公开(公告)号：US06920209B1

公开(公告)日：2005-07-19

申请号：US10327248

申请日：2002-12-19

Applicant: Jay L. Gainsboro

Inventor： Jay L. Gainsboro

IPC: H04M3/22 ,  H04M3/36 ,  H04M3/38 ,  H04M3/56 ,  H04M19/02 ,  H04M3/00

CPC classification number: H04M3/385 ,  H04M3/2281 ,  H04M3/36 ,  H04M3/38 ,  H04M3/382 ,  H04M3/387 ,  H04M3/42221 ,  H04M3/56 ,  H04M19/02 ,  H04M2201/40 ,  H04M2201/41

Abstract: A method and apparatus for managing institutional telephone activity utilizes a computer control unit to control a trunk management unit, which connects institutional telephones to outside telephone lines. The computer control unit contains a database for storing the calling privileges and restrictions of institutional users and for recording calling transactions made by the users. The computer control unit implements a prospective call screening feature whereby outside recipients of undesired calls from the institution may enter a code that directs the computer control unit to prohibit similar calls in the future.

Abstract translation: 用于管理机构电话活动的方法和装置利用计算机控制单元来控制将机构电话连接到外部电话线的中继管理单元。 计算机控制单元包含用于存储用户的呼叫特权和限制的数据库和用于记录用户进行的呼叫交易。 计算机控制单元实施预期呼叫筛选功能，其中来自机构的不期望呼叫的外部接收者可以输入指导计算机控制单元在将来禁止类似呼叫的代码。

公开(公告)号：US06914966B2

公开(公告)日：2005-07-05

申请号：US10366013

申请日：2003-02-13

Applicant: Robert Anthony Virzi ,  Marie Wenzel Meteer

Inventor： Robert Anthony Virzi ,  Marie Wenzel Meteer

IPC: H04M3/436 ,  H04M3/42

CPC classification number: H04M3/436 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2207/12

Abstract: Schemes for routing a call using caller identification are described herein. These schemes are termed “real caller ID” and can be capable of determining the identity of a calling party independent of a telephone number from which the call originated. According to one exemplary embodiment, a method of routing a call from a calling party to a receiving party may include accessing a database containing a plurality of voice templates of prior calling parties. Each voice template may have correlated therewith a call disposition parameter defined by the receiving party. Next, a voice response from the calling party may be compared with one of the plurality of voice templates stored in the database. Subsequently, the call may be routed to the receiving party based on a match between the voice response and the one of the plurality of voice templates.

Abstract translation: 这里描述了使用呼叫者识别来路由呼叫的方案。 这些方案被称为“真实呼叫者ID”，并且能够独立于发起呼叫的电话号码来确定主叫方的身份。 根据一个示例性实施例，将呼叫从呼叫方路由到接收方的方法可以包括访问包含多个先前呼叫方语音模板的数据库。 每个语音模板可以与接收方定义的呼叫处理参数相关联。 接下来，可以将来自主叫方的语音响应与存储在数据库中的多个语音模板中的一个进行比较。 随后，可以基于语音响应和多个语音模板中的一个之间的匹配将呼叫路由到接收方。

公开(公告)号：US20050038648A1

公开(公告)日：2005-02-17

申请号：US10638902

申请日：2003-08-11

Applicant: Yun-Cheng Ju ,  David Ollason

Inventor： Yun-Cheng Ju ,  David Ollason

IPC: G10L17/00 ,  G10L15/00 ,  G10L15/06 ,  G10L15/10 ,  G10L15/18 ,  H04M1/57 ,  H04M1/65 ,  H04M3/42 ,  H04M3/436 ,  H04M3/533 ,  H04M3/54

CPC classification number: H04M3/42042 ,  G10L17/00 ,  H04M1/57 ,  H04M1/6505 ,  H04M3/42059 ,  H04M3/436 ,  H04M3/53333 ,  H04M3/53358 ,  H04M3/53366 ,  H04M3/54 ,  H04M2201/41 ,  H04M2203/301

