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1. 发明授权

US06721416B1 Call centre agent automated assistance 有权
标题翻译：呼叫中心代理自动化帮助
公开(公告)号：US06721416B1
公开(公告)日：2004-04-13
申请号：US09592401
申请日：2000-06-13
申请人： Anthony Timothy Farrell
发明人： Anthony Timothy Farrell
IPC分类号： H04M300
CPC分类号： H04M3/51 , H04M3/5175 , H04M2201/40 , H04M2201/60
摘要： This invention relates to the automated assistance of a telephony call center agent comprising a method and system for providing dialogue suggestions to an agent during an agent caller interaction. A prior art solution provides data based on analyzed text from one or other of the conversations but does not offer any useful information based on the performance of the agent or on the state of the interaction. A method of interaction in a voice response application comprising: receiving a voice signal in a call center; identifying whether the caller or a call center agent is the originator of the voice signal; converting the voice signal into computer readable text; identifying a key word such as a confrontational phrase e.g. ‘what are you talking about’ in the converted computer readable text; and providing a different suggestion depending on whether the originator is the call agent or the caller. For instance, a suggestion if the agent made the confrontational phrase would be to use a less confrontational phrase next time such as ‘can you explain that again’. A suggestion if the caller made the confrontational phrase would be to counter with a ‘I'll try to explain that better’.
摘要翻译：本发明涉及电话呼叫中心代理的自动化辅助，其包括用于在代理呼叫者交互期间向代理提供对话建议的方法和系统。现有技术解决方案基于来自一个或另一个对话的分析文本提供数据，但是不提供基于代理的性能或交互状态的任何有用的信息。一种语音应答应用中的交互方法，包括：在呼叫中心接收语音信号; 识别呼叫者或呼叫中心代理是语音信号的发起者; 将语音信号转换为计算机可读文本; 识别关键词，例如对抗性短语，例如转换后的电脑可读文本中的“你在说什么” 并根据发起者是呼叫代理还是来电者提供不同的建议。例如，一个建议，如果代理人作出对抗性短语将是使用较少的对抗短语下一次，如“你可以再说一遍”。一个建议，如果来电者提出了对抗性的短语将是一个“我会试图解释更好”。

2. 发明授权

US06594347B1 Speech encoding in a client server system 失效
标题翻译：客户端服务器系统中的语音编码
公开(公告)号：US06594347B1
公开(公告)日：2003-07-15
申请号：US09551481
申请日：2000-04-18
申请人： Gary James Calder , George Murdoch Clelland , Anthony Timothy Farrell , Robert Mann , John Brian Pickering , Paul Reilly
发明人： Gary James Calder , George Murdoch Clelland , Anthony Timothy Farrell , Robert Mann , John Brian Pickering , Paul Reilly
IPC分类号： H04M164
CPC分类号： H04M3/493 , H04M2201/40 , H04M2201/60 , H04M2203/2061 , H04Q1/45
摘要： Speech encoding in a client server system such as a laptop, personal data assistant or mobile phone communicating with an interactive voice response telephony application. A method of communication with a speech enabled remote telephony device such as a mobile phone is described comprising the following steps. Receiving user speech input into the mobile phone as part of a dialogue with an interactive voice response telephony application. Performing speech recognition to convert the speech into text and converting the text into tones such as DTMF tones. Transmitting the DTMF tones over the voice channel to an interactive voice response (IVR) telephony application an allowed response feature converts the users response to a known valid response of the IVR application. A language conversion feature allows a person in one language to speak in that language to an IVR application operating in a different language.
摘要翻译：在与交互式语音应答电话应用通信的客户端服务器系统（例如膝上型计算机，个人数据助理或移动电话）中进行语音编码。描述了与诸如移动电话的支持语音的远程电话设备进行通信的方法，包括以下步骤。作为与交互式语音应答电话应用的对话的一部分，接收输入到移动电话的用户语音。执行语音识别，将语音转换为文本，并将文本转换为DTMF音调等音频。通过语音信道将DTMF音调发送到交互式语音响应（IVR）电话应用程序，允许的响应功能将用户响应转换为IVR应用程序的已知有效响应。语言转换功能允许一种语言的人以该语言对以不同语言操作的IVR应用程序说话。

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