Patents Examined by Quynh H. Nguyen
-
Patent number: 11750736Abstract: Computer-implemented methods, computer program products, and computer systems for detecting and preventing exploitative calls. The computer-implemented methods include one or more processors configured for receiving voice call data corresponding to an active voice call with a user device, wherein the voice call data comprises caller voice data and user voice data; determining that the caller voice data includes a solicitation of information from a user associated with the user device; retrieving user profile data comprising user health data associated with the user; determining user call stress levels based on the voice call data and the user profile data; and responsive to determining that the user call stress levels exceed a predetermined threshold and that the solicitation of information includes a material information request, generating an alert.Type: GrantFiled: February 14, 2022Date of Patent: September 5, 2023Assignee: International Business Machines CorporationInventors: Hamid Majdabadi, Su Liu, Ravithej Chikkala
-
Patent number: 11740917Abstract: A system and method for customizing communication processing within a communication platform that includes configuring a service handler, which comprises of at least setting execution code of the service handler; setting an association between the service handler and a communication event of the communication platform; detecting the occurrence of the communication event of a communication facilitated through the communication platform; invoking the service handler in response to the event, which comprises: executing the execution code in a serverless execution environment and generating a service handler response; and augmenting the communication in accordance with the service handler response.Type: GrantFiled: June 28, 2021Date of Patent: August 29, 2023Assignee: Twilio Inc.Inventors: Carter Rabasa, Martin Amps
-
Patent number: 11729601Abstract: The present disclosure is directed to a method and system for routing communications. A plurality of communications-enabled devices are coupled to a communications network. Each communications-enabled device has a device identifier. A user-programmable database associates each of a plurality of user identifiers with a device identifier. A router circuit is coupled to the communications network through a portal communication device having a portal identifier. A user designates a destination user identifier when making a communication. The router circuit switches the call, directing the call to a destination device identifier responsive to the user-programmable database association between the destination user identifier and a device identifier. According to certain aspects, communications are directed to users and are routed to associated equipment, a user identifier serving as a virtual extension number.Type: GrantFiled: December 15, 2020Date of Patent: August 15, 2023Assignee: 8x8, Inc.Inventors: Jean Vincent, Tony Chan, Jean-Francois Catz
-
Patent number: 11722600Abstract: A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.Type: GrantFiled: October 26, 2020Date of Patent: August 8, 2023Assignee: United Services Automobile Association (“USAA”)Inventor: John R. Harris
-
Patent number: 11705878Abstract: An audio output device may include one or more audio sensors configured to detect ambient sound and noises around the audio output device. The audio output device may include a controller configured to analyze the detected sound and noises and may adjust audio settings of the audio output device accordingly. In an embodiment, the controller may analyze and recognize that the detected noise is another person's attempt to get the user's attention or to talk to the user, such as audio sound of the user's name. In response, the controller may stop the audio output or lower the volume of the audio output.Type: GrantFiled: January 22, 2021Date of Patent: July 18, 2023Assignee: eBay Inc.Inventor: Jigish Mehta
-
Patent number: 11700501Abstract: Systems and methods for adjusting bass levels of a multi-channel audio signal include, among other features, (i) receiving the multi-channel signal via a playback device; (ii) separating, from the multi-channel signal, low-frequency signals comprising frequencies less than a threshold frequency; (iii) determining electrical energies of the low-frequency signals; (iv) determining a first energy by summing the electrical energies of the low-frequency signals; (v) consolidating the low-frequency signals into a consolidated low-frequency signal; (vi) determining a second energy by determining an electrical energy of the consolidated low-frequency signal; (vii) generating a gain-adjusted low-frequency signal by adjusting a gain of the consolidated low-frequency signal based on both (a) the first energy and (b) the second energy; (viii) generating a gain-adjusted multi-channel signal by mixing the gain-adjusted low-frequency signal back into the multi-channel signal; and (ix) using the gain-adjusted multi-channel sType: GrantFiled: December 28, 2020Date of Patent: July 11, 2023Assignee: Sonos, Inc.Inventors: Hilmar Lehnert, Aurelio Ramos, Bob Dizon
-
Patent number: 11694100Abstract: A device that includes an enterprise data indexing engine (EDIE) configured to receive a set of sentences and to compare the words in the sentences to a set of predefined keywords. The EDIE is further configured to identify one or more sentences that do not contain any of the keywords and to associate the identified sentences with a first classification type. The EDIE is further configured to identify a sentence that contains one or more keywords and to associate the sentence with a second classification type. The EDIE is further configured to link together the sentence that is associated with the second classification type and the sentences that are associated with the first classification type.Type: GrantFiled: November 10, 2021Date of Patent: July 4, 2023Assignee: Bank of America CorporationInventors: Matthew I. Cobb, Melissa A. Fraser, Arjun Thimmareddy, Kimberly S. Smith
