Patent application number | Description | Published |
20080201071 | VEHICLE NAVIGATION SYSTEM AND METHOD - A vehicle navigation system and method. The system includes a unit located in a vehicle and coupled to a first network, a traffic information center coupled to a second network, and a server coupled to the first and second networks. A trip plan is generated according to navigation information, vehicle coordinates and trip request information received from the unit, and road information received from the traffic information center. The trip plan is sent to the unit for presentation. The trip plan includes trip overview information and voice prompts associated with one or more landmarks. A trip plan may be a tourist trip plan. | 08-21-2008 |
20080205620 | SYSTEM AND METHOD FOR MANAGING HOLD TIMES DURING AUTOMATED CALL PROCESSING - A system and method for managing hold times during automated call processing is provided. A call is received from a caller and assigned to a call session. Data is obtained from the caller and evaluated for caller attributes related to the call session. Hold times are identified during the call session. Response content is customized for at least one of the hold times using the caller attributes. The customized response content is provided to the caller during that hold time. | 08-28-2008 |
20080243515 | SYSTEM AND METHOD FOR PROVIDING AN AUTOMATED CALL CENTER INLINE ARCHITECTURE - A system and method for providing an automated call center inline architecture is provided. A plurality of grammar references and prompts are maintained on a script engine. A call is received through a telephony interface. Audio data is collected using the prompts from the script engine, which are transmitted to the telephony interface via a message server. Distributed speech recognition is performed on a speech server. The grammar references are received from the script engine via the message server. Speech results are determined by applying the grammar references to the audio data. A new grammar is formed from the speech results. Speech recognition results are identified by applying the new grammar to the audio data. The speech recognition results are received as a display on an agent console. | 10-02-2008 |
20080246592 | SYSTEM AND METHOD FOR MANAGING CUSTOMER QUEUING - A system and method for managing customer queuing is provided. A new request is received from a user. The new request is assigned to a queue. Placed requests waiting in the queue ahead of the new request are counted. The placed requests are compared to a request threshold. An upsell is provided to the user when the placed requests exceed the request threshold. The new request is released from the queue. The new request is satisfied by providing a response to the user. | 10-09-2008 |
20080267388 | SYSTEM AND METHOD FOR PROCESSING CALLS IN A CALL CENTER - A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller. | 10-30-2008 |
20090030602 | System and method for reducing the amount of repetitive data sent by a server to a client for vehicle navigation - A system and method for reducing the amount of repetitive data sent by a server to a client for vehicle navigation. The system includes a computer-based vehicle unit located in a vehicle, a gateway configured to wirelessly send and receive trip information to and from the vehicle unit, and a computer-based server in communication with the gateway over a network. The vehicle unit wirelessly receives signals from a computer-based server that includes the desired navigation information in packet form. The vehicle unit includes a user interface component that presents the received navigation information and records user requests. The server processes the requests, generates a trip plan according to the navigation information and sends the generated trip plan back to the vehicle unit via a gateway when a request has been completed. | 01-29-2009 |
20090080640 | System and method for retaining calls into a call center - A system and method for retaining calls info a call center is provided. A multiplicity of calls is received into a call center. The nature of each call is determined and the calls are temporarily saved. One or more of the saved calls is retained by performing a plurality of evaluations against criteria. The saved calls that are not retained are discarded. Each of the saved calls retained are stored as a recording identified by the nature of each call. | 03-26-2009 |
20090161841 | SYSTEM AND METHOD FOR PROVIDING MESSAGE-BASED COMMUNICATIONS VIA A CENTRALIZED VOICE MESSAGE SERVER - A system and method for providing message-based communications via a centralized voice message server is provided. A plurality of communication devices are interfaced over a data network. A session is initiated upon receipt of a sign-in request from one of the communication devices. An identity of a user associated with that communication device is verified. The user is assigned to at least one discussion group, which includes one or more other signed-in users each associated with an other communication device located at a location removed from the communication device. A voice message is received on a message server from the user. The voice message is encrypted for each of the other signed-in users using keys unique to the other communication devices associated with the other signed-in users. The encrypted voice message is provided from the message server to the other signed-in users. | 06-25-2009 |
