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1.发明授权Using a complex events processor (CEP) to direct the handling of individual call sessions by an interactive voice response (IVR) system 有权使用复杂事件处理器（CEP）通过交互式语音响应（IVR）系统来指导对各个呼叫会话的处理公开(公告)号：US08817954B2
公开(公告)日：2014-08-26
申请号：US13404215
申请日：2012-02-24
CPC分类号： G10L15/26
摘要： Event data messages can be provided by an interactive voice response (IVR) system to a complex events processor (CEP). The event data messages can include a Stream_ID and a series of textual elements. The Stream_ID can uniquely identify a call session between a caller and the IVR system. The series of textual elements can represent speech input provided by the caller. The CEP can create a text string from the series of textual elements of event data messages having the same Stream_ID. The text string can inherit the Stream_ID of the event data messages. The CEP can utilize user-defined business rules to process the text string. When the CEP issues an action message, the Stream_ID of the text string can be appended to the action message sent to the IVR system. The IVR system can modify the call session associated with the Stream_ID of the action message accordingly.
摘要翻译： 事件数据消息可以由交互式语音响应（IVR）系统提供给复杂事件处理器（CEP）。 事件数据消息可以包括Stream_ID和一系列文本元素。 Stream_ID可以唯一地标识呼叫者和IVR系统之间的呼叫会话。 一系列文本元素可以表示由呼叫者提供的语音输入。 CEP可以从具有相同Stream_ID的事件数据消息的一系列文本元素创建文本字符串。 文本字符串可以继承事件数据消息的Stream_ID。 CEP可以利用用户定义的业务规则来处理文本字符串。 当CEP发出动作消息时，可以将文本字符串的Stream_ID追加到发送到IVR系统的动作消息。 IVR系统可以相应地修改与动作消息的Stream_ID相关联的呼叫会话。
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2.发明授权Dynamically improving performance of an interactive voice response (IVR) system using a complex events processor (CEP) 有权动态改善使用复杂事件处理器（CEP）的交互式语音响应（IVR）系统的性能，公开(公告)号：US08130916B2
公开(公告)日：2012-03-06
申请号：US12349725
申请日：2009-01-07
IPC分类号： H04M1/64
CPC分类号： H04M1/24 , H04M3/2227 , H04M3/493
摘要： Problematic event data for problematic events that occur during interaction between an Interactive Voice Response (IVR) system and a caller can be captured. The problematic event data can be analyzed for performance issues. A performance issue can represent an interactive segment of the IVR system operating at an unacceptable performance level. An IVR performance improvement action can then be determined to resolve the performance issue. The IVR performance improvement action can be conveyed to the IVR system. Execution of the IVR performance improvement action by the IVR system can reduce occurrences of the problematic events associated with the performance issue.
摘要翻译： 可以捕获在交互式语音响应（IVR）系统和呼叫者之间交互期间发生的问题事件的问题事件数据。 可以分析问题事件数据的性能问题。 性能问题可以表现为以不可接受的性能水平运行的IVR系统的交互式部分。 然后可以确定IVR性能改进措施来解决性能问题。 IVR性能改进措施可以传达给IVR系统。 IVR系统执行IVR性能改进措施可以减少与性能问题相关的问题事件的发生。
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3.发明授权Using a complex events processor (CEP) to direct the handling of individual call sessions by an interactive voice response (IVR) system 有权使用复杂事件处理器（CEP）通过交互式语音响应（IVR）系统来指导对各个呼叫会话的处理公开(公告)号：US08379804B2
公开(公告)日：2013-02-19
申请号：US12349940
申请日：2009-01-07
CPC分类号： G10L15/26
摘要： Event data messages can be provided by an interactive voice response (IVR) system to a complex events processor (CEP). The event data messages can include a Stream_ID and a series of textual elements. The Stream_ID can uniquely identify a call session between a caller and the IVR system. The series of textual elements can represent speech input provided by the caller. The CEP can create a text string from the series of textual elements of event data messages having the same Stream_ID. The text string can inherit the Stream_ID of the event data messages. The CEP can utilize user-defined business rules to process the text string. When the CEP issues an action message, the Stream_ID of the text string can be appended to the action message sent to the IVR system. The IVR system can modify the call session associated with the Stream_ID of the action message accordingly.
