公开(公告)号：US20130251119A1

公开(公告)日：2013-09-26

申请号：US13424989

申请日：2012-03-20

Applicant: Rahul P. Akolkar ,  Joao P. Goncalves ,  Jacquelyn A. Martino ,  Mathew S. Thoennes

Inventor： Rahul P. Akolkar ,  Joao P. Goncalves ,  Jacquelyn A. Martino ,  Mathew S. Thoennes

IPC: H04M1/64

CPC classification number: H04M3/5166 ,  H04M2201/41 ,  H04M2203/6054

Abstract: A small baseline audio sample is sampled when a person initially calls in and the sample is held only for the duration of the call. For each subsequent transfer, a comparison is made to the baseline established from the initial call and at the end of the call the voice sample is discarded so no resources need to be maintained. Speaker verification and VOIP technologies are used to persist the customer's verification information as service representative hand-offs occur.

Abstract translation: 一个小的基线音频样本是在一个人最初呼叫的时候进行采样，而样本只在呼叫期间被保留。 对于每个后续传输，对从初始呼叫建立的基线进行比较，并且在呼叫结束时，丢弃语音样本，因此不需要维护资源。 扬声器验证和VOIP技术用于维护客户的验证信息，因为服务代表切换发生。

公开(公告)号：US08509736B2

公开(公告)日：2013-08-13

申请号：US12951790

申请日：2010-11-22

Applicant: Stephen Lee Hodge

Inventor： Stephen Lee Hodge

IPC: H04M3/16

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.

公开(公告)号：US20130177141A1

公开(公告)日：2013-07-11

申请号：US13785294

申请日：2013-03-05

Applicant: AT&T INTELLECTUAL PROPERTY II, L.P.

Inventor： Gustavo De Los Reyes ,  Sanjay Macwan

IPC: H04M3/22

CPC classification number: H04M3/2281 ,  G10L17/00 ,  G10L17/005 ,  G10L17/02 ,  G10L17/06 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/4936 ,  H04M2201/41

Abstract: Disclosed are systems, methods, and computer readable media for tracking a person of interest. The method embodiment comprises identifying a person of interest, capturing a voiceprint of the person of interest, comparing a received voiceprint of a caller with the voiceprint of the person of interest, and tracking the caller if the voiceprint of the caller is a substantial match to the voiceprint of the person of interest.

公开(公告)号：US08438025B2

公开(公告)日：2013-05-07

申请号：US13561448

申请日：2012-07-30

Applicant: Amarjit S. Bahl ,  Dalia Massoud ,  Dikran S. Meliksetian ,  Chen Shu ,  Michael Van Der Meulen ,  Nianjun Zhou

Inventor： Amarjit S. Bahl ,  Dalia Massoud ,  Dikran S. Meliksetian ,  Chen Shu ,  Michael Van Der Meulen ,  Nianjun Zhou

IPC: G10L15/26 ,  G10L15/00 ,  G10L15/04

CPC classification number: H04M3/4936 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2201/60

Abstract: A system includes at least one wireless client device, a service manager, and a plurality of voice transcription servers. The service manager includes a resource management service and a profile management service. The client device communicates the presence of a voice transcription task to the resource management service. The resource management service surveys the plurality of voice transcription servers and selects one voice transcription server based on a set of predefined criteria. The resource management service then communicated an address of the selected server to the profile management service, which then transmits a trained voice profile or default profile to the selected server. The address of the selected server is then sent to the client device, which then transmits an audio stream to the server. Finally, the selected server transcribes the audio stream to a textual format.

