公开(公告)号：US09015046B2

公开(公告)日：2015-04-21

申请号：US12797618

申请日：2010-06-10

申请人： Oren Pereg ,  Moshe Wasserblat ,  Yuval Lubowich ,  Ronen Laperdon ,  Dori Shapira ,  Vladislav Feigin ,  Oz Fox-Kahana

发明人： Oren Pereg ,  Moshe Wasserblat ,  Yuval Lubowich ,  Ronen Laperdon ,  Dori Shapira ,  Vladislav Feigin ,  Oz Fox-Kahana

IPC分类号： G10L15/00 ,  G06Q10/06 ,  G10L15/08 ,  G10L15/22 ,  G06Q30/00 ,  G06Q30/02

CPC分类号： G06Q10/063 ,  G06Q30/01 ,  G06Q30/0202 ,  G10L15/08 ,  G10L15/22 ,  G10L2015/081 ,  G10L2015/085

摘要： A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the organization participates; extracting a feature from the segment; extracting a global feature associated with the interaction; aggregating the feature and the global feature; and classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature. The method and system may also use features extracted from earlier segments within the interaction. The method and system can also evaluate the model based on features extracted from training interactions and manual tagging assigned to the interactions or segments thereof.

摘要翻译： 一种用于实时地指示交互与问题或问题相关联的方法和系统，包括：接收所述组织的代表参与的交互的一部分; 从段中提取特征; 提取与交互相关联的全局特征; 聚合特征和全局特征; 并通过将模型应用于特征和全局特征来分类或与问题或问题相关联的交互。 方法和系统还可以使用在交互作用中从先前段提取的特征。 该方法和系统还可以基于从训练相互作用提取的特征和分配给其相互作用或分段的手动标记来评估模型。

公开(公告)号：US20110307258A1

公开(公告)日：2011-12-15

申请号：US12815429

申请日：2010-06-15

申请人： Hadas Liberman ,  Keren Eshkol ,  Oren Lewkowicz ,  Omer Gazit ,  Zohar Tzfoni ,  Avi Revivo ,  Leon Portman ,  Ronit Ephrat ,  Oren Pereg ,  Ronen Laperdon ,  Dori Shapira ,  Moshe Wasserblat

发明人： Hadas Liberman ,  Keren Eshkol ,  Oren Lewkowicz ,  Omer Gazit ,  Zohar Tzfoni ,  Avi Revivo ,  Leon Portman ,  Ronit Ephrat ,  Oren Pereg ,  Ronen Laperdon ,  Dori Shapira ,  Moshe Wasserblat

IPC分类号： G10L15/04 ,  G06F15/00

CPC分类号： G10L15/26 ,  G10L2015/088

摘要： A method and apparatus for providing real-time assistance related to an interaction associated with a contact center, comprising steps or components for: receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction; performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information; categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress to obtain audio information; and taking an action associated with the category.

摘要翻译： 一种用于提供与与联络中心相关联的交互的实时协助的方法和装置，包括步骤或组件，用于：接收由与组织相关联的捕获设备捕获的交互的音频信号的至少一部分，以及元数据 与交互相关的信息; 执行音频信号的至少部分的音频分析，同时交互作用仍在进行中以获得音频信息; 对所述元数据信息和所述音频信息的至少一部分进行分类，以确定与所述交互相关联的类别，同时所述交互仍在进行中以获得音频信息; 并采取与该类别相关的行动。

公开(公告)号：US08831947B2

公开(公告)日：2014-09-09

申请号：US12941057

申请日：2010-11-07

申请人： Moshe Wasserblat ,  Ronen Laperdon ,  Dori Shapira

发明人： Moshe Wasserblat ,  Ronen Laperdon ,  Dori Shapira

IPC分类号： G10L15/00 ,  G10L15/28 ,  G10L15/04 ,  G10L15/08

CPC分类号： G10L15/08

摘要： A method and apparatus combining the advantages of phonetic search such as the rapid implementation and deployment and medium accuracy, comprising steps and components for receiving the audio signal captured in the call center environment, extracting a multiplicity of feature vectors from the audio signal, creating a phoneme lattice from the multiplicity of feature vectors wherein the phoneme lattice comprising one or more allophone and each allophone comprising two or more phonemes, creating a hybrid phoneme-word lattice from the phoneme lattice and extracting the word by analyzing the hybrid phoneme-Word lattice.

摘要翻译： 一种结合语音搜索的优点的方法和装置，例如快速实现和部署以及中等精度，包括用于接收在呼叫中心环境中捕获的音频信号的步骤和组件，从音频信号中提取多个特征向量，创建一个 从多个特征向量的音素格子中，其中包括一个或多个异音素的音素晶格和包含两个或更多个音素的每个异音素，从音素晶格产生混合的音素单元格，并通过分析混合的音素-Word晶格提取单词。

公开(公告)号：US20120116766A1

公开(公告)日：2012-05-10

申请号：US12941057

申请日：2010-11-07

申请人： Moshe WASSERBLAT ,  Ronen Laperdon ,  Dori Shapira

发明人： Moshe WASSERBLAT ,  Ronen Laperdon ,  Dori Shapira

IPC分类号： G10L15/02

CPC分类号： G10L15/08

摘要： A method and apparatus combining the advantages of phonetic search such as the rapid implementation and deployment and medium accuracy, with the advantages of speech to text, including providing the full text of the audio and rapid search.The method and apparatus comprise steps or components for receiving the audio signal captured in the call center environment; extracting a multiplicity of feature vectors from the audio signal; creating a phoneme lattice from the multiplicity of feature vectors, the phoneme lattice comprising one or more allophone, each allophone comprising two or more phonemes; creating a hybrid phoneme-word lattice from the phoneme lattice; and extracting the word by analyzing the hybrid phoneme-word lattice.

摘要翻译： 一种结合语音搜索优点的方法和装置，如快速实施和部署以及中等精度，具有语音到文本的优点，包括提供音频和快速搜索的全文。 该方法和装置包括用于接收在呼叫中心环境中捕获的音频信号的步骤或组件; 从音频信号中提取多个特征向量; 从特征向量的多个形成音素晶格，所述音素晶格包括一个或多个异音素，每个异音素包括两个或多个音素; 从音素格子创建混合音素单词格子; 并通过分析混合音素单词格来提取单词。