CL2016001641A1 - Un sistema para el análisis de interacciones de aprendizaje de llamadas en un sistema de comunicaciones (divisional de la solicitud 201500446). - Google Patents

Un sistema para el análisis de interacciones de aprendizaje de llamadas en un sistema de comunicaciones (divisional de la solicitud 201500446).

Info

Publication number
CL2016001641A1
CL2016001641A1 CL2016001641A CL2016001641A CL2016001641A1 CL 2016001641 A1 CL2016001641 A1 CL 2016001641A1 CL 2016001641 A CL2016001641 A CL 2016001641A CL 2016001641 A CL2016001641 A CL 2016001641A CL 2016001641 A1 CL2016001641 A1 CL 2016001641A1
Authority
CL
Chile
Prior art keywords
analysis
divisional
application
call learning
present
Prior art date
Application number
CL2016001641A
Other languages
English (en)
Inventor
Felix Immanuel Wyss
Kevin Charles Vlack
Matthew Alan Taylor
Original Assignee
Interactive Intelligence Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Interactive Intelligence Inc filed Critical Interactive Intelligence Inc
Publication of CL2016001641A1 publication Critical patent/CL2016001641A1/es

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • G—PHYSICS
    • G09—EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
    • G09B—EDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
    • G09B19/00—Teaching not covered by other main groups of this subclass
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
    • G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2027—Live party detection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/558—Databases
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6054—Biometric subscriber identification

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Physics & Mathematics (AREA)
  • Multimedia (AREA)
  • Human Computer Interaction (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Acoustics & Sound (AREA)
  • Health & Medical Sciences (AREA)
  • Computational Linguistics (AREA)
  • Marketing (AREA)
  • Educational Administration (AREA)
  • Educational Technology (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Telephonic Communication Services (AREA)
  • Telephone Function (AREA)
  • Mobile Radio Communication Systems (AREA)

Abstract

Sistema para análisis de aprendizaje de llamada, que comprende un módulo de servicio de telefonía, una base de datos, un servidor de medios, estaciones de trabajo, un marcador automático, una red conectada a un módulo de servicio, donde el servidor de medios está configurado para detectar si una o más huellas acústicas están presentes en el audio de la comunicación, y para manejar la comunicación de una primera manera si ninguna está presente y de una segunda manera si al menos una lo está.
CL2016001641A 2012-08-30 2016-06-24 Un sistema para el análisis de interacciones de aprendizaje de llamadas en un sistema de comunicaciones (divisional de la solicitud 201500446). CL2016001641A1 (es)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US201261695039P 2012-08-30 2012-08-30

Publications (1)

Publication Number Publication Date
CL2016001641A1 true CL2016001641A1 (es) 2017-03-17

Family

ID=50184644

Family Applications (3)

Application Number Title Priority Date Filing Date
CL2015000446A CL2015000446A1 (es) 2012-08-30 2015-02-24 Sistema de análisis de interacciones de aprendizaje, que comprende medios para: comunicar, gestionar interacciones a través de los medios para comunicar, analizar el progreso de dichas interacciones, almacenar información; sistema para análisis de aprendizaje de llamada; métodos de aprendizaje de llamada en sistema de comunicación.
CL2016001642A CL2016001642A1 (es) 2012-08-30 2016-06-24 Método para encaminar comunicaciones en un sistema de comunicación que comprende al menos un marcador automático y un módulo de servicio telefónico operativamente conectados a través de una red (divisional de la solicitud 201500445).
CL2016001641A CL2016001641A1 (es) 2012-08-30 2016-06-24 Un sistema para el análisis de interacciones de aprendizaje de llamadas en un sistema de comunicaciones (divisional de la solicitud 201500446).

