multi-domain utterance processing
US10467854B2 (en) * 2013-01-10 2019-11-05 [24]7.ai, Inc. Method and apparatus for engaging users on enterprise interaction channels
US9600828B2 (en) * 2013-01-10 2017-03-21 24/7 Customer, Inc. Tracking of near conversions in user engagements
US9191510B2 (en) 2013-03-14 2015-11-17 Mattersight Corporation Methods and system for analyzing multichannel electronic communication data
US9064001B2 (en) * 2013-03-15 2015-06-23 Nuance Communications, Inc. Method and apparatus for a frequently-asked questions portal workflow
US9247061B2 (en) 2013-03-15 2016-01-26 Avaya Inc. Answer based agent routing and display method
US10445115B2 (en) 2013-04-18 2019-10-15 Verint Americas Inc. Virtual assistant focused user interfaces
EP2875628B1 (de) * 2013-06-14 2020-10-14 SUSI & James GmbH Verfahren und vorrichtung zur kommunikation
EP2821943A1 (de) * 2013-07-03 2015-01-07 Accenture Global Services Limited Abfragebeantwortungsvorrichtung
US10162884B2 (en) * 2013-07-23 2018-12-25 Conduent Business Services, Llc System and method for auto-suggesting responses based on social conversational contents in customer care services
US9412362B2 (en) 2013-08-28 2016-08-09 Verint Systems Ltd. System and method for determining the compliance of agent scripts
US9558176B2 (en) 2013-12-06 2017-01-31 Microsoft Technology Licensing, Llc Discriminating between natural language and keyword language items
US9823811B2 (en) 2013-12-31 2017-11-21 Next It Corporation Virtual assistant team identification
KR20150081981A (ko) * 2014-01-07 2015-07-15 삼성전자주식회사 회의 내용 구조화 장치 및 방법
KR102069700B1 (ko) * 2014-05-20 2020-01-23 한국전자통신연구원 특화영역 교체형 음성인식 시스템, 모바일 장치 및 그 방법
CN105095182B (zh) * 2014-05-22 2018-11-06 华为技术有限公司 一种回复信息推荐方法及装置
US10015234B2 (en) 2014-08-12 2018-07-03 Sony Corporation Method and system for providing information via an intelligent user interface
US20160071517A1 (en) 2014-09-09 2016-03-10 Next It Corporation Evaluating Conversation Data based on Risk Factors
KR101652446B1 (ko) * 2014-09-16 2016-08-30 엘지전자 주식회사 이동 단말기 및 그 제어 방법
EP3001659B1 (de) * 2014-09-25 2020-07-08 Fraunhofer-Gesellschaft zur Förderung der angewandten Forschung e.V. Verbesserte automatische anruferidentifizierungsübersetzung
US10587541B2 (en) * 2014-12-02 2020-03-10 Facebook, Inc. Device, method, and graphical user interface for lightweight messaging
US10924444B2 (en) * 2014-12-02 2021-02-16 Facebook, Inc. Device, method, and graphical user interface for managing customer relationships using a lightweight messaging platform
US10817520B1 (en) * 2015-02-25 2020-10-27 EMC IP Holding Company LLC Methods, systems, and computer readable mediums for sharing user activity data
US9911412B2 (en) * 2015-03-06 2018-03-06 Nuance Communications, Inc. Evidence-based natural language input recognition
US10425534B2 (en) * 2015-03-30 2019-09-24 Avaya, Inc. System and method for optimizing agent time
JP5974312B1 (ja) * 2015-04-07 2016-08-23 パナソニックIpマネジメント株式会社 販売管理装置、販売管理システムおよび販売管理方法
US10218651B2 (en) * 2015-04-20 2019-02-26 Oracle International Corporation Virtual assistance for chat agents
US9792281B2 (en) 2015-06-15 2017-10-17 Microsoft Technology Licensing, Llc Contextual language generation by leveraging language understanding
US10255921B2 (en) * 2015-07-31 2019-04-09 Google Llc Managing dialog data providers
US9589049B1 (en) * 2015-12-10 2017-03-07 International Business Machines Corporation Correcting natural language processing annotators in a question answering system
US9978367B2 (en) * 2016-03-16 2018-05-22 Google Llc Determining dialog states for language models
US10958614B2 (en) * 2016-05-26 2021-03-23 International Business Machines Corporation Co-references for messages to avoid confusion in social networking systems
US20180090141A1 (en) * 2016-09-29 2018-03-29 Microsoft Technology Licensing, Llc Conversational interactions using superbots
US10592502B2 (en) 2016-10-25 2020-03-17 International Business Machines Corporation Natural language processing review and override based on confidence analysis
KR20180082033A (ko) * 2017-01-09 2018-07-18 삼성전자주식회사 음성을 인식하는 전자 장치
WO2018154360A1 (ja) 2017-02-24 2018-08-30 オムロン株式会社 学習データを生成するための処理方法、システム、プログラムおよび記憶媒体、並びに学習データを生成する方法およびシステム
US10636418B2 (en) 2017-03-22 2020-04-28 Google Llc Proactive incorporation of unsolicited content into human-to-computer dialogs
US10224032B2 (en) * 2017-04-19 2019-03-05 International Business Machines Corporation Determining an impact of a proposed dialog act using model-based textual analysis
US10360908B2 (en) * 2017-04-19 2019-07-23 International Business Machines Corporation Recommending a dialog act using model-based textual analysis
US20180314532A1 (en) * 2017-04-26 2018-11-01 Google Inc. Organizing messages exchanged in human-to-computer dialogs with automated assistants
US9865260B1 (en) * 2017-05-03 2018-01-09 Google Llc Proactive incorporation of unsolicited content into human-to-computer dialogs
US10810273B2 (en) 2017-06-13 2020-10-20 Bank Of America Corporation Auto identification and mapping of functional attributes from visual representation
US10176808B1 (en) * 2017-06-20 2019-01-08 Microsoft Technology Licensing, Llc Utilizing spoken cues to influence response rendering for virtual assistants
US10742435B2 (en) 2017-06-29 2020-08-11 Google Llc Proactive provision of new content to group chat participants
US10423665B2 (en) * 2017-08-02 2019-09-24 Oath Inc. Method and system for generating a conversational agent by automatic paraphrase generation based on machine translation
US10515625B1 (en) 2017-08-31 2019-12-24 Amazon Technologies, Inc. Multi-modal natural language processing
US10884598B2 (en) * 2017-09-29 2021-01-05 Oracle International Corporation Analytics for a bot system
KR102608469B1 (ko) 2017-12-22 2023-12-01 삼성전자주식회사 자연어 생성 방법 및 장치
