公开(公告)号：EP1117241B1

公开(公告)日：2006-11-15

申请号：EP01300217.5

申请日：2001-01-11

Applicant: Avaya Technology Corp.

Inventor： Richter, Gerard ,  Solves, Jean-Yves

IPC: H04M3/533

CPC classification number: H04M3/533 ,  H04M2201/39 ,  H04M2203/4509

公开(公告)号：EP1193961B1

公开(公告)日：2006-10-04

申请号：EP01118832.3

申请日：2001-08-10

Applicant: Rockwell Electronic Commerce Technologies, LLC

Inventor： James, Eric ,  Funck, David

IPC: H04M3/51 ,  H04M3/493 ,  H04M3/22

CPC classification number: H04M3/4938 ,  H04M3/22 ,  H04M3/382 ,  H04M3/42204 ,  H04M3/4936 ,  H04M3/5125 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/1033 ,  H04M2203/6018

公开(公告)号：EP1486054B1

公开(公告)日：2006-05-24

申请号：EP03744683.8

申请日：2003-03-14

Applicant: Intellisist, Inc.

Inventor： ODINAK, Gilad ,  SUTHERLAND, Alastair ,  TOLHURST, William

IPC: H04M3/51

CPC classification number: H04M3/5166 ,  G10L15/26 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/4536

Abstract: A system (10) and method (100) for providing a message-based communications infrastructure for automated call center operation is described. A call (54) from a user (12) into a call center (11) is accepted. The accepted call (54) includes a stream of transcribed verbal speech utterances (57). Each transcribed verbal speech utterance (57) is recorded as a user message (22). The accepted call (54) is assigned to a session (20), which is then assigned to an agent (81). The call (54) is progressively processed in the assigned session (20) by presenting each user message (22) to the assigned agent (81), executing commands responsive to the assigned agent (81), and sending an agent message (23) to the user (12). The agent message (23) includes a stream of synthesized audible speech utterances (63).

Abstract translation: 一种用于在呼叫中心的呼叫处理系统和方法进行了描述。 从主叫方经由会话管理和口头语音流的包括传入的文本信息的呼叫会话分配。 传入的文本消息逐渐可视地呈现在整个呼叫会话给在线代理可操作地耦合到所述会话管理器的代理控制台上。 传入的文本消息通过客户支持场景交互监测和通过代理控制台活剂控制逐步处理。 传入的文本消息通过在音乐会自动脚本执行与在线代理处理。 传出的文本消息被转换为一个合成的语音流。 合成的语音流被经由代理控制台给呼叫者发送。

公开(公告)号：EP1578097A1

公开(公告)日：2005-09-21

申请号：EP04251548.6

申请日：2004-03-18

Applicant: Avaya Technology Corp.

Inventor： Burritt, David ray

IPC: H04M3/42 ,  H04M1/247 ,  H04M1/253 ,  G09B21/00

CPC classification number: H04M1/2476 ,  G09B21/00 ,  G09B21/001 ,  H04M1/2535 ,  H04M3/2272 ,  H04M3/42153 ,  H04M3/42161 ,  H04M2201/39 ,  H04M2201/60

Abstract: An apparatus and method use logical network connections to telephones interconnected by the network to obtain the call status information and then to convert the call status information to audio information that is presented to the user.

公开(公告)号：EP1480429A1

公开(公告)日：2004-11-24

申请号：EP03291190.1

申请日：2003-05-20

Applicant: Hewlett-Packard Development Company, L.P.

Inventor： Allegre, Jean-Pierre

IPC: H04M3/51 ,  H04M3/493

CPC classification number: H04M3/42391 ,  H04M3/493 ,  H04M2201/39 ,  H04M2201/60 ,  H04M2203/4581

Abstract: People having impaired speech cannot use standard telephones (102) to communicate in the normal way as they can listen to the call but not use their voice to answer. A system (100) is disclosed, which uses prestored text phrases which will be presented to the call using a text-to-speech converter (110). The user calls a service (106) in a telecommunication network and after an authentication he dials codes on the keypad on the telephone to provide prestored messages. The user also can use a translating engine to provide his text phrases in different languages.

