公开(公告)号：US20240305711A1

公开(公告)日：2024-09-12

申请号：US18180335

申请日：2023-03-08

Applicant: Clari Inc.

Inventor： SRIKAR YEKOLLU

IPC: H04M3/42 ,  G10L15/26

CPC classification number: H04M3/42221 ,  G10L15/26 ,  H04M2203/303

Abstract: A server receives an indication of a start of a call to a conversation for a first user at a first terminal device. The server receives a connection request from the first user at a second terminal device. The server receives one or more requests to add one or more bookmarks to the conversation from first user at the second terminal device while the conversation for the first user is ongoing at the first terminal device, wherein the one or more bookmarks correlate to one or more conversation utterances within a timeline of the conversation. The server determines audio transcripts for the one or more voice utterances within the timeline of the conversation. The server tags and stores the bookmarks with the conversation based on the timeline.

公开(公告)号：US11778090B1

公开(公告)日：2023-10-03

申请号：US16885283

申请日：2020-05-28

Applicant: Tech-Friends Ltd.

Inventor： Levi Yitzchak Orbach ,  David Schwadron

IPC: H04M3/22 ,  G06F3/04817 ,  H04W4/14 ,  G06F40/174 ,  H04M3/42 ,  H04M3/56 ,  G06F16/683 ,  G06F40/186 ,  G06Q20/40 ,  G06F3/0482 ,  G10L15/26 ,  H04L61/4557

CPC classification number: H04M3/2281 ,  G06F3/0482 ,  G06F3/04817 ,  G06F16/685 ,  G06F40/174 ,  G06F40/186 ,  G06Q20/40145 ,  G10L15/26 ,  H04L61/4557 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42221 ,  H04M3/563 ,  H04W4/14 ,  H04M2203/256 ,  H04M2203/301 ,  H04M2203/303

Abstract: A system comprising: (a) a compliance server adapted to receive an audio feed of a telephone conversation; (b) an identification module adapted to ascertain IP addresses from which said audio feed originates and identify participants in said telephone conversation using said IP addresses; and (c) an analysis module adapted to ascertain a subject of said telephone conversation.

公开(公告)号：US20190245974A1

公开(公告)日：2019-08-08

申请号：US16386511

申请日：2019-04-17

Applicant: CallMiner, Inc.

Inventor： Michael C. Dwyer ,  Erik A. Strand ,  Scott R. Wolf ,  Frank Salinas ,  Jeffrey A. Gallino ,  Scott A. Kendrick ,  Shaoyu Xue

IPC: H04M3/51 ,  G06F17/27 ,  G10L15/18 ,  G10L25/72 ,  G10L15/02 ,  H04M3/42 ,  G10L15/30 ,  G06F21/62 ,  G10L15/26

CPC classification number: H04M3/5175 ,  G06F17/2765 ,  G06F17/2785 ,  G06F21/6254 ,  G10L15/02 ,  G10L15/1815 ,  G10L15/26 ,  G10L15/30 ,  G10L25/72 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5191 ,  H04M2203/301 ,  H04M2203/303 ,  H04M2203/401 ,  H04M2203/551 ,  H04M2203/6009

Abstract: A communication channel customer journey may involve receiving a first communication on a communication channel of a plurality of communication channels, wherein the first communication is associated with a contact, receiving at least one additional communication from the contact, wherein the at least one additional communication is on a same communication channel or is on a different communication channel of the plurality of communication channels, linking the first communication and the at least one additional communication by the contact, wherein linking involves storing information from at least one of a recording, a transcript, a copy of one or more of the first communication and the at least one additional communication, a language characteristic, an acoustic characteristic, a category, and a score, and enabling a user to navigate between all of the stored information for the first communication and the at least one additional communication.

公开(公告)号：US20180352086A1

公开(公告)日：2018-12-06

申请号：US15977721

申请日：2018-05-11

Applicant: Verint Americas Inc.

Inventor： Neil Eades

IPC: H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5166 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/53358 ,  H04M2203/303

Abstract: The present system and method allow a customer service agent to preview an audio file of a customer's interaction with an interactive voice response (IVR) system before taking the call. While customer voice commands are typically used to navigate through an IVR system to reach an appropriate agent, the present system and method record the customer's voice commands in response to IVR prompts as an audio file and provide them to the agent before she or he takes the call. The agent may play the audio file on a customer engagement center desktop.

公开(公告)号：US10084917B2

公开(公告)日：2018-09-25

申请号：US15334257

申请日：2016-10-25

Applicant: ZOOM INTERNATIONAL S.R.O.

Inventor： Vaclav Slovacek

IPC: H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M2201/42 ,  H04M2203/303 ,  H04M2203/401 ,  H04M2203/558

Abstract: A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring station operating on a network-connected computing device that allows a human user to monitor call records, and a method for enhancing quality monitoring.

公开(公告)号：US20180046433A1

公开(公告)日：2018-02-15

申请号：US15790442

申请日：2017-10-23

Applicant: Patient Prism LLC

Inventor： Michael G. Spiessbach ,  Amol Nirgudkar

IPC: G06F3/16 ,  G06F17/22 ,  H04M3/51 ,  G06F17/24 ,  H04L29/08 ,  G06F3/0481 ,  G10L15/08 ,  G06F3/0482 ,  H04M3/42

CPC classification number: G06F3/165 ,  G06F3/04812 ,  G06F3/0482 ,  G06F17/2235 ,  G06F17/241 ,  G06Q30/0201 ,  G10L15/08 ,  G10L21/12 ,  G10L2015/088 ,  H04L67/02 ,  H04L67/146 ,  H04L67/22 ,  H04M3/42221 ,  H04M3/5175 ,  H04M2203/303 ,  H04M2203/305 ,  H04M2203/403

Abstract: Merchant/consumer calls may be recorded and evaluated according to a variety of criteria. The call recordings and analyses thereof, as well as consumer tracking information, may be displayed in a user interface of a web-based online portal for convenience in evaluating the use and efficacy of marketing channels as well as the quality of merchant/consumer interactions. In an aspect, the user interface provides a representation of a variety of telephone calls as an interactive keyword cloud that presents business-value-specific keywords targeted for detection during such telephone calls. The keyword cloud may depict keywords in a range of colors, sizes, and relative positioning to connote varied degrees of significance, such as a relative rate of occurrence of keywords in the represented telephone calls. Each keyword in the keyword cloud may contain a hyperlink to related content such as a listing of telephone calls containing the keyword.

