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    In-call virtual assistant
    21.
    发明授权
    In-call virtual assistant 有权

    公开(公告)号：US10586539B2

    公开(公告)日：2020-03-10

    申请号：US16165566

    申请日：2018-10-19

    Applicant: AffectLayer, Inc.

    Inventor： Roy Raanani ,  Russell Levy ,  Micha Yochanan Breakstone

    IPC: H04M3/00 ,  H04M5/00 ,  G10L15/22 ,  H04M3/22 ,  G10L15/02 ,  G06F3/16

    Abstract: An in-call virtual assistant system monitors a real-time call, e.g., a call that is in progress, between multiple speakers, identifies a trigger and executes a specified task in response to the trigger. The virtual assistant system can be invoked by an explicit trigger or an implicit trigger. For example, an explicit trigger can be a voice command from one of the speakers in the call, such as “Ok Chorus, summarize the call” for summarizing the call. An implicit trigger can be an event that occurred in the call, or outside of the call but that is relevant to a speaker. For example, an event such as a speaker dropping off the call suddenly can be an implicit trigger that invokes the virtual assistant system to perform an associated task, such as notifying the remaining speakers on the call that one of the speakers dropped.

    Automatic pattern recognition in conversations
    26.
    发明授权
    Automatic pattern recognition in conversations 有权

    公开(公告)号：US10110743B2

    公开(公告)日：2018-10-23

    申请号：US15817490

    申请日：2017-11-20

    Applicant: AffectLayer, Inc.

    Inventor： Roy Raanani ,  Russell Levy ,  Dominik Facher ,  Micha Yochanan Breakstone

    IPC: H04M3/42 ,  H04M3/523 ,  H04M3/51 ,  G06Q30/02 ,  G06F17/27 ,  G10L15/18 ,  G06Q10/10 ,  G06N7/00 ,  G06N99/00 ,  G10L17/02 ,  G10L25/51 ,  G10L25/63 ,  G10L17/26

    Abstract: A pattern recognition system (“system”) automatically determines conversation patterns that distinguish a first set of participants from a second set of participants. For example, a first set of participants can be top performing representatives and the second set of participants can be low performing representatives. The system analyzes a first set of recordings of the top performing representatives to extract a first set of features associated with the first set of recordings, and analyzes the first set of features to generate first pattern data that is indicative of a pattern of the conversation of the top performing representatives. Similarly, the system also generates second pattern data that is indicative of a pattern of the conversation of the low performing representatives. The system analyzes the first pattern data and the second pattern data to generate distinctive features that distinguish the first pattern from the second pattern.

    COORDINATING VOICE CALLS BETWEEN REPRESENTATIVES AND CUSTOMERS TO INFLUENCE AN OUTCOME OF THE CALL
    30.
    发明申请
    COORDINATING VOICE CALLS BETWEEN REPRESENTATIVES AND CUSTOMERS TO INFLUENCE AN OUTCOME OF THE CALL 有权
    协调代表和客户之间的协调语音来影响呼叫的成果

    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。

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