Patents by Inventor Michael Bodell
Michael Bodell has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Publication number: 20220148594Abstract: Input context for a statistical dialog manager may be provided. Upon receiving a spoken query from a user, the query may be categorized according to at least one context clue. The spoken query may then be converted to text according to a statistical dialog manager associated with the category of the query and a response to the spoken query may be provided to the user.Type: ApplicationFiled: January 21, 2022Publication date: May 12, 2022Applicant: Microsoft Technology Licensing, LLCInventors: Michael BODELL, John BAIN, Robert CHAMBERS, Karen M. CROSS, Michael KIM, Nick GEDGE, Daniel Frederick PENN, Kunal PATEL, Edward Mark TECOT, Jeremy C. WALTMUNSON
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Patent number: 11264023Abstract: Input context for a statistical dialog manager may be provided. Upon receiving a spoken query from a user, the query may be categorized according to at least one context clue. The spoken query may then be converted to text according to a statistical dialog manager associated with the category of the query and a response to the spoken query may be provided to the user.Type: GrantFiled: May 22, 2019Date of Patent: March 1, 2022Assignee: Microsoft Technology Licensing, LLCInventors: Michael Bodell, John Bain, Robert Chambers, Karen M. Cross, Michael Kim, Nick Gedge, Daniel Frederick Penn, Kunal Patel, Edward Mark Tecot, Jeremy C. Waltmunson
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Patent number: 10990906Abstract: A computer-implemented method and an apparatus reserve agents for enabling zero-waiting time agent interactions for customers requiring agent assistance. The method includes determining if a customer requires agent assistance. If it is determined that the customer requires agent assistance, then it is determined whether an agent associated with relevant skill is capable of being reserved for providing assistance to the customer. The determination of reservation of the agent is performed, at least in part, by generating a data structure representation. The agent is reserved for assisting the customer if it is determined that the agent is capable of being reserved for providing assistance to the customer. An offer for assistance is provisioned to the customer on at least one enterprise related interaction channel subsequent to the reservation of the agent. The reservation of the agent provides wait-less customer interaction with the agent upon customer acceptance of the offer.Type: GrantFiled: October 10, 2016Date of Patent: April 27, 2021Assignee: [24]7.ai, Inc.Inventors: Michael Bodell, Vijay Kumar Jandhyala, Yellu Madhusudhan Reddy
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Publication number: 20200013398Abstract: Input context for a statistical dialog manager may be provided. Upon receiving a spoken query from a user, the query may be categorized according to at least one context clue. The spoken query may then be converted to text according to a statistical dialog manager associated with the category of the query and a response to the spoken query may be provided to the user.Type: ApplicationFiled: May 22, 2019Publication date: January 9, 2020Applicant: Microsoft Technology Licensing, LLCInventors: Michael Bodell, John Bain, Robert Chambers, Karen M. Cross, Michael Kim, Nick Gedge, Daniel Frederick Penn, Kunal Patel, Edward Mark Tecot, Jeremy C. Waltmunson
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Patent number: 10498834Abstract: A computer-implemented method and an apparatus for facilitating stateless representation of interaction flow states associated with customer interactions includes effecting generation of a first uniform resource locator (URL) indicative of a textual input received from a customer during an online interaction. The first URL is configured to identify a state machine and a state within the state machine for facilitating processing of the textual input. An intention of the customer is predicted from the first URL using the state machine and the state within the state machine. At least one next action is determined based on the predicted intention. A second URL including a response to the textual input is generated. The response is determined based on the at least one next action. The second URL is configured to identify a next interaction state for the online interaction. The response is provisioned to the customer during the online interaction.Type: GrantFiled: March 28, 2016Date of Patent: December 3, 2019Assignee: [24]7.ai, Inc.Inventors: Michael Bodell, Matthew Oshry, Ravali Devarapalli
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Patent number: 10332514Abstract: Input context for a statistical dialog manager may be provided. Upon receiving a spoken query from a user, the query may be categorized according to at least one context clue. The spoken query may then be converted to text according to a statistical dialog manager associated with the category of the query and a response to the spoken query may be provided to the user.Type: GrantFiled: February 17, 2017Date of Patent: June 25, 2019Assignee: Microsoft Technology Licensing, LLCInventors: Michael Bodell, John Bain, Robert Chambers, Karen M. Cross, Michael Kim, Nick Gedge, Daniel Frederick Penn, Kunal Patel, Edward Mark Tecot, Jeremy C. Waltmunson