Abstract translation: 有言语障碍的人不能用标准电话（102）以正常的方式进行沟通，因为他们可以收听电话会议，但不能用他们的声音回答。 一种系统（100）是游离缺失盘，它采用预存文本短语whichwill呈现给使用文本到语音转换器（110）呼叫。 到他拨打电话上的键盘上的代码，以提供预先存储的消息的用户呼叫在电信网络和认证之后一个服务（106）。 因此，用户可以使用翻译引擎以不同语言提供了文本短语。

公开(公告)号：WO2018237399A1

公开(公告)日：2018-12-27

申请号：PCT/US2018/039363

申请日：2018-06-25

Applicant: ATOMIC LABS, LLC ,  ABRAHAM, Jack, Phillip

Inventor： ABRAHAM, Jack, Phillip

IPC: G10L13/08 ,  G10L13/027

CPC classification number: H04M3/5183 ,  G10L13/00 ,  G10L13/043 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5235 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2203/306

Abstract: Systems and methods for managing a call between a contact, a conversation bot, and a human agent are disclosed. The method selects a conversation bot associated with a particular human agent from multiple conversation bots that are each associated with a different human agent. Each conversation bot can be a model trained using conversation data recorded during conversations conducted by the particular human agent with which it is associated. The method connects an audio call with a human contact, and generates audio during the call based upon a voice of the particular human agent. The method determines that a transition criterion is satisfied, and selects a selected human agent from amongst a plurality of available human agents. When the transition criterion is satisfied, the method enables a selected human agent to participate on the call, and continues the call between the selected human agent and the human contact.

公开(公告)号：WO2018160503A1

公开(公告)日：2018-09-07

申请号：PCT/US2018/019797

申请日：2018-02-27

Applicant: MICROSOFT TECHNOLOGY LICENSING, LLC

Inventor： KOUL, Anirudh ,  KASAM, Meher ,  JOHNSTON, Michael ,  MACHANAVAJHALA, Swetha ,  HALPER, Elizabeth

IPC: G10L15/26 ,  H04M3/493

CPC classification number: G09B21/009 ,  G09B5/06 ,  G10L15/265 ,  H04M1/2475 ,  H04M1/72591 ,  H04M3/42382 ,  H04M3/42391 ,  H04M11/02 ,  H04M11/066 ,  H04M2201/39

Abstract: Aspects of the present disclosure relate to systems and methods that aid users with hearing and/or speech impediments to have a conversation with a remote phone number without human assistance. In one aspect, an application residing on a user's device, such as a smartphone, tablet computer, laptop, etc., may be used to initiate a phone call to a recipient. Upon initiating the phone call locally, a service residing on the server may receive a request to initiate a connection to the recipient. Once the recipient answers, the user may converse with the recipient by providing text input to their local app. The text input may be transmitted to the service. The service may use a text to speech converter to translate the received text to speech that can be delivered to the recipient.

公开(公告)号：WO2015183707A1

公开(公告)日：2015-12-03

申请号：PCT/US2015/032088

申请日：2015-05-22

Applicant: MICROSOFT TECHNOLOGY LICENSING, LLC

Inventor： AUE, Anthony ,  MENEZES, Arul A. ,  LINDBLOM, Jonas Nils ,  FURESJO, Fredrik ,  GREBORIO, Pierre P.N.

IPC: H04M3/493

CPC classification number: G06F17/289 ,  H04M3/42 ,  H04M3/4936 ,  H04M11/10 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2203/2061 ,  H04M2242/12 ,  H04W4/14 ,  H04W4/18

Abstract: Call audio of a call between a source user speaking a source language and a target user speaking a target language is received from a remote source user device of a source user via a communication network of a communication system, the call audio comprising speech of the source user in the source language. An automatic speech recognition procedure is performed on the call audio. A translation of the source user's speech is generated in the target language using the results of the speech recognition procedure. A translated synthetic speech audio version of the source user's speech is mixed with the source user's call audio and/or with translated audio of the target user's speech in the source language. The mixed audio signal is transmitted to a remote target user device of the target user via the communication network for outputting to at least the target user during the call.

