Abstract: Example methods and apparatus to facilitate voicemail interaction are disclosed. A disclosed example method involves, during a call session with a voicemail system, receiving an audio segment from the voicemail system. The example method also involves performing feature recognition on the audio segment and outputting a display element to a user interface based on a recognized feature in the audio segment.

Abstract: Methods and systems of performing user input recognition are disclosed. A digital directory comprising listings is accessed. Metadata information is associated with individual listings describing the individual listings. The metadata information is modified to generate transformed metadata information. Therefore, the transformed metadata information is generated as a function of context information relating to a typical user interaction with the listings. Information is generated for aiding in an automated user input recognition process based on the transformed metadata information.

Abstract: A communication system has a network-connected server comprising a processor and a coupled data repository and software executing on the processor from a non-transitory medium. The software provides a first function establishing a communication session between an initiator and an agent of an enterprise hosting the system, a second function gathering information about persons other than the initiator and the agent as potential conference participants, a third function generating and sending invitations to a conference to include the initiator and the agent to individual ones of the potential conference participants, and a fourth function connecting those accepting invitations to the conference.

Abstract: In an example embodiment, a method for monitoring a conference call and notifying members of a breakout session to return to the conference call. The method comprises mixing input streams received from participants of a conference call and distributing mixed streams to the participants, a first stream is provided to participants attending the breakout session and a second stream is provided to remaining participants of the conference call. Speech from the second stream is converted to text and the text is searched for predefined keywords. An alert is sent to at least one participant in the breakout session responsive to detecting one of the predefined keywords.

Abstract: A computing device may extract keywords from a phone call or other audio communication and later display those keywords in a call log or in a caller ID. In one example, a method performed by at least one processor of a first computing device includes receiving speech inputs during an audio communication between the first computing device and a second device. The method further includes performing speech-to-text processing on the speech inputs to generate text based on the speech inputs. The method further includes performing keyword extraction processing on the text to generate one or more keywords based on the text, that score highly as relevant indicators of the audio communication, based on one or more keyword extraction criteria. The method further includes storing the one or more keywords in association with identifying information associated with the second device.

Abstract: The present invention relates to means and methods of classifying speech and music signals in voice communication systems, devices, telephones, and methods, and more specifically, to systems, devices, and methods that automate control when either speech or music is detected over communication links. The present invention provides a novel system and method for monitoring the audio signal, analyze selected audio signal components, compare the results of analysis with a pre-determined threshold value, and classify the audio signal either as speech or music.

Abstract: The current application is directed to a multi-channel interactive message response system that allows for interaction between users and the multi-channel interactive message response system through many different types of devices, communications protocols, and communications media. The multi-channel interactive message response system, in one implementation, is implemented within an automated communications system that organizes and facilitates information exchange between members of organizations and between organizations and individuals outside the organizations.

Abstract: 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.

Abstract: Interactions with a user are coordinated upon receiving, at a networked interactive system, audible communication from a user and interacting with the user in the audible communication in accordance with an audible format menu. Whether to provide the user with a visual format menu that at least partially matches the audible format menu is determined during the audible communication. The user is provided with the visual format menu concurrent with the audible communication upon determining, based on the interaction with the user in the audible communication, to provide the user with the visual format menu. Interactions with the user are in accordance with the visual format menu.

Abstract: Embodiments of the present invention provide a speech recognition based query method and apparatus, relating to the communication field and capable of increasing the accuracy of speech recognition and improving the working efficiency. The method includes: when determining that a received customer speech is a non-standard speech, forwarding the speech of the customer to an agent to prompt the agent to make a standard speech; extracting a keyword of the received standard speech of the agent; and querying according to the keyword of the standard speech of the agent, and obtaining a query result, so that the agent provides a service for the customer according to the query result. The embodiments of the present invention are applied in a customer service system.

Abstract: Systems, methods, and computer readable media for providing a customer service system are provided. In some examples, the customer service system may include a telephone interface and may recognize both speech responses (e.g., voice commands) and/or touch tone responses. The system may include one or more rules for identifying options based on received user input. In some examples, the options provided based on touch tone input may be different from those based on received speech input. In some examples, the speech responses may be determined to meet a confidence threshold in order to progress to the next menu level or set of options. The confidence threshold may be adjusted and/or may be different or customizable for different menu options, levels, and the like.

