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21. 发明申请

US20170195488A1 SYSTEMS AND METHODS FOR PROVIDING PREDICTIVE PERSONALIZATION INTERACTIONS 有权
公开(公告)号：US20170195488A1
公开(公告)日：2017-07-06
申请号：US14988271
申请日：2016-01-05
申请人： Optum, Inc.
发明人： Mythili Pendyala , Ravindar Bommana , Rajesh Ravindran Nair
IPC分类号： H04M3/51
CPC分类号： H04M3/5183 , H04M3/493 , H04M3/51 , H04M3/5166
摘要： An improved communication channel system, such as an improved interactive voice response (IVR) system, and methods that route calls to an appropriate customer agent terminal and correspondingly delivers selected data and selected treatments to be presented to a customer of an organization are described. An improved customer relationship management (CRM) system is in communication with the improved IVR system. Data stores associated with the improved CRM and/or IVR systems are specially configured to allow for datatables therein to be continuously reworked and updated to create and include new treatments specifically tailored on an individual customer level. The improved system includes a rules engine including logic specific to the suppression of treatments. Relevant, unsuppressed treatment information, including scripts and related data, is sent to the computing device of an organization agent, and the data is presented as a script in a GUI of the computing device.

22. 发明授权

US09674364B2 Comprehensive system and method for providing sales and marketing acceleration and effectiveness 有权
公开(公告)号：US09674364B2
公开(公告)日：2017-06-06
申请号：US14809213
申请日：2015-07-25
申请人： Micro Macro Assets, LLC
发明人： Senraj Soundar
IPC分类号： H04M3/42 , H04M3/00 , H04M3/523 , H04M3/51 , H04M3/58
CPC分类号： H04M3/51 , H04M3/5158 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5235 , H04M3/54 , H04M3/58 , H04M2201/14 , H04M2201/36 , H04M2201/38 , H04M2203/357 , H04M2203/404
摘要： A system and method for communicating with a customer via one or more communication modes includes a computer having a memory, and a processor configured by the memory to receive a batch notification that enables the computer to identify a batch of customer records in the computer, for communicating in the near future, and to receive an identity notification that enables the computer to identify a customer being contacted or to be contacted in the near future. At least one customer record associated with the identified customer is part of the batch. A central data server provides the batch notification that enables the computer to identify the batch of customer records, and provides the identity notification that enables the computer to identify the identified customer.

23. 发明授权

US09674355B2 System and method for processing call data 有权
公开(公告)号：US09674355B2
公开(公告)日：2017-06-06
申请号：US15067101
申请日：2016-03-10
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
IPC分类号： H04M3/51 , G10L15/26 , H04M3/53 , H04M3/533
CPC分类号： H04M3/5166 , G10L15/26 , H04M3/51 , H04M3/5133 , H04M3/5183 , H04M3/5322 , H04M3/533 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/306 , H04M2203/4536
摘要： A system and method for processing call data is provided. A call between a user and an agent is monitored. A selected script having a dialog grammar is received. The selected script is executed by converting at least a portion of the script into synthesized speech utterances and providing the synthesized speech utterances to the user. Speech utterances are received from the user in reply to each of the synthesized speech utterances from the script. Each received speech utterance is converted to text as a user message and a form is populated with the user messages. The user speech utterances and the form with the user messages are provided to the agent.

24. 发明申请

US20170155760A1 METHOD AND SYSTEM FOR AUTOMATIC CALL TRACKING AND ANALYSIS 审中-公开
公开(公告)号：US20170155760A1
公开(公告)日：2017-06-01
申请号：US15229444
申请日：2016-08-05
申请人： Grant Aldrich , Jasson Gilmore
发明人： Grant Aldrich , Jasson Gilmore
IPC分类号： H04M3/42 , G06Q10/10 , G10L15/18 , H04M3/22
CPC分类号： H04M3/42221 , G06Q10/1095 , G10L15/1822 , G10L15/26 , G10L15/265 , H04M3/2218 , H04M3/2281 , H04M3/51 , H04M2201/40
摘要： Methods and systems for automatic phone call tracking and analysis of the content and outcomes of a call are provided. These systems may provide businesses with the ability to track and view analytics of the number and various outcomes of calls, thereby providing up-to-date real-time analysis of the automatically-generated results of client interactions with staff answering the phones. Methods and systems in accordance with the present invention quantitatively and objectively analyze staff performance and marketing return on investment (ROI), and track patient demand across various procedures. This may automatically provide information on the number of calls with various outcomes, e.g., the customer booked an appointment, the customer hung up while on hold, the customer was connected with voicemail, the customer left a message on voicemail, the customer is an existing client, etc. Other automatically-detected aspects of phone call contents are provided.

