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11687results about "Special service for subscribers" patented technology

Conversational computing via conversational virtual machine

A conversational computing system that provides a universal coordinated multi-modal conversational user interface (CUI) (10) across a plurality of conversationally aware applications (11) (i.e., applications that “speak” conversational protocols) and conventional applications (12). The conversationally aware maps, applications (11) communicate with a conversational kernel (14) via conversational application APIs (13). The conversational kernel (14) controls the dialog across applications and devices (local and networked) on the basis of their registered conversational capabilities and requirements and provides a unified conversational user interface and conversational services and behaviors. The conversational computing system may be built on top of a conventional operating system and APIs (15) and conventional device hardware (16). The conversational kernel (14) handles all I/O processing and controls conversational engines (18). The conversational kernel (14) converts voice requests into queries and converts outputs and results into spoken messages using conversational engines (18) and conversational arguments (17). The conversational application API (13) conveys all the information for the conversational kernel (14) to transform queries into application calls and conversely convert output into speech, appropriately sorted before being provided to the user.
Owner:UNILOC 2017 LLC

Internet directory system and method using telephone number based addressing

An Internet directory system and method that is based on user telephone number addressing. The system includes an interactive white and yellow pages directory that is based on telephone numbers. Thus, a user's telephone number is a unique identifier used to key other information within the directory. The telephone number may also be used as the primary component of an email address, domain name, or web site URL for the user. The use of a telephone number as the primary component of an e-mail address or domain name greatly simplifies the process of locating a user. E-mail addresses and domain names may be readily found using standard telephone information services, such as "411", as well as other telephone-based methods for obtaining telephone directory information. This Internet directory system and method brings all communication methods and directory services together using one searchable key, a user's telephone number. The directory entry page may be created, edited and updated by the subscriber using simple html editing or using a voice telephone call or via fax, without the use of a personal computer. Thus, the present invention provides an open directory model wherein the end users construct the directory, and the directory is "living", i.e., dynamically changeable and updateable. The power of the directory is thus placed in the users' hands. The telephone based Internet directory system of the present invention also provides addressing for unified messaging as well as locality in addressing.

System and method for implementing wait time estimation in automatic call distribution queues

A system and method for predicting the wait time of a caller to a call center is disclosed. The call center associates a set of agents to which the caller may be queued. This set of agents selected may depend on the skills that each agent possesses, the type of service request made by the caller, caller priority, time of day, day of week and other conditions. An initial wait time estimate may then be given to the caller who is just queued. As a caller's conditions may dynamically change, a caller's position in the queue may also change as well as the pool of available agents. Periodic wait time estimate updates may also be given to the queued caller. A caller's wait time may be estimated based upon mean inter-arrival times for recently past calls into the call center. An average inter-arrival time may be calculated for the last several calls. Alternatively, a caller's wait time may be estimated based upon calls that are recently queued and dequeued. A table of values, Wnj, are maintained wherein each such value denoting the jth recent wait time of calls arriving with n calls already in the queue. An average value, Wn, for each n among all such Wnj, is thus calculated and a caller's estimated wait time is thus given, depending on how many calls are in the queue at the time of calling.
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