Abstract: Embodiments of the invention provide an enhanced telephone system. The telephone system comprises a database that comprises phone numbers and menus corresponding to the phone numbers. Further, the menus comprise options for selection. The telephone system comprises means for comparing a dialed number to the phone numbers in the database, displaying a menu based on a result of the comparison, enabling selection of the options from the displayed menu, and establishing a connection with a destination of the dialed number based on the selection of the options.

Abstract: A method for replying to an incoming communication received by a handheld electronic device comprises detecting: an incoming communication, detecting a selection of one of a number of predetermined responses to the incoming communication and, responsive to detecting a selection, providing the one of said number of predetermined responses. An improved handheld electronic device implementing the method is also provided.

Abstract: A method and system for reporting data from a spoken dialog service is disclosed. The method comprises extracting data regarding user dialogs using a dialog logging module in the spoken dialog service, analyzing the data to identify trends and reporting the trends. The data may be presented in a visual form for easier consumption. The method may also relate to identifying data within the control or outside the control of a service provider that is used to adjust the spoken dialog service to maximize customer retention.

Abstract: A method and apparatus to process an incoming message is described. The method may comprise, at a recipient system, receiving an incoming message from a message communicator and automatically analyzing message content to identify a keyword included in the message content. Thereafter, a predefined action associated with the keyword may be identified and the action may be performed. In an example embodiment, the predefined action may be a priority with the message, alerting an intended recipient of the message, routing the message to the intended recipient, paging the intended recipient, emailing the message to the intended recipient, sending an SMS message to the intended recipient, or the like. In an example embodiment, a user/owner of a mailbox may search a message database to identify incoming messages which includes the search term in the message content.

Abstract: An interactive voice response (IVR) mapping system (IVRMS) is used in a transaction between a waiting party and a queuing party, wherein the queuing party has a queuing calling system (QCS). The IVRMS communicates with the QCS for extracting navigational information from the QCS and generates an IVR map of the QCS. The IVRMS performs map validation by comparing the IVR map with extracted navigational information, and determines if a certain threshold of matching is not met. Optionally, a primary IVR map and a supplementary IVR map of the QCS are created. An editor corrects mistakes in an automated speech-to-text conversion process, removes text that is not relevant for visual navigation, corrects structure of an IVR map via adding, removes or changes commands, or a combination thereof.

Abstract: Interactive voice response mapping used in a transaction between a waiting party and a queuing party includes the queuing party having a queuing calling system (QCS), and communications with the QCS to extract navigational information from the QCS and generating an IVR map. An editor corrects mistakes and removes text that is not relevant to navigational information. Audio communications from the QCS is processed and converted to text or graphical representation. The audio communications from the QCS is compared with an existing IVR map to validate and/or modify the existing IVR map.

Abstract: A word category estimation apparatus (100) includes a word category model (5) which is formed from a probability model having a plurality of kinds of information about a word category as features, and includes information about an entire word category graph as at least one of the features. A word category estimation unit (4) receives the word category graph of a speech recognition hypothesis to be processed, computes scores by referring to the word category model for respective arcs that form the word category graph, and outputs a word category sequence candidate based on the scores.

Abstract: A system receives a condition for an interactive voice response (IVR) application, automatically tests the IVR application based on the received condition, and generates a test result based on the automatic testing of the IVR application.

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: A method of correlating voice calls with received electronic messages includes sending an electronic message associated with a second party to a first party; subsequently receiving a voice call from the first party by the second party; automatically determining whether the voice call resulted from the electronic message, based on electronically stored information about the sending of the electronic message and about the subsequently received voice call; and if it is determined that the voice call resulted from the electronic message, flagging the voice call to have a different status from voice calls not determined to have resulted from an electronic message.

Abstract: A method for speaker adaptation includes receiving a plurality of media files, each associated with a call center agent of a plurality of call center agents and receiving a plurality of terms. Speech processing is performed on at least some of the media files to identify putative instances of at least some of the plurality of terms. Each putative instance is associated with a hit quality that characterizes a quality of recognition of the corresponding term. One or more call center agents for performing speaker adaptation are determined, including identifying call center agents that are associated with at least one media file that includes one or more putative instances with a hit quality below a predetermined threshold. Speaker adaptation is performed for each identified call center agent based on the media files associated with the identified call center agent and the identified instances of the plurality of terms.

