公开(公告)号：US09667793B2

公开(公告)日：2017-05-30

申请号：US15207391

申请日：2016-07-11

Applicant: Intellisist, Inc.

Inventor： David Milstein ,  Gilad Odinak ,  Howard M. Lee

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/10 ,  H04M3/523 ,  G10L25/87 ,  H04M3/42 ,  H04M3/56 ,  G10L15/08

CPC classification number: H04M3/5191 ,  G06Q10/063112 ,  G06Q10/1097 ,  G10L25/87 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/56 ,  H04M2201/40

Abstract: A system and method for providing ongoing call center call assistance with the aid of a digital computer is provided. A call is received from a caller by an automatic call distributor in a call center and the caller is connected by the automatic call distributor to an agent of the call center. The agent's speech during the call is monitored by an intervention processor included in the call center. The intervention processor determines speech characteristics of the agent during the call, obtains predetermined speech characteristics for the agent, compares the predetermined speech characteristics to the speech characteristics determined during the call, and detects the agent being in need of assistance based on the comparison. The automatic call distributor determines a subject matter of the call and the intervention processor identifies an expert whose expertise matches the subject matter. The intervention processor patches the expert into the call.

公开(公告)号：US09667789B2

公开(公告)日：2017-05-30

申请号：US15018836

申请日：2016-02-08

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/493 ,  H04W4/12 ,  G10L13/08 ,  G10L15/26 ,  H04M3/523 ,  H04M3/42 ,  H04M3/533

CPC classification number: H04M3/5183 ,  G10L13/08 ,  G10L15/265 ,  H04M3/42059 ,  H04M3/42221 ,  H04M3/42382 ,  H04M3/4936 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/523 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/357 ,  H04M2203/4536 ,  H04W4/12

Abstract: A system and method for facilitating agent-caller communication during a call is provided. An incoming call is assigned to an agent and a script selection is received from the agent based on a particular problem identified during the call. The script is provided to a caller participating in the call. Text messages and voice input are received from the caller. The received text messages are directly forwarded to the agent. The voice input is transcribed into written text and provided to the agent. Text messages are received from the agent in response to one or more of the voice input and text messages from the caller. The text messages from the agent are transformed into synthesized speech utterances. A record of the call is generated by compiling the text messages and transcribed written text from the caller and the text messages from the agent.

公开(公告)号：US20170142255A1

公开(公告)日：2017-05-18

申请号：US15420487

申请日：2017-01-31

Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.

Inventor： Harry E. BLANCHARD ,  Gregory PULZ ,  Lan ZHANG

IPC: H04M3/493 ,  G10L25/78 ,  G10L15/22

CPC classification number: H04M3/4936 ,  G10L15/22 ,  G10L25/78 ,  H04M2201/40 ,  H04M2203/355 ,  H04M2203/556

Abstract: A dynamically updated script for an interactive communication is generated during an interactive communication. The interactive communication is monitored over a communication network using a computer with a processor and memory for input during the interactive communication. When an input incompatible with an original script for the interactive communication is detected for the interactive communication, a dynamically updated script different from the script is generated in accordance with a type of the incompatible input.

公开(公告)号：US20170134446A1

公开(公告)日：2017-05-11

申请号：US14992273

申请日：2016-01-11

Applicant: Hiroshi Kitada ,  Steven A. Nelson ,  Lana Wong ,  Charchit Arora

Inventor： Hiroshi Kitada ,  Steven A. Nelson ,  Lana Wong ,  Charchit Arora

IPC: H04L29/06 ,  G10L25/57 ,  H04N7/15 ,  G10L25/63

CPC classification number: G06Q10/1095 ,  G06Q10/10 ,  G10L25/57 ,  G10L25/63 ,  H04L12/1822 ,  H04L12/1831 ,  H04L65/1083 ,  H04L65/403 ,  H04M3/567 ,  H04M7/0027 ,  H04M2201/40 ,  H04N7/15 ,  H04N7/152

Abstract: Techniques related to electronic meeting intelligence are disclosed. An apparatus receives audio/video data including first meeting content data for an electronic meeting that includes multiple participants. The apparatus extracts the first meeting content data from the audio/video data. The apparatus generates meeting content metadata based on analyzing the first meeting content data. The apparatus includes the meeting content metadata in a report of the electronic meeting. If the apparatus determines that the audio/video data includes a cue for the apparatus to intervene in the electronic meeting, the apparatus generates intervention data including second meeting content data that is different from the first meeting content data. During the electronic meeting, the apparatus sends the intervention data to one or more nodes associated with at least one participant of the multiple participants.