25. 发明申请

US20170111504A1 EVALUATION OF VOICE COMMUNICATIONS 审中-公开
公开(公告)号：US20170111504A1
公开(公告)日：2017-04-20
申请号：US15390651
申请日：2016-12-26
申请人： III Holdings 1, LLC
发明人： Chin H. Khor , Marcel Leyva , Vernon Marshall
IPC分类号： H04M3/51 , G10L17/02 , G10L17/26 , G10L25/63
CPC分类号： H04M3/5175 , G06Q30/016 , G06Q30/02 , G10L17/00 , G10L17/02 , G10L17/26 , G10L25/48 , G10L25/63 , H04M3/2281 , H04M3/51 , H04M2201/18 , H04M2201/40 , H04M2201/41 , H04M2203/301 , H04M2203/401
摘要： One-to-many comparisons of callers' words and/or voice prints with known words and/or voice prints to identify any substantial matches between them. When a customer communicates with a particular entity, such as a customer service center, the system makes a recording of the real-time call including both the customer's and agent's voices. The system segments the recording to extract different words, such as words of anger. The system may also segment at least a portion of the customer's voice to create a tone profile, and it formats the segmented words and tone profiles for network transmission to a server. The server compares the customer's words and/or tone profiles with multiple known words and/or tone profiles stored on a database to determine any substantial matches. The identification of any matches may be used for a variety of purposes, such as providing representative feedback or customer follow-up.

26. 发明申请

US20170098445A1 System and Method of Automated Language Model Adaptation 有权
公开(公告)号：US20170098445A1
公开(公告)日：2017-04-06
申请号：US15332411
申请日：2016-10-24
申请人： Verint Systems Ltd.
发明人： Ran Achituv , Omer Ziv , Ido Shapira , Daniel Baum
IPC分类号： G10L15/197 , G10L15/08 , G10L15/06
CPC分类号： G10L15/197 , G06F17/30746 , G10L15/063 , G10L15/083 , G10L15/26 , G10L2015/0635 , H04M3/51
摘要： Systems and methods of automated adaptation of a language model for transcription of audio data include obtaining audio data. The audio data is transcribed with a language model to produce a plurality of audio tile transcriptions. A quality of the plurality of audio file transcriptions is evaluated. At least one best transcription from a plurality of audio tile transcriptions is selected based upon the evaluated quality. Statistics are calculated from the selected at least one best transcription from the plurality of audio file transcriptions. The language model is modified from the calculated statistics.

27. 发明申请

US20170094055A1 COMMUNICATIONS RECORDER SYSTEM 审中-公开
公开(公告)号：US20170094055A1
公开(公告)日：2017-03-30
申请号：US15311503
申请日：2015-05-22
申请人： INTEGRATED RESEARCH LIMITED
发明人： Thomas Canty , John Dunne , Stewart Wright , Eric Ulevik , Chris Dorrington , Jacob Moonen
IPC分类号： H04M3/42 , H04M7/00
CPC分类号： H04M3/42221 , H04M3/51 , H04M7/006 , H04M7/009 , H04M2201/18 , H04M2203/301
摘要： A method for analysing performance of a media recording system in a telecommunications network comprising the steps of selecting an extension within a telecommunications network, the extension capable of exchanging communication media, designating a time period within which communication records for the extension should be analysed, receiving communications data for the network extension, the communications data comprising data associated with communications involving the extension with the time period, receiving media data for the network extension, the media data comprising data associated with recorded media content of communications involving the extension within the time period, comparing the communications data with the media data to determine the performance of the communications recording system.

