公开(公告)号：US20090248412A1

公开(公告)日：2009-10-01

申请号：US12318429

申请日：2008-12-29

Applicant: Nobuyuki Washio

Inventor： Nobuyuki Washio

IPC: G10L17/00

CPC classification number: H04M3/4936 ,  G10L15/26 ,  G10L17/00 ,  H04M2201/405

Abstract: There is provided an association apparatus for associating a plurality of voice data converted from voices produced by speakers, comprising: a word/phrase similarity deriving section which derives an appearance ratio of a common word/phrase that is common among the voice data based on a result of speech recognition processing on the voice data, as a word/phrase similarity; a speaker similarity deriving section which derives a result of comparing characteristics of voices extracted from the voice data, as a speaker similarity; an association degree deriving section which derives a possibility of the plurality of the voice data, which are associated with one another, based on the derived word/phrase similarity and the speaker similarity, as an association degree; and an association section which associates the plurality of the voice data with one another, the derived association degree of which is equal to or more than a preset threshold.

Abstract translation: 提供了一种关联装置，用于将由扬声器产生的语音转换的多个语音数据相关联，包括：词/短语相似性导出部分，其基于语音数据导出语音数据中公共词/短语的出现比 对语音数据进行语音识别处理的结果，作为单词/短语相似性; 扬声器相似性导出部，其导出将从语音数据提取的声音的特性进行比较的结果作为说话者相似度; 基于所导出的词/短语相似度和说话者相似度，将关联于多个语音数据的可能性的关联度导出部分作为关联度; 以及关联部分，其将多个语音数据彼此相关联，导出的关联度等于或大于预设阈值。

公开(公告)号：US20070037536A1

公开(公告)日：2007-02-15

申请号：US11189294

申请日：2005-07-26

Applicant: Roberto Battaglini ,  Brian Singer

Inventor： Roberto Battaglini ,  Brian Singer

IPC: H04B1/10 ,  H04M9/00

CPC classification number: H04M1/19 ,  G10L15/22 ,  G10L17/04 ,  G10L17/06 ,  G10L25/84 ,  G10L2015/223 ,  H04M1/247 ,  H04M1/6008 ,  H04M1/6033 ,  H04M2201/405 ,  H04M2203/258 ,  H04M2250/74

Abstract: System, method and program for controlling a mute function on a telephone device. While the mute function is active, sound reaching a telephone or other communication device is sensed, and a determination is made if the sound includes a word. If so, an alarm is activated to alert a user that the mute function is active. If not, the alarm is not activated. In accordance with an optional feature of the present invention, speech recognition software is trained to recognize the voice or speech pattern of a specific user, and the alarm is activated only if the word was spoken by the specific user.

Abstract translation: 用于控制电话设备上的静音功能的系统，方法和程序。 当静音功能被激活时，感测达到电话或其他通信设备的声音，并且确定声音是否包括一个单词。 如果是这样，则激活警报以提醒用户静音功能处于活动状态。 如果没有，则报警不被激活。 根据本发明的可选特征，语音识别软件被训练以识别特定用户的语音或语音模式，并且仅当该特定用户说出该单词时才激活该报警。

公开(公告)号：US20060287867A1

公开(公告)日：2006-12-21

申请号：US11155944

申请日：2005-06-17

Applicant: Yan Cheng ,  Changxue Ma

Inventor： Yan Cheng ,  Changxue Ma

IPC: G10L21/00

CPC classification number: H04M3/4936 ,  G10L15/12 ,  G10L2015/223 ,  H04M2201/405

Abstract: A method and apparatus for generating a voice tag (140) includes a means (110) for combining (205) a plurality of utterances (106, 107, 108) into a combined utterance (111) and a means (120) for extraction (210) of the voice tag as a sequence of phonemes having a high likelihood of representing the combined utterance, using a set of stored phonemes (115) and the combined utterance.

