公开(公告)号：US09524717B2

公开(公告)日：2016-12-20

申请号：US14514918

申请日：2014-10-15

Applicant: Trevo Solutions Group LLC

Inventor： Mark Nolte ,  Ryan Calder ,  Benjamin Loss

IPC: G10L15/26 ,  H04M3/42 ,  H04M3/51 ,  G06Q50/24 ,  G06Q50/22 ,  G10L25/72 ,  G10L25/69 ,  G10L15/30

CPC classification number: G10L15/26 ,  G06Q50/22 ,  G06Q50/24 ,  G10L15/30 ,  G10L25/69 ,  G10L25/72 ,  H04M3/42221 ,  H04M3/51 ,  H04M2201/40

Abstract: An interface for handling patient requests in voice calls sent from a call system includes a voice recognition engine that processes the voice calls and generates text data based on the requests, an analytics and reporting engine that improves efficiency of the voice recognition engine, and an alarm and routing engine that formats the text data for transmitting the text data to an intended recipient.

Abstract translation: 用于处理来自呼叫系统的语音呼叫中的患者请求的接口包括：语音识别引擎，用于处理语音呼叫并根据请求生成文本数据，提高语音识别引擎效率的分析和报告引擎，以及警报 以及将用于将文本数据发送到预期接收者的文本数据格式化的路由引擎。

公开(公告)号：US20160366257A1

公开(公告)日：2016-12-15

申请号：US15246770

申请日：2016-08-25

Applicant: XTONE, INC.

Inventor： Vishal DHAWAN ,  Timothy M. PRICE ,  Manoj SINDHWANI

IPC: H04M1/27 ,  H04M15/08 ,  H04M3/493

CPC classification number: H04M1/271 ,  H04M1/2478 ,  H04M1/2535 ,  H04M3/4936 ,  H04M15/08 ,  H04M2201/40 ,  H04M2250/74

Abstract: A system and method for connecting a user to business services monitors all attempts by the user to place outgoing telephone calls. When a user is attempting to place a call to a business, the system checks to see if the business has created a voice application that could be performed for the user. If so, the business' voice application is performed for the user on the user's local device, instead of connecting the user to the business' customer service line. If no voice application is available for the user, then the system connects the user to the business' customer service line, either through a telephone network, or through a data network connection.

Abstract translation: 用于将用户连接到商业服务的系统和方法监视用户拨出电话呼叫的所有尝试。 当用户尝试向业务发出呼叫时，系统将检查业务是否创建了可以为用户执行的语音应用程序。 如果是这样，则在用户的本地设备上为用户执行业务语音应用，而不是将用户连接到业务的客户服务线。 如果用户没有可用的语音应用程序，则系统通过电话网络或通过数据网络连接将用户连接到业务的客户服务线路。

公开(公告)号：US09516167B2

公开(公告)日：2016-12-06

申请号：US14340526

申请日：2014-07-24

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vincent Pirat ,  Frederic Thomas ,  Boris Nicolas ,  Herbert W. A. Ristock ,  Philippe Rais

IPC: H04M1/64 ,  H04M3/51

CPC classification number: H04L65/1069 ,  H04L65/403 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2201/40 ,  H04M2203/252 ,  H04M2203/253

Abstract: A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual end communications appliances connected in the session; service of media channel toggle options to end communications appliances; detection of media channel toggle option selections made by users operating the end communications appliances; and implementation of the media channel toggle option or options selected for individual communications sessions.

Abstract translation: 一种系统包括：具有处理器的计算机化设备; 以及从非暂时物理介质在所述计算机化设备上执行的软件，所述软件提供：通过网络在两个或多个终端通信设备之间建立通信会话; 在会话中连接的各个终端通信设备上至少检测和记录媒体信道能力; 媒体渠道切换选项服务终端通讯设备; 检测用户操作终端通信设备进行的媒体频道切换选项选择; 以及为各个通信会话选择的媒体频道切换选项或选项的实现。

公开(公告)号：US20160352907A1

公开(公告)日：2016-12-01

申请号：US15168729

申请日：2016-05-31

Applicant: AffectLayer, Inc.

