公开(公告)号：US09053707B2

公开(公告)日：2015-06-09

申请号：US13085162

申请日：2011-04-12

Applicant: Chin H. Khor ,  Marcel Leyva ,  Vernon Marshall

Inventor： Chin H. Khor ,  Marcel Leyva ,  Vernon Marshall

IPC: H04M1/64 ,  G10L17/26 ,  G06Q30/02 ,  G10L17/00 ,  H04M3/22 ,  H04M3/51

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  G06Q30/02 ,  G10L17/00 ,  G10L17/02 ,  G10L17/26 ,  G10L25/48 ,  G10L25/63 ,  H04M3/2281 ,  H04M3/51 ,  H04M2201/18 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/301 ,  H04M2203/401

Abstract: One-to-many comparisons of callers' words and/or voice prints with known words and/or voice prints to identify any substantial matches between them. When a customer communicates with a particular entity, such as a customer service center, the system makes a recording of the real-time call including both the customer's and agent's voices. The system segments the recording to extract different words, such as words of anger. The system may also segment at least a portion of the customer's voice to create a tone profile, and it formats the segmented words and tone profiles for network transmission to a server. The server compares the customer's words and/or tone profiles with multiple known words and/or tone profiles stored on a database to determine any substantial matches. The identification of any matches may be used for a variety of purposes, such as providing representative feedback or customer follow-up.

Abstract translation: 一对多呼叫者的单词和/或语音打印与已知的单词和/或语音打印进行比较，以识别它们之间的任何实质的匹配。 当客户与特定实体（例如客户服务中心）通信时，系统记录实时呼叫，包括客户和代理人的声音。 系统分割录音以提取不同的单词，如愤怒的话。 该系统还可以划分客户语音的至少一部分以创建音调简档，并且将用于网络传输的分段单词和音调配置文件格式化成服务器。 服务器将客户的单词和/或音调配置文件与存储在数据库上的多个已知单词和/或音调配置文件进行比较，以确定任何实质的匹配。 任何比赛的识别可以用于各种目的，例如提供代表性反馈或客户跟进。

公开(公告)号：US09031222B2

公开(公告)日：2015-05-12

申请号：US13206117

申请日：2011-08-09

Applicant: Jeffrey Wolfeld ,  Vijetha Vadlakonda ,  Vaishali Mithbaokar ,  Kenneth G. Rehor

Inventor： Jeffrey Wolfeld ,  Vijetha Vadlakonda ,  Vaishali Mithbaokar ,  Kenneth G. Rehor

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/00 ,  G06K9/00302 ,  G06K9/00335 ,  H04M3/51 ,  H04M3/5175 ,  H04M2201/40 ,  H04M2203/2038

Abstract: A method, a system and computer readable storage media facilitate establishing a plurality of simultaneously occurring communication sessions between call agent devices and customer devices at a call center communication system. Each communication session is monitored to determine a priority score associated with each communication session, where each priority score provides an indication of a potential problem associated with the corresponding communication session. An indication of the priority score associated with each communication session is provided to a supervisor device.

Abstract translation: 方法，系统和计算机可读存储介质便于在呼叫中心通信系统处建立呼叫代理设备和客户设备之间的多个同时发生的通信会话。 监视每个通信会话以确定与每个通信会话相关联的优先级得分，其中每个优先级得分提供与相应通信会话相关联的潜在问题的指示。 将与每个通信会话相关联的优先级得分的指示提供给主管设备。

公开(公告)号：US09025752B2

公开(公告)日：2015-05-05

申请号：US13286329

申请日：2011-11-01

Applicant: Charles Douglas Blewett ,  Megan Blewett ,  Joseph Gibbons ,  Robert Haarde

Inventor： Charles Douglas Blewett ,  Megan Blewett ,  Joseph Gibbons ,  Robert Haarde

IPC: H04M3/42 ,  H04M3/56

CPC classification number: H04M3/563 ,  G06K9/00335 ,  G10L15/22 ,  H04L65/1093 ,  H04L67/306 ,  H04M3/42153 ,  H04M3/42221 ,  H04M3/42382 ,  H04M3/568 ,  H04M2201/40 ,  H04M2203/2016 ,  H04M2203/2038 ,  H04M2203/5009 ,  H04M2203/655 ,  H04N7/15 ,  H04W4/14

Abstract: A method, non-transitory computer readable medium and apparatus for providing a communications service in a communications network are disclosed. For example, the method monitors a conference call, detects a triggering event during the conference call registered for a particular user, wherein the particular user is not a participant in the conference call, and notifies the particular user of the triggering event.

