公开(公告)号：US20160212264A1

公开(公告)日：2016-07-21

申请号：US14599647

申请日：2015-01-19

Applicant: Avaya Inc.

Inventor： Thomas J. Moran ,  Ronan Fox ,  Neil O'Connor ,  Paul D'Arcy ,  Liam Loftus

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/2281 ,  H04M3/4288 ,  H04M2201/40

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

Abstract translation: 公开了一种用于在与企业中的资源相关联的通信会话期间管理一个或多个通信中断的计算系统。 计算系统包括用于监视通信会话的一个或多个参数的监视模块。 该系统还包括用于存储一个或多个被监控参数的数据库。 系统还包括确定模块，用于基于所存储的一个或多个参数确定资源的至少一个参与分数。 该系统还包括用于基于至少一个确定的参与分数来控制一个或多个通信中断的控制模块。

公开(公告)号：US20160203121A1

公开(公告)日：2016-07-14

申请号：US14909187

申请日：2014-03-27

Applicant: NEC CORPORATION

Inventor： Koji OKABE ,  Yoshifumi ONISHI ,  Makoto TERAO ,  Masahiro TANI

IPC: G06F17/27 ,  G10L15/30 ,  G10L25/63

CPC classification number: G06F17/279 ,  G06F17/271 ,  G06Q10/00 ,  G10L15/00 ,  G10L15/30 ,  G10L25/27 ,  G10L25/63 ,  H04M3/51 ,  H04M2201/40

Abstract: An analysis subject determination device includes: a demand period detection unit which detects, from data corresponding to audio of a dissatisfaction conversation, a demand utterance period which represents a demand utterance of a first conversation party among a plurality of conversation parties which are carrying out the dissatisfaction conversation; a negation period detection unit which detects, from the data, a negation utterance period which represents a negation utterance of a second conversation party which differs from the first conversation party; and a subject determination unit which, from the data, determines a period with a time obtained from the demand period utterance period as a start point and a time obtained from the negation utterance period after the demand utterance period as an end point to be an analysis subject period of a cause of dissatisfaction of the first conversation party in the dissatisfaction conversation.

Abstract translation: 分析对象确定装置包括：请求期间检测单元，其从对应于不满意对话的音频的数据中检测表示正在执行的多个对话方中的第一对话方的请求话语的需求话语周期 不满交谈 否定周期检测单元，从数据检测表示与第一对话方不同的第二对话方的否定话语的否定发声周期; 以及被摄体确定单元，其从数据中确定具有从需求周期发声周期获得的时间作为开始点的时间段和从作为需求发声周期之后的否定发声周期获得的时间作为分析 在不满对话中第一对话方不满意的时期。

公开(公告)号：US09392117B2

公开(公告)日：2016-07-12

申请号：US14668806

申请日：2015-03-25

Applicant: Intellisist, Inc.

Inventor： David Milstein ,  Gilad Odinak ,  Howard M. Lee

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06Q10/10

CPC classification number: H04M3/5191 ,  G06Q10/063112 ,  G06Q10/1097 ,  G10L25/87 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/56 ,  H04M2201/40

Abstract: A computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention is provided. Calls conducted between an agent and a caller are monitored. A need for assistance by an expert agent in one such call based on an inquiry by the caller is identified. Expert selection criteria to a predetermined group of expert agents with expertise in subject matter relating to the caller's inquiry is applied. One of the expert agents that matches with the expert selection criteria is selected and a notification to the agent that the selected expert agent will assist with the call is transmitted. The expert agent is then patched into the call.

Abstract translation: 提供了一种通过带内专家干预优化客户体验的计算机实现的呼叫中心架构和方法。 监听代理和呼叫者之间进行的呼叫。 识别由基于呼叫者的查询的一个这样的呼叫中的专家代理的协助的需要。 应用专家选择标准给具有与呼叫者查询有关的主题的专业知识的预定专家组。 选择与专家选择标准相匹配的专家代理人之一，并且发送所选专家代理将协助该呼叫的代理通知。 然后将专家代理程序修补到呼叫中。

公开(公告)号：US09386146B2

公开(公告)日：2016-07-05

申请号：US14590159

申请日：2015-01-06

Applicant: Voice Analytics Technologies, LLC

Inventor： Jay Gainsboro ,  Lee Weinstein

IPC: H04M1/64 ,  H04M3/22 ,  H04M3/38 ,  G10L15/26 ,  H04M3/42 ,  H04M3/493 ,  G10L15/22 ,  H04M1/27 ,  G10L15/08 ,  H04M1/00

CPC classification number: H04M3/2281 ,  G10L15/08 ,  G10L15/22 ,  G10L15/26 ,  H04M1/271 ,  H04M3/2218 ,  H04M3/38 ,  H04M3/42221 ,  H04M3/493 ,  H04M3/4936 ,  H04M2201/40 ,  H04M2201/41

