公开(公告)号：US20140314212A1

公开(公告)日：2014-10-23

申请号：US13867769

申请日：2013-04-22

Applicant: AVAYA INC.

Inventor： Jon Bentley ,  Paul Roller Michaelis ,  Mark Fletcher

IPC: H04M3/51

CPC classification number: H04M3/5116 ,  G06F19/3418 ,  G16H15/00 ,  G16H50/20 ,  H04M2201/40 ,  H04M2201/50 ,  H04M2203/1075 ,  H04M2203/2038

Abstract: A Public Safety Answering Point (PSAP) is configured to enable the detection of one or more clinical signs associated with a caller. The clinical signs may include both auditory and visual clinical signs and may be detected by analyzing a portion of the call information to determine one or more characteristics associated with the call information and comparing the one or more determined characteristics to known clinical sign characteristics. The PSAP may additionally or alternatively utilize the detection of the clinical signs to assist and/or provide an advisory recommendation in the decision of which, if any first responder resources should be dispatched; the recommendation may include which resources and at what priority the resources should be dispatched.

Abstract translation: 公共安全应答点（PSAP）被配置为能够检测与呼叫者相关联的一个或多个临床体征。 临床体征可以包括听觉和视觉临床体征，并且可以通过分析呼叫信息的一部分来确定与呼叫信息相关联的一个或多个特征并将一个或多个确定的特征与已知临床体征特征进行比较来检测。 PSAP可以附加地或替代地利用临床体征的检测来帮助和/或提供在决定中的咨询建议，哪个应该发送第一响应者资源; 该建议可能包括哪些资源和哪些优先资源应该发送。

公开(公告)号：US20140308631A1

公开(公告)日：2014-10-16

申请号：US14090278

申请日：2013-11-26

Applicant: Breakthrough PerformanceTech, LLC

Inventor： Martin L. Cohen ,  Edward G. Brown

IPC: G09B5/04

CPC classification number: G09B19/04 ,  G06Q10/06 ,  G06Q10/06398 ,  G06Q50/22 ,  G06Q99/00 ,  G06T11/00 ,  G06T13/80 ,  G09B5/00 ,  G09B5/04 ,  G09B5/06 ,  G09B5/065 ,  G09B5/10 ,  G09B7/00 ,  G09B7/02 ,  G09B7/04 ,  G09B7/06 ,  G09B7/063 ,  G09B7/08 ,  G09B9/00 ,  G09B15/00 ,  G09B17/003 ,  G09B17/006 ,  G09B19/00 ,  G09B19/0046 ,  G09B19/0053 ,  G09B19/025 ,  G09B19/06 ,  G09B19/18 ,  G09B23/28 ,  H04L67/02 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2250/62 ,  H04M2250/74

Abstract: The present invention is directed to interactive training, and in particular, to methods and systems for computerized interactive skill training. An example embodiment provides a method and system for providing skill training using a computerized system. The computerized system receives a selection of a first training subject. Several related training components can be invoked, such as reading, watching, performing, and/or reviewing components. In addition, a scored challenge session is provided, wherein a training challenge is provided to a user via a terminal, optionally in video form.

Abstract translation: 本发明涉及交互式训练，特别涉及用于计算机化交互技能训练的方法和系统。 示例性实施例提供了一种使用计算机化系统提供技能训练的方法和系统。 计算机化系统接收第一训练对象的选择。 可以调用几个相关的培训组件，例如阅读，观看，执行和/或查看组件。 此外，提供了一个打分的挑战会话，其中通过终端（可选地以视频形式）向用户提供训练挑战。

公开(公告)号：US20140307859A1

公开(公告)日：2014-10-16

申请号：US14314631

申请日：2014-06-25

Applicant: Unify GmbH & Co. KG

Inventor： Bizhan Karimi-Cherkandi ,  Vijayalakshmi Ranganathan ,  Schah Walli Ali

IPC: H04M3/42 ,  G10L15/26 ,  H04M3/523

CPC classification number: H04M3/42221 ,  G10L15/22 ,  G10L15/26 ,  H04M3/5166 ,  H04M3/523 ,  H04M2201/40 ,  H04M2203/408

Abstract: A communication terminal, system and method utilize a communication device that activates a speech to text application so that subsequent audio that is received from a caller is converted into text. A caller may then provide audio in response to a question. A caller may send input by pressing a button on a communication device for example, to activate the speech to text application, speak an answer, and then press a button to indicate that an answer to a question is complete. The spoken answer may be converted into text and may then be stored, parsed, and then assigned to an object representing the question posed to a caller. The stored text assigned to the object representing the question may then be used to populate different forms or databases for subsequent use or for displaying to a user via a display device of that person's computer device.

公开(公告)号：US08861699B2

公开(公告)日：2014-10-14

申请号：US13955753

申请日：2013-07-31

Applicant: Lenovo (Beijing) Co., Ltd.

