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1. 发明申请

US20180197565A1 METHOD AND APPARATUS FOR SPEECH BEHAVIOR VISUALIZATION AND GAMIFICATION 审中-公开
公开(公告)号：US20180197565A1
公开(公告)日：2018-07-12
申请号：US15916797
申请日：2018-03-09
申请人： COGITO HEALTH INC.
发明人： Joshua Feast , Ali Azarbayejani , Skyler Place
IPC分类号： G10L25/48 , H04M3/51 , G06Q10/06 , H04M7/00
CPC分类号： G10L25/48 , G06Q10/0639 , H04M3/5175 , H04M3/5183 , H04M7/009 , H04M2203/252 , H04M2203/357
摘要： The disclosed system and methods provide real-time information about how agents and customers sound as they are speaking, allowing a supervisor to continuously monitor how agents are doing. The system allows agents to visualize their own speech behavior performance during and after a conversation while viewing important comparative information about prior conversations, and gamifies conversations in real-time by providing visual comparison between the live conversations and various target metrics. The visualization in-turn enhances agent interactive skills such as active listening and mirroring, as well as decision-making skills based on observations of customer engagement and distress levels.

2. 发明授权

US09912817B2 Presence enabled call center 有权
公开(公告)号：US09912817B2
公开(公告)日：2018-03-06
申请号：US13901450
申请日：2013-05-23
申请人： Verizon Patent and Licensing Inc.
发明人： Gowtham Javaregowda , Rafael A. Gaviria Velez , Rezwanul Azim
IPC分类号： H04M3/00 , H04M3/523 , H04M3/51 , H04M5/00 , H04L12/66
CPC分类号： H04M3/5238 , H04M3/5175 , H04M2203/252 , H04M2207/185
摘要： Techniques described herein may use presence information to enhance the user experience when contacting entities such as call centers. In one implementation, a method may include receiving presence information relating to a state of a voice line. The presence information may include a wait time associated with the voice line, the wait time corresponding to an estimated time that a caller to the voice line will wait before reaching a human operator. The method may also include providing, by the one or more devices and to a user device that includes the voice line in a contact list, the presence information for display as part of the contact list.

3. 发明申请

US20180027122A1 Central Unit for a Conferencing System 审中-公开
公开(公告)号：US20180027122A1
公开(公告)日：2018-01-25
申请号：US15539427
申请日：2015-12-23
申请人： TELEVIC CONFERENCE NV
发明人： Luc ROTTIERS , Klaas MAERTEN , Didier ROSEZ , Cedric MÉLANGE
IPC分类号： H04M3/56
CPC分类号： H04M3/563 , H04M3/566 , H04M3/568 , H04M2201/38 , H04M2203/252 , H04M2203/253 , H04M2242/12
摘要： A central unit for a digital conferencing system comprises a processing unit arranged for receiving a plurality of first control signals from a plurality of interpreter desks and indicating which interpreter channel is selected on an interpreter desk, and for identifying, based on the first control signals, which interpreter is interpreting in which interpreter channel and arranged for returning to and displaying on the plurality of interpreter desks a plurality of feedback signals. The central unit is arranged for receiving a plurality of second control signals from a plurality of listening units, and indicating which audio channel on a listening unit of the plurality of listening units is selected, for deriving, based on the plurality of second control signals, a total of listeners per listening channel and for sending to and displaying on the plurality of interpreter desks, information on the total of listeners per listening channel.

4. 发明授权

US09877171B2 Picture/video messaging protocol for emergency response 有权
公开(公告)号：US09877171B2
公开(公告)日：2018-01-23
申请号：US15094424
申请日：2016-04-08
申请人： Jeffrey J. Clawson
发明人： Jeffrey J. Clawson
IPC分类号： H04M3/51 , H04W4/14 , H04W4/22
CPC分类号： H04W4/14 , H04L51/02 , H04L51/10 , H04M3/42382 , H04M3/5116 , H04M2203/252 , H04M2203/254 , H04M2242/04 , H04W4/90
摘要： Systems and methods are provided to guide an emergency dispatcher in responding to emergency communications. The systems and methods may allow the dispatcher to use one or more of a plurality of different communication methods to communicate with a person needing assistance, such as by sending graphical multimedia messages with instructions for treatment. The systems and methods can include an emergency police, emergency fire, and/or emergency medical dispatch protocol configured to facilitate rapid, uniform, and consistent handling of communications. The emergency dispatch protocol presents a pre-scripted interrogation, including preprogrammed inquiries for a dispatcher to ask the person needing assistance. The dispatch protocol may facilitate quick deployment of responders. The emergency dispatcher may be able to manually or automatically send pre-dispatch or post-dispatch instructions in pictorial or video format to the person needing assistance for more effective guidance and/or instruction of treatment methods.

