Patents Assigned to Interactions Corporation
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Publication number: 20140112460Abstract: 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 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).Type: ApplicationFiled: December 20, 2013Publication date: April 24, 2014Applicant: Interactions CorporationInventor: Michael Eric Cloran
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Patent number: 8626520Abstract: 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 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).Type: GrantFiled: July 3, 2013Date of Patent: January 7, 2014Assignee: Interactions CorporationInventor: Michael Eric Cloran
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Patent number: 8484031Abstract: An interactive response system mixes HSR subsystems with ASR subsystems to facilitate overall capability of voice user interfaces. The system permits imperfect ASR subsystems to nonetheless relieve burden on HSR subsystems. An ASR proxy is used to implement an IVR system, and the proxy decides, based on a set of rules, to route an utterance solely to one ASR, to route it to an HSR in addition to at least one ASR, to route it solely to one or more HSR subsystem, to reroute an utterance originally sent to an ASR over to an HSR, to use HSRs to help tune and train one or more ASRs, and to use multiple ASRs to increase reliability of results.Type: GrantFiled: March 24, 2011Date of Patent: July 9, 2013Assignee: Interactions CorporationInventors: Yoryos Yeracaris, Philip M. Gray, James P. Dreher
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Patent number: 8484042Abstract: 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 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).Type: GrantFiled: December 7, 2012Date of Patent: July 9, 2013Assignee: Interactions CorporationInventor: Michael Eric Cloran
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Publication number: 20130096924Abstract: 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).Type: ApplicationFiled: December 7, 2012Publication date: April 18, 2013Applicant: INTERACTIONS CORPORATIONInventor: Interactions Corporation
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Patent number: 8223944Abstract: Systems and methods are described for improving connection to and management of conference calls. An inference/rules engine and human backed speech interpretation subsystem enable the system to efficiently use knowledge about the call to identify the caller and determine to which conference he or she should be connected. During the conference, a virtual assistant is available to interpret and execute system commands spoken by a caller, such as in a side conference accessed via DTMF tones.Type: GrantFiled: November 15, 2009Date of Patent: July 17, 2012Assignee: Interactions CorporationInventors: Michael Eric Cloran, Mitchell Gregory Shields, Theron Justin Lamm, Jeromey Russell Goetz, David Paul Heitzman, Jason Aaron Kolb
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Publication number: 20100061529Abstract: 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 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).Type: ApplicationFiled: September 1, 2009Publication date: March 11, 2010Applicant: INTERACTIONS CORPORATIONInventor: Michael Eric Cloran