公开(公告)号：US09647898B2

公开(公告)日：2017-05-09

申请号：US14569613

申请日：2014-12-12

Applicant: Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

Inventor： Kenneth D. Tuchman ,  Bruce A. Sharpe ,  Henry D. Truong

IPC: G06F3/0482 ,  H04M5/00 ,  H04L12/24 ,  H04M3/523 ,  G06F3/0484 ,  G06F3/0485 ,  H04M3/51

CPC classification number: H04L41/22 ,  G06F3/0482 ,  G06F3/04842 ,  G06F3/0485 ,  H04M3/5141 ,  H04M3/523 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/2038 ,  H04M2203/252 ,  H04M2203/408

Abstract: An electronic device displays a first row of graphical representations, each corresponding to a context element of a route sequence map of a first user. The route sequence map includes context elements organized in a hierarchical structure, each context element having one or more property values specifying an action to be performed by the server or a link to one or more child context elements in the hierarchical structure. In response to a selection of a first graphical representation from the first row, a first message having at least a first identifier (ID) of the first graphical representation is transmitted to the server. A second message is received from the server in response to the first message, the second message including data identifying a second row of context elements of the route sequence map. The second row is displayed as a child row to the first row.

公开(公告)号：US09544430B2

公开(公告)日：2017-01-10

申请号：US13504550

申请日：2010-10-27

Applicant: Michaela Nachtrab ,  Robin Ribback

Inventor： Michaela Nachtrab ,  Robin Ribback

IPC: G10L15/00 ,  G10L15/26 ,  G06F17/28 ,  H04M3/42 ,  G10L15/30 ,  G10L15/22 ,  H04N21/2343 ,  H04N21/81

CPC classification number: H04M3/42391 ,  G06F17/289 ,  G10L15/22 ,  G10L15/26 ,  G10L15/30 ,  G10L2015/225 ,  G10L2015/226 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2201/60 ,  H04M2203/2061 ,  H04N21/234336 ,  H04N21/8106

Abstract: A method and system for transcription of spoken language into continuous text for a user comprising the steps of inputting spoken language of at least one user or of a communication partner of the at least one user into a mobile device of the respective user, wherein the input spoken language of the user is transported within a corresponding stream of voice over IP data packets to a transcription server; transforming the spoken language transported within the respective stream of voice over IP data packets into continuous text by means of a speech recognition algorithm run by said transcription server, wherein said speech recognition algorithm is selected depending on a natural language or dialect spoken in the area of the current position of said mobile device; and outputting said transformed continuous text forwarded by said transcription server to said mobile device of the respective user or to a user terminal of the respective user in real time.

Abstract translation: 一种用于将口语转录成用户的连续文本的方法和系统，包括以下步骤：将至少一个用户或至少一个用户的通信对方的口语输入到相应用户的移动设备中，其中输入 用户的语音在相应的IP数据包上的语音流中传送到转录服务器; 通过由所述转录服务器运行的语音识别算法将通过IP数据分组的各个语音流内传输的口语变换为连续文本，其中所述语音识别算法根据在所述语音识别算法的区域中所说的自然语言或方言来选择 所述移动设备的当前位置; 并且将由所述转录服务器转发的所述变换的连续文本实时地输出到相应用户的所述移动设备或相应用户的用户终端。

公开(公告)号：US09544427B2

公开(公告)日：2017-01-10

申请号：US14859255

申请日：2015-09-19

Applicant: AT&T Intellectual Property I, L.P.

Inventor： Robert A. Koch ,  Robert G. Hensey, Jr. ,  Shiejye Geoffrey Lin ,  David Archie Scott

IPC: H04M1/56 ,  H04M3/42 ,  H04M1/725 ,  H04M3/428 ,  H04L29/08 ,  H04W4/14 ,  H04W4/16 ,  H04M3/54

CPC classification number: H04M3/42068 ,  H04L67/306 ,  H04M1/72563 ,  H04M3/42059 ,  H04M3/42153 ,  H04M3/42365 ,  H04M3/428 ,  H04M3/548 ,  H04M2201/42 ,  H04W4/14 ,  H04W4/16

Abstract: Users are provided control of their communications. Should a call be processed for a user, a text message may be automatically sent as a response to the call. The user may pre-compose different text messages. The user may also compose a custom text message. Regardless, the user's text message is automatically sent as a response to the call.

