Robert G Stuart

US Patent:

6639982, Oct 28, 2003

Filed:

Aug 10, 2000

Appl. No.:

09/636056

Inventors:

Robert Oden Stuart - Indianapolis IN
Scott Patterson Stuart - Atlanta GA

Assignee:

Six Sigma, Inc. - Indianapolis MN

International Classification:

H04M 300

US Classification:

37926603, 37926514, 37926511, 37926501, 37926502

Abstract:

The present invention finds particular applicability for use with large call centers. Force managers are continuously searching for ways to increase the efficiency of their agents. In response to this need, the present invention provides a method of dynamically adjusting work force configuration, such as number of call teams, number of call agents in each call team, and identity of the agents in the call teams, to maintain a desired level of performance and efficiency, as determined by the force managers. To perform this task, an apparatus according to the present invention includes a methodology for monitoring call data, force management variables and performance data, throughout operation of the call center. In addition, the apparatus includes a method for adjusting the workforce configuration in response to the results of the monitoring.

US Patent:

6643622, Nov 4, 2003

Filed:

Jun 4, 2001

Appl. No.:

09/873836

Inventors:

Robert O. Stuart - Indianapolis IN 46250
Scott P. Stuart - Atlanta GA 30310
Don Hornback - Indianapolis IN 46256

International Classification:

G10L 2100

US Classification:

704275, 379 8801, 704246

Abstract:

A method and apparatus utilizes a personal speech recognition system to enable data retrieval assistance operators to retrieve customer requested information from an information database based upon a voiced inquiry by the operator. Instead of requiring an operator to interpret a calling customers request and communicate the same to a computer via a number of keyboard strokes, the live operator may submit the same or equivalent inquiry via a voice utterance that is recognized by the searching computer as a searchable inquiry by a speech recognition system, which is preferably trained to recognize the particular voice of the live operator. Only the voice of the live operator needs to be identified by the voice recognition unit, and the incorporation of the voice recognition technology into the system is thus transparent to the requesting customer. Once the appropriate data is found, the information is released to the requester in a conventional manner, automatically, or after a particular voice command is uttered by the live operator to the computer.

US Patent:

6868154, Mar 15, 2005

Filed:

Aug 2, 1999

Appl. No.:

09/366114

Inventors:

Robert O. Stuart - Indianapolis IN, US
Scott P. Stuart - Atlanta CA, US

International Classification:

H04M003/00

US Classification:

37926506, 37926507, 37926509, 37926502, 37926503, 379 9313, 379308, 379309, 379 35, 37922101, 705 26

Abstract:

A system and a method for providing a service begins when a customer establishes a communication link, such as a telecommunications link, with a service provider, such as directory assistance. An exchange of information occurs, and a service, such as a telephone number or catalog order, is provided by the service provider at least in part via the communication link. Before the customer terminates the communication link, he or she is requested to provide feedback, which preferably relates to the quality of the service provided. In another embodiment, the exchange of information is monitored, and an action, such as notifying a supervisor, is taken if a predetermined condition is detected, such as usage of unacceptable language by a call handling agent.

US Patent:

7231033, Jun 12, 2007

Filed:

Feb 28, 2006

Appl. No.:

11/364064

Inventors:

Robert O. Stuart - Indianapolis IN, US
Scott P. Stuart - Atlanta GA, US

International Classification:

H04M 5/00

US Classification:

37926507, 3792661, 379309, 379 9313, 379 35

Abstract:

A system and a method for providing a service begins when a customer establishes a communication link, such as a telecommunications link, with a service provider, such as directory assistance. An exchange of information occurs, and a service, such as a telephone number or catalog order, is provided by the service provider at least in part via the communication link. Before the customer terminates the communication link, he or she is requested to provide feedback, which preferably relates to the quality of the service provided. In another embodiment, the exchange of information is monitored, and an action, such as notifying a supervisor, is taken if a predetermined condition is detected, such as usage of unacceptable language by a call handling agent.

US Patent:

7792808, Sep 7, 2010

Filed:

Sep 7, 2005

Appl. No.:

11/221194

Inventors:

Robert O. Stuart - Indianapolis IN, US
Scott P. Stuart - Fort Bragg CA, US

International Classification:

G06F 17/30

US Classification:

707705, 707831

Abstract:

A more efficient search algorithm introduces a variety of new tools and strategies to more efficiently search and retrieve desired records from an electronic database. Among these are a strategy that utilizes the first and last positional characters, or phonemes, to exploit the fact that often last positional character is nearly as important as a first positional character in distinguishing database records from one another. In addition, virtual search parameters, that are not a portion of the database records, can also be utilized in distinguishing database records, such as by identifying a number of characters in a search field for a requested database record as a way of distinguishing that record from all others with a different number of characters. The invention finds potential application in any database search application, but is particularly useful in delivering directory assistance services.

US Patent:

8069159, Nov 29, 2011

Filed:

Aug 31, 2010

Appl. No.:

12/807235

Inventors:

Robert O Stuart - Indianapolis IN, US
Scott P. Stuart - Walnut Creek CA, US

International Classification:

G06F 17/30

US Classification:

707705, 707831

Abstract:

A more efficient search algorithm introduces a variety of new tools and strategies to more efficiently search and retrieve desired records from an electronic database. Among these are a strategy that utilizes the frequency of occurrence or similar statistical calculation relating to one or more search fields, search terms or attributes of database records to execute multiple search queries in a more efficient search sequence. In addition, a database is structured to allow for the determination of the frequency of occurrence or similar statistical calculation of any search field, search term, or search attribute, for an entire database and for any subset of a database. The invention finds potential application in any database search application, but is particularly useful in delivering directory assistance services.

US Patent:

8108386, Jan 31, 2012

Filed:

Sep 7, 2005

Appl. No.:

11/221171

Inventors:

Robert O. Stuart - Indianapolis IN, US
Scott P. Stuart - Fort Bragg CA, US

International Classification:

G06F 17/30
G06F 7/00

US Classification:

707728, 707759

Abstract:

A more efficient search algorithm introduces a variety of new tools and strategies to more efficiently search and retrieve desired records from an electronic database. Among these are a strategy that utilizes the first and last positional characters, or phonemes, to exploit the fact that often last positional character is nearly as important as a first positional character in distinguishing database records from one another. In addition, virtual search parameters, that are not a portion of the database records, can also be utilized in distinguishing database records, such as by identifying a number of characters in a search field for a requested database record as a way of distinguishing that record from all others with a different number of characters. The invention finds potential application in any database search application, but is particularly useful in delivering directory assistance services.

US Patent:

20010032120, Oct 18, 2001

Filed:

Mar 21, 2001

Appl. No.:

09/813566

Inventors:

Robert Stuart - Indianapolis IN, US
Scott Stuart - Atlanta GA, US
Deborah Hanna - Bloomington IN, US

International Classification:

G06F017/60

US Classification:

705/011000

Abstract:

A method of evaluating call agent efficiency is disclosed that includes the step of collecting agent call handling data for at least one call agent. Agent cost data for the at least one call agent is then collected. A cost based performance indicator for the at least one call agent is determined, at least in part as a function of the agent call handling data and the agent cost data.