US6058435A
Expired / Lapsed
US
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Apparatus and methods for responding to multimedia communications based on content analysis
Assignee: Unify Inc
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Filing: 1997-02-04
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Granted: 2000-05-02
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Expires: 2017-02-04
Abstract
Abstract A routing method for an information distribution system, such as an automatic communications distribution system, allows substantial content freedom in the formulation of a message to the system. The messages are converted to a computer-searchable format and are subjected to content analysis to identify skills advantageous to responding to the messages. In one application, the incoming message is a facsimile transmission that is converted to computer-generated text information using an optical character recognition module. The freeform incoming message may also be a voice mail message converted using speech recognition techniques, or may be a video transmission, electronic mail or a Webpage referral. In an application of the method and system that includes a response from an agent of the system, resume data indicative of proficiencies of the agents with respect to skills advantageous to processing the communications are correlated with the identified desired skills for a particular incoming communication. Based upon the correlation, the incoming communication is routed to the appropriate agent.
Inventors
- 👤 Michael Sassin
- 👤 Neal J. King
- 👤 Naser Sheikhzadegan
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-31 09:41
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M3/5232; H04M3/5233; H04M3/53; H04M3/533; H04M2201/00; H04M2201/60; H04M7/00; H04M7/12
Claims Analysis
Total Claims: 27
Claim 1
Independent Claim
109 words
A routing method for distributing communications to a plurality of individuals comprising steps of: storing resume data indicative of proficiencies of said individuals with respect to skills advantageous to processing said communications; enabling reception of incoming communications having substantial content freedom; formatting original message content of each of said incoming communications in a program-searchable format; searching said original message content of each formatted incoming communications to determine which skills are advantageous to processing said incoming communications; and at least partially based upon correlations between said stored resume data and said determined skills advantageous to processing said incoming communications, routing said incoming communications to said individuals on a one-by-one basis.
Claim 2
Dependent Claim
109 words
A routing method for distributing communications to a plurality of individuals comprising steps of: storing resume data indicative of proficiencies of said individuals with respect to skills advantageous to processing said communications; enabling reception of incoming communications having substantial content freedom; formatting original message content of each of said incoming communications in a program-searchable format; searching said original message content of each formatted incoming communications to determine which skills are advantageous to processing said incoming communications; and at least partially based upon correlations between said stored resume data and said determined skills advantageous to processing said incoming communications, routing said incoming communications to said individuals on a one-by-one basis.
Claim 3
Dependent Claim
31 words
The routing method of claim 1 wherein said step of formatting said original message content of each incoming communication includes generating text information of a message submitted in said incoming communication.
Claim 4
Dependent Claim
24 words
The routing method of claim 2 wherein said step of searching said original message content includes executing a word query of said text information.
Claim 5
Dependent Claim
19 words
The routing method of claim 3 wherein said step of executing said word query is a Boolean word search.
Claim 6
Dependent Claim
44 words
The routing method of claim 1 further comprising a step of receiving said incoming communications in a form of telephonically recorded voice messages, said step of formatting original message content of said incoming communications including generating computer-generated text information representative of said voice messages.
Claim 7
Dependent Claim
26 words
The routing method of claim 1 further comprising a step of receiving said incoming communications in a form of text messages transmitted via a computer network.
Claim 8
Dependent Claim
38 words
The routing method of claim 6 wherein said step of receiving text messages is a step that includes at least one of receiving electronic mail and receiving text messages originating from a site of the World Wide Web.
Claim 9
Dependent Claim
39 words
The routing method of claim 1 further comprising a step of receiving said incoming communications in a form of a facsimile message, said step of formatting original message content of said incoming communications including utilizing optical character recognition techniques.
Claim 10
Dependent Claim
49 words
The routing method of claim 1 further comprising a step of receiving said incoming communications in a form of video transmissions, said step of formatting original message content of said incoming communications including utilizing image analysis to generate descriptors in response to recognizing image features of said video transmissions.
Claim 11
Dependent Claim
43 words
The routing method of claim 9 further comprising a step of associating a video transmission from a submitting party with at least one non-video incoming communication from said submitting party such that said combination is used in said determining which skills are advantageous.
Claim 12
Dependent Claim
30 words
The routing method of claim 1 wherein said step of storing resume data is a step of identifying proficiencies of automatic call distribution (ACD) with respect to different call-handling requirements.