5. 发明授权

US09860284B1 Parallel multimedia conferencing 有权
公开(公告)号：US09860284B1
公开(公告)日：2018-01-02
申请号：US14026309
申请日：2013-09-13
申请人： Sprint Communications Company L.P.
发明人： Raymond Emilio Reeves , Simon Youngs , Gary Duane Koller , Mark Douglas Peden
IPC分类号： G06F15/16 , H04L29/06
CPC分类号： H04L65/403 , H04L12/1822 , H04L65/1069 , H04M3/567 , H04M2203/252 , H04N7/15
摘要： A method, server, and media are provided for providing parallel multimedia conferences. A multimedia conference server enables a user to participate in several multimedia conferences simultaneously. The server receives a request to establish parallel multimedia conferences from a user. In turn, the server generates a data stream for the content of the each of the multimedia conferences associated with the user. The data stream may include transcriptions and notifications for the user. The multimedia conference server transmits the data stream and notifications to the user.

6. 发明申请

US20170331955A1 ADJUSTABLE INTERACTIVE VOICE RESPONSE SYSTEM 审中-公开
公开(公告)号：US20170331955A1
公开(公告)日：2017-11-16
申请号：US15664086
申请日：2017-07-31
申请人： Wal-Mart Stores, Inc.
发明人： Jose Casasola , John Ragsdale
IPC分类号： H04M3/527 , H04M3/493
CPC分类号： H04M3/527 , H04M3/4938 , H04M2203/252
摘要： Provided herein are methodologies, systems, apparatus, and non-transitory computer-readable media for providing an adjustable interactive voice response (IVR) system. User identification information is received in order to determine which portions of an IVR system the user can access. The user can then search the IVR system based on a search term corresponding to a verbal phrase recognizable in the IVR system. The user can enter the search term via a GUI displayed on an electronic device. A listing of audio files or options files corresponding to the verbal phrase is then transmitted to the electronic display device. A new verbal phrase to be recognized in the IVR system is then received from the user, and a system flow including at least one of the audio files or options files is modified to correspond to the new verbal phrase.

7. 发明申请

US20170270930A1 VOICE TALLYING SYSTEM 审中-公开
公开(公告)号：US20170270930A1
公开(公告)日：2017-09-21
申请号：US15500198
申请日：2015-08-04
申请人： FLAGLER LLC
发明人： Erol James Ozmeral , Cenan Ozmeral
IPC分类号： G10L17/00 , H04M3/56 , G06F3/16 , H04N5/77 , G10L21/028 , G10L17/22
CPC分类号： G10L17/005 , G06F3/167 , G10L17/22 , G10L21/028 , H04M3/42221 , H04M3/56 , H04M2203/252 , H04M2203/301 , H04M2203/352 , H04N5/772 , H04N7/147 , H04N7/15
摘要： The present invention relates to a voice tallying system to determine the relative participation of individual participants in a meeting. The voice tallying system according to the present invention comprises at least one voice recording device, a communication path from the voice recording device to a computing device having a voice analysis module. The voice tallying system and the method of the present invention include the capability to receive audio signals from each of the participants in a meeting and determine the identity of the speaker for each of the audio stream using voice profile information of the participants previously obtained and stored in the voice analysis module. The voice tallying system and the method further include the capability to tally the relative participation of a participant in a meeting in real time and as a result it is possible to display contemporaneously a voice tally for a participant with reference to that of other participants in the meeting.