Abstract translation: 一种用于生成语音标签（140）的方法和装置包括：用于将多个话语（106,107,108）组合（205）到组合话语（111）中的装置（110）和用于提取的装置（120） 210）作为具有表示组合发音的高可能性的音素序列，使用一组存储的音素（115）和组合的话语。

公开(公告)号：US06885736B2

公开(公告)日：2005-04-26

申请号：US10057508

申请日：2002-01-25

Applicant: Premkumar V. Uppaluru

Inventor： Premkumar V. Uppaluru

IPC: H04M3/493 ,  H04M1/64

CPC classification number: H04M3/4938 ,  H04L67/02 ,  H04M2201/405

Abstract: A system and method provides universal access to voice-based documents containing information formatted using MIME and HTML standards using customized extensions for voice information access and navigation. These voice documents are linked using HTML hyper-links that are accessible to subscribers using voice commands, touch-tone inputs and other selection means. These voice documents and components in them are addressable using HTML anchors embedding HTML universal resource locators (URLs) rendering them universally accessible over the Internet. This collection of connected documents forms a voice web. The voice web includes subscriber-specific documents including speech training files for speaker dependent speech recognition, voice print files for authenticating the identity of a user and personal preference and attribute files for customizing other aspects of the system in accordance with a specific subscriber.

Abstract translation: 系统和方法提供对基于语音的文档的通用访问，该文档包含使用MIME和HTML标准格式化的信息，使用用于语音信息访问和导航的定制扩展。 这些语音文件使用可使用语音命令，触摸音输入和其他选择方式的订户可访问的HTML超链接进行链接。 它们中的这些语音文档和组件可以使用嵌入HTML通用资源定位器（URL）的HTML锚点进行寻址，使其能够通过Internet普遍访问。 这个连接文件的集合形成一个语音网页。 语音网络包括用户特定的文档，包括用于说话者依赖语音识别的语音训练文件，用于认证用户的身份的语音打印文件和个人偏好以及用于根据特定用户定制系统的其他方面的属性文件。

公开(公告)号：US06400806B1

公开(公告)日：2002-06-04

申请号：US09286194

申请日：1999-04-05

Applicant: Premkumar V. Uppaluru

Inventor： Premkumar V. Uppaluru

IPC: H04M164

CPC classification number: H04M3/4938 ,  H04L67/02 ,  H04M2201/405

Abstract: A system and method provides universal access to voice-based documents containing information formatted using MIME and HTML standards using customized extensions for voice information access and navigation. These voice documents are linked using HTML hyper-links that are accessible to subscribers using voice commands, touch-tone inputs and other selection means. These voice documents and components in them are addressable using HTML anchors embedding HTML universal resource locators (URLs) rendering them universally accessible over the Internet. This collection of connected documents forms a voice web. The voice web includes subscriber-specific documents including speech training files for speaker dependent speech recognition, voice print files for authenticating the identity of a user and personal preference and attribute files for customizing other aspects of the system in accordance with a specific subscriber.

Abstract translation: 系统和方法提供对基于语音的文档的通用访问，该文档包含使用MIME和HTML标准格式化的信息，使用用于语音信息访问和导航的定制扩展。 这些语音文件使用可使用语音命令，触摸音输入和其他选择方式的订户可访问的HTML超链接进行链接。 它们中的这些语音文档和组件可以使用嵌入HTML通用资源定位器（URL）的HTML锚点进行寻址，使其能够通过Internet普遍访问。 这个连接文件的集合形成一个语音网页。 语音网络包括用户特定的文档，包括用于说话者依赖语音识别的语音训练文件，用于认证用户的身份的语音打印文件和个人偏好以及用于根据特定用户定制系统的其他方面的属性文件。

公开(公告)号：US6101242A

公开(公告)日：2000-08-08

申请号：US997505

申请日：1997-12-23

Applicant: Alexander I. McAllister ,  Robert D. Farris ,  Michael J. Strauss

Inventor： Alexander I. McAllister ,  Robert D. Farris ,  Michael J. Strauss

IPC: H04M3/22 ,  H04M3/38 ,  H04M3/42 ,  H04M3/533 ,  H04M7/12 ,  H04Q3/00 ,  H04M7/00

CPC classification number: H04Q3/0045 ,  H04M3/38 ,  H04M3/42 ,  H04M3/42017 ,  H04M3/42229 ,  H04M3/533 ,  H04Q3/0029 ,  H04M2201/40 ,  H04M2201/405 ,  H04M2207/12 ,  H04M3/2281 ,  H04M3/382 ,  H04M3/385 ,  H04M3/42059 ,  H04M3/42068 ,  H04M3/42102 ,  H04M3/4211 ,  H04M3/53383 ,  H04M7/06 ,  H04M7/12