Abstract translation: 系统包括至少一个无线客户端设备，服务管理器和多个语音转录服务器。 服务管理器包括资源管理服务和简档管理服务。 客户端设备将语音转录任务的存在传达给资源管理服务。 资源管理服务调查多个语音转录服务器，并且基于一组预定义的标准来选择一个语音转录服务器。 资源管理服务然后将所选择的服务器的地址传送到简档管理服务，该配置文件管理服务然后将经过训练的语音简档或默认简档发送到所选择的服务器。 然后将所选服务器的地址发送到客户端设备，然后客户端设备将音频流发送到服务器。 最后，所选择的服务器将音频流转录成文本格式。

公开(公告)号：US08392196B2

公开(公告)日：2013-03-05

申请号：US13305053

申请日：2011-11-28

Applicant: Gustavo De Los Reyes ,  Sanjay Macwan

Inventor： Gustavo De Los Reyes ,  Sanjay Macwan

IPC: G10L13/00

CPC classification number: H04M3/2281 ,  G10L17/00 ,  G10L17/005 ,  G10L17/02 ,  G10L17/06 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/4936 ,  H04M2201/41

Abstract: Disclosed are systems, methods, and computer readable media for tracking a person of interest. The method embodiment comprises identifying a person of interest, capturing a voiceprint of the person of interest, comparing a received voiceprint of a caller with the voiceprint of the person of interest, and tracking the caller if the voiceprint of the caller is a substantial match to the voiceprint of the person of interest.

Abstract translation: 公开了用于跟踪感兴趣的人的系统，方法和计算机可读介质。 方法实施例包括识别感兴趣的人，捕获感兴趣的人的声纹，将接收到的呼叫者的声纹与感兴趣的人的声纹相比较，以及如果呼叫者的声纹是基本匹配的话跟踪呼叫者 感兴趣的人的声波纹。

公开(公告)号：US08358759B2

公开(公告)日：2013-01-22

申请号：US12273048

申请日：2008-11-18

Applicant: Saurabh Kumar

Inventor： Saurabh Kumar

IPC: H04M17/00

CPC classification number: H04M3/42 ,  H04M3/42042 ,  H04M2201/41 ,  H04M2203/6054

Abstract: A method is provided for identifying a calling party to a called party utilizing biometric information. Biometric information of first calling party is received. If stored, a calling party profile is retrieved based on first calling party biometric information. A call is placed to a called party. The first calling party profile is provided to called party. A biometric information change from first calling party biometric information to a second calling party biometric information is automatically detected, and it is determined whether the second party biometric information is stored. If stored, a second calling party profile of second calling party is retrieved and is provided to called party. Responsive to determining that the biometric information for second calling party is not stored, the called party is notified that the second calling party is communicating and the second calling party profile is automatically created based on second calling party biometric information.

Abstract translation: 提供了一种利用生物特征信息识别被叫方主叫方的方法。 收到第一个呼叫方的生物特征信息。 如果存储，则基于第一呼叫方生物特征信息来检索呼叫方简档。 一个电话被放置在被叫方。 第一个呼叫方简档提供给被叫方。 自动检测从第一呼叫方生物体信息向第二主叫方生物体信息的生物体信息变化，并确定是否存储第二方生物体信息。 如果存储，则检索第二主叫方的第二主叫方简档，并将其提供给被叫方。 响应于确定没有存储第二主叫方的生物特征信息，被叫方被通知第二主叫方正在通信，并且基于第二呼叫方生物信息自动创建第二呼叫方简档。

公开(公告)号：US20130016823A1

公开(公告)日：2013-01-17

申请号：US13549249

申请日：2012-07-13

Applicant: Gilad Odinak ,  Thomas Veatch

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/00

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 coaching to agents in a call center during a call is provided. A voice recording is obtained from a call between a caller and an agent of a call center. The voice recording of the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. A stage of persuasion of the caller is identified based on the identified traits in response to an offer provided by the agent. The caller is persuaded to accept the offer by providing guidance to the agent regarding further information about the offer for the user based on the stage of persuasion.

Abstract translation: 提供了一种用于在呼叫期间向呼叫中心中的代理提供指导的计算机实现的系统和方法。 从呼叫者和呼叫中心的代理之间的呼叫获得录音。 呼叫者的语音记录通过测量语音记录的语音特征和基于语音特征来识别呼叫者的特征来分析。 基于由代理提供的报价，基于识别的特征来识别对呼叫者的说服阶段。 说服呼叫者接受该提议，通过向代理人提供有关基于说服阶段的用户提供的进一步信息的指导。

公开(公告)号：US20130016816A1

公开(公告)日：2013-01-17

申请号：US13549238

申请日：2012-07-13

Applicant: Gilad Odinak ,  Thomas Veatch

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M1/64

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 matching agents with callers within a call center environment is provided. A database of traits for agents within a call center is maintained. A call is received into the call center and a voice recording is obtained from a caller during the call. The voice recording from the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. The caller traits are compared with the traits for the agents. One or more of the agents similar to the user are identified based on the trait comparison. One of the similar agents is selected and the call is transferred to the selected agent.