20100197327 | Mobile Communication Device Dynamic Service Application and Dynamic Service Application Scripting - A dynamic service application is stored and executed on a mobile or wireless communication device (e.g., a cellular telephone) to enable it to be programmed without specialized hardware, software, and other proprietary information. For example, dynamic service application programs or scripts may be entered directly by a user or may be received as a wireless or radiated digital message transmission. The dynamic service application executes the dynamic service application script, which is of a format to accommodate wireless or radiated transmission and storage on the device. The dynamic service application script may be written by a user on a computer or a mobile communication device or may be written with the aid of scripting “wizard” software. In addition to being received as radiated transmissions, dynamic service application scripts may also be sent as radiated transmissions from mobile communication devices to other devices or computers. | 08-05-2010 |
20100223005 | SYSTEM AND METHOD FOR REDUCING THE AMOUNT OF REPETITIVE DATA SENT BY A SERVER TO A CLIENT FOR VEHICLE NAVIGATION - A system and method for reducing the amount of repetitive data sent by a server to a client for vehicle navigation. The system includes a computer-based vehicle unit located in a vehicle, a gateway configured to wirelessly send and receive trip information to and from the vehicle unit, and a computer-based server in communication with the gateway over a network. The vehicle unit wirelessly receives signals from a computer-based server that includes the desired navigation information in packet form. The vehicle unit includes a user interface component that presents the received navigation information and records user requests. The server processes the requests, generates a trip plan according to the navigation information and sends the generated trip plan back to the vehicle unit via a gateway when a request has been completed. | 09-02-2010 |
20100274562 | SYSTEM AND METHOD FOR TRANSMITTING VOICE INPUT FROM A REMOTE LOCATION OVER A WIRELESS DATA CHANNEL - A system and method for improving voice recognition processing at a server system that receives voice input from a remotely located user system. The user system includes a microphone, a processor that performs front-end voice recognition processing of the received user voice input, and a communication component configured to send the front-end processed user voice input to a destination wirelessly over a network. The server system includes a communication component configured to receive the sent front-end processed user voice input, and a processor configured to complete voice recognition processing of the sent front-end processed user voice input. | 10-28-2010 |
20110004403 | VEHICLE NAVIGATION SYSTEM AND METHOD - A vehicle navigation system and method. The system includes a unit located in a vehicle and coupled to a first network, a traffic information center coupled to a second network, and a server coupled to the first and second networks. A trip plan is generated according to navigation information, vehicle coordinates and trip request information received from the unit, and road information received from the traffic information center. The trip plan is sent to the unit for presentation. The trip plan includes trip overview information and voice prompts associated with one or more landmarks. A trip plan may be a tourist trip plan. | 01-06-2011 |
20110066314 | SYSTEM AND METHOD FOR ADAPTABLE MOBILE INTERFACE - A system, method, and computer program product for automatically adjusting the output of presentation content based upon vehicle conditions. The method determines whether one of a plurality of vehicle conditions exists, such as conditions related to vehicle speed, rate of change in vehicle speed, rate of change in vehicle direction, vehicle emergencies, cellular phone or headphone activation, radar detector activation, noise level decibels above a certain value, etc. The method determines an output format based on the determined vehicle conditions. The method outputs at least a portion of the presentation content based on the determined output format. The determined output format includes display format information, such as text font or icon size information or map detail. The presentation content can also include audio content. | 03-17-2011 |
20110093189 | SYSTEM AND METHOD FOR REDUCING THE AMOUNT OF REPETITIVE DATA SENT BY A SERVER TO A CLIENT FOR VEHICLE NAVIGATION - A system and method for reducing the amount of repetitive data sent by a server to a client for vehicle navigation. The system includes a computer-based vehicle unit located in a vehicle, a gateway configured to wirelessly send and receive trip information to and from the vehicle unit, and a computer-based server in communication with the gateway over a network. The vehicle unit wirelessly receives signals from a computer-based server that includes the desired navigation information in packet form. The vehicle unit includes a user interface component that presents the received navigation information and records user requests. The server processes the requests, generates a trip plan according to the navigation information and sends the generated trip plan back to the vehicle unit via a gateway when a request has been completed. | 04-21-2011 |
20120008763 | System And Method For Balancing Call Session Assignments On An Agent Console - A system and method for balancing call session assignments on an agent console is provided. Incoming call sessions and one or more agent consoles, each managed by an agent, are monitored. An absolute upper limit on a number of the call sessions allowed at each agent console at any given time is assigned. A load of call session assignments is balanced on each agent console. Objective conditions regarding call sessions already assigned to each agent are collected. Subjective conditions regarding the agent's opinion of a current call session are also collected. The objective and subjective conditions are evaluated against the absolute upper limit to determine a load factor. Each incoming call session is assigned to one such agent console based on the load factor. | 01-12-2012 |
