Patent application number | Description | Published |
20090080639 | CALL VOLUME BASED IVR CALL DURATION AND PORT ADJUSTMENT - 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. | 03-26-2009 |
20110051907 | VERIFICATION OF USER PRESENCE DURING AN INTERACTIVE VOICE RESPONSE SYSTEM SESSION - 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. | 03-03-2011 |
20110096919 | SERVICE REQUEST ROUTING USING PASSIVE SKILL CERTIFICATION - 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. | 04-28-2011 |
20110110502 | REAL TIME AUTOMATIC CALLER SPEECH PROFILING - 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. | 05-12-2011 |
20120328085 | REAL TIME AUTOMATIC CALLER SPEECH PROFILING - 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. | 12-27-2012 |
20130138422 | MULTILINGUAL SPEECH RECOGNITION AND PUBLIC ANNOUNCEMENT - 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. | 05-30-2013 |
20130166301 | ADAPTIVE VOICE PRINT FOR CONVERSATIONAL BIOMETRIC ENGINE - A computer-implemented method, system and/or program product update voice prints over time. A receiving computer receives an initial voice print. A determining period of time is calculated for that initial voice print. This determining period of time is a length of time during which an expected degree of change in subsequent voice prints, in comparison to the initial voice print and according to a speaker's subsequent age, is predicted to occur. A new voice print is received after the determining period of time has passed, and the new voice print is compared with the initial voice print. In response to a change to the new voice print falling within the expected degree of change in comparison to the initial voice print, a voice print store is updated with the new voice print. | 06-27-2013 |
20140064464 | Real Time Automatic Caller Speech Profiling - 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, which is unintelligible due to background noise at the caller's location, is received from a caller. Upon determining that the unintelligible voice input does not match any entry from a lexicon of known voice inputs, the unintelligible voice input is stored in a no-match-based user profiles database, and 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. | 03-06-2014 |
20140188472 | ADAPTIVE VOICE PRINT FOR CONVERSATIONAL BIOMETRIC ENGINE - A computer-implemented method, system and/or program product update voice prints over time. A receiving computer receives an initial voice print. A determining period of time is calculated for that initial voice print. This determining period of time is a length of time during which an expected degree of change in subsequent voice prints, in comparison to the initial voice print and according to a speaker's subsequent age, is predicted to occur. A new voice print is received after the determining period of time has passed, and the new voice print is compared with the initial voice print. In response to a change to the new voice print falling within the expected degree of change in comparison to the initial voice print, a voice print store is updated with the new voice print. | 07-03-2014 |
20140286485 | MONITORING AND PROVIDING ACCESS TO BACK TO BACK SCHEDULED CONFERENCE CALLS - A method for monitoring and providing access to back to back scheduled conference calls within a teleconferencing system. The method includes receiving a call and a password entry from a caller. The method includes determining the password entry is valid for a scheduled conference call. The method includes determining the scheduled conference call is scheduled back to back with a previous conference call and that the previous conference call is not over. The method then includes determining the password entry is a specific password, wherein the specific password is issued only to callers accessing back to back scheduled conference calls and placing the caller on hold. | 09-25-2014 |
20150142431 | MULTILINGUAL SPEECH RECOGNITION AND PUBLIC ANNOUNCEMENT - 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. | 05-21-2015 |
20150195408 | SERVICE REQUEST ROUTING USING PASSIVE SKILL CERTIFICATION - 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. | 07-09-2015 |
20150326719 | USING AN ISDN MESSAGE HEADER TO SUPPORT TIME ZONE IDENTIFICATION - Inserting time zone information within an Integrated Services for Digital Network (ISDN) message header is provided. A time zone indicator corresponding to an origin of a communication is inserted into a time zone indicator field within a header of an ISDN message. The ISDN message with the inserted time zone indicator corresponding to the origin of the communication within the header is sent to another data processing system via a network. | 11-12-2015 |
Patent application number | Description | Published |
20090248418 | Speech Recognition and Statistics-Based Call Route Determination - A method of call route determination based upon a statistics-based business intelligence engine (BEI) queried by an IVR subsystem with caller parameters descriptive of the caller to determine a next best route for a received call, when the default or best route for the call exceeds a threshold time. A call is received at a contact center from a caller. Content and identity information of the caller is extracted from the received call. IVR determines a first estimated wait time associated with a default route of the received call. If the first estimated wait time is greater than a threshold time, and thus unacceptable, then the IVR queries a business intelligence engine (BIE) with caller parameters descriptive of the caller to determine a next best route of the received call, with the next best route having a second estimated wait time less than the first estimated wait time of the default route. The caller is then routed to the next best route. | 10-01-2009 |
20100167608 | Freediving Safety Apparatus - An apparatus for use in the activity of freediving, providing the freediver with increased safety and protection in the event of Shallow Water Blackout, incapacitating hypoxia, or other emergency occurring in or under the water, while providing greater reliability of functioning, and comfort of wearing during the activity of freediving. | 07-01-2010 |
20110196676 | ADAPTIVE VOICE PRINT FOR CONVERSATIONAL BIOMETRIC ENGINE - A computer-implemented method, system and/or program product update voice prints over time. A receiving computer receives an initial voice print. A determining period of time is calculated for that initial voice print. This determining period of time is a length of time during which an expected degree of change in subsequent voice prints, in comparison to the initial voice print, is predicted to occur. A new voice print is received after the determining period of time has passed, and the new voice print is compared with the initial voice print. In response to a change to the new voice print falling within the expected degree of change in comparison to the initial voice print, a voice print store is updated with the new voice print. | 08-11-2011 |