公开(公告)号：US09288312B2

公开(公告)日：2016-03-15

申请号：US14541679

申请日：2014-11-14

Applicant: CARE MONITORING 2000 LIMITED

Inventor： Peter Longman ,  Chris Jackson

IPC: H04M11/00 ,  H04M1/56 ,  H04M15/06 ,  H04M3/42

CPC classification number: H04M3/42042 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42195 ,  H04M3/42348 ,  H04M2201/41 ,  H04M2203/6045

Abstract: There is provided a monitoring system for monitoring incoming telephone calls, including telephone calls with different called numbers, the system comprising an electronic processor and an associated database containing caller details with corresponding telephone numbers and details regarding locations and/or people to visit with corresponding telephone numbers, the system being adapted to: detect the originating number of the caller and the called number to which the incoming call was made; to store the time, date and number of an incoming call the originating number of which has been detected and store data representing the number to which the incoming call was made; and to identify the location of the caller/person being visited by the caller corresponding to the detected called number by referring to the associated database, and to identify the identity of the caller corresponding to the originating number by referring to the associated database.

Abstract translation: 提供了一种用于监视进入的电话呼叫的监视系统，包括具有不同被叫号码的电话呼叫，该系统包括电子处理器和包含呼叫者细节的相关联的数据库，具有对应的电话号码以及关于位置和/或与相应电话机访问的人员的细节 数字，该系统适于：检测呼叫者的发起号码和进入呼叫的被叫号码; 存储已被检测到的始发号码的来电的时间，日期和号码，并存储表示进入呼叫的号码的数据; 并且通过参考相关联的数据库来识别与所检测到的被叫号码相对应的呼叫者被访问的呼叫者/人的位置，并且通过参考相关联的数据库来识别对应于始发号码的呼叫者的身份。

公开(公告)号：US20160057282A1

公开(公告)日：2016-02-25

申请号：US14834390

申请日：2015-08-24

Applicant: Cyara Solutions Pty Ltd

Inventor： Alok Kulkarni

IPC: H04M3/22 ,  H04M3/51 ,  G10L17/04

CPC classification number: H04M3/2227 ,  G10L17/00 ,  G10L17/02 ,  G10L17/04 ,  G10L17/22 ,  H04M3/2218 ,  H04M3/28 ,  H04M3/323 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/527 ,  H04M2201/41 ,  H04M2203/6054

Abstract: A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.

Abstract translation: 一种用于在语音生物测定系统环境中自动适应和改进扬声器认证的系统，包括语音采样收集器，目标选择器，语音分析器，语音数据修改器和呼叫流创建器。 语音采样收集器从扬声器认证系统中的注册参与者的数据库检索语音样本。 目标选择器选择将用于测试扬声器认证系统的目标用户。 语音分析器从每个语音样本中提取语音分量数据集。 呼叫流创建者产生用于测试说话人认证系统的多个呼叫流程，每个呼叫流程是冒名顶替者呼叫流程或合法呼叫流程。 由呼叫流创建者创建的呼叫流用于测试扬声器认证系统。

公开(公告)号：US20160036976A1

公开(公告)日：2016-02-04

申请号：US14880122

申请日：2015-10-09

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/51 ,  G10L25/51 ,  G10L15/26 ,  G06F17/21 ,  H04M3/523 ,  H04M3/22

CPC classification number: H04M3/5232 ,  G06F17/21 ,  G06Q10/063112 ,  G06Q10/1053 ,  G10L15/08 ,  G10L15/26 ,  G10L15/30 ,  G10L17/26 ,  G10L25/51 ,  G10L25/60 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/402

Abstract: A system and method for providing agent guidance is provided. Speech communicated by a user to an agent is monitored during a call within a call center. Traits of the user are identified during the call based on the speech of the user. A determination is made as to how likely the user is to accept an offer provided by the agent based on the user traits. The user is classified as belonging to one of a plurality of stages of persuasion based on the likelihood determination, and guidance is provided to the agent based on classification of the user in at least one of the classes. The offer is provided to the user based on the guidance.

