Patents Examined by Thjuan K. Addy
  • Patent number: 11184703
    Abstract: A device for sound localization includes a spatial feature generator, a voice detector, an angle selector, and an angle retriever. The spatial feature generator generates M spatial feature signals according to signals of N microphones of a microphone array. The voice detector generates at least one voice detection signal according to at least one of the signals of the N microphones. The angle selector outputs a candidate angle signal according to the M spatial feature signals to indicate a candidate direction of sound. The angle retriever generates a sound detection result according to the M spatial feature signals to indicate whether any sound source exists, and then outputs an estimated angle signal indicative of a direction of sound according to the sound detection result, the at least one voice detection signal, and the candidate angle signal.
    Type: Grant
    Filed: January 14, 2021
    Date of Patent: November 23, 2021
    Inventors: Ming-Tang Lee, Chung-Shih Chu
  • Patent number: 11178289
    Abstract: A Toll-Free Management Platform (TFMP) includes methods and systems for number administration, customer administration, call management services, texting services and text registry, and a smart services registry. The TFMP may allow users to receive through a web-based interface, an activate request from a user, wherein the request includes at least a customer record template reference and an indication of when to active a toll-free telecommunications number associated with the request. The request may include at least one IP address datum associated with the toll-free telecommunications number. A user interface may allow activating a toll-free number, and users may access the TFMP to create and access existing templates of toll-free call routing templates, and utilize a routing tree engine to create customized call routing trees for the toll-free numbers of interest to the user.
    Type: Grant
    Filed: April 10, 2020
    Date of Patent: November 16, 2021
    Assignee: Somos, Inc.
    Inventors: Sriram Sharma, Michael Kimmel, Suk Yee Wong
  • Patent number: 11178282
    Abstract: A method and apparatus for guiding an agent during an active call between the customer and an agent is provided. The method comprises extracting, at a call analytics server (CAS), from a transcribed text of an audio of a call between a customer and an agent, a call context. Based on at least one of the call context, a call metadata, or a customer historical data, occurrence of a qualifying event is determined. Upon occurrence of the qualifying event, an action from multiple actions is identified based on at least one of the call context, the call metadata, or the customer historical data. The identified action is sent as guidance from the CAS to a graphical user interface (GUI) accessible by the agent, while the call is active.
    Type: Grant
    Filed: December 31, 2020
    Date of Patent: November 16, 2021
    Inventors: Samith Ramachandran, Umesh Sachdev
  • Patent number: 11172289
    Abstract: An acoustic system and method detect and locate low intensity and low frequency sound sources in an investigation area. An acoustic system is effective in identifying survivors trapped under rubble following a catastrophic event. The acoustic system focuses on the low frequency components of the human voice and includes acoustic sensors for detecting acoustic signals generated by the sound sources and for generating data representative of the acoustic signals. A wireless transmitter transmits the data representative of the detected acoustic signals to an electronic receiver block that receives and analyzes the data. A processor executes calibration of the acoustic sensors of the suite to temporally align each signal received from the acoustic sensors, and executes a digital beamforming to combine the data representative of the detected acoustic signals and to create an acoustic image of the investigation area to locate the low intensity and low frequency sound sources.
    Type: Grant
    Filed: March 15, 2019
    Date of Patent: November 9, 2021
    Assignee: LEONARDO S.p.A.
    Inventors: Francesco Vinelli, Annarita Di Lallo
  • Patent number: 11157916
    Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.
    Type: Grant
    Filed: November 25, 2019
    Date of Patent: October 26, 2021
    Assignee: NICE LTD.
    Inventors: Steven Richard Arnold, Katie Truong, Robert William Morris
  • Patent number: 11153705
    Abstract: Methods and systems are provided for audio devices with enhanced directional operations. An example audio device includes an orientation determination circuit configured to determine an orientation of at least a part of a user's body, a first audio output component, a second audio output component, and a controller configured to control the first audio output component and the second audio output component based on the determined orientation. The determined orientation may correspond to a positional nature of the user within a three-dimensional space around the user. The controller may be configured to provide a three-dimensional audio environment according to the user. The three-dimensional audio environment is aligned according to a visual input provided to the user.
