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31. 发明申请

US20180255180A1 Bridge for Non-Voice Communications User Interface to Voice-Enabled Interactive Voice Response System 审中-公开
公开(公告)号：US20180255180A1
公开(公告)日：2018-09-06
申请号：US15446646
申请日：2017-03-01
申请人： Speech-Soft Solutions LLC
发明人： Randy G. Goldberg , Deborah W. Brown , Janardhan P. Reddy
IPC分类号： H04M3/493 , H04L12/58 , G10L15/26 , G10L15/22
CPC分类号： H04M3/4938 , G06F3/167 , G06F17/2765 , G10L15/19 , H04L51/02 , H04L51/046 , H04L51/066 , H04M2201/405 , H04M2203/254
摘要： A bridging for using a non-voice-based user interface, such as a text chat interface, with a voice-enabled interactive voice response system which, during a non-voice-based communication session with a client user device, receives from the client user device, a non-voice entry entered by a client user into the communication session; identifies one or more elements in the non-voice entry constrained by one or more allowed responses by the voice-enabled interactive voice response system; maps the one or more elements to one or more of the allowed responses; and passes the mapped one or more identified elements to a voice-enabled interactive voice response system as a input via emulation of a voice recognition analysis response.

32. 发明授权

US09860381B1 Method and apparatus of processing speech dialog data of a user call 有权
公开(公告)号：US09860381B1
公开(公告)日：2018-01-02
申请号：US14987884
申请日：2016-01-05
申请人： West Corporation
发明人： Silke Witt-ehsani , Aaron Scott Fisher
IPC分类号： H04M1/64 , H04M3/523 , G10L15/08
CPC分类号： H04M3/5232 , G10L2015/088 , H04M3/4936 , H04M3/5166 , H04M2201/18 , H04M2201/405 , H04M2203/158 , H04M2203/556
摘要： A method and apparatus of processing caller experiences is disclosed. One example method may include determining a call event type occurring during a call and assigning a weight to the call event type via a processing device. The method may also include calculating a caller experience metric value representing a caller's current call status responsive to determining the at least one call event type, the caller experience metric being a function of the current event type weight and a discounting variable that discounts a value of past events. The method may also provide comparing the caller experience metric to a predefined threshold value and determining whether to perform at least one of transferring the call to a live agent and switching from a current caller modality to a different caller modality.

33. 发明申请

US20170201625A1 Method and System for Voice Transmission Control 有权
公开(公告)号：US20170201625A1
公开(公告)日：2017-07-13
申请号：US15470824
申请日：2017-03-27
申请人： Shanghai Xiaoi Robot Technology Co., Ltd.
发明人： Bo LI , Di CHEN , Pinpin ZHU
IPC分类号： H04M3/533 , H04M1/65 , H04M1/64
CPC分类号： H04M3/53333 , G10L15/22 , G10L25/33 , G10L2015/223 , H04M1/645 , H04M1/651 , H04M3/4938 , H04M3/53308 , H04M3/53366 , H04M2201/39 , H04M2201/40 , H04M2201/405 , H04M2201/41
摘要： A method and a system for voice transmission control. The method comprises: receiving, by a voice answering device, a voice command and transmitting the voice command to a sound control server through a network data transmission channel; recognizing, by the sound control server, the voice command, generating corresponding second VXML control information based on a recognition result, and transmitting the second VXML control information to the voice answering device through the network data transmission channel; and performing, by the voice answering device, an operation according to the received second VXML control information. With this method, the architecture and workflow of the communication system can be simplified, and the difficulty of design thereof can be reduced.

34. 发明授权

US09641680B1 Cross-linking call metadata 有权
公开(公告)号：US09641680B1
公开(公告)日：2017-05-02
申请号：US15134265
申请日：2016-04-20
申请人： Eric Wold
发明人： Eric Wold
IPC分类号： H04M1/64 , H04M3/51 , H04M3/42 , H04W84/04 , A61B5/16 , H04W84/12
CPC分类号： H04M3/5141 , A61B5/167 , G06F17/30 , G06Q30/01 , G10L17/00 , H04M3/42221 , H04M3/5175 , H04M3/523 , H04M2201/405 , H04M2203/556 , H04W84/042 , H04W84/12
摘要： Methods, systems, and devices for cross-linking events and persons using anonymized voice fingerprint identifiers (IDs) and call metadata are described. The method can include retrieving, form a centralized database, call metadata associated with a caller index ID. The method can include determining call metadata characteristics for the call metadata. The method can include matching the call metadata characteristics of the call metadata with characteristics associated with a personality type of a psychological behavioral model. The method can include generating a caller profile that comprises personality type information for the personality type. The method can include associating the caller profile with the caller index ID. The method can include storing the caller profile in an entry in the centralized database associated with the caller index ID.

