公开(公告)号：US08676614B2

公开(公告)日：2014-03-18

申请号：US10800414

申请日：2004-03-12

Applicant: Carline Smith

Inventor： Carline Smith

IPC: G06Q10/00 ,  G06Q50/00

CPC classification number: G06Q10/02 ,  G06Q10/025 ,  H04M3/493 ,  H04M3/527 ,  H04M2201/40 ,  H04M2201/41

Abstract: Disclosed is an automated reservations system for use with a frequent flyer account or other similar awards account. The automated reservations system initially authenticates customers utilizing one or more forms of identification. The customer is then prompted to provide travel itinerary information to the reservations system by a series of voice prompt menus. Utilizing the customer-entered itinerary information, the automated reservations system queries a flight information database to determine if the requested itinerary is available. The automated reservations system then determines if the customer has the required amount of frequent flyer miles to book the requested itinerary. If the customer has the required amount of frequent flyer miles, the automated reservations system allows the customer to either ticket or hold the requested itinerary. The automated reservations system is also capable of assigning seats for each passenger in the customer's itinerary.

Abstract translation: 公开了一种用于常旅客帐户或其他类似奖励账户的自动预订系统。 自动预订系统首先通过一种或多种形式的身份认证客户。 然后提示客户通过一系列语音提示菜单向预订系统提供旅行行程信息。 利用客户输入的行程信息，自动预约系统查询航班信息数据库，以确定所请求的行程是否可用。 自动预订系统然后确定客户是否具有所需的飞行里程数量来预订所请求的行程。 如果客户具有所需的飞行里程数量，则自动预订系统允许客户门票或保留所请求的行程。 自动预约系统还能够为客户的行程中的每个乘客分配座位。

公开(公告)号：US08675842B2

公开(公告)日：2014-03-18

申请号：US12750313

申请日：2010-03-30

Applicant: Belinda Franklin-Barr ,  John Rivera

Inventor： Belinda Franklin-Barr ,  John Rivera

IPC: H04M15/00

CPC classification number: H04M3/2218 ,  G10L15/22 ,  H04M1/64 ,  H04M3/436 ,  H04M3/53 ,  H04M2201/40 ,  H04M2203/555 ,  H04M2203/558

Abstract: A system may include a database configured to selectively store and retrieve data. The system may further include a call record parser configured to receive a plurality of call records, each call record being associated with a respective call, parse the plurality of call records to identify periods of resource usage and types of resource usage for the associated calls, create parsed data based on the identified periods of resource usage and the types of resource usage, and store the parsed data in the database indexed according to the type of the identified resource and including the start and end times for the identified periods of usage.

Abstract translation: 系统可以包括被配置为选择性地存储和检索数据的数据库。 系统还可以包括呼叫记录解析器，被配置为接收多个呼叫记录，每个呼叫记录与相应的呼叫相关联，解析多个呼叫记录以识别用于相关呼叫的资源使用周期和资源使用类型， 基于所识别的资源使用周期和资源使用类型来创建解析的数据，并将解析的数据存储在根据所识别的资源的类型索引的数据库中，并且包括所识别的使用周期的开始和结束时间。

公开(公告)号：US08675827B2

公开(公告)日：2014-03-18

申请号：US12888728

申请日：2010-09-23

Applicant: Juan Vasquez ,  Prashant Desai ,  David A. Cathey

Inventor： Juan Vasquez ,  Prashant Desai ,  David A. Cathey

IPC: H04M1/64

CPC classification number: G06Q20/00 ,  G06Q20/305 ,  G06Q20/382 ,  G06Q20/405 ,  H04M3/42221 ,  H04M2201/40

Abstract: A method including receiving a voice call; analyzing speech in real-time to determine whether payment information is included in the voice call; omitting to record the voice call when it is determined that the voice call includes the payment information; and recording the voice call when it is determined that the voice call does not include the payment information.