    Type: Grant
    Filed: August 25, 2020
    Date of Patent: October 19, 2021
    Inventor: Juergen Stark
  • Patent number: 11146673
    Abstract: A computer-implemented method for managing calls in a collaboration environment is provided. The method includes receiving, by a processor, a call into a collaboration session of the collaboration environment. The method also includes identifying, by the processor, a user from a plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users. The method further includes providing, by the processor, an interface on a device associated with the identified user, wherein the interface enables the identified user to instruct the device to handle the call within the collaboration session.
    Type: Grant
    Filed: April 13, 2020
    Date of Patent: October 12, 2021
    Assignee: RINGCENTRAL, INC.
    Inventor: Vlad Vendrow
  • Patent number: 11140467
    Abstract: A display apparatus according to the present disclosure can include a display panel; a back frame configured to attach to a wall structure by a fixing element; a height adjustment element joined to the back frame, including a permanent magnet and adjusting a height; a position adjustment element fixed to a rear surface of the display panel, including a magnetic material mounted by a magnetic force of the height adjustment element, and adjusting a position on a plane defined by the height adjustment element; a position limiter engaged between the position adjustment element and the height adjustment element; a sound generating device disposed at a rear surface of the display panel and having a latch holder; a middle frame disposed between the height adjustment element and the position adjustment element, and including a space receiving the sound generating device; and a latch disposed to engage with the latch holder.
    Type: Grant
    Filed: September 2, 2020
    Date of Patent: October 5, 2021
    Assignee: LG DISPLAY CO., LTD.
    Inventors: ChangHee Choi, ChangYul Moon
  • Patent number: 11134152
    Abstract: A root behavior tree is stored with a flow control node and a plurality of child nodes. The flow control node may determine a sequence of execution of child nodes. A first-level behavior tree is stored and executed to accomplish a task with associated intent. The first-level tree comprises a child node of the root tree and nodes defining actions. A dialog between contact center and user is hosted over a communication channel and a processor receives inputs from the dialog and executes the root tree and the first-level tree as a child node of the root tree in response. Upon detecting a match between an input and a data pattern, the execution sequence within the root tree or a further tree is altered. Responsive to the altered sequence, an output is provided to cause an action.
    Type: Grant
    Filed: November 16, 2020
    Date of Patent: September 28, 2021
    Inventors: Conor McGann, Canice Lambe, Felix Immanuel Wyss, Wenjin Gu, Simon Doyle, Michael Orr, Patrick Breslin
  • Patent number: 11128752
    Abstract: A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a message is sent to the communication endpoint that indicates the communication session has been placed on hold. In response to the message, the communication endpoint may initiate a second media stream, such as to play personal media while the communication session is on hold. The second media stream may be a local media file or a remote media file, such as an internet radio station. In response to determining that the communication session is taken off hold, a second message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.
    Type: Grant
    Filed: May 1, 2020
    Date of Patent: September 21, 2021
    Assignee: Avaya Inc.
    Inventors: Pushkar Yashavant Deole, Joel M. Ezell
  • Patent number: 11122364
    Abstract: A footsteps tracking method, including the steps of: receiving a first sound signal of a user's first footstep; calculating a first position of the first footstep according to relative position relationship of at least three microphones in the microphone array and time differences of sound arrival of the first sound signal received by the three microphones respectively; receiving a second sound signal of a second footstep of the user, wherein an audio frequency of the second sound signal is the same as an audio frequency of the first sound signal; and calculating a second position of the second footstep according to the first position, a time difference between receiving the first sound signal and the second sound signal, receiving angles between the first sound signal and a pair of the three microphones, and receiving angles between the second sound signal and the pair of the three microphones.
    Type: Grant
    Filed: August 31, 2020
    Date of Patent: September 14, 2021
    Inventor: Chih-Feng Hsieh
  • Patent number: 11115535
    Abstract: Techniques for sharing control of assigning tasks may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.
    Type: Grant
    Filed: February 5, 2021
    Date of Patent: September 7, 2021
    Assignee: Afiniti, Ltd.
    Inventors: Ain Chishty, Hassan Afzal
  • Patent number: 11108908
    Abstract: An electronic device and method for control of incoming calls based on stored a plurality of call settings is provided. The electronic device receives a first call from a first caller party device associated with a first caller party. The electronic device transmits a first challenge message to the first caller party device based on the received first call. The electronic device further transmits a second challenge message to the first caller party device based on a first call setting of the stored plurality of call settings. The electronic device determines a time of receipt of a second call, different from the first call, received from the first caller party device. The electronic device further controls the second call based on a threshold time period, the determined time of the receipt of the second call, and a second call setting of a stored plurality of call settings.