20120069975 | System and Method For Processing Multi-Modal Communications During A Call Session - A system and method for processing multi-modal communications during a call session are provided. A call is received from a caller and assigned to an agent. A caller identification is assigned to the call. Voice communication from the call is processed and displayed. One or more text messages from the caller are received during the call. The caller identification is assigned to each of the text messages. The text messages are matched to the call using the caller identification and are displayed to the agent for review during the call. | 03-22-2012 |
20120135708 | SHARING ACCOUNT INFORMATION AND A PHONE NUMBER BETWEEN PERSONAL MOBILE PHONE AND AN IN-VEHICLE EMBEDDED PHONE - A phone embedded within a vehicle for automatically using a service plan of a proximate personal mobile phone. The embedded phone includes an internal communication component that detects the presence of the personal mobile phone, and receives a mobile subscriber identification number from the detected phone. The embedded phone also includes an external communication component that sends the received mobile subscriber identification number to a wireless network authority, and receives an authentication request to the personal mobile phone via the embedded phone. The internal communication component sends the authentication request to the personal mobile phone. The personal mobile phone generates an authentication signal, and the external communication component sends the authentication signal to the wireless network authority. | 05-31-2012 |
20120140906 | System And Method For Monitoring An Automated Voice Response System - A system and method for monitoring an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script with a plurality of instructions. A visual representation of the audio communication is presented to an agent substantially simultaneously with the audio communication based on the AVR script. The visual representation includes at least one field to be populated with information obtained from the caller and the information populated in the field can be updated by the agent. | 06-07-2012 |
20120159287 | Off-Line Delivery Of Content Through An Active Screen Display - A computer-implemented system and method for off-line delivery of content through an active screen display are provided. A processor includes an encoding application to assemble and encode digitally-stored content into encoded content, and to interleave the encoded content with a signal conveying a live screen representation. The live screen representation includes output of a user interface for applications executing on the processor. An active screen display is coupled to the processor over a physical display interface connection. The active screen display includes a runtime application to identify the encoded content within the signal on the active screen display and to decode the encoded content into decoded content. The active screen display further includes an offline application to unilaterally display the decoded content on the active screen display without use of the processor and in an absence of the live screen presentation. | 06-21-2012 |
20120173388 | SYSTEM AND METHOD TO ASSOCIATE BROADCAST RADIO CONTENT WITH A TRANSACTION VIA AN INTERNET SERVER - A system and method for providing services to users in vehicles based on radio broadcasts received by a vehicle's radio receiver. The system includes a computer-based vehicle unit located in a vehicle, a gateway configured to wirelessly send and receive information to and from the vehicle unit, and a computer-based server in communication with the gateway over a network. The vehicle unit includes a user interface component that presents the received content and radio broadcast and records user requests. The server processes the requests and sends confirmation messages back to the unit via the gateway when a request is completed or other information needs to he sent to the unit. The vehicle unit wirelessly receives a radio broadcast from a radio station, transmits user requests and vehicle information to the server via the gateway, and receives content back from the server. | 07-05-2012 |
20120203557 | COMPREHENSIVE MULTIPLE FEATURE TELEMATICS SYSTEM - A comprehensive system and method for telematics including the following features individually or in sub-combinations: vehicle user interfaces, telecommunications, speech recognition, digital commerce and vehicle parking, digital signal processing, wireless transmission of digitized voice input, navigational assistance for motorists, data communication to vehicles, mobile client-server communication, extending coverage and bandwidth of wireless communication services, and noise reduction. | 08-09-2012 |
20120219126 | System And Method For Processing Call Records - A system and method for processing a call between a caller and a live agent is provided. A stream of verbal speech utterances is received from the caller and converted into text. Text messages are received from the agent in response to the stream of verbal speech utterances and converted into synthesized speech utterances. The synthesized speech utterances are provided to the caller. A record of the call is processed and presented to a further live agent for manipulation. The manipulated record is stored. | 08-30-2012 |