Abstract: A telephone network provides personalized services based on voice identification of a person making or receiving a call. For example, when a person initiates a call, the network executes a speaker identification/verification procedure to identify the person as a subscriber. The identification/verification process provides a virtual office equipment number corresponding to the identified subscriber. The central office switch servicing the outgoing call receives this virtual number and uses it to retrieve a service profile associated with the subscriber. The switch provides a personalized telephone service to the subscriber during processing of the call, using the retrieved service profile. The personalized service may include a number of unique features, such as recording call related data together with data about the identification of the person. For home incarceration or the like, the service may entail monitoring speech communications to detect certain designated words and automatically terminate the call.

Abstract translation: 电话网络基于进行或接收呼叫的人的语音识别提供个性化服务。 例如，当个人发起呼叫时，网络执行说话者识别/验证过程，以将用户识别为用户。 识别/验证过程提供对应于所识别的用户的虚拟办公室设备号码。 服务于呼出呼叫的中心局交换机接收该虚拟号码并使用它来检索与用户相关联的服务简档。 交换机在处理呼叫期间使用所检索的服务简档为用户提供个性化的电话服务。 个性化服务可以包括许多独特的特征，诸如记录与呼叫有关的数据以及关于人的身份的数据。 对于家庭监禁等，服务可能需要监视语音通信以检测某些指定的单词并自动终止呼叫。

公开(公告)号：US5659597A

公开(公告)日：1997-08-19

申请号：US216009

申请日：1994-03-22

Applicant: Bernard F. Bareis ,  Peter J. Foster ,  Thomas B. Schalk

Inventor： Bernard F. Bareis ,  Peter J. Foster ,  Thomas B. Schalk

IPC: H04B7/185 ,  H04M3/42 ,  H04M3/493 ,  H04M11/10 ,  H04W4/00 ,  H04W4/18 ,  H04W88/18 ,  H04M1/66 ,  G10L9/08 ,  H04Q7/22

CPC classification number: H04W4/18 ,  H04B7/18567 ,  H04M11/10 ,  H04M3/42204 ,  H04M3/4936 ,  H04W4/00 ,  H04M2201/40 ,  H04M2201/405 ,  H04W88/18

Abstract: An advanced telecommunications system is provided for the recognizing of spoken commands over a cellular telephone, satellite telephone, or personal communications network. In the cellular application, for example, a Speech Recognition System interconnects either internally with or as an external peripheral to a cellular telecommunications switch. The Speech Recognition System includes an administrative subsystem, a call processing subsystem, a speaker-dependent recognition subsystem, a speaker-independent recognition subsystem, and a data storage subsystem. The Speech Recognition System also allows for increased efficiency in the cellular telephone network by integrating with the switch or switches as a shared resource. The administrative subsystem of the Speech Recognition System is used to keep statistical logs of pertinent call information. Pre-recorded instructional messages are stored in the memory of the call processing subsystem for instructing a user on his or her progress in using the system. The speaker-independent recognition subsystem allows the user to interact with the system employing non-user specific functions. User specific functions are controlled with the speaker-dependent recognition subsystem. User specific attributes collected by the recognition subsystems are stored in the data storage subsystem.

Abstract translation: 提供了一种先进的电信系统，用于通过蜂窝电话，卫星电话或个人通信网络识别语音命令。 在蜂窝应用中，例如，语音识别系统在蜂窝电信交换机内部或作为外部外围设备互连。 语音识别系统包括管理子系统，呼叫处理子系统，与扬声器相关的识别子系统，与扬声器无关的识别子系统和数据存储子系统。 语音识别系统还允许通过与交换机或交换机作为共享资源集成来提高蜂窝电话网络的效率。 语音识别系统的管理子系统用于保存相关呼叫信息的统计日志。 预先记录的教学消息存储在呼叫处理子系统的存储器中，用于指示用户在使用系统方面的进展。 与扬声器无关的识别子系统允许用户与采用非用户特定功能的系统交互。 用户特定的功能由与扬声器相关的识别子系统控制。 由识别子系统收集的用户特定属性存储在数据存储子系统中。

