Invention Grant
- Patent Title: Multilingual transcription at customer endpoint for optimizing interaction results in a contact center
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Application No.: US17017941Application Date: 2020-09-11
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Publication No.: US11862169B2Publication Date: 2024-01-02
- Inventor: Valentine C. Matula , Pushkar Yashavant Deole , Sandesh Chopdekar , Navin Daga
- Applicant: Avaya Management L.P.
- Applicant Address: US CA Santa Clara
- Assignee: Avaya Management L.P.
- Current Assignee: Avaya Management L.P.
- Current Assignee Address: US CA Santa Clara
- Agency: Stevens & Showalter LLP
- Main IPC: G10L15/26
- IPC: G10L15/26 ; G10L15/22 ; G10L15/30

Abstract:
Providing speech-to-text (STT) transcription by a user endpoint device includes initiating an audio communication between an enterprise server and the user endpoint device, the audio communication comprising a voice interaction between a user associated with the user endpoint device and an agent associated with an agent device to which the enterprise server routes the audio communication; performing a first STT of at least a portion of the voice interaction to produce a first transcribed speech in a first language; concurrent with performing the first STT, performing, by the user endpoint device, a second STT of the at least the portion of the voice interaction to produce a second transcribed speech in a second language different than the first language, and transmitting the at least the portion of the voice interaction and at least the first transcribed speech from the user endpoint device to the enterprise server.
Public/Granted literature
- US20220084523A1 MULTILINGUAL TRANSCRIPTION AT CUSTOMER ENDPOINT FOR OPTIMIZING INTERACTION RESULTS IN A CONTACT CENTER Public/Granted day:2022-03-17
Information query