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    • 1. 发明授权
    • Adaptive voice print for conversational biometric engine
    • 会话生物识别引擎的自适应语音打印
    • US08417525B2
    • 2013-04-09
    • US12702512
    • 2010-02-09
    • Sheri Gayle DayePeeyush JaiswalFang Wang
    • Sheri Gayle DayePeeyush JaiswalFang Wang
    • G10L17/00
    • G10L17/04G10L17/00G10L17/20
    • A computer-implemented method, system and/or program product update voice prints over time. A receiving computer receives an initial voice print. A determining period of time is calculated for that initial voice print. This determining period of time is a length of time during which an expected degree of change in subsequent voice prints, in comparison to the initial voice print, is predicted to occur. A new voice print is received after the determining period of time has passed, and the new voice print is compared with the initial voice print. In response to a change to the new voice print falling within the expected degree of change in comparison to the initial voice print, a voice print store is updated with the new voice print.
    • 随着时间的推移,计算机实现的方法,系统和/或程序产品更新语音打印。 接收计算机接收初始语音打印。 为该初始语音打印计算确定的时间段。 这个确定时间段是与预测出现与初始语音打印相比的后续语音打印中的期望的改变程度的时间长度。 在确定时间段过去之后接收到新的语音打印,并将新的语音打印与初始语音打印进行比较。 响应于与初始语音打印相比,落入预期变化范围内的新语音打印的改变,用新的语音打印更新语音打印存储。
    • 2. 发明申请
    • Speech Recognition and Statistics-Based Call Route Determination
    • 基于语音识别和统计的呼叫路由确定
    • US20090248418A1
    • 2009-10-01
    • US12059144
    • 2008-03-31
    • Peeyush JaiswalNaveen NarayanSheri Gayle Daye
    • Peeyush JaiswalNaveen NarayanSheri Gayle Daye
    • G10L21/00
    • H04M3/5238G10L17/22H04M3/42068H04M3/5166H04M3/5233H04M2203/551
    • A method of call route determination based upon a statistics-based business intelligence engine (BEI) queried by an IVR subsystem with caller parameters descriptive of the caller to determine a next best route for a received call, when the default or best route for the call exceeds a threshold time. A call is received at a contact center from a caller. Content and identity information of the caller is extracted from the received call. IVR determines a first estimated wait time associated with a default route of the received call. If the first estimated wait time is greater than a threshold time, and thus unacceptable, then the IVR queries a business intelligence engine (BIE) with caller parameters descriptive of the caller to determine a next best route of the received call, with the next best route having a second estimated wait time less than the first estimated wait time of the default route. The caller is then routed to the next best route.
    • 基于由IVR子系统查询的基于统计的商业智能引擎(BEI)的呼叫路由确定方法,其具有描述呼叫者的呼叫者参数以确定用于所接收呼叫的下一个最佳路由,当呼叫的默认或最佳路由 超过阈值时间。 来自呼叫者的联络中心接收到呼叫。 从接收到的呼叫中提取呼叫者的内容和身份信息。 IVR确定与接收到的呼叫的默认路由相关联的第一估计等待时间。 如果第一估计等待时间大于阈值时间,因此不可接受,则IVR使用描述呼叫者的呼叫者参数来查询商业智能引擎(BIE),以确定接收到的呼叫的下一个最佳路由,具有下一个最佳 路径具有第二估计等待时间小于默认路由的第一估计等待时间。 然后呼叫者被路由到下一个最佳路由。