Daniel P Mccarthy

US Patent:

6922466, Jul 26, 2005

Filed:

Mar 4, 2002

Appl. No.:

10/090522

Inventors:

Patrick Peterson - Cambridge MA, US
Bernhard Suhm - Cambridge MA, US
Yvette Tenney - Belmont MA, US
Daniel McCarthy - Natick MA, US
Patrick McHugh - Belmont MA, US
Peter Dick - Melrose MA, US

Assignee:

Verizon Corporate Services Group Inc. - New York NY

International Classification:

H04M001/64

US Classification:

379 8809, 379 8818, 37926502, 37926506

Abstract:

A system for assessing an automated call routing system's performance is structured to present a caller calling into the automated call routing system with a call that includes an interactive voice response (IVR) portion and, at an option of the caller, an caller/agent dialog portion. The system operates to monitor calls coming into the automated call routing system and to record end-to-end calls from among the calls coming into the automated call routing system. A sequence of events for the recorded calls is transcribed, including events occurring in the IVR portion and in the caller/agent dialog portion, to identify predetermined call events of interest. The transcribed calls are analyzed to infer a complete event sequence of each of the recorded calls. From the analysis, parameters are calculated corresponding to cost effectiveness and usability of the automated call routing system, based at least in part upon information obtained by the caller during the IVR portion.

US Patent:

7003079, Feb 21, 2006

Filed:

Mar 4, 2002

Appl. No.:

10/090234

Inventors:

Daniel McCarthy - Natick MA, US
Patrick Peterson - Cambridge MA, US

Assignee:

BBNT Solutions LLC - Cambridge MA
Verizon Corporate Services Group Inc. - New York NY

International Classification:

H04M 3/22
H04M 11/00
H04M 3/00

US Classification:

379 3201, 379 8818, 37925602, 37926506

Abstract:

An apparatus and method for monitoring the performance of an interactive voice response (IVR) system used by an automated call processing center generates logs of call activity, determines routing information from the logs, notes predetermined significant activity in agent-caller dialog portions of calls routed to an agent in the logs, and determines at least one quantity correlated to a true intention of callers. A performance model of the IVR system is generated from the logs. The logs, the routing information, the quantity correlated to the true intention of the callers, and the performance model are analyzed to determine a performance value of the IVR system, which is used to monitor the IVR system.

US Patent:

7092888, Aug 15, 2006

Filed:

Oct 24, 2002

Appl. No.:

10/279336

Inventors:

Daniel J. McCarthy - Belmont MA, US
Premkumar Natarajan - Sudbury MA, US

Assignee:

Verizon Corporate Services Group Inc. - New York NY

International Classification:

G10L 15/06

US Classification:

704277, 379 8801

Abstract:

A method of training a natural language call routing system using an unsupervised trainer is provided. The unsupervised trainer is adapted to tune performance of the call routing system on the basis of feedback and new topic information. The method of training comprises: storing audio data from an incoming call as well as associated unique identifier information for the incoming call; applying a highly accurate speech recognizer to the audio data from the waveform database to produce a text transcription of the stored audio for the call; forwarding outputs of the second speech recognizer to a training database, the training database being adapted to store text transcripts from the second recognizer with respective unique call identifiers as well as topic data; for a call routed by the call router to an agent: entering a call topic determined by the agent into a form; and supplying the call topic information from the form to the training database together with the associated unique call identifier; and for a call routed to automated fulfillment: querying the caller regarding the true topic of the call; and adding this topic information, together with the associated unique call identifier, to the training database; and performing topic identification model training and statistical grammar model training on the basis of the topic information and transcription information stored in the training database.

US Patent:

54319803, Jul 11, 1995

Filed:

Feb 1, 1993

Appl. No.:

8/011679

Inventors:

Daniel J. McCarthy - Lexington MA

International Classification:

B32B 312

US Classification:

428116

Abstract:

Cellular material formed from a plurality of component strips each comprising alternate ridge portions and groove portions interconnected by step portions, the step portions comprising a first riser, a second riser, and a furrowed step surface. The furrowed step surface has at least one indentation formed therein, preferably two oppositely-directed semicircular indentations. The resulting interconnected array of substantially identical cell units defines a sheet of cellular material exhibiting highly synclastic behavior. In an alternate embodiment, the step portion is replaced by a slope portion having at least one semicircular indentation formed therein. A method of fabrication of the novel cellular material is also provided.