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公开(公告)号：US09934305B2
公开(公告)日：2018-04-03
申请号：US14169211
申请日：2014-01-31
发明人： Kevin Vlack , Felix Immanuel Wyss
IPC分类号： G06F17/30 , G10L25/54 , G10L19/018 , H03M7/30 , H04M3/51
CPC分类号： G06F17/30595 , G06F17/30743 , G10L19/018 , G10L25/54 , H03M7/3059 , H03M7/3066 , H03M7/3082 , H04M3/5158 , H04M2203/2027
摘要： Systems and methods for the matching of datasets, such as input audio segments, with known datasets in a database are disclosed. In an illustrative embodiment, the use of the presently disclosed systems and methods is described in conjunction with recognizing known network message recordings encountered during an outbound telephone call. The methodologies include creation of a ternary fingerprint bitmap to make the comparison process more efficient. Also disclosed are automated methodologies for creating the database of known datasets from a larger collection of datasets.
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公开(公告)号：US09843680B1
公开(公告)日：2017-12-12
申请号：US15279038
申请日：2016-09-28
CPC分类号： H04M3/5175 , G06F17/2785 , G10L15/26 , H04M3/42221 , H04M3/5158 , H04M3/5166 , H04M3/5191 , H04M3/523 , H04M2203/401
摘要： A system and method are presented for the use of natural language processing to automate the disposition of completed interactions in an environment such as a contact center system. Communications may be inbound or outbound. A communication is received or placed by the contact center system and processed through the contact center system. After the interaction of the communication and the contact center is completed, data from the completed interaction may be processed through an automated customer interaction disposition system. Transcript data from the interaction may be processed through an NLP engine to generate data from the interaction. The data may then be automatically matched with a disposition/wrap-up code for the interaction.
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公开(公告)号：US09679556B2
公开(公告)日：2017-06-13
申请号：US13974123
申请日：2013-08-23
CPC分类号： G10L15/063
摘要： A system and method are presented for selectively biased linear discriminant analysis in automatic speech recognition systems. Linear Discriminant Analysis (LDA) may be used to improve the discrimination between the hidden Markov model (HMM) tied-states in the acoustic feature space. The between-class and within-class covariance matrices may be biased based on the observed recognition errors of the tied-states, such as shared HMM states of the context dependent tri-phone acoustic model. The recognition errors may be obtained from a trained maximum-likelihood acoustic model utilizing the tied-states which may then be used as classes in the analysis.
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公开(公告)号：US09672815B2
公开(公告)日：2017-06-06
申请号：US13554937
申请日：2012-07-20
CPC分类号： G10L15/08 , G10L15/142 , G10L2015/088
摘要： A system and method are presented for real-time speech analytics in the speech analytics field. Real time audio is fed along with a keyword model, into a recognition engine. The recognition engine computes the probability of the audio stream data matching keywords in the keyword model. The probability is compared to a threshold where the system determines if the probability is indicative of whether or not the keyword has been spotted. Empirical metrics are computed and any false alarms are identified and rejected. The keyword may be reported as found when it is deemed not to be a false alarm and passes the threshold for detection.
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公开(公告)号：US20170109345A1
公开(公告)日：2017-04-20
申请号：US14883962
申请日：2015-10-15
发明人： Scott P. Bauer , James R. Ullyot
IPC分类号： G06F17/28 , G06F3/0484 , G10L15/00 , G10L13/04 , G10L15/22
CPC分类号： G06F3/04842 , G06F3/04847 , G10L15/22 , H04M3/493 , H04M2201/39 , H04M2203/2061 , H04M2203/355
摘要： A system and method are presented for multi-language communication sequencing. Communication flows may support one or more languages, which may need to be created, removed, or edited. During sequence editing, prompts, data, expressions, pauses, and text-to-speech may be added. This may be done through the use of inline-selectors, which comprise a prompt or TTS, or through the use of dialogs, which may also provide error feedback. A main sequence may be capable of handling multiple languages which are supported and managed independent of each other.
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6.发明申请SYSTEM AND METHOD FOR OUTLIER IDENTIFICATION TO REMOVE POOR ALIGNMENTS IN SPEECH SYNTHESIS 有权用于在语音合成中移除不良对齐的外部识别的系统和方法公开(公告)号：US20160365085A1
公开(公告)日：2016-12-15
申请号：US14737080
申请日：2015-06-11
IPC分类号： G10L13/08
摘要： A system and method are presented for outlier identification to remove poor alignments in speech synthesis. The quality of the output of a text-to-speech system directly depends on the accuracy of alignments of a speech utterance. The identification of mis-alignments and mis-pronunciations from automated alignments may be made based on fundamental frequency methods and group delay based outlier methods. The identification of these outliers allows for their removal, which improves the synthesis quality of the text-to-speech system.
