公开(公告)号：US10157610B2

公开(公告)日：2018-12-18

申请号：US15850106

申请日：2017-12-21

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： Vivek Tyagi ,  Aravind Ganapathiraju ,  Felix Immanuel Wyss

IPC: G10L15/04 ,  G10L15/06 ,  G10L15/14 ,  G10L15/02

Abstract: A system and method are presented for acoustic data selection of a particular quality for training the parameters of an acoustic model, such as a Hidden Markov Model and Gaussian Mixture Model, for example, in automatic speech recognition systems in the speech analytics field. A raw acoustic model may be trained using a given speech corpus and maximum likelihood criteria. A series of operations are performed, such as a forced Viterbi-alignment, calculations of likelihood scores, and phoneme recognition, for example, to form a subset corpus of training data. During the process, audio files of a quality that does not meet a criterion, such as poor quality audio files, may be automatically rejected from the corpus. The subset may then be used to train a new acoustic model.

公开(公告)号：US10116794B2

公开(公告)日：2018-10-30

申请号：US14710612

申请日：2015-05-13

Applicant: Interactive Intelligence Group, Inc.

Inventor： Christopher W Bosken

IPC: H04M3/00 ,  H04M3/51 ,  H04W4/02

Abstract: Methods for determining an active station based on sensor data are provided. In one example, a method includes the steps of receiving movement data and determining a pattern of movement associated with a contact center station based at least in part on the movement data. An active contact center station is updated based on the pattern of movement.

公开(公告)号：US20180191905A1

公开(公告)日：2018-07-05

申请号：US15859103

申请日：2017-12-29

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： Edward Dale Victor McCoy

IPC: H04M3/523 ,  G06Q30/00 ,  H04M3/51

CPC classification number: H04M3/5233 ,  G06Q30/016 ,  H04M3/5125 ,  H04M3/5175

Abstract: In a method for managing a contact center, the method includes: receiving, by a processor, a first incoming communication from a communication device associated with a customer; determining, by the processor, the first incoming communication should not be routed to any agents from among a first group of agents; routing, by the processor, the first incoming communication to an electronic device operated by an agent from among a second group of agents; monitoring, by the processor, an outcome of an interaction between the agent and the customer; determining, by the processor, a quality level for the agent in handling the interaction with respect to the first incoming communication; and routing, by the processor, a second incoming communication to the second agent based on the quality level for the agent in handling the interaction with respect to the second incoming communication.

公开(公告)号：US20180176380A1

公开(公告)日：2018-06-21

申请号：US15847724

申请日：2017-12-19

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： Edward Dale Victor McCoy

IPC: H04M3/523 ,  H04M3/51 ,  H04M3/42 ,  H04L12/58 ,  G06F17/27

CPC classification number: H04M3/5235 ,  G06F17/2765 ,  G06F17/2785 ,  H04L51/12 ,  H04L51/20 ,  H04L51/26 ,  H04L51/32 ,  H04M3/42068 ,  H04M3/5191 ,  H04M2203/655

Abstract: A method of routing social media communication in a contact center system supporting an organization includes receiving, by a processor, a plurality of communications by one or more users from one or more social media platforms, determining, by the processor, valuation scores for the communications, filtering, by the processor, the communications based on a criteria, reorganizing, by the processor, the filtered communications based on the valuation scores, and routing, by the processor, the communications to a plurality of agents of the contact center system.

公开(公告)号：US09972300B2

公开(公告)日：2018-05-15

申请号：US14737080

申请日：2015-06-11

Applicant: Interactive Intelligence Group, Inc.

Inventor： E. Veera Raghavendra ,  Aravind Ganapathiraju

IPC: G10L13/06 ,  G10L13/08 ,  G10L13/00 ,  G10L25/51 ,  G10L25/03 ,  G10L15/14 ,  G10L13/07

CPC classification number: G10L13/08 ,  G10L13/00 ,  G10L13/06 ,  G10L13/07 ,  G10L15/144 ,  G10L25/03 ,  G10L25/51

Abstract: A system and method are presented for outlier identification to remove poor alignments in speech synthesis. The quality of the output of a text-to-speech system directly depends on the accuracy of alignments of a speech utterance. The identification of mis-alignments and mis-pronunciations from automated alignments may be made based on fundamental frequency methods and group delay based outlier methods. The identification of these outliers allows for their removal, which improves the synthesis quality of the text-to-speech system.