35. 发明申请

US20170084272A1 SYSTEM AND METHOD FOR ANALYZING AND CLASSIFYING CALLS WITHOUT TRANSCRIPTION VIA KEYWORD SPOTTING 审中-公开
公开(公告)号：US20170084272A1
公开(公告)日：2017-03-23
申请号：US15339619
申请日：2016-10-31
申请人： Marchex, Inc.
发明人： Jason Flaks , Ziad Ismail , Chris Kolbegger
IPC分类号： G10L15/193 , G10L15/14 , H04M3/51 , G10L15/16
CPC分类号： G10L15/193 , G10L15/142 , G10L15/16 , G10L15/1822 , G10L2015/088 , H04M3/5175 , H04M2201/18 , H04M2201/40 , H04M2201/405 , H04M2203/6009 , H04M2242/12
摘要： A facility and method for analyzing and classifying calls without transcription via keyword spotting is disclosed. The facility uses a group of calls having known outcomes to generate one or more domain- or entity-specific grammars containing keywords and related information that are indicative of particular outcome. The facility monitors telephone calls by determining the domain or entity associated with the call, loading the appropriate grammar or grammars associated with the determined domain or entity, and tracking keywords contained in the loaded grammar or grammars that are spoken during the monitored call, along with additional information. The facility performs a statistical analysis on the tracked keywords and additional information to determine a classification for the monitored telephone call.

36. 发明授权

US09571617B2 Controlling mute function on telephone 有权
标题翻译：在电话上控制静音功能
公开(公告)号：US09571617B2
公开(公告)日：2017-02-14
申请号：US15168757
申请日：2016-05-31
申请人： International Business Machines Corporation
发明人： Roberto Battaglini , Brian P. Singer
IPC分类号： H04M3/00 , H04M1/19 , H04M1/247 , G10L15/22 , G10L17/04 , G10L17/06 , G10L25/84 , H04M1/60
CPC分类号： H04M1/19 , G10L15/22 , G10L17/04 , G10L17/06 , G10L25/84 , G10L2015/223 , H04M1/247 , H04M1/6008 , H04M1/6033 , H04M2201/405 , H04M2203/258 , H04M2250/74
摘要： A method for controlling a mute function in a telephone device, and the telephone device and a computer program product that implements the method. The method includes: while the mute function is active, voice recognition software in the telephone device processes sound detected by a microphone in the telephone device to recognize and identify one or more specific words as having been spoken by a specific person and not by another person, and in response, the telephone device activates an alarm in the telephone device to communicate that the mute function is active.
摘要翻译：一种用于控制电话设备中的静音功能的方法，以及实现该方法的电话设备和计算机程序产品。该方法包括：当静音功能激活时，电话设备中的语音识别软件处理由电话设备中的麦克风检测到的声音，以识别并识别一个或多个特定词语已被特定的人而不是另一个人所说并且作为响应，电话设备激活电话设备中的报警，以通知静音功能是活动的。

37. 发明申请

US20160307583A1 Personal Voice-Based Information Retrieval System 有权
标题翻译：个人语音信息检索系统
公开(公告)号：US20160307583A1
公开(公告)日：2016-10-20
申请号：US15193517
申请日：2016-06-27
申请人： Parus Holdings, Inc.
发明人： Alexander Kurganov
IPC分类号： G10L25/54 , H04M3/493 , G06F17/30 , H04L29/08 , G06F3/16 , G10L15/08
CPC分类号： H04M3/4938 , G06F3/167 , G06F17/30769 , G06F17/30861 , G10L13/08 , G10L15/02 , G10L15/06 , G10L15/08 , G10L15/22 , G10L15/26 , G10L17/24 , G10L25/54 , G10L2015/223 , H04L29/0809 , H04L67/02 , H04M2201/39 , H04M2201/40 , H04M2201/405 , H04M2207/40
摘要： The present invention relates to a system for retrieving information from a network such as the Internet. A user creates a user-defined record in a database that identifies an information source, such as a web site, containing information of interest to the user. This record identifies the location of the information source and also contains a recognition grammar based upon a speech command assigned by the user. Upon receiving the speech command from the user that is described within the recognition grammar, a network interface system accesses the information source and retrieves the information requested by the user.
摘要翻译：本发明涉及一种用于从诸如因特网的网络检索信息的系统。用户在数据库中创建用户定义的记录，该记录标识包含用户感兴趣的信息的信息源（例如网站）。该记录识别信息源的位置，并且还包含基于用户分配的语音命令的识别语法。在接收到在识别语法中描述的用户的语音命令之前，网络接口系统访问信息源并检索用户请求的信息。

