Patents by Inventor Isao Namba
Isao Namba 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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Patent number: 8341012Abstract: A working skill estimating program is provided for estimating working skills of each agent in the state of separating a disturbance factor from response records (incidents). A large category classifier is supplied with the incidents within a predetermined time and classifies the incidents according to classification rules, for creating the topic-classified incidents. A small category generator collects the analogous incidents for each task type of the topic-classified incidents and generates a small category. A disturbance distinguisher distinguishes if the incidents belonging to each small category are common response records that appear regularly over time or disturbances whose frequency exhibits a significant time dependency. Then, a skill estimator estimates the working skills of each agent for each task type by using only common incidents determined as the common information.Type: GrantFiled: July 27, 2005Date of Patent: December 25, 2012Assignee: Fujitsu LimitedInventors: Hideki Yamanaka, Takashi Yanase, Isao Namba
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Patent number: 7940915Abstract: This apparatus calculates, from the spoken dialogue data between a customer and an operator, the speech length of each speech. Then, it estimates the structure of the spoken dialogue data based on the speech length and specifies a speech-length-characteristic change time point (time) when the speaker who makes longer speeches changes. Then it extracts an information search time point (time) when the operator performs information search from operation log information about operator's operations performed during this conversation and determined both the ending time point of a part-to-elicit from the information search time point and the starting time point of the part-to-elicit from the speech length-characteristic change time point.Type: GrantFiled: April 28, 2006Date of Patent: May 10, 2011Assignee: Fujitsu LimitedInventors: Sachiko Onodera, Isao Namba
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Patent number: 7873155Abstract: In a work skill estimating device, an item information receiving unit receives, as item information, duration information of each dealing sequence in a customer call. A dealing duration estimating unit estimates a dealing duration of an item based on the item information received. A work skill estimating unit estimates an operator's work skill based on the dealing duration estimated. A skill map creating unit creates a skill map to comprehend the operator's work skill estimated.Type: GrantFiled: July 14, 2004Date of Patent: January 18, 2011Assignee: Fujitsu LimitedInventors: Takashi Yanase, Hideki Yamanaka, Isao Namba
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Patent number: 7849066Abstract: The apparatus acquires retrieval history data of information retrieval to be determined, and acquires voice data of the conversation heard about information necessary for the information retrieval. A predetermined keyword dictionary is referred to from the voice data, and an expression matching a keyword indicating necessary information for information retrieval is extracted, and defined as a keyword obtained before retrieval. Then, the keyword obtained before retrieval and the retrieval history data (a retrieval key, a selected document, and an order in the retrieval result of the selected document) are compared with the best case data accumulated in the best case data storage unit, the applicability of the keyword obtained before retrieval and the applicability of the retrieval key are determined, and the applicability of the information retrieving process is obtained based on the determination.Type: GrantFiled: April 28, 2006Date of Patent: December 7, 2010Assignee: Fujitsu LimitedInventors: Sachiko Onodera, Isao Namba
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Patent number: 7783027Abstract: A computer-readable recording medium having recorded therein agent training program in which when each agent has been performing an answer, agent identifier, and enquiry contents and contents of the answer are stored in a storage device. An enquiry pattern is extracted from enquiry contents. Respective agents' answers are evaluated, for each enquiry pattern, and by a model contents of the answer extraction section, contents of the answer of an agent with highest evaluation is extracted as model contents of the answer. The contents of the answer of a trainee agent and model contents of the answer are divided into predetermined phases, and corresponding phase of both are mutually compared to calculate ineptitude-degrees in respective phases of trainee agent.Type: GrantFiled: August 28, 2006Date of Patent: August 24, 2010Assignee: Fujitsu LimitedInventors: Satoshi Shinpuku, Yusuke Komaba, Takashi Yanase, Hideki Yamanaka, Sachiko Onodera, Isao Namba
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Patent number: 7536003Abstract: Speech keywords are extracted from voice data on a response that an operator has made to an inquiry from a customer while referring to case data. Response keywords to be responded to the inquiry are extracted from the case data. After detecting a common keyword in the speech and response keywords, a support keyword is extracted from the speech keywords that appears in the response at a time near the appearance of the common keyword and that does not match the response keywords. Auxiliary data is stored which includes case identification information uniquely identifying the case data, a customer level indicating a knowledge level of the customer about the inquiry, and the support keyword.Type: GrantFiled: January 3, 2007Date of Patent: May 19, 2009Assignee: Fujitsu LimitedInventors: Sachiko Onodera, Isao Namba
