公开(公告)号：US12133022B2

公开(公告)日：2024-10-29

申请号：US18122040

申请日：2023-03-15

申请人： Motorola Mobility LLC

发明人： Alexandre Novaes Olivieri ,  Amit Kumar Agrawal

IPC分类号： H04N7/15 ,  G06F3/04817 ,  G06F3/0482 ,  G06F3/14 ,  H04L12/18 ,  H04M3/42 ,  H04N5/272 ,  H04N17/00

CPC分类号： H04N7/15 ,  G06F3/04817 ,  G06F3/0482 ,  G06F3/1454 ,  H04L12/1831 ,  H04M3/42391 ,  H04N5/272 ,  H04N17/00 ,  H04M2201/40 ,  H04M2242/12

摘要： A conferencing system terminal device includes a display, an audio output, a user interface, a communication device, and one or more processors. The one or more processors present an audio difficulties user actuation target upon the display during an audio or video conference occurring across a network and concurrently with a presentation of conference content. Actuation of the audio difficulties user actuation target indicates that audio content associated with the audio or video conference being delivered by the audio output is impaired.

公开(公告)号：US11700330B2

公开(公告)日：2023-07-11

申请号：US17148058

申请日：2021-01-13

申请人： Capital One Services, LLC

发明人： Srikanth Reddy Sheshaiahgari ,  Jignesh Rangwala ,  Lee Adcock ,  Vamsi Kavuri ,  Muthukumaran Vembuli ,  Mehulkumar Jayantilal Garnara ,  Soumyajit Ray ,  Vincent Pham

IPC分类号： H04M3/51 ,  H04L51/046 ,  H04M3/42 ,  H04L51/08 ,  G10L15/22 ,  G06F40/58 ,  G10L13/00 ,  G10L15/26

CPC分类号： H04M3/5183 ,  G06F40/58 ,  G10L13/00 ,  G10L15/22 ,  G10L15/26 ,  H04L51/046 ,  H04L51/08 ,  H04M3/42059 ,  H04M2201/39 ,  H04M2203/404 ,  H04M2242/12

摘要： At least some embodiments, a system includes a memory, and a processor configured to convert an audio stream of a speech of a customer during a customer call session into customer-originated text. The customer-originated text is displayed in a first chat interface. A request from a first call center agent is sent to a second call center agent via the first chat interface to interact with the customer during the customer call session and displayed in a second chat interface. The second agent is allowed to participate in the customer call session when the second call center agent accepts the request from the first call center agent. First agent-originated text and second agent-originated text during the customer call session is merged to form a combined agent-originated text and synthesized to computer-generated agent speech having a voice of a computer-generated agent based on the combined agent-originated text communicated to the customer over the voice channel.

公开(公告)号：US20190245964A1

公开(公告)日：2019-08-08

申请号：US16182041

申请日：2018-11-06

申请人： PAYPAL, INC.

发明人： Michael Charles Todasco

IPC分类号： H04M1/725 ,  H04M3/42 ,  G10L25/48 ,  G10L15/22 ,  G10L15/00 ,  H04M3/493 ,  H04W4/20 ,  H04W4/21

CPC分类号： H04M1/72569 ,  G10L15/005 ,  G10L15/22 ,  G10L25/48 ,  H04M3/42 ,  H04M3/4217 ,  H04M3/493 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2242/12 ,  H04M2250/12 ,  H04M2250/60 ,  H04W4/20 ,  H04W4/21

摘要： Systems and methods for providing conversation assistance include receiving from at least one user device of a user, conversation information and determining that the conversation information is associated with a conversation involving the user and a first person that is associated with first conversation assistance information in a non-transitory memory. Body measurement data of the user is retrieved from the at least first user device. A need for conversation assistance in the conversation involving the user and the first person is detected using the body measurement data. First conversation assistance information associated with the first person is retrieved from the non-transitory memory. The first conversation assistance information associated with the first person is provided through the at least one user device.

公开(公告)号：US10079933B2

公开(公告)日：2018-09-18

申请号：US15150736

申请日：2016-05-10

申请人： Verint Systems Ltd.

发明人： Gideon Hazzani ,  Yoav Ariav

IPC分类号： H04L9/00 ,  H04M3/22 ,  H04L29/06 ,  H04W12/02 ,  H04W12/04 ,  H04W4/02

CPC分类号： H04M3/2281 ,  H04L63/0428 ,  H04L63/0442 ,  H04L63/308 ,  H04M2201/41 ,  H04M2242/12 ,  H04M2242/30 ,  H04W4/025 ,  H04W12/0013 ,  H04W12/02 ,  H04W12/04

摘要： Methods and systems for monitoring, analyzing and acting upon voice calls in communication networks. An identification system receives monitored voice calls that are conducted in a communication network. Some of the monitored voice calls may be conducted by target individuals who are predefined as suspects. In order to maintain user privacy, the system selects and retains only voice calls that are suspected of being conducted by predefined targets. The techniques disclosed herein are particularly advantageous in scenarios where the network identifiers of the terminal used by the target are not known, or where the target uses public communication devices. In accordance with the disclosure, context-based identifiers such as speaker recognition or keyword matching are used.