Family Applications Before (2)

Application Number Title Priority Date Filing Date
CL2015000446A CL2015000446A1 (es) 2012-08-30 2015-02-24 Sistema de análisis de interacciones de aprendizaje, que comprende medios para: comunicar, gestionar interacciones a través de los medios para comunicar, analizar el progreso de dichas interacciones, almacenar información; sistema para análisis de aprendizaje de llamada; métodos de aprendizaje de llamada en sistema de comunicación.
CL2016001642A CL2016001642A1 (es) 2012-08-30 2016-06-24 Método para encaminar comunicaciones en un sistema de comunicación que comprende al menos un marcador automático y un módulo de servicio telefónico operativamente conectados a través de una red (divisional de la solicitud 201500445).

Country Status (10)

Country Link
US (2) US9542856B2 (es)
EP (1) EP2891146B1 (es)
JP (2) JP2015528678A (es)
AU (1) AU2013308637B2 (es)
BR (1) BR112015003831B1 (es)
CA (3) CA3094876C (es)
CL (3) CL2015000446A1 (es)
NZ (3) NZ730462A (es)
WO (1) WO2014036359A2 (es)
ZA (1) ZA201501229B (es)

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EP3111625B1 (en) * 2014-02-28 2020-07-29 Telefonaktiebolaget LM Ericsson (publ) Technique for call processing and analysis
US10142471B2 (en) 2015-03-02 2018-11-27 Genesys Telecommunications Laboratories, Inc. System and method for call progress detection
US9774736B1 (en) 2016-09-21 2017-09-26 Noble Systems Corporation Augmenting call progress analysis with real-time speech analytics
US9838538B1 (en) 2016-09-21 2017-12-05 Noble Systems Corporation Using real-time speech analytics to navigate a call that has reached a machine or service
US10546434B2 (en) 2017-04-18 2020-01-28 International Business Machines Corporation Analyzing and classifying automobile sounds
CN109040469A (zh) * 2018-09-30 2018-12-18 奇酷互联网络科技（深圳）有限公司 来电处理方法、移动终端和计算机可读存储介质
US10944869B2 (en) 2019-03-08 2021-03-09 International Business Machines Corporation Automating actions of a mobile device during calls with an automated phone system
SG11202007465UA (en) * 2019-10-11 2020-09-29 Alipay Hangzhou Inf Tech Co Ltd Decentralized automatic phone fraud risk management

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US7257536B1 (en) * 1999-11-23 2007-08-14 Radiant Systems, Inc. Audio request interaction system
US6470077B1 (en) 2000-03-13 2002-10-22 Avaya Technology Corp. Apparatus and method for storage and accelerated playback of voice samples in a call center
US6990179B2 (en) 2000-09-01 2006-01-24 Eliza Corporation Speech recognition method of and system for determining the status of an answered telephone during the course of an outbound telephone call
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Also Published As

Publication number Publication date
WO2014036359A2 (en) 2014-03-06
JP2017112614A (ja) 2017-06-22
US20140065582A1 (en) 2014-03-06
BR112015003831A2 (pt) 2019-11-19
CA3094878C (en) 2023-02-07
NZ730462A (en) 2018-09-28
BR112015003831B1 (pt) 2021-10-26
ZA201501229B (en) 2019-09-25
CA2883129C (en) 2022-08-02
WO2014036359A3 (en) 2014-06-05
CL2016001642A1 (es) 2017-03-17
JP2015528678A (ja) 2015-09-28
EP2891146A2 (en) 2015-07-08
EP2891146B1 (en) 2019-03-06
AU2013308637B2 (en) 2018-07-26
CA3094878A1 (en) 2014-03-06
US20170085710A1 (en) 2017-03-23
CL2015000446A1 (es) 2015-10-02
CA2883129A1 (en) 2014-03-06
AU2013308637A1 (en) 2015-03-05
US9542856B2 (en) 2017-01-10
CA3094876A1 (en) 2014-03-06
EP2891146A4 (en) 2016-05-18
NZ705077A (en) 2017-07-28
NZ730463A (en) 2018-09-28
US10116793B2 (en) 2018-10-30
CA3094876C (en) 2023-07-25

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