Abstract translation: 一种包括接收语音呼叫的方法; 实时分析语音，确定支付信息是否包含在语音通话中; 当确定语音呼叫包括支付信息时，省略记录语音呼叫; 并且当确定语音呼叫不包括支付信息时，记录语音呼叫。

公开(公告)号：US20140064473A1

公开(公告)日：2014-03-06

申请号：US14072479

申请日：2013-11-05

Applicant: Kelly CONWAY ,  Keene Hedges CAPERS ,  Christopher DANSON ,  Douglas BROWN ,  David GUSTAFSON ,  Roger WARFORD ,  Melissa MOORE

Inventor： Kelly CONWAY ,  Keene Hedges CAPERS ,  Christopher DANSON ,  Douglas BROWN ,  David GUSTAFSON ,  Roger WARFORD ,  Melissa MOORE

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  G10L15/1822 ,  G10L15/26 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2201/40

Abstract: A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

Abstract translation: 提供了一种用于分析客户和联络中心之间的电话通信的方法。 根据该方法，电话通信被分成至少第一组成语音数据和第二组成语音数据。 通过挖掘语音数据并将预定的基于语言的心理行为模型应用于分离的第一和第二组成语音数据之一来分析第一和第二组成语音数据中的一个。 生成对应于所分析的语音数据的行为评估数据。

公开(公告)号：US20140046770A1

公开(公告)日：2014-02-13

申请号：US14053490

申请日：2013-10-14

Applicant: NUANCE COMMUNICATIONS, INC.

Inventor： Shreedhar Madhavapeddi ,  John F. Pollard

IPC: G06Q30/02

CPC classification number: G06Q30/0267 ,  G06Q30/0241 ,  G06Q30/0251 ,  H04M3/4878 ,  H04M3/53366 ,  H04M2201/40 ,  H04M2203/353 ,  H04M2203/4518 ,  H04M2207/18

Abstract: Techniques are described for providing relevant information to users (e.g., information that is at least potentially of interest to the users). Relevant information for a user may be automatically determined based on a determined context of the user and/or on a request for that information from the user. For example, voice-based information may be obtained from a user in one or more ways, and then analyzed to identify requests or other indications of information of interest and/or to otherwise determine a context of the user that corresponds to potential information of interest. Relevant information for a user may be provided to the user in various ways, such as via a voice-based response during a telephone call and/or via one or more electronic messages sent to the user (e.g., via emails, instant messages, paging messages, SMS or other text messages, etc.).

Abstract translation: 描述了用于向用户提供相关信息（例如，至少可能对用户感兴趣的信息）的技术。 可以基于用户的确定的上下文和/或从用户对该信息的请求来自动确定用户的相关信息。 例如，可以以一种或多种方式从用户获得基于语音的信息，然后分析以识别感兴趣的信息的请求或其他指示和/或以其他方式确定与感兴趣的潜在信息相对应的用户的上下文 。 可以以各种方式向用户提供用户的相关信息，例如经由电话呼叫期间的基于语音的响应和/或经由发送给用户的一个或多个电子消息（例如，经由电子邮件，即时消息，寻呼 消息，短信或其他短信等）。

公开(公告)号：US08650030B2

公开(公告)日：2014-02-11

申请号：US11695333

申请日：2007-04-02

Applicant: Gudmundur Hafsteinsson ,  Michael J. LeBeau ,  Natalia Marmasse ,  Sumit Agarwal ,  Dipchand Nishar

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

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

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：US08625749B2

公开(公告)日：2014-01-07

申请号：US11277295

申请日：2006-03-23

Applicant: Mukul Jain ,  Shmuel Shaffer ,  Alan D. Gatzke ,  Labhesh Patel

Inventor： Mukul Jain ,  Shmuel Shaffer ,  Alan D. Gatzke ,  Labhesh Patel

IPC: H04M1/64 ,  H04M1/56

CPC classification number: H04M3/436 ,  H04M3/533 ,  H04M2201/40 ,  H04M2203/2005 ,  H04M2203/4563

Abstract: A method and apparatus is described to process an incoming telephone call. The method may comprise, at a recipient telephone system, receiving the incoming call including speech and identifying when a Do-Not-Disturb option is set. The Do-Not-Disturb option may identify that a user has requested not to receive telephone calls. Content analysis may be performed to identify content of the speech and a reference database may be interrogated based on the content to identify an associated rule. Thereafter, the Do-Not-Disturb option may be selectively overridden based on the associated rule. The content analysis may comprise performing speech recognition on the speech to obtain a reference word/phrase and interrogating the reference database with the word/phrase to identify the associated rule. A method of configuring a Do-Not-Disturb option in a telephone system is also described that allows a user to define reference words and associated rules.