摘要翻译： 提出了一种系统和方法，用于异常值识别，以消除语音合成中的不良对准。 文本到语音系统的输出质量直接取决于语音语音对齐的准确性。 可以基于基本频率方法和基于组延迟的异常方法来识别自动比对的误排列和错误发音。 识别这些异常值允许它们的去除，这提高了文本到语音系统的综合质量。
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公开(公告)号：US09509847B2
公开(公告)日：2016-11-29
申请号：US14580547
申请日：2014-12-23
CPC分类号： H04M3/5233 , H04M3/493 , H04M3/5166 , H04M2203/2061 , H04M2203/408 , H04M2242/12
摘要： A system and method are presented for language specific routing. Language assignment may be used to efficiently route inbound interactions in a contact center. The inbound interaction's original location may be determined and assigned a language based on the location of the interaction. The interaction is assigned a language tag that can be referenced throughout routing. The interaction may be routed to the appropriate endpoints within the system based on the language tag.
摘要翻译： 提出了一种用于语言特定路由的系统和方法。 语言分配可用于有效地路由联络中心中的入站交互。 入站互动的原始位置可以根据交互的位置确定并分配一种语言。 交互被分配一个可以在整个路由中引用的语言标签。 可以基于语言标签将交互路由到系统内的适当端点。
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公开(公告)号：US20160337353A1
公开(公告)日：2016-11-17
申请号：US14708933
申请日：2015-05-11
发明人： Benjamin J. Coats
CPC分类号： H04W12/06 , G06F21/33 , G06F21/35 , G06F21/40 , G06F2221/2111 , G06F2221/2117 , H04L63/0807 , H04W12/00502 , H04W12/00503
摘要： A system and method are presented for multi-factor authentication comprising the authentication of users, physical locations, and schedules. A combination of the physical location of a user and user devices can be utilized to bypass multi-factor authentication. Devices may be GPS-enabled and/or network connected in order to determine the location of the device and if the device and the credentials are within the authorized location. Scheduling factors may also be considered such that if a user is not within a particular space-time region, multi-factor authentication may not be by-passed. Time intervals may be approved based on authorized schedules for a location, authorized schedules for a device, and authorized schedules for the credentials.
摘要翻译： 提出了一种用于多因素认证的系统和方法，其包括用户认证，物理位置和时间表。 可以利用用户和用户设备的物理位置的组合来绕过多因素认证。 设备可以是启用GPS的和/或网络连接的，以便确定设备的位置，以及设备和证书是否在授权位置内。 也可以考虑调度因素，使得如果用户不在特定的时空区域内，则可能不会绕过多因素认证。 可以根据位置的授权计划，设备的授权计划和凭证的授权计划来批准时间间隔。
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9.发明申请公开(公告)号：US20160173692A1
公开(公告)日：2016-06-16
申请号：US14862477
申请日：2015-09-23
CPC分类号： H04M3/5175 , G06Q10/0639 , G06Q10/067 , H04M3/5233 , H04M3/5238 , H04M2203/402
摘要： A system and method are presented for generating staffing requirements for deferred work in a contact center environment. In an embodiment, a simulation of deferred work performance is used to generate staffing requirement. Information, such as volume offered, expected handle time, available staff distributed throughout the intervals over a period of time, etc., are utilized for determining service performance metrics. The simulation accounts for transient data (e.g., number of deferred work handled or completed, number of backlog from an interval to the next, starting number of deferred work in the system, etc.) and determines performance metrics using that transient data.
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公开(公告)号：US08964952B2
公开(公告)日：2015-02-24
申请号：US11469632
申请日：2006-09-01
CPC分类号： H04L67/303 , H04L29/06027 , H04L65/1006 , H04L67/34
摘要： A computer-implemented system and method for the deployment of automatically configuring network communication endpoints is disclosed. At least one logical profile is stored in a plurality of configuration files resident on a network. The logical profile includes configuration information as well as an extension from a communication distribution system which a device should serve. Upon connection to the network and input of configuration information corresponding to a pre-existing logical profile, the device automatically configures itself for use, reboots, and is operational in the desired form.
摘要翻译： 公开了一种用于部署自动配置网络通信端点的计算机实现的系统和方法。 至少一个逻辑配置文件存储在驻留在网络上的多个配置文件中。 逻辑配置文件包括配置信息以及设备应该服务的通信分发系统的扩展。 在连接到网络并输入与现有逻辑配置文件相对应的配置信息时，设备自动配置自身以供使用，重新启动，并以期望的形式运行。
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