Abstract: A one number, multi-application, intelligent call processing system provides service benefits to a caller, a servicing location and/or a vanity number advertiser during a call, parallel to the call and/or post call in an integrated common architecture. The system utilizes VRU technology in conjunction with the national telecommunications network connected via Computer Telephone Integration (CTI) to a virtual telephone number database containing a nationwide master list of telephone numbers with attribute data items associated by Spatial Key linkage to each telephone number. The process of the invention is initiated by a caller dialing a selected telephone number to request information and/or services. Based on the number dialed, a caller or network provided ten-digit telephone number and VRU prompted for and received caller input, the system retrieves the application requested data from the virtual telephone number database and provides it to the network.

Abstract: A method of providing a telephony service can include creating a database of subscriber identities and subscriber voice prints and telephony services associated with the subscriber identities and receiving a spoken utterance from a subscriber. A subscriber identity can be determined according to voice print identification of the spoken utterance and a telephony service associated with the subscriber can be activated according to the determined subscriber identity.

Abstract: A system for the end-to-end delivery of digital television signals. In a preferred embodiment a digital television signal is: received from production equipment, typically in HD format at approximately 1.4 gigabits per second (Gbps); the received signal is transmitted to a venue point-of-presence; converted for transmission via a 270 Mbps local loop; transmitted to a fiber network point of presence/video service edge; packetized into TCP/IP packets in a video gateway; and routed to one or more destination addresses via the fiber network; received at one or more video service edge destinations; converted to a digital television format, typically SDI; and either transmitted via a second 270 Mbps local loop for delivery to a customer site and subsequent conversion to a 1.4 Gbps HD signal, or converted directly to a 1.4 Gbs HD signal at the receiving video service edge.

Abstract: A system and method provides a natural language interface to world-wide web content. Either in advance or dynamically, webpage content is parsed using a parsing algorithm. A person using a telephone interface can provide speech information, which is converted to text and used to automatically fill in input fields on a webpage form. The form is then submitted to a database search and a response is generated. Information contained on the responsive webpage is extracted and converted to speech via a text-to-speech engine and communicated to the person.

Abstract: A system and method for providing a message-based communications infrastructure for automated call center post-call processing is described. Verbal speech utterances in a stream of recorded user messages are identified. The recorded user messages are parsed from a call with a user into a call center. The stream of recorded user messages are stored into a database maintained by the call center. The call is processed through an agent. One or more of the user messages is presented to the agent. Commands on the user messages are executed responsive to the agent.

Abstract: A system, method, and computer readable storage medium generates an audio fingerprint for an input audio clip that is robust to differences in key, instrumentation, and other performance variations. The audio fingerprint includes a sequence of intervalgrams that represent a melody in an audio clip according pitch intervals between different time points in the audio clip. The fingerprint for an input audio clip can be compared to a set of reference fingerprints in a reference database to determine a matching reference audio clip.

Abstract: Controls are provided for a web server to generate client side markups that include recognition and/or audible prompting. The controls comprise elements of a dialog such as a question, answer, confirmation, command or statement. A module forms a dialog by making use of the information carried in the controls. The dialog follows a selected order of prompting and receiving input from a user as related to the order of the controls, and departs from the selected order as a function of responses from the user.

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: A method and system for communicating without use of manual contact with a communications unit. The user approaches a communications system and can activate a communications unit by a proximity/motion detector and/or a voice activation device. The person can generate audio signals, such as by voice command, to activate the unit and establish contact. Body movements can also be used to connect to a specific location and/or control the communications mode, such as private, semi-private or conference call mode.

Abstract: Systems and methods are described that automatically control modules of dialog systems. The systems and methods include a dialog module that receives and processes utterances from a speaker and outputs data used to generate synthetic speech outputs as responses to the utterances. A controller is coupled to the dialog module, and the controller detects an abnormal output of the dialog module when the dialog module is processing in an automatic mode. The controller comprises a mode control for an agent to control the dialog module by correcting the abnormal output and transferring a corrected output to a downstream dialog module that follows, in a processing path, the dialog module. The corrected output is used in further processing the utterances.