Abstract: A process for collecting the identity of a telephone caller is disclosed. In one embodiment, a personalized Context Free Grammar (CFG) is created for each potential call recipient, and is configured to support identification of incoming callers utilizing voice recognition. Each CFG incorporates an indication of high probability callers and probability weights in each CFG are altered accordingly. When a recipient receives a call, the relevant CFG is applied in association with a voice recognition application to enable at least a preliminary identification of the caller. In accordance with another embodiment, the caller confirms identifications. In accordance with one embodiment, standard caller-ID functionality is utilized if possible at least to assist in the caller identification process. In accordance with still another embodiment, voice recognition enhanced caller identification is utilized to provide intelligent call routing functionality.

Abstract translation: 公开了收集电话呼叫者身份的过程。 在一个实施例中，为每个潜在呼叫接收者创建个性化上下文自由语法（CFG），并且被配置为支持利用语音识别识别传入呼叫者。 每个CFG包含高概率呼叫者的指示和每个CFG中的概率权重相应地被改变。 当接收者接收到呼叫时，将相关的CFG与语音识别应用相关联地应用，以至少使呼叫者的初步识别。 根据另一个实施例，呼叫者确认标识。 根据一个实施例，如果可能的话至少使用呼叫者识别过程来使用标准呼叫者ID功能。 根据另一个实施例，利用语音识别增强呼叫者识别来提供智能呼叫路由功能。

公开(公告)号：US20050018660A1

公开(公告)日：2005-01-27

申请号：US10895898

申请日：2004-07-22

Applicant: Tomoyuki Hayashi

Inventor： Tomoyuki Hayashi

IPC: H04M3/42 ,  H04L29/06 ,  H04M1/00 ,  H04M1/253 ,  H04M1/2745 ,  H04M7/00 ,  H04M11/10 ,  H04L12/66

CPC classification number: H04L65/1096 ,  H04L29/06027 ,  H04M1/2535 ,  H04M3/42068 ,  H04M7/006 ,  H04M7/128 ,  H04M2201/38 ,  H04M2201/41 ,  H04M2250/60

Abstract: According to an instruction of an operator of an IP telephone set 1, the IP telephone set 1 transfers a received signal transmitted from a caller, who is making a call, to a voiceprint collation server 2. Thereafter, the IP telephone set 1 receives and displays data on the caller's past call, which is transmitted from the voiceprint collation server 2 in response to the transfer described above. The voiceprint collation server 2 receives the received signal transferred from the IP telephone set 1, fetches voiceprint data from the received signal and transmits the data on the caller's past call, which is related to the voiceprint data, to the IP telephone set 1.

Abstract translation: 根据IP电话机1的操作员的指示，IP电话机1将从正在进行呼叫的主叫方发送的接收信号传送到声纹打样服务器2.此后，IP电话机1接收 响应于上述的传送，显示从声波分类服务器2发送的呼叫者过去呼叫的数据。 声光整理服务器2接收从IP电话机1传送的接收信号，从接收到的信号中取出声纹数据，并将与声音数据相关的呼叫者过去呼叫的数据发送到IP电话机1。

公开(公告)号：US20040190688A1

公开(公告)日：2004-09-30

申请号：US10403207

申请日：2003-03-31

Inventor： Timothy A. Timmins ,  John S. Miller ,  Nathan B. Baker ,  Christopher A. Huey ,  Philip A. Ljubicich

IPC: H04M001/64

CPC classification number: H04M3/4878 ,  H04M3/42068 ,  H04M3/4931 ,  H04M2201/41

Abstract: In communications systems where multiple users may be associated with the same account, the voiceprint of a user is used to identify a profile of the user, facilitating identification of the user's preferences without requesting additional information from the user. The system may also monitor messages played to individual users, to control the playing of the messages to users. Calls made by users associated with the same account may be allocated to the caller initiating the call in bills, based on voiceprints. Voiceprints may be collected for use in deriving voiceprint samples during registration of a user with the system and during conversations between the user and the system. A voiceprint comparison threshold may be set based on the type of phone calling the system, to compensate for noise. Changes in phone numbers and/or addresses of users are monitored and the threshold is adjusted if changes are found.