摘要翻译： 事件数据消息可以由交互式语音响应（IVR）系统提供给复杂事件处理器（CEP）。 事件数据消息可以包括Stream_ID和一系列文本元素。 Stream_ID可以唯一地标识呼叫者和IVR系统之间的呼叫会话。 一系列文本元素可以表示由呼叫者提供的语音输入。 CEP可以从具有相同Stream_ID的事件数据消息的一系列文本元素创建文本字符串。 文本字符串可以继承事件数据消息的Stream_ID。 CEP可以利用用户定义的业务规则来处理文本字符串。 当CEP发出动作消息时，可以将文本字符串的Stream_ID追加到发送到IVR系统的动作消息。 IVR系统可以相应地修改与动作消息的Stream_ID相关联的呼叫会话。
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4.发明授权Implementing a contact center using open standards and non-proprietary components 有权使用开放标准和非专有组件实施联络中心公开(公告)号：US08259923B2
公开(公告)日：2012-09-04
申请号：US11680304
申请日：2007-02-28
CPC分类号： H04M3/5233 , H04M3/5175 , H04M7/006
摘要： The present invention discloses an open contact center formed from multiple contact center components that conform to open standards and that intercommunicate utilizing open standards. The open contact center can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, can provide skills based routing for assigning live agents to callers based upon skills of the live agents and skills needed by the callers, and can provide tooling for provisioning and monitoring the live agents. In one configuration, the contact center components can execute within a middleware solution, such as WEBSPHERE, that has IP Multimedia Subsystem capability. Additionally, the contact center components can be implemented as service oriented architecture (SOA) components that communicate over an enterprise service bus (ESB).
摘要翻译： 本发明公开了一种由符合开放标准的多个接触中心部件形成的开放接触中心，并且利用开放标准相互通信。 开放式联络中心可以提供与呼叫者的自动交互式通信，可以为等待与实时代理通信的呼叫者提供队列管理，可以基于呼叫者所需的实时代理和技能的技能，为呼叫者提供基于技能的路由， 并且可以提供用于配置和监视实时代理的工具。 在一种配置中，联络中心组件可以在具有IP多媒体子系统功能的中间件解决方案（如WEBSPHERE）中执行。 此外，联络中心组件可以实现为通过企业服务总线（ESB）进行通信的面向服务的架构（SOA）组件。
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5.发明授权Telecommunications voice server leveraging application web-server capabilities 有权电信语音服务器利用应用程序Web服务器功能公开(公告)号：US08204181B2
公开(公告)日：2012-06-19
申请号：US12166824
申请日：2008-07-02
CPC分类号： H04M3/4938 , H04L12/64 , H04M2201/39 , H04M2201/40 , H04M2203/2066
摘要： A method for providing voice telephony services can include the step of receiving a call via a telephone gateway. The telephone gateway can convey call identifying data to a resource connector. A media port can be responsively established within a media converter that is communicatively linked to the telephone gateway through a port associated with the call. A call description object can be constructed that includes the call identifying data and an identifier for the media port. The call description object can be conveyed to a telephony application server that provides at least one speech service for the call. The telephony application server can initiate at least one programmatic action of a communicatively linked speech engine. The speech engine can convey results of the programmatic action to the media converter through the media port. The media converter can stream speech signals for the call based upon the results.