Abstract translation: 公开了一种用于在通信网络中提供通信服务的方法，非暂时性计算机可读介质和装置。 例如，该方法监视会议呼叫，在针对特定用户注册的电话会议期间检测触发事件，其中特定用户不是会议呼叫中的参与者，并且向特定用户通知触发事件。

公开(公告)号：US20150098555A1

公开(公告)日：2015-04-09

申请号：US14569484

申请日：2014-12-12

Applicant: Nuance Communications, Inc.

Inventor： Shreedhar Madhavapeddi ,  William F. Ganong, III ,  George Zavaliagkos ,  Uwe H. Jost ,  Gary B. Clayton

IPC: H04M3/533 ,  G10L15/26

CPC classification number: H04M3/53358 ,  G10L15/26 ,  H04M3/53366 ,  H04M2201/40 ,  H04M2203/4536 ,  H04M2203/4554

Abstract: A voicemail computer system transcribes a voicemail message into text that is presented to a calling party for approval. A calling party is able to approve, disapprove or edit a voicemail message prior to delivery to one or more called parties. The voicemail computer system may analyze a voicemail message to detect errors, omissions, or potentially offensive words. The voicemail computer may analyze a voicemail message to make suggestions as to tone, content or information contained within the voicemail message. The calling party can edit the voicemail message or approve it prior to providing a notification to one or more called parties that they have received the voicemail message.

Abstract translation: 语音信箱计算机系统将语音邮件消息转换成呈现给主叫方批准的文本。 主叫方可以在发送给一个或多个被叫方之前批准，不批准或编辑语音邮件消息。 语音邮件计算机系统可以分析语音邮件消息以检测错误，遗漏或潜在令人反感的词语。 语音信箱计算机可以分析语音邮件消息，以提供关于语音邮件消息中包含的音调，内容或信息的建议。 主叫方可以在向一个或多个被叫方提供他们已经收到该语音邮件消息的通知之前编辑该语音邮件消息或者批准它。

公开(公告)号：US20150088496A1

公开(公告)日：2015-03-26

申请号：US14497352

申请日：2014-09-26

Applicant: NEC Corporation

Inventor： Chihiro HARADA

IPC: G10L15/26 ,  G10L25/78 ,  H04M3/56

CPC classification number: G10L15/26 ,  G10L25/78 ,  H04M3/42221 ,  H04M3/56 ,  H04M11/10 ,  H04M2201/40 ,  H04M2201/60

Abstract: A minutes making assistance device according to the present invention includes: a sound processing unit that performs processing regarding a voice and determines whether or not speaking is started; an operation processing unit that performs processing regarding an operation and determines whether or not the operation is performed; a display processing unit that performs processing regarding a display; and a control unit that stores speaking start time and warning time in a memory when the sound processing unit determines that the speaking is started, performs warning processing when the current time becomes the warning time, and terminates the processing when the operation processing unit determines that the operation is performed before the warning time.

Abstract translation: 根据本发明的分钟辅助装置包括：声音处理单元，执行关于声音的处理并确定是否开始讲话; 操作处理单元，执行关于操作的处理，并确定是否执行操作; 执行关于显示的处理的显示处理单元; 以及控制单元，当声音处理单元确定说话开始时，将说话开始时间和警告时间存储在存储器中，当当前时间成为警告时间时执行警告处理，并且当操作处理单元确定 该操作在警告时间之前执行。

公开(公告)号：US20150081289A1

公开(公告)日：2015-03-19

申请号：US14493138

申请日：2014-09-22

Applicant: Parus Holdings, Inc.

