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公开(公告)号：US10769204B2
公开(公告)日：2020-09-08
申请号：US16736901
申请日：2020-01-08
Inventor： Rivarol Vergin , Jason Anthony McDowell , Emma Ehrhardt , Adam Paugh
Abstract: A system and method are presented for unsupervised discovery of similar audio events collected from an automated dialing campaign. Locality Sensitive Hashing (LSH) is used to search for similar audio clips within a large dataset of audio recordings. A database is queried for possible matches between an unknown audio clip and any reference carrier audio message present in the database. The database is updated when new, or changed, carrier audio messages are detected.
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公开(公告)号：US10747407B2
公开(公告)日：2020-08-18
申请号：US16229027
申请日：2018-12-21
Inventor： Christopher Carl Highman , Kyle Duke , Guysung Kim , Armando Luja , Michael J. Weldy , Kevin Wiegand
IPC: H04L12/24 , G06F8/77 , G06F21/10 , G06F3/0484 , G06F9/451 , G06F9/54 , G06F40/14 , G06Q30/00 , G06F21/62 , H04L29/08
Abstract: A system and method are presented for delivering modular tools through a cloud-based remote computing environment. Users may create and customize extensions to the modular tools for integration with the product system without requiring change to product. Using a script tag added to a website, a user is able to install the modular tool to a website. The modular tool extensions are able to directly communicate with handlers and websites and are able to become directly integrated with a premises-based product. This may be done through a multiplexed API exposed to the modular tool extensions that directly couples them to the premises-based product. The modular tools are able to be configured in the premises-based product, however they are hosted in the cloud and as such, the premises-based product is able to receive continuous integration and deployment from the cloud.
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公开(公告)号：US10681216B2
公开(公告)日：2020-06-09
申请号：US15727480
申请日：2017-10-06
Inventor： Ranjeet Saini , Partha Pratim Roy , Vikas Srivastava
Abstract: Technologies for managing unresolved customer interactions in a support call management system are disclosed, including receiving a support call from a customer; identifying a customer and a support call type; retrieving historical interaction data associated with the customer; determining subsequent to having determined that historical interaction data associated with the customer includes other support calls, whether the other support calls are related to the received support call based in part on the historical interaction data and the support call type; determining whether to transmit the support call to an agent, an expert, or a supervisor as a function of at least one characteristic of the other support calls; and placing the support call into a support call queue as a function of the determination of whether the support call is to be transmitted to one of the agent, the expert, or the supervisor.
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公开(公告)号：US20200059559A1
公开(公告)日：2020-02-20
申请号：US16664907
申请日：2019-10-27
Inventor： Arnon Mazza , Avraham Faizakof , Amir Lev-Tov , Tamir Tapuhi , Yochai Konig
Abstract: A system and method are presented for dialogue tree generation. The dialogue tree may be used for generating a chatbot. Similar phrases from phrases comprising the interactions between a first party and a second party are group together from the first party of a cluster. For each group of similar phrases, percentages are determined and compared against a threshold occurrence rate. Anchors are generated and used in alignment in the determination of dialogue flows. Topic-specific dialogue trees may be determined from the dialogue flows. The topic-specific dialogue trees may be modified to generate a deterministic dialogue tree.
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公开(公告)号：US10567587B2
公开(公告)日：2020-02-18
申请号：US15714869
申请日：2017-09-25
Inventor： Paul Segre , Gordon Bell , Brian Bischoff , Donald Huovinen , Herbert Willi Artur Ristock
IPC: G06F15/173 , H04M3/523 , H04L29/08
Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.
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Patent Agency Ranking
26.发明申请公开(公告)号：US20190392815A1
公开(公告)日：2019-12-26
申请号：US16448384
申请日：2019-06-21
Inventor： Elluru Veera Raghavendra , Aravind Ganapathiraju
Abstract: A system and method are presented for F0 transfer learning for improving F0 prediction with deep neural network models. Larger models are trained using long short-term memory (LSTM) and multi-layer perceptron (MLP) feed-forward hidden layer modeling. The fundamental frequency values for voiced and unvoiced segments are identified and extracted from the larger models. The values for voiced regions are transferred and applied to training a smaller model and the smaller model is applied in the text to speech system for real-time speech synthesis output.
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公开(公告)号：US10446135B2
公开(公告)日：2019-10-15
申请号：US15837980
申请日：2017-12-11
Inventor： Avraham Faizakof , Yoni Lev , Amir Lev-Tov , Yochai Konig
Abstract: A method for detecting and categorizing topics in a plurality of interactions includes: extracting, by a processor, a plurality of fragments from the plurality of interactions; filtering, by the processor, the plurality of fragments to generate a filtered plurality of fragments; clustering, by the processor, the filtered fragments into a plurality of base clusters; and clustering, by the processor, the plurality of base clusters into a plurality of hyper clusters.
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公开(公告)号：US10419614B2
公开(公告)日：2019-09-17
申请号：US15865167
申请日：2018-01-08
Inventor： Hardik Modi , Nikolay Korolev , Herbert Willi Artur Ristock , Conor McGann , Jeffery Karas , Graeme Provan
Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
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公开(公告)号：US10382625B2
公开(公告)日：2019-08-13
申请号：US15896012
申请日：2018-02-13
Inventor： Vitaly Y. Barinov
IPC: H04M3/51
Abstract: A system and method for aggregating state information in a contact center. Agent-owner nodes aggregate state information for the agents they own, and, upon request from a client-side adapter, provide partial agent-group state information to the client side adapter. The client-side adapter aggregates the partial agent-group state information to form full agent-group state information and provides this full agent-group state information to clients upon request.
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公开(公告)号：US20190236101A1
公开(公告)日：2019-08-01
申请号：US16378452
申请日：2019-04-08
Inventor： Srinath Cheluvaraja , Ananth Nagaraja Iyer , Felix Immanuel Wyss
IPC: G06F16/683 , G10L25/51
CPC classification number: G06F16/683 , G10L25/51
Abstract: A system and method are presented for optimization of audio fingerprint search. In an embodiment, the audio fingerprints are organized into a recursive tree with different branches containing fingerprint sets that are dissimilar to each other. The tree is constructed using a clustering algorithm based on a similarity measure. The similarity measure may comprise a Hamming distance for a binary fingerprint or a Euclidean distance for continuous valued fingerprints. In another embodiment, each fingerprint is stored at a plurality of resolutions and clustering is performed hierarchically. The recognition of an incoming fingerprint begins from the root of the tree and proceeds down its branches until a match or mismatch is declared. In yet another embodiment, a fingerprint definition is generalized to include more detailed audio information than in the previous definition.
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