Charles R Wooters

US Patent:

8605885, Dec 10, 2013

Filed:

Oct 23, 2009

Appl. No.:

12/604674

Inventors:

Charles C. Wooters - Annapolis MD, US

Assignee:

Next IT Corporation - Spokane WA

International Classification:

H04M 3/00
G10L 15/00

US Classification:

37926502, 704255

Abstract:

Systems and methods for handling information communicated by voice. The method may comprise: (i) receiving a call from a caller, the call comprising utterances from the caller; (ii) verbally communicating information to the caller through a customer service representative, the agent interacting with a display; (iii) processing the utterances with a computing device; (iv) determining content of the utterances; and (v) displaying information on the display based on the content.

US Patent:

20140067375, Mar 6, 2014

Filed:

Feb 27, 2013

Appl. No.:

13/778824

Inventors:

Charles C. Wooters - Annapolis MD, US

Assignee:

NEXT IT CORPORATION - Spokane WA

International Classification:

G06F 17/28

US Classification:

704 9

Abstract:

Customer support, and other types of activities in which there is a dialogue between two humans can generate large volumes of conversation records. Automated analysis of these records can provide information about high-level features of, for example, the workings of a customer service department. Analysis of these conversations between a customer and a customer-support agent may also allow identification of customer support activities that can be provided by virtual agents instead of actual human agents. The analysis may evaluate conversations in terms of complexity, duration, and sentiment of the participants. Additionally, the conversations may also be analyzed to identify the existence of selected concepts or keywords. Workflow characteristics, the extent to which the conversation represents a multi-step process intended to accomplish a task, may also be determined for the conversations. Characteristics of individual conversations may be combined to obtain generalized or representative features for a set of a conversation records.

US Patent:

20200125805, Apr 23, 2020

Filed:

Dec 20, 2019

Appl. No.:

16/723128

Inventors:

- Alpharetta GA, US
Charles C. Wooters - Annapolis MD, US

International Classification:

G06F 40/40
G06F 40/35

Abstract:

Customer support, and other types of activities in which there is a dialogue between two humans can generate large volumes of conversation records. Automated analysis of these records can provide information about high-level features of, for example, the workings of a customer service department. Analysis of these conversations between a customer and a customer-support agent may also allow identification of customer support activities that can be provided by virtual agents instead of actual human agents. The analysis may evaluate conversations in terms of complexity, duration, and sentiment of the participants. Additionally, the conversations may also be analyzed to identify the existence of selected concepts or keywords. Workflow characteristics, the extent to which the conversation represents a multi-step process intended to accomplish a task, may also be determined for the conversations. Characteristics of individual conversations may be combined to obtain generalized or representative features for a set of a conversation records.

US Patent:

20190332676, Oct 31, 2019

Filed:

Jul 8, 2019

Appl. No.:

16/504773

Inventors:

- Alpharetta GA, US
Charles C. Wooters - Annapolis MD, US

International Classification:

G06F 17/28
G06F 17/27

Abstract:

Customer support, and other types of activities in which there is a dialogue between two humans can generate large volumes of conversation records. Automated analysis of these records can provide information about high-level features of, for example, the workings of a customer service department. Analysis of these conversations between a customer and a customer-support agent may also allow identification of customer support activities that can be provided by virtual agents instead of actual human agents. The analysis may evaluate conversations in terms of complexity, duration, and sentiment of the participants. Additionally, the conversations may also be analyzed to identify the existence of selected concepts or keywords. Workflow characteristics, the extent to which the conversation represents a multi-step process intended to accomplish a task, may also be determined for the conversations. Characteristics of individual conversations may be combined to obtain generalized or representative features for a set of a conversation records.