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1. 发明申请

US20110051907A1 VERIFICATION OF USER PRESENCE DURING AN INTERACTIVE VOICE RESPONSE SYSTEM SESSION 失效
标题翻译：在交互式语音响应系统会话期间验证用户存在
公开(公告)号：US20110051907A1
公开(公告)日：2011-03-03
申请号：US12547885
申请日：2009-08-26
申请人： Peeyush Jaiswal , Sheri G. Daye , Fang Wang
发明人： Peeyush Jaiswal , Sheri G. Daye , Fang Wang
IPC分类号： H04M1/64
CPC分类号： G10L17/22 , G10L17/04 , H04M3/4936 , H04M2201/41
摘要： In those transactions requiring the approval of two or more users, users can perform verification of identity and then completion of desired transaction using an IVR system. The combination of two or more user voice prints previously collected during an enrollment phase can be used for verification of parties to the transaction. During a subsequent verification phase of the IVR system, the users can speak their own password phase when prompted to do so during a defined period of time and the IVR system captures them in a captured mixed voice print. Verification can then be provided by comparing the captured mixed voice print with a joined voice reference model built from stored voice reference models.
摘要翻译：在需要两个或更多用户批准的交易中，用户可以使用IVR系统执行身份验证，然后完成所需交易。先前在注册阶段收集的两个或多个用户语音输出的组合可以用于交易的各方的验证。在IVR系统的后续验证阶段，用户可以在定义的时间段内提示说出自己的密码阶段，并且IVR系统在捕获的混合语音打印中捕获它们。然后可以通过将捕获的混合语音印刷与由存储的语音参考模型构建的加入的语音参考模型进行比较来提供验证。

2. 发明授权

US08139734B2 Call volume based IVR call duration and port adjustment 失效
标题翻译：基于呼叫音量的IVR呼叫持续时间和端口调整
公开(公告)号：US08139734B2
公开(公告)日：2012-03-20
申请号：US11860095
申请日：2007-09-24
申请人： Sheri G. Daye , Peeyush Jaiswal , Naveen Narayan , Fang Wang
发明人： Sheri G. Daye , Peeyush Jaiswal , Naveen Narayan , Fang Wang
IPC分类号： H04M15/00 , H04M7/00 , H04M3/00
CPC分类号： H04M3/493 , H04M3/367 , H04M2201/18
摘要： A method, system and computer-readable medium are disclosed for adjusting port usage and call duration in an interactive voice response (IVR) system based on changes in call volume. In one embodiment, the method comprises monitoring usage of one or more ports within an IVR system. A determination is made whether the usage of the ports exceeds a predetermined threshold for port usage. In response to determining port usage exceeds the predetermined threshold, the method adjusts one or more call flows within the IVR system to reduce call duration within the IVR system.
摘要翻译：公开了一种方法，系统和计算机可读介质，用于基于呼叫量的变化来调整交互式语音响应（IVR）系统中的端口使用和呼叫持续时间。在一个实施例中，该方法包括监视IVR系统内的一个或多个端口的使用。确定端口的使用是否超过端口使用的预定阈值。响应于确定端口使用超过预定阈值，该方法调整IVR系统内的一个或多个呼叫流以减少IVR系统内的呼叫持续时间。