公开(公告)号：US09881617B2

公开(公告)日：2018-01-30

申请号：US15254326

申请日：2016-09-01

Applicant: Verint Systems Ltd.

Inventor： Oana Sidi ,  Ron Wein

IPC: G10L15/26 ,  G10L17/06 ,  G10L17/02 ,  G10L17/16 ,  G10L15/02 ,  G10L17/04 ,  G10L25/78 ,  H04M3/51 ,  G10L15/00

CPC classification number: G10L17/06 ,  G10L15/02 ,  G10L15/26 ,  G10L17/02 ,  G10L17/04 ,  G10L17/16 ,  G10L25/78 ,  G10L2015/025 ,  H04M3/5175 ,  H04M2201/41 ,  H04M2203/303

Abstract: In a method of diarization of audio data, audio data is segmented into a plurality of utterances. Each utterance is represented as an utterance model representative of a plurality of feature vectors. The utterance models are clustered. A plurality of speaker models are constructed from the clustered utterance models. A hidden Markov model is constructed of the plurality of speaker models. A sequence of identified speaker models is decoded.

公开(公告)号：US09826090B2

公开(公告)日：2017-11-21

申请号：US15377428

申请日：2016-12-13

Applicant: Patient Prism LLC

Inventor： Michael G. Spiessbach ,  Amol Nirgudkar

IPC: H04M3/42 ,  H04M3/51 ,  G06Q30/02

CPC classification number: G06F3/165 ,  G06F3/04812 ,  G06F3/0482 ,  G06F17/2235 ,  G06F17/241 ,  G06Q30/0201 ,  G10L15/08 ,  G10L21/12 ,  G10L2015/088 ,  H04L67/02 ,  H04L67/146 ,  H04L67/22 ,  H04M3/42221 ,  H04M3/5175 ,  H04M2203/303 ,  H04M2203/305 ,  H04M2203/403

Abstract: Merchant/consumer calls may be recorded and evaluated according to a variety of criteria. The call recordings and analyses thereof, as well as consumer tracking information, may be displayed in a user interface of a web-based online portal for convenience in evaluating the use and efficacy of marketing channels as well as the quality of merchant/consumer interactions. In an aspect, the user interface provides call visualization in the form of audio data from a telephone call displayed as a waveform on a call timeline. The call may be (automatically or manually) annotated with various business-value-specific keywords spoken during the telephone call, and markers for these keywords can be presented on the call timeline to visually indicate the keyword and the time during the call when the keyword was spoken. A business value for the call may be determined based at least in part on keywords spoken during the call.

公开(公告)号：US09692889B2

公开(公告)日：2017-06-27

申请号：US13923046

申请日：2013-06-20

Applicant: DSI-ITI, LLC

Inventor： James P. Rokosky ,  Thomas C. Gerlach ,  Anthony R. Bambocci

IPC: H04M1/64 ,  H04M3/42 ,  H04M3/22

CPC classification number: H04M3/42221 ,  H04L51/08 ,  H04L67/02 ,  H04L67/06 ,  H04M3/2281 ,  H04M3/53366 ,  H04M2203/301 ,  H04M2203/303 ,  H04M2203/558 ,  H04M2203/6009

Abstract: A method of automatically distributing phone call recordings to interested parties generally includes associating one or more forwarding criteria with each of one or more interested parties, establishing a phone call from a calling party to a destination number through an institutional phone system, recording the phone call, and, if the phone call satisfies one or more forwarding criteria associated with one or more interested parties, automatically distributing the recording of the phone call to the at least one interested party associated with the satisfied one or more forwarding criteria. Distribution may be by e-mail, by uploading the recording to a website that interested parties (and preferably only interested parties) can access, by queuing the recordings for export to physical media, and/or through a voice mail system. Calls may be selected for distribution based on the caller, the called party, conversation content, call time, or any other suitable criteria.

公开(公告)号：US09601117B1

公开(公告)日：2017-03-21

申请号：US13307193

申请日：2011-11-30

Applicant: Mark J. Pettay ,  Hendryanto Rilantono ,  Myron P. Sojka

Inventor： Mark J. Pettay ,  Hendryanto Rilantono ,  Myron P. Sojka

IPC: G10L15/00 ,  G10L15/26

CPC classification number: H04M3/567 ,  G06F3/0481 ,  G06F17/24 ,  G10L15/26 ,  G10L15/265 ,  G10L21/0272 ,  H04L65/4007 ,  H04M3/42221 ,  H04M7/0027 ,  H04M2201/22 ,  H04M2201/41 ,  H04M2203/301 ,  H04M2203/303

Abstract: A method and apparatus of sharing documents during a conference call data is disclosed. One example method may include initiating a document sharing operation during a conference call conducted between at least two participants communicating during the conference call. The method may also include transferring the document from one of the two participants to another of the two participants, and recording at least one action performed to the document by the participants during the conference call.