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Method and system for scheduling inbound inquiries

A method and system schedules inbound inquiries, such as inbound telephone calls, for response by agents in an order that is based in part on the forecasted outcome of the inbound inquiries. A scheduling module applies inquiry information to a model to forecast the outcome of an inbound inquiry. The forecasted outcome is used to set a priority value for ordering the inquiry. The priority value may be determined by solving a constrained optimization problem that seeks to maximize an objective function, such as maximizing an agent's productivity to produce sales or to minimize inbound call attrition. The inbound call may be placed on a virtual hold or be responded to on a real-time basis based on the inbound inquiry's priority value. A modeling module generates models that forecast inquiry outcomes based on a history and inquiry information. Statistical analysis such as regression analysis determines the model with the outcome related to the nature of the inquiry. Forecasted outcomes are based on the goal of the inbound calls and include factors such as probability an inbound caller will hang up, probability that an inbound caller will alter a business relationship based on hold time, probability that an inbound caller will make a purchase, and the relative probable reward of responding to an inbound call.
Owner:UNWIRED BROADBAND INC

Method and apparatus for automatically identifying animal species from their vocalizations

Relatively powerful hand-held computing devices, Digital Signal Processors, Audio signal processing technology, voice recognition technology, expert systems, Hidden Markov Models, and/or neural networks are employed in a device capable of real-time automated species identification by listening to bird vocalizations in the field, analyzing their waveforms, and comparing these waveforms against known reference samples. An apparatus for identifying animal species from their vocalizations, comprises a source of digital signal representative of at least one animal candidate vocalization; a feature extractor that receives the digital signal, recognizes notes therein and extracts phrases including plural notes and that produces a parametric representation of the extracted phrases; and a comparison engine that receives the parametric representation of at least one of the digital signal and the extracted phrases, and produces an output signal representing information about the animal candidate based on a likely match between the animal candidate vocalization and known animal vocalizations. A computer-implemented method of identifying animal species, comprises: obtaining a digital signal representing a vocalization by a candidate animal; transforming the digital signal into a parametric representation thereof; extracting from the parametric representation a sequence of notes defining a phrase; comparing the phrase to phrases known to be produced by a plurality of possible animal species; and identifying a most likely match for the vocalization by the candidate animal based upon the comparison. The comparison engine or comparison function may use Hidden Markov Models, expert systems and/or neural networks.
Owner:WILDLIFE ACOUSTICS
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