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US006853966B2

(12) United States Patent (io) Patent No.: US 6,853,966 B2

Bushey et al. (45) Date of Patent: *Feb. 8,2005

(54) METHOD FOR CATEGORIZING,

DESCRIBING AND MODELING TYPES OF
SYSTEM USERS

(75) Inventors: Robert R. Bushey, Austin, TX (US);

Jennifer M. Mauney, Austin, TX (US)

(73) Assignee: SBC Technology Resources, Inc.,

Austin, TX (US)

( * ) Notice: Subject to any disclaimer, the term ol this patent is extended or adjusted under 35 U.S.C. 154(b) by 211 days.

This patent is subject to a terminal disclaimer.

(21) Appl. No.: 10/134,430

(22) Filed: Apr. 30, 2002

(65) Prior Publication Data

US 2002/0133394 Al Sep. 19, 2002

Related U.S. Application Data

(63) Continuation of application No. 09/089,403, filed on Jun. 3, 1998, now Pat. No. 6,405,159.

(51) Int. CI.7 G06F 13/00

(52) U.S. CI 703/13; 706/46; 345/326

(58) Field of Search 703/13; 706/46;

345/326, 327, 440; 705/10, 1; 707/102,

101

(56) References Cited

U.S. PATENT DOCUMENTS

4,310,727 A 1/1982 Lawser
4,694,483 A 9/1987 Cheung

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OTHER PUBLICATIONS

Kelly, "From Intelligent Call Routing to Intelligent Contact Management," Call Center Solutions, vl9, n3, Sep. 2000, 5 pages.

"Call Center Roundup," Teleconnect, Dec. 1998, 10 pages. "Call Centers: sales, service and competitive advantage," Canadian Business, v70, n2, Feb. 1997, 8 pages. Foster, "Advanced Definity call centers: Working for you and your customers," AT&T Technology, v9, n2, Summer 1994, 7 pages.

John, B.E.; and Kieras, D.E. (1996). Using GOMS for User Interface Design and Evaluation: Which technique? ACM Transactions on Computer-Human Interaction, 3 (4). 287-319.

(List continued on next page.) Primary Examiner—-Thai Phan

(74) Attorney, Agent, or Firm—Greenblum & Bernstein, PL.C.

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U.S. PATENT DOCUMENTS

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OTHER PUBLICATIONS

Ameritech Corp., "Ameritech Phone-Based UI Standards: Dialogue Design", http://www.ameritech.com/corporate/ testtown/library/standard/pbix4.html, 1998.

K. Kobayashi, "Information Presentation based on Individual User Interests," Second International Conference, IEEE, Apr. 1998, pp. 375-383.

N. Sgouros, Dynamic Dramatization of Multimedia Story Presentations, 1997 ACM, pp. 87-94.

M. Murtaugh, "The Automatist Storytelling System," 1996 Massachusetts Institute of Technology, Masters Thesis.

K. M. Brooks, "Do Story Agents Use Rocking Chars: The Theory and Implementation of One Model for Computational Narrative," Proceedings of the Fourth ACM International Multimedia conference on Intelligent User Interfaces, ACM Press 1996.

M. Maybury, "Automating the Generation of Coordinated Multimedia Explanations," Intelligent Multi-Media Interfaces, AAA1/MIT Press, Cambridge, MA, 1993, Chapter 5: S.K. Fiener et al.

C. Stanfill et al., "Toward Memory-Based Reasoning", Communications of the ACM, vol. 29, No. 12, ACM Press, Dec. 1986.

J. Orwant, "For want of a bit the user was lost: Cheap user modeling", IBM Systems Journal, vol. 35, Nos. 3 & 4, pp. 398-416, 1996.

* cited by examiner

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