摘要翻译： 用于提供语音电话服务的方法可以包括通过电话网关接收呼叫的步骤。 电话网关可以将呼叫识别数据传送到资源连接器。 媒体端口可以在通过与呼叫相关联的端口通信地链接到电话网关的媒体转换器内被响应地建立。 可以构造包括呼叫识别数据和媒体端口的标识符的呼叫描述对象。 呼叫描述对象可以被传送到为呼叫提供至少一个语音服务的电话应用服务器。 电话应用服务器可以启动通信链接的语音引擎的至少一个编程动作。 语音引擎可以通过媒体端口将编程动作的结果传达给媒体转换器。 媒体转换器可以基于结果流式传输用于呼叫的语音信号。
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6.发明授权Speech-enabled application that uses web 2.0 concepts to interface with speech engines 失效支持语音的应用程序使用Web 2.0概念与语音引擎进行接口公开(公告)号：US08086460B2
公开(公告)日：2011-12-27
申请号：US11765962
申请日：2007-06-20
IPC分类号： G10L21/00
CPC分类号： G10L2015/228
摘要： The present invention discloses a speech-enabled application that includes two or more linked markup documents that together form a speech-enabled application served by a Web 2.0 server. The linked markup documents can conform to an ATOM PUBLISHING PROTOCOL (APP) based protocol. Additionally, the linked markup documents can include an entry collection of documents and a resource collection of documents. The resource collection can include at least one speech resource associated with a speech engine disposed in a speech processing system remotely located from the Web 2.0 server. The speech resource can add a speech processing capability to the speech-enabled application. In one embodiment, end-users of the speech-enabled application can be permitted to introspect, customize, replace, add, re-order, and remove at least a portion of the linked markup documents.
摘要翻译： 本发明公开了一种支持语音的应用，其包括两个或更多个链接的标记文档，它们一起形成由Web 2.0服务器服务的支持语音的应用。 链接的标记文档可以符合基于ATOM PUBLISHING PROTOCOL（APP）的协议。 此外，链接的标记文档可以包括文档的条目集合和文档的资源集合。 资源收集可以包括与位于远离Web 2.0服务器的语音处理系统中的语音引擎相关联的至少一个语音资源。 语音资源可以向支持语音的应用添加语音处理能力。 在一个实施例中，可以允许启用语音的应用的最终用户内省，定制，替换，添加，重新排序和移除链接的标记文档的至少一部分。
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7.发明授权公开(公告)号：US08027839B2
公开(公告)日：2011-09-27
申请号：US11612996
申请日：2006-12-19
IPC分类号： G10L21/00
CPC分类号： H04L51/04 , H04L51/066 , H04M3/4938 , H04M2201/40 , H04M2201/60
摘要： The present solution includes an automated response method. The method can receive user interactions entered through a real-time text exchange interface. These user interactions with the speech application can be dynamically and automatically converted as necessary into a format consumable by a voice server. A text input API of a voice server can be used to allow the voice server to directly accept text input. Further, automated interactions can be received from the voice server, which are dynamically and automatically converted into a format accepted by the text exchange interface. The text exchange interface can be an off-the-shelf unmodified interface. The speech application can be a VoiceXML based application that lacks an inherent text exchange capability.
摘要翻译： 本解决方案包括自动响应方法。 该方法可以接收通过实时文本交换界面输入的用户交互。 这些与语音应用的用户交互可以根据需要被动态地和自动地转换成语音服务器可消费的格式。 可以使用语音服务器的文本输入API来允许语音服务器直接接受文本输入。 此外，可以从语音服务器接收自动化交互，语音服务器被动态地且自动地转换成文本交换界面所接受的格式。 文本交换界面可以是现成的未修改的界面。 语音应用程序可以是缺少固有文本交换功能的基于VoiceXML的应用程序。
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8.发明申请公开(公告)号：US20090254348A1
公开(公告)日：2009-10-08
申请号：US12099041
申请日：2008-04-07
IPC分类号： G10L13/08
CPC分类号： G10L15/22 , G06F3/167 , G06F17/243 , G06F17/272 , G10L15/183 , G10L15/197 , H04M3/4938
摘要： Embodiments of the present invention provide a method and computer program product for the automated voice enablement of a Web page with free form input field support. In an embodiment of the invention, a method for voice enabling a Web page with free form input field support can be provided. The method can include receiving speech input for an input field in a Web page, parsing a core attribute for the input field and identifying an external statistical language model (SLM) referenced by the core attribute of the input field, posting the received speech input and the SLM to an automatic speech recognition (ASR) engine, and inserting a textual equivalent to the speech input provided by the ASR engine in conjunction with the SLM into the input field.
