Abstract: 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.

Abstract: A computer-implemented system and method for user-controlled processing of audio signals is provided. An audio signal including a reference segment and a segment preceding the reference segment is obtained. A value q is received from a user. Audio buffers in the preceding segment are defined, each having a width of N samples and a starting point a unique number of samples away from the preceding segment's start, based on a division of N by q. One or more of the buffers are transformed into discrete Fourier transform (DFT) buffers. A signature of the signal is generated using at least a portion of the reference segment and at least one of the DFT buffers. A new audio signal is received and a DFT for the audio signal is generated. The new audio signal is determined to match the audio signal based on a comparison of the DFT to the signature.

Abstract: 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.

Abstract: A system and method for efficiently transcribing verbal messages to text is provided. Verbal messages are received and at least one of the verbal messages is divided into segments. Automatically recognized text is determined for each of the segments by performing speech recognition and a confidence rating is assigned to the automatically recognized text for each segment. A threshold is applied to the confidence ratings and those segments with confidence ratings that fall below the threshold are identified. The segments that fall below the threshold are assigned to one or more human agents starting with those segments that have the lowest confidence ratings. Transcription from the human agents is received for the segments assigned to that agent. The transcription is assembled with the automatically recognized text of the segments not assigned to the human agents as a text message for the at least one verbal message.

Abstract: Apparatuses and methods are described to secure information contained within voice recordings. A voice recording is loaded into a data processing system, wherein the voice recording results from an utterance of a human during an interaction between the human and an interface of a business entity. The voice recording is processed to recognize at least one element of text in the voice recording. The data processing system determines if the at least one element of text represents special information that pertains to the human. A segment in the voice recording is rendered unintelligible if the at least one element of text represents special information that pertains to the human.

Abstract: 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.

Abstract: A computer-implemented system and method for identifying and masking special information within recorded speech is provided. A field for entry of special information is identified. Movement of a pointer device along a trajectory towards the field is also identified. A correlation of the pointer device movement and entry of the special information is determined based on a location of the trajectory in relation to the field. A threshold is applied to the correlation. The special information is received as verbal speech. A recording of the special information is rendered unintelligible when the threshold is satisfied.

Abstract: 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.

Abstract: 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.

Abstract: A computer-implemented system and method for processing audio in a voice response environment is provided. A database of host scripts each comprising signature files of audio phrases and actions to take when one of the audio phrases is recognized is maintained. The host scripts are loaded and a call to a voice mail server is initiated. Incoming audio buffers are received during the call from voice messages stored on the voice mail server. The incoming audio buffers are processed. A signature data structure is created for each audio buffer. The signature data structure is compared with signatures of expected phrases in the host scripts. The actions stored in the host scripts are executed when the signature data structure matches the signature of the expected phrase.

Abstract: 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.

Abstract: A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: A system and method for processing out-of-order caller responses during automated call processing is provided. A call session of a caller into a call center is monitored. The call session includes a non-sequential dialogue between the caller and the call center. An interaction with the caller is based on a script. Ordered information-gathering queries, including automated voice prompts are sent to the caller by executing the script. Responses from the caller are evaluated against a topic of conversation addressed in the script through call disposition criteria. A determination is made as to whether an affect on the ordering by the call disposition criteria is met through the responses. The ordering of the information-gathering queries is dynamically modified prior to selecting a next of the information-gathering queries to send.

Abstract: A marker is derived from an interaction between a person and an agent of a business and the agent's user interface. A part of a speech signal that corresponds to a portion of the person's special information is located with the marker. The speech signal results from the interaction between the person and the agent. The part of the speech signal that corresponds to the portion of the person's special information is rendered unintelligible.

Abstract: 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.

Abstract: 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.