28. 发明授权

US09571445B2 Unified messaging system and method with integrated communication applications and interactive voice recognition 有权
标题翻译：具有集成通信应用和交互式语音识别的统一消息系统和方法
公开(公告)号：US09571445B2
公开(公告)日：2017-02-14
申请号：US11824376
申请日：2007-06-29
申请人： Alex Kurganov
发明人： Alex Kurganov
IPC分类号： H04L12/28 , H04L12/58 , H04L29/06 , H04L29/12 , H04M3/436 , H04M3/51 , H04M3/53 , H04M7/00 , G10L21/00 , G10L25/48 , G06F3/16 , G10L17/22 , H04M1/725 , H04W4/12 , G06F17/30 , G10L15/00 , H04J1/16 , H04M3/42 , H04M3/56 , H04M7/12 , H04L29/08
CPC分类号： H04L51/36 , G06F3/167 , G06F17/30286 , G06F17/3061 , G10L15/00 , G10L17/22 , G10L21/00 , G10L25/48 , H04L29/06 , H04L29/1215 , H04L29/1216 , H04L51/00 , H04L61/1564 , H04L61/157 , H04L67/42 , H04L69/08 , H04L69/329 , H04M1/72527 , H04M3/42 , H04M3/42153 , H04M3/436 , H04M3/51 , H04M3/515 , H04M3/53 , H04M3/56 , H04M7/0003 , H04M7/0033 , H04M7/12 , H04M2201/40 , H04M2201/60 , H04M2203/4509 , H04W4/12
摘要： A method and apparatus for a computer and telecommunication network which can receive, send and manage information from or to a subscriber of the network, based on the subscriber's configuration. The network is made up of at least one cluster containing voice servers which allow for telephony, speech recognition, text-to-speech and conferencing functions, and is accessible by the subscriber through standard telephone connections or through internet connections. The network also utilizes a database and file server allowing the subscriber to maintain and manage certain contact lists and administrative information. A web server is also connected to the cluster thereby allowing access to all functions through internet connections.
摘要翻译：一种用于计算机和电信网络的方法和装置，其可以基于用户的配置从网络的订户接收，发送和管理信息。该网络由至少一个包含允许电话，语音识别，文本到语音和会议功能的语音服务器的集群组成，并且可由用户通过标准电话连接或通过互联网连接访问。网络还利用数据库和文件服务器，允许用户维护和管理某些联系人列表和管理信息。 Web服务器也连接到群集，从而允许通过互联网连接访问所有功能。

29. 发明申请

US20170026512A1 ENHANCED SESSION INITIATION PROTOCOL RECORDING 审中-公开
标题翻译：增强会议启动协议记录
公开(公告)号：US20170026512A1
公开(公告)日：2017-01-26
申请号：US14806927
申请日：2015-07-23
申请人： Avaya Inc.
发明人： Joel M. Ezell , Manish Chatterjee , Ananda HP , Sumit Bijwe
IPC分类号： H04M3/42 , H04M3/493 , H04L29/06
CPC分类号： H04M3/42221 , H04L65/1006 , H04L65/1069 , H04L65/1083 , H04M3/493 , H04M3/51 , H04M7/006 , H04M7/127
摘要： When a first SIP INVITE is received a Session Border Controller (SBC) to establish a communication session between communication devices, a second SIP INVITE message is also sent by the SBC to a media recorder without a media line or a media attribute set to inactive. The second SIP INVITE message without the media line or the media attribute set to inactive indicates that there is currently no media associated with the communication session to the media recorder. The SBC receives one of a SIP PUBLISH message or a SIP NOTIFY message that indicates whether to start or stop recording the voice or video communication session. The SBC sends or does not send a media stream of the communication session between the communication devices based on whether the SIP PUBLISH or the SIP NOTIFY indicates whether to start or stop recording the voice or video communication session.
摘要翻译：当接收到第一个SIP INVITE会话边界控制器（SBC）以建立通信设备之间的通信会话时，第二个SIP INVITE消息也被SBC发送到媒体记录器，而媒体线路或媒体属性被设置为无效。没有媒体线或媒体属性设置为不活动的第二SIP INVITE消息指示当前没有媒体与媒体记录器的通信会话相关联。 SBC接收一个SIP PUBLISH消息或SIP NOTIFY消息，指示是否开始或停止录制语音或视频通信会话。基于SIP PUBLISH或SIP NOTIFY是否开始或停止录制语音或视频通信会话，SBC发送或不发送通信设备之间的通信会话的媒体流。

30. 发明授权

US09544433B2 Managing interactive communications campaigns using a hold queue 有权
标题翻译：使用保留队列管理交互式通信活动
公开(公告)号：US09544433B2
公开(公告)日：2017-01-10
申请号：US14100813
申请日：2013-12-09
申请人： Soundbite Communications, Inc.
发明人： Timothy R. Segall , Damon Weinstein
IPC分类号： H04M3/51 , H04M3/42 , H04M3/523
CPC分类号： H04M3/5191 , H04M3/42365 , H04M3/51 , H04M3/5232 , H04M3/5233
摘要： A web-based hosted solution through which business entities create and manage communications campaigns is described. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons do not impair the connections being established and maintained to the agents.
摘要翻译：描述了业务实体创建和管理通信活动的基于Web的托管解决方案。为了减少客户到代理连接的延迟，系统实现代理在线功能，通过该代理在线功能在系统基础架构和可用代理之间建立和维护持久电话连接。以这种方式，代理可以处理多个客户，同时避免ACD保持队列。此外，优选地，服务侧保持队列也被建立并维护在基础设施的服务侧。这个保持队列维护正在等待连接到可用代理的呼叫。它确保任何客户放弃不会损害正在建立和维护的代理商的连接。

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