Abstract translation: 提供了一种用于在呼叫中心环境内与呼叫者匹配代理的计算机实现的系统和方法。 保持呼叫中心内代理人特征的数据库。 呼叫被接收到呼叫中心，并且在呼叫期间从呼叫者获得语音记录。 来自呼叫者的语音记录通过测量语音记录的语音特征和基于语音特征来识别呼叫者的特征来进行分析。 将呼叫者特征与代理的特征进行比较。 基于特征比较来识别与用户相似的一个或多个代理。 选择一个类似的代理，并将呼叫转移到所选代理。

公开(公告)号：US08321684B2

公开(公告)日：2012-11-27

申请号：US11780120

申请日：2007-07-19

Applicant: Marc Mumm ,  Raja Kuppuswamy

Inventor： Marc Mumm ,  Raja Kuppuswamy

IPC: H04L29/06

CPC classification number: H04L63/0861 ,  G10L17/22 ,  H04M3/38 ,  H04M3/385 ,  H04M2201/41 ,  H04W12/06 ,  H04W12/08

Abstract: Digital process for authentication of a user of a telecommunications or data network for access to protected data or a service reserved for a defined circle of users or for the use of data currently entered by the user, wherein a voice sample currently enunciated during an access attempt by the user on a telecommunications or VoIP terminal device is routed to a voice analysis unit and, herein, a current voice profile is computed and this is compared in a voice profile comparison unit against a previously stored initial voice profile and, in response to a positive comparison result, the user is authenticated and a first control signal enabling access, but in response to a negative comparison result a second control signal disabling access or triggering a substitute authentication procedure is generated.

Abstract translation: 用于认证用于访问受保护数据的电信或数据网络的数字处理或为定义的用户圈保留的服务或用于使用当前由用户输入的数据的数字处理，其中当前在接入尝试期间被发送的语音样本 由电信或VoIP终端设备上的用户被路由到语音分析单元，并且在此，计算当前语音配置文件，并且在语音配置文件比较单元中与先前存储的初始语音配置文件进行比较，并且响应于 肯定的比较结果，用户被认证，并且第一控制信号能够访问，但是响应于否定的比较结果，产生禁用访问或触发替代认证过程的第二控制信号。

公开(公告)号：US08295462B2

公开(公告)日：2012-10-23

申请号：US12044945

申请日：2008-03-08

Applicant: Steven Michael Miller ,  Lisa Anne Seacat

Inventor： Steven Michael Miller ,  Lisa Anne Seacat

IPC: H04M3/56 ,  H04N7/15 ,  H04L12/18 ,  G06F15/16 ,  G10L17/00

CPC classification number: H04M3/42153 ,  H04M3/56 ,  H04M2201/41 ,  H04M2203/5063

Abstract: A method, system and computer program product for alerting a participant when a topic of interest is being discussed and/or a speaker of interest is speaking during a conference call. A participant to a conference call identifies the topics and/or speakers of interest which is stored for future use along with the participant's contact information. When a participant's identified topic of interest is being discussed and/or a participant's identified speaker of interest is speaking during a conference call, the participant will be alerted to that fact, such as via the means specified in the participant's contact information.

Abstract translation: 当正在讨论感兴趣的主题和/或在电话会议期间正在说话时，提醒参与者的方法，系统和计算机程序产品。 电话会议的参与者识别存储以供将来使用的主题和/或发言者以及参与者的联系信息。 当正在讨论参与者确定的感兴趣的主题和/或参与者确定的感兴趣的扬声器在电话会议期间发言时，参与者将通过参与者的联系信息中指定的方式来提醒该事实。