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公开(公告)号：US10229676B2
公开(公告)日：2019-03-12
申请号：US13646303
申请日：2012-10-05
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Keith Ponting , Valentine C. Matula
Abstract: Methods and systems for identifying specified phrases within audio streams are provided. More particularly, a phrase is specified. An audio stream is them monitored for the phrase. In response to determining that the audio stream contains the phrase, verification from a user that the phrase was in fact included in the audio stream is requested. If such verification is received, the portion of the audio stream including the phrase is recorded. The recorded phrase can then be applied to identify future instances of the phrase in monitored audio streams.
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公开(公告)号：US10141011B2
公开(公告)日：2018-11-27
申请号：US14257649
申请日：2014-04-21
Applicant: Avaya Inc.
Inventor： Rein Sikveland , David Zeitlyn , Keith Ponting
Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for analyzing a conversation between a plurality of participants. In a particular embodiment, a method provides determining a first speaker from the plurality of participants and determining a second speaker from the plurality of participants. The method further provides determining a first plurality of turns comprising portions of the conversation when the first speaker is speaking and determining a second plurality of turns comprising portions of the conversation when the second speaker is speaking. The method further provides determining a characterization for quality of the conversation based on gaps between turns of the first plurality of turns and turns of the second plurality of turns.
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公开(公告)号：US09595264B2
公开(公告)日：2017-03-14
申请号：US14506955
申请日：2014-10-06
Applicant: Avaya Inc.
Inventor： John Jacob , Keith Ponting , Wendy J. Holmes
CPC classification number: G10L19/00 , G10L15/08 , G10L25/51 , H04M3/4936
Abstract: To detect events in an audio stream, frames of an audio signal (e.g., frames generated by a codec for a voice call or music stream) are received. Based on information in the frames, an index is used to look up an entry in a table associated with the codec. Each entry in the table indicates a likelihood that a frame matches a sound model element. The likelihood is used in the search for a sound bite, word, and/or phrase in the audio signal. The process of dynamic programming is used to find the combined likelihood for a match of the word, phrase, and/or sound bite to a region of the audio stream. Upon detection of the word, phrase, and/or sound bite in the audio stream, an event is generated, such as, notifying a person or logging the event in a database.
Abstract translation: 为了检测音频流中的事件，接收音频信号的帧（例如，用于语音呼叫或音乐流的编解码器产生的帧）。 基于帧中的信息，使用索引来查找与编解码器相关联的表中的条目。 表中的每个条目表示帧与声音模型元素匹配的可能性。 可能性用于在音频信号中搜索声音咬合，单词和/或短语。 使用动态编程的过程来找到词，短语和/或声音咬合到音频流的区域的组合似然性。 当检测到音频流中的单词，短语和/或声音咬合时，生成事件，例如通知人或将数据记录在数据库中。
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公开(公告)号：US20160105543A1
公开(公告)日：2016-04-14
申请号：US14512622
申请日：2014-10-13
Applicant: Avaya Inc.
Inventor： Keith Ponting , David Skiba , Valentine C. Matula
CPC classification number: H04M3/2227 , H04L65/403 , H04L65/80 , H04M3/2209 , H04M3/36 , H04M3/5175 , H04M7/0072 , H04M7/1205 , H04M2203/404 , H04M2203/406
Abstract: In order to detect a specific codec sequence being used, a signal that is based on a codec sequence is analyzed. The signal is analyzed to determine if there is a pattern in the signal. A pattern of a codec sequence can be a unique pattern of frames, frequencies and/or frequency ranges that are generated based on a specific codec sequence. The pattern is compared to one or more previously stored patterns of codec sequences to see if there is a match. If there is a match, an event is generated. For example, if a known codec sequence that has a poor signal quality is determined to be in use for a voice call, the parties may be notified that the call is likely to be a low quality voice call.
Abstract translation: 为了检测正在使用的特定编解码器序列，分析基于编解码器序列的信号。 分析信号以确定信号中是否存在图案。 编解码器序列的模式可以是基于特定编解码器序列生成的帧，频率和/或频率范围的唯一模式。 将该模式与一个或多个先前存储的编解码器序列的模式进行比较，以查看是否存在匹配。 如果有匹配，则会生成事件。 例如，如果确定具有差的信号质量的已知编解码器序列正在用于语音呼叫，则可以通知各方该呼叫可能是低质量语音呼叫。
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公开(公告)号：US20160098999A1
公开(公告)日：2016-04-07
申请号：US14506955
申请日：2014-10-06
Applicant: Avaya Inc.
