Apparatus and method for processing service interactions

• US 7,606,718 B2
• Filed: 05/05/2004
• Issued: 10/20/2009
• Est. Priority Date: 05/05/2003
• Status: Active Grant

• Current Assignee: Interactions, LLC
• Original Assignee: Interactions, LLC
• Inventors: Cloran, Michael
• Primary Examiner(s): Vig; Naresh
• Assistant Examiner(s): Brooks; Matthew L.
• Application Number:
  US10/839,536
• Publication Number:
  US 20050002502A1
• Time in Patent Office: 1,994 Days
• Field of Search: None
• US Class Current: 705/1.1
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 20/24 Credit schemes, i.e. "pay after"
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G10L 15/00 Speech recognition G10L17/00 takes precedence
• CPC Class Codes: G10L 21/00 Speech or voice signal processing techniques to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility G10L19/00 takes precedence
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

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 via 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 rather than one ongoing conversation. 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 utterance or customer text. 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.

Claims

1. A method for operating an interactive response system comprising:

receiving data representing an utterance from a person;

using a processor, automatically presenting the utterance in perceptible form to a plurality of intent analysts at substantially the same time, each through an analyst user interface;

accepting intent input from each of the plurality of intent analysts through the respective analyst user interface, where the intent input characterizes the intent analyst'"'"'s interpretation of the person'"'"'s intent expressed in the utterance;

when the plurality of intent analysts provide intent input that characterizes different interpretations of the person'"'"'s intent, then

using a processor, automatically presenting the utterance in perceptible form to at least one additional intent analyst through an analyst user interface; and

accepting further intent input from the at least one additional intent analyst through the respective analyst user interface, where the further intent input characterizes the at least one additional intent analyst'"'"'s interpretation of the person'"'"'s intent expressed in the utterance; and

using a processor, automatically communicating a message to the person, in perceptible form and in substantially real time relative to the receiving step, the message being selected as a function of the intent input accepted from the intent analysts.

2. The method of claim 1, wherein the utterance comprises audio.

3. The method of claim 2, wherein the utterance is received through a telephone system.

4. The method of claim 1, wherein the utterance comprises video.

5. The method of claim 1,

further comprising accepting data input from each intent analyst through the respective analyst user interface,

where the data input characterizes data expressed by the person in the utterance.

6. The method of claim 1,

further comprising portioning a multi-utterance transaction with the person into discrete, logical units so that no intent analyst is ever exposed to more than one element of a given set of customer data.

7. The method of claim 1, further comprising automatically changing the number in the plurality of intent analysts to whom the utterance is presented depending on a load factor.

8. The method of claim 7, wherein the number is automatically increased when the load factor is lower than a predetermined threshold.

9. The method of claim 1 wherein, in connection with the presenting step, contextual information about the person'"'"'s interactive session with the system is displayed to each of the intent analysts through the respective analyst user interface.

10. The method of claim 1, wherein the presentation to the intent analysts occurs in at least two geographically diverse locations.

11. The method of claim 1, wherein the presenting step comprises accelerating the utterance relative to the speed at which it was made.

12. The method of claim 1, further comprising:

evaluating the accuracy, in real time, of the intent input from each of the intent analysts, and updating a profile for the respective intent analyst.

13. The method of claim 1, further comprising objectively rating the speed and accuracy of the intent input from at least one of the intent analysts.

14. The method of claim 1, further comprising rating the speed and accuracy of the intent input from at least one of the intent analysts relative to at least one other one of the intent analysts.

15. The method of claim 1, wherein the presenting step comprises selecting the plurality of intent analysts from a larger pool of intent analysts as a function of whether each intent analyst has already been exposed to confidential or personally identifiable information for the person.

16. The method of claim 1, wherein the processor used in the first automatic presenting step and the processor used in the second automatic presenting step are different processors.

17. The method of claim 1, wherein the processor used in the first automatic presenting step and the processor used in the automatic communicating step are different processors.

18. The method of claim 1, wherein the processor used in the second automatic presenting step and the processor used in the automatic communicating step are different processors.

19. A system for processing an interaction with a person, comprising a processor, one or more analyst user interface devices in communication with the processor, and a memory in communication with the processor, the memory storing programming instructions executable by the processor to:

receive data representing an utterance from the person;

automatically present the utterance in perceptible form to two or more intent analysts at substantially the same time, each through a respective one of the analyst user interface devices;

accept intent input from each of the two or more intent analysts through the respective analyst user interface device, where the intent input characterizes the intent analyst'"'"'s interpretation of the person'"'"'s intent expressed in the utterance, but does not directly indicate to the system any information that is to be communicated to the person;

when the two or more intent analysts provide intent input that characterizes different intents;

automatically present the utterance in perceptible form to at least one additional intent analyst through at least one additional analyst user interface device; and

accept further intent input from the at least one additional intent analyst through the at least one additional analyst user interface device, where the further intent input characterizes the at least one additional intent analyst'"'"'s interpretation of the person'"'"'s intent expressed in the utterance, and where the further intent input does not directly indicate to the system any information that is to be communicated to the person; and

automatically communicate a message to the person, in perceptible form and in substantially real time relative to the receiving function, the message being selected as a function of the intent input and the further intent input.

