Abstract: A computer implemented method includes initiating a call from an interactive voice response (IVR) system to a first device associated with a user in response to a user request. The computer implemented method includes receiving voice input data at the IVR system via the call. The computer implemented method also includes performing a search of a media content database based at least partially on the voice input data. The computer implemented method further includes sending search results identifying media content items based on the search of the media content database to a second device associated with the user.

Abstract: In one embodiment, the present disclosure is a method and apparatus for navigation of a dialogue system. In one embodiment, a method for facilitating navigation of a menu of a dialogue system includes encoding data including information for navigating the menu in a machine-readable data structure and outputting the machine-readable data structure.

Abstract: Embodiments are provided for the automatic real-time recording and processing of media in a communications network based on the context of the media. In one embodiment, a media stream is received in an analysis module in a service platform in the communications network. The media stream may represent a communication session between a calling party and a call center in the network. The incoming media steam is analyzed to identify words comprising a context of the communication session. A determination is then made as to whether the context of the communication session is related to a set of business rules associated with the service platform which may automatically trigger the retention of a recording of the communication session. If the context of the communication session is related to the set of business rules, the retention of the communication session is automatically triggered in real-time at a recording module.

Abstract: An audio indication of a recipient for a message is received, the message to be sent by a user to the recipient. An electronic database is searched for the recipient. When the recipient is found in the electronic database, information is determined from the electronic database concerning the recipient. An audio prompt is formed including at least some of the information concerning the recipient that was obtained from the electronic database.

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: A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with call data associated with the at least one call. The system also includes a queuing engine configured to allow a call agent to access the call data prior to the at least one call being connected to the call agent.

Abstract: A voice command acquisition method and system for motor vehicles is improved in that noise source information is obtained directly from the vehicle system bus. Upon receiving an input signal with a voice command, the system bus is queried for one or more possible sources of a noise component in the input signal. In addition to vehicle-internal information (e.g., window status, fan blower speed, vehicle speed), the system may acquire external information (e.g., weather status) in order to better classify the noise component in the input signal. If the noise source is found to be a window, for example, the driver may be prompted to close the window. In addition, if the fan blower is at a high speed level, it may be slowed down automatically.

Abstract: A support device, program and support method for supporting generation of text from speech data. The support device includes a confirmed rate calculator, a candidate obtaining unit and a selector. The confirmed rate calculator calculates a confirmed utterance rate which is an utterance rate of a confirmed part having already-confirmed text in the speech data. The candidate obtaining unit obtains multiple candidate character strings resulting from a speech recognition of an unconfirmed part having unconfirmed text in the speech data. The selector preferentially selects, from among the plurality of candidate character strings, a candidate character string whose utterance time consumed in uttering the candidate character string at the confirmed utterance rate is closest to an utterance time of the unconfirmed part of the speech data.

Abstract: A voice recognition apparatus can reduce false recognition caused by matching with respect to the phrases composed of a small number of syllables, when it performs a recognition process, by a pronunciation unit, for voice data based on voice produced by a speaker such as a syllable and further performs recognition by a method such as the Word Spotting for matching with respect to the phrases stored in the phrase database. The voice recognition apparatus performs a recognition process for comparing a result of the recognition process by a pronunciation unit with the extended phrases obtained by adding the additional phrase before and/or behind the respective phrases.

Abstract: In one aspect, the present invention provides a system and method for enabling a user to more easily navigate an IVR menu by, for example, displaying to the user a visual representation of the IVR menu.

Abstract: A machine-readable medium and a network device are provided for speech-to-text translation. Speech packets are received at a broadband telephony interface and stored in a buffer. The speech packets are processed and textual representations thereof are displayed as words on a display device. Speech processing is activated and deactivated in response to a command from a subscriber.

Abstract: A method for automating an input process during a testing of a voice-enabled application so that a tester is not required to manually respond to each prompt of the voice-enabled application. The method including the step of identifying a session input store that includes input data associated with voice-enabled application prompts and the step of executing the voice-enabled application. The voice-enabled application can prompt for user input that is to be used when performing a speech processing task. Input data from the session input store can be automatically extracted responsive to the prompting and used in place of manually entered input. The speech processing service can perform the speech processing task based upon the extracted data.

Abstract: Described is a system and method for processing a voice mail. The method comprises receiving a voice mail, converting the voice mail into a text message using a predefined speech-to-text conversion algorithm and transmitting the text message to a wireless computing device.

Abstract: A system and method for efficiently transcribing verbal messages transmitted over the Internet (or other network) into text. The verbal messages are initially checked to ensure that they are in a valid format and include a return network address, and if so, are processed either as whole verbal messages or split into segments. These whole verbal messages and segments are processed by an automated speech recognition (ASR) program, which produces automatically recognized text. The automatically recognized text messages or segments are assigned to selected workbenches for manual editing and transcription, producing edited text. The segments of edited text are reassembled to produce whole edited text messages, undergo post processing to correct minor errors and output as an email, an SMS message, a file, or an input to a program. The automatically recognized text and manual edits thereof are returned as feedback to the ASR program to improve its accuracy.

