公开(公告)号：US20150025888A1

公开(公告)日：2015-01-22

申请号：US14060322

申请日：2013-10-22

Applicant: Nuance Communications, Inc.

Inventor： Robert Douglas Sharp

IPC: G10L17/00

CPC classification number: G10L17/00 ,  G10L17/04 ,  G10L17/22 ,  H04M3/42042 ,  H04M3/42068 ,  H04M2201/41 ,  H04M2203/6045 ,  H04M2203/6054 ,  H04M2203/6081

Abstract: A method of enabling speaker identification, the method comprising receiving an identifier, the identifier having a limited number of potential speakers associated with it, processing speech data received from a speaker, and when the speaker is recognized, tagging a speaker and displaying a speaker identity. The method further comprises, when the speaker is not recognized, prompting an associate to identify the speaker

Abstract translation: 一种使扬声器识别的方法，所述方法包括接收标识符，所述标识符具有与其相关联的有限数量的潜在扬声器，处理从扬声器接收的语音数据，以及当所述扬声器被识别时，标记扬声器并显示扬声器身份 。 该方法还包括：当扬声器未被识别时，提示联络人识别扬声器

公开(公告)号：US20150003603A1

公开(公告)日：2015-01-01

申请号：US14485596

申请日：2014-09-12

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/523

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 pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent.

Abstract translation: 提供了一种用于在呼叫中心环境中配对代理和呼叫者的系统和方法。 从呼叫者接收到呼叫中心呼叫。 在呼叫期间从呼叫者接收到语音样本，并且从语音样本识别呼叫者的特征。 呼叫者的特征与呼叫中心内的一个或多个候选代理的特征进行比较。 基于呼叫者和该候选代理共享的特征的数量，在呼叫者和每个候选代理之间确定相似性。 基于相似性选择候选代理之一，并且呼叫者与选择的候选代理连接。

公开(公告)号：US08923489B1

公开(公告)日：2014-12-30

申请号：US13869309

申请日：2013-04-24

Applicant: West Corporation

Inventor： Blake John Roux ,  Craig A Webster

IPC: H04M1/64 ,  H04W4/12

CPC classification number: H04M3/493 ,  H04L67/306 ,  H04M3/42068 ,  H04M3/42153 ,  H04M2201/41 ,  H04M2203/255 ,  H04M2203/558

Abstract: A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.

Abstract translation: 公开了将用户简档信息应用于定制应用的方法和装置。 一种示例性操作方法可以包括从用户设备接收查询消息或呼叫，从查询消息中接收查询消息信息来识别和授权用户，检索包括至少一个用户偏好的用户简档，应用至少一个用户 优选于用户呼叫处理应用，以及基于所应用的至少用户偏好来向用户设备发送菜单选项。

公开(公告)号：US08913720B2

公开(公告)日：2014-12-16

申请号：US13767460

申请日：2013-02-14

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

Inventor： Mazin Gilbert

IPC: H04M3/38 ,  H04M3/51 ,  H04M3/42 ,  G10L17/04

CPC classification number: H04M3/4936 ,  G10L17/04 ,  G10L17/14 ,  H04M3/385 ,  H04M3/42221 ,  H04M3/51 ,  H04M2201/36 ,  H04M2201/41 ,  H04M2203/6045

Abstract: A method includes receiving a communication from a party at a voice response system and capturing verbal communication spoken by the party. Then a processor creates a voice model associated with the party, the voice model being created by processing the captured verbal communication spoken by the party. The creation of the voice model is imperceptible to the party. The voice model is then stored to provide voice verification of the party during a subsequent communication.