US11133010B1 (en) 2018-01-23 2021-09-28 United Services Automobile Association (Usaa) Intelligent agent for interactive service environments
EP3559946B1 (de) * 2018-03-07 2020-09-23 Google LLC Erleichterung der ende-zu-ende-kommunikation mit automatisierten assistenten in mehreren sprachen
US10956480B2 (en) * 2018-06-29 2021-03-23 Nuance Communications, Inc. System and method for generating dialogue graphs
JP7183600B2 (ja) * 2018-07-20 2022-12-06 株式会社リコー 情報処理装置、システム、方法およびプログラム
US20210182342A1 (en) * 2018-08-15 2021-06-17 Nippon Telegraph And Telephone Corporation Major point extraction device, major point extraction method, and non-transitory computer readable recording medium
US11568175B2 (en) 2018-09-07 2023-01-31 Verint Americas Inc. Dynamic intent classification based on environment variables
US10853577B2 (en) * 2018-09-21 2020-12-01 Salesforce.Com, Inc. Response recommendation system
US11232264B2 (en) 2018-10-19 2022-01-25 Verint Americas Inc. Natural language processing with non-ontological hierarchy models
US11403596B2 (en) * 2018-10-22 2022-08-02 Rammer Technologies, Inc. Integrated framework for managing human interactions
US11196863B2 (en) 2018-10-24 2021-12-07 Verint Americas Inc. Method and system for virtual assistant conversations
US11902467B1 (en) * 2018-11-09 2024-02-13 Intrado Corporation System and method of directed flow interactive chat
GB2595058A (en) * 2018-11-12 2021-11-17 Gorny Tomas System and method of assigning customer service tickets
US10770072B2 (en) 2018-12-10 2020-09-08 International Business Machines Corporation Cognitive triggering of human interaction strategies to facilitate collaboration, productivity, and learning
US10484542B1 (en) * 2018-12-28 2019-11-19 Genesys Telecommunications Laboratories, Inc. System and method for hybridized chat automation
US11183186B2 (en) * 2019-01-16 2021-11-23 International Business Machines Corporation Operating a voice response system
US11003863B2 (en) * 2019-03-22 2021-05-11 Microsoft Technology Licensing, Llc Interactive dialog training and communication system using artificial intelligence
US11140265B1 (en) * 2019-03-22 2021-10-05 Dialpad, Inc. Automatically providing directives to parties to audio calls in real-time while the calls are occurring
US11170167B2 (en) * 2019-03-26 2021-11-09 Tencent America LLC Automatic lexical sememe prediction system using lexical dictionaries
US10929596B2 (en) 2019-05-15 2021-02-23 International Business Machines Corporation Pattern based electronic dictionary modification and presentation
US11017157B2 (en) 2019-05-15 2021-05-25 International Business Machines Corporation Group pattern based electronic dictionary modification and presentation
CN113728379A (zh) * 2019-05-31 2021-11-30 株式会社东芝 交流管理装置
JP2020204876A (ja) * 2019-06-17 2020-12-24 シャープ株式会社 ネットワークシステム、サーバ、情報処理方法、およびプログラム
US20210004835A1 (en) * 2019-07-05 2021-01-07 Talkdesk, Inc. System and method for communication analysis for use with agent assist within a cloud-based contact center
US11711465B2 (en) * 2019-08-22 2023-07-25 [24]7.ai, Inc. Method and apparatus for providing assistance to calling customers
US20210117882A1 (en) * 2019-10-16 2021-04-22 Talkdesk, Inc Systems and methods for workforce management system deployment
US11736615B2 (en) 2020-01-16 2023-08-22 Talkdesk, Inc. Method, apparatus, and computer-readable medium for managing concurrent communications in a networked call center
KR102208387B1 (ko) * 2020-03-10 2021-01-28 주식회사 엘솔루 음성 대화 재구성 방법 및 장치
US20210350385A1 (en) * 2020-05-11 2021-11-11 T-Mobile Usa, Inc. Assistance for customer service agents
US11900300B2 (en) 2020-06-11 2024-02-13 T-Mobile Usa, Inc. Coach-assist controller for customer service representative (CSR) interactions
US11626108B2 (en) * 2020-09-25 2023-04-11 Td Ameritrade Ip Company, Inc. Machine learning system for customer utterance intent prediction
US11636269B2 (en) 2020-10-15 2023-04-25 Fmr Llc Content creation and prioritization
US20220270017A1 (en) * 2021-02-22 2022-08-25 Capillary Pte. Ltd. Retail analytics platform
CN113035193B (zh) * 2021-03-01 2024-04-12 上海匠芯知音信息科技有限公司 一种员工管理***及应用
US11782974B2 (en) * 2021-03-25 2023-10-10 Bank Of America Corporation System and method for dynamically identifying and retrieving information responsive to voice requests
US11677875B2 (en) 2021-07-02 2023-06-13 Talkdesk Inc. Method and apparatus for automated quality management of communication records
US11409593B1 (en) 2021-08-05 2022-08-09 International Business Machines Corporation Discovering insights and/or resolutions from collaborative conversations
US11915205B2 (en) * 2021-10-15 2024-02-27 EMC IP Holding Company LLC Method and system to manage technical support sessions using ranked historical technical support sessions
US12008025B2 (en) 2021-10-15 2024-06-11 EMC IP Holding Company LLC Method and system for augmenting a question path graph for technical support
US11941641B2 (en) 2021-10-15 2024-03-26 EMC IP Holding Company LLC Method and system to manage technical support sessions using historical technical support sessions
US20230164270A1 (en) * 2021-11-24 2023-05-25 Rakuten Mobile, Inc. Systems and methods of providing automated resolutions
US11734518B2 (en) 2021-12-21 2023-08-22 The Adt Security Corporation Analyzing monitoring system events using natural language processing (NLP)
US11856140B2 (en) 2022-03-07 2023-12-26 Talkdesk, Inc. Predictive communications system
US11736616B1 (en) 2022-05-27 2023-08-22 Talkdesk, Inc. Method and apparatus for automatically taking action based on the content of call center communications
US11971908B2 (en) 2022-06-17 2024-04-30 Talkdesk, Inc. Method and apparatus for detecting anomalies in communication data
US20240152535A1 (en) * 2022-11-04 2024-05-09 Fmr Llc Systems and methods for searching content to queries
US11943391B1 (en) 2022-12-13 2024-03-26 Talkdesk, Inc. Method and apparatus for routing communications within a contact center