Abstract: In one aspect, the present invention facilitates the investigation of networks of criminals, by gathering associations between phone numbers, the names of persons reached at those phone numbers, and voice print data. In another aspect the invention automatically detects phone calls from a prison where the voiceprint of the person called matches the voiceprint of a past inmate. In another aspect the invention detects identity scams in prisons, by monitoring for known voice characteristics of likely imposters on phone calls made by prisoners. In another aspect, the invention automatically does speech-to-text conversion of phone numbers spoken within a predetermined time of detecting data indicative of a three-way call event while monitoring a phone call from a prison inmate. In another aspect, the invention automatically thwarts attempts of prison inmates to use re-dialing services. In another aspect, the invention automatically tags audio data retrieved from a database, by steganographically encoding into the audio data the identity of the official retrieving the audio data.

Abstract translation: 一方面，本发明有助于通过收集电话号码之间的联系，以那些电话号码达到的人的姓名和语音打印数据来调查犯罪分子的网络。 在另一方面，本发明自动检测来自监狱的电话呼叫，其中所呼叫的人的声纹符合过去囚犯的声纹。 在另一方面，本发明通过监视由囚犯打电话的可能的骗子的已知声音特征来检测监狱中的身份诈骗。 在另一方面，本发明在监视来自监狱囚犯的电话呼叫的同时，在检测指示三方通话事件的数据的预定时间内自动进行电话号码的语音到文本转换。 另一方面，本发明自动阻止监狱囚犯尝试使用再拨号服务。 在另一方面，本发明通过对从音频数据进行隐写编码的音频数据自动地标记从数据库检索的音频数据。

公开(公告)号：US09380161B2

公开(公告)日：2016-06-28

申请号：US14010471

申请日：2013-08-26

Applicant: Intellisist, Inc.

Inventor： Martin R. M. Dunsmuir

IPC: G10L15/00 ,  G10L25/00 ,  H04M3/493 ,  H04M7/00 ,  G10L15/26 ,  H04M3/533

CPC classification number: H04M3/4936 ,  G10L15/26 ,  H04M3/53325 ,  H04M3/53333 ,  H04M7/006 ,  H04M2201/40

Abstract: A computer-implemented system and method for user-controlled processing of audio signals is provided. An audio signal including a reference segment and a segment preceding the reference segment is obtained. A value q is received from a user. Audio buffers in the preceding segment are defined, each having a width of N samples and a starting point a unique number of samples away from the preceding segment's start, based on a division of N by q. One or more of the buffers are transformed into discrete Fourier transform (DFT) buffers. A signature of the signal is generated using at least a portion of the reference segment and at least one of the DFT buffers. A new audio signal is received and a DFT for the audio signal is generated. The new audio signal is determined to match the audio signal based on a comparison of the DFT to the signature.

Abstract translation: 提供了一种用于音频信号的用户控制处理的计算机实现的系统和方法。 获得包括参考段和参考段之前的段的音频信号。 从用户接收到值q。 定义前面段中的音频缓冲器，每个具有N个采样的宽度，并且起始点是离开前一段的开始的唯一的采样数，基于N除以q。 一个或多个缓冲器被转换成离散傅里叶变换（DFT）缓冲器。 信号的签名使用参考段的至少一部分和DFT缓冲器中的至少一个生成。 接收新的音频信号，并产生音频信号的DFT。 基于DFT与签名的比较，确定新音频信号以匹配音频信号。

公开(公告)号：US09350862B2

公开(公告)日：2016-05-24

申请号：US14796351

申请日：2015-07-10

Applicant: Interactions LLC

Inventor： Robert R. Bushey ,  Benjamin Anthony Knott ,  John Mills Martin ,  Sarah Korth

IPC: H04M1/64 ,  H04M3/51 ,  G10L15/00

CPC classification number: H04M3/5166 ,  G10L15/00 ,  H04M2201/40 ,  H04M2203/2011

Abstract: Systems and methods for processing audio are provided. The system may include a processor to convert an audio input received via a call to text. The processor may perform a comparison between a portion of the text to one or more phrases included in a table. The processor may also make a selection of at least one of a first object or a first action based on the comparison. The processor may further route the call based on the at least one of the first object or the first action.

公开(公告)号：US20160142546A1

公开(公告)日：2016-05-19

申请号：US15007286

申请日：2016-01-27

Applicant: Avaya Inc.

Inventor： Varun Khanna

IPC: H04M3/51 ,  G06F17/27 ,  G10L15/183 ,  G10L15/26 ,  H04M3/42 ,  H04M3/493

CPC classification number: H04M3/5191 ,  G06F17/2765 ,  G06Q90/00 ,  G10L15/183 ,  G10L15/265 ,  G10L2015/088 ,  H04L67/02 ,  H04M3/00 ,  H04M3/42221 ,  H04M3/4936 ,  H04M3/51 ,  H04M2201/40 ,  H04M2203/2038

Abstract: Providing keyword-based notification and content includes monitoring, a communication interface, the communication interface configured to transport a communication between an agent communication device and a user communication device; recognizing an occurrence of a keyword in the communication; wherein the keyword is stored in a database; and retrieving from the database, an information related to the keyword, wherein the database comprises: a first memory area configured to store a mapping of keywords to keyword information; and a second memory area configured to store a mapping of a user identifier associated with a user to information related to how keyword information should be delivered to the user associated with the user identifier. Ultimately the information related to the keyword is transmitted to one of the agent communication device or the user communication device.

