1. A flashlight comprising a flexible foam core member including a first surface, a second surface, a side edge portion, a proximal end and a distal end, a first cavity, a second cavity and a third cavity, and a longitudinally extending passageway extending between the second and third cavities,
a plurality of light generating components including a light emitter disposed in the first cavity, a switch disposed in the second cavity and a battery disposed in the third cavity, and a plurality of non-rigid manually shapeable metal foil ribbon cables for electrically coupling the light emitter, switch and battery, the passageway being configured for receiving at least one of the ribbon cables,
a first sheet stiffener for overlaying the first surface of the core member,
a first cover sheet member for overlaying the first sheet stiffener to sandwich the first sheet stiffener between the first surface of the core member and the first cover,
a second cover sheet member for overlaying the second surface of the core member,
wherein the first and second cover sheet members are joined together to form a flexible casing having an interior cavity wherein the core member, stiffener and light generating components are disposed within the interior cavity of the flashlight.
2. The flashlight of claim 1 wherein the core member has a thickness, the battery has a thickness, and wherein the thickness of the core member is generally at least as great as the thickness of the battery, and wherein the third cavity has a diameter sized to snugly receive the battery.
3. The flashlight of claim 1 wherein the core member includes a longitudinal passageway extending between the first cavity and the second cavity, the third cavity has a depth, the battery has a thickness, and wherein the depth of the third cavity is generally at least as great as the thickness of the battery.
4. The flashlight of claim 3 wherein at least one of the first, second and third cavities extend completely through the core member between the first and second surfaces, and wherein the second and third cavities have diameters sized to snugly receive the switch and the battery.
5. The flashlight of claim 3 wherein each of the first, second and third cavities extend completely through the core member between the first and second surfaces; and the core member is comprised of a foam material and wherein the core member has a thickness and the depth of the third cavity is sufficient to enable the stiffener to rest on the first surface of the core member and extend planarly across the third cavity wherein the battery is inserted into the third cavity.
6. The flashlight of claim 3 wherein the core member has a thickness the first surface of the core member is generally planar and the stiffener is substantially a sheet, and the depth of the third cavity is sufficient to permit the first stiffener to rest upon the first surface of the core member and planarly extend over the third cavity wherein the battery is disposed in the third cavity.
7. The flashlight of claim 6 wherein the core member includes a first axially extending distal leg, a second axially extending distal leg and a distal opening disposed between the first and second distal legs, in which at least a portion of the light emitter is disposed.
8. The flashlight of claim 7 wherein the light emitter comprises an LED bulb, and wherein the LED is disposed in the distal opening between the first and second distal legs, and wherein at least one of the first and second cover sheet members includes a printed area on which a message or component indicator is printed, and a transparent portion disposed adjacent the distal opening for permitting light from the LED to pass out of the interior of the casing.
9. The flashlight of claim 7 wherein the core member includes a fourth cavity, further comprising a magnet disposed in the fourth cavity.
10. The flashlight of claim 9 wherein the plurality of non-rigid manually shapeable metal foil ribbon cables comprises elongated, ribbon-shaped, non-rigid strips of metal foil.
11. The flashlight of claim 1 wherein the plurality of shapeable metal foil ribbon cables comprise a plurality of elongated ribbon-shaped, non-rigid strips of shapeable metal foil.
12. The flashlight of claim 1 wherein the plurality of non-rigid, manually shapeable metal foil ribbon cables comprises
a first non-rigid ribbon cable of bendable metal foil extending between and electrically coupling the battery and the switch,
a second non-rigid ribbon cable of metal foil extending between and electrically coupling the battery and the light emitter,
a third non-rigid ribbon cable of metal foil that extends between and electrically couples the switch and the light emitter.
13. The flashlight of claim 12 further comprising a tape member for mechanically coupling the first non-rigid ribbon of manually shapeable metal foil to the battery.
14. The flashlight of claim 1 wherein the core member has a thickness and the third cavity has a depth sufficient to enable the first stiffener to rest upon the first surface of the core member and extend planarly across the third cavity when the battery is disposed in the third cavity.
15. The flashlight of claim 14 further comprising a second sheet stiffener overlaying the second surface of the core member, wherein the thickness of the core and the depth of the third cavity are sufficient to enable the second stiffener to rest upon the second surface of the core member and extend planarly across the third cavity wherein the battery is disposed in the third cavity.