Abstract: A system, method and software for facilitating a speech-enabled call routing application using an action-object matrix is disclosed. In operation, a natural language user utterance may be evaluated to identify an action and object available in an action-object matrix indicating transactions or operations available to a user. Depending upon the contents of the natural language user utterance, additional prompts and/or a disambiguation dialogue may be effected to elicit an available action-object combination selection from the user. Following identification of an action-object combination from the natural language user utterance, the action-object matrix may cooperate with a look-up table to identify an appropriate use routing destination. Following identification of an appropriate routing destination, the user connection may be routed to a service agent or module configured to facilitate the user selected transaction as indicated by the action-object combination.

Abstract: A system includes a processor and a memory accessible to the processor. The memory includes instructions that, when executed by the processor, cause the processor to perform operations including, in response to an activation event, sending information to a biometric input device to activate the biometric input device. The operations further include receiving biometric data corresponding to a particular user from the biometric input device. The operations include determining whether an identification of the particular user matches the biometric data. In response to determining that the identification of the particular user matches the biometric data, a service is provided to a device associated with the particular user.

Abstract: An automatic speech recognition (ASR) system and method is provided for controlling the recognition of speech utterances generated by an end user operating a communications device. The ASR system and method can be used with a mobile device that is used in a communications network. The ASR system can be used for ASR of speech utterances input into a mobile device, to perform compensating techniques using at least one characteristic and for updating an ASR speech recognizer associated with the ASR system by determined and using a background noise value and a distortion value that is based on the features of the mobile device. The ASR system can be used to augment a limited data input capability of a mobile device, for example, caused by limited input devices physically located on the mobile device.

Abstract: The present disclosure is directed to updating routing patterns in an enterprise network. In some implementations, a method for routing sessions includes identifying information associated with call sessions in an enterprise network. The information includes costs to an enterprise for using carrier services during the call sessions. Routing patterns for call sessions are dynamically updated through at least a portion of the enterprise network based, at least in part, on the costs associated with the call sessions.

Abstract: A method for indicating voice input state for a call on a communications device. A processor unit identifies the state of voice input for the call. In response to the state of the voice input being a mute state, the processor unit identifies a mute setting for the mute state based on a user profile. Thereafter, first audio data specified by the mute setting is played with audio data from the call on the communications device. In response to the state of the voice input being an unmute state, the processor unit identifies an unmute setting for the unmute state based on the user profile. Thereafter, second audio data specified by the unmute setting is played with the audio data from the call on the communications device.

Abstract: A call is received at an interactive voice response (IVR) system. A voice communications session is established between the IVR system and the telephonic device. A request from the IVR system to allocate a speech resource for processing voice data of the voice communications session is received by a dynamic speech allocation (DSA) engine. Configuration data associated with a current state of the voice communications session is accessed by the DSA engine. Dynamic characteristics associated with the caller are accessed by the DSA engine. A speech resource from among multiple speech resources is selected by the DSA engine based on the current state and the dynamic characteristics. The selected speech resource is allocated to the voice communications session by enabling the IVR system to use the selected speech resource to process voice data received from the caller during the current state of the voice communications session.

Abstract: Method of using a computerized smart phone to navigate remote auto attendant telephony systems with a menu structure. The auto attendant's menu structure is put into an online computer database. When the caller uses the smart phone to call and establish a voice channel with remote auto attendant telephony system (using the telephone number of that system), software applications running on the caller's smart phone communication device intercept the telephone number and along with the voice channel, also establish a data channel with the online computer accessible database. The caller's smart phone can then retrieve at least some of the menu structure of the auto attendant telephony system through this data channel. This application software can then display at least some of the menu structure of the remote auto attendant telephony system on the graphical user interface of the user's smart phone synchronized with the audio delivery of the menu structure, facilitating interactions with the auto attendant system.

Abstract: An interface prompts a user to enter a marker during a communications session, in which the user is able to later provide a subsequent version of the marker. Initially, a first version of the marker is received from the user. A processor associates the first version of the marker received from the user with a particular position in an information tree and stores the particular position in the information tree associated with the first version of the marker. A second version of the marker is received from the user and in response, the user is returned to the particular position in the information tree that has been stored and associated with the first version of the marker received from the user.

Abstract: Technology is generally described for computing paths between geographical localities. The technology can receive a request for a path between two or more geographical localities, and compute a path based at least on a popularity rating of intermediate geographical localities.

