Abstract: A system, method and software for implementing an automated call routing application in a speech enabled call center environment are provided. In operation, the invention provides for the identification of a call center transaction selection from a natural language user utterance and the invocation of one or more scripts operable to route the user to a call center service agent configured to service the selected transaction. In the event a transaction selection cannot be readily identified or can only be partially identified, the invention provides for the initiation of a dialog module or script directed to eliciting a discernable transaction selection and/or the presentation of one or more menus from which the user may select an available call center transaction.

Abstract: This client device (20) is able to use a service on a telecommunications network (1). It includes means (21) for storing a call credit (C_S1, C_S2) associated with that service and means (30) for updating that credit as a function of the use of that service by the client (20) on reception of a request from a service provider (FS1, FS2).

Abstract: A PIM application provides a single page natural language interface for entering and managing PIM data. The natural language interface may receive a natural language entry as a text character string. The entry may be associated with a task, calendar, contact or other PIM data type. The received entries are processed (for example, parsed) to determine the PIM data type and other information. The original entry is not discarded from the natural language interface as a result of processing. After processing one or more received natural language entries, the entries remain in the natural language interface to be viewed and managed. The entry is maintained so it can be managed with other natural language entries provided in the interface.

Abstract: The exemplary live voicemail functionality offers a user of a mobile station the ability to listen to a voicemail message in real-time, as the message is being recorded in a voicemail platform. The mobile communication network serving the user directs an incoming call intended for the mobile station to the voicemail platform, which records the audio for the incoming message. The network infrastructure also duplicates the audio and directs the duplicate audio to the mobile station for real time monitoring of the incoming message by the user, as the platform is recording the voicemail message.

Abstract: A predefined interface is presented to a remote user. A natural language inquiry from the remote user is received via the predefined interface. The natural language inquiry is configured for use in an analysis. A customized interface is presented to the remote user based on the analysis of the natural language inquiry. The customized interface includes a customized set of communications options for the remote user to route communications.

Abstract: Call flow information can build ‘intent’ into call flows having a series of intended steps and one or more alternative steps for selected intended steps. Users can advance in the call flow based on any response other than one or more alternative valid responses for the one intended step that lead in the call flow to one or more alternative steps to the one intended step because every action in the call flow motivates the user to follow the predetermined ordering. A user can proceed from a first intended step in the series of intended steps to a second intended step in the series of intended steps based on a user's response or information known or discovered about the user.

Abstract: A method of detecting pre-determined phrases to determine compliance quality is provided. The method includes determining whether at least one of an event or a precursor event has occurred based on a comparison between pre-determined phrases and a communication between a sender and a recipient in a communications network, and rating the recipient based on the presence of the pre-determined phrases associated with the event or the presence of the pre-determined phrases associated with the precursor event in the communication.

Abstract: A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs.

Abstract: Textual preview of a voicemail is generated and provided through email or similar media to users along with the audio version. Transcription of the textual version, as well as additional capabilities such as actionable terms, playback-jump, switching between text and audio versions, direct or metadata based searchability, and enhanced response capabilities are provided based on contextual data obtained from voicemail metadata and user associated data stores such as contact list, email history.

Abstract: A dialog manager for a spoken dialog system. A decision module selects a path from a plurality of alternative paths for a given call, wherein each path implements one of a plurality of strategies for a call flow. A weighting module weights the path selection decision and is connected to a probability estimator for estimating the probability value that a given one of the plurality of paths is the best-performing path.

Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.

Abstract: An interactive voice access and notification method includes monitoring one or more notification events associated with one or more recipients identified by a user to detect a trigger of the notification event(s). The method also includes initiating a call to the recipient(s) in response to detecting the trigger of the notification event(s). The method also includes playing back an interactive audible notification message received from the user in response to confirming the recipient(s) are on the call. The method further includes sending a confirmation response to the user when a response from the recipient(s) to the interactive audible notification message triggers a confirmation response.

Abstract: The invention comprises computer-readable media, methods and systems for performing a dialog analysis and using that analysis to release an updated spoken dialog system. The method embodiment of the invention comprises receiving data associated with dialogs, extracting turn by turn details of the dialog and generating from the extracted details an empirical call-flow representation of the dialog. The call data may be call-logs and user audio. The empirical call-flow representation may be a finite-state machine with nodes that represent call-states and the arcs between nodes represent user responses. Nodes may also represent sub-dialogs. The call-flow representation is presented graphically to a user for easier analysis and understanding. Significant changes in the dialog can be identified as hot-spots for improvement in the next release of the spoken dialog system.