Abstract: A method includes receiving information provided to a caller in response to an utterance from the caller. The utterance may be associated with identifying an item of interest. The method may also include generating a reference variation associated with identifying the item of interest based on the utterance.

Abstract: The invention concerns an automated task classification system that operates on a task objective of a user. The system may include a meaningful phrase generator that generates a plurality of meaningful phrases from a set of verbal and non-verbal speech. Each of the meaningful phrases may be generated based on one of a predetermined set of the task objectives. A recognizer may recognize at least one of the generated meaningful phrases in an input communication of the user and a task classifier may make a classification decision in response to the recognized meaningful phrases relating to one of the set of predetermined task objectives.

Abstract: An automated agent system and method includes an action classifier which scores a representation of a portion of a user inquiry based on a knowledge bank. A comparing device compares a running score of the representation to a threshold to determine if enough information has been collected to respond early to the inquiry. An action mechanism provides an early response to the user prior to the user completing the inquiry if the threshold has been exceeded.

Abstract: Embodiments of the present invention are directed generally to recording communication of a call utilizing a multi-channel recording technique. According to one exemplary embodiment, inbound communication from each party to a call (e.g., from each communication device that is party to a call) to a recording system is assigned to a separate channel, and communication on each channel is independently recorded. Further, during the call, a control channel is generated that correlates the multiple communication channels. The independently recorded communication channels and control channel may be used to analyze a recorded call from any desired perspective. For instance, communication from a given party may be analyzed in isolation. Further, the control channel enables the recorded multiple communication channels to be correlated such that the communication received (e.g., heard) by any selected party may be accurately re-created for analysis thereof.

Abstract: Communications between users of different modalities are enabled by a single integrated platform that allows both the input of voice (from a telephone, for example) to be realized as text (such as an interactive text message) and allows the input of text (from the interactive text messaging application, for example) to be realized as voice (on the telephone). Real-time communication may be enabled between any permutation of any number of text devices (desktop, PDA, mobile telephone) and voice devices (mobile telephone, regular telephone, etc.). A call to a text device user may be initiated by a voice device user or vice versa.

Abstract: System and a method for recording a personal greeting associated with a pre-paid telephone calling card. The system and method include and involve a data storage system for storing data corresponding to a pre-paid telephone calling card and a personal greeting. Also included and involved is a pre-paid telephone calling card processing system that is coupled to the data storage system and which is configured to receive a request to record the personal greeting during a setup call over a telephone network and to cause the personal greeting to be recorded for subsequent playback. The pre-paid telephone calling card processing system is also configured to receive a request to make an outbound telephone call in relation to the pre-paid telephone calling card during an access call over the telephone network and to cause the personal greeting to be played back automatically during the access call.

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: Data related to a call is stored to a container in a manner that enables the data to be authenticated. “Container” refers to any type of data structure for storing data, such as a file, database, etc. Thus, a protected container is provided to which captured information relating to a call (e.g., recorded audio of the call, captured application data, captured external data, etc.) is stored. The protected container enables detection of any tampering of the protected data, as well as authentication of such data. A multi-channel recording technique is used to record audio for each outbound channel of a call. Each channel of the audio may be watermarked, and a signature may be generated for use in authenticating the audio data. Information relating to the call (e.g., captured audio, application data, external data, etc.) is captured and streamed into the protected container during the call (i.e., in real time).

Abstract: Methods and systems are described for providing a telecommunications services menu accessible via a voice interactive system, such as a voice services node. A subscriber accesses a voice communications menu by accessing a voice services node. The voice services node queries a customer profile database to obtain a list of telecommunications services available to the subscriber. At the voice services node, a voice prompt is constructed for providing the subscriber a voice menu of the available services. After the subscriber receives the voice prompt of menu items, the subscriber may select a service from the provided menu.

Abstract: A voice recognition apparatus 10 carries out voice recognition of an inputted voice with reference to a voice recognition dictionary, and outputs a voice recognition result. In this voice recognition apparatus, a plurality of voice recognition dictionaries 23-1 to 23-N are provided according to predetermined classification items.

