公开(公告)号：US09083606B2

公开(公告)日：2015-07-14

申请号：US13875909

申请日：2013-05-02

Applicant: Interactions LLC

Inventor： Zhiqiang Qian ,  Michael Zinnikas ,  Jackson Liu

IPC: H04L12/751 ,  H04L12/715 ,  H04L12/721 ,  H04L12/729

CPC classification number: H04L45/02 ,  H04L41/0806 ,  H04L45/04 ,  H04L45/12 ,  H04L45/124 ,  H04L45/125 ,  H04L47/36

Abstract: Example methods, apparatus and articles to manage routing in networks are disclosed. A disclosed example method includes identifying a first network element associated with a problematic network element; identifying a first maximum transmission unit of the first network element and a second maximum transmission unit of the problematic network element; determining whether the first and second maximum transmission units are different; and when the first and second maximum transmission units are different, identifying a value of a greater one of the first and second maximum transmission units and configuring the first network element and the problematic network element to each have the identified value.

Abstract translation: 公开了用于管理网络中的路由的示例性方法，装置和文章。 所公开的示例性方法包括：识别与有问题的网络元件相关联的第一网络元件; 识别第一网元的第一最大传输单元和有问题网元的第二最大传输单元; 确定所述第一和第二最大传输单元是否不同; 并且当所述第一和第二最大传输单元不同时，识别所述第一和第二最大传输单元中的较大一个的值并且将所述第一网络元件和所述有问题的网络元件配置为具有所识别的值。

公开(公告)号：US12087287B1

公开(公告)日：2024-09-10

申请号：US17235804

申请日：2021-04-20

Applicant: Interactions LLC

Inventor： Michael Johnston ,  Minhua Chen ,  Seyed Eman Mahmoodi ,  Badrinath Jayakumar

IPC: G10L15/22 ,  G06F3/16 ,  G06F40/279 ,  G06F40/35 ,  G06T11/20 ,  G10L15/18 ,  G06F40/30 ,  G06N3/044 ,  G06N3/0442

CPC classification number: G10L15/1815 ,  G06F3/167 ,  G06F40/279 ,  G06F40/35 ,  G06T11/206 ,  G10L15/22 ,  G06F40/30 ,  G06N3/044 ,  G06N3/0442 ,  G10L15/1822

Abstract: Structure of conversations between users and agents and/or systems is discovered and interactively displayed to analysts, thereby better supporting development of automated conversation handling systems for different domains. A corpus of prior dialogs of users with agents (without preexisting semantic labels indicating purposes for different parts of the dialogs) is taken as input, and embeddings are generated for textual units (e.g., rounds) of the dialogs. The embeddings are used to cluster the textual units, and the clusters and their relationships are visualized within a user interface that analysts may use to explore and fine-tune the structure of the conversations.

公开(公告)号：US11625152B1

公开(公告)日：2023-04-11

申请号：US17514958

申请日：2021-10-29

Applicant: Interactions LLC

Inventor： Michael Johnston ,  Seyed Eman Mahmoodi

IPC: G06F3/0482 ,  G06F40/20 ,  G06N20/00 ,  G06Q10/1093 ,  G06F16/31 ,  G10L15/18 ,  G10L15/22 ,  G10L15/30

Abstract: Within an environment in which users converse at least partly with human agents to accomplish a desired task, a server assists the agents by identifying workflows that are most applicable to the current conversation. Workflow selection functionality identifies one or more candidate workflows based on techniques such as user intent inference, conversation state tracking, or search, according to various embodiments. The identified candidate workflows are either automatically selected on behalf of the agent, or are presented to the agent for manual selection.

公开(公告)号：US11314942B1

公开(公告)日：2022-04-26

申请号：US16825856

申请日：2020-03-20

Applicant: Interactions LLC

Inventor： Ethan Selfridge ,  Michael Johnston ,  Robert Lifgren ,  James Dreher ,  John Leonard

IPC: G10L15/22 ,  G06F40/30 ,  G06F40/56 ,  G10L15/26 ,  G10L15/18 ,  G10L15/183

Abstract: A computer-implemented method for providing agent assisted transcriptions of user utterances. A user utterance is received in response to a prompt provided to the user at a remote client device. An automatic transcription is generated from the utterance using a language model based upon an application or context, and presented to a human agent. The agent reviews the transcription and may replace at least a portion of the transcription with a corrected transcription. As the agent inputs the corrected transcription, accelerants are presented to the user comprising suggested texted to be inputted. The accelerants may be determined based upon an agent input, an application or context of the transcription, the portion of the transcription being replaced, or any combination thereof. In some cases, the user provides textual input, to which the agent transcribes an intent associated with the input with the aid of one or more accelerants.