Abstract: Techniques are described for providing relevant information to users (e.g., information that is at least potentially of interest to the users). Relevant information for a user may be automatically determined based on a determined context of the user and/or on a request for that information from the user. For example, voice-based information may be obtained from a user in one or more ways, and then analyzed to identify requests or other indications of information of interest and/or to otherwise determine a context of the user that corresponds to potential information of interest. Relevant information for a user may be provided to the user in various ways, such as via a voice-based response during a telephone call and/or via one or more electronic messages sent to the user (e.g., via emails, instant messages, paging messages, SMS or other text messages, etc.).

Abstract: A method and apparatus for communicating through a phone having a voice recognition function are provided. The method of performing communication using a phone having a voice recognition function includes converting to an incoming call notification and voice recognition mode when a phone call is received; converting to a communication connection and speakerphone mode when voice information related to a communication connection instruction is recognized; performing communication using a speakerphone; and ending communication when voice information related to a communication end instruction is recognized during communication using the speakerphone. Therefore, when a phone call is received, a mode of a phone is converted to a speakerphone mode with a voice instruction using a voice recognition function, and thus communication can be performed without using a hand.

Abstract: If a cellular phone with which a communication link is established is compliant with PBAP (Phone Book Access Profile), an in-vehicle navigation apparatus with a handsfree function stores and arranges, in a work memory device, phone book data transmitted automatically from the cellular phone. Thus, the newest phone book data can be made available. On the other hand, if the cellular phone is not compliant with PBAP, the in-vehicle navigation apparatus stores and arranges, in the work memory device, phone book data, which are presently stored in a storage memory device. Thus, if the presently stored phone book data, which are not newest, are desirable, they can be made available.

Abstract: In a method for use in Interactive Voice Response (IVR) systems, an IVR is configured such that voice prompts provided to a caller vary systematically and caller hang-up activity is attributed to the particular version of a prompt played to the caller. Voice prompt modifications are chosen based on how long the caller willingly listens to the voice prompt. A relatively short time listening to a prompt before hang-up, indicates dissatisfaction with that prompt. The system compares caller hang-up rates for each of the phrases in a prompt and chooses the optimum solution, which is the variant of the prompt with the longest caller listening time. Optionally, the system compares hang up rates to a threshold and contingent on that comparison chooses an alternative version of the prompt.

Abstract: Systems and methods for, among other things, removing sensitive data from an recording. The method, in certain embodiments, includes receiving an audio recording of a call and a text transcription of the audio recording, identifying events which occur during the call by detecting characteristic audio patterns in the audio recording and selected keywords and phrases in the text transcription, determining, from the identified events, a first event which precedes sensitive data in the call and a second event which occurs after sensitive data in the call, determining a portion of the call containing sensitive data with a start time at the first event and an end time at the second event, and removing the portion of the call between the start time and end time from the audio recording.

Abstract: A method and system are disclosed for providing a low cost mechanism for remotely re-routing queries in a telecommunications network. A service control point (SCP) executes an application which causes a queries to be launched over a LAN or WAN to a remotely located data center. A primary and secondary data center are defined, in which the secondary data center operations on a ‘hot-standby’ basis. Based on a manually provided indication, maintenance personnel may telephone and interact with a voice response unit or a web-based interface, which indicates that the SCP or SCP application should route queries to the secondary data center. Similarly, the same mechanism can be used to indicate that queries should be re-routed back to the primary data center. This allows remote management for controlling the queries without having to extensively modify the related infrastructure.

Abstract: 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.

Abstract: Systems and methods for the matching of datasets, such as input audio segments, with known datasets in a database are disclosed. In an illustrative embodiment, the use of the presently disclosed systems and methods is described in conjunction with recognizing known network message recordings encountered during an outbound telephone call. The methodologies include creation of a ternary fingerprint bitmap to make the comparison process more efficient. Also disclosed are automated methodologies for creating the database of known datasets from a larger collection of datasets.

Abstract: A method and system for providing text-to-audio conversion of an electronic book displayed on a viewer. A user selects a portion of displayed text and converts it into audio. The text-to-audio conversion may be performed via a header file and pre-recorded audio for each electronic book, via text-to-speech conversion, or other available means. The user may select manual or automatic text-to audio conversion. The automatic text-to-audio conversion may be performed by automatically turning the pages of the electronic book or by the user manually turning the pages. The user may also select to convert the entire electronic book, or portions of it, into audio. The user may also select an option to receive an audio definition of a particular word in the electronic book. The present invention allows a user to control the system by selecting options from a screen or by entering voice commands.