公开(公告)号：US20180075021A1

公开(公告)日：2018-03-15

申请号：US15817567

申请日：2017-11-20

申请人： International Business Machines Corporation

发明人： Gary R. Brophy ,  Dennis D. Koski ,  Todd A. Mueller ,  Jeffrey A. Schmidt

IPC分类号： G06F17/28 ,  H04M3/523

CPC分类号： G06F17/28 ,  G06F17/2836 ,  G06F17/2854 ,  G06F17/289 ,  G06Q10/063112 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2242/12

摘要： Approaches presented herein enable assignment of translated work to an agent in a support environment based on a confidence factor that measures accuracy of translation and an agent's language skill. Specifically, agent proficiencies in a set of natural languages are measured and scored. An incoming communication is translated into one or more natural languages and each language translation is assigned a translation score based on a confidence of translation. The skill score and translation score are utilized to calculate a confidence factor for each language. In one approach, the communication is assigned to an agent that has a confidence factor greater than a predetermined threshold confidence factor. In another approach, the communication is only assigned if a rule optimizing agent availability and risk of constrained resources is satisfied.

公开(公告)号：US20170374193A1

公开(公告)日：2017-12-28

申请号：US15683404

申请日：2017-08-22

申请人： Global Tel*Link Corporation

发明人： Stephen Lee HODGE

IPC分类号： H04M3/38 ,  H04L12/28 ,  H04L29/06 ,  H04M1/67 ,  H04M1/673 ,  H04M1/677 ,  H04M3/22 ,  H04M17/00 ,  H04M7/12 ,  H04M3/42 ,  G10L15/08 ,  H04W28/18 ,  H04W12/06 ,  H04W12/08 ,  H04W12/10

CPC分类号： H04M3/382 ,  G10L15/08 ,  G10L15/083 ,  G10L2015/088 ,  H04L12/28 ,  H04L63/083 ,  H04L63/0861 ,  H04L63/126 ,  H04M1/67 ,  H04M1/673 ,  H04M1/677 ,  H04M3/2218 ,  H04M3/2281 ,  H04M3/38 ,  H04M3/385 ,  H04M3/4211 ,  H04M3/42221 ,  H04M7/1295 ,  H04M17/305 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/6054 ,  H04M2242/12 ,  H04W12/06 ,  H04W12/08 ,  H04W12/10 ,  H04W28/18

摘要： A secure telephone call management system is provided for authenticating users of a telephone system in an institutional facility. Authentication of the users of the telephone call management system is accomplished by using a personal identification number, biometric means, and/or radio frequency means. The secure telephone call management system includes accounting software capable of limiting access to the system based on funds in a user's account, and includes management software capable of implementing widespread or local changes to the system. The system monitors a conversation in the telephone call to detect a presence of a first characteristic in audio of the conversation, and terminates the telephone call if the first characteristic does not match a second characteristic of biometric information of a user or a called party.

公开(公告)号：US20170163796A1

公开(公告)日：2017-06-08

申请号：US15433946

申请日：2017-02-15

申请人： SORENSON IP HOLDINGS, LLC

发明人： Scot L. Brooksby ,  Trevor Wagner ,  Tara Ault ,  Bradley Grimm ,  Jennifer Harris

IPC分类号： H04M1/725 ,  H04M1/64 ,  G06F3/0486 ,  H04N7/14 ,  G06F3/0481 ,  G06F3/0484 ,  H04M1/2745 ,  H04M3/58

CPC分类号： H04M1/72591 ,  G06F3/04817 ,  G06F3/04842 ,  G06F3/0486 ,  G06F3/0488 ,  G09B21/009 ,  H04L63/0884 ,  H04L65/1006 ,  H04L65/1009 ,  H04M1/27455 ,  H04M1/642 ,  H04M1/7253 ,  H04M1/72583 ,  H04M3/42263 ,  H04M3/42391 ,  H04M3/58 ,  H04M2242/12 ,  H04M2250/60 ,  H04N7/141 ,  H04N7/147 ,  H04W4/16 ,  H04W4/80 ,  H04W12/06 ,  H04W36/365 ,  H04W80/06 ,  H04W84/12

摘要： Systems and methods for controlling communication systems for the hearing impaired are disclosed. A portable communication device requests control over a plurality of communication devices. The portable communication device connects to and controls the plurality of communication devices. The portable communication device includes a user interface that enables a user to transfer a call from a first communication device to a second communication device.