20. The system of claim 19, wherein the utterance comprises audio.

21. The system of claim 20, wherein the utterance is received from the person through a telephone system.

22. The system of claim 19, wherein the utterance comprises video.

23. The system of claim 19,

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 data expressed by the person in the utterance.

24. The system of claim 19,

wherein the programming instructions are further executable by the processor to portion a multi-utterance transaction with the person into discrete, logical units so that no intent analyst is ever exposed to more than one element of a given set of customer data.

25. The system of claim 19, wherein the programming instructions are further executable by the processor to automatically change the number of intent analysts to whom the utterance is presented depending on a load factor.

26. The system of claim 19, wherein the number is automatically increased when the load factor is lower than a predetermined threshold.

27. The system of claim 19, wherein the programming instructions are further executable by the processor, in connection with the presenting step, to display contextual information about the person'"'"'s interactive session with the system to the two or more intent analysts, each through the respective analyst user interface device.

28. The system of claim 19, wherein the analyst user interface devices are geographically diverse.

29. The system of claim 19, wherein the programming instructions are further executable by the processor, in connection with the presenting step, to accelerate the utterance relative to the speed at which it was made.

30. The system of claim 19, wherein the programming instructions are further executable by the processor to:

evaluate the accuracy, in real time, of the intent input from each of the intent analysts, and update a profile for the respective intent analyst.

31. The system of claim 19, wherein the programming instructions are further executable by the processor to objectively rate the speed and accuracy of the intent input from at least one of the intent analysts.

32. The system of claim 19, wherein the programming instructions are further executable by the processor to rate the speed and accuracy of the intent input from at least one of the intent analysts relative to at least one other one of the intent analysts.

33. The system of claim 19, wherein the automatic presenting comprises selecting the two or more intent analysts from a larger pool of intent analysts as a function of whether each intent analyst has already been exposed to confidential or personally identifiable information for the person.

34. The system of claim 19, wherein the programming instructions are further executable by the processor to rate the speed and accuracy of the intent input from at least one of the intent analysts relative to at least one other one of the intent analysts.

35. 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:

receive data representing an utterance from the person;

automatically send the data to two or more intent analyst user interface devices at substantially the same time;

receive intent input from each intent analyst user interface device,

where the intent input characterizes an intent analysts'"'"'interpretation of the person'"'"'s intent expressed in the utterance, and

where the intent input does not directly indicate to the system any information that is to be communicated to the person;

when the two or more intent analysts provide intent input that characterizes different intents,

automatically present the utterance in perceptible form to at least one additional intent analyst through at least one additional analyst user interface device, and

accept further intent input from the at least one additional intent analyst through the at least one additional analyst user interface device,

where the further intent input characterizes the at least one additional intent analyst'"'"'s interpretation of the person'"'"'s intent expressed in the utterance, and

where the further intent input is prevented from indicating a next step in an automated processing script; and

automatically communicate a message to the person in perceptible form and in substantially real time relative to the receiving function, the message being selected as a function of the intent input received through the two or more intent analyst user interface devices and the at least one additional analyst user interface device.

36. The system of claim 35, wherein the utterance comprises audio.

37. The system of claim 36, wherein the utterance is received from the person through a telephone system.

38. The system of claim 35, wherein the utterance comprises video.

39. The system of claim 35,

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 data expressed by the person in the utterance.

40. The system of claim 35, wherein the programming instructions are further executable by the processor to portion a multi-utterance transaction with the person into discrete, logical units so that no intent analyst is ever exposed to more than one element of a given set of customer data.

41. The system of claim 35, wherein the programming instructions are further executable by the processor to automatically change the number of intent analyst user interface devices to which the data is sent depending on a load factor.

42. The system of claim 41, wherein the number is automatically increased when the load factor is lower than a predetermined threshold.

43. The system of claim 35, wherein the programming instructions are further executable by the processor, in connection with the presenting step, to display contextual information about the person'"'"'s interactive session with the system to the two or more intent analysts, each through the respective analyst user interface device.

44. The system of claim 35, wherein the analyst user interface devices are geographically diverse.

45. The system of claim 35, wherein the programming instructions are further executable by the processor, in connection with the presenting step, to accelerate the utterance relative to the speed at which it was made.

46. The system of claim 35, wherein the programming instructions are further executable by the processor to:

evaluate the accuracy, in real time, of the intent input from each of the intent analysts, and update a profile for the respective intent analyst.

47. The system of claim 35, wherein the programming instructions are further executable by the processor to objectively rate the speed and accuracy of the intent input from at least one of the intent analysts.

48. The system of claim 35, wherein the automatic presenting comprises selecting the two or more intent analysts from a larger pool of intent analysts as a function of whether each intent analyst has already been exposed to confidential or personally identifiable information for the person.