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公开(公告)号：US10402924B2
公开(公告)日：2019-09-03
申请号：US14188921
申请日：2014-02-25
摘要： A system and method are presented for relationship management workflow processes. At least one embodiment may apply to process automation to health care. More specifically, the system and method may be applied to patient management of healthcare, such as the management of Diabetes or other medical conditions. Other embodiments may apply to process automation in other areas utilizing management workflow software.
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公开(公告)号：US10298756B2
公开(公告)日：2019-05-21
申请号：US14224409
申请日：2014-03-25
摘要： A system and method are presented for predicting contact center behavior. In one embodiment, closed form simulation modeling may be used to simulate behavior from input distributions. Models may be created through staging and analysis of historical Automatic Call Distribution data. Service level, average speed of answer, abandon rate, and other data may be predicted to generate forecasts and analysis of contact center behavior. Examples of behavior may include staffing levels, workload, and the Key Performance Index of metrics such as service level percentage, average speed of answer, and abandonment rate percentage.
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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：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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5.发明申请METHOD FOR FORMING THE EXCITATION SIGNAL FOR A GLOTTAL PULSE MODEL BASED PARAMETRIC SPEECH SYNTHESIS SYSTEM 有权用于形成基于脉冲模型的参考语音合成系统的激励信号的方法公开(公告)号：US20150348535A1
公开(公告)日：2015-12-03
申请号：US14288745
申请日：2014-05-28
IPC分类号： G10L13/027
摘要： A method is presented for forming the excitation signal for a glottal pulse model based parametric speech synthesis system. In one embodiment, fundamental frequency values are used to form the excitation signal. The excitation is modeled using a voice source pulse selected from a database of a given speaker. The voice source signal is segmented into glottal segments, which are used in vector representation to identify the glottal pulse used for formation of the excitation signal. Use of a novel distance metric and preserving the original signals extracted from the speakers voice samples helps capture low frequency information of the excitation signal. In addition, segment edge artifacts are removed by applying a unique segment joining method to improve the quality of synthetic speech while creating a true representation of the voice quality of a speaker.
摘要翻译： 提出了一种用于形成基于声门脉冲模型的参数语音合成系统的激励信号的方法。 在一个实施例中，使用基频值来形成激励信号。 使用从给定扬声器的数据库中选择的语音源脉冲对激励进行建模。 语音源信号被分割成声门段，其用于矢量表示以识别用于形成激励信号的声门脉冲。 使用新颖的距离度量并保留从扬声器提取的原始信号语音样本有助于捕获激发信号的低频信息。 此外，通过应用独特的段连接方法来去除段边缘伪像，以提高合成语音的质量，同时创建说话者的语音质量的真实表示。
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公开(公告)号：US20150139417A1
公开(公告)日：2015-05-21
申请号：US14082844
申请日：2013-11-18
IPC分类号： H04M3/523
CPC分类号： H04M3/5232
摘要： A system and method are presented for communication routing. Communications may be routed into a queue based on criteria. A communication may be assigned to a distribution ring and a determination may be made as to whether there is an availability of resources to handle the communication. A communication may be re-routed if it cannot be handled to a new group. Re-routing may be based on criteria such as time delay, non-time based criteria such as skills, and environmental criteria, to name a few. Re-routing may continue until a communication is handled. The routing design may resemble concentric circles where the center represents the most desirable pool of handlers and each incremental ring represents the iterative expansion sets of agents.
摘要翻译： 提出了一种用于通信路由的系统和方法。 通信可以基于标准被路由到队列中。 可以将通信分配给分发环，并且可以确定是否存在用于处理该通信的资源的可用性。 如果无法处理新组，则可以重新路由通信。 重新路由可以基于诸如时间延迟，基于非时间的标准（诸如技能和环境标准）的标准，仅举几个例子。 重新路由可以继续，直到通信被处理。 路由设计可能类似同心圆，其中中心表示最理想的处理程序池，每个增量环表示代理程序的迭代扩展集合。
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公开(公告)号：US20150088490A1
公开(公告)日：2015-03-26
申请号：US14037837
申请日：2013-09-26
发明人： Joseph A. Behymer
CPC分类号： G06N5/022 , G06F17/241 , G06F17/278 , G10L15/22 , H04M3/5166 , H04M3/5191
摘要： A system and method are presented for context based knowledge retrieval. In one embodiment, such retrieval pertains to pattern recognition for data related to interactions between users, configuration and organization of systems data in an enterprise, and the quality of calculations of communication interactions. In one embodiment, a communication may be analyzed and a user interface created of potential sources of information related to the communication. This information may be from an internal source, such as a knowledge base, or an external source, such as an internet connected information source, for example. The user interface may comprise entities with associated links and actions, which may be configured based on a user's preference.