Inventor： John Jacob , Keith Ponting , Wendy J. Holmes
IPC: G10L19/00
CPC classification number: G10L19/00 , G10L15/08 , G10L25/51 , H04M3/4936
Abstract: To detect events in an audio stream, frames of an audio signal (e.g., frames generated by a codec for a voice call or music stream) are received. Based on information in the frames, an index is used to look up an entry in a table associated with the codec. Each entry in the table indicates a likelihood that a frame matches a sound model element. The likelihood is used in the search for a sound bite, word, and/or phrase in the audio signal. The process of dynamic programming is used to find the combined likelihood for a match of the word, phrase, and/or sound bite to a region of the audio stream. Upon detection of the word, phrase, and/or sound bite in the audio stream, an event is generated, such as, notifying a person or logging the event in a database.
Abstract translation: 为了检测音频流中的事件，接收音频信号的帧（例如，用于语音呼叫或音乐流的编解码器产生的帧）。 基于帧中的信息，使用索引来查找与编解码器相关联的表中的条目。 表中的每个条目表示帧与声音模型元素匹配的可能性。 可能性用于在音频信号中搜索声音咬合，单词和/或短语。 使用动态编程的过程来找到词，短语和/或声音咬合到音频流的区域的组合似然性。 当检测到音频流中的单词，短语和/或声音咬合时，生成事件，例如通知人或将数据记录在数据库中。
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Patent Agency Ranking
公开(公告)号：US20150319305A1
公开(公告)日：2015-11-05
申请号：US14268966
申请日：2014-05-02
Applicant: Avaya, Inc.
Inventor： Valentine C. Matula , Keith Ponting
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M3/2218 , H04M3/42221 , H04M3/51 , H04M3/5133
Abstract: Agents of a contact center often encounter conversational delays when speaking with a customer. These delays may be introduced by transmission delays, which include the distance between the agent and the customer, and processing delays, such as those introduced by systems and processes within a contact center. By providing an agent with information based on the amount of the delay, the agent can be prompted to overtalk the customer by a target amount. As a result, the customer may experience a more natural conversation with the agent. Furthermore, if a customer prefers more or less of a delay, such as based on their cultural norms, the delay may be modified to account for those cultural norms and better accommodate the conversational preferences of a diverse customer base.
Abstract translation: 当与客户交谈时，联络中心的代理人经常遇到会话延迟。 这些延迟可以通过传输延迟（包括代理和客户之间的距离）以及处理延迟（例如由联络中心内的系统和过程引入的延迟）引入。 通过向代理人提供基于延迟量的信息，可以提示代理人将客户超过目标数量。 因此，客户可能会与代理人进行更自然的对话。 此外，如果客户喜欢或多或少的延迟，例如基于其文化规范，可以修改延迟以解释这些文化规范，并更好地适应不同客户群的对话偏好。
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公开(公告)号：US20150302868A1
公开(公告)日：2015-10-22
申请号：US14257649
申请日：2014-04-21
Applicant: Avaya Inc.
Inventor： Rein Sikveland , David Zeitlyn , Keith Ponting
Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for analyzing a conversation between a plurality of participants. In a particular embodiment, a method provides determining a first speaker from the plurality of participants and determining a second speaker from the plurality of participants. The method further provides determining a first plurality of turns comprising portions of the conversation when the first speaker is speaking and determining a second plurality of turns comprising portions of the conversation when the second speaker is speaking. The method further provides determining a characterization for quality of the conversation based on gaps between turns of the first plurality of turns and turns of the second plurality of turns.
Abstract translation: 本文公开的实施例提供用于分析多个参与者之间的对话的系统，方法和计算机可读介质。 在特定实施例中，一种方法提供从多个参与者确定第一说话者并从多个参与者确定第二发言者。 该方法进一步提供了当第一说话者正在说话时确定包括对话部分的第一多个匝数，并且当第二说话人在说话时确定包括会话的部分的第二组匝数。 该方法进一步提供基于第一多个匝数和匝数之间的间隙来确定对话质量的表征。
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公开(公告)号：US20170004178A1
公开(公告)日：2017-01-05
申请号：US14788452
申请日：2015-06-30
Applicant: Avaya Inc.
