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    VOICE ASSISTANT PROXY FOR VOICE ASSISTANT SERVERS
    2.
    发明公开
    VOICE ASSISTANT PROXY FOR VOICE ASSISTANT SERVERS 审中-公开

    公开(公告)号：EP3852102A1

    公开(公告)日：2021-07-21

    申请号：EP21151606.7

    申请日：2021-01-14

    申请人： BlackBerry Limited

    发明人： MONTEMURRO, Michael Peter ,  LEPP, James Randolph Winter

    IPC分类号： G10L15/26 ,  H04M3/493 ,  H04M3/50 ,  H04M3/523

    摘要： A voice assistant proxy for voice assistant servers and related methods. The voice assistant proxy comprises a processor configured to convert voice data to text using speech-to-text synthesis, determine a voice command from the text, determine whether the voice command is associated with sensitive data based on a set of criteria, route the voice command to an enterprise voice assistant server in response to a determination that the voice command is sensitive, route the voice command to a third party voice assistant server in response to a determination that the voice command is not sensitive.

    METHOD, APPARATUS, AND PORTABLE ELECTRONIC DEVICE
    6.
    发明公开
    METHOD, APPARATUS, AND PORTABLE ELECTRONIC DEVICE 审中-公开
    方法，设备和便携式电子设备

    公开(公告)号：EP3247095A1

    公开(公告)日：2017-11-22

    申请号：EP17171927.1

    申请日：2017-05-19

    申请人： Huawei Technologies Co., Ltd.

    发明人： WANG, Yahui ,  LI, Xiaojuan ,  GAO, Wenmei

    IPC分类号： H04M3/42 ,  H04L12/58 ,  H04M1/64 ,  H04M3/50 ,  H04M3/38 ,  H04M3/527 ,  H04M3/533

    CPC分类号： H04M3/53341 ,  H04L51/02 ,  H04M1/575 ,  H04M1/64 ,  H04M1/7255 ,  H04M1/72552 ,  H04M1/72569 ,  H04M3/38 ,  H04M3/42068 ,  H04M3/42093 ,  H04M3/527 ,  H04M3/60 ,  H04M2201/40 ,  H04M2203/256 ,  H04M2250/74 ,  H04W88/02 ,  H04W88/184

    摘要： This application discloses a method, an apparatus, and a portable electronic device. The method includes: detecting an incoming phone call; automatically answering the phone call; determining that in at least one pre-stored event, there is an event matching a telephone number of the phone call, where the event includes: at least one of content of the event, a starting time of the event, or a location of the event, contact information of a participant, and permission of the participant; and the contact information of participant includes a telephone number; obtaining and parsing audio content of the phone call; and automatically answering the telephone call according to the audio content and permission that corresponds to the telephone number of the phone call. The method provided in this application has an advantage of effective privacy protection.

    摘要翻译： 该申请公开了一种方法，装置和便携式电子设备。 该方法包括：检测来电; 自动接听电话; 确定在至少一个预先存储的事件中存在匹配所述电话呼叫的电话号码的事件，其中所述事件包括：所述事件的内容，所述事件的开始时间或所述事件的位置中的至少一个 事件，参与者的联系方式以及参与者的许可; 并且参与者的联系信息包括电话号码; 获得并解析电话呼叫的音频内容; 并根据音频内容和电话号码对应的权限自动接听电话。 本申请提供的方法具有有效的隐私保护的优点。

    RECOMMENDED ROSTER BASED ON CUSTOMER RELATIONSHIP MANAGEMENT DATA
    7.
    发明公开
    RECOMMENDED ROSTER BASED ON CUSTOMER RELATIONSHIP MANAGEMENT DATA 审中-公开
    基于客户关系管理数据的推荐名单

    公开(公告)号：EP3245781A1

    公开(公告)日：2017-11-22

    申请号：EP16726690.7

    申请日：2016-05-06

    申请人： Oracle International Corporation

    发明人： SLOAN, Scott ,  CHAN, Victor Chung-Wai ,  PATTERSON, Christopher ,  SHARMA, Manish

    IPC分类号： H04M3/50

    CPC分类号： H04M3/5233 ,  H04M3/58

    摘要： Embodiments of the invention provide systems and methods for facilitating collaboration in a contact center by providing a roster of recommended subject matter experts on a topic related to an ongoing customer contact session. For example, embodiments can use a modification of the skills matching algorithm of the CRM system used to initially select an agent to also evaluate the needs of the service incident, and match those needs with people who would be able to contribute to a conversation and help the agent. The system can then recommend these possible contributors in a ranked order based on how well each collaborator's skills match the requirements of the incident. When the agent requires assistance and creates a conversation, the system can recommend to the agent a list of users that can help, based on the strength of the match to the skill that would equate to the incident.