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: The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.

Abstract: A system for detecting three-way calls in a monitored telephone conversation includes a speech recognition processor that transcribes the monitored telephone conversation and associates characteristics of the monitored telephone conversation with a transcript thereof, a database to store the transcript and the characteristics associated therewith, and a three-way call detection processor to analyze the characteristics of the conversation and to detect therefrom the addition of one or more parties to the conversation. The system preferably includes at least one domain-specific language model that the speech recognition processor utilizes to transcribe the conversation. The system may operate in real-time or on previously recorded conversations. A query and retrieval system may be used to retrieve and review call records from the database.

Abstract: Embodiments of the present invention provide a method and computer program product for the proactive completion of input fields for automated voice enablement of a Web page. In an embodiment of the invention, a method for proactively completing empty input fields for voice enabling a Web page can be provided. The method can include receiving speech input for an input field in a Web page and inserting a textual equivalent to the speech input into the input field in a Web page. The method further can include locating an empty input field remaining in the Web page and generating a speech grammar for the input field based upon permitted terms in a core attribute of the empty input field and prompting for speech input for the input field. Finally, the method can include posting the received speech input and the grammar to an automatic speech recognition (ASR) engine and inserting a textual equivalent to the speech input provided by the ASR engine into the empty input field.

Abstract: Example methods, apparatus, and articles of manufacture to collect wireless information are disclosed. A disclosed example method involves installing an operating system and a data collector to execute outside a context of the operating system on a wireless handheld device. A testing process is performed to ensure functionality of the wireless handheld device. An application is installed on the wireless handheld device to execute in the context of the operating system. The data collector is to collect usage information regarding the application and to provide the usage information to a network provider.

Abstract: Disclosed are an apparatus and a method for voice processing in a mobile communication terminal. A plurality of microphones are used to remove environmental noise at the time of voice communication, so that it is possible to perform high-quality voice communication and video telephony. Moreover, it is possible to perform voice recording even when a user does not open a mobile communication terminal. Furthermore, when voice is recorded or sound is recorded during moving image photographing, a plurality of microphones are effectively utilized to achieve good-quality recording and to perform recording conveniently even when the folder or the slider of the mobile communication terminal is closed. Therefore, it is possible to provide improved convenience in using the mobile communication terminal.

Abstract: Techniques for provided which may be implemented using various methods and/or apparatuses in a mobile device to allow for speech recognition based, at least in part, on context information associated with at least a portion of at least one navigational region, e.g., associated with a location of the mobile device. A speech recognition capability may, for example, be provided with a set of audible samples based, at least in part, on the context information. Such speech recognition capability may be provided by the mobile device and/or by one or more other devices coupled to the mobile device.

Abstract: Systems and methods for verifying and monitoring employees are provided. Employees call-in to the system at scheduled times. If an employee misses a scheduled call-in, an alert can be generated. An employer notification process can generate the alert, notifying a supervisor of the employee's missed call. The alert can include the employee's name, the location of the employee, and the time he/she was supposed to call.

Abstract: A method and a voice-operated arrangement for interacting with a dual-tone multifrequency (DTMF)-controlled system. A record, including representations of DTMF tones and associated with communicating with a remote DTMF-controlled system, is accessed. A communication link between a user voice-communication device and the remote DTMF-controlled system is established through a speech-to-DTMF tone application. A user voice command is translated, using the record, into at least one DTMF tone for interacting with the remote DTMF-controlled system.

Abstract: A system engages a live agent in a multi-party call type arrangement with the user and an Interactive Voice Response (IVR) unit when the user has difficulty with the IVR. The agent is provided with information about the IVR process being executed and the user's input. When the agent is introduced into the call, the agent does not take over the IVR session, but the agent helps direct the user to provide the correct input(s) to the IVR session. Once the issue is corrected, the agent can remove themself from the customer/IVR dialogue. As a consequence: the user continues their self-service transactions in the IVR, and the user is better educated on how to navigate the IVR in the future. Further, agent resources are spared from further interaction with the user, and the user is less likely to have a negative opinion of the IVR.