20120253806 | System And Method For Distributed Speech Recognition - A system and method for distributed speech recognition is provided. Audio data is obtained from a caller participating in a call with an agent. A main recognizer receives a main grammar template and the audio data. A plurality of secondary recognizers each receive the audio data and a reference that identifies a secondary grammar, which is a non-overlapping section of the main grammar template. Speech recognition is performed on each of the secondary recognizers and speech recognition results are identified by applying the secondary grammar to the audio data. An n number of most likely speech recognition results are selected. The main recognizer constructs a new grammar based on the main grammar template using the speech recognition results from each of the secondary recognizers as a new vocabulary. Further speech recognition results are identified by applying the new grammar to the audio data. | 10-04-2012 |
20120275582 | System And Method For Transmitting Voice Messages Via A Centralized Voice Message Server - A system and method for transmitting voice messages via a centralized voice message server is provided. A plurality of communication devices are interfaced over a data network, and each communication device is associated with a user. At least one of the users is associated with a plurality of discussion groups. The user is identified as signed-in to two or more of the discussion groups. At least one of the two or more discussion groups to which the user is signed-in is identified as active. A voice message is received on a voice message server from the user. The voice message is transmitted to all members signed-in to the active discussion group from the voice message server. The voice message server further transmits voice messages to the user from members signed-in to the discussion groups to which the user is signed-in. | 11-01-2012 |
20130016815 | Computer-Implemented System And Method For Providing Recommendations Regarding Hiring Agents In An Automated Call Center Environment Based On User Traits - A computer-implemented system and method for providing recommendations for hiring agents within a call center environment is provided. A list of candidates for hire as agents within a call center is maintained. A voice recording from each of the candidates is analyzed by measuring voice characteristics within the voice recording and by calculating a score for the voice recording based on the measured voice characteristics. A threshold is applied to the voice recording score. One or more of the candidates on the list of candidates for hire is retained when the voice recording score for that candidate satisfies the threshold. One or more of the candidates from the list is removed when the voice recording score for that candidate fails to satisfy the threshold. | 01-17-2013 |
20130016816 | Computer-Implemented System And Method For Matching Agents With Callers In An Automated Call Center Environment Based On User Traits - 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. | 01-17-2013 |
20130016823 | Computer-Implemented System And Method For Providing Coaching To Agents In An Automated Call Center Environment Based On User Traits - 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. | 01-17-2013 |
20130023239 | SHARING ACCOUNT INFORMATION AND A PHONE NUMBER BETWEEN PERSONAL MOBILE PHONE AND AN IN-VEHICLE EMBEDDED PHONE - A phone embedded within a vehicle for automatically using a service plan of a proximate personal mobile phone. The embedded phone includes an internal communication component that detects the presence of the personal mobile phone, and receives a mobile subscriber identification number from the detected phone. The embedded phone also includes an external communication component that sends the received mobile subscriber identification number to a wireless network authority, and receives an authentication request to the personal mobile phone via the embedded phone. The internal communication component sends the authentication request to the personal mobile phone. The personal mobile phone generates an authentication signal, and the external communication component sends the authentication signal to the wireless network authority. | 01-24-2013 |
20130064356 | System And Method For Storing Call Recordings In A Call Center - A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center. | 03-14-2013 |
20130124208 | REAL-TIME DISPLAY OF SYSTEM INSTRUCTIONS - A system and method for reviewing inputted voice instructions in a vehicle-based telematics control unit. The system includes a microphone, a speech recognition processor, and an output device. The microphone receives voice instructions from a user. Coupled to the microphone is the speech recognition processor that generates a voice signal by performing speech recognition processing of the received voice instructions. The output device outputs the generated voice signal to the user, The system also includes a user interface for allowing the user to approve the outputted voice signal, and a communication component for wirelessly sending the generated voice signal to a server over a wireless network upon approval by the user. | 05-16-2013 |
20130251118 | Computer-Implemented System And Method For Processing Caller Responses - A computer-implemented system and method for processing caller responses is provided. Scripts each including at least one block of dialogue are stored. Information is received from a caller during a call with an agent. A selection of a least one of the scripts is received from the agent based on the received information from the caller. The selected script is presented to the caller. A response is received from the caller. A direction of the call is changed. A further selection of one of the scripts is received from the agent based on the response from the caller. The further selected script is presented to the caller. | 09-26-2013 |