-
Patent number: 11694033Abstract: A method comprises receiving a natural language search query, identifying a first set of semantic concepts in the query, creating a vector representation of the first set of semantic concepts, identifying a second set of semantic concepts having a vector representation within a predetermined threshold of similarity to the first set of semantic concepts, performing a search of documents based on the first set of semantic concepts, presenting a result set of documents and the first, second, and third sets of semantic concepts to a user, receiving input from the user, performing a second search of the documents based on the input from the user to obtain a second result set of documents, identifying a fourth set of semantic concepts based on the second result set of documents, and presenting the second result set of documents and the fourth set of semantic concepts to the user.Type: GrantFiled: September 22, 2020Date of Patent: July 4, 2023Assignee: RELX INC.Inventors: Kathryn Farmer, Ankur Oberai, Dhruv Sakalley, Michael Etgen, Sachin Kumar, Sanket Shukl
-
Patent number: 11689856Abstract: A furniture system includes a base and transverse member, with an induction charger provided in the transverse member and/or base, hidden from view and feel. The induction charger can be at least partially secured to either the base frame or the transverse member frame. The induction charger provides induction charging to a device positioned adjacent to a charging surface of the base or transverse member. The charging surface is positioned adjacent to the induction charger. Additionally, the induction charger is positioned between a first and second cushioning material. The first cushioning material is adjacent to (e.g., proximal to or on) the charging surface. The first and second cushioning materials have respective depths.Type: GrantFiled: December 21, 2020Date of Patent: June 27, 2023Assignee: The Lovesac CompanyInventors: Shawn D. Nelson, David M. Underwood, Brian Kuchler, Clint Gibson, Troy Christiansen
-
Patent number: 11683420Abstract: Meeting and conferencing systems and methods are implemented in a variety of manners. Consistent with one embodiment of the present disclosure, an audio conference system includes communications circuitry and a caller interface, each associated with setting up or managing the audio conference. Menu options may be provided to validate or authenticate incoming telephony calls. In response to a selection of the menu options, an incoming telephony call may be prompted to select a callback number, and then the system monitors for a trigger event. A participant is contacted in response to detecting the trigger event, and the contacted participant is then placed into the audio conference.Type: GrantFiled: June 15, 2020Date of Patent: June 20, 2023Assignee: 8x8, Inc.Inventor: Ramprakash Narayanaswamy
-
Patent number: 11682401Abstract: One embodiment of the present invention sets forth a technique for processing recordings of events. The technique includes applying a machine learning model to a plurality of samples from one or more recordings of the events to generate a plurality of embeddings representing the plurality of samples. The technique also includes generating a plurality of labels that identify speakers associated with the plurality of samples based on metadata comprising timestamps of voice activity during the events and participants associated with the voice activity. The technique further includes storing mappings of the plurality of embeddings to the plurality of labels.Type: GrantFiled: March 18, 2021Date of Patent: June 20, 2023Assignee: Cisco Technology, IncInventors: Kareem Aladdin Nassar, David Abraham Wiener
-
Patent number: 11683419Abstract: A system and method provide an integrated automation solution that links multiple systems and applications of a contact center operation and provides a unified support interface and unified knowledge base that delivers relevant data in real-time to assist contact center personnel during a customer interaction. Robotic Process Automation (RPA) is used for automating workflows and processes with robots (e.g., attended and/or unattended) that perform various tasks and activities for capturing information (data, documents, etc.) from multiple front-end and/or back-end systems and applications to provide the necessary data and information in real-time during a contact center session.Type: GrantFiled: May 21, 2021Date of Patent: June 20, 2023Assignee: UiPath, Inc.Inventors: Palak Kadakia, Ankit Saraf
-
Patent number: 11669689Abstract: A personality model is created for a population and used as an input to a text generation system. Alternative texts are created based upon the emotional effect of the generated text. Certain words or phrases are “pinned” in the output, reducing the variability of the generated text so as to preserve required information content, and a number of tests provide input to a discriminator network so that proposed outputs both match an outside objective regarding the information content, emotional affect, and grammatical acceptability. A feedback loop provides new “ground truth” data points for refining the personality model and associated generated text.Type: GrantFiled: December 23, 2020Date of Patent: June 6, 2023Assignee: Jungle Disk, L.L.C.Inventor: Michael DeFelice
-