Abstract: A computer-implemented method is described for optimizing prompts for a speech-enabled application. The speech-enabled application is operable to receive communications from a number of users and communicate one or more prompts to each user to elicit a response from the user that indicates the purpose of the user's communication. The method includes determining a number of prompt alternatives (each including one or more prompts) to evaluate and determining an evaluation period for each prompt alternative. The method also includes automatically presenting each prompt alternative to users during the associated evaluation period and automatically recording the results of user responses to each prompt alternative. Furthermore, the method includes automatically analyzing the recorded results for each prompt alternative based on one or more performance criteria and automatically implementing one of the prompt alternatives based on the analysis of the recorded results.

Abstract: A computer-implemented voice mail method includes obtaining an electronic audio file of a recorded user message directed to a telephone user, automatically generating a transcript of the recorded user message, and identifying locations in the transcript in coordination with timestamps in the recorded user message so that successive portions of the transcript can be highlighted in coordination with playing of the recorded user message. The method also include identifying one or characteristics of the message using meta data relating to the recorded user message, and storing the recorded user message and information about the identified locations of the recorded user message.

Abstract: A method and apparatus for a computer and telecommunication network which can receive, send and manage information from or to a subscriber of the network, based on the subscriber's configuration. The network is made up of at least one cluster containing voice servers which allow for telephony, speech recognition, text-to-speech and conferencing functions, and is accessible by the subscriber through standard telephone connections or through internet connections. The network also utilizes a database and file server allowing the subscriber to maintain and manage certain contact lists and administrative information. A web server is also connected to the cluster thereby allowing access to all functions through internet connections.

Abstract: A method of extracting a voice command produced in an enclosed or partially enclosed environment, includes providing an impulse response signal of the enclosed or partially enclosed environment; recording the voice command and ambient sounds; and using the impulse response signal to extract the recorded voice command.

Abstract: A method and system for an automated departure strategy from an automated system includes a track engine and an error engine. The track engine allows for the tracking and storing of one or more utterances spoken by a caller in response to one or more prompts. In addition, the track engine classifies each of the utterances with a confidence level. The error engine determines when one of the utterances initiates an error condition and transfers the caller to an operator on the occurrence of the error condition. In addition to transferring the caller to the operator, the error engine plays to the operator an error utterance, causing the error condition, and a preceding utterance, preceding the error utterance. Furthermore, the error engine populates an operator screen with information provided by the caller in the utterances for utterances classified with a high level of confidence.

Abstract: Voice recording used for authentication is transmitted to the voice portal of the service provider not by way of the voice channel, but rather by way of a data channel. In this connection, the voice recording is sent not synchronous to speech and subject to loss, but rather asynchronously and loss-free, in an extra data package (for example advantageously as a Multimedia Messaging Service (MMS) data package). For this purpose, the resources that are available as standard items in most mobile phone terminals, such as digital voice recording and MMS transmission, can be utilized. Preferably, the subscriber's identification module or SIM card in the mobile phone terminal can store and implement the corresponding control program.

Abstract: A one number, multi-application, intelligent call processing system provides service benefits to a caller, a servicing location and/or a vanity number advertiser during a call, parallel to the call and/or post call in an integrated common architecture. The system utilizes VRU technology in conjunction with the national telecommunications network connected via Computer Telephone Integration (CTI) to a virtual telephone number database containing a nationwide master list of telephone numbers with attribute data items associated by Spatial Key linkage to each telephone number. The process of the invention is initiated by a caller dialing a selected telephone number to request information and/or services. Based on the number dialed, a caller or network provided ten-digit telephone number and VRU prompted for and received caller input, the system retrieves the application requested data from the virtual telephone number database and provides it to the network.

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 unified messaging system enables a subscriber to log into the system remotely and compose and send text messages, such as email messages, using predefined templates and sound input. The sound input may be DTMF or speech. After the subscriber selects an appropriate template, the system confirms the template, and asks the subscriber to provide values for prompted variables, such as dates and times. The system then generates an email message as defined by the selected template and the values of the prompted variables provided by the subscriber. The email message may also include automatic variables, such as the subscriber's name, and company name. The generated email message may be a new message, a reply message, or a forwarding message. The reply and forwarding messages may be generated in response to received email, or in response to other received messages, such as voice mail messages and facsimiles.

