公开(公告)号：WO2018057951A2

公开(公告)日：2018-03-29

申请号：PCT/US2017/053048

申请日：2017-09-22

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： MILLER, Derek, M. ,  BRENNAN, Taylor

IPC: G06Q10/06

Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.

公开(公告)号：WO2017065770A1

公开(公告)日：2017-04-20

申请号：PCT/US2015/055686

申请日：2015-10-15

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： BAUER, Scott P. ,  ULLYOT, James R.

IPC: G10L13/00

CPC classification number: G10L13/00 ,  G06F3/0481 ,  G06F9/454 ,  G06F17/30746

Abstract: A system and method are presented for multi-language communication sequencing. Communication flows may support one or more languages, which may need to be created, removed, or edited. During sequence editing, prompts, data, expressions, pauses, and text-to-speech may be added. This may be done through the use of inline-selectors, which comprise a prompt or TTS, or through the use of dialogs, which may also provide error feedback. A main sequence may be capable of handling multiple languages which are supported and managed independent of each other.

Abstract translation: 提出了一种用于多语言通信排序的系统和方法。 通信流可能支持一种或多种可能需要创建，删除或编辑的语言。 在序列编辑过程中，可能会添加提示，数据，表达式，暂停和文本到语音转换。 这可以通过使用包含提示符或TTS的内联选择器或通过使用对话框来完成，这也可以提供错误反馈。 主序列可能能够处理彼此独立支持和管理的多种语言。

公开(公告)号：WO2016196482A1

公开(公告)日：2016-12-08

申请号：PCT/US2016/035048

申请日：2016-05-31

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： KING, Kevin Elliott

IPC: H04L12/66

CPC classification number: H04M1/274516 ,  G06F17/30575 ,  H04L61/1594 ,  H04L67/1097 ,  H04L67/303 ,  H04M1/274508 ,  H04M3/42178 ,  H04M3/4931 ,  H04M2203/554

Abstract: A system and method are presented for contact identification dissemination among devices within a hybrid cloud distributed system. Information associated with a first party device is provided to a cloud managed telephony network appliance. The appliance communicates with a cloud application and is capable of communication with any other appliances which may be associated with a second party device, if that appliance is not already associated with the second party device. Information between the components in the system may be asynchronously updated in order to provide first party information and more granular matches.

Abstract translation: 提出了一种用于混合云分布式系统中的设备之间的联系人识别传播的系统和方法。 与第一方设备相关联的信息被提供给云管理电话网络设备。 该设备与云应用通信，并且能够与可能与第二方设备相关联的任何其他设备进行通信，如果该设备尚未与第二方设备相关联。 可以异步地更新系统中的组件之间的信息，以便提供第一方信息和更细粒度的匹配。

公开(公告)号：WO2015134452A1

公开(公告)日：2015-09-11

申请号：PCT/US2015/018429

申请日：2015-03-03

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： CHELUVARAJA, Srinath ,  IYER, Ananth Nagaraja ,  WYSS, Felix Immanuel

IPC: G06F17/30 ,  G06F17/27

CPC classification number: G06F17/30743 ,  G10L25/51

Abstract: A system and method are presented for optimization of audio fingerprint search. In an embodiment, the audio fingerprints are organized into a recursive tree with different branches containing fingerprint sets that are dissimilar to each other. The tree is constructed using a clustering algorithm based on a similarity measure. The similarity measure may comprise a Hamming distance for a binary fingerprint or a Euclidean distance for continuous valued fingerprints. In another embodiment, each fingerprint is stored at a plurality of resolutions and clustering is performed hierarchically. The recognition of an incoming fingerprint begins from the root of the tree and proceeds down its branches until a match or mismatch is declared. In yet another embodiment, a fingerprint definition is generalized to include more detailed audio information than in the previous definition.

Abstract translation: 提出了一种用于音频指纹搜索优化的系统和方法。 在一个实施例中，音频指纹被组织成具有不同分支的递归树，该分支包含彼此不相似的指纹集。 使用基于相似性度量的聚类算法构建树。 相似性度量可以包括二进制指纹的汉明距离或连续值指纹的欧几里德距离。 在另一个实施例中，每个指纹以多个分辨率存储，并且分层地进行聚类。 输入指纹的识别从树的根开始，并向下延伸到其分支，直到声明匹配或不匹配。 在另一个实施例中，指纹定义被概括为包括比先前定义中更详细的音频信息。

公开(公告)号：WO2018102462A3

公开(公告)日：2018-06-07

申请号：PCT/US2017/063799

申请日：2017-11-29

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： WYSS, Felix Immanuel ,  LUTHY, Nicholas M.

IPC: G06F21/32 ,  G10L17/24 ,  H04L9/32 ,  G06F21/33

Abstract: A system and method are presented for multi-factor authentication using voice biometric verification. When a user requests access to a system or application, voice identification may be triggered. An auditory connection is initiated with the user where the user may be prompted to speak the current value of their multi-factor authentication token. The captured voice of the user speaking is concurrently fed into an automatic speech recognition engine and a voice biometric verification engine. The automatic speech recognition system recognizes the digit sequence to verify that the user is in possession of the token and the voice biometric engine verifies that the speaker is the person claiming to be the user requesting access. The user is then granted access to the system or application once they have been verified.