摘要翻译： 提出了一种基于上下文知识检索的系统和方法。 在一个实施例中，这种检索涉及与用户之间的交互相关的数据的模式识别，企业中的系统数据的配置和组织以及通信交互的计算质量。 在一个实施例中，可以分析通信并创建与通信相关的潜在信息源的用户界面。 该信息可以来自内部源，例如知识库或外部源，例如互联网连接的信息源。 用户界面可以包括具有相关联的链接和动作的实体，其可以基于用户的偏好来配置。
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公开(公告)号：US20140149120A1
公开(公告)日：2014-05-29
申请号：US14169211
申请日：2014-01-31
发明人： Kevin Vlack , Felix Immanuel Wyss
IPC分类号： G10L19/018
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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9.发明申请METHOD AND SYSTEM FOR ACOUSTIC DATA SELECTION FOR TRAINING THE PARAMETERS OF AN ACOUSTIC MODEL 有权用于训练声学模型参数的声学数据选择的方法和系统公开(公告)号：US20140046662A1
公开(公告)日：2014-02-13
申请号：US13959171
申请日：2013-08-05
IPC分类号： G10L15/06
CPC分类号： G10L15/063 , G10L15/144 , G10L2015/025
摘要： A system and method are presented for acoustic data selection of a particular quality for training the parameters of an acoustic model, such as a Hidden Markov Model and Gaussian Mixture Model, for example, in automatic speech recognition systems in the speech analytics field. A raw acoustic model may be trained using a given speech corpus and maximum likelihood criteria. A series of operations are performed, such as a forced Viterbi-alignment, calculations of likelihood scores, and phoneme recognition, for example, to form a subset corpus of training data. During the process, audio files of a quality that does not meet a criterion, such as poor quality audio files, may be automatically rejected from the corpus. The subset may then be used to train a new acoustic model.
摘要翻译： 提出了一种系统和方法，用于例如在语音分析领域的自动语音识别系统中用于训练诸如隐马尔可夫模型和高斯混合模型的声学模型的参数的特定质量的声学数据选择。 可以使用给定语音语料库和最大似然准则来训练原始声学模型。 执行一系列操作，例如强制维特比对齐，可能性分数的计算和音素识别，例如形成训练数据的子集语料库。 在此过程中，可能会自动从语料库中拒绝不符合标准（例如质量差的音频文件）的质量的音频文件。 然后该子集可用于训练新的声学模型。
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10.发明申请METHOD AND SYSTEM FOR IMPROVING THE PRODUCTIVITY OF CALLING AGENTS AND CALL YIELD 审中-公开用于提高呼叫代理和呼叫的生产力的方法和系统公开(公告)号：US20130329880A1
公开(公告)日：2013-12-12
申请号：US13910446
申请日：2013-06-05
发明人： Warren Bentley , Roger Leblanc , Mark R. Stumpf
IPC分类号： H04M3/523
CPC分类号： H04M3/5238 , G06Q10/06398 , H04M3/5158 , H04M2203/402
摘要： A method and system for increasing call yield and the productivity of agents in an environment such as a contact or call center, for example, is described. Attributes may be used to classify calls and contact information. A system may learn from collected data. Calculations may be performed to aid in forecasting such as probabilities, call yield, and expected call handle time. Such calculations may be used to determine the best time to call a contact to achieve a desired result.
摘要翻译： 描述了例如在诸如联系人或呼叫中心的环境中增加呼叫产生和代理的生产力的方法和系统。 属性可用于对呼叫和联系信息进行分类。 系统可以从收集的数据中学习。 可以执行计算以帮助诸如概率，呼叫收益率和预期呼叫处理时间的预测。 这样的计算可用于确定呼叫联系人以获得期望结果的最佳时间。
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