公开(公告)号：US20240205330A1

公开(公告)日：2024-06-20

申请号：US18083113

申请日：2022-12-16

申请人： Capital One Services, LLC

发明人： Trent F. HODGES ,  Alayna FRANCIS ,  Balaraju GUJJARI ,  Srilaxmi Sowmya PENMATSA ,  Harmanjit SINGH ,  Parameswar DASARI

IPC分类号： H04M3/42 ,  H04M3/51

CPC分类号： H04M3/42221 ,  H04M3/5191 ,  G10L15/26 ,  H04M2201/405

摘要： Disclosed herein are system, method, and computer program product embodiments for ingesting batch or real-time incoming audio or text interactive communications. The system verifies that the interactive communication excludes security threats, comprises associated metadata, verifies that the interactive communication is linked to an existing or previous customer's interaction within an organization, enriches the associated metadata with additional data from the customer's interaction within an organization, transforms a media file type of the interactive communication to a common media file type, generates a transcript of the interactive communication, registers the enriched associated metadata with a stored copy of the transcript, and instantiates an interface to provide organizational access to the registered enriched associated metadata and stored copy of the transcript.

公开(公告)号：US20240121339A1

公开(公告)日：2024-04-11

申请号：US18224075

申请日：2023-07-20

申请人： Krishna Koravadi

发明人： Krishna Koravadi

IPC分类号： H04M3/493 ,  G10L17/02 ,  G10L17/22 ,  H04M3/51 ,  H04M7/00

CPC分类号： H04M3/4936 ,  G10L17/02 ,  G10L17/22 ,  H04M3/5166 ,  H04M3/5191 ,  H04M7/0021 ,  H04M2201/405

摘要： Embodiments herein disclose methods and systems for a simple, error free, secure, and controlled information sharing through an audio communication. The system is configured to facilitate the audio communication, generate permanent unique identification number, store map between permanent unique user identification number to the user information to share, facilitate secure and controlled information sharing and easy retrieval of error free shared information through a secure communication mechanism between a client application and a centralized server application. Embodiments herein facilitate user to communicate the permanent unique identification number over the audio communication in place of error free information to be communicated with a caller, by executing the client application and the centralized server application.

公开(公告)号：US11895272B2

公开(公告)日：2024-02-06

申请号：US18175253

申请日：2023-02-27

申请人： NICE LTD.

发明人： Roman Frenkel ,  Tal Raskin ,  Adi Ben Zeev ,  Stav Mishory ,  Dan Teplitski ,  Hadas Katz

IPC分类号： H04M3/523 ,  G06F40/295 ,  G10L15/02 ,  G10L15/26 ,  H04M3/51

CPC分类号： H04M3/5235 ,  G06F40/295 ,  G10L15/02 ,  G10L15/26 ,  H04M3/5116 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2201/405

摘要： Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; calculating, by the data calculation engine, a priority of the call interaction from the text and organization, location, and time information in the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.

公开(公告)号：US20170201613A1

公开(公告)日：2017-07-13

申请号：US14632257

申请日：2015-02-26

申请人： Robert M. Engelke ,  Kevin R. Colwell

发明人： Robert M. Engelke ,  Kevin R. Colwell

IPC分类号： H04M1/725 ,  H04W4/16 ,  G10L15/26 ,  H04W4/12

CPC分类号： H04M3/42391 ,  G10L15/01 ,  G10L15/06 ,  G10L15/22 ,  G10L15/26 ,  G10L15/265 ,  G10L21/10 ,  H04M1/2475 ,  H04M1/7255 ,  H04M1/72591 ,  H04M3/53366 ,  H04M2201/18 ,  H04M2201/40 ,  H04M2201/405 ,  H04W4/12 ,  H04W4/16

摘要： A system for providing voice-to-text captioning service comprising a relay processor that receives voice messages generated by a hearing user during a call, the processor programmed to present the voice messages to a first call assistant, a call assistant device used by the first call assistant to generate call assistant generated text corresponding to the hearing user's voice messages, the processor further programmed to run automated voice-to-text transcription software to generate automated text corresponding to the hearing user's voice messages, use the call assistant generated text, the automated text and the hearing user's voice messages to train the voice-to-text transcription software to more accurately transcribe the hearing user's voice messages to text, determine when the accuracy exceeds an accuracy requirement threshold, during the call and prior to the automated text exceeding the accuracy requirement threshold, transmitting the call assistant generated text to the assisted user's device for display to the assisted user and subsequent to the automated text exceeding the accuracy requirement threshold, transmitting the automated text to the assisted user's device for display to the assisted user.