Abstract translation: 在多个用户可能与同一帐户相关联的通信系统中，用户的声纹用于识别用户的简档，便于识别用户的偏好而不需要用户的附加信息。 该系统还可以监视对各个用户播放的消息，以控制向用户播放消息。 基于声波纹的用户可以将与同一帐户相关联的用户的呼叫分配给呼叫者发起账单。 可以收集Voiceprint用于在用户与系统注册期间以及在用户与系统之间的对话期间导出声纹样本。 可以基于呼叫系统的电话的类型来设置声纹比较阈值，以补偿噪声。 监控用户的电话号码和/或地址的更改，如果发现更改，则调整阈值。

公开(公告)号：US06747685B2

公开(公告)日：2004-06-08

申请号：US10236119

申请日：2002-09-06

Applicant: Ronnie Bernard Francis Taib ,  Nicolas Daniel Luc Lhuillier ,  Patricia Mary Charlton

Inventor： Ronnie Bernard Francis Taib ,  Nicolas Daniel Luc Lhuillier ,  Patricia Mary Charlton

IPC: H04N714

CPC classification number: H04M3/56 ,  H04M1/57 ,  H04M3/385 ,  H04M2201/41 ,  H04M2203/5081

Abstract: A method of conducting a conference call, comprising: identifying a user (2) of a first communication unit (12) speaking during the conference call; transmitting data related to the identified speaker (2) to other communication units (14, 16, 28) being used by other users (4, 6, 8) participating in the conference call; the communication units (14, 16, 18) receiving the data related to the identified speaker (2) and displaying speaker data based on the received data related to the identified speaker (2). The speaker (2) may be identified by comparing the speech being spoken by the user with a voice profile for that user. Also described is a corresponding communication system, a caller identification module (21), and adapted communication units (12, 14, 16, 18).

Abstract translation: 一种进行电话会议的方法，包括：识别在电话会议期间发言的第一通信单元（12）的用户（2）; 将与所述识别的扬声器（2）相关的数据发送到参与所述电话会议的其他用户（4,6,8）使用的其他通信单元（14,16,28）; 接收与所识别的扬声器（2）相关的数据的通信单元（14,16,18），并且基于与所识别的扬声器（2）相关的接收数据来显示扬声器数据。 扬声器（2）可以通过将用户说出的语音与该用户的语音简档进行比较来识别。 还描述了相应的通信系统，呼叫者识别模块（21）和适配的通信单元（12,14,16,18）。

公开(公告)号：US20040010408A1

公开(公告)日：2004-01-15

申请号：US10192068

申请日：2002-07-10

Inventor： Babu V. Mani

IPC: G10L017/00

CPC classification number: H04M3/42 ,  G10L17/00 ,  H04M3/38 ,  H04M2201/41 ,  H04M2203/6054

Abstract: A method for identifying a caller based on voice recognition is provided that includes receiving call data from a communication device through a communication network. The call data comprises voice data for a user of the communication device. A search is performed for an identifying data match based on the call data. A voice recognition system is activated when an identifying data match is found and uniquely identifies a user. A search is performed for a first voice pattern match with the voice recognition system based on the call data. A user identifier corresponding to the first voice pattern is provided to the communication network when the first voice pattern match is found, the user identifier operable to identify the user of the communication device.