38. 发明授权

US09344572B1 Systems and methods for state information exchange 有权
公开(公告)号：US09344572B1
公开(公告)日：2016-05-17
申请号：US14690718
申请日：2015-04-20
申请人： United Services Automobile Association (USAA)
发明人： Anthony G. Castiglione, III
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , G06Q30/02
CPC分类号： H04M3/5191 , G06Q30/0244 , G06Q30/0247 , G06Q30/0255 , G06Q30/0269 , G10L25/63 , H04M3/5183 , H04M2201/405
摘要： Apparatus and method for sharing state information using a web-enabled system and a phone service system are disclosed. In some embodiments, a presence module is used to identify a currently accessed web page to an agent during an on-line session. In some embodiments, documents are delivered to a user through a web browser concurrent with an audio message delivered by phone. Concurrent delivery of documents configured to accept an electronic signature is disclosed.

39. 发明授权

US09232057B1 Method and apparatus of processing speech dialog data of a user call 有权
标题翻译：处理用户呼叫语音对话数据的方法和装置
公开(公告)号：US09232057B1
公开(公告)日：2016-01-05
申请号：US14300601
申请日：2014-06-10
申请人： West Corporation
发明人： Silke Witt-ehsani , Aaron Scott Fisher
IPC分类号： H04M1/64 , H04M3/493
CPC分类号： H04M3/5232 , G10L2015/088 , H04M3/4936 , H04M3/5166 , H04M2201/18 , H04M2201/405 , H04M2203/158 , H04M2203/556
摘要： A method and apparatus of processing caller experiences is disclosed. One example method may include determining a call event type occurring during a call and assigning a weight to the call event type via a processing device. The method may also include calculating a caller experience metric value representing a caller's current call status responsive to determining the at least one call event type, the caller experience metric being a function of the current event type weight and a discounting variable that discounts a value of past events. The method may also provide comparing the caller experience metric to a predefined threshold value and determining whether to perform at least one of transferring the call to a live agent and switching from a current caller modality to a different caller modality.
摘要翻译：公开了一种处理呼叫者体验的方法和装置。一个示例性方法可以包括确定在呼叫期间发生的呼叫事件类型，并且经由处理设备向呼叫事件类型分配权重。该方法还可以包括响应于确定至少一个呼叫事件类型来计算表示呼叫者当前呼叫状态的呼叫者体验度量值，呼叫者体验度量是当前事件类型权重的函数，以及折扣值过去的事。该方法还可以提供将呼叫者体验度量与预定义的阈值进行比较，并且确定是否执行将呼叫转移到实时代理和从当前呼叫者模式切换到不同呼叫者模式中的至少一个。

40. 发明申请

US20140328473A1 CALLER AUTHENTICATION SYSTEM 有权
标题翻译：电话认证系统
公开(公告)号：US20140328473A1
公开(公告)日：2014-11-06
申请号：US14336855
申请日：2014-07-21
申请人： AT&T Intellectual Property I, L.P.
发明人： David L. Dunmire , Jeff P. Clark , Brian M. Novack
IPC分类号： H04M3/42
CPC分类号： H04M3/42059 , G10L17/02 , H04L63/0861 , H04M2201/405 , H04M2201/41 , H04M2203/60
摘要： A disclosed method of authenticating a telephone caller includes receiving an authentication request for the telephone caller that includes a voice recording of the caller and household information indicative of a household, creating a first voice pattern based on the voice recording of the caller, retrieving a second voice pattern using at least some of the household information, comparing the two voice patterns, and transmitting information indicative of the results of the comparison. The transmitted information may include information that the telephone caller is authenticated, is not authenticated, or that the comparison results were inconclusive. The method may include monitoring telephone calls with the household, and if it is determined that a voice on at least some of the telephone calls is associated with the household, creating the second voice pattern based on the voice, and associating the second voice pattern to the household. The method may further include disassociating the second voice pattern from the household if it is determined that a change of household has occurred.
摘要翻译：公开的认证电话呼叫者的方法包括：接收对包括呼叫者的语音记录和指示家庭的家庭信息的电话呼叫者的认证请求，基于呼叫者的语音记录创建第一语音模式，检索第二个使用至少一些家庭信息的语音模式，比较两种语音模式，以及发送指示比较结果的信息。所发送的信息可以包括电话呼叫者被认证，未认证的信息，或者比较结果不确定。该方法可以包括监视与家庭的电话呼叫，并且如果确定至少一些电话呼叫中的语音与家庭相关联，则基于语音创建第二语音模式，并将第二语音模式与家庭。如果确定已经发生家庭变更，该方法还可以包括将第二语音模式与家庭分离。

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