Abstract translation: 提供了一种用于提供代理指导的系统和方法。 在呼叫中心内的呼叫期间，监视由用户传送给代理的语音。 基于用户的语音在呼叫期间识别用户的特征。 确定用户基于用户特征接受代理提供的报价的可能性。 基于可能性确定将用户归类为多个阶段的劝导阶段，并且基于至少一个类别中的用户的分类向代理提供引导。 根据指导，向用户提供报价。

公开(公告)号：US09247056B2

公开(公告)日：2016-01-26

申请号：US11680908

申请日：2007-03-01

Applicant: Baiju D. Mandalia ,  Victor S. Moore ,  Wendi L. Nusbickel

Inventor： Baiju D. Mandalia ,  Victor S. Moore ,  Wendi L. Nusbickel

IPC: H04M1/64 ,  H04M3/51 ,  G10L17/00 ,  H04M3/00

CPC classification number: H04M3/51 ,  G10L17/00 ,  H04M2201/41

Abstract: The present invention discloses a contact center with speaker identification and verification (SIV) capabilities. In the invention, a set of contact center components can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, and can provide skills based routing for assigning live agents to callers. The SIV component can analyze speech utterances to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances. Additionally, the SIV component can process speech from contact center sessions. In one embodiment, the SIV component can prevent agent substitutions from occurring of which the call center is unaware. The SIV component can also be used to distinguish whether communication session content was spoken by a contact center agent or a caller.

Abstract translation: 本发明公开了具有说话人识别和验证（SIV）能力的联络中心。 在本发明中，一组联络中心组件可以提供与呼叫者的自动交互式通信，可以为等待与直播代理通信的呼叫者提供队列管理，并且可以提供基于技能的路由以将呼叫者分配给现场代理。 SIV组件可以基于所分析的语音话语的生物特征分析语音话语来确定说话者识别。 另外，SIV组件可以处理来自联络中心会话的语音。 在一个实施例中，SIV组件可以防止呼叫中心不知情的代理发生。 SIV组件也可用于区分通信会话内容是否由联络中心代理或呼叫者发言。

公开(公告)号：US09245254B2

公开(公告)日：2016-01-26

申请号：US13397289

申请日：2012-02-15

Applicant: Richard T. Lord ,  Robert W. Lord ,  Nathan P. Myhrvold ,  Clarence T. Tegreene ,  Roderick A. Hyde ,  Lowell L. Wood, Jr. ,  Muriel Y. Ishikawa ,  Victoria Y. H. Wood ,  Charles Whitmer ,  Paramvir Bahl ,  Douglas C. Burger ,  Ranveer Chandra ,  William H. Gates, III ,  Paul Holman ,  Jordin T. Kare ,  Craig J. Mundie ,  Tim Paek ,  Desney S. Tan ,  Lin Zhong ,  Matthew G. Dyor

Inventor： Richard T. Lord ,  Robert W. Lord ,  Nathan P. Myhrvold ,  Clarence T. Tegreene ,  Roderick A. Hyde ,  Lowell L. Wood, Jr. ,  Muriel Y. Ishikawa ,  Victoria Y. H. Wood ,  Charles Whitmer ,  Paramvir Bahl ,  Douglas C. Burger ,  Ranveer Chandra ,  William H. Gates, III ,  Paul Holman ,  Jordin T. Kare ,  Craig J. Mundie ,  Tim Paek ,  Desney S. Tan ,  Lin Zhong ,  Matthew G. Dyor

IPC: G10L15/00 ,  G06F3/00 ,  G06Q10/10 ,  H04N5/445 ,  H04M3/56 ,  G06F17/27 ,  G06F17/28 ,  G10L17/00 ,  H04L12/18 ,  G06F3/16 ,  G10L15/26 ,  G10L13/02 ,  H04M3/42

CPC classification number: G06Q10/10 ,  G06F3/165 ,  G06F17/2765 ,  G06F17/289 ,  G10L13/02 ,  G10L15/26 ,  G10L15/265 ,  G10L17/00 ,  H04L12/1831 ,  H04L65/403 ,  H04L67/306 ,  H04M3/42221 ,  H04M3/56 ,  H04M2201/405 ,  H04M2201/41 ,  H04N5/44543