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Patent number: 10257353Abstract: A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.Type: GrantFiled: November 16, 2017Date of Patent: April 9, 2019Assignee: [24]7.ai, Inc.Inventors: Patrick Nguyen, Matthew Oshry, Michael Bodell
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Patent number: 10089988Abstract: Techniques and systems to provide speech recognition services over a network using a standard interface are described. In an embodiment, a technique includes accepting a speech recognition request that includes at least audio input, via an application program interface (API). The speech recognition request may also include additional parameters. The technique further includes performing speech recognition on the audio according to the request and any specified parameters; and returning a speech recognition result as a hypertext protocol (HTTP) response. Other embodiments are described and claimed.Type: GrantFiled: September 28, 2017Date of Patent: October 2, 2018Assignee: MICROSOFT TECHNOLOGY LICENSING, LLCInventors: Robert L. Chambers, Michael Bodell, Daphne Luong, Annie Wong, Faustinus K. Gozali, Andrew Ho, Rod Philander, Corby Anderson
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Publication number: 20180077287Abstract: A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.Type: ApplicationFiled: November 16, 2017Publication date: March 15, 2018Inventors: Patrick Nguyen, Matthew Oshry, Michael Bodell
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Publication number: 20180018968Abstract: Techniques and systems to provide speech recognition services over a network using a standard interface are described. In an embodiment, a technique includes accepting a speech recognition request that includes at least audio input, via an application program interface (API). The speech recognition request may also include additional parameters. The technique further includes performing speech recognition on the audio according to the request and any specified parameters; and returning a speech recognition result as a hypertext protocol (HTTP) response. Other embodiments are described and claimed.Type: ApplicationFiled: September 28, 2017Publication date: January 18, 2018Applicant: MICROSOFT TECHNOLOGY LICENSING, LLCInventors: Robert L. Chambers, Michael Bodell, Daphne Luong, Annie Wong, Faustinus K. Gozali, Andrew Ho, Rod Philander, Corby Anderson
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Patent number: 9871921Abstract: A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.Type: GrantFiled: March 31, 2016Date of Patent: January 16, 2018Assignee: 24/7 CUSTOMER, INC.Inventors: Patrick Nguyen, Matthew Oshry, Michael Bodell
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Patent number: 9818408Abstract: Techniques and systems to provide speech recognition services over a network using a standard interface are described. In an embodiment, a technique includes accepting a speech recognition request that includes at least audio input, via an application program interface (API). The speech recognition request may also include additional parameters. The technique further includes performing speech recognition on the audio according to the request and any specified parameters; and returning a speech recognition result as a hypertext protocol (HTTP) response. Other embodiments are described and claimed.Type: GrantFiled: December 19, 2016Date of Patent: November 14, 2017Assignee: MICROSOFT TECHNOLOGY LICENSING, LLCInventors: Robert L. Chambers, Michael Bodell, Daphne Luong, Annie Wong, Faustinus K. Gozali, Andrew Ho, Rod Philander, Corby Anderson
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Publication number: 20170169824Abstract: Input context for a statistical dialog manager may be provided. Upon receiving a spoken query from a user, the query may be categorized according to at least one context clue. The spoken query may then be converted to text according to a statistical dialog manager associated with the category of the query and a response to the spoken query may be provided to the user.Type: ApplicationFiled: February 17, 2017Publication date: June 15, 2017Applicant: Microsoft Technology Licensing, LLCInventors: Michael Bodell, John Bain, Robert Chambers, Karen M. Cross, Michael Kim, Nick Gedge, Daniel Frederick Penn, Kunal Patel, Edward Mark Tecot, Jeremy C. Waltmunson
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Publication number: 20170103346Abstract: A computer-implemented method and an apparatus reserve agents for enabling zero-waiting time agent interactions for customers requiring agent assistance. The method includes determining if a customer requires agent assistance. If it is determined that the customer requires agent assistance, then it is determined whether an agent associated with relevant skill is capable of being reserved for providing assistance to the customer. The determination of reservation of the agent is performed, at least in part, by generating a data structure representation. The agent is reserved for assisting the customer if it is determined that the agent is capable of being reserved for providing assistance to the customer. An offer for assistance is provisioned to the customer on at least one enterprise related interaction channel subsequent to the reservation of the agent. The reservation of the agent provides wait-less customer interaction with the agent upon customer acceptance of the offer.Type: ApplicationFiled: October 10, 2016Publication date: April 13, 2017Inventors: Michael BODELL, Vijay Kumar JANDHYALA, Yellu Madhusudhan REDDY