Abstract translation: 一种方法包括从语音响应系统的一方接收通信并捕获由该方所说的口头通信。 然后，处理器创建与该方相关联的语音模型，该语音模型是通过处理由该方所说出的所捕获的语言通信来创建的。 声音模式的创建是党无法察觉的。 然后存储语音模型以在随后的通信期间提供对方的语音验证。

公开(公告)号：US08842811B2

公开(公告)日：2014-09-23

申请号：US13549101

申请日：2012-07-13

Applicant: Gilad Odinak ,  Thomas Veatch

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M1/64 ,  H04M3/51 ,  H04B1/38 ,  H04M3/523

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 computer-implemented system and method for providing recommendations for hiring agents within a call center environment is provided. A list of candidates for hire as agents within a call center is maintained. A voice recording from each of the candidates is analyzed by measuring voice characteristics within the voice recording and by calculating a score for the voice recording based on the measured voice characteristics. A threshold is applied to the voice recording score. One or more of the candidates on the list of candidates for hire is retained when the voice recording score for that candidate satisfies the threshold. One or more of the candidates from the list is removed when the voice recording score for that candidate fails to satisfy the threshold.

Abstract translation: 提供了一种用于在呼叫中心环境内为雇用代理提供建议的计算机实现的系统和方法。 保留在呼叫中心内作为代理人雇用的候选人名单。 通过测量语音记录中的语音特征，并通过基于所测量的语音特征来计算语音记录的得分来分析来自每个候选者的语音记录。 对录音分数应用阈值。 当候选人的录音分数满足阈值时，保留候选人候选人名单中的一个或多个候选人。 当该候选者的录音分数不能满足阈值时，该列表中的一个或多个候选者被移除。

公开(公告)号：US20140258413A1

公开(公告)日：2014-09-11

申请号：US14352463

申请日：2011-10-18

Applicant: Jurgen Brieskorn

Inventor： Jurgen Brieskorn

IPC: H04L12/18

CPC classification number: H04L12/1822 ,  H04L12/1831 ,  H04M3/42221 ,  H04M3/567 ,  H04M3/569 ,  H04M2201/41 ,  H04N7/147 ,  H04N7/152

Abstract: A method for providing data produced in a conference, in which voice signals from participants in the conference are mixed in a conference bridge, comprises provision of a time base that runs concurrently over the duration of the conference and setup of automatic identification of each participant when this participant speaks in the conference. The method also comprises capture of conversation contribution by each speaking participant to a conversation by the participants which is conducted during the conference as speaking time associated with each speaking participant at the conference, association of a time stamp with the speaking time, and production of statistical data by virtue of statistical evaluation of the speaking times of the participants.

Abstract translation: 一种用于提供在会议中产生的数据的方法，其中来自会议参与者的语音信号在会议桥中混合，包括提供在会议期间同时运行的时基，并且建立每个参与者的自动识别， 这个参与者在会议中说话。 该方法还包括将会议期间由与会者进行的参与者的会话贡献的会话作为与会议中的每个说话参与者相关联的讲话时间，时间戳与说话时间的关联以及统计的生成 数据通过对参与者的发言时间进行统计评估。

公开(公告)号：US20140249819A1

公开(公告)日：2014-09-04

申请号：US14275539

申请日：2014-05-12

Applicant: Nuance Communications, Inc.

Inventor： David Jaramillo ,  Gerald M. McCobb

IPC: G10L17/22

CPC classification number: G10L17/22 ,  G06F21/32 ,  G10L17/00 ,  H04M3/385 ,  H04M2201/41

Abstract: A method of verifying a user identity using a Web-based multimodal interface can include sending, to a remote computing device, a multimodal markup language document that, when rendered by the remote computing device, queries a user for a user identifier and causes audio of the user's voice to be sent to a multimodal, Web-based application. The user identifier and the audio can be received at about a same time from the client device. The audio can be compared with a voice print associated with the user identifier. The user at the remote computing device can be selectively granted access to the system according to a result obtained from the comparing step.

Abstract translation: 使用基于Web的多模式接口验证用户身份的方法可以包括向远程计算设备发送多模式标记语言文档，该多式联动标记语言文档在由远程计算设备呈现时向用户查询用户标识符并导致 将用户的语音发送到多模式的基于Web的应用程序。 可以在大约相同的时间从客户端设备接收用户标识符和音频。 音频可以与与用户标识符相关联的语音打印进行比较。 可以根据从比较步骤获得的结果，选择性地授予对远程计算设备的用户对系统的访问。

