公开(公告)号：US20240283868A1

公开(公告)日：2024-08-22

申请号：US18129192

申请日：2023-03-31

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： THERESE M. FERRIS ,  TRAVIS DALE COLEMAN ,  MATHEW SCOTT DANISH ,  TALEB JOHN MOUSLMANI

IPC: H04M3/51 ,  G06F40/211 ,  G06F40/253 ,  G06F40/284 ,  G06F40/35 ,  G10L13/02 ,  G10L15/18 ,  G10L15/22 ,  H04L51/02 ,  H04L51/216

CPC classification number: H04M3/5175 ,  G06F40/211 ,  G06F40/253 ,  G06F40/284 ,  G06F40/35 ,  G10L13/02 ,  G10L15/1815 ,  G10L15/1822 ,  G10L15/22 ,  H04L51/02 ,  H04L51/216 ,  H04M3/5191 ,  G10L2015/088 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2203/403

Abstract: A method for generating a customer bot and using the customer bot to train agents, where a first process generates the customer bot and a second process uses the customer bot to train the agents. The first process includes: gathering conversation data; mining intents from the conversation data; constructing, from the mined intents, a dialog engine simulating an interaction type; uploading the customer bot to an automated training module for use thereby; and periodically repeating the previous steps so to update the customer bot with recent conversation data. The second process includes: monitoring for triggering events; initiating the training by initiating a virtual communication to a user device of a first agent; connecting the virtual communication to the customer bot; conducting a simulated interaction; and analyzing one or more statements received from the first agent to derive a performance assessment.

公开(公告)号：US11895270B2

公开(公告)日：2024-02-06

申请号：US17651482

申请日：2022-02-17

Applicant: LENOVO (SINGAPORE) PTE. LTD

Inventor： Lindsay Nelson ,  Sathish Kumar Ganesan ,  Matthew Fardig ,  Dane Hixson

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5166 ,  H04M3/5235 ,  H04M2201/39

Abstract: A phone tree traversal system includes an input device configured to receive a user call request, a memory, and one or more processors. The one or more processors analyze the user call request to identify an entity to call and an objective of the call, and obtain a map of a phone tree utilized by an automated call receiving system of the entity. The phone tree includes at least one node with multiple path segments that branch from the node, and each node includes a respective prompt. The one or more processors determine a route along the map to an endpoint of the phone tree associated with the objective. During the call, the one or more processors navigate the phone tree to reach the endpoint by submitting information in response to the respective prompt at each node along the route that is determined.

公开(公告)号：US20230353671A1

公开(公告)日：2023-11-02

申请号：US18220068

申请日：2023-07-10

Applicant: GOOGLE LLC

Inventor： Ahmet Onur Tekdas ,  Raunaq Shah ,  Deniz Binay ,  Tianyu Wang ,  Okan Kolak

IPC: H04M3/42 ,  G10L13/027 ,  G10L15/22

CPC classification number: H04M3/42042 ,  G10L13/027 ,  G10L15/22 ,  H04M3/4211 ,  H04M2201/39

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for indicating callers for incoming voice calls. The methods, systems, and apparatus include actions receiving an incoming voice call, determining a calling number and a called number from the incoming voice call, identifying a user account that corresponds to the called number, determining a contact name for the calling number based on contact entries for the user account, and providing the contact name for output.

公开(公告)号：US11785145B2

公开(公告)日：2023-10-10

申请号：US17446552

申请日：2021-08-31

Applicant: Twilio Inc.

Inventor： Jeff Lawson ,  John Wolthuis ,  Evan Cooke

IPC: H04M7/00 ,  H04M3/51 ,  H04M3/523 ,  H04M1/247 ,  H04M3/36 ,  H04M3/42 ,  H04M15/34 ,  G06F9/50 ,  H04L61/256 ,  H04L47/125 ,  H04L65/1016 ,  H04L67/10 ,  H04L67/1008

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 ,  Y02D10/00

Abstract: A method and system for operating a multitenancy telephony system including receiving a plurality of call requests associated with an application server; selecting a subset of the received call requests using a load balancer; assigning each selected call request to one of a plurality of resources creating, on the assigned resource, a call session for each selected call request; and coordinating the created call sessions resulting from the selected subset of the received call requests associated with the application server.

公开(公告)号：US20230319121A1

公开(公告)日：2023-10-05

申请号：US17709786

申请日：2022-03-31

Applicant: Lenovo (Singapore) Pte. Ltd.

Inventor： Joshua Smith ,  Inna Zolin ,  Carl H. Seaver ,  Matthew Fardig

IPC: H04L65/403 ,  H04L65/1089 ,  H04M3/56 ,  H04L65/80 ,  G10L25/57 ,  G10L15/30 ,  G10L15/26 ,  G10L15/22 ,  G10L13/02

CPC classification number: H04L65/403 ,  H04L65/1089 ,  H04M3/568 ,  H04L65/80 ,  G10L25/57 ,  G10L15/30 ,  G10L15/26 ,  G10L15/22 ,  G10L13/02 ,  H04M2201/39

Abstract: In one aspect, an apparatus may include at least one processor and storage accessible to the at least one processor. The storage may include instructions executable by the at least one processor to receive a transcription of audio from a first client device. The audio may be detected at the first client device and may be streamed from the first client device as part of a video conference. The instructions may also be executable to determine that a second client device is not presenting a first part of the audio. Based on the determination, the instructions may be executable to send a first part of the transcription to the second client device and/or to present the first part the transcription at the second client device.