Inventor： Alexander Kurganov

IPC: G10L25/48 ,  G10L15/00 ,  G06F17/30

CPC classification number: H04L51/36 ,  G06F3/167 ,  G06F17/30286 ,  G06F17/3061 ,  G10L15/00 ,  G10L17/22 ,  G10L21/00 ,  G10L25/48 ,  H04L29/06 ,  H04L29/1215 ,  H04L29/1216 ,  H04L51/00 ,  H04L61/1564 ,  H04L61/157 ,  H04L67/42 ,  H04L69/08 ,  H04L69/329 ,  H04M1/72527 ,  H04M3/42 ,  H04M3/42153 ,  H04M3/436 ,  H04M3/51 ,  H04M3/515 ,  H04M3/53 ,  H04M3/56 ,  H04M7/0003 ,  H04M7/0033 ,  H04M7/12 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/4509 ,  H04W4/12

Abstract: A method and apparatus for a computer and telecommunication network which can receive, send and manage information from or to a subscriber of the network, based on the subscriber's configuration. The network is made up of at least one cluster containing voice servers which allow for telephony, speech recognition, text-to-speech and conferencing functions, and is accessible by the subscriber through standard telephone connections or through internet connections. The network also utilizes a database and file server allowing the subscriber to maintain and manage certain contact lists and administrative information. A web server is also connected to the cluster thereby allowing access to all functions through internet connections.

Abstract translation: 一种用于计算机和电信网络的方法和装置，其可以基于用户的配置从网络的订户接收，发送和管理信息。 该网络由至少一个包含允许电话，语音识别，文本到语音和会议功能的语音服务器的集群组成，并且可由用户通过标准电话连接或通过互联网连接访问。 网络还利用数据库和文件服务器，允许用户维护和管理某些联系人列表和管理信息。 Web服务器也连接到群集，从而允许通过互联网连接访问所有功能。

公开(公告)号：US20150078537A1

公开(公告)日：2015-03-19

申请号：US14553291

申请日：2014-11-25

Applicant: Robert M. Engelke ,  Kevin R. Colwell ,  Troy D. Vitek

Inventor： Robert M. Engelke ,  Kevin R. Colwell ,  Troy D. Vitek

IPC: H04M3/42 ,  H04M1/247

CPC classification number: H04M3/42382 ,  G10L15/26 ,  G10L15/265 ,  H04M1/2473 ,  H04M1/2475 ,  H04M1/2535 ,  H04M3/42042 ,  H04M3/42161 ,  H04M3/42195 ,  H04M3/42391 ,  H04M3/533 ,  H04M2201/14 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2242/04

Abstract: A system and method for presenting caller ID information related to a caption assisted telephone call incorporating a first party Network appliance, a first party telephone service/terminal, and a relay linkable to the first party Network appliance via the Internet.

Abstract translation: 一种用于呈现与包括第一方网络设备，第一方电话服务/终端和可经由因特网可连接到第一方网络设备的中继的中继的字幕辅助电话呼叫相关的呼叫者ID信息的系统和方法。

公开(公告)号：US08977554B1

公开(公告)日：2015-03-10

申请号：US14138925

申请日：2013-12-23

Applicant: Amazon Technologies, Inc.

Inventor： Fabien G. Hertschuh ,  Benoit St-Pierre ,  James L. Ford ,  Sean P. Cier ,  Samuel P. Hall ,  Peter C. Wong

IPC: G10L15/22 ,  G06Q30/06

CPC classification number: G06Q30/0641 ,  G06Q30/0623 ,  G10L15/22 ,  G10L15/26 ,  H04M2201/40

Abstract: Disclosed are various embodiments for facilitating an assisted shopping experience. A speech input can be captured and transcribed. The transcribed speech input can be transmitted to a customer service agent in a data session that is contemporaneous with a voice session. The customer service agent can then facilitate an assisted shopping experience via the voice session and data session.

Abstract translation: 公开了用于促进辅助购物体验的各种实施例。 语音输入可以被捕获和转录。 转录语音输入可以在同时具有语音会话的数据会话中传送给客户服务代理。 然后，客户服务代理可以通过语音会话和数据会话来促进辅助购物体验。

公开(公告)号：US08964769B2

公开(公告)日：2015-02-24

申请号：US13858817

申请日：2013-04-08

Applicant: Aspect Software, Inc.