Abstract: This invention relates to a system and method for providing dedicated television advertisements based on speech recognition of telephone conversations. The home user makes telephone calls using a landline, cellular phone or VoIP phone. The user may also be watching TV. While doing so, the user is able to see advertisements on part or all of his TV screen, based on words and phrases he may have used during his telephone conversation(s). The system and method may be provided by a triple play or quad play service provider which associates its users' telephone calls with TV advertising. Once the user sees the advertisement he can get more information concerning the advertisement by clicking on it with a pointing device, e.g., a mouse or TV remote control, or by using any other navigation method the TV system provides, to see additional details concerning the advertisements.

Abstract: A system receives a condition for a multimodal application, automatically tests the multimodal application based on the received condition, and generates a test result based on the automatic testing of the multimodal application.

Abstract: Methods, apparatus, and products are disclosed for dynamically publishing directory information for a plurality of interactive voice response (‘IVR’) systems through an IVR directory service that include: providing a description of a web services publication interface for the IVR directory service; receiving, on behalf of one or more IVR systems, web services publication requests through the publication interface; determining, in response to the web services publication requests, directory information for each IVR system requesting publication; adding the directory information for each IVR system to an IVR system directory; generating a voice mode user interface to reflect the directory information for each IVR system added to the IVR system directory; and interacting, using the voice mode user interface, with a caller to identify a particular IVR system in dependence upon the IVR system directory and query information provided by the caller and to connect the caller with the identified IVR system.

Abstract: Embodiments of the invention provide a system for enhancing user interaction with Interactive Voice Response (IVR) destinations, the system comprising: a processor; and a memory coupled to the processor, the memory comprising: data encoding a database, the database comprising a list of telephone numbers associated with one or more destinations implementing an IVR; instructions executable by the processor for automatically communicating with at least one user; and instructions executable by the processor to pull at least one menu from the database and display the menu to the at least one user, wherein the menu is associated with a telephone number dialed by the at least one user, and wherein the menu comprises at least one icon.

Abstract: A system, method and software are described for facilitating transitions between speech-enabled applications employing action-object matrices. In an exemplary embodiment, an automatic call router determines a service agent destination by identifying an action-object combination included in a user utterance. In addition to forwarding the user to the service agent destination, the automatic call router sends one or more aspects of the user utterance to the service agent for use therewith. The service agent may then use aspects of the forwarded information to request further information from the user or to begin performance of a user desired transaction.

Abstract: Event data messages can be provided by an interactive voice response (IVR) system to a complex events processor (CEP). The event data messages can include a Stream_ID and a series of textual elements. The Stream_ID can uniquely identify a call session between a caller and the IVR system. The series of textual elements can represent speech input provided by the caller. The CEP can create a text string from the series of textual elements of event data messages having the same Stream_ID. The text string can inherit the Stream_ID of the event data messages. The CEP can utilize user-defined business rules to process the text string. When the CEP issues an action message, the Stream_ID of the text string can be appended to the action message sent to the IVR system. The IVR system can modify the call session associated with the Stream_ID of the action message accordingly.

Abstract: A method, article of manufacture, and apparatus for presenting an auditory recording having associated data representing at least one term identified in the recording is disclosed. In an embodiment, this comprises providing a visual representation of the term, providing a link associated with an occurrence of the term in the recording, and when the link is selected, playing a portion of the recording corresponding to the occurrence of the term. A portion of the recording following the portion corresponding to the occurrence of the term may be played.

Abstract: A telecommunication system is arranged between a trusted automated interactive system and a non-secure agent. The trusted automated interactive portion is operable for bidirectional communications with a caller. The agent portion is arranged to be bridged onto a communication connection between the caller (or network chat user) and the trusted interactive system under certain conditions. Sensitive data transmitted between the system and a calling user may be blocked from being communicated to the agent even while the agent is bridged onto the connection. In one embodiment, information (such as a verification of authenticity of the caller) pertaining to the sensitive data (but not the sensitive data itself) is communicated to the agent.

Abstract: A method for providing voice telephony services can include the step of receiving a call via a telephone gateway. The telephone gateway can convey call identifying data to a resource connector. A media port can be responsively established within a media converter that is communicatively linked to the telephone gateway through a port associated with the call. A call description object can be constructed that includes the call identifying data and an identifier for the media port. The call description object can be conveyed to a telephony application server that provides at least one speech service for the call. The telephony application server can initiate at least one programmatic action of a communicatively linked speech engine. The speech engine can convey results of the programmatic action to the media converter through the media port. The media converter can stream speech signals for the call based upon the results.

