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.

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.

Abstract: A method is provided for designing an interface system. The method includes receiving a call from a customer at a call center, and logging a reason the customer is calling the call center. Subsequently, reasons from multiple customers are collected and categorized into task categories to be performed by the interface system. Menu options can then be designed based upon the task categories. The menu options include some of the language the customers used to express the reason for calling the call center. Performance of the interface system is evaluated by using cumulative response time (CRT), which is a total time a user interfaces with the system, and routing accuracy. The routing accuracy accounts for whether the user successfully navigated the interface system to a correct destination, whether the user navigated to an incorrect destination, and whether the user did not navigate to any destination.

Abstract: A method of providing a caller with a directory assistance dialog. The dialog is configurable, at any level of the dialog, from an automated speech recognition (ASR) dialog to an operator-assisted (OP) dialog. The dialog is handed off to an operator if any level of the speech recognition dialog fails. Also, a configuration switch may be set to cause the dialog to be handed off to an operator even if a response at some level of the ASR dialog is successfully recognized.

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.

Abstract: A system and method for forming a cooked, shaped product (e.g., an animal food) is provided. A flowable substrate is introduced into one or more shaping chambers in a fixture configured to both shape and cook the substrate. An ultrasonic energy source in communication with the fixture vibrates the walls of the one of more shaping chambers to cook the substrate in a desired manner. The fixture also may be configured to produce a shaped, hollow product and a multi-layer product.

Abstract: A method and system for automated speech-enabled responses to caller requests for information prompts caller requests for information from a menu that lists options based upon the frequency of requests for information and for automated collection and updating of content based upon the feedback provided by customers. For instance, a task analyzer classifies information requested by caller opening statements with the classifications based on the task the caller intends to accomplish. For a menu that provides information on telephone services, classifications may include instructions on how to use a service, pre-purchase information, identification of the services that the caller subscribes to, the cost of services, post-purchase information and identification of the caller's long distance carrier.

Abstract: A method and system for an automated departure strategy from an automated system includes a track engine and an error engine. The track engine allows for the tracking and storing of one or more utterances spoken by a caller in response to one or more prompts. In addition, the track engine classifies each of the utterances with a confidence level. The error engine determines when one of the utterances initiates an error condition and transfers the caller to an operator on the occurrence of the error condition. In addition to transferring the caller to the operator, the error engine plays to the operator an error utterance, causing the error condition, and a preceding utterance, preceding the error utterance. Furthermore, the error engine populates an operator screen with information provided by the caller in the utterances for utterances classified with a high level of confidence.

Abstract: A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine the frequency of reasons or tasks of why users interact with a particular system. These reasons and their relative frequencies are used to design interface options that emphasize the user's task categories. Finally, the customer-centric interface designs are evaluated and compared with existing system interfaces using usability tests with actual users performing the tasks. The results from usability tests are used to pinpoint the task-option combinations that do not work well and which should be revised. Benefits of this customer-centric design are improved systems performance and increased user satisfaction.

Abstract: A method and system for automating the disambiguation of search results includes one or more database including a plurality of records, a search engine, and a disambiguation engine. The search engine allows for the searching of one or more of the databases for one or more search terms provided by a caller. The disambiguation engine differentiates between one or more returned records located by the search engine where the returned records satisfy the search terms. Furthermore, the disambiguation engine disambiguates the returned records based on the number of the returned records. The disambiguation engine disambiguates the returned records by providing a direct choice if the number of returned records is below a low threshold, providing a pick list if the number of returned records is between the low threshold and a high threshold, and requesting additional information if the number of returned records is above the high threshold.

Abstract: A system and method for moving a flowable substrate through a chamber is provided. The chamber extends between first and second open ends and is both shaped and heated such that the flowable substrate can be shaped and cooked therein. A pushing force is applied to the cooked substrate to expel the cooked substrate through the second open end. In one embodiment, the pushing force is provided by a pushing device that extends into the chamber at the first open end to loosen the cooked substrate from the chamber walls and to cause the cooked substrate to exit the chamber through the second open end. In another embodiment, the pushing force is provided by a fill device that continuously introduces the flowable substrate into the chamber. In certain embodiments, an ultrasonic energy source may be provided to prevent adherence of the food product to the chamber walls and/or to assist in loosening any adhered food product from the chamber walls.

Abstract: A method and system for an automated departure strategy from an automated system includes a track engine and an error engine. The track engine allows for the tracking and storing of one or more utterances spoken by a caller in response to one or more prompts. In addition, the track engine classifies each of the utterances with a confidence level. The error engine determines when one of the utterances initiates an error condition and transfers the caller to an operator on the occurrence of the error condition. In addition to transferring the caller to the operator, the error engine plays to the operator an error utterance, causing the error condition, and a preceding utterance, preceding the error utterance. Furthermore, the error engine populates an operator screen with information provided by the caller in the utterances for utterances classified with a high level of confidence.

Abstract: A method, system and apparatus are provided for conducting a dialog exchange between an interactive voice response (IVR) system and a user. In general, the dialog exchange between the user and the IVR system is effected by the persona of the IVR system. The persona is selected from a library of personas in accordance with the user's personality or demeanor. To determine the user's personality or demeanor, the IVR system monitors the user's responses, verbal or otherwise, to system prompts and adjusts the IVR system's persona in response to changes in the user's personality or demeanor.

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.

Abstract: A method and system for automated speech-enabled responses to caller requests for information prompts caller requests for information from a menu that lists options based upon the frequency of requests for information and for automated collection and updating of content based upon the feedback provided by customers. For instance, a task analyzer classifies information requested by caller opening statements with the classifications based on the task the caller intends to accomplish. For a menu that provides information on telephone services, classifications may include instructions on how to use a service, pre-purchase information, identification of the services that the caller subscribes to, the cost of services, post-purchase information and identification of the caller's long distance carrier.

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.

Abstract: A method and system for automating categorization of statements includes a categorization system having a plurality of rules to categorize the statements, a rule engine, and a category engine. The rule engine allows for the creation and storage of objective rules used to categorize the statements. The category engine automatically applies the rules to a list of statements in order to categorize the statements and automatically determines a category label for each statement. The category engine further creates an output file including each statement and the corresponding category label. The use of objective rules to categorize the statements allows for reliable and consistent categorization results and eliminates any subjectiveness in the categorization of the statements.

Abstract: A system and method for moving a flowable substrate through a chamber is provided. The chamber extends between first and second open ends and is both shaped and heated such that the flowable substrate can be shaped and cooked therein. A pushing force is applied to the cooked substrate to expel the cooked substrate through the second open end. In one embodiment, the pushing force is provided by a pushing device that extends into the chamber at the first open end to loosen the cooked substrate from the chamber walls and to cause the cooked substrate to exit the chamber through the second open end. In another embodiment, the pushing force is provided by a fill device that continuously introduces the flowable substrate into the chamber. In certain embodiments, an ultrasonic energy source may be provided to prevent adherence of the food product to the chamber walls and/or to assist in loosening any adhered food product from the chamber walls.

Abstract: The present invention is drawn the a method and system for a single step filling process for a fluid food product. More particularly, the method and system eliminates the necessity of addition of large amounts of gums.

Abstract: A system and method for forming a cooked, shaped product (e.g., an animal food) is provided. A flowable substrate is introduced into one or more shaping chambers in a fixture configured to both shape and cook the substrate. An ultrasonic energy source in communication with the fixture vibrates the walls of the one of more shaping chambers to cook the substrate in a desired manner. The fixture also may be configured to produce a shaped, hollow product and a multi-layer product.