公开(公告)号：US09646626B2

公开(公告)日：2017-05-09

申请号：US14087814

申请日：2013-11-22

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

Inventor： Dimitrios Dimitriadis ,  John Crockett ,  Horst Juergen Schroeter

IPC: G10L21/0208 ,  G10L15/20 ,  G10L17/20 ,  G10L19/00 ,  H04M3/22 ,  H04M3/18

CPC classification number: G10L21/0208 ,  G10L15/20 ,  G10L15/22 ,  G10L2015/223 ,  H04M3/18 ,  H04M3/2236 ,  H04M2201/40

Abstract: Disclosed herein are systems, methods, and computer-readable storage devices for processing audio signals. An example system configured to practice the method receives audio at a device to be transmitted to a remote speech processing system. The system analyzes one of noise conditions, need for an enhanced speech quality, and network load to yield an analysis. Based on the analysis, the system determines to bypass user-defined options for enhancing audio for speech processing. Then, based on the analysis, the system can modify an audio transmission parameter used to transmit the audio from the device to the remote speech processing system. The audio transmission parameter can be one of an amount of coding, a chosen codec, an amount of coding, or a number of audio channels, for example.

公开(公告)号：US09628620B1

公开(公告)日：2017-04-18

申请号：US15204072

申请日：2016-07-07

Applicant: ClearCaptions, LLC

Inventor： Robert Lee Rae ,  Blaine Michael Reeve

IPC: H04M11/00 ,  G10L21/00 ,  G10L21/06 ,  G10L25/00 ,  H04M3/42 ,  H04M11/06 ,  H04M7/00 ,  G10L15/26 ,  G10L21/10 ,  G10L15/01 ,  G10L15/22

CPC classification number: H04M3/42391 ,  G10L15/01 ,  G10L15/22 ,  G10L15/26 ,  H04M7/006 ,  H04M11/066 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2203/556

Abstract: Embodiments of the present invention are directed to methods for providing captioned telephone service. One method includes initiating a first captioned telephone service call. During the first captioned telephone service call, a first set of captions is created using a human captioner. Simultaneous with creating the first set of captions using a human captioner, a second set of captions is created using an automated speech recognition captioner. The first set of captions and the second set of captions are compared using a scoring algorithm. In response to the score of second set of captions being within predetermined range of scores, the call is continued using only the automated speech recognition captioner. In response to the score of second set of captions being outside of a predetermined range of scores, the call is continued using a human captioner.

公开(公告)号：US09621733B2

公开(公告)日：2017-04-11

申请号：US15097206

申请日：2016-04-12

Applicant: Twilio, Inc.

Inventor： Jeff Lawson ,  John Wolthuis ,  Evan Cooke

IPC: H04M7/00 ,  G06F9/50 ,  H04M3/51 ,  H04M1/247 ,  H04M3/36 ,  H04M3/523 ,  H04L29/12 ,  H04L12/803 ,  H04L29/06 ,  H04L29/08 ,  H04M3/42 ,  H04M15/34

CPC classification number: H04M7/0033 ,  G06F9/505 ,  G06F9/5077 ,  G06F9/5083 ,  H04L47/125 ,  H04L61/2564 ,  H04L65/1016 ,  H04L67/10 ,  H04L67/1008 ,  H04M1/2473 ,  H04M3/36 ,  H04M3/367 ,  H04M3/42323 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/523 ,  H04M3/5235 ,  H04M7/006 ,  H04M15/34 ,  H04M2201/39 ,  H04M2201/40 ,  Y02D10/22 ,  Y02D10/36

Abstract: A method and system for operating a multitenancy telephony system including a call queue that stores call requests received from a plurality of users; an expandable and contractible telephony resource cluster that establishes call sessions for call requests; a analysis system that calculates capacity requirements of the system; a resource allocator that manages the scaling and operation of the telephony resource cluster; and a plurality of telephony network channels that are used as telephony communication channels for call sessions.

