Patents by Inventor Benjamin A. Knott

Benjamin A. Knott 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).

  • Patent number: 7460650
    Abstract: A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs.
    Type: Grant
    Filed: May 24, 2004
    Date of Patent: December 2, 2008
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Robert R. Bushey, Benjamin A. Knott, John M. Martin
  • Publication number: 20080273687
    Abstract: A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customers' selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer's interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.
    Type: Application
    Filed: July 21, 2008
    Publication date: November 6, 2008
    Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventors: Benjamin A. Knott, Theodore B. Pasquale, Kurt M. Joseph, Scott H. Mills, James T. Miller, Robert R. Bushey, John M. Martin
  • Publication number: 20080267365
    Abstract: A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination.
    Type: Application
    Filed: July 15, 2008
    Publication date: October 30, 2008
    Applicant: AT&T Intellectual Property I, L.P.
    Inventors: Robert R. Bushey, John M. Martin, Benjamin A. Knott
  • Patent number: 7418095
    Abstract: A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customers' selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer's interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.
    Type: Grant
    Filed: March 6, 2003
    Date of Patent: August 26, 2008
    Assignee: AT&T Knowledge Ventures, L.P.
    Inventors: Benjamin A. Knott, Theodore B. Pasquale, Kurt M. Joseph, Scott H. Mills, James T. Miller, Robert R. Bushey, John M. Martin
  • Patent number: 7418093
    Abstract: A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a metric that describes the system in monetary terms.
    Type: Grant
    Filed: January 30, 2007
    Date of Patent: August 26, 2008
    Assignee: AT&T Knowledge Ventures, L.P.
    Inventors: Benjamin A. Knott, Robert R. Bushey
  • Patent number: 7415101
    Abstract: A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination.
    Type: Grant
    Filed: December 15, 2003
    Date of Patent: August 19, 2008
    Assignee: AT&T Knowledge Ventures, L.P.
    Inventors: Robert R. Bushey, John M. Martin, Benjamin A. Knott
  • Patent number: 7379537
    Abstract: A method and system for automating the creation of customer-centric interfaces includes a customer-centric interface system automatically creating a customer-centric interface, a collection engine, a customer language engine, a task frequency engine, a customer structure engine, and a customer performance engine. The collection engine collects a plurality of customer intention information. The customer language engine utilizes the customer intention information to create customer-centric menu prompts using the customers own terminology and action specific object words. The task frequency engine determines a frequency of occurrence for the tasks for which the customers contact the customer-centric interface and orders the tasks within the customer-centric interface. The customer structure engine determines how the customers relate the tasks together and groups the tasks according to task relationships.
    Type: Grant
    Filed: August 13, 2002
    Date of Patent: May 27, 2008
    Assignee: AT&T Knowledge Ventures, L.P.
    Inventors: Robert R. Bushey, Theodore B. Pasquale, Scott H. Mills, John M. Martin, Benjamin A. Knott, Kurt M. Joseph
  • Patent number: 7272222
    Abstract: A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and report the complaint without having to speak with a customer service representative. The complaint module obtains the customer telephone number and retrieves customer account information using the customer telephone number. Using the customer account information, the complaint module extrapolates a type of complaint for the customer complaint and prompts the customer for information regarding the customer complaint and the type of the complaint. The customer provides customer responses to the prompts and the complaint module provides an indication to the customer regarding each customer response.
    Type: Grant
    Filed: October 25, 2004
    Date of Patent: September 18, 2007
    Assignee: SBC Technology Resources, Inc.
    Inventors: Kurt M. Joseph, Robert R. Bushey, Benjamin A. Knott, John M. Martin
  • Patent number: 7249321
    Abstract: A communication system includes a criteria matrix for calculating a dialogue score in response to a request for a dialogue model from a dialogue node within a communication action. The criteria matrix also incorporates a dialogue selection table for selecting an appropriate dialogue type, based on the calculated score.
    Type: Grant
    Filed: September 10, 2003
    Date of Patent: July 24, 2007
    Assignee: AT&T Knowlege Ventures, L.P.
    Inventors: Robert R. Bushey, Benjamin A. Knott, Theodore B. Pasquale
  • Patent number: 7174011
    Abstract: A method and system for use with a customer call center that processes telephone calls. If the customer is placed on hold at anytime during the call, the customer is provided with an audio indication that notifies the customer of expected duration of the wait time and the progress of the task that resulted in the wait.
    Type: Grant
    Filed: July 11, 2003
    Date of Patent: February 6, 2007
    Inventors: Philip T. Kortum, Benjamin A. Knott, Randolph G. Bias, Robert R. Bushey
  • Patent number: 7170992
    Abstract: A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a metric that describes the system in monetary terms.
    Type: Grant
    Filed: October 12, 2004
    Date of Patent: January 30, 2007
    Assignee: SBC Properties, L.P.
    Inventors: Benjamin A. Knott, Robert R. Bushey
  • Patent number: 7131117
    Abstract: A method and system for automating the analysis of word frequencies includes a frequency system automatically analyzing a plurality of statements, a count engine, and a cluster engine. The count engine allows for the counting of unique words in the statements and the determination of a frequency of occurrence for each unique word. The frequency system further includes a phrase file allowing for the count engine to specify groups of words as single unique words and a synonym file allowing for the count engine to group one or more words together in synonym groups to be specified as single unique words. The cluster engine locates a plurality of clusters in the statements and determines a cluster frequency of occurrence for each of the clusters. The automated analysis of the statements allows for cost savings, more efficient use of time, and more reliable and consistent word frequency results.