Family Cites Families (21)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JPH05324713A (ja) * 1992-05-20 1993-12-07 Hitachi Ltd 自然語処理方法および自然語処理システム
US5963940A (en) * 1995-08-16 1999-10-05 Syracuse University Natural language information retrieval system and method
US6182029B1 (en) * 1996-10-28 2001-01-30 The Trustees Of Columbia University In The City Of New York System and method for language extraction and encoding utilizing the parsing of text data in accordance with domain parameters
US5895466A (en) * 1997-08-19 1999-04-20 At&T Corp Automated natural language understanding customer service system
US5960384A (en) * 1997-09-03 1999-09-28 Brash; Douglas E. Method and device for parsing natural language sentences and other sequential symbolic expressions
US6173279B1 (en) 1998-04-09 2001-01-09 At&T Corp. Method of using a natural language interface to retrieve information from one or more data resources
US6677944B1 (en) 1998-04-14 2004-01-13 Shima Seiki Manufacturing Limited Three-dimensional image generating apparatus that creates a three-dimensional model from a two-dimensional image by image processing
US6377944B1 (en) * 1998-12-11 2002-04-23 Avaya Technology Corp. Web response unit including computer network based communication
US6851115B1 (en) * 1999-01-05 2005-02-01 Sri International Software-based architecture for communication and cooperation among distributed electronic agents
US20050091057A1 (en) * 1999-04-12 2005-04-28 General Magic, Inc. Voice application development methodology
US6718367B1 (en) * 1999-06-01 2004-04-06 General Interactive, Inc. Filter for modeling system and method for handling and routing of text-based asynchronous communications
GB9930731D0 (en) * 1999-12-22 2000-02-16 Ibm Voice processing apparatus
US6829603B1 (en) * 2000-02-02 2004-12-07 International Business Machines Corp. System, method and program product for interactive natural dialog
US6604094B1 (en) * 2000-05-25 2003-08-05 Symbionautics Corporation Simulating human intelligence in computers using natural language dialog
US6778951B1 (en) * 2000-08-09 2004-08-17 Concerto Software, Inc. Information retrieval method with natural language interface
US7136814B1 (en) 2000-11-03 2006-11-14 The Procter & Gamble Company Syntax-driven, operator assisted voice recognition system and methods
US6941266B1 (en) * 2000-11-15 2005-09-06 At&T Corp. Method and system for predicting problematic dialog situations in a task classification system
US6766316B2 (en) * 2001-01-18 2004-07-20 Science Applications International Corporation Method and system of ranking and clustering for document indexing and retrieval
US6587558B2 (en) * 2001-01-29 2003-07-01 Immequire, Llc System and method for virtual interactive response unit
US6915246B2 (en) * 2001-12-17 2005-07-05 International Business Machines Corporation Employing speech recognition and capturing customer speech to improve customer service
US6771746B2 (en) * 2002-05-16 2004-08-03 Rockwell Electronic Commerce Technologies, Llc Method and apparatus for agent optimization using speech synthesis and recognition