Abstract: Techniques for ability enhancement are described. Some embodiments provide an ability enhancement facilitator system (“AEFS”) configured to enhance voice conferencing among multiple speakers. Some embodiments of the AEFS enhance voice conferencing by recording, translating and presenting voice conference history information based on speaker-related information, wherein the translation is based on language identification using multiple speech recognizers and GPS information. The AEFS receives data that represents utterances of multiple speakers who are engaging in a voice conference with one another. The AEFS then determines speaker-related information, such as by identifying a current speaker, locating an information item (e.g., an email message, document) associated with the speaker, or the like. The AEFS records conference history information (e.g., a transcript) based on the determined speaker-related information. The AEFS then informs a user of the conference history information, such as by presenting a transcript of the voice conference and/or related information items on a display of a conferencing device associated with the user.

Abstract translation: 描述了能力提升的技术。 一些实施例提供了一种配置用于增强多个扬声器之间的语音会议的能力增强辅助系统（“AEFS”）。 AEFS的一些实施例通过基于扬声器相关信息记录，翻译和呈现语音会议历史信息来增强语音会议，其中翻译是基于使用多个语音识别器和GPS信息的语言识别。 AEFS接收的数据表示多个演讲者正在进行语音会议的演讲。 然后，AEFS确定说话者相关的信息，例如通过识别当前的说话者，定位与说话者相关联的信息项（例如，电子邮件消息，文档）等。 AEFS基于所确定的说话者相关信息记录会议历史信息（例如，抄本）。 然后，AEFS向用户通知会议历史信息，例如通过在与用户相关联的会议设备的显示器上呈现语音会议和/或相关信息项的抄本。

公开(公告)号：US09219820B2

公开(公告)日：2015-12-22

申请号：US13971657

申请日：2013-08-20

Applicant: AT&T Intellectual Property II, L.P.

Inventor： Marian Croak ,  Hossein Eslambolchi

IPC: H04M3/42 ,  H04M3/56 ,  H04M3/38

CPC classification number: H04M3/56 ,  H04M3/385 ,  H04M2201/41 ,  H04M2207/20

Abstract: A method and apparatus for providing access to teleconference services using voice recognition technology to receive information on packet networks such as Voice over Internet Protocol (VoIP) and Service over Internet Protocol (SoIP) networks are disclosed. In one embodiment, the service provider enables a caller to enter access information for accessing a conference service using at least one natural language response.

公开(公告)号：US09191500B2

公开(公告)日：2015-11-17

申请号：US14455490

申请日：2014-08-08

Applicant: Motorola Mobility LLC

Inventor： Mark R. Lemke ,  Ramy S. Ayoub

IPC: H04M1/725 ,  H04M3/42 ,  H04M3/436 ,  H04M3/537 ,  H04M3/53

CPC classification number: H04M3/42059 ,  H04M3/42195 ,  H04M3/436 ,  H04M3/53 ,  H04M3/537 ,  H04M2201/41

Abstract: Methods and devices are provided for identifying a caller after receiving a missed call from a calling device that is not associated with the caller. An exemplary method involves obtaining an audio message from the caller, recognizing the caller as being a first contact of the called individual by matching an audio sample associated with the first contact to at least a portion of the audio message, and graphically indicating an association between the first contact and the missed call after recognizing the first contact as the caller.

Abstract translation: 提供方法和设备用于在从呼叫设备接收到未与呼叫者相关联的未接来电之后识别呼叫者。 一种示例性方法包括从呼叫者获得音频消息，通过将与第一联系人相关联的音频样本与音频消息的至少一部分相匹配来识别呼叫者为被叫人的第一联系人，并以图形方式指示 识别第一个联系人作为来电者后的第一个联系人和未接来电。

公开(公告)号：US09143610B2

公开(公告)日：2015-09-22

申请号：US13966011

申请日：2013-08-13

Applicant: Global Tel*Link Corp.

Inventor： Stephen Lee Hodge

IPC: H04M1/68 ,  H04M3/38 ,  H04M1/67 ,  H04M3/22

CPC classification number: 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

Abstract: 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.