20130259212 | Computer-Implemented System And Method For Processing User Communications - A computer-implemented system and method for processing user communications is provided. Instructions are received within a call center from a user via a vehicle calling system. A determination as to whether the instructions are correctly received is confirmed by processing the instructions, by providing results of the processed instructions to the user, and by receiving confirmation that the results are correct. The instructions are converted from speech to text upon the confirmation and are subsequently provided to an agent. A communication is received from the agent in response to the instructions and the communication is provided to the user via the vehicle calling system. | 10-03-2013 |
20130344850 | System And Method For Transmitting Voice Messages To A Discussion Group - A system and method for transmitting voice messages to a discussion group is provided. Users signed-on to a voice message server are identified. Each signed-on user is associated with one or more discussion groups and a personal communication device. The voice message server receives a voice message from one of the signed-on users via the personal communication device associated with that signed-on user and a discussion group to which the voice message is to be sent. The voice message from the signed-on user is provided to the other signed-on users in the discussion group. | 12-26-2013 |
20130346080 | System And Method For Performing Distributed Speech Recognition - A system and method for performing distributed speech recognition is provided. Audio data is received on a main recognizer and on each of a plurality of secondary recognizers. Secondary grammars are transmitted to each of the secondary recognizers. The secondary recognizers each perform speech recognition on the audio data using the secondary grammar for that secondary recognizer. A new grammar is constructed based on results of the speech recognition by each of the secondary recognizers. The main recognizer performs speech recognition on the audio data using the new grammar. | 12-26-2013 |
20140006112 | VEHICLE PARKING VALIDATION SYSTEM AND METHOD | 01-02-2014 |
20140129219 | Computer-Implemented System And Method For Masking Special Data - A computer-implemented system and method for masking special data is provided. Speakers of a call recording are identified. The call recording is separated into strands corresponding to each of the speakers. A prompt list of elements that prompt the speaker of the other strand to utter special information is applied to one of the strands. At least one of the elements of the prompt list is identified in the one strand. A special information candidate is identified in the other strand and is located after a location in time where the element was found in the voice recording of the one strand. A confidence score is assigned to the element located in the one strand and to the special information candidate in the other strand. The confidence scores are combined and a threshold is applied. The special information candidate is rendered unintelligible when the combined confidence scores satisfy the threshold. | 05-08-2014 |
20140129831 | Computer-Implemented System And Method For Individual Message Encryption Using A Unique Key - A computer-implemented system and method for individual record encryption is provided. A plurality of records associated with incoming calls to a call center are maintained. A unique encryption key is randomly generated for each record. The records are each encrypted using the encryption key generated for that record. The keys are stored in a location separate from the encrypted records. | 05-08-2014 |
20140177820 | Computer-Implemented System and Method for Automating Call Center Phone Calls - A system and method for processing a call between a caller and a live agent is provided. A stream of verbal speech utterances is received from the caller and converted into text. Text messages are received from the agent in response to the stream of verbal speech utterances and converted into synthesized speech utterances. The synthesized speech utterances are provided to the caller. A record of the call is processed and presented to a further live agent for manipulation. The manipulated record is stored. | 06-26-2014 |
20140270135 | Computer-Implemented System And Method For Efficiently Facilitating Appointments Within A Call Center Via An Automatic Call Distributor - A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents within a call center is received from a user. Each agent is associated with a call queue and handles incoming customer calls to the call queue. An availability of each of the agents on the list is determined. One of the agents is selected as a most available agent. The user is provided with records for the most available agent and is automatically connected with the most available agent. | 09-18-2014 |
20140307864 | Computer-Implemented System And Method For Simultaneously Processing Multiple Call Sessions - A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller. | 10-16-2014 |
20140348320 | System And Method For Processing Multi-Modal Communications Within A Call Center - A system and method for processing multi-modal communications is provided. A call is received into a call center via a telephone. The call includes an inquiry of incoming speech utterances from a caller. The call is assigned to an agent within the call center. Transcribed text is generated by performing automatic speech recognition on the incoming speech utterances. The transcribed text is displayed to the agent via a display. Text messages from the caller are separately received into the call center via the telephone during the call. The text messages are identified as originating from the caller of the call and displayed to the agent. | 11-27-2014 |