公开(公告)号：US09621732B2

公开(公告)日：2017-04-11

申请号：US14604388

申请日：2015-01-23

Applicant: DSI-ITI, LLC

Inventor： Andreas M. Olligschlaeger

IPC: H04M1/64 ,  H04M3/56 ,  H04M3/22 ,  H04M3/42 ,  H04M1/656

CPC classification number: H04M3/42221 ,  H04M1/656 ,  H04M3/2281 ,  H04M3/568 ,  H04M11/10 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2250/74

Abstract: A system for detecting three-way calls in a monitored telephone conversation includes a speech recognition processor that transcribes the monitored telephone conversation and associates characteristics of the monitored telephone conversation with a transcript thereof, a database to store the transcript and the characteristics associated therewith, and a three-way Call detection processor to analyze the characteristics of the conversation and to detect therefrom the addition of one or more parties to the conversation. The system preferably includes at least one domain-specific language model that the speech recognition processor utilizes to transcribe the conversation. The system may operate in real-time or on previously recorded conversations. A query and retrieval system may be used to retrieve and review call records from the database.

公开(公告)号：US09596349B1

公开(公告)日：2017-03-14

申请号：US15091121

申请日：2016-04-05

Applicant: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY

Inventor： Sylvia Hernandez

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G10L15/26 ,  G10L25/63 ,  G10L17/06 ,  G10L25/78 ,  H04M3/42

CPC classification number: H04M3/5175 ,  G06F17/2705 ,  G10L15/265 ,  G10L17/04 ,  G10L17/08 ,  G10L25/51 ,  G10L25/63 ,  G10L25/87 ,  H04M3/42 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/40 ,  H04M2203/401

Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.

Abstract translation: 用于向客户服务代表提供关于他在与客户交互期间的表现的客观评价的计算机实现的方法可以包括：接收与顾客和代表之间的口头对话相对应的数字化数据流; 将数据流转换为文本流; 生成一个代表性的记录，其中包括代表所说的文本流中的单词; 将代表性记录与多个正词和多个否定词相比较; 并且生成根据代表所说出的与正文中的一个相符的每个单词的出现以及/或该代表所说出的匹配一个负面单词的每个单词的出现而变化的得分。 也可以监视和分析在交互过程中的声音和响应时间，以调整分数，或产生单独的分数。

公开(公告)号：US20170070612A1

公开(公告)日：2017-03-09

申请号：US15255627

申请日：2016-09-02

Applicant: Shanghai Xiaoi Robot Technology Co., Ltd.

Inventor： Bo LI ,  Di CHEN ,  Pinpin ZHU

IPC: H04M3/493 ,  G10L25/33 ,  G10L15/22

CPC classification number: H04M3/53333 ,  G10L15/22 ,  G10L25/33 ,  G10L2015/223 ,  H04M1/645 ,  H04M1/651 ,  H04M3/4938 ,  H04M3/53308 ,  H04M3/53366 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/405 ,  H04M2201/41

Abstract: A method and a system for voice transmission control. The method comprises: receiving, by a voice answering device, a voice command and transmitting the voice command to a sound control server through a network data transmission channel; recognizing, by the sound control server, the voice command, generating corresponding VXML control information based on a recognition result, and transmitting the VXML control information to the voice answering device through the network data transmission channel; and performing, by the voice answering device, an operation according to the received VXML control information. With this method, the architecture and workflow of the communication system can be simplified, and the difficulty of design thereof can be reduced.

Abstract translation: 一种用于语音传输控制的方法和系统。 该方法包括：通过语音应答设备接收语音命令，并通过网络数据传输通道将语音命令发送到声控服务器; 通过声音控制服务器识别语音命令，基于识别结果产生相应的VXML控制信息，并通过网络数据传输通道将VXML控制信息发送到语音应答设备; 并且由语音应答设备执行根据所接收的VXML控制信息的操作。 通过这种方法，可以简化通信系统的架构和工作流程，可以减少设计难度。