Abstract translation: 提供基于关键字的通知和内容包括监视，通信接口，被配置为传送代理通信设备和用户通信设备之间的通信的通信接口; 识别通信中的关键字的发生; 其中所述关键字存储在数据库中; 以及从所述数据库检索与所述关键字相关的信息，其中，所述数据库包括：第一存储区域，被配置为存储关键字到关键字信息的映射; 以及第二存储区域，被配置为存储与用户相关联的用户标识符的映射关于如何将关键字信息传递给与用户标识符相关联的用户的信息。 最终将关键字相关的信息发送到代理通信设备或用户通信设备之一。

公开(公告)号：US20160134755A1

公开(公告)日：2016-05-12

申请号：US14936874

申请日：2015-11-10

Applicant: UnitedHealth Group Incorporated

Inventor： Christopher Carlson ,  Sean McNattin ,  Jeffery Greely ,  Michael T. Barnes ,  Sandra Long ,  Heather Winter Look

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  G06F19/00 ,  G16H40/20 ,  G16H50/00 ,  G16H80/00 ,  H04M3/5166 ,  H04M2201/40

Abstract: Systems and methods for intelligently routing a member of an organization to a single point-of-contact within an optimized, secure network to address all the member's healthcare needs are described. The disclosed intelligent routing configurations transform and process, in real-time, vast amounts of member data to generate specialized effort scores specific to each member's household. The effort scores, among other things, are used to determine an appropriate tier within the organization to route the member, and its account file containing real-time member and household level data.

Abstract translation: 描述了将智能地将组织成员路由到优化的安全网络内的单个接触点以解决所有成员的医疗保健需求的系统和方法。 所公开的智能路由配置实时地转换和处理大量成员数据，以产生每个成员家庭特有的专门努力分数。 努力评分等等用于确定组织内的适当层次，以便路由成员及其包含实时成员和家庭级数据的帐户文件。

公开(公告)号：US20160118041A1

公开(公告)日：2016-04-28

申请号：US14990221

申请日：2016-01-07

Applicant: Marchex, Inc.

Inventor： Jason Flaks ,  Ziad Ismail ,  Chris Kolbegger

IPC: G10L15/193 ,  G10L15/16 ,  G10L15/14 ,  H04M3/51

CPC classification number: G10L15/193 ,  G10L15/142 ,  G10L15/16 ,  G10L15/1822 ,  G10L2015/088 ,  H04M3/5175 ,  H04M2201/18 ,  H04M2201/40 ,  H04M2201/405 ,  H04M2203/6009 ,  H04M2242/12

Abstract: A facility and method for analyzing and classifying calls without transcription via keyword spotting is disclosed. The facility uses a group of calls having known outcomes to generate one or more domain- or entity-specific grammars containing keywords and related information that are indicative of particular outcome. The facility monitors telephone calls by determining the domain or entity associated with the call, loading the appropriate grammar or grammars associated with the determined domain or entity, and tracking keywords contained in the loaded grammar or grammars that are spoken during the monitored call, along with additional information. The facility performs a statistical analysis on the tracked keywords and additional information to determine a classification for the monitored telephone call.

公开(公告)号：US09325849B1

公开(公告)日：2016-04-26

申请号：US14619012

申请日：2015-02-10

Applicant: Antony Brydon ,  Jeff Patterson ,  Jean Tessier ,  Scott Golubock ,  Vlad Georgescu ,  Ruben Kislaki

Inventor： Antony Brydon ,  Jeff Patterson ,  Jean Tessier ,  Scott Golubock ,  Vlad Georgescu ,  Ruben Kislaki

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06F17/30 ,  G06Q10/06 ,  H04M3/51

CPC classification number: H04M3/5233 ,  G06Q10/063112 ,  G06Q10/063114 ,  H04M3/5183 ,  H04M2201/40 ,  H04M2203/2061

Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by providing the inquiries to an independent group of experts. These experts are typically able to resolve the inquiry before the inquiries are routed to a traditional contact center. The customer service inquiries are routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. In some embodiments, more than one expert can contribute to the resolution of an inquiry.

Abstract translation: 采用群众采购方式，通过向独立的专家小组提供咨询来提供对客户服务查询的反馈。 这些专家通常能够在查询传送到传统联络中心之前解决查询。 根据查询的主题和专家的专业知识之间的匹配，客户服务查询将路由到特定的专家。 在一些实施例中，多于一位的专家可以有助于解决查询。