3. 发明申请

US20090080639A1 CALL VOLUME BASED IVR CALL DURATION AND PORT ADJUSTMENT 失效
标题翻译：基于呼叫音量的IVR呼叫时间和端口调整
公开(公告)号：US20090080639A1
公开(公告)日：2009-03-26
申请号：US11860095
申请日：2007-09-24
申请人： Sheri G. Daye , Peeyush Jaiswal , Naveen Narayan , Fang Wang
发明人： Sheri G. Daye , Peeyush Jaiswal , Naveen Narayan , Fang Wang
IPC分类号： H04M3/00
CPC分类号： H04M3/493 , H04M3/367 , H04M2201/18
摘要： A method, system and computer-readable medium are disclosed for adjusting port usage and call duration in an interactive voice response (IVR) system based on changes in call volume. In one embodiment, the method comprises monitoring usage of one or more ports within an IVR system. A determination is made whether the usage of the ports exceeds a predetermined threshold for port usage. In response to determining port usage exceeds the predetermined threshold, the method adjusts one or more call flows within the IVR system to reduce call duration within the IVR system.
摘要翻译：公开了一种方法，系统和计算机可读介质，用于基于呼叫量的变化来调整交互式语音响应（IVR）系统中的端口使用和呼叫持续时间。在一个实施例中，该方法包括监视IVR系统内的一个或多个端口的使用。确定端口的使用是否超过端口使用的预定阈值。响应于确定端口使用超过预定阈值，该方法调整IVR系统内的一个或多个呼叫流以减少IVR系统内的呼叫持续时间。

4. 发明授权

US08358747B2 Real time automatic caller speech profiling 有权
标题翻译：实时自动呼叫者语音分析
公开(公告)号：US08358747B2
公开(公告)日：2013-01-22
申请号：US12615384
申请日：2009-11-10
申请人： Sheri G. Daye , Peeyush Jaiswal , Fang Wang
发明人： Sheri G. Daye , Peeyush Jaiswal , Fang Wang
IPC分类号： H04M1/64 , H04M1/00 , G10L17/00
CPC分类号： H04M3/4936 , G10L15/06 , G10L2015/0631 , H04M2201/40 , H04M2203/2061
摘要： A computer-implemented method, system, and computer program product for recognizing a voice input to an interactive voice recognition system is presented. An initial caller voice input is received from a caller. In response to determining that the initial caller voice input is a computer-unintelligible voice input that does not match any entry from a lexicon of known voice inputs, the caller is prompted to transmit a secondary input to clarify the computer-unintelligible voice input. The secondary input is utilized to match the computer-unintelligible voice input with a specific known voice input from the lexicon of known voice inputs. The lexicon of known voice inputs is then updated with the computer-unintelligible voice input.
摘要翻译：提出了一种用于识别对交互式语音识别系统的语音输入的计算机实现的方法，系统和计算机程序产品。从呼叫者接收到初始呼叫者语音输入。响应于确定初始呼叫者语音输入是与来自已知语音输入的词典的任何条目不匹配的计算机不可理解的语音输入，呼叫者被提示传送次要输入以澄清计算机无法理解的语音输入。辅助输入用于将计算机不可理解的语音输入与来自已知语音输入的词典的特定已知语音输入相匹配。已知语音输入的词典随后用计算机无法理解的语音输入更新。

5. 发明授权

US08130915B2 Verification of user presence during an interactive voice response system session 失效
标题翻译：在交互式语音响应系统会话期间验证用户存在
公开(公告)号：US08130915B2
公开(公告)日：2012-03-06
申请号：US12547885
申请日：2009-08-26
申请人： Peeyush Jaiswal , Sheri G. Daye , Fang Wang
发明人： Peeyush Jaiswal , Sheri G. Daye , Fang Wang
IPC分类号： H04M1/64 , H04M3/00
CPC分类号： G10L17/22 , G10L17/04 , H04M3/4936 , H04M2201/41
摘要： In those transactions requiring the approval of two or more users, users can perform verification of identity and then completion of desired transaction using an IVR system. The combination of two or more user voice prints previously collected during an enrollment phase can be used for verification of parties to the transaction. During a subsequent verification phase of the IVR system, the users can speak their own password phase when prompted to do so during a defined period of time and the IVR system captures them in a captured mixed voice print. Verification can then be provided by comparing the captured mixed voice print with a joined voice reference model built from stored voice reference models.
摘要翻译：在需要两个或更多用户批准的交易中，用户可以使用IVR系统执行身份验证，然后完成所需交易。先前在注册阶段收集的两个或多个用户语音输出的组合可以用于交易的各方的验证。在IVR系统的后续验证阶段，用户可以在定义的时间段内提示说出自己的密码阶段，并且IVR系统在捕获的混合语音打印中捕获它们。然后可以通过将捕获的混合语音印刷与由存储的语音参考模型构建的加入的语音参考模型进行比较来提供验证。