16. The flashlight of claim 1 wherein the core member includes a first axially extending distal leg, a second axially extending distal leg and a distal opening disposed between the first and second distal legs, in which at least a portion of the light emitter is disposed, and wherein the core member includes a fourth cavity, further comprising a magnet disposed in the fourth cavity for permitting the flashlight to be magnetically coupled to a ferromagnetic material.
17. A flashlight comprising a flexible foam core member including a first surface, a second surface, a side edge portion, a proximal end and a distal end, a first cavity, a second cavity and a third cavity, and a longitudinally extending passageway extending between the second and third cavities,
a plurality of light generating components including a light emitter disposed in the first cavity, a switch disposed in the second cavity and a battery disposed in the third cavity, and a plurality of non-rigid, manually shapeable metal foil cable strips for electrically coupling the light emitter, switch and battery, the passageway being configured for receiving at least one of the ribbon cables,
a first sheet stiffener for overlaying the first surface of the core member, wherein the core member has a thickness the first surface of the core member is generally planar and the first sheet stiffener is substantially a sheet, and the third cavity has a depth that is sufficient to permit the first sheet stiffener to rest upon the first surface of the core member and planarly extend over the third cavity wherein the battery is disposed in the third cavity,
a first cover sheet member for overlaying the first sheet stiffener to sandwich the first sheet stiffener between the first surface of the core member and the first cover,
a second cover sheet member for overlaying the second surface of the core member,
wherein the first and second cover sheet members are joined together to form a flexible casing having an interior cavity wherein the core member, stiffener and light generating components are disposed within the interior cavity of the flashlight and wherein each of the first and second cover sheet members includes a printed area on which a message or component indicator is printed, and a transparent portion disposed adjacent the distal opening for permitting light from the LED to pass out of the interior of the casing.
18. The flashlight of claim 17 wherein the plurality of non-rigid manually shapeable ribbon cables of metal foil comprises
a first non-rigid, manually shapeable ribbon cable strip of metal foil extending between and electrically coupling the battery and the switch,
a second non-rigid, manually shapeable ribbon cable strip of metal foil strip extending between and electrically coupling the battery and the light emitter,
a third non-rigid, manually shapeable ribbon cable strip of metal foil extending between and electrically couples the switch and the light emitter.
19. A flashlight comprising a flexible foam core member including a first surface, a second surface, a side edge portion, a proximal end and a distal end, a first cavity, a second cavity and a third cavity, a longitudinal passageway extending between the first cavity and the second cavity; and a longitudinally extending passageway extending between the second cavity and the third cavity;
a plurality of light generating components including a light emitter disposed in the first cavity, a switch disposed in the second cavity and a battery disposed in the third cavity, and a plurality of non-rigid, manually shapeable metal foil cable strips for electrically coupling the light emitter, switch and battery, at least one of the passageways being configured for receiving at least one of the ribbon cables,
a first sheet stiffener for overlaying the first surface of the core member, wherein the core member has a thickness the first surface of the core member is generally planar and the first sheet stiffener is substantially a sheet, and the third cavity has a depth that is sufficient to permit the first sheet stiffener to rest upon the first surface of the core member and planarly extend over the third cavity wherein the battery is disposed in the third cavity,
a first cover sheet member for overlaying the first sheet stiffener to sandwich the first sheet stiffener between the first surface of the core member and the first cover,
a second cover sheet member for overlaying the second surface of the core member,
wherein the first and second cover sheet members are joined together to form a flexible casing having an interior cavity wherein the core member, stiffener and light generating components are disposed within the interior cavity of the flashlight and wherein each of the first and second cover sheet members includes a printed area on which a message or component indicator is printed, and a transparent portion disposed adjacent the distal opening for permitting light from the LED to pass out of the interior of the casing.
The claims below are in addition to those above.
All refrences to claim(s) which appear below refer to the numbering after this setence.
1. A method for classifying customer activity in an automated customer support system, wherein the method comprises:
obtaining input from the automated customer support system, wherein the input comprises an observable measurement of customer activity in the automated customer support system, and wherein said obtaining comprises obtaining said input after the customer activity in the automated customer support system has been completed;
computing a probability that the input corresponds to each of multiple probabilistic models, wherein each of said multiple probabilistic models corresponds to a type of customer activity associated with success or failure of a customer interaction with the automated customer support system; enabling multiple cues for determining the success of a customer interaction with the automated customer support system; and
using the computed probability to classify the customer activity in the automated customer support system by identifying the probabilistic model corresponding to the highest computed probability;
wherein at least one of the steps is carried out by a computer device.
