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    • 5. 发明申请
    • Intelligent call routing and call supervision method for call centers
    • 呼叫中心的智能呼叫路由和呼叫监控方法
    • US20050286705A1
    • 2005-12-29
    • US10869810
    • 2004-06-16
    • Matteo ContoliniJean-Claude Junqua
    • Matteo ContoliniJean-Claude Junqua
    • H04M1/64H04M3/00H04M3/523H04M5/00
    • H04M3/5232H04M2203/2061
    • A call routing and supervising system includes an input receiving customer speech from a remote location, and a voice characteristics extractor extracting voice characteristics from the customer speech, such as language/dialect/accent, age group, gender, and eigendimension coordinates. A customer service representative selector selects one or more customer service representatives based on profiles of the customer service representatives respective of customers having voice characteristics similar to the extracted voice characteristics. In other aspects, a call monitor automatically analyzes dialogue between the customer and the customer service representative, such as detected interruptions, tracked dialogue turns, and recognized key phrases indicating frustration, polity, and/or resolution characteristics of dialogue. The call monitor records performance of the customer service representative respective of customers having the voice characteristics. Automatic call rerouting and/or real-time instruction of call center personnel can also be accomplished based on analysis results.
    • 呼叫路由和监督系统包括从远程位置接收客户语音的输入和从客户语音提取语音特征的语音特征提取器,例如语言/方言/口音,年龄组,性别和特征坐标。 客户服务代表选择器基于具有与所提取的语音特征相似的语音特征的客户的客户服务代表的简档来选择一个或多个客户服务代表。 在其他方面,呼叫监视器自动分析客户和客户服务代表之间的对话,诸如检测到的中断,跟踪的对话转弯以及表示对话的挫折,政治和/或解析特征的识别的关键短语。 呼叫监视器记录具有语音特征的客户的客户服务代表的性能。 呼叫中心人员的自动呼叫转接和/或实时指令也可以基于分析结果完成。
    • 6. 发明授权
    • Automated hotel attendant using speech recognition
    • 自动化酒店服务员使用语音识别
    • US06314165B1
    • 2001-11-06
    • US09070399
    • 1998-04-30
    • Jean-Claude JunquaMatteo Contolini
    • Jean-Claude JunquaMatteo Contolini
    • H04M164
    • G10L15/26
    • An automated hotel attendant is provided for coordinating room-to-room calling over a telephone switching system that supports multiple telephone extensions. A hotel registration system receives and stores the spelled names of hotel guests as well as assigns each guest an associated telephone extension. A lexicon training system is connected to the hotel registration system for generating pronunciations for each spelled name by converting the characters that spell those names into word-phoneme data. This word-phoneme data is in turn stored in a lexicon that is used by a speech recognition system. In particular, a phoneticizer in conjunction with a Hidden Markov Model (HMM) based model trainer serves as the basis for the lexicon training system, such that one or several HMM models associated with each guest name are stored in the lexicon. An automated attendant is coupled to the speech recognition system for converting a spoken name of a hotel guest entered from one of the telephone extensions into a predefined hotel guest name that can be used to retrieve an assigned telephone extension from the hotel registration system. Next, the automated attendant causes the telephone switching system to call the requested telephone extension in response to the entry of the spoken name from one of the telephone extensions.
    • 提供一个自动化酒店服务人员通过支持多个电话分机的电话交换系统协调房间到房间的通话。 酒店注册系统接收并存储酒店客人的拼写名称,并为每个客人分配相关的电话分机。 词典训练系统连接到酒店注册系统,用于通过将拼写这些名称的字符转换为字音素数据来产生每个拼写名称的发音。 该字音素数据又被存储在由语音识别系统使用的词典中。 特别地,与基于隐马尔可夫模型(HMM)的模型训练器相结合的语音提供者用作词典训练系统的基础,使得与每个来宾姓名相关联的一个或多个HMM模型被存储在词典中。 自动话务员被耦合到语音识别系统,用于将从一个电话分机输入的酒店客人的口语名称转换成可用于从酒店注册系统检索分配的电话分机的预定义酒店客人姓名。 接下来,自动话务员使得电话交换系统响应于从电话分机之一输入口语名称来呼叫所请求的电话分机。
    • 10. 发明授权
    • Intelligent call routing and call supervision method for call centers
    • 呼叫中心的智能呼叫路由和呼叫监控方法
    • US07844045B2
    • 2010-11-30
    • US10869810
    • 2004-06-16
    • Matteo ContoliniJean-Claude Junqua
    • Matteo ContoliniJean-Claude Junqua
    • H04M3/00
    • H04M3/5232H04M2203/2061
    • A call routing and supervising system includes an input receiving customer speech from a remote location, and a voice characteristics extractor extracting voice characteristics from the customer speech, such as language/dialect/accent, age group, gender, and eigendimension coordinates. A customer service representative selector selects one or more customer service representatives based on profiles of the customer service representatives respective of customers having voice characteristics similar to the extracted voice characteristics. In other aspects, a call monitor automatically analyzes dialogue between the customer and the customer service representative, such as detected interruptions, tracked dialogue turns, and recognized key phrases indicating frustration, polity, and/or resolution characteristics of dialogue. The call monitor records performance of the customer service representative respective of customers having the voice characteristics. Automatic call rerouting and/or real-time instruction of call center personnel can also be accomplished based on analysis results.
    • 呼叫路由和监督系统包括从远程位置接收客户语音的输入和从客户语音提取语音特征的语音特征提取器,例如语言/方言/口音,年龄组,性别和特征坐标。 客户服务代表选择器基于具有与所提取的语音特征相似的语音特征的客户的客户服务代表的简档来选择一个或多个客户服务代表。 在其他方面,呼叫监视器自动分析客户和客户服务代表之间的对话,诸如检测到的中断,跟踪的对话转弯以及表示对话的挫折,政治和/或解析特征的识别的关键短语。 呼叫监视器记录具有语音特征的客户的客户服务代表的性能。 呼叫中心人员的自动呼叫转接和/或实时指令也可以基于分析结果完成。