公开(公告)号：US10789943B1

公开(公告)日：2020-09-29

申请号：US16120182

申请日：2018-08-31

Applicant: Interactions LLC

Inventor： Larissa Lapshina ,  Mahnoosh Mehrabani Sharifbad ,  David Thomson ,  Yoryos Yeracaris

IPC: G10L15/00 ,  G10L15/18 ,  G10L15/30 ,  G10L15/22

Abstract: An interactive response system combines human intelligence (HI) subsystems with artificial intelligence (AI) subsystems to facilitate overall capability of multi-channel user interfaces. The system permits imperfect AI subsystems to nonetheless lessen the burden on HI subsystems. A combined AI and HI proxy is used to implement an interactive omnichannel system, and the proxy dynamically determines how many AI and HI subsystems are to perform recognition for any particular utterance, based on factors such as confidence thresholds of the AI recognition and availability of HI resources. Furthermore the system uses information from prior recognitions to automatically build, test, predict confidence, and maintain AI models and HI models for system recognition improvements.

公开(公告)号：US20190147044A1

公开(公告)日：2019-05-16

申请号：US16248433

申请日：2019-01-15

Applicant: Interactions LLC

Inventor： Srinivas Bangalore ,  John Chen

IPC: G06F17/27 ,  G06F17/22 ,  G06F16/332

Abstract: A natural language processing system has a hierarchy of user intents related to a domain of interest, the hierarchy having specific intents corresponding to leaf nodes of the hierarchy, and more general intents corresponding to ancestor nodes of the leaf nodes. The system also has a trained understanding model that can classify natural language utterances according to user intent. When the understanding model cannot determine with sufficient confidence that a natural language utterance corresponds to one of the specific intents, the natural language processing system traverses the hierarchy of intents to find a more general user intent that is related to the most applicable specific intent of the utterance and for which there is sufficient confidence. The general intent can then be used to prompt the user with questions applicable to the general intent to obtain the missing information needed for a specific intent.

公开(公告)号：US20190013038A1

公开(公告)日：2019-01-10

申请号：US16027202

申请日：2018-07-03

Applicant: Interactions LLC

Inventor： David Thomson ,  Ethan Selfridge

IPC: G10L25/51 ,  G10L15/22 ,  G10L15/18 ,  G10L15/06 ,  H04M3/51

Abstract: A masking system prevents a human agent from receiving sensitive personal information (SPI) provided by a caller during caller-agent communication. The masking system includes components for detecting the SPI, including automated speech recognition and natural language processing systems. When the caller communicates with the agent, e.g., via a phone call, the masking system processes the incoming caller audio. When the masking system detects SPI in the caller audio stream or when the masking system determines a high likelihood that incoming caller audio will include SPI, the caller audio is masked such that it cannot be heard by the agent. The masking system collects the SPI from the caller audio and sends it to the organization associated with the agent for processing the caller's request or transaction without giving the agent access to caller SPI.

公开(公告)号：US09117445B2

公开(公告)日：2015-08-25

申请号：US13943242

申请日：2013-07-16

Applicant: INTERACTIONS LLC

Inventor： Alistair D. Conkie ,  Horst Schroeter

IPC: G10L13/08 ,  G06F3/0482 ,  G06F3/0488 ,  G06F3/16 ,  G10L15/22

CPC classification number: G10L13/08 ,  G06F3/0482 ,  G06F3/0488 ,  G06F3/167 ,  G06F2203/04104 ,  G10L13/027 ,  G10L13/043 ,  G10L15/22 ,  H04M2250/22

Abstract: Disclosed herein are methods for presenting speech from a selected text that is on a computing device. This method includes presenting text on a touch-sensitive display and having that text size within a threshold level so that the computing device can accurately determine the intent of the user when the user touches the touch screen. Once the user touch has been received, the computing device identifies and interprets the portion of text that is to be selected, and subsequently presents the text audibly to the user.