公开(公告)号：US12113934B1

公开(公告)日：2024-10-08

申请号：US18626879

申请日：2024-04-04

Applicant: FMR LLC

Inventor： Bryan Dempsey ,  Saquib Ilahi ,  Jenson Joy ,  Nirupam Sarkar ,  Murad Maayah ,  Abigail Parker ,  Meagan Gilbert ,  Derek Kaschl

IPC: H04M3/51 ,  G09B5/02 ,  G10L15/18 ,  G10L15/183 ,  H04M3/42

CPC classification number: H04M3/5175 ,  G09B5/02 ,  G10L15/1815 ,  G10L15/183 ,  H04M3/42221 ,  H04M2201/405 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/403

Abstract: A computer-implemented method is provided for quantitative performance evaluation of a call agent. The method comprises converting an audio recording of a call between the call agent and a customer to a text-based transcript and identifying at least one topic for categorizing the transcript. The method also includes retrieving a set of criteria associated with the topic. Each criterion correlates to a set of predefined questions for interrogating the transcript to evaluate the performance of the call agent with respect to the corresponding criterion. Each question captures a sub-criterion under the corresponding criterion. The method further includes inputting the predefined questions and the transcript into a trained large language model to obtain scores for respective ones of the predefined questions. Each score measures a degree of satisfaction of the performance of the call agent during the call with respect to the sub-criterion captured by the corresponding predefined question.

公开(公告)号：US12028478B2

公开(公告)日：2024-07-02

申请号：US17650868

申请日：2022-02-14

Applicant: CAPITAL ONE SERVICES, LLC

Inventor： Dwij Trivedi ,  Jennifer Lopez

IPC: G10L15/22 ,  G06F3/0481 ,  G10L25/51 ,  G10L25/72 ,  H04M3/22 ,  H04M3/42 ,  H04M3/436

CPC classification number: H04M3/2281 ,  G06F3/0481 ,  G10L15/22 ,  G10L25/51 ,  G10L25/72 ,  H04M3/2218 ,  H04M3/42102 ,  H04M3/42221 ,  H04M3/4365 ,  H04M2201/405

Abstract: Disclosed are methods and systems for voice phishing monitoring. For instance, a method includes receiving voice data of an incoming call to a communication device from an application associated with a user account and executing on the device, identifying an entity and interaction allegedly associated with the incoming call from the voice data, determining first fraud indicator data based on a number of the incoming call and second fraud indicator data based on a correspondence of user account interaction data to the entity and/or interaction, and providing the voice data to a trained machine learning system to receive third fraud indicator data based on content and/or a voice characteristic identified from the voice data. The method may further include determining a status for the incoming call of fraudulent or confirmed based on the first, second, and third fraud indicator data, and generating a notification indicating the status for display.

公开(公告)号：US20230410801A1

公开(公告)日：2023-12-21

申请号：US18208367

申请日：2023-06-12

Applicant: LIVEPERSON, INC.

Inventor： Amit Mishra

IPC: G10L15/22 ,  H04M3/58 ,  H04M3/51 ,  H04M3/42 ,  G10L15/18 ,  G10L15/06 ,  G10L15/30

CPC classification number: G10L15/22 ,  H04M3/58 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/42221 ,  G06F9/451 ,  G10L15/063 ,  G10L15/30 ,  H04M2201/405 ,  H04M2242/08 ,  G10L2015/0635 ,  G10L15/18

Abstract: The present disclosure relates generally to systems, methods, instructions, and other aspects describing automated transcription and associated script generation. In one aspect, a method includes facilitating a voice bot segment of a two-way communication session, where the voice bot segment is between a customer device and a non-human bot agent, and transfer of the session to a human agent device as part of a human voice segment of the two-way communication session, wherein the transfer occurs following a failure of the non-human bot agent to resolve a customer issue. Accessing survey data describing the two-way communication session, wherein the survey data is associated with successful resolution of the customer issue and automatically processing transcript data from the two-way communication with the survey data to identify language data from the transcript associated with resolution of the customer issue. The non-human bot agent is then dynamically updated using the language data.