    IVR SERVICE REALIZATION METHOD OF HOME GATEWAY, AND HOME GATEWAY
    8.
    发明公开
    IVR SERVICE REALIZATION METHOD OF HOME GATEWAY, AND HOME GATEWAY 审中-公开
    家庭网关IVR服务实现方法，家庭网关

    公开(公告)号：EP3236646A1

    公开(公告)日：2017-10-25

    申请号：EP15868866.3

    申请日：2015-03-12

    申请人： ZTE Corporation

    发明人： JIANG, Hongbin ,  ZHU, Wenhua ,  WANG, Bo ,  ZHANG, Penggang ,  JIANG, Heng

    IPC分类号： H04M3/50 ,  H04L12/66 ,  H04L12/28 ,  H04M3/493

    CPC分类号： H04M7/0033 ,  H04L12/28 ,  H04L12/66 ,  H04M1/006 ,  H04M1/2471 ,  H04M1/57 ,  H04M1/65 ,  H04M3/493 ,  H04M3/50 ,  H04M7/0069 ,  H04M7/1295

    摘要： A method for a home gateway to realize an Interactive Voice Response (IVR) service and a home gateway are provided. The method includes that: when a voice user belonging to a home gateway serves as a called user, the home gateway provides an IVR prompt to a calling user, so that the calling user makes an IVR service request according to the IVR prompt; and the home gateway receives the IVR service request, and performs an IVR service operation corresponding to the IVR service request. The present disclosure satisfies multi-level service requirements of a home user.

    摘要翻译： 提供了家庭网关实现交互式语音应答（IVR）业务和家庭网关的方法。 该方法包括：当属于家庭网关的语音用户作为被叫用户时，家庭网关向主叫用户提供IVR提示，以使主叫用户根据IVR提示进行IVR业务请求; 家庭网关接收IVR业务请求，并执行IVR业务请求对应的IVR业务操作。 本公开满足家庭用户的多级服务要求。

    CALL CENTRE-BASED INTELLIGENT HOUSEHOLD SYSTEM AND IMPLEMENTATION METHOD THEREFOR
    10.
    发明公开
    CALL CENTRE-BASED INTELLIGENT HOUSEHOLD SYSTEM AND IMPLEMENTATION METHOD THEREFOR 审中-公开
    澳大利亚呼叫中心基地智慧火腿系统

    公开(公告)号：EP2899958A2

    公开(公告)日：2015-07-29

    申请号：EP13794672.9

    申请日：2013-07-24

    申请人： ZTE Corporation

    发明人： LAI, Yongsen ,  WU, Weiwei

    IPC分类号： H04M3/50 ,  H04L29/06

    CPC分类号： H04L12/2816 ,  H04L12/2818 ,  H04L12/2836 ,  H04L67/125 ,  H04L67/28 ,  H04L67/2823 ,  H04L2012/2841 ,  H04M1/72533 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/5183 ,  H04M3/527 ,  H04M2203/1016 ,  H04W4/14 ,  H04W4/18

    摘要： An intelligent household system based on a call centre and an implementation method are disclosed. The intelligent household system comprises: a subscriber registration component which is configured to achieve registration binding of a subscriber number and a home terminal corresponding to the subscriber number; a call centre which is configured to acquire a subscriber operation command and send the subscriber operation command to the home terminal corresponding to the subscriber number according to a binding relationship between the subscriber number and the home terminal; and the home terminal which is configured to execute the received subscriber operation command. The intelligent household system based on the call centre and the implementation method provided in the present invention essentially have no requirements for a subscriber side, monitor an intelligent household device based on a call centre, and reduce the use threshold of subscribers.

    摘要翻译： 公开了一种基于呼叫中心和实施方法的智能家庭系统。 所述智能家庭系统包括：用户注册组件，被配置为实现与所述用户号码相对应的用户号码和归属终端的注册绑定; 呼叫中心，其被配置为获取用户操作命令，并且根据所述用户号码与所述家庭终端之间的绑定关系向所述用户号码对应的所述归属终端发送所述用户操作命令; 以及被配置为执行所接收的订户操作命令的归属终端。 基于本发明提供的呼叫中心和实现方法的智能家庭系统基本上对用户方没有要求，基于呼叫中心监控智能家庭设备，并且降低了用户的使用阈值。