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Publication number: 20090030716Abstract: A recording medium including an order determining program, an order determining method, and an order determining apparatus. The order determining program causes an apparatus to calculate a total handling time by totaling a handling time corresponding to individual similar incidents. The order determining program also causes the apparatus to determine a knowledge creating order.Type: ApplicationFiled: March 6, 2008Publication date: January 29, 2009Applicant: FUJITSU LIMITEDInventor: Isao Namba
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Patent number: 7451139Abstract: An input section inputs a document set. A normalization section calculates a similarity as a relative value between documents, with respect to combinations of a plurality of documents, in the document set. The normalization section employs the tf·idf method. In tf·idf method, a document vector and a significance of a word included in the document is used to perform normalization to convert each similarity to an absolute value.Type: GrantFiled: October 28, 2002Date of Patent: November 11, 2008Assignee: Fujitsu LimitedInventor: Isao Namba
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Patent number: 7349899Abstract: The present invention provides a document clustering device which evaluates similarity between each document among documents and all the documents including the concerning document itself. And according to this evaluation result, the document clustering device divides the documents into non-hierarchical clusters. Thereby, the present invention realizes a document searching system which speedily retrieves a document satisfying a search condition from an accumulation of an enormous number of documents, and a FAQ preparing system which automatically prepares FAQ from an accumulation of an enormous number of sample questions and sample answers.Type: GrantFiled: January 31, 2002Date of Patent: March 25, 2008Assignee: Fujitsu LimitedInventor: Isao Namba
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Publication number: 20080071609Abstract: A basic work time corresponding to a work item received as case information is extracted from a basic work-time database. A standard work time generally required to process a case is computed. The standard work time is compared with an actual work time to evaluate work skill of each operator.Type: ApplicationFiled: January 25, 2007Publication date: March 20, 2008Applicant: FUJITSU LIMITEDInventors: Takashi Yanase, Isao Namba
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Publication number: 20080040113Abstract: Speech keywords are extracted from voice data on a response that an operator has made to an inquiry from a customer while referring to case data. Response keywords to be responded to the inquiry are extracted from the case data. After detecting a common keyword in the speech and response keywords, a support keyword is extracted from the speech keywords that appears in the response at a time near the appearance of the common keyword and that does not match the response keywords. Auxiliary data is stored which includes case identification information uniquely identifying the case data, a customer level indicating a knowledge level of the customer about the inquiry, and the support keyword.Type: ApplicationFiled: January 3, 2007Publication date: February 14, 2008Applicant: FUJITSU LIMITEDInventors: Sachiko Onodera, Isao Namba
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Patent number: 7328175Abstract: A transaction brokerage method and system brokering a transaction between an information transmitting terminal and an information receiving terminal, including registering a plurality of the information receiving terminals in advance; receiving a transaction request transmitted from the information transmitting terminal, the transaction request including the expiration time of the transaction request; and selecting one or more of the registered information receiving terminals within a predetermined range as the recipients of the transaction request and transmitting the transaction request. Transaction acceptances received within the expiration time included in the transaction request are validated and transmitted to the information transmitting terminal and a transaction possible or impossible indication is transmitted to the information receiving terminals.Type: GrantFiled: June 10, 2004Date of Patent: February 5, 2008Assignee: Fujitsu LimitedInventors: Sachiko Onodera, Ryo Ochitani, Isao Namba
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Publication number: 20070263840Abstract: A computer-readable recording medium having recorded therein agent training program in which when each agent has been performing an answer, agent identifier, and enquiry contents and contents of the answer are stored in a storage device. An enquiry pattern is extracted from enquiry contents. Respective agents' answers are evaluated, for each enquiry pattern, and by a model contents of the answer extraction section, contents of the answer of an agent with highest evaluation is extracted as model contents of the answer. The contents of the answer of a trainee agent and model contents of the answer are divided into predetermined phases, and corresponding phase of both are mutually compared to calculate ineptitude-degrees in respective phases of trainee agent.Type: ApplicationFiled: August 28, 2006Publication date: November 15, 2007Inventors: Satoshi Shinpuku, Yusuke Komaba, Takashi Yanase, Hideki Yamanaka, Sachiko Onodera, Isao Namba
