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公开(公告)号：US11902472B2
公开(公告)日：2024-02-13
申请号：US17828141
申请日：2022-05-31
CPC分类号： H04M7/0084 , H04L41/16 , H04M3/42221 , H04M7/0066 , H04M2201/40
摘要： In one embodiment, a device obtains call transcripts from an online application. The device detects cues within the call transcripts that are indicative of poor user experience. The device generates, based in part on the cues detected within the call transcripts, a model trained to predict poor user experience from network path telemetry for the online application. The device causes traffic for the online application to be routed along a particular network path, based on a prediction by the model.
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公开(公告)号：US11895266B2
公开(公告)日：2024-02-06
申请号：US17675217
申请日：2022-02-18
申请人： DSI-ITI, Inc.
CPC分类号： H04M3/42221 , H04M3/2281 , H04M3/568 , H04M11/10 , H04M1/656 , H04M2201/40 , H04M2201/60 , H04M2250/74
摘要： A system for detecting three-way calls in a monitored telephone conversation includes a speech recognition processor that transcribes the monitored telephone conversation and associates characteristics of the monitored telephone conversation with a transcript thereof, a database to store the transcript and the characteristics associated therewith, and a three-way Call detection processor to analyze the characteristics of the conversation and to detect therefrom the addition of one or more parties to the conversation. The system preferably includes at least one domain-specific language model that the speech recognition processor utilizes to transcribe the conversation. The system may operate in real-time or on previously recorded conversations. A query and retrieval system may be used to retrieve and review call records from the database.
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公开(公告)号：US20230388413A1
公开(公告)日：2023-11-30
申请号：US18448675
申请日：2023-08-11
申请人： Twilio Inc.
发明人： Tyler Cole , Eduardo Pardo San Llorente , Sahil Kumar , Byeongung Ahn , Elaine Lee , Nicolas Acosta Amador , Pablo Pérez Diez
IPC分类号： H04M3/42 , G06N20/00 , G10L15/26 , H04M3/51 , G06F40/279
CPC分类号： H04M3/42221 , G06N20/00 , G10L15/26 , H04M3/5175 , H04M3/5141 , G06F40/279 , H04M2201/42 , H04M2201/40 , H04M2203/552 , H04M2203/301 , G06F40/30
摘要： Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.
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公开(公告)号：US20230385354A1
公开(公告)日：2023-11-30
申请号：US18447294
申请日：2023-08-09
申请人： Google LLC
IPC分类号： G06F16/9537 , G06F16/951 , G06F16/2457 , H04M3/493 , G06F16/957 , G06F16/953 , H04M1/72445
CPC分类号： G06F16/9537 , G06F16/951 , G06F16/24578 , H04M3/4931 , G06F16/957 , G06F16/953 , H04M1/72445 , H04M3/4935 , H04M2201/40 , G10L15/25
摘要： In general, the subject matter described in this specification can be embodied in methods, systems, and program products for providing search results automatically to a user of a computing device. A spoken input provided by a user to a computing device is received. The spoken input is transmitted to a computer server system that is remote from the computing device. Search result information that is responsive to the spoken input is receiving by the computing device and in response to the transmitted spoken input. An alert is provided to the user that the device will connect the user to a target of the search result information if the user does not intervene to stop the connecting of the user. The user is connected to the target of the search result information based on a determination that the user has not intervened to stop the connecting of the user.
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公开(公告)号：US20230344937A1
公开(公告)日：2023-10-26
申请号：US18336677
申请日：2023-06-16
申请人： Gridspace Inc.
发明人： Anthony Scodary , Nicolas Benitez
IPC分类号： H04M3/51
CPC分类号： H04M3/5175 , H04M2201/40 , H04M2203/401
摘要： An alert generator in a communication system for processing a call includes at least one machine learning model generating call classifiers from outputs of an audio signal processor and a natural language processor configure to operate on the call. Heuristic logic is configured to transform the call classifiers into a plurality of weighted sub-metrics for the call, and aggregate normalized Gaussian logic is configured to transform the weighted sub-metrics into a metric control. A threshold analyzer is configured to generate an alert signal to the communication system based on the metric control meeting a condition.
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公开(公告)号：US11785145B2
公开(公告)日：2023-10-10
申请号：US17446552
申请日：2021-08-31
申请人： Twilio Inc.