Abstract: The invention relates to a voicemail short messaging method (10, 20, 30) and means and a subscriber terminal (500). In particular it concerns a method and means for instantaneous packet switched voicemail between Internet compatible computers, personal digital assistants, telephones and mobile stations. In particular the inventive subscriber terminal (500) concerns a hardware and a software setup that allows the combined use of audio and/or video devices (550) with both the normal cellular or fixed telephony network (520) and with an Internet connection (510). The inventive subscriber terminal (500) allows the flexible use of both the Internet and telephony network with numerous advantages, one of which is the inventive voicemail short messaging method under study. The inventive voicemail messaging method (10), comprising at least one subscriber terminal is characterised by server independence.

Abstract: Methods and systems for transcribing portions of a telephone conversation to text enables users to request transcription such as by pressing a button on a mobile device, with the request transmitted to a server including transcription software. The server transcribes some or all of the telephone conversation to text, and transmits the text to the mobile device. The text data may be scanned for selected information, and only the selected information transmitted to the mobile device. The selected information may be automatically stored in memory of the mobile device, such as in an address book.

Abstract: A method includes registering a voice of a party in order to provide voice verification for communications with an entity. A call is received from a party at a voice response system. The party is prompted for information and verbal communication spoken by the party is captured. A voice model associated with the party is created by processing the captured verbal communication spoken by the party and is stored. The identity of the party is verified and a previously stored voice model of the party, registered during a previous call from the party, is updated. The creation of the voice model is imperceptible to the party.

Abstract: This invention allows a system to monitor how quickly and accurately the user is responding via the input device. The input device can be a mouse, a keyboard, their voice, a touch-screen, a tablet PC writing instrument, a light pen or any other commercially available device used to input information from the user to the PBCD. Information is displayed on the PBCD screen based on how quickly and accurately the user is navigating with the input device.

Abstract: A method, a system, and computer readable medium comprising instructions for monitoring caller experience in a call flow are provided. The method comprises collecting at least one selection by at least one caller in a call flow, generating performance analysis of a voice response system, combining the at least one selection and the performance analysis into a set of data, applying a monitoring formula to the set of data to form a result representing caller experience; and presenting the result to at least one service provider.

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 user's voice is authenticated by prompting a user to say a challenge phrase from a list of predetermined phrases and comparing the user's response with a prerecorded version of the same response. The user's stored recordings are associated with an electronic identification or serial number for a specific device, so that when communication is established using the device, only the specific user may authenticate the session. When several phrases and recordings are used, one may be selected at random for authentication so that fraudulent authentication using a recording of the user's voice may be thwarted. The system and method may be used for authenticating a device when it is first activated, such as a telephony device, or may be used when authenticating a specific communications session.

Abstract: A system for facilitating communications with an automated response system includes a database for storing an address book entry. The address book entry includes a location name and contact number for a location that employs an automated response platform that does not accept voice commands. The address book entry also includes at least one stored voice command related to a navigation command of the automated response platform and one stored associated assigned keystroke for the command. A voice response signal digital signal processor receives a voice input from a user corresponding to the stored voice command. A telephonic signal generator is included, such that when the user utters the voice input corresponding to the stored voice command, the system recalls the stored associated assigned keystroke and delivers a signal corresponding to the keystroke as a telephonic signal to the automated response platform.

Abstract: Systems and methods are provided for obtaining statistics from the use of a voice application. More particularly, the invention may comprise an interception engine that is configured to receive a document from an IVR application server and inject a marker(s) into the document, and pass the document on to an IVR browser. The interception engine is further configured to receive a response document from the IVR browser, remove the marker results, and pass the document on to the IVR application server. The marker results are used to create statistical information useful in the analysis of the operation of the voice application in the IVR system. In an exemplary embodiment, the markers are used in connection with a map of the call flow of the voice application.

Abstract: The present invention uses natural language understanding to increase the ability of a customer service system to respond to a user's query in an automated manner. A customer service system receives a query from a user and offers the user the option of having the system contact the user at a later time with an answer. If the user accepts the offer, the customer service system processes the query offline, including providing the query to a natural language understanding interpreter. The system uses the natural language understanding interpretation to determine if the user's query is in a database of frequently-asked queries. For each query in the database of frequently-asked queries, there is a predetermined response protocol. If the user's query substantially matches a query in the database, the IVR system contacts the user with an automated response in accordance with the predetermined response protocol for the query.

Abstract: A process identifies multiple campaign activation points associated with a voice-based menu hierarchy such that the voice-based menu hierarchy is accessed by multiple callers. The process continues by identifying a campaign associated with the voice-based menu hierarchy and determining a campaign value associated with the campaign. Additionally, the process determines an opt-in rate associated with the campaign and determines a likelihood that callers will reach each campaign activation point. A score associated with the campaign is then calculated for each campaign activation point.