Abstract translation: 提供了一种用于基于语音识别来识别呼叫者的方法，其包括通过通信网络从通信设备接收呼叫数据。 呼叫数据包括用于通信设备的用户的语音数据。 基于呼叫数据进行识别数据匹配的搜索。 当识别数据匹配并且唯一地标识用户时，语音识别系统被激活。 基于呼叫数据，执行与语音识别系统的第一语音模式匹配的搜索。 当找到第一语音模式匹配时，将与第一语音模式对应的用户标识符提供给通信网络，该用户标识符用于识别通信设备的用户。

公开(公告)号：US20030110034A1

公开(公告)日：2003-06-12

申请号：US10181153

申请日：2002-10-07

Inventor： Fred Runge ,  Christel Mueller ,  Marian Trinkel ,  Thomas Ziem

IPC: G10L015/00

CPC classification number: G10L17/04 ,  G10L17/24 ,  H04M3/42059 ,  H04M2201/41

Abstract: The present invention is directed to a method for the voice-operated identification of the user of a telecommunications line in a telecommunications network in the course of a dialog with a voice-operated dialog system. In accordance with the present invention, utterances spoken by a caller from a group of callers limited to one telecommunications line are used during a human-to-human and/or human-to-machine dialog to apply a reference pattern for the caller. For each reference pattern, a user identifier is stored which is activated once the caller is identified, and, together with the CLI and/or ANI identifier of the telecommunications line, are made available to a server having a voice-controlled dialog system. On the basis of the CLI, including the user identifier, data previously stored for this user are ascertained by the system and made available for the dialog interface with the customer. The method of the present invention is preferably used for voice-controlled dialog systems.

Abstract translation: 本发明涉及一种用于在与语音操作的对话系统对话的过程中在电信网络中的电信线路的用户的语音操作识别的方法。 根据本发明，在人对人和/或人对机对话期间，使用来自限于一个电信线路的呼叫者组的呼叫者发出的话语来为呼叫者应用参考模式。 对于每个参考模式，存储一个用户标识符，一旦识别出呼叫者，该用户识别符被激活，并且与电话线的CLI和/或ANI标识符一起使得具有语音控制对话系统的服务器可用。 在CLI的基础上，包括用户标识符，系统确定了先前为此用户存储的数据，并为客户提供对话界面。 本发明的方法优选用于语音对话系统。

公开(公告)号：US06529881B2

公开(公告)日：2003-03-04

申请号：US08918937

申请日：1997-08-25

Applicant: Sanford J. Morganstein ,  Sergey Zaks

Inventor： Sanford J. Morganstein ,  Sergey Zaks

IPC: G06F1760

CPC classification number: H04M3/42 ,  G06Q20/206 ,  G10L17/22 ,  H04M3/2281 ,  H04M3/229 ,  H04M3/382 ,  H04M3/385 ,  H04M3/387 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/51 ,  H04M3/53358 ,  H04M3/53366 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2242/22 ,  H04Q3/72 ,  H04Q3/74 ,  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: A system (500) for identifying an unidentified customer (510) includes a database (42) that contains utterance data (162) corresponding to a known customer. A processing system (502) coupled to the database (42) receives utterance information corresponding to the unidentified customer (510) at the point of sale and compares the utterance information with the utterance data (162) to identify the unidentified customer (510) as the known customer. In response, the processing system (502) may automatically retrieve stored information (104, 132, 162) corresponding to the known customer.

Abstract translation: 用于识别未识别客户（510）的系统（500）包括数据库（42），其包含对应于已知客户的话语数据（162）。 耦合到数据库（42）的处理系统（502）在销售点接收与未识别的客户（510）相对应的话语信息，并将话语信息与话语数据（162）进行比较，以将不明身份的客户（510）识别为 已知客户。 作为响应，处理系统（502）可以自动检索对应于已知客户的存储信息（104,132,162）。

公开(公告)号：US12132865B2

公开(公告)日：2024-10-29

申请号：US18376605

申请日：2023-10-04

Applicant: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY

Inventor： Sylvia Hernandez

IPC: H04M3/51 ,  G06F40/205 ,  G10L17/04 ,  G10L17/08 ,  G10L25/51 ,  G10L25/63 ,  G10L25/87 ,  H04M3/42 ,  G10L15/26

CPC classification number: H04M3/5175 ,  G06F40/205 ,  G10L17/04 ,  G10L17/08 ,  G10L25/51 ,  G10L25/63 ,  H04M3/42 ,  G10L15/26 ,  G10L25/87 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/40 ,  H04M2203/401

Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.