Ruth Brown

US Patent:

7434162, Oct 7, 2008

Filed:

Jun 4, 2003

Appl. No.:

10/455704

Inventors:

Zor Gorelov - North Caldwell NJ, US
David Cuddihy - Brooklyn NY, US
Ruth Brown - New York NY, US

Assignee:

Speechcyle, Inc. - New York NY

International Classification:

G06F 17/00

US Classification:

715255

Abstract:

A Visual Knowledge Publisher (VKP) system provides a graphical user interface environment that acts as a development platform for authoring predetermined dialog text for servicing various customer products and services and a Customer Interaction Platform for managing the interactions between the customer and the system. The VKP creates and outputs an XML document, using a Support Incident Markup Language (SIML). Each SIML document contains the procedural flows of the system's interactions with a human and the presentation elements of those interactions that are necessary to resolve the problem, often by a variety of methods. In this manner using a SIML document as input, voice and website dialogs may be defined a priori for various common problems. These dialogs allow a caller to interactively step through a procedure to resolve the problem using multiple channels (such as phone, web and PDA).

US Patent:

D2564823, Aug 19, 1980

Filed:

Aug 6, 1979

Appl. No.:

6/063983

Inventors:

Ruth Brown - New York NY

International Classification:

D2101

US Classification:

D21 80