Methods and apparatus for automating the detection, reporting and correction of operator input errors

• US 6,108,410 A
• Filed: 09/17/1998
• Issued: 08/22/2000
• Est. Priority Date: 09/16/1997
• Status: Expired due to Term

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Nynex Science And Technology, Inc.
• Inventors: Reding, Craig, Levas, Suzi, Turner, Thea
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US09/156,193
• Time in Patent Office: 705 Days
• Field of Search: 379/34, 379/35, 379/308, 379/265, 379/266
• US Class Current: 379/265.03
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 3/60 Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator

Abstract

Methods and apparatus for providing operator services to callers in a fully or partially automated manner are disclosed. In addition, the present invention is directed to methods and apparatus for providing new telephone services, e.g., the forwarding of messages to non-published telephone number customers. It is also directed to methods and apparatus that can be used to detect, report and correct operator input errors. Automated, e.g., unmanned, apparatus of the present invention are capable of interfacing with conventional telephone switches using known operator protocols. This allows automated devices of the present invention to appear to existing telephone switches as manned operator positions capable of servicing telephone calls. In accordance with the present invention, the unmanned apparatus of the present invention is assigned one or more operator position identifiers conventionally used to identify manned operator positions. The interaction of the automated apparatus of the present invention and a telephone switch involves the use of the assigned operator position identifiers to identify the apparatus of the present invention to the switch as one or more operational operator positions. Once logged in with the telephone switch, the apparatus of the present invention can service calls normally handled by human operators, without the need for a human operator'"'"'s involvement.

Claims

1. A monitoring method, comprising the steps of:

providing a monitoring computer system;

providing a first manned operator workstation coupled to the monitoring computer system by a data link;

operating the first manned operator workstation to transmit operator input to the monitoring computer system; and

operating the monitoring computer system to check the operator input for errors; and

transmitting from the monitoring computer system to the first manned operator workstation operator error correction information.

2. The method of claim 1, further comprising the steps of:

operating the monitoring computer system to generate a report of errors detected in the operator input.

3. The method of claim 2, further comprising the step of:

transmitting the generated error report to a second manned operator workstation.

4. The method of claim 3, wherein the monitoring computer system is an unmanned automated workstation, the transmission of the error report being performed within 30 minutes of the detection of at least some operator input errors included in the report, and wherein the second manned operator workstation is located in the same room as the first manned operator workstation.

5. The method of claim 1, further comprising the step of:

supplying the first manned workstation and the monitoring computer system audio signals from a telephone switch, thereby allowing the monitoring workstation and the first manned workstation to receive audio signals; and

operating the monitoring computer system to perform a speech recognition operation on at least some of the audio signals received from the telephone switch.

6. The method of claim 5, further comprising the step of:

operating the monitoring computer system to transmit data input suggestions to the first manned workstation.

7. The method of claim 3, further comprising the step of:

operating the monitoring computer system to transmit data input suggestions to the first manned workstation.

8. The method of claim 6, wherein the monitoring computer system and the first manned workstation are both coupled to the same telephone switch, the method further comprising the step of:

operating the monitoring workstation to request operator position status information from the telephone switch in regard to the first manned operator workstation.

9. The method of claim 8, further comprising the step of:

operating the monitoring computer system to instruct the telephone switch to transmit data transmitted to the first manned workstation to the monitoring workstation.

18. The method of claim 1, wherein the monitoring computer system is an unmanned automated operator workstation coupled to a telephone switch.

19. The method of claim 18, further comprising the steps of:

supplying audio signals from the telephone switch to the monitoring computer system; and

operating the monitoring computer system to monitor the audio signals.

20. The method of claim 19, wherein the monitoring computer system includes a speech recognition device, the step of operating the monitoring computer system to monitor the audio signals including the step of:

performing a speech recognition operation on at least some of the monitored audio signals.

21. The method of claim 1, further comprising the steps of:

supplying audio signals from a telephone switch to the monitoring computer system; and

operating the monitoring computer system to perform a speech recognition operation on at least some of the audio signals.

10. A telephone system, comprising:

a first operator workstation for receiving input from a human telephone operator;

an automated apparatus for monitoring operator input to the first operator workstation including means for detecting operator input errors; and

a data link for coupling the first operator workstation to the automated apparatus.

11. The system of claim 10, further comprising:

a telephone switch for passing data and audio signals coupled to the first operator workstation and to the automated apparatus, the telephone switch providing at least some of the same data signals to the first operator workstation and to the automated apparatus.

12. The system of claim 11, wherein the automated apparatus further comprises:

means for generating signals instructing the first operator workstation to correct data input errors detected by the automated apparatus.

13. The system of claim 10, further comprising:

a second operator workstation for use by a human operator supervisor coupled by a data link to the automated apparatus; and

the automated apparatus further comprising means for generating operator input error reports and for transmitting said error reports to the second operator workstation.

14. The system of claim 13, wherein the automated apparatus further comprises:

means for providing data input suggestions to a human operator working at the first operator workstation.

15. The system of claim 10, wherein the automated apparatus further comprises:

means for generating signals instructing the first operator workstation to correct data input errors detected by the automated apparatus.

16. The system of claim 10, wherein the automated apparatus further comprises:

means for providing data input suggestions to a human operator working at the first operator workstation.

17. The method of claim 15, wherein the automated apparatus and the first operator workstation both receive the same audio signals from the telephone switch, the automated apparatus further comprising:

a speech recognizer for performing speech recognition operations on at least some of the audio signals received from the telephone switch.

22. The system of claim 10, wherein the automated apparatus includes:

a speech recognition device for performing a speech recognition operation on audio signals supplied to the automated apparatus.