Abstract translation: 提供安全电话呼叫管理系统，用于在机构设施中验证电话系统的用户。 电话呼叫管理系统的用户的认证是通过使用个人识别号码，生物测定装置和/或射频装置来实现的。 安全电话呼叫管理系统包括能够基于用户帐户中的资金限制对系统的访问的会计软件，并且包括能够对系统进行广泛或本地改变的管理软件。 系统监视电话呼叫中的对话以检测会话音频中的第一特征的存在，如果第一特征与用户或被叫方的生物特征信息的第二特征不匹配，则终止电话呼叫。

公开(公告)号：US09008284B2

公开(公告)日：2015-04-14

申请号：US12352525

申请日：2009-01-12

Applicant: Sanford J. Morganstein ,  Sergey Zaks

Inventor： Sanford J. Morganstein ,  Sergey Zaks

IPC: H04M1/64 ,  G10L17/00 ,  G06F21/32 ,  G10L17/22 ,  H04M3/38 ,  H04M3/42 ,  H04Q3/72 ,  H04M3/22

CPC classification number: G10L17/005 ,  G06F21/32 ,  G10L17/00 ,  G10L17/22 ,  H04M3/2281 ,  H04M3/229 ,  H04M3/38 ,  H04M3/382 ,  H04M3/385 ,  H04M3/387 ,  H04M3/42 ,  H04M3/42042 ,  H04M3/42059 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2242/22 ,  H04Q3/72 ,  H04Q2213/13003 ,  H04Q2213/1305 ,  H04Q2213/13091 ,  H04Q2213/13093 ,  H04Q2213/13095 ,  H04Q2213/13103 ,  H04Q2213/13141 ,  H04Q2213/13175 ,  H04Q2213/13204 ,  H04Q2213/13271 ,  H04Q2213/13282 ,  H04Q2213/13353

Abstract: Systems, apparatuses, and methods for authenticating an individual. A representation of an utterance is received. A candidate record is identified from among a plurality of candidate records by comparing the representation of the utterance with stored utterance data according to a match parameter. An identity of the individual is verified by comparing received ambiguity information with stored ambiguity resolution criteria. If a candidate record is not found, a new record associated with the individual may be created. The individual may be allowed access to a secured resource.

Abstract translation: 用于认证个人的系统，设备和方法。 收到说话的表示。 通过根据匹配参数将话音的表示与存储的话语数据进行比较，从多个候选记录中识别候选记录。 通过将接收到的模糊信息与存储的模糊度分辨率标准进行比较来验证个体的身份。 如果没有找到候选记录，则可以创建与个人相关联的新记录。 个人可能被允许访问受保护的资源。

公开(公告)号：US20150063553A1

公开(公告)日：2015-03-05

申请号：US14460537

申请日：2014-08-15

Applicant: GLEIM CONFERENCING, LLC

Inventor： Garrett William Gleim

IPC: H04M3/56 ,  H04S1/00 ,  H04S7/00

CPC classification number: H04M3/568 ,  H04M2201/41 ,  H04M2250/62 ,  H04N7/147 ,  H04N7/15 ,  H04S1/005 ,  H04S7/302 ,  H04S7/40 ,  H04S2400/11 ,  H04S2420/01

Abstract: A process and system for generating three dimensional audio for television broadcast includes generating a virtual map of participants with a plurality of positions, each participant selecting one of the positions, determining a direction from each position to each other position on the map and to predetermined listener position, receiving sound from each participant, converting the received sound according to the direction of the speaking participant to the listener, mixing the converted sounds, transforming the mixed sound into binaural audio, and directing the binaural audio sound for transmission to a television viewer. The result is a clarified sound that gives to the television viewer a sense of where the speaking participant is positioned relative to the listening television viewer.

Abstract translation: 用于生成电视广播的三维音频的处理和系统包括：生成具有多个位置的参与者的虚拟地图，每个参与者选择一个位置，确定从地图上的每个位置到另一个位置的方向以及预定的听众 接收来自每个参与者的声音，根据讲话者的方向将接收到的声音转换成听众，将转换的声音混合，将混合声音变换为双耳音频，并将双耳音频声音引导到电视观众。 结果是澄清的声音，给予电视观众相对于收听电视观看者的说话参与者位置的感觉。