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, Yanira Marbella Bowen, Ruth Elaine Lawrence, John Mills Martin, Denise Quackenbush, Rachel Beth Simon: Telephone call processing in an interactive voice response call management system. SBC Technology Resources, SBC Services, Pacific Bell Telephone, Greenblum & Bernstein, June 20, 2006: US07065201 (40 worldwide citation)

The present invention relates to a customer call routing menu employing an interactive voice response system (IVR) to process a call in a customer service center. The menu messages are provided in terms of customer tasks to be performed, rather than in terms of corporate units. Further, the menu mes ...


4
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 ...


5
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 ...


6
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 ...


7
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 ...


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, John Mills Martin: System and method for targeted tuning module of a speech recognition system. AT&T Intellectual Property I, Toler Law Group, August 25, 2009: US07580837 (12 worldwide citation)

A system and method are disclosed for targeted tuning of a speech recognition system. A method incorporating teachings of the present disclosure may include deploying a speech recognition module to apply an appropriate interpretation to a plurality of utterance types. The method may also include acc ...


10
Robert R Bushey, Benjamin Anthony Knott, John Mills Martin: System and method for targeted tuning of a speech recognition system. AT&T Intellectual Property I, Toler Law Group PC, March 19, 2013: US08401851 (11 worldwide citation)

A system and method of targeted tuning of a speech recognition system are disclosed. In a particular embodiment, a method includes determining a frequency of occurrence of a particular type of utterance method and includes determining whether the frequency of occurrence exceeds a threshold. The meth ...