公开(公告)号：US20180122370A1

公开(公告)日：2018-05-03

申请号：US15802269

申请日：2017-11-02

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： Felix Immanuel Wyss

IPC: G10L15/193 ,  G10L15/06 ,  H04M3/493

CPC classification number: G10L15/193 ,  G10L15/063 ,  G10L2015/0631 ,  H04M3/4938

Abstract: A method includes: loading, by a processor, a grammar specification defining at least one parameterizable grammar including a plurality of rules; setting, by the processor, an initial state of a grammar processor as a current state, the current state including parameters supplied to the rules; selecting, by the processor, a rule of the plurality of rules matching the parameters of the current state of the grammar processor; applying, by the processor, the selected rule to the audio and updating the current state; determining, by the processor, whether termination conditions have been met; in response to determining the termination conditions are not met, selecting, by the processor, from the plurality of rules in accordance with parameters of the updated state; and in response to determining the termination conditions are met, outputting, by the processor, a recognizer result of the current state.

公开(公告)号：US20180121846A1

公开(公告)日：2018-05-03

申请号：US15342882

申请日：2016-11-03

Applicant: Interactive Intelligence Group, Inc.

Inventor： Aaron I. Bickell

IPC: G06Q10/06 ,  G06Q30/00

CPC classification number: G06Q10/0635 ,  G06Q30/01

Abstract: A system and method are presented for determining moderate customer dissatisfaction in an external contact and organization repository system. Information may be pulled from multiple systems and combined to provide a corpus that may be examined for indicators of moderate customer dissatisfaction, such as a medium call volume, a plurality of medium priority tickets, upcoming contract renewal, a plurality of mediocre customer experiences, and usage data. A threshold may be used to determine if the customer is a flight risk. If a moderately dissatisfied customer is identified, actions may be proactively taken to lower the risk of the customer closing their account.

公开(公告)号：US20180082112A1

公开(公告)日：2018-03-22

申请号：US15267732

申请日：2016-09-16

Applicant: Interactive Intelligence Group, Inc.

Inventor： Jonathan M. Keller

IPC: G06K9/00 ,  G06T7/20 ,  G08B21/18 ,  G09B5/14

CPC classification number: G06K9/00335 ,  G06T7/20 ,  G08B21/18 ,  G09B5/065 ,  G09B5/14

Abstract: A system and method are presented for body language analysis of a video interaction. In a contact center system, the video interaction between an agent and a customer may be monitored and used to determine automatic actions when threshold are met and/or matches are made. Training videos comprising determined metrics may be used for comparison to real-time interactions. Scoring and/or matches may be utilized to determine a threshold to trigger pre-determined actions based on comparison to the training videos.

公开(公告)号：US09911407B2

公开(公告)日：2018-03-06

申请号：US14596628

申请日：2015-01-14

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： Yingyi Tan ,  Aravind Ganapathiraju ,  Felix Immanuel Wyss

IPC: G10L13/00 ,  G10L13/08

CPC classification number: G10L13/08

Abstract: A system and method are presented for the synthesis of speech from provided text. Particularly, the generation of parameters within the system is performed as a continuous approximation in order to mimic the natural flow of speech as opposed to a step-wise approximation of the feature stream. Provided text may be partitioned and parameters generated using a speech model. The generated parameters from the speech model may then be used in a post-processing step to obtain a new set of parameters for application in speech synthesis.

公开(公告)号：US09906648B2

公开(公告)日：2018-02-27

申请号：US14494503

申请日：2014-09-23

Applicant: Interactive Intelligence Group, Inc.

Inventor： Bayu Aji Wicaksono ,  Wei Xun Ter ,  Amit Garg

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/51 ,  H04L12/66

CPC classification number: H04M3/523 ,  H04M3/5175 ,  H04M2203/402 ,  H04M2203/556

Abstract: A method and system for prediction in a telecommunications network are described. Particularly, contact allocation, staff time distribution, and other performance metrics may be determined in a contact center operation environment comprising multiple media types and/or multiple agent skill sets for handling contact types. In an embodiment, models simulating queue behavior are built. Staff count may be altered in order to determine staffing allocations and performance scenarios using the models. Long term and short term predictions may be used to configure the telecommunication network and route communications through the telecommunications network.