Abstract translation: 用户被控制他们的通信。 如果为用户处理呼叫，则可以自动发送文本消息作为对该呼叫的响应。 用户可以预先撰写不同的短信。 用户也可以撰写自定义短信。 无论如何，用户的短信将作为对该呼叫的响应自动发送。

公开(公告)号：US09491282B1

公开(公告)日：2016-11-08

申请号：US14736598

申请日：2015-06-11

Applicant: Cisco Technology, Inc.

Inventor： Monimoy Deb Purkayastha ,  Ashish Mishra ,  Narender Singh Pal

IPC: H04M1/24 ,  H04M3/08 ,  H04M3/22 ,  H04M3/51 ,  G06N7/00

CPC classification number: H04M3/5175 ,  H04M2201/42

Abstract: Local call information data sets are obtained for each of a plurality of devices engaged in a call, the local call information data sets comprising call attributes and associated metadata. Call signaling is mapped by correlating at least one attribute pertaining to the call in each of the local call information data sets. Global end-to-end call state machine is generated subsequent to mapping of call signaling. The global end-to-end call state machine includes a plurality of global states. Each global state represents a local state of each device along with state transition indicating change in the local state of at least one device.

Abstract translation: 为从事呼叫的多个设备中的每一个获得本地呼叫信息数据集，包括呼叫属性和相关元数据的本地呼叫信息数据集。 通过在每个本地呼叫信息数据集中关联与呼叫有关的至少一个属性来映射呼叫信令。 在呼叫信令的映射之后，产生全局端到端呼叫状态机。 全局端到端呼叫状态机包括多个全局状态。 每个全局状态表示每个设备的本地状态以及指示至少一个设备的本地状态的变化的状态转换。

公开(公告)号：US09479642B2

公开(公告)日：2016-10-25

申请号：US14286416

申请日：2014-05-23

Applicant: ZOOM INTERNATIONAL s.r.o.

Inventor： Vaclav Slovacek

IPC: H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M2201/42 ,  H04M2203/303 ,  H04M2203/401 ,  H04M2203/558

Abstract: A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring station operating on a network-connected computing device that allows a human user to monitor call records, and a method for enhancing quality monitoring.

Abstract translation: 一种用于增强质量监测的系统，包括在网络连接的计算设备上运行的呼叫记录服务器，在接收并分析来自呼叫记录服务器的呼叫记录的网络连接的计算设备上操作的质量监视分析服务器，质量监视数据库 其存储分析结果，以及在允许人类用户监视呼叫记录的网络连接的计算设备上操作的监视站以及用于增强质量监视的方法。

公开(公告)号：US20160295004A1

公开(公告)日：2016-10-06

申请号：US14678004

申请日：2015-04-03

Applicant: Interactive Intelligence Group, Inc.

Inventor： John Clark

IPC: H04M1/725 ,  H04M3/42 ,  H04W4/02 ,  H04M3/523

CPC classification number: H04M1/72572 ,  H04M3/42042 ,  H04M3/42068 ,  H04M3/42348 ,  H04M3/5232 ,  H04M2201/42 ,  H04M2203/551 ,  H04M2242/04 ,  H04W4/029

Abstract: Methods for displaying customer or remote party information based on location data are provided. In one example, a method includes the steps of receiving a phone call via a mobile phone and receiving location information via the mobile phone. A customer associated with the location information is determined, the phone call is routed to a contact center agent, and customer information associated with the customer is displayed in a graphical user interface.

Abstract translation: 提供了基于位置数据显示客户或远程方信息的方法。 在一个示例中，一种方法包括以下步骤：经由移动电话接收电话并经由移动电话接收位置信息。 确定与位置信息相关联的客户，电话呼叫被路由到联络中心代理，并且与客户相关联的客户信息被显示在图形用户界面中。

公开(公告)号：US20160269555A1

公开(公告)日：2016-09-15

申请号：US14744209

申请日：2015-06-19

Applicant: International Business Machines Corporation

Inventor： Guillermo A. Cecchi ,  James R. Kozloski ,  Clifford A. Pickover ,  Irina Rish ,  Ajay K. Royyuru

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5232 ,  G06F17/2785 ,  H04M3/4936 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/54 ,  H04M2201/40 ,  H04M2201/42

Abstract: Embodiments relate to facilitating communications between customers and customer service representatives. A method for facilitating communications between customers and customer service representatives is provided. The method generates a graph of expressions of a customer. The method generates a graph of expressions of each customer service representative of a plurality of customer service representatives. The method performs a graphical text analysis on the graph for the customer to identify an interaction style of the customer. The method performs a graphical text analysis on the graph for each customer service representative to identify an interaction style of the customer service representative. The method selects a customer service representative from the plurality of the customer service representatives based on the interaction style of the customer and the interaction styles of the plurality of the customer service representative. The method starts a communication between the customer and the selected customer service representative.