6. 发明授权

US08600013B2 Real time automatic caller speech profiling 有权
标题翻译：实时自动呼叫者语音分析
公开(公告)号：US08600013B2
公开(公告)日：2013-12-03
申请号：US13603053
申请日：2012-09-04
申请人： Sheri G. Daye , Peeyush Jaiswal , Fang Wang
发明人： Sheri G. Daye , Peeyush Jaiswal , Fang Wang
IPC分类号： H04M1/64 , H04M1/00 , G10L17/00
CPC分类号： H04M3/4936 , G10L15/06 , G10L2015/0631 , H04M2201/40 , H04M2203/2061
摘要： A computer-implemented method, system, and/or computer program product recognizes a voice input received by an interactive voice recognition system. An unintelligible voice input is received from a caller. The unintelligible voice input is unintelligible to a computer due to background noise at a caller environment of the caller. Upon determining that the unintelligible voice input does not match any entry from a lexicon of known voice inputs, the caller is prompted to transmit a non-verbal electronic input to clarify the unintelligible voice input. This non-verbal electronic input is used to match the unintelligible voice input with a specific known voice input from the lexicon of known voice inputs, which is updated with the unintelligible voice input. The updated lexicon is subsequently used in future phone calls from the user to match the unintelligible voice input to the user-requested activity for the caller.
摘要翻译：计算机实现的方法，系统和/或计算机程序产品识别由交互式语音识别系统接收的语音输入。从呼叫者接收到一个不可理解的语音输入。由于呼叫者的呼叫者环境中的背景噪声，无法理解的语音输入对于计算机是不可理解的。当确定不可理解的语音输入与已知语音输入的词典中的任何条目不匹配时，提示呼叫者发送非语言电子输入以澄清不可理解的语音输入。这种非语言电子输入用于将不可理解的语音输入与来自已知语音输入的词典的特定已知语音输入进行匹配，该语音输入用不可理解的语音输入更新。随后在将来的来自用户的电话呼叫中使用更新的词典，以将不可理解的语音输入与呼叫者的用户请求的活动相匹配。

7. 发明授权

US09015032B2 Multilingual speech recognition and public announcement 有权
标题翻译：多语言语音识别和公告
公开(公告)号：US09015032B2
公开(公告)日：2015-04-21
申请号：US13304983
申请日：2011-11-28
申请人： Sheri G. Daye , Peeyush Jaiswal , Aleksas J. Vitenas
发明人： Sheri G. Daye , Peeyush Jaiswal , Aleksas J. Vitenas
IPC分类号： G06F17/20 , G10L13/00 , G10L21/00 , G10L25/00 , G06F9/44 , G10L13/027 , G10L15/00
CPC分类号： G10L15/005 , G06F9/454 , G10L13/027 , G10L25/54 , H04R27/00
摘要： Embodiments of the present invention provide a system, method, and program product to deliver an announcement to people, such as a public announcement. A computer receives input representative of audio from one or more people speaking in one or more natural languages. The computer processes the input to identify the languages being spoken, and identifies a relative proportion of each of the identified languages. Using these proportions, the computer determines one or more languages in which to deliver the announcement. The computer then causes to be delivered the announcement in the determined languages. In other embodiments, the computer can also determine an order in which to deliver the announcement. Further, the computer can transmit the announcement in the determined languages and order for delivery in aural or visual form.
摘要翻译：本发明的实施例提供了向诸如公告的人员发布公告的系统，方法和程序产品。计算机接收来自一个或多个以一种或多种自然语言发言的人的代表音频的输入。计算机处理输入以识别被说出的语言，并且识别每个识别语言的相对比例。使用这些比例，计算机确定在其中递送通知的一种或多种语言。然后计算机以确定的语言交付公告。在其他实施例中，计算机还可以确定递送通知的顺序。此外，计算机可以以确定的语言发送公告，并以听觉或视觉形式发送订单。