Abstract translation: 这里公开的是用于从计算设备上的所选文本呈现语音的方法。 该方法包括在触敏显示器上呈现文本并使该文本大小在阈值水平内，使得当用户触摸触摸屏时计算设备可以准确地确定用户的意图。 一旦接收到用户触摸，计算设备就识别和解释要被选择的文本部分，并随后向用户呈现可听见的文本。

公开(公告)号：US20150235639A1

公开(公告)日：2015-08-20

申请号：US14701535

申请日：2015-05-01

Applicant: Interactions LLC

Inventor： Andrej LJOLJE ,  Bernard S. RENGER ,  Steven Neil Tischer

IPC: G10L15/07 ,  G10L15/08

CPC classification number: G10L15/075 ,  G10L15/063 ,  G10L15/065 ,  G10L15/07 ,  G10L15/08

Abstract: Disclosed herein are systems, methods, and computer-readable storage media for selecting a speech recognition model in a standardized speech recognition infrastructure. The system receives speech from a user, and if a user-specific supervised speech model associated with the user is available, retrieves the supervised speech model. If the user-specific supervised speech model is unavailable and if an unsupervised speech model is available, the system retrieves the unsupervised speech model. If the user-specific supervised speech model and the unsupervised speech model are unavailable, the system retrieves a generic speech model associated with the user. Next the system recognizes the received speech from the user with the retrieved model. In one embodiment, the system trains a speech recognition model in a standardized speech recognition infrastructure. In another embodiment, the system handshakes with a remote application in a standardized speech recognition infrastructure.

Abstract translation: 这里公开了用于在标准化语音识别基础设施中选择语音识别模型的系统，方法和计算机可读存储介质。 系统从用户接收语音，并且如果与用户相关联的用户特定的监督语音模型可用，则检索监督的语音模型。 如果用户特定的监督语音模型不可用，并且如果无人监督的语音模型可用，则系统检索无监督语音模型。 如果用户特定的监督语音模型和无监督语音模型不可用，则系统检索与用户相关联的通用语音模型。 接下来，系统使用所检索的模型识别来自用户的接收到的语音。 在一个实施例中，系统在标准化语音识别基础设施中训练语音识别模型。 在另一个实施例中，系统与标准语音识别基础设施中的远程应用握手。

公开(公告)号：US09082405B2

公开(公告)日：2015-07-14

申请号：US14554164

申请日：2014-11-26

Applicant: Interactions LLC.

Inventor： Gregory Pulz ,  Harry E. Blanchard ,  Steven H. Lewis ,  Lan Zhang

IPC: G10L15/00 ,  G10L15/18 ,  G06F17/20 ,  G10L15/19 ,  G10L15/183

CPC classification number: G10L15/19 ,  G10L15/005 ,  G10L15/1822 ,  G10L15/183

Abstract: Disclosed herein are systems, computer-implemented methods, and computer-readable media for recognizing speech. The method includes receiving speech from a user, perceiving at least one speech dialect in the received speech, selecting at least one grammar from a plurality of optimized dialect grammars based on at least one score associated with the perceived speech dialect and the perceived at least one speech dialect, and recognizing the received speech with the selected at least one grammar. Selecting at least one grammar can be further based on a user profile. Multiple grammars can be blended. Predefined parameters can include pronunciation differences, vocabulary, and sentence structure. Optimized dialect grammars can be domain specific. The method can further include recognizing initial received speech with a generic grammar until an optimized dialect grammar is selected. Selecting at least one grammar from a plurality of optimized dialect grammars can be based on a certainty threshold.

Abstract translation: 这里公开了用于识别语音的系统，计算机实现的方法和计算机可读介质。 该方法包括从用户接收语音，感知所接收到的语音中的至少一个语音方言，基于与所感知的语音方言相关联的至少一个分数，从多个优化的方言语法中选择至少一个语法，以及感知的至少一个 语音方言，并用所选择的至少一种语法识别所接收的语音。 选择至少一个语法可以进一步基于用户简档。 可以混合多种语法。 预定义参数可以包括发音差异，词汇和句子结构。 优化的方言语法可以是域特定的。 该方法还可以包括用通用语法识别初始接收到的语音，直到选择优化的方言语法。 从多个优化方言语法中选择至少一个语法可以基于确定性阈值。