Claim 13
Dependent Claim
113 words
A routing method for an information distribution system comprising steps of: receiving an incoming communication having significant freedom of message content, said incoming communication being from a submitting party; converting original message content of said incoming communication to a computer-searchable format; executing content analysis of said original message content in said computer-searchable format, including searching said original message content of said incoming communication for a specific subiect; based upon said content analysis, determining criteria for conveying desired information responsive to said incoming communication; based upon said determined criteria, selecting a connectivity option among a plurality of connectivity options; and establishing a connection with said submitting party in accordance with said selected connectivity option.
Claim 14
Dependent Claim
113 words
A routing method for an information distribution system comprising steps of: receiving an incoming communication having significant freedom of message content, said incoming communication being from a submitting party; converting original message content of said incoming communication to a computer-searchable format; executing content analysis of said original message content in said computer-searchable format, including searching said original message content of said incoming communication for a specific subiect; based upon said content analysis, determining criteria for conveying desired information responsive to said incoming communication; based upon said determined criteria, selecting a connectivity option among a plurality of connectivity options; and establishing a connection with said submitting party in accordance with said selected connectivity option.
Claim 15
Dependent Claim
42 words
The routing method of claim 12 wherein said step of converting said original message content to a computer-searchable format includes generating computer text information and wherein said step of executing content analysis includes implementing a word search of said computer text information.
Claim 16
Dependent Claim
18 words
The routing method of claim 13 wherein said step of executing content analysis includes a Boolean word search.
Claim 17
Dependent Claim
50 words
The routing method of claim 12 wherein said step of receiving said incoming communication is a step of receiving a message at an automatic call distribution (ACD) system, said step of selecting said connectivity option being a selection of an ACD agent having pre-established skills advantageous to handling said message.
Claim 18
Dependent Claim
42 words
The routing method of claim 12 wherein said step of receiving said incoming communication includes receiving a voice message and wherein said step of converting said original message content includes using speech recognition to convert said voice message to computer-searchable text information.
Claim 19
Dependent Claim
34 words
The routing method of claim 12 wherein said step of receiving said incoming communication includes receiving one of an electronic mail message or a message transmitted via a site on the World Wide Web.
Claim 20
Dependent Claim
37 words
The routing method of claim 12 wherein said step of receiving said incoming communication includes receiving a facsimile transmittal and wherein said step of converting said message includes generating computer text information using optical character recognition techniques.
Claim 21
Dependent Claim
41 words
The routing method of claim 12 wherein said step of receiving said incoming communication includes receiving video information and wherein said step of converting said original message content includes generating descriptors using image analysis to recognize features within said video information.
Claim 22
Dependent Claim
131 words
A routing system for distributing communications to ACD agents comprising: memory means for storing resume data indicative of proficiencies of each of said ACD agents with respect to skills advantageous to processing calls; means for receiving incoming communications having substantial freedom of content; means, connected to said receiving means, for formatting original message content of said incoming communications in a computer-searchable format; content analysis means, connected to said formatting means, for searching said formatted original message content of said incoming communications for keywords indicative of skills advantageous to processing said incoming communications; and correlation means for selecting among said ACD agents to handle said incoming communications in response to correlations between skills of said ACD agents as indicated within said stored resume data and skills advantageous to processing said incoming communications.
Claim 23
Dependent Claim
131 words
A routing system for distributing communications to ACD agents comprising: memory means for storing resume data indicative of proficiencies of each of said ACD agents with respect to skills advantageous to processing calls; means for receiving incoming communications having substantial freedom of content; means, connected to said receiving means, for formatting original message content of said incoming communications in a computer-searchable format; content analysis means, connected to said formatting means, for searching said formatted original message content of said incoming communications for keywords indicative of skills advantageous to processing said incoming communications; and correlation means for selecting among said ACD agents to handle said incoming communications in response to correlations between skills of said ACD agents as indicated within said stored resume data and skills advantageous to processing said incoming communications.
Claim 24
Dependent Claim
26 words
The routing system of claim 20 wherein said means for receiving incoming communications includes a voice message recorder, said formatting means including a speech recognition device.
Claim 25
Dependent Claim
35 words
The routing system of claim 20 wherein said means for receiving incoming communications includes a network connection for receiving at least one of electronic mail and transmissions from a site on the World Wide Web.
Claim 26
Dependent Claim
26 words
The routing system of claim 20 wherein said means for receiving incoming communications includes a facsimile machine, said formatting means including an optical character recognition device.
Claim 27
Dependent Claim
32 words
The routing system of claim 20 wherein said means for formatting said original message content includes an image analyzer responsive to a video transmission received by said means for receiving incoming communications.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2003-05-02 | 2003-11-01 | 2004-05-02 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2007-05-02 | 2007-11-01 | 2008-05-02 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2011-05-02 | 2011-11-01 | 2012-05-02 | $7700.00 | Window Closed / Lapsed |