1
Robert R Bushey, Thomas Deelman, Jennifer Mitchell Mauney: System and methods for intelligent routing of customer requests using customer and agent models. SBC Technology Resources, Greenblum & Bernstein, May 14, 2002: US06389400 (244 worldwide citation)

System and methods for intelligent routing of requests from customers to agents where a request is received at a service center from a customer. Identification information related to the customer is accessed. Background information on the customer is retrieved from a storage facility. Task and attit ...


2
Robert R Bushey, Jennifer M Mauney: Method for categorizing, describing and modeling types of system users. SBC Technology Resources, Greenblum & Bernstein, June 11, 2002: US06405159 (152 worldwide citation)

A method for categorizing, describing, and modeling types of system users where information from the models can be used in designing a user interface. Users may have improved performance using the user interface. A list of tentative behaviors of the users is created. This list is created by identify ...


3
Robert R Bushey, Jennifer M Mauney: Method for categorizing, describing and modeling types of system users. SBC Technology Resources, Greenblum & Bernstein, February 8, 2005: US06853966 (119 worldwide citation)

A method is provided for modeling types of customer service representatives that use a customer service representative interface. The models are used to provide data for designing the customer service representative interface. The method includes identifying behavior types of customer service repres ...


4
Robert R Bushey, Benjamin A Knott: Intelligently routing customer communications. SBC Knowledge Ventures, Greenblum & Bernstein, April 11, 2006: US07027586 (112 worldwide citation)

A method for intelligently routing customer communications to an agent includes receiving a customer's request to initiate communications. A modality of the requested communications is identified and a profile of the customer is obtained. An agent model is generated for each modality supported by ea ...


5
Kurt M Joseph, Aaron W Bangor, Robert R Bushey: Call routing from manual to automated dialog of interactive voice response system. SBC Technology Resources, Baker Botts L, October 19, 2004: US06807274 (72 worldwide citation)

A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the ...


6
Benjamin A Knott, Robert R Bushey, John M Martin, Kurt M Joseph: Adaptive voice recognition menu method and system. SBC Technology Resources, Baker Botts L, February 24, 2004: US06697460 (69 worldwide citation)

A method and system for automated speech-enabled responses to caller requests for information prompts caller requests for information from a menu that lists options based upon the frequency of requests for information and for automated collection and updating of content based upon the feedback provi ...


7
John M Martin, Robert R Bushey, Hisao M Chang: Directory assistance dialog with configuration switches to switch from automated speech recognition to operator-assisted dialog. SBC Technology Resources, Baker Botts L, September 14, 2004: US06792096 (65 worldwide citation)

A method of providing a caller with a directory assistance dialog. The dialog is configurable, at any level of the dialog, from an automated speech recognition (ASR) dialog to an operator-assisted (OP) dialog. The dialog is handed off to an operator if any level of the speech recognition dialog fail ...


8
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 ...


9
Benjamin A Knott, Theodore B Pasquale, Kurt M Joseph, Scott H Mills, James T Miller, Robert R Bushey, John M Martin: System and method for providing customer activities while in queue. AT&T Intellectual Property I, Jackson Walker L, July 24, 2012: US08229102 (62 worldwide citation)

A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce ...


10
Robert R Bushey, Gregory W Liddell, John M Martin, Theodore Pasquale: Interface and method of designing an interface. SBC Technology Resources, Greenblum & Bernstein, August 17, 2004: US06778643 (60 worldwide citation)

A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine the frequency of reasons or ta ...