发明人： Jeff Lawson , John Wolthuis , Evan Cooke
IPC分类号： H04M7/00 , H04M3/51 , H04M3/523 , H04M1/247 , H04M3/36 , H04M3/42 , H04M15/34 , G06F9/50 , H04L61/256 , H04L47/125 , H04L65/1016 , H04L67/10 , H04L67/1008
CPC分类号： H04M7/0033 , G06F9/505 , G06F9/5077 , G06F9/5083 , H04L47/125 , H04L61/2564 , H04L65/1016 , H04L67/10 , H04L67/1008 , H04M1/2473 , H04M3/36 , H04M3/367 , H04M3/42323 , H04M3/51 , H04M3/5158 , H04M3/523 , H04M3/5235 , H04M7/006 , H04M15/34 , H04M2201/39 , H04M2201/40 , Y02D10/00
摘要： A method and system for operating a multitenancy telephony system including receiving a plurality of call requests associated with an application server; selecting a subset of the received call requests using a load balancer; assigning each selected call request to one of a plurality of resources creating, on the assigned resource, a call session for each selected call request; and coordinating the created call sessions resulting from the selected subset of the received call requests associated with the application server.
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公开(公告)号：US11785137B2
公开(公告)日：2023-10-10
申请号：US17468189
申请日：2021-09-07
申请人： Echo SmartLab GmbH
CPC分类号： H04M3/42042 , G10L15/07 , G10L15/187 , G10L15/1815 , H04M1/64 , G10L2015/223 , H04M2201/40 , H04M2201/41
摘要： A system and method for providing call sessions between personal communication devices (PCDs) of sender users and recipient users are described. The system includes one or more voice communication domains (VCDs) interacting with each other, and a cross-domain coordinator configured to coordinate interaction between the voice communication domains over the Global Communication Network. Each VCD includes PCDs associated with the corresponding users, and a voice communication server (VCS) deployed within the voice communication domain. The VCS is configured to control operation of the PCDs verbally by user voice commands, and to provide call sessions between a sender user and a recipient user within the same voice communication domain and between the users of different voice communication domains. Initiation of the call sessions can be carried out either by voice commands to the VCS of the system, or by delivering a voice call proposal of the caller user for voice communication directly to the recipient in a natural manner.
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公开(公告)号：US11741963B2
公开(公告)日：2023-08-29
申请号：US16147029
申请日：2018-09-28
申请人： Ultratec, Inc.
CPC分类号： G10L15/26 , G10L15/01 , H04M1/2475 , G10L15/1815 , G10L25/48 , G10L25/60 , H04M3/42391 , H04M2201/40 , H04M2201/60 , H04M2203/2061
摘要： A method and system for providing captioned telephone service, the method comprising the steps of, initiating a first captioned telephone service call, during the first captioned telephone service call, creating a first set of captions using a call assistant, simultaneous with creating the first set of captions using a call assistant, creating a second set of captions using an automated speech recognition engine, comparing the first set of captions and the second set of captions using a scoring algorithm based on errors between the first and second sets of captions to generate a score for the second set of captions, in response to the score being within a predetermined threshold range, continuing the call using only the automated speech recognition engine to generate text and in response to the score being outside of the predetermined threshold range, continuing the call using a call assistant to generate captions.
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公开(公告)号：US11736609B2
公开(公告)日：2023-08-22
申请号：US17182110
申请日：2021-02-22
申请人： JoshCo Tech, LLC
CPC分类号： H04M3/493 , G06F3/167 , G10L15/22 , H04M3/5166 , G10L2015/223 , G10L2015/225 , H04M2201/40 , H04M2201/42 , H04M2250/60
摘要： Certain aspects of the present disclosure provide a system for obtaining electronic data from a network server accessible. The system comprises a communication device to electronically access an automated phone system via a telephone number and a memory circuit that stores a configuration file and a log file. The system further comprises a processor that identifies a record that includes a unique identifier for an entity and data to compare with corresponding data from the automated phone system. The processor is further configured to access and navigate the phone menu based on the configuration file and input a unique sequence of digits based on the instructions in the configuration file. The processor is also configured to obtain an audio message from the automated phone system, convert the audio message to a corresponding text message, and determine whether the corresponding text message indicates an error or includes the corresponding data.
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公开(公告)号：US11677871B2
公开(公告)日：2023-06-13
申请号：US17743126
申请日：2022-05-12
申请人： GOOGLE LLC
IPC分类号： H04M3/428 , H04M1/82 , H04M1/72436
CPC分类号： H04M3/4286 , H04M1/72436 , H04M1/82 , H04M3/4285 , H04M2201/40
摘要： Automated monitoring of a voice communication session, when the session is in an on hold status, to determine when the session is no longer in the on hold status. When it is determined that the session is no longer in the on hold status, user interface output is rendered that is perceptible to a calling user that initiated the session, and that indicates that the on hold status of the session has ceased. In some implementations, an audio stream of the session can be monitored to determine, based on processing of the audio stream, a candidate end of the on hold status. In response, a response solicitation signal is injected into an outgoing portion of the audio. The audio stream can be further monitored for a response (if any) to the response solicitation signal. The response (if any) can be processed to determine whether the end of the on hold status is an actual end of the on hold status.
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