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Publication number: 20070168337Abstract: The apparatus acquires retrieval history data of information retrieval to be determined, and acquires voice data of the conversation heard about information necessary for the information retrieval. A predetermined keyword dictionary is referred to from the voice data, and an expression matching a keyword indicating necessary information for information retrieval is extracted, and defined as a keyword obtained before retrieval. Then, the keyword obtained before retrieval and the retrieval history data (a retrieval key, a selected document, and an order in the retrieval result of the selected document) are compared with the best case data accumulated in the best case data storage unit, the applicability of the keyword obtained before retrieval and the applicability of the retrieval key are determined, and the applicability of the information retrieving process is obtained based on the determination.Type: ApplicationFiled: April 28, 2006Publication date: July 19, 2007Applicant: FUJITSU LIMITEDInventors: Sachiko Onodera, Isao Namba
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Publication number: 20070154006Abstract: This apparatus calculates, from the spoken dialogue data between a customer and an operator, the speech length of each speech. Then, it estimates the structure of the spoken dialogue data based on the speech length and specifies a speech-length-characteristic change time point (time) when the speaker who makes longer speeches changes. Then it extracts an information search time point (time) when the operator performs information search from operation log information about operator's operations performed during this conversation and determined both the ending time point of a part-to-elicit from the information search time point and the starting time point of the part-to-elicit from the speech length-characteristic change time point.Type: ApplicationFiled: April 28, 2006Publication date: July 5, 2007Applicant: FUJITSU LIMITEDInventors: Sachiko Onodera, Isao Namba
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Publication number: 20060210052Abstract: A working skill estimating program is provided for estimating working skills of each agent in the state of separating a disturbance factor from response records (incidents). A large category classifier is supplied with the incidents within a predetermined time and classifies the incidents according to classification rules, for creating the topic-classified incidents. A small category generator collects the analogous incidents for each task type of the topic-classified incidents and generates a small category. A disturbance distinguisher distinguishes if the incidents belonging to each small category are common response records that appear regularly over time or disturbances whose frequency exhibits a significant time dependency. Then, a skill estimator estimates the working skills of each agent for each task type by using only common incidents determined as the common information.Type: ApplicationFiled: July 27, 2005Publication date: September 21, 2006Applicant: FUJITSU LIMITEDInventors: Hideki Yamanaka, Takashi Yanase, Isao Namba
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Publication number: 20050201546Abstract: In a work skill estimating device, an item information receiving unit receives, as item information, duration information of each dealing sequence in a customer call. A dealing duration estimating unit estimates a dealing duration of an item based on the item information received. A work skill estimating unit estimates an operator's work skill based on the dealing duration estimated. A skill map creating unit creates a skill map to comprehend the operator's work skill estimated.Type: ApplicationFiled: July 14, 2004Publication date: September 15, 2005Inventors: Takashi Yanase, Hideki Yamanaka, Isao Namba
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Patent number: 6931398Abstract: By comprising a question sentence input unit for receiving a question sentence for retrieval, a retrieval execution unit for retrieving data from a database storing data to be retrieved and extracting data similar to the question sentence inputted by the question sentence input unit, a word contribution degree calculation unit for calculating the contribution degree of a word contributing to the extraction by the retrieval execution unit and a word contribution degree output unit for the contribution degree calculated by the word contribution degree calculation unit together with the corresponding word, the word to which importance is attached can be reported to a user.Type: GrantFiled: October 9, 2001Date of Patent: August 16, 2005Assignee: Fujitsu LimitedInventor: Isao Namba
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Publication number: 20040225600Abstract: A transaction brokerage method is for brokering a transaction between an information transmitting terminal and an information receiving terminal.Type: ApplicationFiled: June 10, 2004Publication date: November 11, 2004Applicant: Fujitsu LimitedInventors: Sachiko Onodera, Ryo Ochitani, Isao Namba
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Publication number: 20040181758Abstract: To extract words or the like intensively related to contents of text from the same text without necessity of cost required for a excessively large amount of man-power and thereby to generate the information of the text using these extracted words or the like.Type: ApplicationFiled: March 12, 2004Publication date: September 16, 2004Inventors: Satoshi Shinpuku, Isao Namba