Patents by Inventor Stephen D. Klein

Stephen D. Klein 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).

  • Methods and apparatus for use in computer-to-human escalation
    Patent number: 8275117
    Abstract: A system and method are provided for escalating a user or customer to a live agent from a conversational agent when predetermined criteria are met. The conversational agent textually converses in so-called natural language interaction and can run on a computer, such as a server. Upon receiving a first query, the conversational agent creates a new case, and interacts with the customer, in an attempt to resolve the case and satisfy the user. The predetermined criteria for escalation may include a determination that the conversational agent is unable to satisfy a computer-to-computer information request. Alternatively, the predetermined criteria may include patterns and/or words associated with frustration, for example, and/or unrecognized query subject matter, high priority queries, for example to increase sales, etc.
    Type: Grant
    Filed: June 9, 2011
    Date of Patent: September 25, 2012
    Assignee: Microsoft Corporation
    Inventors: Francois Huet, Damien Saint Macary, Gray Salmon Norton, Stephen D. Klein, Timothy Kay
  • METHODS AND APPARATUS FOR USE IN COMPUTER-TO-HUMAN ESCALATION
    Publication number: 20110235797
    Abstract: A system and method are provided for escalating a user or customer to a live agent from a conversational agent when predetermined criteria are met. The conversational agent textually converses in so-called natural language interaction and can run on a computer, such as a server. Upon receiving a first query, the conversational agent creates a new case, and interacts with the customer, in an attempt to resolve the case and satisfy the user. The predetermined criteria for escalation may include a determination that the conversational agent is unable to satisfy a computer-to-computer information request. Alternatively, the predetermined criteria may include patterns and/or words associated with frustration, for example, and/or unrecognized query subject matter, high priority queries, for example to increase sales, etc.
    Type: Application
    Filed: June 9, 2011
    Publication date: September 29, 2011
    Applicant: MICROSOFT CORPORATION
    Inventors: Francois Huet, Damien Saint Macary, Gray Salmon Norton, Stephen D. Klein, Timothy Kay
  • Methods and apparatus for use in computer-to-human escalation
    Patent number: 7983411
    Abstract: A conversational agent receives a textual user message and escalates the user to a live agent if predetermined criteria are met.
    Type: Grant
    Filed: March 24, 2005
    Date of Patent: July 19, 2011
    Assignee: Microsoft Corporation
    Inventors: Francois Huet, Damien Saint Macary, Gray Salmon Norton, Stephen D. Klein, Timothy Kay