Abstract translation: 描述了处理来电电话的方法和装置。 所述方法可以包括在接收者电话系统处接收包括语音的呼入呼叫，并且识别何时设置不打扰选项。 免打扰选项可以标识用户已经请求不接收电话。 可以执行内容分析以识别语音的内容，并且可以基于内容询问参考数据库以识别相关联的规则。 此后，可以基于相关联的规则来选择性地覆盖Do-Not-Disturb选项。 内容分析可以包括在语音上执行语音识别以获得参考词/短语，并用单词/短语询问参考数据库以识别相关联的规则。 还描述了在电话系统中配置免打扰选项的方法，其允许用户定义参考词和相关联的规则。

公开(公告)号：US08619965B1

公开(公告)日：2013-12-31

申请号：US13096172

申请日：2011-04-28

Applicant: Romek Figa ,  Michael A. Figa

Inventor： Romek Figa ,  Michael A. Figa

IPC: H04M3/42

CPC classification number: H04W4/12 ,  H04M3/4286 ,  H04M2201/40

Abstract: Certain embodiments of the present invention employ targeted speech detection as part of end-of-hold detection in an end-of-hold notification system. The targeted speech detector is configured to be particularly sensitive to specific words or phrases so as to increase the likelihood of detecting a correct end-of-hold condition while reducing the likelihood of false end-of-hold detection. Targeted speech detection may be used along with other detection mechanisms such as DTMF detection and/or background noise detection.

Abstract translation: 本发明的某些实施例使用目标语音检测作为结束保持通知系统中的结束维持检测的一部分。 目标语音检测器被配置为对特定词或短语特别敏感，以便增加检测正确结束暂停状态的可能性，同时降低假结束保持检测的可能性。 目标语音检测可以与诸如DTMF检测和/或背景噪声检测的其他检测机制一起使用。

公开(公告)号：US20130339017A1

公开(公告)日：2013-12-19

申请号：US13969571

申请日：2013-08-18

Applicant: AT&T Mobility II LLC

Inventor： Thomas Cast

IPC: G10L15/26 ,  G10L15/07

CPC classification number: H04M3/53333 ,  G10L15/07 ,  G10L15/26 ,  G10L15/265 ,  H04L51/066 ,  H04M1/72552 ,  H04M3/5307 ,  H04M3/53366 ,  H04M2201/40 ,  H04M2201/60 ,  H04W4/12

Abstract: Voice message processors are configured to produce text representations of voice messages. The text representations can be compacted based on one or more abbreviation libraries or rule libraries. Abbreviation processing can be applied to produce a compact text representation based on display properties of a destination device or to enhance user perception. Text representation length can be reduced based on abbreviations in a standard abbreviation list, a user specific abbreviation list, or a combination of standard and custom lists. In some examples, text length is shortened based on stored rules.

Abstract translation: 语音消息处理器被配置为产生语音消息的文本表示。 可以基于一个或多个缩写库或规则库来压缩文本表示。 缩写处理可以应用于基于目的地设备的显示属性产生紧凑的文本表示或增强用户感知。 可以基于标准缩写列表，用户特定缩写列表或标准和自定义列表的组合中的缩写来减少文本表示长度。 在一些示例中，基于存储的规则缩短文本长度。

公开(公告)号：US08605868B2

公开(公告)日：2013-12-10

申请号：US13943841

申请日：2013-07-17

Applicant: FonCloud, Inc.

Inventor： Shai Berger ,  Jason P. Bigue

IPC: H04M11/00

CPC classification number: H04M3/493 ,  H04M3/428 ,  H04M2201/40 ,  H04M2203/2077

Abstract: An interactive voice response (IVR) mapping system (IVRMS) is used in a transaction between a waiting party and a queuing party, wherein the queuing party has a queuing calling system (QCS). The IVRMS communicates with the QCS for extracting navigational information from the QCS and generates an IVR map of the QCS. The IVRMS performs map validation by comparing the IVR map with extracted navigational information, and determines if a certain threshold of matching is not met. Optionally, a primary IVR map and a supplementary IVR map of the QCS are created. An editor corrects mistakes in an automated speech-to-text conversion process, removes text that is not relevant for visual navigation, corrects structure of an IVR map via adding, removes or changes commands, or a combination thereof.

Abstract translation: 在等待方和排队方之间的交易中使用交互式语音响应（IVR）映射系统（IVRMS），其中所述排队方具有排队呼叫系统（QCS）。 IVRMS与QCS通信，用于从QCS中提取导航信息，并生成QCS的IVR映射。 IVRMS通过将IVR图与提取的导航信息进行比较来执行地图验证，并且确定是否不满足特定的匹配阈值。 可选地，创建QCS的主IVR图和补充IVR图。 编辑器纠正了自动语音转换文本转换过程中的错误，删除与视觉导航无关的文本，通过添加，删除或更改命令或其组合来更正IVR映射的结构。