公开(公告)号：WO2016200391A1

公开(公告)日：2016-12-15

申请号：PCT/US2015/035342

申请日：2015-06-11

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： RAGHAVENDRA, E. Veera ,  GANAPATHIRAJU, Aravind

IPC: G10L13/02

CPC classification number: G10L13/06 ,  G10L15/00 ,  G10L2025/906

Abstract: A system and method are presented for outlier identification to remove poor alignments in speech synthesis. The quality of the output of a text-to-speech system directly depends on the accuracy of alignments of a speech utterance. The identification of mis-alignments and mis-pronunciations from automated alignments may be made based on fundamental frequency methods and group delay based outlier methods. The identification of these outliers allows for their removal, which improves the synthesis quality of the text-to-speech system.

Abstract translation: 提出了一种系统和方法，用于异常值识别，以消除语音合成中的不良对准。 文本到语音系统的输出质量直接取决于语音语音对齐的准确性。 可以基于基本频率方法和基于群延迟的异常方法来识别自动比对的误排列和错误发音。 识别这些异常值允许它们的去除，这提高了文本到语音系统的综合质量。

公开(公告)号：WO2016093921A1

公开(公告)日：2016-06-16

申请号：PCT/US2015/051627

申请日：2015-09-23

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： WICAKSONO, Bayu Aji ,  GOUW, Andy Raphael ,  TER, Wei Xun

IPC: G06Q10/00 ,  G06Q10/06

CPC classification number: G06Q10/063118 ,  G06Q10/06375

Abstract: A system and method are presented for generating staffing requirements for deferred work in a contact center environment. In an embodiment, a simulation of deferred work performance is used to generate staffing requirement. Information, such as volume offered, expected handle time, available staff distributed throughout the intervals over a period of time, etc., are utilized for determining service performance metrics. The simulation accounts for transient data (e.g., number of deferred work handled or completed, number of backlog from an interval to the next, starting number of deferred work in the system, etc.) and determines performance metrics using that transient data.

Abstract translation: 介绍了一种系统和方法，用于在联络中心环境中产生延期工作的人员配备要求。 在一个实施例中，延迟工作绩效的模拟被用于产生员工需求。 利用诸如提供的数量，预期的处理时间，在一段时间内在整个间隔中分布的可用人员等信息来确定服务性能度量。 模拟考虑瞬时数据（例如，处理或完成的延期工作的数量，从间隔到下一个间隔的积压数量，系统中延期工作的开始数量等）并使用该瞬时数据确定性能度量。 p>

公开(公告)号：WO2015108935A1

公开(公告)日：2015-07-23

申请号：PCT/US2015/011348

申请日：2015-01-14

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： TAN, Yingyi ,  GANAPATHIRAJU, Aravind ,  WYSS, Felix Immanuel

IPC: G10L13/00

CPC classification number: G10L13/08

Abstract: A system and method are presented for the synthesis of speech from provided text. Particularly, the generation of parameters within the system is performed as a continuous approximation in order to mimic the natural flow of speech as opposed to a step-wise approximation of the parameter stream. Provided text may be partitioned and parameters generated using a speech model. The generated parameters from the speech model may then be used in a post-processing step to obtain a new set of parameters for application in speech synthesis.

Abstract translation: 提供了一种从提供的文本合成语音的系统和方法。 特别地，系统内的参数的产生被执行为连续近似，以便模拟语音的自然流动而不是参数流的逐步近似。 所提供的文本可以被分割并且使用语音模型生成参数。 然后可以在后处理步骤中使用来自语音模型的所生成的参数，以获得用于语音合成中的应用的一组新参数。

公开(公告)号：WO2018126221A1

公开(公告)日：2018-07-05

申请号：PCT/US2017/069112

申请日：2017-12-29

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： MCCOY, Edward, Dale Victor

IPC: H04L29/06

CPC classification number: H04M3/5233 ,  G06Q30/016 ,  H04M3/5125 ,  H04M3/5175

Abstract: In a method for managing a contact center, the method includes: receiving, by a processor, a first incoming communication from a communication device associated with a customer; determining, by the processor, the first incoming communication should not be routed to any agents from among a first group of agents; routing, by the processor, the first incoming communication to an electronic device operated by an agent from among a second group of agents; monitoring, by the processor, an outcome of an interaction between the agent and the customer; determining, by the processor, a quality level for the agent in handling the interaction with respect to the first incoming communication; and routing, by the processor, a second incoming communication to the second agent based on the quality level for the agent in handling the interaction with respect to the second incoming communication.

公开(公告)号：WO2018118989A1

公开(公告)日：2018-06-28

申请号：PCT/US2017/067418

申请日：2017-12-19

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： MCCOY, Edward Dale, Victor

IPC: H04M3/42

CPC classification number: H04M3/5235 ,  G06F17/2765 ,  G06F17/2785 ,  H04L51/12 ,  H04L51/20 ,  H04L51/26 ,  H04L51/32 ,  H04M3/42068 ,  H04M3/5191 ,  H04M2203/655

Abstract: A method of routing social media communication in a contact center system supporting an organization includes receiving, by a processor, a plurality of communications by one or more users from one or more social media platforms, determining, by the processor, valuation scores for the communications, filtering, by the processor, the communications based on a criteria, reorganizing, by the processor, the filtered communications based on the valuation scores, and routing, by the processor, the communications to a plurality of agents of the contact center system.