公开(公告)号：US20170134577A1

公开(公告)日：2017-05-11

申请号：US15134265

申请日：2016-04-20

申请人： Eric Wold

发明人： Eric Wold

IPC分类号： H04M3/51 ,  H04W84/04 ,  A61B5/16 ,  H04M3/42

CPC分类号： H04M3/5141 ,  A61B5/167 ,  G06F17/30 ,  G06Q30/01 ,  G10L17/00 ,  H04M3/42221 ,  H04M3/5175 ,  H04M3/523 ,  H04M2201/405 ,  H04M2203/556 ,  H04W84/042 ,  H04W84/12

摘要： Methods, systems, and devices for cross-linking events and persons using anonymized voice fingerprint identifiers (IDs) and call metadata are described. The method can include retrieving, form a centralized database, call metadata associated with a caller index ID. The method can include determining call metadata characteristics for the call metadata. The method can include matching the call metadata characteristics of the call metadata with characteristics associated with a personality type of a psychological behavioral model. The method can include generating a caller profile that comprises personality type information for the personality type. The method can include associating the caller profile with the caller index ID. The method can include storing the caller profile in an entry in the centralized database associated with the caller index ID.

公开(公告)号：US20170070612A1

公开(公告)日：2017-03-09

申请号：US15255627

申请日：2016-09-02

申请人： Shanghai Xiaoi Robot Technology Co., Ltd.

发明人： Bo LI ,  Di CHEN ,  Pinpin ZHU

IPC分类号： H04M3/493 ,  G10L25/33 ,  G10L15/22

CPC分类号： H04M3/53333 ,  G10L15/22 ,  G10L25/33 ,  G10L2015/223 ,  H04M1/645 ,  H04M1/651 ,  H04M3/4938 ,  H04M3/53308 ,  H04M3/53366 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/405 ,  H04M2201/41

摘要： A method and a system for voice transmission control. The method comprises: receiving, by a voice answering device, a voice command and transmitting the voice command to a sound control server through a network data transmission channel; recognizing, by the sound control server, the voice command, generating corresponding VXML control information based on a recognition result, and transmitting the VXML control information to the voice answering device through the network data transmission channel; and performing, by the voice answering device, an operation according to the received VXML control information. With this method, the architecture and workflow of the communication system can be simplified, and the difficulty of design thereof can be reduced.

摘要翻译： 一种用于语音传输控制的方法和系统。 该方法包括：通过语音应答设备接收语音命令，并通过网络数据传输通道将语音命令发送到声控服务器; 通过声音控制服务器识别语音命令，基于识别结果产生相应的VXML控制信息，并通过网络数据传输通道将VXML控制信息发送到语音应答设备; 并且由语音应答设备执行根据所接收的VXML控制信息的操作。 通过这种方法，可以简化通信系统的架构和工作流程，可以减少设计难度。

公开(公告)号：US20160277553A1

公开(公告)日：2016-09-22

申请号：US15168757

申请日：2016-05-31

申请人： International Business Machines Corporation

发明人： Roberto Battaglini ,  Brian P. Singer

IPC分类号： H04M1/19 ,  G10L17/06 ,  G10L15/22 ,  G10L17/04 ,  G10L25/84

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

摘要： A method for controlling a mute function in a telephone device, and the telephone device and a computer program product that implements the method. The method includes: while the mute function is active, voice recognition software in the telephone device processes sound detected by a microphone in the telephone device to recognize and identify one or more specific words as having been spoken by a specific person and not by another person, and in response, the telephone device activates an alarm in the telephone device to communicate that the mute function is active.

摘要翻译： 一种用于控制电话设备中的静音功能的方法，以及实现该方法的电话设备和计算机程序产品。 该方法包括：当静音功能激活时，电话设备中的语音识别软件处理由电话设备中的麦克风检测到的声音，以识别并识别一个或多个特定词语已被特定的人而不是另一个人所说 并且作为响应，电话设备激活电话设备中的报警，以通知静音功能是活动的。

公开(公告)号：US09444934B2

公开(公告)日：2016-09-13

申请号：US14505111

申请日：2014-10-02

申请人： Nedelco, Inc.