公开(公告)号：US09415849B2

公开(公告)日：2016-08-16

申请号：US14211774

申请日：2014-03-14

Applicant: Savant Systems, LLC ,  Apple, Inc.

Inventor： Steven P. Jobs ,  Robert P. Madonna ,  Michael C. Silva ,  Cameron Pulsford ,  Nicholas J. Cipollo

IPC: B63H19/00 ,  G05D1/00 ,  H04M1/725

CPC classification number: G05D1/0022 ,  B63H19/00 ,  H04M1/72533 ,  H04M2201/42 ,  H04M2250/22

Abstract: In one embodiment, a general-purpose wireless mobile device having a touch-sensitive screen and executing a remote control application is used to remotely control a vehicle (e.g., a marine vessel). The general-purpose wireless mobile device communicates via a wireless network with an interface (e.g., a server) that is coupled to an electronic control system of the vehicle (e.g., the vessel). In operation, environmental information and/or system status information is collected through the electronic control system, propagated to the interface (e.g., server), and then sent over the wireless network to the wireless mobile device. Similarly, control input is sent over the wireless network to the interface (e.g., server), which passes the information to the electronic control system, which in turn issues appropriate control signals to the vehicle subsystems (e.g., marine subsystems) to control the motion of the vehicle (e.g., the vessel).

Abstract translation: 在一个实施例中，使用具有触敏屏幕并执行远程控制应用的通用无线移动设备来远程控制车辆（例如，船只）。 通用无线移动设备经由无线网络与耦合到车辆（例如，船只）的电子控制系统的接口（例如，服务器）进行通信。 在操作中，通过电子控制系统收集环境信息和/或系统状态信息，传播到接口（例如，服务器），然后通过无线网络发送到无线移动设备。 类似地，控制输入通过无线网络发送到接口（例如，服务器），该接口将信息传递到电子控制系统，电子控制系统又向车辆子系统（例如，海洋子系统）发出适当的控制信号以控制运动 的车辆（例如，船只）。

公开(公告)号：US20160234386A1

公开(公告)日：2016-08-11

申请号：US15098640

申请日：2016-04-14

Applicant: Philip Wawrzynowicz

Inventor： Philip Wawrzynowicz

IPC: H04M3/51 ,  H04M3/24 ,  G06F17/24 ,  G06F3/0481 ,  G06F3/0482 ,  G06F3/0484 ,  H04M3/523 ,  H04L12/26

CPC classification number: H04M3/5141 ,  G06F3/04817 ,  G06F3/0482 ,  G06F3/04842 ,  G06F17/246 ,  G06Q40/08 ,  H04L43/06 ,  H04L51/14 ,  H04M3/24 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/42 ,  H04M2242/12

Abstract: A system, method, apparatus, means, and computer program code is provided wherein an electronic communication is received. A communication routing matrix is accessed, from a relational database platform, to select a service representative for the received communication. It may then be arranged for the received communication to be routed in accordance with the selected service representative.

公开(公告)号：US20160198039A1

公开(公告)日：2016-07-07

申请号：US14590115

申请日：2015-01-06

Applicant: United Services Automobile Association (USAA)

Inventor： Greg Yarbrough ,  Eric Smith ,  Vijay Jayapalan

IPC: H04M3/22 ,  G06F3/0482 ,  H04M3/51 ,  G06F3/0484

CPC classification number: H04M3/2236 ,  G06Q10/00 ,  G06Q30/02 ,  H04L43/0829 ,  H04M3/2227 ,  H04M3/5133 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/40

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.

Abstract translation: 方法，系统和装置，包括在计算机存储介质上编码的计算机程序，用于从呼叫中心代理接收指示代理和呼叫者之间电子通信质量的症状的输入。 根据输入识别电子通信质量的原因。 并发送指令来调整电子通信质量的原因。