Inventor： Jonathan Robert Taylor

IPC: H04L12/56 ,  H04L29/06 ,  H04M7/00 ,  H04M3/493 ,  H04M3/42

CPC classification number: H04L29/06278 ,  H04M3/42323 ,  H04M3/4938 ,  H04M7/006 ,  H04M2201/40 ,  H04M2201/60

Abstract: A networked telephony system and method allow users to deploy on the Internet computer telephony applications associated with designated telephone numbers. The telephony application is easily created by a user in XML (Extended Markup Language) with predefined telephony XML tags and easily deployed on a website. The telephony XML tags include those for call control and media manipulation. A call to anyone of these designated telephone numbers may originate from anyone of the networked telephone system such as the PSTN (Public Switched Telephone System), a wireless network, or the Internet. The call is received by an application gateway center (AGC) installed on the Internet. Analogous to a web browser, the AGC provides facility for retrieving the associated XML application from its website and processing the call accordingly. The architecture and design of the system allow for reliability, high quality-of-service, easy scalability and the ability to incorporate additional telephony hardware and software and protocols.

Abstract translation: 网络电话系统和方法允许用户部署在与指定电话号码相关联的因特网计算机电话应用中。 电话应用程序可以由XML（扩展标记语言）中的用户轻松创建，并具有预定义的电话XML标签，并可轻松部署在网站上。 电话XML标签包括用于呼叫控制和媒体操纵的标签。 对这些指定电话号码中的任何一个的呼叫可以源自诸如PSTN（公共交换电话系统），无线网络或因特网的联网电话系统中的任何一个。 该呼叫由安装在因特网上的应用网关中心（AGC）接收。 AGC类似于Web浏览器，它提供从其网站检索相关联的XML应用程序的功能，并相应地处理呼叫。 该系统的体系结构和设计允许可靠性，高质量的服务，易于扩展的能力以及结合额外的电话硬件和软件和协议的能力。

公开(公告)号：US08953757B2

公开(公告)日：2015-02-10

申请号：US13731699

申请日：2012-12-31

Applicant: Angel.com Incorporated

Inventor： Ahmed Tewfik Bouzid ,  David James Rennyson ,  Michael Jerry Saylor ,  Ashwini Swaroop Reddy Dulam ,  Jonathan Hotz

IPC: H04M11/00 ,  H04M3/42 ,  H04M3/493

CPC classification number: H04W4/18 ,  G06Q30/0631 ,  H04M3/42153 ,  H04M3/42178 ,  H04M3/42204 ,  H04M3/4936 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2203/252 ,  H04M2203/253 ,  H04M2203/355 ,  H04M2250/74 ,  H04W4/60

Abstract: Usage data associated with a user of a telephonic device is accessed by a remote learning engine. A service or a product is identified by the remote learning engine based on the accessed usage data. A recommended voice bundle application is determined by the remote learning engine. A recommendation associated with the recommended voice bundle application is transmitted to the telephonic device. The recommendation is presented to the user through voice communications. One or more input parameters associated with the recommended voice bundle application is collected by the telephonic device. The user through voice communications has accepted the recommendation determining is determined. In response to determining that the user has accepted the recommendation, the one or more input parameters to the recommended voice bundle application are loaded by the telephonic device, and the recommended voice bundle application is executed by the telephonic device.

Abstract translation: 与电话设备的用户相关联的使用数据由远程学习引擎访问。 基于所访问的使用数据，远程学习引擎识别服务或产品。 推荐的语音包应用程序由远程学习引擎确定。 与推荐的语音包应用相关联的推荐被传送到电话设备。 该建议通过语音通信呈现给用户。 与推荐的语音包应用相关联的一个或多个输入参数由电话设备收集。 通过语音通信的用户已接受确定的推荐确定。 响应于确定用户已经接受推荐，由推荐的语音包应用的一个或多个输入参数由电话设备加载，并且推荐的语音包应用由电话设备执行。