Also Published As

Publication number Publication date
WO2004072926A2 (en) 2004-08-26
EP1602102A2 (de) 2005-12-07
US20040162724A1 (en) 2004-08-19
US20060080107A1 (en) 2006-04-13
EP1602102A4 (de) 2007-10-24
EP1602102B1 (de) 2010-12-29
WO2004072926A3 (en) 2005-05-26
US7487095B2 (en) 2009-02-03
DE602004030769D1 (de) 2011-02-10

Similar Documents

Publication Publication Date Title
ATE493730T1 (de) Konversationsmanagement
ATE327540T1 (de) Netzwerkverwaltungs- und zugriffssystem für unscharfe inhalte
GB2477653A (en) Generating and processing forms for receiving speech data
TW200721007A (en) Method and system for discover capabilities of communication device
ATE422776T1 (de) Iinitialisierung von beziehungen zwischen einrichtungen in einem netzwerk
ATE551811T1 (de) Kommunikationssystem
ATE433633T1 (de) System und methode für die bereitstellung von anwesenheitsanwendungsdienstleistungen
ATE443401T1 (de) Telekommunikationssystem
CN106502649A (zh) 一种机器人服务唤醒方法及装置
MX2008001238A (es) Metodo y aparato para mantener una impresion digital para una red inalambrica.
ZA200701424B (en) A method for use in a communication system
DE50111110D1 (de) Messapparatur mit benutzerprofil
WO2004021149A3 (en) Voice-controlled wireless communications system and method
ATE384318T1 (de) Kommunikationseinheit für die haut einer person
NO20054770D0 (no) Sanntidskommunikasjon mellom telefon- og internettbrukere
HK1091617A1 (en) A system and associated method to determine authentication priority between devices
BRPI0415218A (pt) terminal móvel, e, método de acesso de rede sem fio
MXPA05013339A (es) Sistema y metodo para reconocimiento de frecuencia vocal, distribuido con un dispositivo de memoria temporal.
ZA202203467B (en) Utilizing a user's health data stored over a health care network for disease prevention
CA2493897A1 (en) Distributed contact information management
WO2007027346A3 (en) Modeling of heterogeneous multi-technology networks and services by method of translation of domain-focused user information model to common information model
WO2003039124A1 (fr) Appareil telephonique cellulaire capable de creer une animation
DE60109650D1 (de) Taktiles kommunikationssystem
ATE463938T1 (de) Verfahren zur verbesserung der sprachkommunikation zwischen einer gruppe von benutzern in einem netz
WO2006043798A8 (en) Method for providing information using data communication network

Legal Events

Date Code Title Description
RER Ceased as to paragraph 5 lit. 3 law introducing patent treaties