Abstract: A telephone and a method for routing a telephone call using the telephone is provided. The telephone includes a microprocessor and a transceiver coupled to the microprocessor. The telephone further includes a voice recognition unit coupled to the microprocessor. The unit is further configured to determine when the user is speaking proximate the unit and to generate a match signal when the user is speaking. The microprocessor is configured to generate a command signal to induce the transceiver to transmit a voice mailbox routing signal to a telephone switching center upon receipt of the match signal from the unit.

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 method includes storing a profile associated with a user of a telephone and, based upon the profile, presenting the user with an option to search, browse, subscribe to, or bookmark content provided by a plurality of IVR content providers.

Abstract: A portable multimedia and communications device can include a transducive element for receiving sound. The device also can include a base unit having a plurality of multimedia units and a processor executing a speech recognition engine for recognizing user speech. Each of the plurality of multimedia units can be selectively enabled and operated responsive to user voice commands received via the transducive element and communicated to the base unit via a communication link.

Abstract: Methods are described for providing conference calls. Methods are performed in a conference call system and includes: receiving local contact information for a plurality of contacts stored in a local phone book of a user equipment associated with a caller; updating a contact database of the conference call system based on the local contact information; registering the caller with an interactive voice response system of the conference call system; receiving a spoken request from the caller; accessing the contact database with contact information and retrieving a phone number responsive to the spoken request; calling the retrieved phone number; and establishing contact between the caller and a person associated with the retrieved phone number. Systems and computer readable mediums are also described.

Abstract: A method and apparatus for generating appropriate confirmatory prompts in a speech-enabled, interactive computer system. The method can be incorporated in an interactive voice response system that includes receiving an input audio stream over a voice channel from a users, performing keyword recognition on received input audio as subsequent input audio is being received, and prompting the user with an acknowledgement of the keyword or keywords as subsequent input audio is being received. In another aspect of the method, the volume of the speech input can be continuously monitored. In a further aspect of the method, recognition results and associated confidence values can be combined to select different confirmatory prompts, and the volume is tailored to be the same as, louder than or quieter than the volume of the speech input, so that different types of confirmation can be automatically generated to produce a natural speech-enabled interface.

Abstract: A wireless communications system providing interactive voice response is disclosed. The system is menu-driven, and can accept information and requests from customers. In response to one type of request, the system can provide the customer with information regarding one or more previous transactions. The system also includes provisions that permit customers to retrieve multiple previous transactions.

Abstract: A disclosed vehicle navigation apparatus enables the issuance of an accurate and quick guidance. Voice uttered by an occupant of a vehicle is collected by a voice collecting unit and transmitted to an external facility by a voice transmitting unit. The external facility generates destination information based on the received voice, and transmits the destination information back to a destination information receiving unit of the apparatus. Based on the received destination information, the apparatus issues a guidance. The apparatus further includes a destination extracting unit by which the voice collected by the voice collecting unit is subjected to voice recognition in order to extract a destination from the collected voice. A tentative guidance is then issued based on the extracted destination until the destination information is received by the destination information receiving unit from the external facility.

Abstract: A conferencing system is disclosed in which a participant to a conference call can program the embodiment to listen for one or more “keywords” in the conference call. The keywords might be a participant's name or words associated with him or her or words associated with his or her area of knowledge. The embodiments uses speech recognition technology to listen for those words. When the embodiments detects that those words have been spoken, the embodiment alerts the participant—using audible, visual, and/or tactile signals—that the participant's attention to the call is warranted. When the keywords are chosen wisely, the benefit can be great.

Abstract: Embodiments of the invention provide ways to track the status of calls made to mobile devices. An illustrative method includes an originating mobile device receiving data from a mobile access network about an outgoing call, utilizing the data from the mobile access network to determine the outcome of the outgoing call, displaying an indicator of the outgoing call on the originating mobile device, and displaying an indicator of the outcome (connected, no answer, voicemail, busy, etc.) on the originating mobile device.

Abstract: Embodiments of the invention provide ways to track the status of calls made to mobile devices. An illustrative method includes an originating mobile device receiving data from a mobile access network about an outgoing call, utilizing the data from the mobile access network to determine the outcome of the outgoing call, displaying an indicator of the outgoing call on the originating mobile device, and displaying an indicator of the outcome (connected, no answer, voicemail, busy, etc.) on the originating mobile device.