Inventor： Keith Ponting , Wendy J. Holmes , David Skiba , Ajita John
CPC classification number: G06F16/24575 , G06F16/24578 , G06F16/685 , G06F16/951 , G06F16/9535 , G06F17/241 , G06F17/278 , G10L15/1822 , G10L15/26 , H04M3/56 , H04M2201/40 , H04M2203/552
Abstract: Conferences comprise a number of listening, viewing, and/or speaking participants. A conference participant may ask a question or make a statement that can be answered or verified against an authoritative source. A reference validity checker is provided to receive the conference content, recorded or in real-time, determine that a question or statement was made that can be answered or verified, query a knowledgebase, and present indicia of the response. The indicia may be an indicator (e.g., true/false, verified, etc.) and/or a link to a source, such as a particular entry in a knowledgebase. The knowledgebase may be selected from internal sources or external sources depending on factors, such as the type of question/statement or topic associated therewith. The indicia may annotate a transcript or recording of the conference so that a subsequent review may have the ability to locate the source of the answer/response as desired.
Abstract translation: 会议包括一些聆听，观看和/或演讲的参与者。 会议参与者可以向权威人士提出问题或提出可以回答或验证的声明。 提供参考有效性检查器以接收记录或实时的会议内容，以确定可以回答或验证的问题或陈述，查询知识库以及呈现响应的标记。 标记可以是指示符（例如，真/假，验证等）和/或到源的链接，例如知识库中的特定条目。 知识库可以根据诸如与其相关联的问题/陈述或主题的类型等因素从内部来源或外部来源中选择。 标记可以注释会议的记录或记录，以便随后的审查可以具有根据需要定位答复/响应的来源的能力。
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公开(公告)号：US09491293B2
公开(公告)日：2016-11-08
申请号：US14985029
申请日：2015-12-30
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Keith Ponting
CPC classification number: H04M3/5175 , H04M3/2218 , H04M3/42221 , H04M3/51 , H04M3/5133
Abstract: Agents of a contact center often encounter conversational delays when speaking with a customer. These delays may be introduced by transmission delays, which include the distance between the agent and the customer, and processing delays, such as those introduced by systems and processes within a contact center. By providing an agent with information based on the amount of the delay, the agent can be prompted to overtalk the customer by a target amount. As a result, the customer may experience a more natural conversation with the agent. Furthermore, if a customer prefers more or less of a delay, such as based on their cultural norms, the delay may be modified to account for those cultural norms and better accommodate the conversational preferences of a diverse customer base.
Abstract translation: 当与客户交谈时，联络中心的代理人经常遇到会话延迟。 这些延迟可以通过传输延迟（包括代理和客户之间的距离）以及处理延迟（例如由联络中心内的系统和过程引入的延迟）引入。 通过向代理人提供基于延迟量的信息，可以提示代理人将客户超过目标数量。 因此，客户可能会与代理人进行更自然的对话。 此外，如果客户喜欢或多或少的延迟，例如基于其文化规范，可以修改延迟以解释这些文化规范，并更好地适应不同客户群的对话偏好。
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公开(公告)号：US20160301803A1
公开(公告)日：2016-10-13
申请号：US14682312
申请日：2015-04-09
Applicant: Avaya Inc.
Inventor： Keith Ponting , Wendy J. Holmes , David Skiba
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M2201/40 , H04M2201/41 , H04M2203/401 , H04M2203/402
Abstract: An event associated with a communication session between a first party and a second party is detected. The event is related to the communication session. For example, the event may be a phrase spoken in the communication session or a presentation of a call progression screen to a contact center agent. At this point, the communication session is analyzed for a period of non-communication that meets a defined threshold during a monitoring period associated with the event. If a period of non-communication is detected that is longer than the threshold during the monitoring period, the period of non-communication is flagged. The flagged period of non-communication can then be used to evaluate how a contact center agent is performing.
Abstract translation: 检测与第一方和第二方之间的通信会话相关联的事件。 该事件与通信会话有关。 例如，事件可以是在通信会话中说出的短语或呼叫进行屏幕到联络中心代理的呈现。 在这一点上，在与该事件相关联的监视期间期间，分析满足定义的阈值的非通信周期的通信会话。 如果在监视期间检测到长于阈值的非通信周期，则标记非通信的周期。 然后可以使用非通信标记的时间段来评估联络中心代理如何执行。
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