Inventor： Jie Cao ,  Chaohong Xie

IPC: H04M1/56 ,  H04M3/42 ,  H04M1/656

CPC classification number: H04M3/42059 ,  H04M1/57 ,  H04M1/656 ,  H04M3/42102 ,  H04M3/42221 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2250/74

Abstract: The present invention is directed to a display method and an electronic device. The method comprises acquiring a first display instruction; in response to the first display instruction, displaying the second ID identification on the display unit, and displaying M first content identifications simultaneously, wherein, the first content identification is used for characterizing the communication content of the call process of the first ID identification and the second ID identification, and M is a positive integer greater than or equal to one.

Abstract translation: 本发明涉及显示方法和电子设备。 该方法包括获取第一显示指令; 响应于第一显示指令，在显示单元上显示第二ID标识，并同时显示M个第一内容标识，其中，第一内容标识用于表征第一ID标识的呼叫处理的通信内容， 第二ID识别，M是大于或等于1的正整数。

公开(公告)号：US08856005B2

公开(公告)日：2014-10-07

申请号：US14150134

申请日：2014-01-08

Applicant: Google Inc.

Inventor： Gudmundur Hafsteinsson ,  Michael J. LeBeau ,  Natalia Marmasse ,  Sumit Agarwal ,  Dipchad Nishar

IPC: G10L15/26 ,  G10L15/06 ,  G10L17/00 ,  G10L21/00 ,  H04W4/14

CPC classification number: G10L15/22 ,  G06F3/167 ,  G10L15/26 ,  G10L15/265 ,  G10L15/30 ,  G10L2015/221 ,  G10L2015/223 ,  H04M1/72522 ,  H04M2201/40 ,  H04M2242/15 ,  H04W4/14

Abstract: A method for receiving processed information at a remote device is described. The method includes transmitting from the remote device a verbal request to a first information provider and receiving a digital message from the first information provider in response to the transmitted verbal request. The digital message includes a symbolic representation indicator associated with a symbolic representation of the verbal request and data used to control an application. The method also includes transmitting, using the application, the symbolic representation indicator to a second information provider for generating results to be displayed on the remote device.

Abstract translation: 描述了在远程设备处接收处理的信息的方法。 该方法包括：从远程设备向第一信息提供者发送口头请求，并响应于传送的口头请求从第一信息提供者接收数字消息。 数字消息包括与用于控制应用的口头请求和数据的符号表示相关联的符号表示指示符。 该方法还包括使用应用将符号表示指示符发送到第二信息提供者，用于生成要在远程设备上显示的结果。

公开(公告)号：US08848897B2

公开(公告)日：2014-09-30

申请号：US11961397

申请日：2007-12-20

Applicant: Paul T. Schultz ,  Robert A. Sartini

Inventor： Paul T. Schultz ,  Robert A. Sartini

IPC: H04M3/00 ,  G06F17/30 ,  H04L29/06 ,  H04M3/51

CPC classification number: H04M3/5166 ,  H04L65/40 ,  H04M3/5191 ,  H04M2201/40

Abstract: An automated multimedia call center device may receive a verbal request for information from a user device during a multimedia session between the automated multimedia call center device and the user device. The automated multimedia call center device may further obtain a group of recognition results for the verbal request using speech recognition, cause at least two recognition results of the group of recognition results to be visually displayed on the user device, receive selection of one recognition result of the at least two recognition results, perform a search using the selected one recognition result to obtain multimedia content, and provide the multimedia content to the user device.

Abstract translation: 自动多媒体呼叫中心设备可以在自动多媒体呼叫中心设备和用户设备之间的多媒体会话期间接收来自用户设备的信息的口头请求。 自动多媒体呼叫中心设备还可以使用语音识别进一步获得用于语音请求的一组识别结果，使识别结果组的至少两个识别结果在用户设备上可视地显示，接收选择一个识别结果的一个识别结果 所述至少两个识别结果使用所选择的一个识别结果执行搜索以获得多媒体内容，并将所述多媒体内容提供给所述用户设备。

公开(公告)号：US08837708B1

公开(公告)日：2014-09-16

申请号：US13916789

申请日：2013-06-13

Applicant: West Corporation

Inventor： Michelle L. Steinbeck ,  Joel G. Mason

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/22

CPC classification number: H04M3/42221 ,  G10L15/26 ,  H04M3/2281 ,  H04M3/42059 ,  H04M3/51 ,  H04M2201/36 ,  H04M2201/40

Abstract: Systems, methods, and computer-readable media for tracking, reconciling, and reporting on data representing Dual Tone Multi-Frequency (DTMF) tones and voice signals communicated between call center and users during interactions therebetween. The system may include a data store adapted to store the DTMF data and a text corresponding to the voice data; a transcription process receiving data representing the voice signal and converting it into corresponding text; a report generation process obtaining the DTMF data and the text, transmitting a report containing the same to a client, and updating the date store accordingly; and a reconciliation process receiving data enabling reconciliation of data as tracked by the call center and as tracked by an entity other than the call center. The transcription process may operate as a third-party or an in-house entity relative to the at least one call center.