8. 发明授权

US09736310B2 Adjustable interactive voice response system 有权
公开(公告)号：US09736310B2
公开(公告)日：2017-08-15
申请号：US15270203
申请日：2016-09-20
申请人： Wal-Mart Stores, Inc.
发明人： Jose Casasola , John Ragsdale
IPC分类号： H04M1/64 , H04M3/527 , H04M3/493
CPC分类号： H04M3/527 , H04M3/4938 , H04M2203/252
摘要： Provided herein are methodologies, systems, apparatus, and non-transitory computer-readable media for providing an adjustable interactive voice response (IVR) system. User identification information is received in order to determine which portions of an IVR system the user can access. The user can then search the IVR system based on a search term corresponding to a verbal phrase recognizable in the IVR system. The user can enter the search term via a GUI displayed on an electronic device. A listing of audio files or options files corresponding to the verbal phrase is then transmitted to the electronic display device. A new verbal phrase to be recognized in the IVR system is then received from the user, and a system flow including at least one of the audio files or options files is modified to correspond to the new verbal phrase.

9. 发明申请

US20160370952A1 VISUAL INTERACTIVE VOICE RESPONSE SYSTEM 审中-公开
标题翻译：视觉互动语音响应系统
公开(公告)号：US20160370952A1
公开(公告)日：2016-12-22
申请号：US14741200
申请日：2015-06-16
申请人： i800, Inc.
发明人： Santhosh Karnewar
IPC分类号： G06F3/0482 , G06F3/0484 , H04M3/493
CPC分类号： G06F3/0482 , G06F3/04842 , H04M3/4285 , H04M3/493 , H04M3/5166 , H04M2203/252 , H04M2207/18 , H04W4/00 , H04W4/16
摘要： A method for an interactive voice response system has the steps of customers calling a customer service number using a smart phone,_the app validates incoming calls from customers and provides the registered company's customer service menu to the customer in text form on the customer's display, the Main Menu is displayed and the customer selects from the Main Menu to navigate to a sub menu via page redirection, an application server will look for all open call ports within the dialed company, and if call ports are busy then the mobile application will display the message “Call Waiting” and a queue number for the customer will be displayed along with an average wait time, and once the mobile application finds a free port then the call will be automatically connected and agent name and call related details are displayed.
摘要翻译：交互式语音响应系统的方法具有以下步骤：客户使用智能电话呼叫客户服务号码，该应用程序验证来自客户的来电，并将该注册公司的客户服务菜单以客户显示的文本形式提供给客户，主菜单显示，客户从主菜单中选择通过页面重定向导航到子菜单，应用服务器将查找拨号公司内的所有打开的呼叫端口，如果呼叫端口忙，则移动应用程序将显示消息“呼叫等待”和客户的队列号将与平均等待时间一起显示，一旦移动应用程序找到空闲端口，则呼叫将被自动连接，并显示代理名称和呼叫相关详细信息。

10. 发明申请

US20160349973A1 Video Messaging 审中-公开
标题翻译：视频短信
公开(公告)号：US20160349973A1
公开(公告)日：2016-12-01
申请号：US14725851
申请日：2015-05-29
申请人： Microsoft Technology Licensing, LLC
发明人： Alan Wesley Peevers , James Edgar Pycock
IPC分类号： G06F3/0484 , H04L12/58
CPC分类号： G06F3/04847 , G06F3/04842 , G11B27/031 , H04L51/04 , H04L51/10 , H04L51/18 , H04M1/72555 , H04M3/5315 , H04M2203/252 , H04N7/147 , H04N21/2387 , H04N21/26258 , H04N21/41407 , H04N21/4788 , H04N21/4825 , H04N21/64753 , H04N21/6587
摘要： A method of operating a first user terminal, the method comprising: determining a video clip to be communicated to a second user terminal; receiving a user selection from an end-user of the first user terminal, selecting a respective user-selected value for each of a user-controlled one or more of a plurality of controllable items of metadata for controlling playout of the video clip when played out at the second user terminal; and using a video messaging service to send a video message over a network to a second user terminal, the video message communicating the video clip and the respective user-selected values for the one or more user-controlled items of metadata, thereby causing the second user terminal to play out the video clip in accordance with the one or more user-controlled items of metadata.
摘要翻译：一种操作第一用户终端的方法，所述方法包括：确定要传送到第二用户终端的视频剪辑; 从第一用户终端的最终用户接收用户选择，为用户控制的多个可控制的元数据中的每一个选择用户选择的值，用于在播放时控制视频剪辑的播放在第二用户终端; 以及使用视频消息服务通过网络向第二用户终端发送视频消息，所述视频消息传送所述视频剪辑和用于所述一个或多个用户控制的元数据项的相应的用户选择的值，从而导致所述第二用户终端根据一个或多个用户控制的元数据项播放视频剪辑。

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