Patent number: 11665283Abstract: A system and method for mobile device active callback integration, utilizing a callback integration engine operating on a user's mobile device that present a callback token for integration through the operating system and software applications operating on the device, wherein interacting with the callback token produces a callback object used to execute a callback incorporating device hardware, context, scheduling, and trust information.Type: GrantFiled: November 15, 2022Date of Patent: May 30, 2023Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Brian R. Galvin, Daniel Bohannon
-
Patent number: 11664016Abstract: A method and apparatus for providing an audible identification of a device is provided herein. During operation, device identities will be determined for members forming a personal-area network (PAN). When information is conveyed by a device, a determination of whether or not to announce a device identification will be based on a combination of PAN members present. More particularly, when a certain combination of devices are members of the PAN, device identifications will be announced, otherwise, device identifications will not be announced.Type: GrantFiled: January 23, 2018Date of Patent: May 30, 2023Assignee: MOTOROLA SOLUTIONS, INC.Inventors: Yong Tian, Dong Zhao, Xun Fei, Hai-Qing Hu
-
Patent number: 11659091Abstract: A computerized-method for operating an Omni Session Handling (OSH) engine for proactive OSH to determine that an outreach is required, according to one or more predefined requirements, to maximize capacity of an agent in a contact center by omni session handling, is provided herein. The computerized-method may retrieve one or more interactions from a Customer-Relations-Management database based on a requirement for an outreach to be stored in a queue of proactive contacts. The computer-implemented method may further allocate a queue of one or more interactions to an agent or to a team of agents and then present the agent with a digital preview of an interaction from the queue of one or more interactions for consideration via a display unit, while the agent is handling one or more interactions. The computer-implemented method may further receive from the agent a decision upon review of the presented digital preview of the interaction.Type: GrantFiled: May 19, 2021Date of Patent: May 23, 2023Assignee: INCONTACT INC.Inventor: Alfred Shane Cordon
-
Patent number: 11645463Abstract: A natural language processing system includes a storage device and a processor. The storage device is configured to preload records of failure histories of semiconductor equipment, and the records of the failure histories of the semiconductor equipment include natural language. The processor is electrically connected to the storage device and is configured to perform a natural language process on the records of the failure histories of the semiconductor equipment to generate an abnormal model classification table.Type: GrantFiled: June 7, 2020Date of Patent: May 9, 2023Assignee: NANYA TECHNOLOGY CORPORATIONInventor: Chun-Wei Wu
-
Patent number: 11645479Abstract: A novel method provides an AI language virtual agent having self-improvement features and which uses language modeling and tree search techniques. The AI language virtual agent exchanges textual discussion with users and other simulated agents. The method includes receiving a current situational description depicting natural language user input, temperament qualities and textual tendencies of the virtual agent, and indicia regarding subject matter context of a present conversation. The indicia regarding subject matter context include textual logs from recent conversational exchanges. The current situational description includes audio, visual, and tactile inputs collected proximate to the virtual agent.Type: GrantFiled: November 9, 2020Date of Patent: May 9, 2023Inventor: Kino High Coursey
-
Patent number: 11641592Abstract: Systems and methods for managing network connectivity of speech processing-enabled devices are provided. The speech-enabled device may periodically monitor a variety of metrics related to the network connectivity status of the device, and save those metrics in a local events log. The speech-enabled device may then periodically send those metrics to a remote speech processing management system. Users may then use voice commands to request the status of the speech-enabled device, and the speech-enabled device will send that request to the speech processing management system. The speech processing management system can then retrieve the historical metrics for that device and determine one or more inferences regarding the condition of the device. These inferences are used to diagnose potential network connectivity problems being experienced by the speech-enabled device, and to generate recommendations for remediating those problems.Type: GrantFiled: October 29, 2019Date of Patent: May 2, 2023Assignee: AMAZON TECHNOLOGIES, INC.Inventors: Venkatesh Duraibabu, Sidharth Kodikal, Sagar Narang, Lakshminarasimhan Muralidharan, Zhejun Henry Fang, Aditya Bhave
-
Patent number: 11641559Abstract: Example techniques relate to voice interaction in an environment with a media playback system that is playing back audio content. In an example implementation, while playing back first audio in a given environment at a given loudness: a playback device (a) detects that an event is anticipated in the given environment, the event involving playback of second audio and (b) determines a loudness of background noise in the given environment, the background noise comprising ambient noise in the given environment. The playback device ducks the first audio in proportion to a difference between the given loudness of the first audio and the determined loudness of the background noise and plays back the ducked first audio concurrently with the second audio.Type: GrantFiled: March 2, 2020Date of Patent: May 2, 2023Assignee: Sonos, Inc.Inventors: Klaus Hartung, Romi Kadri