100 results about "Human agent" patented technology

A method of providing rapid business support of insured property using image analysis can include the step of receiving at least one digital image of damaged property. Damage can be automatically accessed for insurance purposes based upon the received images. An incident response can be automatically determined based at least in part upon the damage assessment. Incident responses can include, but are not limited to, tendering a claim payoff offer, referring a claim to a human agent, providing repair instructions, and/or arranging for a physical damage assessment of the damaged property.

A speech-to-text conversion module uses a central database of user speech profiles to convert speech to text. Incoming audio information is fragmented into numerous audio fragments based upon detecting silence. The audio information is also converted to numerous text files by any number of speech engines. Each text file is then fragmented into numerous text fragments based upon the boundaries established during the audio fragmentation. Each set of text fragments from the different speech engines corresponding to a single audio fragments is then compared. The best approximation of the audio fragment is produced from the set of text fragments; a hybrid may be produced. If no agreement is reached, the audio fragment and set the text fragments are sent to human agents who verify and edit to produce a final edited text fragment that best corresponds to the audio fragment. Fragmentation that produces overlapping audio fragments requires splicing of the final text fragments to produce the output text file.

A contact center for servicing a contact is provided that includes (a) an input operable to receive a contact from a customer; (b) a selection function 26 operable to direct the contact to a human agent associated with the contact center for servicing; and (c) a contact monitor 62 operable (a) to track a service time required by the human agent to service the contact and (b), when the service time at least one of equals and exceeds a selected first threshold, notify the agent that the selected first threshold has been at least one of equaled and exceeded.

A method and apparatus for screening and blocking certain telecommunications sent via a communication network by telemarketers or other message senders is disclosed. This service is provided to subscribing parties that initiate the telecommunications. A periodically updated “do-not-contact” database is incorporated in cooperation with network nodes to block screened messages from being delivered to an intended destination that is listed in the database. Screening and blocking can be accomplished on the customer premises or at a network node shared with non-subscribing parties. The network node ignores messages sent from non-subscribing parties. Various marking or screening techniques can be used to identify those telecommunication messages sent from or on behalf of subscribing message senders. Blocking is accomplished by various techniques including audio disconnect instructions routed back to a human agent, or actuating coded signals to automatically cancel delivery in accordance with the updated database.

A method for a speech response system to automatically transfer users to human agents. The method can establish an interactive dialog session between a user and an automated speech response system. An error score can be established when the interactive dialog session is initiated. During the interactive dialog session, responses to dialog prompts can be received. Error weights can be assigned to receive responses determined to be non-valid responses. Different non-valid responses can be assigned different error weights. For each non-valid response, the assigned error weight can be added to the error score. When a value of the error score exceeds a previously established error threshold, a user can be automatically transferred from the automated speech response system to a human agent.

The invention provides a voice auto-answer cloud server, a voice auto-answer system and a voice auto-answer method. The voice auto-answer cloud server comprises a communication unit, a first recognition unit, a second recognition unit, a research and response unit and a human transferring unit. The communication unit is used for receiving a voice request sent by a user. The first recognition unit conducts recognition and fuzzy matching on the voice request so as to search for a user need category which matches with the voice request. If the user need category is successfully searched, the second recognition unit prompts the user to send out fine query information which corresponds to the user need category, receives and recognizes the fine query information. The search and response unit searches corresponding response information according to the user need category and the fine query information and sends the response information to the user. The human transferring unit transfers the user need category to a human agent if the user need category is not successfully searched. The voice auto-answer cloud server, the voice auto-answer system and the voice auto-answer method can improve reliability of automatic speech response.

The invention relates to a network communication technology, in particular to a virtual-reality-based network conference method. The method is characterized in that: the method is implemented by a network database, a master virtual venue terminal, conference participant terminals and controls, wherein the master virtual venue terminal and the conference participant terminals form a venue model with the network database, and are connected with the network database; the controls are installed at the master virtual venue terminal and the conference participant terminals; and the method comprises the conference initiation of the controls installed at the master virtual venue terminal and the conference participant terminals, the enrolling of conference participants and the conferencing. In the virtual-reality-based network conference method provided by the invention, virtual reality simulation software Vega is integrated with virtual human simulation software DI-GuyScenario to construct a virtual venue environment, a virtual human agent with sense of reality is established by three-dimensional modeling software, and the synthesis of the distributed venue and the consistency of behaviors of each conference participant terminal virtual agent are realized by the database and Winsock network communication.

A computer-implemented method for providing a helpdesk service comprises receiving an electronic request from a user for help on a specified problem, automatically performing a search in a knowledge base system to find potential solutions to the problem, and assigning a confidence rating to each potential solution found. If any potential solutions are found with confidence ratings greater than a threshold value, they are automatically returned to the user without involving a human agent. If no potential solution is found with a confidence rating greater than a threshold value, the request is automatically passed to a human agent for action. Any potential solutions with confidence ratings lower than the threshold value but greater than a second, lower threshold value are automatically presented to the agent as suggested solutions.

A contact centre (120) is desirably tested for operating performance by simulating calls in the contact centre (120) in an automated manner. Simulation of calls is achieved with the use of virtual agents that mimic the behaviour of human agents that ordinarily deal with caller enquiries in a contact centre (120). A set of virtual agents, which can mirror their human counterparts, can be generated and assigned activities and behaviours that simulate the behaviour of human agents. These virtual agents can thus be enlisted in testing campaigns placed within the contact centre (120), and assigned to answer calls as if they were in fact human agents, in accordance with the usual operation of the contact centre environment.

Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.