发明人： Phillip C. Nelson ,  John Nelson ,  Gerald D. Warren

IPC分类号： H04M3/493 ,  G09B21/00 ,  G10L15/26 ,  H04M3/42 ,  G10L15/22 ,  G10L17/00

CPC分类号： H04M3/4936 ,  G09B21/009 ,  G10L15/26 ,  G10L17/00 ,  G10L2015/227 ,  H04M3/42391 ,  H04M3/5183 ,  H04M2201/405 ,  H04M2201/41

摘要： An illustrative method includes receiving, at a processor of a computing device, an audio voice signal of a first call participant during a first call, where the first call is a communication across a communication network. The method further includes determining an identity of the first call participant and determining a speech to text profile associated with the identity of the first call participant, where the speech to text profile includes at least one rule for transcribing a word in the audio voice signal into text. The method further includes generating a text output, where the text output is a transcribed version of a plurality of words identified in the audio voice signal of the first call participant. At least one of the plurality of words identified is identified using the at least one rule.

摘要翻译： 一种说明性方法包括在第一呼叫期间在计算设备的处理器处接收第一呼叫参与者的音频语音信号，其中第一呼叫是通过通信网络的通信。 该方法还包括确定第一呼叫参与者的身份，并确定与第一呼叫参与者的身份相关联的文本简档的语音，其中语音到文本简档包括用于将音频语音信号中的单词转录成至少一个规则 文本。 该方法还包括生成文本输出，其中文本输出是在第一呼叫参与者的音频语音信号中识别的多个单词的转录版本。 使用至少一个规则识别所识别的多个单词中的至少一个。

公开(公告)号：US20160118041A1

公开(公告)日：2016-04-28

申请号：US14990221

申请日：2016-01-07

申请人： Marchex, Inc.

发明人： Jason Flaks ,  Ziad Ismail ,  Chris Kolbegger

IPC分类号： G10L15/193 ,  G10L15/16 ,  G10L15/14 ,  H04M3/51

CPC分类号： G10L15/193 ,  G10L15/142 ,  G10L15/16 ,  G10L15/1822 ,  G10L2015/088 ,  H04M3/5175 ,  H04M2201/18 ,  H04M2201/40 ,  H04M2201/405 ,  H04M2203/6009 ,  H04M2242/12

摘要： A facility and method for analyzing and classifying calls without transcription via keyword spotting is disclosed. The facility uses a group of calls having known outcomes to generate one or more domain- or entity-specific grammars containing keywords and related information that are indicative of particular outcome. The facility monitors telephone calls by determining the domain or entity associated with the call, loading the appropriate grammar or grammars associated with the determined domain or entity, and tracking keywords contained in the loaded grammar or grammars that are spoken during the monitored call, along with additional information. The facility performs a statistical analysis on the tracked keywords and additional information to determine a classification for the monitored telephone call.

公开(公告)号：US09036793B2

公开(公告)日：2015-05-19

申请号：US14336855

申请日：2014-07-21

申请人： AT&T Intellectual Property I, L.P.

发明人： David L. Dunmire ,  Jeff P. Clark ,  Brian M. Novack

IPC分类号： H04M1/64 ,  H04M3/42 ,  G10L17/02 ,  H04L29/06

CPC分类号： H04M3/42059 ,  G10L17/02 ,  H04L63/0861 ,  H04M2201/405 ,  H04M2201/41 ,  H04M2203/60

摘要： A disclosed method of authenticating a telephone caller includes receiving an authentication request for the telephone caller that includes a voice recording of the caller and household information indicative of a household, creating a first voice pattern based on the voice recording of the caller, retrieving a second voice pattern using at least some of the household information, comparing the two voice patterns, and transmitting information indicative of the results of the comparison. The transmitted information may include information that the telephone caller is authenticated, is not authenticated, or that the comparison results were inconclusive. The method may include monitoring telephone calls with the household, and if it is determined that a voice on at least some of the telephone calls is associated with the household, creating the second voice pattern based on the voice, and associating the second voice pattern to the household. The method may further include disassociating the second voice pattern from the household if it is determined that a change of household has occurred.

摘要翻译： 公开的认证电话呼叫者的方法包括：接收对包括呼叫者的语音记录和指示家庭的家庭信息的电话呼叫者的认证请求，基于呼叫者的语音记录创建第一语音模式，检索第二个 使用至少一些家庭信息的语音模式，比较两种语音模式，以及发送指示比较结果的信息。 所发送的信息可以包括电话呼叫者被认证，未认证的信息，或者比较结果不确定。 该方法可以包括监视与家庭的电话呼叫，并且如果确定至少一些电话呼叫中的语音与家庭相关联，则基于语音创建第二语音模式，并将第二语音模式与 家庭。 如果确定已经发生家庭变更，该方法还可以包括将第二语音模式与家庭分离。