Inventor： Roy Raanani ,  Russell Levy ,  Micha Yochanan Breakstone

IPC: H04M3/523 ,  G06F17/27 ,  G06F17/28 ,  H04M3/42

CPC classification number: H04M3/5175 ,  G06F17/2785 ,  G06F17/289 ,  G06N7/005 ,  G06N99/005 ,  G06Q30/02 ,  G10L17/02 ,  G10L17/26 ,  G10L25/51 ,  G10L25/63 ,  H04M3/42221 ,  H04M3/5232 ,  H04M2201/40 ,  H04M2203/357 ,  H04M2203/556

Abstract: The disclosure is directed to analyzing voice conversations between participants of conversations and coordinating calls between participants, e.g., in order to influence an outcome of the voice conversation. For example, sales calls can be coordinated between specific sales representatives (“representatives”) and customers by routing a sales call from a customer to a specific sales representative, based on their voices and the content of the conversation, with the goal of positively influencing the outcome of the sales call. A mapping between sales representatives and customers that is set to maximize the probability for certain outcomes is generated. This mapping (or pairing) may be fed into either an automatic or manual coordination system that connects or bridges sales representatives with customers. The mapping may be generated either based on historic data or early-call conversation analysis, in both inbound and outbound calls.

Abstract translation: 本公开旨在分析对话的参与者之间的语音对话以及参与者之间的协调呼叫，例如，以影响语音对话的结果。 例如，可以根据他们的声音和对话内容，通过将客户的销售电话从客户路由到特定的销售代表，从而在特定的销售代表（“代表”）和客户之间协调销售电话，目的是积极影响 销售电话的结果。 生成销售代表和客户之间的映射，该映射被设置为最大化某些结果的概率。 该映射（或配对）可以被馈送到将销售代表与客户连接或桥接的自动或手动协调系统中。 可以基于入站呼叫和出站呼叫中的历史数据或早期通话对话分析来生成映射。

公开(公告)号：US09509846B1

公开(公告)日：2016-11-29

申请号：US15166888

申请日：2016-05-27

Applicant: Ingenio, LLC

Inventor： Neeraj Jandwani

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06F17/27 ,  H04L29/06 ,  G06F17/30 ,  G06N7/00 ,  G06N99/00

CPC classification number: H04M3/56 ,  G06F7/026 ,  G06F17/28 ,  G06F17/30867 ,  G06N7/005 ,  G06N99/005 ,  G06Q20/14 ,  G06Q30/0275 ,  G09B7/00 ,  G10L15/26 ,  H04L65/1069 ,  H04M3/42221 ,  H04M3/5232 ,  H04M3/5233 ,  H04M7/003 ,  H04M2201/40 ,  H04M2203/2061 ,  H04M2203/408 ,  H04M2203/551 ,  H04M2203/558

Abstract: A computing apparatus configured to perform natural language processing, e.g., by comparing the words in a communication transcript of a user to a list of keywords, to generate an input vector representing a pattern of text in the communication transcript. A predictive model is generated from correlating input vectors to user ranking scores, e.g., for retention. The input vector determined from a communication transcript is applied to the computation model to compute a predicted retention score of the user. The retention score can be used, for example, to select a personalized recommendation for a communication connection to an adviser and/or a targeted offer.

Abstract translation: 一种被配置为执行自然语言处理的计算装置，例如通过将用户的通信记录中的单词与关键词列表进行比较，以生成表示通信记录中的文本模式的输入向量。 通过将输入向量与用户排名得分相关联（例如，用于保留）来产生预测模型。 将从通信记录确定的输入向量应用于计算模型以计算用户的预测保留分数。 保留分数可以用于例如为顾问和/或目标报价的通信连接选择个性化推荐。

公开(公告)号：US09509845B2

公开(公告)日：2016-11-29

申请号：US14485596

申请日：2014-09-12

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/00 ,  H04M3/51 ,  G10L15/08 ,  G06Q10/10 ,  G10L25/60 ,  G06F17/21 ,  G10L15/26 ,  G10L25/51 ,  H04M3/22 ,  H04M3/523 ,  G10L17/26

CPC classification number: H04M3/5232 ,  G06F17/21 ,  G06Q10/063112 ,  G06Q10/1053 ,  G10L15/08 ,  G10L15/26 ,  G10L15/30 ,  G10L17/26 ,  G10L25/51 ,  G10L25/60 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/402

Abstract: A system and method for pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent.

Abstract translation: 提供了一种用于在呼叫中心环境中配对代理和呼叫者的系统和方法。 从呼叫者接收到呼叫中心呼叫。 在呼叫期间从呼叫者接收到语音样本，并且从语音样本识别呼叫者的特征。 呼叫者的特征与呼叫中心内的一个或多个候选代理的特征进行比较。 基于呼叫者和该候选代理共享的特征的数量，在呼叫者和每个候选代理之间确定相似性。 基于相似性选择候选代理之一，并且呼叫者与选择的候选代理连接。

公开(公告)号：US09495960B1

公开(公告)日：2016-11-15

申请号：US14226489

申请日：2014-03-26

Applicant: West Corporation

Inventor： Shelley L. Moore

IPC: H04M1/64 ,  G10L15/20 ,  G10L21/0216 ,  H04M3/493

CPC classification number: G10L21/0216 ,  G10L15/20 ,  G10L15/22 ,  G10L25/60 ,  G10L25/84 ,  H04M3/18 ,  H04M3/493 ,  H04M7/1295 ,  H04M9/082 ,  H04M2201/40

Abstract: Speech recognition error may be reduced or eliminated when background noise is detected at a customer's location. For example, when background noise is detected at the customer's location, the customer may be prompted to use dual-tone multi-frequency (DTMF).

