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公开(公告)号:US11381529B1
公开(公告)日:2022-07-05
申请号:US16719777
申请日:2019-12-18
发明人: Kimarie Pike Matthews , Richard Castanho , Germaine S. Chee , Robin J. Cusimano , Brett D. Ehrlich , Tyua Larsen Fraser , Colleen Reardon Graham , Gregory Scott Hill , James W. Pedersen , Timothy J. Shipman
IPC分类号: H04L51/02 , G06F3/0482 , H04L51/04 , G06F3/04847 , G10L25/63 , G10L15/22 , G10L15/18 , G10L13/00 , G06N20/00 , G06F16/9535 , G06F16/435 , G06F17/00
摘要: Disclosed in some examples are methods, systems, and machine-readable mediums which provide for an agent support application with a plurality of plug-in communication support assistants. Each of the plurality of plug-in communication support assistants monitors communications between the agents and customers for different conversational triggers. Conversational triggers may be any conversation, either by the agent or the customer, that the communication support assistant is trained to detect. Upon detecting one of these conversational triggers, the plug-in communication support assistant provides one or more suggestions to the agent.
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公开(公告)号:US10979423B1
公开(公告)日:2021-04-13
申请号:US15799250
申请日:2017-10-31
发明人: Andrew J. Garner, IV , Tyua Larsen Fraser , Kimberly Ann MacInnis , Paul R. McMahon , Darrell Lee Suen , Zhong Wan
摘要: Systems and techniques for bi-directional voice authentication are described herein. A first audio segment and a first description of the first audio segment may be received. An authentication token may be created using the first audio segment and the first description. An authentication request may be received from the user. The first audio segment may be transmitted to the user. A second description of the first audio segment may be received from a device of the user in response to the transmission of the first audio segment. The second description may be compared to the first description. The authentication token may be selected based on the comparison. The authentication token may be transmitted to the device. Requests of the user for secure information may be authenticated using the authentication token for a duration of an interaction session between the user and the device.
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公开(公告)号:US20240194195A1
公开(公告)日:2024-06-13
申请号:US18581960
申请日:2024-02-20
发明人: Andrew J. Garner, IV , Tyua Larsen Fraser , Kimberly Ann Maclnnis , Paul R. McMahon , Darrell Lee Suen , Zhong Wan
摘要: Systems and techniques for are described herein. A voice profile may be generated for a user. An audio stream may be received including an authentication voice of the user. It may be determined that the authentication voice does not match a first set of authentication criteria. The audio stream may be compared to a second set of authentication criteria. The user may be authenticated based on the comparison.
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公开(公告)号:US11935524B1
公开(公告)日:2024-03-19
申请号:US17248282
申请日:2021-01-18
发明人: Andrew J. Garner, IV , Tyua Larsen Fraser , Kimberly Ann MacInnis , Paul R. McMahon , Darrell Lee Suen , Zhong Wan
摘要: Systems and techniques for authentication of impaired voices are described herein. A voice profile may be generated for a user. An audio stream may be received including an authentication voice of the user. It may be determined that the authentication voice does not match a first set of authentication criteria. The audio stream may be compared to a second set of authentication criteria. The user may be authenticated based on the comparison.
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公开(公告)号:US20240056404A1
公开(公告)日:2024-02-15
申请号:US18493337
申请日:2023-10-24
发明人: Kimarie Pike Matthews , Richard Castanho , Germaine S. Chee , Robin J. Cusimano , Brett D. Ehrlich , Tyua Larsen Fraser , Colleen Reardon Graham , Gregory Scott Hill , James W. Pedersen , Timothy J. Shipman
IPC分类号: H04L51/02 , G06F3/0482 , G06F3/04847 , H04L51/04
CPC分类号: H04L51/02 , G06F3/0482 , G06F3/04847 , H04L51/04 , G10L15/22
摘要: Disclosed in some examples are methods, systems, and machine-readable mediums which provide for an agent support application with a plurality of plug-in communication support assistants. Each of the plurality of plug-in communication support assistants monitors communications between the agents and customers for different conversational triggers. Conversational triggers may be any conversation, either by the agent or the customer, that the communication support assistant is trained to detect. Upon detecting one of these conversational triggers, the plug-in communication support assistant provides one or more suggestions to the agent.