公开(公告)号：US20230164266A1

公开(公告)日：2023-05-25

申请号：US18100459

申请日：2023-01-23

Applicant: GOOGLE LLC

Inventor： Yuval Baror ,  Michael Andrew Goodman ,  Praveen Krishnakumar

IPC: H04M3/436 ,  H04M3/42 ,  G10L15/22 ,  H04M3/51 ,  H04M3/428 ,  H04M3/493

CPC classification number: H04M3/436 ,  H04M3/42059 ,  G10L15/22 ,  H04M3/5158 ,  H04M3/42042 ,  H04M3/5166 ,  H04M3/4283 ,  H04M3/4936 ,  H04M3/5183 ,  H04M2201/39

Abstract: Implementations are directed to using an assistant to initiate automated telephone calls with entities. Some implementations identify an item of interest, identify a group of entities associated with the item, and initiate the calls with the entities. During a given call with a given entity, the assistant can request a status update regarding the item, and determine a temporal delay before initiating another call with the given entity to request a further status update regarding the item based on information received responsive to the request. Other implementations receive a request to perform an action on behalf of a user, identify a group of entities that can perform the action, and initiate a given call with a given entity. During the given call, the assistant can initiate an additional call with an additional entity, and generate notification(s), for the user, based on result(s) of the given call and/or the additional call.

公开(公告)号：US20190028592A1

公开(公告)日：2019-01-24

申请号：US16002732

申请日：2018-06-07

Applicant: TOYOTA JIDOSHA KABUSHIKI KAISHA

Inventor： Koichi SUZUKI

IPC: H04M3/58 ,  H04M3/493 ,  H04M3/42 ,  G10L17/22

CPC classification number: H04M3/58 ,  G10L15/22 ,  G10L17/22 ,  G10L2015/223 ,  H04M3/42221 ,  H04M3/4931 ,  H04M3/4933 ,  H04M3/4936 ,  H04M2201/18 ,  H04M2201/39 ,  H04M2201/40

Abstract: A voice recognition system includes a call connection control device that controls the call destination of a user, and a computer. The computer is configured to perform voice recognition of speech voice data of the user, determine an intention of a speech of the user based on a voice recognition result of the speech voice data, evaluate the reliability of a response generated by the computer for the user based on the determined intention of the speech of the user, and cause the call connection control device to switch the call destination of the user to an operator terminal in a case where the reliability of the response is equal to or less than a threshold value.

公开(公告)号：US20180191884A1

公开(公告)日：2018-07-05

申请号：US15394940

申请日：2016-12-30

Applicant: Accenture Global Solutions Limited

Inventor： Avigail GOLDGRABER ,  Andrew H. SCOTT ,  Lora Leigh NUNNELLEY ,  Eric CITRON

IPC: H04M1/247 ,  H04M3/42

CPC classification number: H04M3/42221 ,  H04M1/24 ,  H04M2201/39 ,  H04M2203/556 ,  H04M2242/18

Abstract: A device may generate a call plan for a set of testing calls. The device may initiate a testing call to a communication device associated with a target, of the set of targets, using a user profile of the set of user profiles. The device may initiate monitoring for the testing call to identify information associated with the target during the testing call. The device may generate one or more responses to one or more queries based on the user profile. The device may transmit the one or more responses to the one or more queries based on generating the one or more responses to the one or more queries. The device may process stored data regarding testing calls to generate a recommendation relating to the set of targets for the set of testing calls. The device may communicate with one or more other devices to implement the recommendation.

公开(公告)号：US20180146092A1

公开(公告)日：2018-05-24

申请号：US15874607

申请日：2018-01-18

Applicant: United Services Automobile Association (USAA)

Inventor： Vijay Jayapalan ,  Greg Yarbrough ,  Eric Smith

IPC: H04M3/51 ,  G10L13/04 ,  G10L13/033

CPC classification number: H04M3/5166 ,  G10L13/0335 ,  G10L13/043 ,  G10L2021/0135 ,  H04M3/42221 ,  H04M3/4936 ,  H04M3/5183 ,  H04M2201/39 ,  H04M2203/255 ,  H04M2203/306

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.

公开(公告)号：US20180096676A1

公开(公告)日：2018-04-05

申请号：US15281875

申请日：2016-09-30

Applicant: T-Mobile USA, Inc.

Inventor： Hsin-Fu Henry Chiang

IPC: G10L13/08 ,  G06F3/0481 ,  G06F3/0482 ,  G06F3/0488 ,  G06F3/0484 ,  H04W4/12

CPC classification number: G10L13/08 ,  G06F3/04817 ,  G06F3/0482 ,  G06F3/04847 ,  G06F3/04886 ,  G10L13/00 ,  H04M3/42382 ,  H04M2201/39 ,  H04M2203/651 ,  H04W4/12

Abstract: Systems and methods for sending text messages in audio form over voice calls. When a user receives an incoming voice call, the system can enable a user to type a “text” message to the caller. Rather than being sent as a text message, however, the system can send the text message directly to the microphone of the user's equipment (UE) as a voice synthesized audio file, or text-to microphone (TTM) message. The audio file is then sent from the user's UE to the caller's UE, in effect “reading” the text message to the caller. The caller hears the contents of the message, in the form of a voice synthesized audio file over the speaker of the caller's UE. The system can mute the microphones on one or both UEs during the TTM process to create a virtually silent process from the user's standpoint.