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 Title: |
US5155763:
Look ahead method and apparatus for predictive dialing using a neural network
[ Derwent Title ]
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| Country: |
US United States of America
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| Inventor: |
Bigus, Joseph P.; Rochester, MN
Diedrich, Richard A.; Rochester, MN
Smith, Charles E.; Boca Raton, FL
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| Assignee: |
International Business Machines Corp., Armonk, NY
other patents from INTERNATIONAL BUSINESS MACHINES CORPORATION (280070) (approx. 44,393)
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| Published / Filed: |
1992-10-13
/ 1990-12-11
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| Application Number: |
US1990000626670
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| IPC Code: |
Advanced:
G06F 15/18;
G06N 3/00;
G06N 3/10;
H04M 1/27;
H04M 1/274;
H04M 3/36;
H04M 3/51;
H04M 3/523;
H04Q 3/00;
H04Q 3/545;
Core:
H04M 3/50;
more...
IPC-7:
H04M 1/26;
H04M 1/72;
H04M 3/46;
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| U.S. Class: |
Current:
379/111;
379/112.01;
379/133;
379/309;
379/352;
379/904;
Original:
379/113;
379/309;
379/352;
379/133;
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| Field of Search: |
379/113,156,157,165,308,309,352,216,133,134
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| Priority Number: |
| 1990-12-11 |
US1990000626670 |
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| Abstract: |
A predictive dialing system having a computer connected to a telephone switch stores a group of call records in its internal storage. Each call record contains a group of input parameters, including the date, the time, and one or more workload factors. Workload factors can indicate the number of pending calls, the number of available operators, the average idle time, the connection delay, the completion rate, and the nuisance call rate, among other things. In the preferred embodiment, each call record also contains a dial action, which indicates whether a call was initiated or not. These call records are analyzed by a neutral network to determine a relationship between the input parameters and the dial action stored in each call record. This analysis is done as part of the training process for the neutral network. After this relationship is determined, the computer system sends a current group of input parameters to the neural network, and, based on the analysis of the previous call records, the neural network determines whether a call should be intiated or not. The neural network bases its decision on the complex relationship it has learned from its training data--perhaps several thousand call records spanning several days, months, or even years. The neural network is able to automatically adjust--in a look ahead, proactive manner--for slow and fast periods of the day, week, month, and year.
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| Primary / Asst. Examiners: |
Schreyer, Stafford D.;
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| Maintenance Status: |
E3 Expired Check current status
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| INPADOC Legal Status: |
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Family Legal Status Report
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| Designated Country: |
BE CH DE ES FR GB IT LI NL SE
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| Family: |
Show 7 known family members
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First Claim:
Show all 35 claims |
What is claimed is:
1. A look-ahead method for predictive dialing, comprising the steps of:
- storing a first call record, said first call record comprising a first group of input parameters, said first group of input parameters comprising a first date, a first time of day, and a first workload factor;
- storing a second call record, said second call record comprising a second group of input parameters, said second group of input parameters comprising a second date, a second time of day, and a second workload factor; and
- learning from said first call record and said second call record a relationship between said first and second groups of input parameters and a plurality of dial actions.
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| Background / Summary: |
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| Drawing Descriptions: |
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| Description: |
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| Forward References: |
Show 49 U.S. patent(s) that reference this one
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