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公开(公告)号:US11757870B1
公开(公告)日:2023-09-12
申请号:US17301699
申请日:2021-04-12
发明人: Andrew J. Garner, IV , Tyua Larsen Fraser , Kimberly Ann MacInnis , Paul R. McMahon , Darrell Lee Suen , Zhong Wan
CPC分类号: H04L63/0861 , G10L15/1815 , G10L15/1822 , G10L17/06 , G10L17/22 , H04L63/0853
摘要: Systems and techniques for bi-directional voice authentication are described herein. A first audio segment and a first description of the first audio segment may be received. An authentication token may be created using the first audio segment and the first description. An authentication request may be received from the user. The first audio segment may be transmitted to the user. A second description of the first audio segment may be received from a device of the user in response to the transmission of the first audio segment, The second description may be compared to the first description. The authentication token may be selected based on the comparison. The authentication token may be transmitted to the device. Requests of the user for secure information may be authenticated using the authentication token for a duration of an interaction session between the user and the device
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公开(公告)号:US11388245B1
公开(公告)日:2022-07-12
申请号:US16949946
申请日:2020-11-20
发明人: Daniel Gracey , Scott Welz , Tyua Larsen Fraser , Matthew J. Kaufman , Gwendoria M. Salley , Mark Lee Tabor , Jefferson Crew , John C. Brenner
IPC分类号: H04L67/50 , H04L67/306 , H04L67/53
摘要: A system includes at least one hardware processor and a memory storing instructions that, when executed by the at least one hardware processor, cause the at least one hardware processor to perform operations including receiving consumption data associated with a user consuming content on one or more user computing devices, determining a preference associated with content consumption of the user based on the received consumption data, the preference including one or more of a delivery time, a computing device of the one or more user computing devices, and a venue, receiving a new content item, determining one or more of a target delivery time, a target computing device of the one or more user computing devices, and a target venue based on the determined preference, and transmitting the new content item to the target computing device for presentation to the user.
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公开(公告)号:US10896673B1
公开(公告)日:2021-01-19
申请号:US15711022
申请日:2017-09-21
发明人: Andrew J. Garner, IV , Tyua Larsen Fraser , Kimberly Ann MacInnis , Paul R. McMahon , Darrell Lee Suen , Zhong Wan
摘要: Systems and techniques for authentication of impaired voices are described herein. A voice profile may be generated for a user. An audio stream may be received including an authentication voice of the user. It may be determined that the authentication voice does not match a first set of authentication criteria. The audio stream may be compared to a second set of authentication criteria. The user may be authenticated based on the comparison.
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公开(公告)号:US11824820B1
公开(公告)日:2023-11-21
申请号:US17806387
申请日:2022-06-10
发明人: Kimarie Pike Matthews , Richard Castanho , Germaine S Chee , Robin J. Cusimano , Brett D. Ehrlich , Tyua Larsen Fraser , Colleen Reardon Graham , Gregory Scott Hill , James W. Pedersen , Timothy J. Shipman
IPC分类号: H04L51/02 , G06F3/04847 , G06F3/0482 , H04L51/04 , G06N20/00 , G10L13/00 , G06F16/9535 , G10L25/63 , G06F16/435 , G10L15/18 , G10L15/22 , G06F17/00 , H04L5/04
CPC分类号: H04L51/02 , G06F3/0482 , G06F3/04847 , H04L5/04 , G06F16/437 , G06F16/9535 , G06N20/00 , G10L13/00 , G10L15/1815 , G10L15/22 , G10L25/63
摘要: Disclosed in some examples are methods, systems, and machine-readable mediums which provide for an agent support application with a plurality of plug-in communication support assistants. Each of the plurality of plug-in communication support assistants monitors communications between the agents and customers for different conversational triggers. Conversational triggers may be any conversation, either by the agent or the customer, that the communication support assistant is trained to detect. Upon detecting one of these conversational triggers, the plug-in communication support assistant provides one or more suggestions to the agent.
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公开(公告)号:US11240316B1
公开(公告)日:2022-02-01
申请号:US16948905
申请日:2020-10-05
发明人: Daniel Gracey , Scott Welz , Tyua Larsen Fraser , Matthew J. Kaufman , Gwendoria M. Salley , Mark Lee Tabor , Jefferson Crew , John C. Brenner
IPC分类号: H04L29/08
摘要: A system includes at least one hardware processor and a memory storing instructions that, when executed by the at least one hardware processor, cause the at least one hardware processor to perform operations including receiving an initiation message associated with a collaboration event between a first user and a second user, the collaboration event is initiated by the first user, determining a target device from a pool of computing devices associated with the second user based on usage history of each computing device in the pool of computing devices, initiating a collaboration session with the second user via the target device, and presenting collaborative content to the second user via the target device during the collaboration session.
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