Abstract: Methods and systems for providing a telephone user with one or more of a plurality of possible voice scripts are disclosed. The voice scripts may be comprised of one or more individual voice modules which are dynamically selected for presentation to the user based on information known about the user. The information known about the user may include the user's identity, information obtained from the user on one or more previous calls, and/or demographic information obtained from third party sources. The user's identity may include the user's ANI, gender, and/or other identity data. The user's gender may be determined by analyzing the tonality of the user's voice.

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.

Abstract: A method, system and computer program product for employing speech recognition technology to recognize a number spoken during a telephone call and a voicemail message. A speech recognition and transcription (SRT) utility within a communication device (e.g., a telephone) detects spoken numbers (and spoken phrases which may be associated with telephone numbers), and transcribes the numbers into text. The SRT utility then determines whether a sequence of the transcribed spoken numbers is a telephone number. If the transcribed sequence of numbers is a telephone number, the SRT utility records the telephone number in a pre-specified “events” list (in the telephone) of the intended listener. Consequently, the recipient has the option of retrieving the recorded events (numbers) and communicating with other parties via the retrieved numbers. For example, these phone numbers may then be dialed, saved as contacts, and text messaged.

Abstract: In one embodiment, a method includes receiving at a communication device an audio communication and a transcribed text created from the audio communication, and generating a mapping of the transcribed text to the audio communication independent of transcribing the audio. The mapping identifies locations of portions of the text in the audio communication. An apparatus for mapping the text to the audio is also disclosed.

Abstract: A phone system can include a phone terminal that includes a biometric data input device. Methods of using the phone terminal can include receiving biometric data of a user at the phone terminal and comparing the biometric data to saved biometric data. A comparison of the received and saved biometric data can be performed to locate one or more configuration files for a user, to authenticate or otherwise confirm the identity of a party, perform another activity, or any combination thereof. In one embodiment, the biometric data, other data, or a combination thereof can be used to access one or more configuration files that can be used to configure a phone terminal or a data processing system outside of the phone terminal. In another embodiment, the identity of a calling party, a called party, one or more other parties, or any combination thereof can be authenticated or otherwise confirmed.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to interactive voice response (IVR) system session management and provide a method, system and computer program product for call interruption handling in an IVR data processing system. In an embodiment of the invention, a method for call interruption handling in an IVR data processing system can include detecting a call interruption of a telephone call between a caller and an IVR system during an established IVR session for the caller. The method also can include saving state information for the established IVR session in connection with the caller in response to detecting the call interruption. The method further can include determining a call back number for the caller and initiating a call back of the caller from the IVR system using the call back number of the caller thereby re-establishing an IVR session for the caller.

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 real-time method and system are described for automatically extracting text from the customer-agent interaction at a contact center, analyzing the extracted text to automatically identify one or more customer issues, and performing processing by contact-center agent buddies (CABs) to generate at least one response to the customer issues.

Abstract: Devices, systems and methods for converting analog data to digital data or digital data to analog data for enabling speech recognition processing on a portable data device are provided. The system includes at least one portable data device including an input module configured to receive analog audio signals; a processing module configured to convert the analog audio signals to digital audio data; a communication module configured to transmit the digital audio data to a remote processor and to receive digital text data from the remote processor; and a display module for displaying the received digital text data; the remote processor configured for receiving digital audio data, converting the digital audio data to digital text data and transmitting the converted digital text data to the at least one portable data device; and a communications network for coupling the remote processor to the at least one portable data device.

Abstract: Embodiments of the present invention relate to a system and method for managing abrupt contact disconnects. In accordance with one embodiment, there is provided a method for managing abrupt customer call disconnects from an IVR system, dependent upon variations of call disconnect scenarios, the method comprising detecting an abrupt customer call disconnect; storing IVR options selected by customer before the abrupt customer call disconnect; sending an SMS/voice message notification to the customer; receiving customer call re-connection; determining, whether there is status information of an abnormally terminated call corresponding to the customer call re-connection; retrieving status information of the abnormally terminated call; connecting the IVR system to the customer; and providing IVR system options to the customer based upon the particular disconnect scenario.

Abstract: The invention relates to a system and a method for real-time monitoring and analyses of a conversation of an agent by capturing and processing a plurality of features of the speech of the agent during the conversation with the caller. The system and method further provides a monitoring device for detecting a variation in the conversation, detecting location of the caller and suggesting location specific vocabulary. The system and method also provides an alert engine for transmitting an alert in real-time at the agent console.

Abstract: Some embodiments of a natural language enhanced user interface in a business rule management system have been presented. In one embodiment, one or more rule templates in a natural language are generated from one or more prefabricated sentences. Then a user interface is created using the one or more rule templates to allow a user to compose rules for a business rule management system.

Abstract: An input voice detect is detected after starting a voice input waiting state; the detected voice is recognized; an elapsed time from the start of the voice input waiting state is counted; an informative sound which urges a user to input the voice is outputted when the elapsed time reaches a preset output set time; and the output of the informative sound is stopped when the elapsed time at the time of inputting the voice is shorter than the output set timedetect.