摘要翻译： 本发明的实施例提供了一种用于具有自由形式输入字段支持的网页的自动语音使能的方法和计算机程序产品。 在本发明的一个实施例中，可以提供一种用于语音启用具有自由形式输入字段支持的网页的方法。 该方法可以包括为网页中的输入字段接收语音输入，解析用于输入字段的核心属性和识别由输入字段的核心属性引用的外部统计语言模型（SLM），发布接收到的语音输入和 SLM到自动语音识别（ASR）引擎，并且将与ASR引擎提供的语音输入结合SLM的文本等价物插入到输入字段中。
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9.发明申请SPEECH-ENABLED APPLICATION THAT USES WEB 2.0 CONCEPTS TO INTERFACE WITH SPEECH ENGINES 失效语音启用的应用程序使用WEB 2.0与语音引擎接口的概念公开(公告)号：US20080319758A1
公开(公告)日：2008-12-25
申请号：US11765962
申请日：2007-06-20
IPC分类号： G10L11/00
CPC分类号： G10L2015/228
摘要： The present invention discloses a speech-enabled application that includes two or more linked markup documents that together form a speech-enabled application served by a Web 2.0 server. The linked markup documents can conform to an ATOM PUBLISHING PROTOCOL (APP) based protocol. Additionally, the linked markup documents can include an entry collection of documents and a resource collection of documents. The resource collection can include at least one speech resource associated with a speech engine disposed in a speech processing system remotely located from the Web 2.0 server. The speech resource can add a speech processing capability to the speech-enabled application. In one embodiment, end-users of the speech-enabled application can be permitted to introspect, customize, replace, add, re-order, and remove at least a portion of the linked markup documents.
摘要翻译： 本发明公开了一种支持语音的应用，其包括两个或更多个链接的标记文档，它们一起形成由Web 2.0服务器服务的支持语音的应用。 链接的标记文档可以符合基于ATOM PUBLISHING PROTOCOL（APP）的协议。 此外，链接的标记文档可以包括文档的条目集合和文档的资源集合。 资源收集可以包括与位于远离Web 2.0服务器的语音处理系统中的语音引擎相关联的至少一个语音资源。 语音资源可以向支持语音的应用添加语音处理能力。 在一个实施例中，可以允许启用语音的应用的最终用户内省，定制，替换，添加，重新排序和移除链接的标记文档的至少一部分。
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10.发明申请DIALECT TRANSLATOR FOR A SPEECH APPLICATION ENVIRONMENT EXTENDED FOR INTERACTIVE TEXT EXCHANGES 有权用于交互式文本交换的语音应用程序环境的对角翻译器公开(公告)号：US20080147408A1
公开(公告)日：2008-06-19
申请号：US11613179
申请日：2006-12-19
IPC分类号： G10L15/00
CPC分类号： G10L15/22
摘要： The present solution includes a real-time automated communication method. In the method, a real-time communication session can be established between a text exchange client and a speech application. A translation table can be identified that includes multiple entries, each entry including a text exchange item and a corresponding conversational translation item. A text exchange message can be received that was entered into a text exchange client. Content in the text exchange message that matches a text exchange item in the translation table can be substituted with a corresponding conversational item. The translated text exchange message can be sent as input to a voice server. Output from the voice server can be used by the speech application, which performs an automatic programmatic action based upon the output.
摘要翻译： 本解决方案包括实时自动通信方法。 在该方法中，可以在文本交换客户端和语音应用之间建立实时通信会话。 可以识别包括多个条目的翻译表，每个条目包括文本交换项目和对应的会话翻译项目。 可以接收输入到文本交换客户端的文本交换消息。 与翻译表中的文本交换项匹配的文本交换消息中的内容可以用对应的对话项代替。 翻译的文本交换消息可以作为输入发送到语音服务器。 语音服务器的输出可以由语音应用程序使用，语音应用程序将根据输出执行自动编程操作。
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