    Type: Grant
    Filed: September 4, 2002
    Date of Patent: October 31, 2006
    Assignee: SBC Properties, L.P.
    Inventors: Scott H. Mills, Kurt M. Joseph, Robert R. Bushey, John M. Martin, Benjamin A. Knott, Theodore B. Pasquale
  • Patent number: 7110949
    Abstract: A method for analyzing and adjusting the performance of a speech-enabled application includes selecting a number of user utterances that were previously received by the speech-enabled application. The speech-enabled application receives such user utterances and associates each user utterance with an action-object based on one or more salient terms in the user utterance that are associated with the action-object. The method further includes associating one of a number of action-objects with each of the selected user utterances. Furthermore, for each action-object, the percentage of the utterances associated with the action-object that include at least one of the salient terms associated with the action-object is determined. If the percentage does not exceed a selected threshold, the method also includes adjusting the one or more salient terms associated with the action-object.
    Type: Grant
    Filed: September 13, 2004
    Date of Patent: September 19, 2006
    Assignee: AT&T Knowledge Ventures, L.P.
    Inventors: Robert R. Bushey, Benjamin A. Knott, John M. Martin
  • Patent number: 7080323
    Abstract: A communication system includes a selection module for selecting appropriate user interface types for nodes within a task. The selection module interacts with a selection criteria library and a user interface dialogue model library to determine an appropriate user interface. Selection criteria library and user interface dialogue model library may be selectively and dynamically adapted to reflect environmental, customer and organization changes.
    Type: Grant
    Filed: October 3, 2002
    Date of Patent: July 18, 2006
    Assignee: SBC Properties, L.P.
    Inventors: Benjamin A. Knott, Robert R. Bushey
  • Patent number: 7043435
    Abstract: A computer-implemented method is described for optimizing prompts for a speech-enabled application. The speech-enabled application is operable to receive communications from a number of users and communicate one or more prompts to each user to illicit a response from the user that indicates the purpose of the user's communication. The method includes determining a number of prompt alternatives (each including one or more prompts) to evaluate and determining an evaluation period for each prompt alternative. The method also includes automatically presenting each prompt alternative to users during the associated evaluation period and automatically recording the results of user responses to each prompt alternative. Furthermore, the method includes automatically analyzing the recorded results for each prompt alternative based on one or more performance criteria and automatically implementing one of the prompt alternatives based on the analysis of the recorded results.
    Type: Grant
    Filed: September 16, 2004
    Date of Patent: May 9, 2006
    Assignee: SBC Knowledgfe Ventures, L.P.
    Inventors: Benjamin A. Knott, Robert R. Bushey, John M. Martin
  • Patent number: 7027586
    Abstract: A method for intelligently routing customer communications to an agent includes receiving a customer's request to initiate communications. A modality of the requested communications is identified and a profile of the customer is obtained. An agent model is generated for each modality supported by each agent. An agent model is selected from a set of agent models for each of a set of agents, based upon the identified modality. The profile of the customer is compared with the selected model for each of the set of agents to determine a best match. A communications connection is established between the customer and the best matched agent.
    Type: Grant
    Filed: December 18, 2003
    Date of Patent: April 11, 2006
    Assignee: SBC Knowledge Ventures, L.P.
    Inventors: Robert R. Bushey, Benjamin A. Knott
  • Patent number: 6853722
    Abstract: A method and system for automating customer slamming and cramming complaints includes an automated reporting system having one or more receiving devices and a complaint module. Customers who want to report a slam or cram access the automated reporting system and report the complaint without having to speak with a customer service representative. The complaint module obtains the customer telephone number and retrieves customer account information using the customer telephone number. Using the customer account information, the complaint module extrapolates a type of complaint for the customer complaint and prompts the customer for information regarding the customer complaint and the type of the complaint. The customer provides customer responses to the prompts and the complaint module provides an indication to the customer regarding each customer response.
    Type: Grant
    Filed: April 29, 2002
    Date of Patent: February 8, 2005
    Assignee: SBC Technology Resources, Inc.
    Inventors: Kurt M. Joseph, Robert R. Bushey, Benjamin A. Knott, John M. Martin
  • Patent number: 6847711
    Abstract: A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a metric that describes the system in monetary terms.
    Type: Grant
    Filed: February 13, 2003
    Date of Patent: January 25, 2005
    Assignee: SBC Properties, L.P.
    Inventors: Benjamin A. Knott, Robert R. Bushey
  • Patent number: 6842504
    Abstract: A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.
    Type: Grant
    Filed: August 13, 2002
    Date of Patent: January 11, 2005
    Assignee: SBC Properties, L.P.
    Inventors: Scott H. Mills, Kurt M. Joseph, Theodore B. Pasquale, Robert R. Bushey, John M. Martin, Benjamin A. Knott
  • Publication number: 20040230438
    Abstract: A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers' interaction with the customer service center and the customers' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.
    Type: Application
    Filed: May 13, 2003
    Publication date: November 18, 2004
    Applicant: SBC Properties, L.P.
    Inventors: Theodore B. Pasquale, Robert R. Bushey, Benjamin A. Knott