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公开(公告)号：US10708418B2
公开(公告)日：2020-07-07
申请号：US15676821
申请日：2017-08-14
Applicant: Interactive Intelligence Group, Inc.
Inventor： Michael W. Hall , Kevin Elliott King , Jon C. Melnik
Abstract: Technologies for routing an outbound telecommunication from an enterprise telecommunications device to a destination telecommunications device in a contact identification system are disclosed. The system determines the classification of a dialed address using a number plan that may be created by a user from a plurality of predetermined match types. Once the classification of the dialed address is determined, the system routes the outbound telecommunication on a routing path chosen for that classification of telecommunication. Additional embodiments are described herein.
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公开(公告)号：US10594864B2
公开(公告)日：2020-03-17
申请号：US15945632
申请日：2018-04-04
Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.
Inventor： Mark R. Stumpf , Chad McCormick , Brian Wolfe
IPC: H04M3/51
Abstract: A system and method are presented for advanced campaign management in outbound dialing platforms. In a contact center environment, a dialing campaign may be configured such that the outbound dialing platform modifies its behavior automatically throughout the dialing campaign as conditions change. Dialing campaigns may be constructed from groups, which are organized into a campaign sequence. As the campaign sequence flows between groups, details of the campaign may be monitored and evaluated by the platform. Group transitions may be initiated based on activation triggers. In an embodiment, campaign sequences may also be automatically transitioned to new campaign sequences, paused, or reset based on activation triggers. A transition may also be initiated by manual override of the platform.
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公开(公告)号：US10552457B2
公开(公告)日：2020-02-04
申请号：US15876050
申请日：2018-01-19
Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.
Inventor： Kevin Vlack , Felix Immanuel Wyss
IPC: G10L19/018 , G06F16/28 , G06F16/683 , H03M7/30 , G10L25/54 , H04M3/51
Abstract: Systems and methods for the matching of datasets, such as input audio segments, with known datasets in a database are disclosed. In an illustrative embodiment, the use of the presently disclosed systems and methods is described in conjunction with recognizing known network message recordings encountered during an outbound telephone call. The methodologies include creation of a ternary fingerprint bitmap to make the comparison process more efficient. Also disclosed are automated methodologies for creating the database of known datasets from a larger collection of datasets.
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公开(公告)号：US10454855B2
公开(公告)日：2019-10-22
申请号：US15477698
申请日：2017-04-03
Applicant: Interactive Intelligence Group, Inc.
Inventor： Randolph Rife
Abstract: A method for predicting availability status changes includes: retrieving, via a provider computing device, present availability status information for a user of an instant messenger (IM) application managed by the provider computing device, wherein the present availability status information includes at least a present availability status and a timestamp useable to identify a present date and time the present availability status was retrieved; identifying, by the provider computing device, a behavioral pattern of a plurality of behavioral patterns for the user as a function of the present availability status; determining, by the provider computing device, a predicted availability status change event; and creating, by the provider computing device, a predicted availability status string based on the identified behavioral pattern.
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公开(公告)号：US10303800B2
公开(公告)日：2019-05-28
申请号：US14636474
申请日：2015-03-03
Applicant: Interactive Intelligence Group, Inc.
Inventor： Srinath Cheluvaraja , Ananth Nagaraja Iyer , Felix Immanuel Wyss
Abstract: A system and method are presented for optimization of audio fingerprint search. In an embodiment, the audio fingerprints are organized into a recursive tree with different branches containing fingerprint sets that are dissimilar to each other. The tree is constructed using a clustering algorithm based on a similarity measure. The similarity measure may comprise a Hamming distance for a binary fingerprint or a Euclidean distance for continuous valued fingerprints. In another embodiment, each fingerprint is stored at a plurality of resolutions and clustering is performed hierarchically. The recognition of an incoming fingerprint begins from the root of the tree and proceeds down its branches until a match or mismatch is declared. In yet another embodiment, a fingerprint definition is generalized to include more detailed audio information than in the previous definition.
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Patent Agency Ranking
公开(公告)号：US10291570B2
公开(公告)日：2019-05-14
申请号：US15043799
申请日：2016-02-15
Applicant: Interactive Intelligence Group, Inc.
Inventor： Matthew David Lavin
Abstract: A system and method are presented for detecting messages relevant to users in a collaborative environment. In a unified collaboration system, large volumes of messages between a plurality of users in a group may be monitored for relevance to a particular user. Analytics may be applied to the content of the messages to determine which of the plurality of users are relevant and should be alerted. Alerts may notify relevant users that there are messages which may require attention. Non-relevant information in messages may also be hidden or filtered for a user. In an embodiment, users and subject matters may be linked together. For example, words in a message may be related to specific sub-topics of a group and may be associated with a user over time based on when the word is used and which users respond.
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公开(公告)号：US10223581B2
公开(公告)日：2019-03-05
申请号：US14979414
申请日：2015-12-27
Applicant: Interactive Intelligence Group, Inc.
Inventor： Richard J. Walsh , David Allan Ertel, II
Abstract: A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.
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公开(公告)号：US10033864B2
公开(公告)日：2018-07-24
申请号：US14714939
申请日：2015-05-18
Applicant: Interactive Intelligence Group, Inc.
Inventor： Kalpit Patel , Richard J. Walsh , Michael David Snyder
Abstract: Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.
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公开(公告)号：US20180158463A1
公开(公告)日：2018-06-07
申请号：US15835318
申请日：2017-12-07
Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.
Inventor： Zhenhao Ge , Ananth N. Iyer , Srinath Cheluvaraja , Ram Sundaram , Aravind Ganapathiraju
CPC classification number: G10L17/04 , G10L17/00 , G10L17/18 , G10L25/45 , G10L2025/937
Abstract: A method for classifying speakers includes: receiving, by a speaker recognition system including a processor and memory, input audio including speech from a speaker; extracting, by the speaker recognition system, a plurality of speech frames containing voiced speech from the input audio; computing, by the speaker recognition system, a plurality of features for each of the speech frames of the input audio; computing, by the speaker recognition system, a plurality of recognition scores for the plurality of features; computing, by the speaker recognition system, a speaker classification result in accordance with the recognition scores; and outputting, by the speaker recognition system, the speaker classification result.
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公开(公告)号：US20180048763A1
公开(公告)日：2018-02-15
申请号：US15676821
申请日：2017-08-14
Applicant: Interactive Intelligence Group, Inc.
Inventor： Michael W. Hall , Kevin Elliott King , Jon C. Melnik
IPC: H04M3/42 , H04L12/725
CPC classification number: H04M3/42102 , H04L45/3065 , H04L65/00 , H04M3/42306 , H04M7/128 , H04Q3/62 , H04Q3/66 , H04Q2213/13097
Abstract: Technologies for routing an outbound telecommunication from an enterprise telecommunications device to a destination telecommunications device in a contact identification system are disclosed. The system determines the classification of a dialed address using a number plan that may be created by a user from a plurality of predetermined match types. Once the classification of the dialed address is determined, the system routes the outbound telecommunication on a routing path chosen for that classification of telecommunication. Additional embodiments are described herein.
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