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公开(公告)号：CA2524591A1
公开(公告)日：2004-11-18
申请号：CA2524591
申请日：2004-05-05
Applicant: INTERACTIONS LLC
Inventor： CLORAN MICHAEL ERIC
Abstract: An interactive voice and data response system then directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks rather than one ongoing conversation. The router manages the interactions and keeps pace wit h a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterance or custom er text. The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.
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公开(公告)号：AU2004237227B2
公开(公告)日：2011-07-14
申请号：AU2004237227
申请日：2004-05-05
Applicant: INTERACTIONS LLC
Inventor： ERIC CLORAN MICHAEL
Abstract: An interactive voice and data response system then directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks rather than one ongoing conversation. The router manages the interactions and keeps pace with a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterance or customer text. The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.
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公开(公告)号：WO2019010250A1
公开(公告)日：2019-01-10
申请号：PCT/US2018/040828
申请日：2018-07-03
Applicant: INTERACTIONS LLC
Inventor： THOMSON, David , SELFRIDGE, Ethan
IPC: G10L21/003 , G06F21/62 , G10L21/013
Abstract: A masking system prevents a human agent from receiving sensitive personal information (SPI) provided by a caller during caller-agent communication. The masking system includes components for detecting the SPI, including automated speech recognition and natural language processing systems. When the caller communicates with the agent, e.g., via a phone call, the masking system processes the incoming caller audio. When the masking system detects SPI in the caller audio stream or when the masking system determines a high likelihood that incoming caller audio will include SPI, the caller audio is masked such that it cannot be heard by the agent. The masking system collects the SPI from the caller audio and sends it to the organization associated with the agent for processing the caller's request or transaction without giving the agent access to caller SPI.
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公开(公告)号：AU2004237227A1
公开(公告)日：2004-11-18
申请号：AU2004237227
申请日：2004-05-05
Applicant: INTERACTIONS LLC
Inventor： CLORAN MICHAEL ERIC
Abstract: An interactive voice and data response system that directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks performed by a pool of human agents, rather than one ongoing conversation between the customer and a single agent. The router manages the interactions and keeps pace with a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterances or customer text, where the role of the human agent(s) is to input the intent of caller utterances, and where the computer system—not the human agent—determines which response to provide given the customer's stated intent (as interpreted/captured by the human agents). The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.
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公开(公告)号：WO2004099934A3
公开(公告)日：2004-11-18
申请号：PCT/US2004/013946
申请日：2004-05-05
Applicant: INTERACTIONS, LLC , CLORAN, Michael, Eric
Inventor： CLORAN, Michael, Eric
Abstract: An interactive voice and data response system then directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks rather than one ongoing conversation. The router manages the interactions and keeps pace with a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterance or customer text. The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.
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Patent Agency Ranking
公开(公告)号：WO2004099934A2
公开(公告)日：2004-11-18
申请号：PCT/US2004013946
申请日：2004-05-05
Applicant: INTERACTIONS LLC , CLORAN MICHAEL ERIC
Inventor： CLORAN MICHAEL ERIC
CPC classification number: H04M3/5166 , G06Q10/06311 , G06Q10/10 , G06Q20/24 , G06Q30/016 , G06Q30/02 , G10L15/00 , G10L21/00 , H04M3/493
Abstract: An interactive voice and data response system then directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks rather than one ongoing conversation. The router manages the interactions and keeps pace with a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterance or customer text. The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.
Abstract translation: 交互式语音和数据响应系统然后将输入引导到语音，文本和基于web的基于软件的路由器，该路由器能够通过利用人类代理，高级语音识别和专家系统的组合来智能地响应输入， 通过TCP / IP网络连接到路由器。 数字化输入被分解为组件，以便客户交互作为一系列小任务进行管理，而不是一个正在进行的对话。 路由器管理交互，并与实时对话保持同步。 该系统利用语音识别和人类智能来解释客户话语或客户文本。 该系统可以使用多于一个的人类代理人，或者人类代理人和语音识别软件，同时解释相同的组件以进行错误检查和解释精度。
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公开(公告)号：WO2018118202A1
公开(公告)日：2018-06-28
申请号：PCT/US2017/057867
申请日：2017-10-23
Applicant: INTERACTIONS LLC
Inventor： BANGALORE, Srinivas , CHEN, John
Abstract: A natural language processing system has a hierarchy of user intents related to a domain of interest, the hierarchy having specific intents corresponding to leaf nodes of the hierarchy, and more general intents corresponding to ancestor nodes of the leaf nodes. The system also has a trained understanding model that can classify natural language utterances according to user intent. When the understanding model cannot determine with sufficient confidence that a natural language utterance corresponds to one of the specific intents, the natural language processing system traverses the hierarchy of intents to find a more general user intent that is related to the most applicable specific intent of the utterance and for which there is sufficient confidence. The general intent can then be used to prompt the user with questions applicable to the general intent to obtain the missing information needed for a specific intent.
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公开(公告)号：WO2017184387A1
公开(公告)日：2017-10-26
申请号：PCT/US2017/027062
申请日：2017-04-11
Applicant: INTERACTIONS LLC
Inventor： SELFRIDGE, Ethan , JOHNSTON, Michael
Abstract: A speech interpretation module interprets the audio of user utterances as sequences of words. To do so, the speech interpretation module parameterizes a literal corpus of expressions by identifying portions of the expressions that correspond to known concepts, and generates a parameterized statistical model from the resulting parameterized corpus. When speech is received the speech interpretation module uses a hierarchical speech recognition decoder that uses both the parameterized statistical model and language sub-models that specify how to recognize a sequence of words. The separation of the language sub-models from the statistical model beneficially reduces the size of the literal corpus needed for training, reduces the size of the resulting model, provides more fine-grained interpretation of concepts, and improves computational efficiency by allowing run-time incorporation of the language sub-models.
Abstract translation: 语音解释模块将用户话语的音频解释为单词序列。 为此，语音解释模块通过识别对应于已知概念的表达式的部分来参数化表达式的文字语料库，并且从所得到的参数化语料库生成参数化统计模型。 当接收到语音时，语音解释模块使用分层语音识别解码器，该解码器使用参数化统计模型和指定如何识别单词序列的语言子模型。 语言子模型与统计模型的分离有利地减少了训练所需的字面语料库的规模，减小了结果模型的大小，提供了对概念更精细的解释，并通过允许运行时间来提高计算效率 纳入语言子模型。
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公开(公告)号：EP1620777A4
公开(公告)日：2009-11-25
申请号：EP04751363
申请日：2004-05-05
Applicant: INTERACTIONS LLC
Inventor： CLORAN MICHAEL ERIC
CPC classification number: H04M3/5166 , G06Q10/06311 , G06Q10/10 , G06Q20/24 , G06Q30/016 , G06Q30/02 , G10L15/00 , G10L21/00 , H04M3/493
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公开(公告)号：EP1620777A2
公开(公告)日：2006-02-01
申请号：EP04751363.5
申请日：2004-05-05
Applicant: Interactions, Llc
Inventor： CLORAN, Michael, Eric
IPC: G06F1/00
CPC classification number: H04M3/5166 , G06Q10/06311 , G06Q10/10 , G06Q20/24 , G06Q30/016 , G06Q30/02 , G10L15/00 , G10L21/00 , H04M3/493
Abstract: An interactive voice and data response system then directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks rather than one ongoing conversation. The router manages the interactions and keeps pace with a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterance or customer text. The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.
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