公开(公告)号：US08824642B2

公开(公告)日：2014-09-02

申请号：US11647227

申请日：2006-12-29

Applicant: Christopher L. Helbling ,  Craig L. Reding ,  Paula Dromlewicz ,  John Reformato

Inventor： Christopher L. Helbling ,  Craig L. Reding ,  Paula Dromlewicz ,  John Reformato

IPC: H04M1/64 ,  H04M3/38 ,  H04M3/493 ,  H04B1/38 ,  H04M3/533

CPC classification number: H04M3/38 ,  H04M3/493 ,  H04M3/533 ,  H04M2201/40 ,  H04M2201/41

Abstract: Methods and apparatuses for enabling a user to perform telecommunication operations are disclosed. A method disclosed includes receiving a device having a storage containing data corresponding to an account identifier and data associated with a voice portal and then establishing a connection with a server associated with the voice portal. Upon establishing the connection, the data corresponding to the account identifier is provided to the server associated with the voice portal. Then, upon confirmation by the server that the account identifier corresponds to an active subscriber account, the user is enabled to perform selected operations of the voice portal using voice input commands based on limitations, if any, associated with the active subscriber account.

Abstract translation: 公开了使用户能够执行电信操作的方法和装置。 所公开的方法包括接收具有包含对应于帐户标识符的数据的存储器和与语音门户相关联的数据，然后与与语音门户相关联的服务器建立连接的设备。 建立连接后，将与帐户标识符相对应的数据提供给与语音门户相关联的服务器。 然后，在由服务器确认帐户标识符对应于活动订户帐户之后，用户能够基于与活动用户帐户相关联的限制（如果有的话），使用语音输入命令来执行语音门户的选择的操作。

公开(公告)号：US08817964B2

公开(公告)日：2014-08-26

申请号：US12028987

申请日：2008-02-11

Applicant: Moon J. Kim ,  Eric T. C. Yee

Inventor： Moon J. Kim ,  Eric T. C. Yee

IPC: H04M3/42 ,  H04M11/00 ,  H04M1/00 ,  H04L12/16 ,  H04Q11/00 ,  H04N7/14

CPC classification number: H04M3/569 ,  H04M2201/41 ,  H04M2203/5081

Abstract: An improved solution for telephonic voice authentication and display is provided. A method of identifying conference call participants includes detecting a sound made by one of conference call participants; identifying this conference call participant based on the sound; and then displaying an attribute of the conference call participant to one of the other conference call participants. The attribute may include a picture, a name, and/or other information related to the identified conference call participant.

Abstract translation: 提供了一种改进的电话语音认证和显示解决方案。 一种识别电话会议参与者的方法包括：检测由一个电话会议参与者发出的声音; 基于声音识别该电话会议参与者; 然后将电话会议参与者的属性显示给其他电话会议参与者之一。 该属性可以包括图片，名称和/或与所识别的电话会议参与者相关的其他信息。

公开(公告)号：US08804918B2

公开(公告)日：2014-08-12

申请号：US14151865

申请日：2014-01-10

Applicant: International Business Machines Corporation

Inventor： Peeyush Jaiswal ,  Naveen Narayan

IPC: H04M1/64

CPC classification number: G10L17/00 ,  G10L17/005 ,  G10L17/02 ,  G10L17/08 ,  G10L17/14 ,  G10L21/0272 ,  H04M3/42221 ,  H04M3/4936 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2201/41

Abstract: A method and system for using conversational biometrics and speaker identification and/or verification to filter voice streams during mixed mode communication. The method includes receiving an audio stream of a communication between participants. Additionally, the method includes filtering the audio stream of the communication into separate audio streams, one for each of the participants. Each of the separate audio streams contains portions of the communication attributable to a respective participant. Furthermore, the method includes outputting the separate audio streams to a storage system.

Abstract translation: 一种用于在混合模式通信期间使用对话生物识别和扬声器识别和/或验证来过滤语音流的方法和系统。 该方法包括接收参与者之间的通信的音频流。 此外，该方法包括将通信的音频流过滤成单独的音频流，每个参与者一个。 每个单独的音频流包含归属于相应参与者的通信的部分。 此外，该方法包括将单独的音频流输出到存储系统。