Abstract translation: 系统，方法和计算机可读介质，用于跟踪，协调和报告代表双音多频（DTMF）音调的数据和在呼叫中心与用户之间的交互期间传送的语音信号。 该系统可以包括适于存储DTMF数据的数据存储和与语音数据相对应的文本; 接收表示语音信号的数据并将其转换为相应文本的转录过程; 报告生成处理获取DTMF数据和文本，将包含该DTMF数据和文本的报告发送给客户端，并相应地更新日期存储; 以及协调处理接收数据，使数据能够协调由呼叫中心跟踪的数据，并且由呼叫中心以外的实体跟踪。 转录过程可以相对于至少一个呼叫中心作为第三方或内部实体操作。

公开(公告)号：US08837687B2

公开(公告)日：2014-09-16

申请号：US13549238

申请日：2012-07-13

Applicant: Gilad Odinak ,  Thomas Veatch

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M1/64 ,  H04B1/38

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 computer-implemented system and method for matching agents with callers within a call center environment is provided. A database of traits for agents within a call center is maintained. A call is received into the call center and a voice recording is obtained from a caller during the call. The voice recording from the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. The caller traits are compared with the traits for the agents. One or more of the agents similar to the user are identified based on the trait comparison. One of the similar agents is selected and the call is transferred to the selected agent.

Abstract translation: 提供了一种用于在呼叫中心环境内与呼叫者匹配代理的计算机实现的系统和方法。 保持呼叫中心内代理人特征的数据库。 呼叫被接收到呼叫中心，并且在呼叫期间从呼叫者获得语音记录。 来自呼叫者的语音记录通过测量语音记录的语音特征和基于语音特征来识别呼叫者的特征来进行分析。 将呼叫者特征与代理的特征进行比较。 基于特征比较来识别与用户相似的一个或多个代理。 选择一个类似的代理，并将呼叫转移到所选代理。

公开(公告)号：US08831208B2

公开(公告)日：2014-09-09

申请号：US13242695

申请日：2011-09-23

Applicant: David Suendermann ,  Jackson Liscombe ,  Jonathan Bloom ,  Grace Li ,  Roberto Pieraccini

Inventor： David Suendermann ,  Jackson Liscombe ,  Jonathan Bloom ,  Grace Li ,  Roberto Pieraccini

IPC: H04M3/00

CPC classification number: H04M3/4936 ,  H04M3/5166 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2203/355

Abstract: A dialog manager for a spoken dialog system. A decision module selects a path from a plurality of alternative paths for a given call, wherein each path implements one of a plurality of strategies for a call flow. A weighting module weights the path selection decision and is connected to a probability estimator for estimating the probability value that a given one of the plurality of paths is the best-performing path.

Abstract translation: 一个口语对话系统的对话管理器。 决策模块从给定呼叫的多个替代路径中选择路径，其中每个路径实现呼叫流的多个策略之一。 加权模块对路径选择决定进行加权，并且连接到概率估计器，用于估计多个路径中的给定一个路径是最佳执行路径的概率值。

公开(公告)号：US20140244252A1

公开(公告)日：2014-08-28

申请号：US14128357

申请日：2012-06-20

Applicant: John Dines ,  Philip Garner ,  Thomas Hain ,  Temitope Ola

Inventor： John Dines ,  Philip Garner ,  Thomas Hain ,  Temitope Ola

IPC: G10L15/26

CPC classification number: G10L15/26 ,  G10L15/183 ,  G10L15/30 ,  G10L15/32 ,  G10L17/00 ,  G10L2021/02166 ,  H04L12/1831 ,  H04L51/16 ,  H04M7/0027 ,  H04M2201/40

Abstract: A method for providing participants to a multiparty meeting with a transcript of the meeting, comprising the steps of: establishing an meeting among two or more participants; exchanging during said meeting voice data as well as documents; uploading at least a part of said voice data and at least a part of said documents to a remote speech recognition server (1), using an application programming interface of said remote speech recognition server; converting at least a part of said voice data to text with an automatic speech recognition system (13) in said remote speech recognition server, wherein said automatic speech recognition system uses said documents to improve the quality of speech recognition; building in said remote speech recognition server a computer object (120) embedding at least a part of said voice data, at least a part of said documents, and said text; making said computer object (120) available to at least one of said participant.

Abstract translation: 一种向参与者提供会议记录的多方会议的方法，包括以下步骤：在两个或多个参与者之间建立会议; 在会议期间交换语音数据以及文件; 使用所述远程语音识别服务器的应用编程接口将所述语音数据的至少一部分和所述文档的至少一部分上传到远程语音识别服务器（1）; 在所述远程语音识别服务器中用自动语音识别系统（13）将所述语音数据的至少一部分转换为文本，其中所述自动语音识别系统使用所述文档来提高语音识别的质量; 在所述远程语音识别服务器中构建嵌入所述语音数据的至少一部分，所述文档的至少一部分和所述文本的计算机对象（120） 使所述计算机对象（120）可用于所述参与者中的至少一个。