2. The method of claim 1, wherein the automated customer support system comprises a voice-response system.
3. The method of claim 1, wherein the automated customer support system comprises an Internet-based system.
4. The method of claim 1, wherein the multiple probabilistic models comprise multiple Hidden Markov Models.
5. The method of claim 1, wherein the multiple probabilistic models comprise multiple probabilistic models with hidden states, allowing for modeling of hidden states of a customer.
6. The method of claim 1, further comprising:
training the multiple probabilistic models using one or more labeled data sets.
7. The method of claim 1, further comprising:
combining agent-generated information and machine-captured data; and
using the combined data to classify each customer activity in the automated customer support system.
8. The method of claim 1, further comprising:
segmenting the obtained input into multiple distinct contacts using the multiple probabilistic models using dynamic programming methods.
9. The method of claim 1, wherein the obtained input includes information about one or more periods of time when the customer is not interacting with the automated customer support system.
10. The method of claim 9, wherein the one or more periods of time where the customer is not interacting with the automated system are mapped as one or more tokens in an observable sequence of activity.
11. An article of manufacture for classifying customer activity in an automated customer support system, comprising a non-transitory computer readable storage medium having computer readable instructions tangibly embodied thereon which, when implemented, cause a computer to carry out a plurality of method steps comprising:
obtaining input from the automated customer support system, wherein the input comprises an observable measurement of customer activity in the automated customer support system, and wherein said obtaining comprises obtaining said input after the customer activity in the automated customer support system has been completed;
computing a probability that the input corresponds to each of multiple probabilistic models, wherein each of said multiple probabilistic models corresponds to a type of customer activity associated with success or failure of a customer interaction with the automated customer support system; enabling multiple cues for determining the success of a customer interaction with the automated customer support system; and
using the computed probability to classify the customer activity in the automated customer support system by identifying the probabilistic model corresponding to the highest computed probability.
12. The article of manufacture of claim 11, wherein the multiple probabilistic models comprise one or more Hidden Markov Models.
13. The article of manufacture of claim 11, wherein the multiple probabilistic models comprise one or more probabilistic models with hidden states, allowing for modeling of hidden states of a customer.
14. The article of manufacture of claim 11, wherein the computer readable instructions which, when implemented, further cause a computer to carry out a method step comprising:
training the multiple probabilistic models using one or more labeled data sets.
15. The article of manufacture of claim 11, wherein the computer readable instructions which, when implemented, further cause a computer to carry out method steps comprising:
combining agent-generated information and machine-captured data; and
using the combined data to classify each customer activity in the automated customer support system.
16. The article of manufacture of claim 11, wherein the obtained input includes information about one or more periods of time when the customer is not interacting with the automated customer support system.
17. The article of manufacture of claim 16, wherein the one or more periods of time where the customer is not interacting with the automated system are mapped as one or more tokens in an observable sequence of activity.
18. A system for classifying customer activity in an automated customer support system, comprising:
at least one distinct software module, each distinct software module being embodied on a non-transitory tangible computer-readable medium;
a memory; and
at least one processor coupled to the memory and operative for:
obtaining input from the automated customer support system, wherein the input comprises an observable measurement of customer activity in the automated customer support system, and wherein said obtaining comprises obtaining said input after the customer activity in the automated customer support system has been completed;
computing a probability that the input corresponds to each of multiple probabilistic models, wherein each of said multiple probabilistic models corresponds to a type of customer activity associated with success or failure of a customer interaction with the automated customer support system; enabling multiple cues for determining the success of a customer interaction with the automated customer support system; and
using the computed probability to classify the customer activity in the automated customer support system by identifying the probabilistic model corresponding to the highest computed probability.
19. The system of claim 18, wherein the multiple probabilistic models comprise one or more Hidden Markov Models.
20. The system of claim 18, wherein the multiple probabilistic models comprise one or more probabilistic models with hidden states, allowing for modeling of hidden states of a customer.
21. The system of claim 18, wherein the at least one processor coupled to the memory is further operative for:
training the multiple probabilistic models using one or more labeled data sets.
22. The system of claim 18, wherein the at least one processor coupled to the memory is further operative for:
combining agent-generated information and machine-captured data; and
using the combined data to classify each customer activity in the automated customer support system.
23. The system of claim 18, wherein the obtained input includes information about one or more periods of time when the customer is not interacting with the automated customer support system.
24. The system of claim 23, wherein the one or more periods of time where the customer is not interacting with the automated system are mapped as one or more tokens in an observable sequence of activity.