Patents by Inventor Paul Bryan Deans

Paul Bryan Deans 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).

  • Information provision for call centres
    Patent number: 7542902
    Abstract: A voice platform monitors a conversation between a call center agent and a caller to identify any predetermined keywords or phrases used in the conversation therebetween. These keywords or phrases can then be used to interface into an existing knowledge management system in order to allow information from the system to be pushed to the agent, thus improving agent efficiency. In a preferred embodiment additional processing is provided which generates an information item score based in the detected keywords or phrases, and those information items with the highest scores are then pushed to the agent, by displaying shortcuts to the information to the agent in the form of a shortcut tree.
    Type: Grant
    Filed: July 25, 2003
    Date of Patent: June 2, 2009
    Assignee: British Telecommunications plc
    Inventors: Francis J Scahill, Paul Bryan Deans, Simon Patrick Alexander Ringland