Abstract: A method, apparatus and computer program product for passing a URL for XML documents via a telephone signaling system is presented. A communication is received at a first system, and a document including information relating to the communication is produced. The document is sent to a service, and the communication is transferred to a second system. The communication includes an address for retrieving the document from the service.

Abstract: When one party to an active call has momentarily stepped away from the call that has not been put on hold, the other party can record and leave a message for the party that stepped away, and then hang up. The call is monitored for return of the party that stepped away. When the returned party begins to speak, the message is immediately played to the returned party in response. In a conference, after a conferee who wishes to leave the conference, records a message and hangs up, the conference is monitored for either a break in the conversation or conversation directed to the party that left, and in response the message is played to the other conferees.

Abstract: Tags, such as XML tags, are inserted into email to separate email content from signature blocks, privacy notices and confidentiality notices, and to separate original email messages from replies and replies from further replies. The tags are detected by a system that renders email as speech, such as voice command platform or network-based virtual assistant or message center. For example, the system can detect the signature block or privacy notice tags and not render the signature block or privacy notice as speech. The system can render an original email message in one voice mode and the reply in a different voice mode. The tags can be inserted to identify a voice memo in which a user responds to a particular portion of an email message. Preferably, an email server that receives and stored the email message inserts the tags into the email. Alternatively, the tags could be inserted by an email client application.

Abstract: A method of transferring a real-time audio signal transmission, including: registering voice patterns (or other characteristics) of on more users to be used to identify the voices of the users, accepting an audio signal as it is created as a sequence of segments, analyzing each segment of the accepted audio signal to determine if it contains voice activity (314), determining a probability level that the voice activity of the segment is of a registered user (320 & 322); and selectively transferring the contents, of a segment responsive to the determined probability level (324).

Abstract: Embodiments of the invention provide a system for enhancing user interaction with Interactive Voice Response (IVR) destinations, the system comprising: a processor; and a memory coupled to the processor, the memory comprising: data encoding a database, the database comprising a list of telephone numbers associated with one or more destinations implementing an IVR; instructions executable by the processor for automatically communicating with at least one user; and instructions executable by the processor to pull at least one menu from the database and display the menu to the at least one user, wherein the menu is associated with a telephone number dialed by the at least one user, and wherein the menu comprises at least one icon.

Abstract: A method including receiving a voice call; analyzing speech in real-time to determine whether payment information is included in the voice call; omitting to record the voice call when it is determined that the voice call includes the payment information; and recording the voice call when it is determined that the voice call does not include the payment information.

Abstract: The present invention concerns a method for determining a sequence of services linked to a conversation in which a user (12) takes part from a communication system (1), as well as the associated communication system (1). According to the invention, the method includes the following stages: retrieval (E2) of all the expressions used during the conversation; semantic analysis (E31) of the expressions retrieved; selection (E32) of a plurality of services from a list of services previously saved, based on at least said semantic analysis, with each service of said list able to be launched from said communication system (1); contextual analysis (E33) of the expressions used during the conversation; determination of a sequence of said services selected based on the contextual analysis; display (E4) on said communication system (1) of the sequence of services selected.

Abstract: Problematic event data for problematic events that occur during interaction between an Interactive Voice Response (IVR) system and a caller can be captured. The problematic event data can be analyzed for performance issues. A performance issue can represent an interactive segment of the IVR system operating at an unacceptable performance level. An IVR performance improvement action can then be determined to resolve the performance issue. The IVR performance improvement action can be conveyed to the IVR system. Execution of the IVR performance improvement action by the IVR system can reduce occurrences of the problematic events associated with the performance issue.

Abstract: Methods and systems using voice recognition can obtain complex data from a database using simple data obtained from a user. The database associates and stores complex data with simple data. The interactive voice response system prompts the user for simple information, such as a phone number, which can be interpreted using voice recognition. The speech-obtained simple data is then matched with the simple data stored in the database. If a match is found, the complex data (e.g., a street address) stored with the simple data is communicated to the IVR system. The IVR system communicates the complex data to the user and prompts the user to confirm whether the complex data is accurate. The database can be a third-party database such as a computer accessible phone directory or a credit bureau.

Abstract: An apparatus, computer program product, method and system are disclosed for manually guiding inbound callers through an IVR system, then sequentially playing prerecorded, precategorized scripts, or audio dialogs, to the caller in accordance with the steps of a sales method governing the categorization of the scripts. Certain embodiments of the present invention include substitute means of collecting, conferencing, routing, and managing inbound callers in and out of IVR platforms.