Abstract translation: 通过通信系统的通信网络从源用户的远程源用户设备接收到说出源语言的源用户和目标语言的呼叫的呼叫音频，该呼叫音频包括源的语音 用户的源语言。 对呼叫音频执行自动语音识别过程。 使用语音识别过程的结果，以目标语言生成源用户的语音的翻译。 源用户的语音的翻译的合成语音音频版本与源用户的呼叫音频和/或以源语言的目标用户的语音的翻译音频混合。 混合音频信号经由通信网络被发送到目标用户的远程目标用户设备，以在呼叫期间至少向目标用户输出。

公开(公告)号：WO2013168970A1

公开(公告)日：2013-11-14

申请号：PCT/KR2013/003965

申请日：2013-05-07

Applicant: SAMSUNG ELECTRONICS CO., LTD.

Inventor： KANG, Sang Ki ,  KO, Jung Wan ,  KONG, Ki Choon ,  KIM, Kyung Tae ,  LEE, Sang Hoon

IPC: H04W4/18 ,  G10L15/26 ,  G10L13/08

CPC classification number: H04W8/22 ,  G10L13/00 ,  G10L15/26 ,  H04M1/7255 ,  H04M1/72552 ,  H04M1/72555 ,  H04M1/72569 ,  H04M1/72572 ,  H04M3/42382 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/253

Abstract: An operation method capable of adaptively operating at least one of a Speech To Text (STT) service and a Text To Speech (TTS) service according to setting or user operation and a system thereof are provided. The method includes requesting a specific type of a communication service connection to a reception side terminal by a transmission side terminal, and performing an operation of at least one of a speech to text service providing speech recognition based text and a text to speech service converting the text into speech data between the reception side terminal and the transmission side terminal, and includes one of recognizing speech data provided from the transmission side terminal and converting the speech data into a text based on a first speech process supporting device connected to the transmission side terminal.

Abstract translation: 提供一种能够根据设置或用户操作及其系统自适应地操作语音对文本（STT）服务和文本对语音（TTS）服务中的至少一个的操作方法。 该方法包括：通过发送侧终端向接收侧终端请求特定类型的通信服务连接，并且执行提供基于语音识别的文本和文本到语音服务的语音到文本服务中的至少一个的操作， 文本转换为接收侧终端和发送侧终端之间的语音数据，并且包括识别从发送侧终端提供的语音数据并基于连接到发送侧终端的第一语音处理支持装置将语音数据转换成文本之一 。

公开(公告)号：WO2010045590A1

公开(公告)日：2010-04-22

申请号：PCT/US2009/061057

申请日：2009-10-16

Applicant: COMMONWEALTH INTELLECTUAL PROPERTY HOLDINGS, INC. ,  ASHTON, Jason A. ,  HENTON, Caroline G. ,  GHBEISH, Tarik J. ,  HOPPRICH, John P.

Inventor： ASHTON, Jason A. ,  HENTON, Caroline G. ,  GHBEISH, Tarik J. ,  HOPPRICH, John P.

IPC: H04M1/64

CPC classification number: H04M3/4938 ,  H04M2201/39 ,  H04M2203/355

Abstract: Call flow information can build 'intent' into call flows having a series of intended steps and one or more alternative steps for selected intended steps. Users can advance in the call flow based on any response other than one or more alternative valid responses for the one intended step that lead in the call flow to one or more alternative steps to the one intended step because every action in the call flow motivates the user to follow the predetermined ordering. A user can proceed from a first intended step in the series of intended steps to a second intended step in the series of intended steps based on a user's response or information known or discovered about the user.

Abstract translation: 呼叫流信息可以将“意图”构建成具有一系列预期步骤的呼叫流程和用于所选择的预期步骤的一个或多个替代步骤。 用户可以基于除了一个或多个备选的有效响应之外的任何响应来推进呼叫流程，所述响应导致呼叫流程中的一个或多个替代步骤到一个预期步骤，因为呼叫流程中的每个动作激励 用户遵循预定的顺序。 基于用户的响应或关于用户已知或发现的信息，用户可以从一系列预期步骤中的第一预期步骤进入该系列预期步骤中的第二预期步骤。