8. 发明申请

US20130138422A1 MULTILINGUAL SPEECH RECOGNITION AND PUBLIC ANNOUNCEMENT 有权
公开(公告)号：US20130138422A1
公开(公告)日：2013-05-30
申请号：US13304983
申请日：2011-11-28
申请人： Sheri G. Daye , Peeyush Jaiswal , Aleksas J. Vitenas
发明人： Sheri G. Daye , Peeyush Jaiswal , Aleksas J. Vitenas
IPC分类号： G06F17/20
CPC分类号： G10L15/005 , G06F9/454 , G10L13/027 , G10L25/54 , H04R27/00
摘要： Embodiments of the present invention provide a system, method, and program product to deliver an announcement to people, such as a public announcement. A computer receives input representative of audio from one or more people speaking in one or more natural languages. The computer processes the input to identify the languages being spoken, and identifies a relative proportion of each of the identified languages. Using these proportions, the computer determines one or more languages in which to deliver the announcement. The computer then causes to be delivered the announcement in the determined languages. In other embodiments, the computer can also determine an order in which to deliver the announcement. Further, the computer can transmit the announcement in the determined languages and order for delivery in aural or visual form.

9. 发明申请

US20110096919A1 SERVICE REQUEST ROUTING USING PASSIVE SKILL CERTIFICATION 有权
标题翻译：使用被动技能认证的服务请求路由
公开(公告)号：US20110096919A1
公开(公告)日：2011-04-28
申请号：US12604659
申请日：2009-10-23
申请人： Sheri G. Daye , Peeyush Jaiswal
发明人： Sheri G. Daye , Peeyush Jaiswal
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , G06Q10/105
摘要： In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. In response to receipt of the message, the data processing system updates in the agent database an agent skill record indicative of an amount of utilization of the skill by the agent in handling service requests. The data processing system compares the amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record.
摘要翻译：在耦合到与多个代理终端进行通信的数据处理系统中，接收指示与代理终端相关联的代理处理服务请求的消息，该技术利用技术来代理代理未被指示为由代理数据库数据处理系统。响应于消息的接收，数据处理系统在代理数据库中更新代理技能记录，其指示代理人处理服务请求时技能的使用量。数据处理系统将代理的技能的使用量与阈值进行比较。响应于有利的比较，数据处理系统更新代理技能记录以指示技能中的代理的认证。数据处理系统通过参考代理技能记录在联络中心执行基于技能的路由。

10. 发明授权

US09049298B2 Service request routing using passive skill certification 有权
标题翻译：服务请求路由使用被动技能认证
公开(公告)号：US09049298B2
公开(公告)日：2015-06-02
申请号：US12604659
申请日：2009-10-23
申请人： Sheri G. Daye , Peeyush Jaiswal
发明人： Sheri G. Daye , Peeyush Jaiswal
IPC分类号： H04M3/00 , H04M3/523 , H04L12/28
CPC分类号： H04M3/5233 , G06Q10/105
摘要： In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. In response to receipt of the message, the data processing system updates in the agent database an agent skill record indicative of an amount of utilization of the skill by the agent in handling service requests. The data processing system compares the amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record.
摘要翻译：在耦合到与多个代理终端进行通信的数据处理系统中，接收指示与代理终端相关联的代理处理服务请求的消息，该技术利用技术来代理代理未被指示为由代理数据库数据处理系统。响应于消息的接收，数据处理系统在代理数据库中更新代理技能记录，其指示代理人处理服务请求时技能的使用量。数据处理系统将代理的技能的使用量与阈值进行比较。响应于有利的比较，数据处理系统更新代理技能记录以指示技能中的代理的认证。数据处理系统通过参考代理技能记录在联络中心执行基于技能的路由。

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