    Type: Grant
    Filed: June 29, 2020
    Date of Patent: August 31, 2021
    Inventor: Brant Candelore
  • Patent number: 11096581
    Abstract: A computer-assisted patient navigational communication system for receiving electronic and oral communications from a patient, scanning data to determine the medical needs of the patient, and displaying relevant information to appropriate medical personnel who can immediately advise the patient of the most appropriate source of medical assistance relating to the patient's identified symptoms.
    Type: Grant
    Filed: June 11, 2020
    Date of Patent: August 24, 2021
    Inventors: Randall S. Hickle, Christopher K. Allen, Jason Paul Derouen
  • Patent number: 11095774
    Abstract: A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.
    Type: Grant
    Filed: August 20, 2020
    Date of Patent: August 17, 2021
    Inventor: Geoff Willshire
  • Patent number: 11089159
    Abstract: An inbound communication is received by a contact center. For example, the inbound communication may be a text-based communication. The inbound communication is classified based on feedback from one or more prior inbound communications. For example, the feedback may be based on whether a previous communication was transferred, was dropped, based on feedback provided by a contact center agent, based on feedback provided by a user, and/or the like. In response to classifying the first inbound communication, the inbound communication is routed differently in the contact center. For example, the inbound communication is routed to a different contact center queue based on the feedback of the previous communication.
    Type: Grant
    Filed: July 9, 2019
    Date of Patent: August 10, 2021
    Assignee: Avaya Inc.
    Inventors: John Conroy, Paresh Dhakan, Richard Simpson
  • Patent number: 11082561
    Abstract: A system and method provide an automation solution for guiding a contact center agent during a communication session by providing contextual in-line assistance. Robotic process automation (RPA) is used for automating workflows and processes with robots that capture information from multiple applications of a contact center system and generate contextual guidance for the contact center agent via callout activities during the communication session.
    Type: Grant
    Filed: February 4, 2020
    Date of Patent: August 3, 2021
    Assignee: UiPath, Inc.
    Inventors: Palak Kadakia, Anastasia Paushkina, Wei Si, Sankara Narayanan K. Venkataraman, Justin Marks
  • Patent number: 11073143
    Abstract: The invention provides a sound generator having a frame, a vibration system and a magnetic circuit system carried by the frame. The vibration system includes a diaphragm, a coil and an elastic support assembly. The diaphragm includes a first suspension ring fixed with the frame, a first dome at a center of the first suspension ring, and a second dome stacked on the first dome. The first dome includes a main body, a first wall, and a second wall extending perpendicularly from the first wall for connecting to the coil via the first wall. The first wall is connected to a side surface of the coil. The first wall and the second wall are used for elastically suspending the coil below the diaphragm. Thus, the sound generator has improved high frequency performance.
    Type: Grant
    Filed: December 11, 2019
    Date of Patent: July 27, 2021
    Assignee: AAC Technologies Pte. Ltd.
    Inventors: Xiaodong Liu, Bo Xiao, Ronglin Linghu
  • Patent number: 11076047
    Abstract: A system obtains conversation data corresponding to conversations between users and agents of a client. The system identifies a set of intents from the conversations and identifies a set of contexts, explicit elements, and implied elements of these intents. The system identifies actions that can be performed to recognize new explicit and implied elements from new conversations and to address intents in these new conversations. Based on these actions, the system generates a set of recommendations that can be provided to the client. As agents communicate with users, the system monitors adherence to the set of recommendations.
    Type: Grant
    Filed: February 24, 2021
    Date of Patent: July 27, 2021
    Assignee: LIVEPERSON, INC.
    Inventors: Glen Clodore, Matthew Smith
  • Patent number: 11069220
    Abstract: Among other things, systems and methods include a first sensor configured to detect operation of the sink; a second sensor configured to detect personal characteristics of a person operating the sink.
    Type: Grant
    Filed: July 10, 2018
    Date of Patent: July 20, 2021
    Assignee: BioVigil Hygiene Technologies, LLC
    Inventor: Kevin Wittrup