1
Benjamin Anthony Knott, Robert R Bushey, John Mills Martin: System and method for automated performance monitoring for a call servicing system. AT&T Intellectual Property I, Toler Law Group PC, May 8, 2012: US08175253 (63 worldwide citation)

A system and method for monitoring and reporting automated call-processing performance is disclosed. Initially, performance metrics can be established for normal or acceptable system performance. Performance metrics may be determined for individual components and/or a combination of components in a ...


2
Benjamin Anthony Knott, Kurt M Joseph, Robert R Bushey, John Mills Martin: Announcement system and method of use. AT&T Intellectual Property I, Toler Law Group, May 3, 2011: US07936861 (56 worldwide citation)

The disclosure is directed to a system including a factor engine, an audio clip sequencing engine and an announcement engine. The factor engine is configured to identify an ordered set of menu options based on a plurality of weighted factors. The audio clip sequencing engine is responsive to the fac ...


3
Robert R Bushey, Benjamin Anthony Knott, John Mills Martin: System and method of utilizing a hybrid semantic model for speech recognition. AT&T Intellectual Property 1, Toler Law Group, November 11, 2008: US07450698 (29 worldwide citation)

A method for processing a call is disclosed. The method receives a speech input in connection with a call and transforms at least a segment of the speech input into a first textual format. The method also generates a first list of entries based, at least partially, on a consideration of the first te ...


4
Benjamin Anthony Knott, John Mills Martin, Robert Randal Bushey, Tracy Leigh Smart: Method and system for voice recognition menu navigation with error prevention and recovery. SBC Technology Resources, Baker Botts L, July 17, 2007: US07246062 (26 worldwide citation)

A method and system for error prevention and recovery of voice activated navigation through a menu having plural nodes provides situation dependent utterance verification by relating confirmation to utterance determination confidence levels. In one embodiment, a high confidence level results in impl ...


5
Robert R Bushey, Benjamin Anthony Knott, John Mills Martin, Sarah Korth: System and method for speech recognition-enabled automatic call routing. SBC Knowledge Ventures, Toler Schaffer, July 10, 2007: US07242751 (23 worldwide citation)

A system and method are disclosed for processing a call by receiving caller input in a speech format and utilizing phonemes to convert the speech input into word strings. The word strings are then converted into at least one object and at least one action. A synonym table is utilized to determine ac ...


6
Robert R Bushey, Michael Sabourin, Carl Potvin, Benjamin Anthony Knott, John Mills Martin: System and method for independently recognizing and selecting actions and objects in a speech recognition system. AT&T Intellectual Property I, Toler Law Group, December 1, 2009: US07627096 (21 worldwide citation)

A method for processing a call is disclosed. The method receives a speech input via a call and transforms at the speech input into a textual format. The method also creates a list of salient terms of actions and objects from the text, adjusts the confidence level of objects on the list if the domina ...


7
Robert R Bushey, Benjamin Anthony Knott, Sarah Korth: System and method for speech-enabled call routing. AT&T Intellectual Property I, Toler Law Group, July 6, 2010: US07751551 (17 worldwide citation)

A method of processing a call is disclosed. The method can transform speech input from a caller of a call into text and convert the text into an object and an action. The method determines a call destination based on the object and the action. The method can route the call to a destination when a ca ...


8
Robert R Bushey, Benjamin Anthony Knott, John Mills Martin: System and method for utilizing confidence levels in automated call routing. AT&T Intellectual Property I, Toler Law Group, May 25, 2010: US07724889 (15 worldwide citation)

A call routing system prompts a caller for information and receives a response from the caller. Based on the caller's response, a confidence value is assigned to the call. The confidence value can be assigned based on the likelihood that the received information is consistent with the prompt and oth ...


9
Robert R Bushey, Benjamin Anthony Knott, Sarah Korth: System and method of determining call treatment of repeat calls. AT&T Intellectual Property I, Toler Law Group, December 22, 2009: US07636432 (14 worldwide citation)

A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call, determining whether the repeat call is to receive a first treatment type and servicing the repeat call with the first treatment type when the repeat call is ...


10
Benjamin Anthony Knott, Philip Ted Kortum: System and method for utilizing virtual agents in an interactive voice response application. AT&T Intellectual Property I, Toler Law Group, April 26, 2011: US07933399 (14 worldwide citation)

The present disclosure provides a system and method configured to establish a connection with a party at an interactive voice response (IVR) system and provide a plurality of virtual agents associated with virtual departments based on a current stage within the process. A caller or party can be prom ...