Abstract: A cell phone which has been modified by the addition of software which responds to the press of one or more Busy keys by automatically sending a pre-typed text message to the sender of the latest text message just received or automatically answering an incoming call immediately upon pressing the Busy key and playing a pre-recorded audio message. The outgoing text or audio message can inform the sender of the incoming text or the caller that the user is driving or otherwise engaged and cannot respond immediately. In some embodiments, one or more Busy keys can be added keys or one or more existing keys on the cell phone or on the keypad of the cell phone or on a touchscreen or a visual depiction of a keypad on a touchscreen of the cell phone.

Abstract: A system for assembling a business process or a portion thereof includes a rules base containing executable rules and defined business process elements, a workflow orchestration engine, and at least one interface available to a process beneficiary. Information known about and or provided by a process beneficiary interacting with the at least one interface is used to execute one or more of the rules causing assembly of a new business process or a portion thereof according to workflow orchestration rules the new or modified process directing servicing of the process beneficiary accordingly.

Abstract: A computer-implemented method, system, and computer program product for recognizing a voice input to an interactive voice recognition system is presented. An initial caller voice input is received from a caller. In response to determining that the initial caller voice input is a computer-unintelligible voice input that does not match any entry from a lexicon of known voice inputs, the caller is prompted to transmit a secondary input to clarify the computer-unintelligible voice input. The secondary input is utilized to match the computer-unintelligible voice input with a specific known voice input from the lexicon of known voice inputs. The lexicon of known voice inputs is then updated with the computer-unintelligible voice input.

Abstract: 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.

Abstract: 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.

Abstract: A voice response unit (VRU) includes a silent prompt feature in the form of an intentional delay inserted after a message is given to a caller, during which delay the caller may invoke alternative processing or interrupt current processing. If appropriate alternative or interrupt commands are not received during the delay period, then processing continues as provided in accordance with the previously played message. The duration of this silent prompt delay is carefully selected to provide sufficient response time for the caller to request alternative processing, while avoiding a perceptible or objectionable delay to the average caller not requiring alternative processing.

Abstract: A system and a method for conducting a telephone survey, which reduce the number of calls that are not answered by survey participants, are provided. The system comprises means of making outbound telephone calls with a selected call display number, storing a call record for each outbound call, and routing inbound telephone calls to a voicemail or interactive phone system if the inbound calling number is identifiable from the stored call records. The method comprises the steps of making outbound calls to survey phone numbers with the call display set to a local phone number, storing a call record with each outbound call, and routing inbound calls to a voicemail or interactive phone system if the inbound call number is identifiable from the stored call records.

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: A method and apparatus are described for ensuring a real-time connection between users and selected service providers using voice mail. The system enables seekers of a wide array of services to select, contact, converse, and pay for a service provider using a communications device such as the telephone. A seeker locates a service provider by providing the name of a profession, which is recognized by the system's software. Once a service provider is selected, the system connects the seeker with the service provider for a live conversation. However, during service provider unavailability, the system enables the seeker to leave a voice mail message for the service provider and reconnects the user and service provider once the message is reviewed by the service provider. The system automatically bills the seeker for the time spent conversing with the service provider and compensates the service provider.

Abstract: Methods and apparatuses to connect telephone calls and track information about the telephone calls resulting from advertisements for groups of advertisers. In one embodiment, a method includes: determining a geographic area after receiving a telephone call to a first telephone number publicized in an advertisement; determining a telephone number of a first advertiser; and connecting the telephone call to the telephone number of the first advertiser, the first advertiser billed for the advertisement based on telephonic connections made to connect the first advertiser and telephone calls to the first telephone number.

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 “customized” caller ID service platform is utilized within a telecommunications network (which may be the PSTN, an IP network, or any other network for supporting voice communication) to allow for the caller ID information transmitted to a called party to be tailored to the specific called party. A database within the platform is configured to store a listing of registered subscribers and a set of “pre-defined called numbers” associated with each subscriber. For each listed number, the subscriber provides the specific customized information (for example, an account number) that is to be transmitted to that specific called number as the caller ID information. A registered subscriber is able to gain access to the platform and modify the entries as need be.

Abstract: A method and system is disclosed for managing a plurality of simulated real-time conversations simultaneously with a plurality of callers. The disclosure includes personalizing a number of selectable audio responses associated with a call script in an agent-operator's own unique voice, interacting with a caller, and selecting an audio response for subsequent presentation to the caller, from the selectable audio responses when operating in the agent-operator assist mode. The call script includes a number of segments, including segments associated with the selectable audio responses. The interaction with the caller is selectable among an automated mode, an agent-operator assist mode, and an agent-operator mode.