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Publication number: 20170098450Abstract: Techniques and systems to provide speech recognition services over a network using a standard interface are described. In an embodiment, a technique includes accepting a speech recognition request that includes at least audio input, via an application program interface (API). The speech recognition request may also include additional parameters. The technique further includes performing speech recognition on the audio according to the request and any specified parameters; and returning a speech recognition result as a hypertext protocol (HTTP) response. Other embodiments are described and claimed.Type: ApplicationFiled: December 19, 2016Publication date: April 6, 2017Applicant: MICROSOFT TECHNOLOGY LICENSING, LLCInventors: Robert L. Chambers, Michael Bodell, Daphne Luong, Annie Wong, Faustinus K. Gozali, Andrew Ho, Rod Philander, Corby Anderson
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Patent number: 9576573Abstract: Input context for a statistical dialog manager may be provided. Upon receiving a spoken query from a user, the query may be categorized according to at least one context clue. The spoken query may then be converted to text according to a statistical dialog manager associated with the category of the query and a response to the spoken query may be provided to the user.Type: GrantFiled: August 29, 2011Date of Patent: February 21, 2017Assignee: Microsoft Technology Licensing, LLCInventors: Michael Bodell, John Bain, Robert Chambers, Karen M. Cross, Michael Kim, Nick Gedge, Daniel Frederick Penn, Kunal Patel, Edward Mark Tecot, Jeremy C. Waltmunson
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Patent number: 9570078Abstract: Techniques and systems to provide speech recognition services over a network using a standard interface are described. In an embodiment, a technique includes accepting a speech recognition request that includes at least audio input, via an application program interface (API). The speech recognition request may also include additional parameters. The technique further includes performing speech recognition on the audio according to the request and any specified parameters; and returning a speech recognition result as a hypertext protocol (HTTP) response. Other embodiments are described and claimed.Type: GrantFiled: June 19, 2009Date of Patent: February 14, 2017Assignee: MICROSOFT TECHNOLOGY LICENSING, LLCInventors: Robert L. Chambers, Michael Bodell, Daphne Luong, Annie Wong, Faustinus K. Gozali, Andrew Ho, Rod Philander, Corby Anderson
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Publication number: 20170026517Abstract: A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.Type: ApplicationFiled: March 31, 2016Publication date: January 26, 2017Inventors: Patrick NGUYEN, Matthew OSHRY, Michael BODELL
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Publication number: 20160294952Abstract: A computer-implemented method and an apparatus for facilitating stateless representation of interaction flow states associated with customer interactions includes effecting generation of a first uniform resource locator (URL) indicative of a textual input received from a customer during an online interaction. The first URL is configured to identify a state machine and a state within the state machine for facilitating processing of the textual input. An intention of the customer is predicted from the first URL using the state machine and the state within the state machine. At least one next action is determined based on the predicted intention. A second URL including a response to the textual input is generated. The response is determined based on the at least one next action. The second URL is configured to identify a next interaction state for the online interaction. The response is provisioned to the customer during the online interaction.Type: ApplicationFiled: March 28, 2016Publication date: October 6, 2016Inventors: Michael BODELL, Matthew OSHRY, Ravali DEVARAPALLI
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Publication number: 20160239848Abstract: A computer-implemented method and an apparatus for automatic execution of at least one next action during a customer interaction receives current information related to a customer from at least one device associated with the customer. At least one next action is determined for the customer in response to the received current information. The at least one next action is determined based on the current information and stored past information corresponding to the customer. Further, an automatic execution of the at least one next action is effected on behalf of the customer if the at least one next action satisfies one or more predefined criteria. The at least one next action is executed on a device from among the at least one device associated with the customer.Type: ApplicationFiled: February 11, 2016Publication date: August 18, 2016Inventors: Andrew Liang Ping CHANG, Michael BODELL, Kathy L. BROWN, Michael MONEGAN