Abstract: The present invention provides a method, device, and system for taking voice memos during a communication session. More specifically, voice memos may be taken using the same communication device that is used in the communication session. This can be accomplished by automatically muting the communication device and establishing a communication channel with another endpoint, such as a recording endpoint, to record audio signals transmitted by the communication device.

Abstract: Methods combine speech recognition with telephonic sales order processing, in order to automate and improve the efficiency of telephone sales orders, by responding appropriately to vocalizations, pausing for interruption, repeating responses when appropriate, automatically transferring calls to human agents or different automated systems at appropriate points in a transaction, and collecting information. A method accepts incoming sales order calls and appropriately handles order processing. A method connects outgoing calls to customers who have disconnected before completing sales order calls, and appropriately handles sales and order processing.

Abstract: A method for accessing and browsing the internet through the use of a telephone and the associated DTMF signals is disclosed. The preferred embodiment provides a system that converts the information content of a web page from text to speech (voice signals), signals the hyperlink selections of a web page in an audio manner, and allows selection of the hyperlinks through the use of DTMF signals generated from a telephone keypad. Upon receiving a DTMF signal corresponding to a hyperlink, the corresponding web page is fetched and again delivered to the user via one of the available delivery methods such as voice, fax-on-demand, electronic mail, or regular mail.

Abstract: A method and system for evaluating the quality of voice input recognition by a voice portal is provided. An analysis interface extracts a set of current grammars from the voice portal. A test pattern generator generates a test input for each current grammar. The test input includes a test pattern and a set of active grammars corresponding to each current grammar. The system further includes a text-to-speech engine for entering each test pattern into the voice server. A results collector analyzes each test pattern entered into the voice server with the speech recognition engine against the set of active grammars corresponding to the current grammar for said test pattern. A results analyzer derives a set of statistics of a quality of recognition of each current grammar.

Abstract: An apparatus for adjusting a prompt voice depending on an environment comprises a receiver module used for receiving a background sound, an analyzer module generating a control signal according to the background sound and an output module adjusting an output frequency of a prompt voice through the control signal and outputting the adjusted prompt voice.

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 system for voice-activated dialing including means for initiating a call through a first connection between a user's phone and a switch at a central office; responsive to the first connection, means for initiating a second connection over the implicit trunk between the switch and a voice over internet protocol gateway; responsive to the second connection, means for initiating a third connection between the voice over internet protocol gateway and a voice-activated dialing platform; responsive to a keyword sent from the user's phone to the voice-activated dialing platform, means for disconnecting the implicit trunk and signaling the switch to connect to the voice-activated dialing platform over the explicit trunk; and responsive to a dialed number sent from the user's phone to the voice-activated dialing platform, means for handing the call off from the internet protocol gateway to the switch at the central office to process through call the implicit trunk.

Abstract: An information guidance service system according to the present invention provides a user terminal with information on a facility in use. The information guidance service system includes the user terminal having a push-to-talk over cellular (PoC) function of performing a transceiver-mode communications; a PoC server which controls the transceiver-mode communications with the PoC function to relay between the user terminal and an information guidance providing device; and the information guidance providing device for providing the information on the facility in use to the user terminal. The information guidance providing device includes a control circuit that controls to communicate with the user terminal via the PoC server and notify the user terminal of the information on the facility in use as a voice signal.

Abstract: A voice communication controller (e.g., private branch exchange (PBX)) is described herein which can automatically enable an outbound dual tone multi-frequency (DTMF) feature for one of it's extensions that is attached to a phone which belongs to a user while that user is or is likely to be participating in a session with an external DTMF communication system (e.g., a conference/collaboration bridge, an interactive voice response (IVR) system, or a voice mail system). This is desirable because if the user presses button(s) on their phone then the voice communication controller which has enabled the outbound DTMF feature will not attempt to process the corresponding DTMF digit(s) but instead will automatically transfer the corresponding DTMF signal(s) to the external DTMF communication system.

Abstract: A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.