Abstract translation: 当在客户的位置检测到背景噪声时，可能会降低或消除语音识别错误。 例如，当在客户的位置检测到背景噪声时，可能会提示客户使用双音多频（DTMF）。

公开(公告)号：US20160329060A1

公开(公告)日：2016-11-10

申请号：US15108739

申请日：2014-12-11

Applicant: DENSO CORPORATION

Inventor： Masaya ITO ,  Yoshitaka OZAKI ,  Keisaku HAYASHI ,  Hiroki UKAI

IPC: G10L19/22 ,  H04M1/725 ,  G10L15/22 ,  H04M1/60 ,  G10L21/0208 ,  G10L21/0316

CPC classification number: G10L19/22 ,  G10L15/00 ,  G10L15/22 ,  G10L21/0208 ,  G10L21/0316 ,  G10L21/0364 ,  G10L2015/223 ,  H04M1/6091 ,  H04M1/7253 ,  H04M1/72558 ,  H04M1/72561 ,  H04M2201/40 ,  H04M2207/18 ,  H04M2250/02 ,  H04M2250/74

Abstract: A speech processing apparatus performs predetermined speech processing on speech data that is acquired and then transmitted to an external handheld terminal, using a speech processing section. The speech processing section can switch first speech processing used in phone calls and second speech processing used in other than phone calls as the predetermined speech processing.

Abstract translation: 语音处理装置对所获取的语音数据执行预定的语音处理，然后使用语音处理部分发送到外部手持终端。 语音处理部分可以将用于电话呼叫的第一语音处理和除电话以外的第二语音处理切换为预定语音处理。

公开(公告)号：US20160323450A1

公开(公告)日：2016-11-03

申请号：US15207360

申请日：2016-07-11

Applicant: TeleSign Corporation

Inventor： Ryan Disraeli ,  Paul Stovall

IPC: H04M3/51 ,  H04L29/06 ,  H04W12/06

CPC classification number: H04M3/5183 ,  H04L63/18 ,  H04M3/5158 ,  H04M2201/40 ,  H04M2203/6027 ,  H04W4/14 ,  H04W12/06 ,  H04W12/08

Abstract: A service call between a service user and a call center for a service provider is established when the service user is contacted or calls into the call center of the service provider. The service provider may request basic account information for verification of the identity of the service user. If the service provider determines that a further verification of the user's identity is necessary, the service provider may send a verification code to the service user via the user communication device. The verification code is relayed back to the service provider. The transmitted verification code and the relayed verification code are compared and if the codes match, the user is authenticated.

公开(公告)号：US09485347B2

公开(公告)日：2016-11-01

申请号：US14959523

申请日：2015-12-04

Applicant: AT&T Intellectual Property II, L.P.

Inventor： Narendra K. Gupta ,  Benjamin J. Stern

IPC: H04M1/64 ,  H04M1/725 ,  H04M1/27 ,  H04M1/652 ,  H04M3/533 ,  H04M1/60 ,  H04M1/665 ,  G10L17/00 ,  G10L17/24 ,  H04Q1/45

CPC classification number: H04M1/7255 ,  G10L17/005 ,  G10L17/24 ,  H04M1/271 ,  H04M1/6041 ,  H04M1/652 ,  H04M1/665 ,  H04M3/53333 ,  H04M2201/40 ,  H04Q1/45

Abstract: An arrangement for allowing “hands-free” access to DTMF-controlled systems, such as one's voice mail messaging systems, utilizes a speech-to-DTMF tone application that monitors the communication between the user and the DTMF-controlled system. A speech recognition unit is utilized to retrieve certain voice commands (e.g., “next”, “skip”, “repeat”, “forward”, etc.) when uttered by the user. The application then translates the received commands into the proper DTMF tone sequence used by the DTMF-controlled system and transmits the DTMF tones to the system. The application is particularly useful in the cell phone environment and avoids the necessity of the user to constantly switch between using the keypad and listening to messages/commands from the system.