Abstract: A multi-tiered communication system for minimizing communication latency for a caller in a remote location who initiates contact with a local data center. The system includes a local data center located in a first location including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the local data center. The system also includes a remote media server located in a second location. The remote media server is configured to route an incoming call from the caller to the local data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication. The agent is located in one of the second location or a third location that is substantially closer to the second location than the first location.

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 system to telephonically access information related with items printed on a physical document. Items marked on the physical document or on any other physical surface is touched with a finger. The system includes a touch foil placed over (or under) the document, for reading the coordinates of selected marked items, a telephone set for receiving the coordinates of the items selected by the user and for dialing to an interactive voice response (IVR) service used for accessing and retrieving selected hyperlinked documents from the web through a documents proxy server, for converting retrieved documents to synthesized speech, and for providing to the user through the telephone network, the selected documents that have been converted into speech.

Abstract: To facilitate managing his/her email through a Voice E-mail™ service, a user is allowed to select one or more sets of commands, with which he/she is familiar or prefers, to be emulated when the user interacts with the service. With this selection in place, when a user communicates with an information assistance provider to access the service, the user is identified and the email data and data concerning the selected commands associated with the user are retrieved. The user may then manage the email data using the selected commands during the service.

Abstract: A method may include receiving a call from a caller and interacting with the caller, via an interactive voice response (IVR) unit, to identify first information associated with a reason for the call. The method may also include accessing a database storing second information associated with the caller, identifying third information to be provided to the caller based on the stored second information and providing the third information to the caller prior to forwarding the call to an agent.

Abstract: A system and method for identifying audio command prompts for use in a voice response environment is provided. A signature is generated for audio samples each having preceding audio, reference phrase audio, and trailing audio segments. The trailing segment is removed and each of the preceding and reference phrase segments are divided into buffers. The buffers are transformed into discrete fourier transform buffers. One of the discrete fourier transform buffers from the reference phrase segment that is dissimilar to each of the discrete fourier transform buffers from the preceding segment is selected as the signature. Audio command prompts are processed to generate a discrete fourier transform. Each discrete fourier transform for the audio command prompts is compared with each of the signatures and a correlation value is determined. One such audio command prompt matches one such signature when the correlation value for that audio command prompt satisfies a threshold.

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: A secure payment method, system or computer readable medium for a merchant's interactive voice response system are disclosed. The merchant's interactive voice response system receives customer calls and requests a payment from the customer. The customer responds to the request by providing over a data network authentication information and payment amounts for a payment service. The payment service provides the customer with a token which is communicated to the merchant's interactive voice response system, and the merchant's interactive voice response system transmits the token back to the payment service. Upon validating the token, the payment service issues an electronic payment or payment information to the merchant. The merchant's interactive voice response system announces a successful payment to the customer.

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 system and method for communicating a message. Various aspects of the present invention may comprise determining whether a communication link between a sender's communication device and a recipient's communication device is presently available. If it is determined that a communication link between the sender's communication device and the recipient's communication device is not presently available, then the sender may be provided with an option to record a message on the sender's communication device for later automatic delivery to the recipient's communication device. A message from the sender may then be recorded on the sender's communication device for later automatic delivery to the recipient's communication device, and the recorded message may be automatically delivered to the recipient's communication device.

Abstract: An Interactive Voice Response (IVR) system design approach is provided employing a dynamic form that evolves automatically as the user enters content, in order to provide visual guidance relative to possible subsequent steps in the IVR system. The dynamic form follows a tree-view structure for the responses. The IVR content may be entered directly into the tree-view structure in an ad hoc manner, which provides a streamlined experience to the user compared to segmented building blocks.

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: 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 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, apparatus and computer program product for providing additional information to an Interactive Voice Response (IVR) system user is presented. A call from a user is received at the IVR system, and a session is provided for the user. Additionally, a page is generated for the session. The page is communicated to the user; and is dynamically updated for the user as the user traverses menus of the IVR system.

Abstract: A method of presenting instructions to a user sending an incoming communication to a service center includes presenting a menu to the user. The menu includes a plurality of procedure descriptors to the user. The user is presented, according to a selection of one of the procedure descriptors by the user, a sequence of instructions which enable completion of a procedure described by the selected procedure descriptor. The incoming communication is transferred at a position in the sequence of instructions to a representative. The incoming communication is also transferred back to the same position in the sequence of instructions.

Abstract: In accordance with one embodiment, a method for operating a telephonic voice content system is provided. The method, comprises in a non-live agent mode, interacting with a caller by receiving an utterance from the caller, performing a machine selection of voice content to play to the caller based on the utterance, and playing the machine-selected voice content to the caller; and upon receiving a request to speak to a live agent from the caller, switching to a live agent mode wherein a live agent holds a conversation with the caller, and selects voice content to play to the caller based on the conversation; and switching to the non-live agent mode and playing the live agent-selected voice content to the caller.