公开(公告)号：US20170104873A1

公开(公告)日：2017-04-13

申请号：US15388116

申请日：2016-12-22

申请人： Philip Wawrzynowicz

发明人： Philip Wawrzynowicz

IPC分类号： H04M3/51 ,  H04M3/523

CPC分类号： H04M3/5141 ,  G06F3/04817 ,  G06F3/0482 ,  G06F3/04842 ,  G06F17/246 ,  G06Q40/08 ,  H04L43/06 ,  H04L51/14 ,  H04M3/24 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/42 ,  H04M2242/12

摘要： A system, method, apparatus, means, and computer program code is provided wherein an electronic communication is received. A communication routing matrix is accessed, from a relational database platform, to select a service representative for the received communication. It may then be arranged for the received communication to be routed in accordance with the selected service representative.

公开(公告)号：US09570075B1

公开(公告)日：2017-02-14

申请号：US15263427

申请日：2016-09-13

申请人： Bandwidth.com, Inc.

发明人： Jared Kashimba ,  Sai Rathnam ,  Matthews Abraham ,  Andrew Gulino ,  Charles Marcel Kinard ,  Aaron Medford ,  Justin Milam ,  Travis Morton ,  Jon Schniepp ,  Brandon Smith ,  Shawn Starler ,  Greg Stephens ,  Sam Thomas ,  Matthew Wood

IPC分类号： G10L15/22 ,  H04L29/12 ,  H04W4/14 ,  G10L15/18 ,  H04W84/12 ,  H04W84/04

CPC分类号： H04L65/1096 ,  G06Q20/322 ,  G08C17/02 ,  G10L15/1822 ,  G10L15/22 ,  G10L2015/223 ,  H04L61/6068 ,  H04L65/1083 ,  H04L65/1093 ,  H04M1/2535 ,  H04M7/0054 ,  H04M2201/40 ,  H04M2203/2072 ,  H04M2242/12 ,  H04W4/14 ,  H04W4/16 ,  H04W84/042 ,  H04W84/12

摘要： Examples are disclosed for responding to voice commands within an existing telephony call between two or more end user communication devices mediated by an IP based communications server. The server is mediating a telephony call among the two or more end user communication devices where each end user communication device has its own communication link to the server. The server may detect a trigger event from one of the end user communication devices. Upon detecting the trigger event, the server may receive voice input over the communication link from the end user communication device that generated the trigger event. The received voice input may be parsed into one or more voice commands. The server may then cause the one or more voice commands to be executed. In other embodiments, much of the intelligence and processing may be carried out on the end user communication device directly.

摘要翻译： 公开了用于响应由基于IP的通信服务器介导的两个或更多个终端用户通信设备之间的现有电话呼叫中的语音命令的示例。 服务器正在中介两个或多个终端用户通信设备之间的电话呼叫，其中每个终端用户通信设备具有到其服务器的自己的通信链路。 服务器可以从终端用户通信设备之一检测触发事件。 在检测到触发事件时，服务器可以从生成触发事件的终端用户通信设备通过通信链路接收语音输入。 所接收的语音输入可被解析成一个或多个语音命令。 服务器然后可以使得一个或多个语音命令被执行。 在其他实施例中，智能和处理的大部分可以直接在终端用户通信设备上执行。

公开(公告)号：US20160360037A1

公开(公告)日：2016-12-08

申请号：US15192846

申请日：2016-06-24

申请人： RingCentral, Inc.

发明人： Christopher van Rensburg ,  Vlad Vendrow

IPC分类号： H04M3/51 ,  G10L17/22 ,  H04M3/523 ,  G10L15/00 ,  H04M3/42 ,  H04M7/00

CPC分类号： H04M3/5166 ,  G10L15/005 ,  G10L17/22 ,  H04M3/382 ,  H04M3/42059 ,  H04M3/42068 ,  H04M3/493 ,  H04M3/5233 ,  H04M7/003 ,  H04M2203/2061 ,  H04M2203/6054 ,  H04M2242/12

摘要： An interactive voice response (IVR) system performs automatic language selection without requiring the caller to provide a manual language selection input. The IVR system receives an incoming call along with appropriate caller identification. The IVR system sends a request for the caller's language preference information either to the caller's device or to a service provider that hosts the caller's account. After receiving the caller's language preference information, the IVR system selects a language for the caller and provides an IVR menu tree using the selected language. The selected language is persisted as the caller's preferred language at either the IVR system or at a service provider for future use.

摘要翻译： 交互式语音响应（IVR）系统执行自动语言选择，而不需要呼叫者提供手动语言选择输入。 IVR系统接收来电以及适当的呼叫者识别。 IVR系统向呼叫者的设备或承载呼叫者的帐户的服务提供商发送呼叫者的语言偏好信息的请求。 IVR系统接收到呼叫者的语言偏好信息后，选择呼叫者的语言，并使用所选择的语言提供IVR菜单树。 所选择的语言在IVR系统或服务提供商处被持久化为呼叫者的首选语言，以供将来使用。