Language Line Services, Inc.

Jeffrey Cordell

Lindsay D'Penha

James Boutcher

Jordy Boom

Adam Caldwell

Julia Berke

Scott W Klein

Greg Weisenfeld

A mobile language interpretation platform has a mobile support device. Further, the mobile language interpretation platform has one or more wheels attached to the mobile support device. Moreover, the mobile language interpretation platform has a computing device operably attached to the mobile support device. The computing device has a receiver that receives, from a context-specific server, a request for a context-specific service pertaining to a contextual environment in which the mobile language interpretation platform is physically located. Additionally, the computing device has a processor that performs the context-specific service and establishes a language interpretation session between at least one user situated at the mobile language interpretation platform and a remotely-situated language interpreter. Finally, the computing device has a transmitter that sends data pertaining to the context-specific service to the context-specific server.

Configuration for providing a service through a mobile language interpretation platform

A computer-implemented contact center platform has a receiver that receives a service request for a service provided by a remotely situated service server. Further, the computer-implemented contact center platform has a transmitter that sends, to a customer relationship management system via a network, a data request for data pertaining to the service request via a first function call through an application programming interface corresponding to a remotely-situated customer relationship management system that stores one or more records pertaining to the service. The computer-implemented contact center platform is distinct from the remotely-situated customer relationship management system. Further, the computer-implemented contact center platform has a memory device have a data cache that stores the data pertaining to the service request.

Resiliency configuration for a cloud-based contact center system

A configuration is implemented to establish, with a processor, an interactive voice response system that is operable in a first human-spoken language. Further, the configuration receives, with the processor, a communication request through a designated communication channel for a second human-spoken language. The second human-spoken language is distinct from the first human-spoken language. Moreover, the configuration generates, with the processor, a simulated interactive voice response system that provides a service in the second human-spoken language. The simulated interactive voice response system routes a request in the second human-spoken language to a machine interpreter that translates the request into the first human-spoken language. The translated request is provided to the interactive voice response system to process the request in the first human-spoken language. Further, the processed request is translated by the machine interpreter for output by the simulated interactive voice response system as the service in the second human-spoken language.

Configuration for simulating an interactive voice response system for language interpretation

A configuration is implemented to establish, with a processor, a customer care system based on a first human-spoken language. Further, the configuration receives, at an automated system, a request from a user through a dedicated communication channel for a service, the request being in a second human-spoken language. Moreover, the configuration determines, with the processor, an identity of the second human-spoken language based on the dedicated communication channel. The configuration also determines, with the processor, that the automated system is unable to fulfill the request. Additionally, the configuration transitions, with the processor, the request from the automated system to a simulated live agent engine that generates a simulated live agent session. The simulated live agent engine sends the request to a machine interpreter that translates the request into the first human-spoken language.

Configuration for transitioning a communication from an automated system to a simulated live customer agent

A process generates, at a language interpretation platform, a graphical user interface that manages a connection time between a user-operated device and a language interpreter-operated device. Further, the process receives, from the graphical user interface of the user-operated device, a request for a live language interpretation session. The process determines, from the graphical user interface of the user-operated device, an activation of a queue prioritization status. The activation is selected from the group consisting of: an automatic account activation, a user-inputted activation via a virtual indicium in the graphical user interface, and an environmental activation. Finally, the process assigns, to the graphical user interface of the user-operated device, the prioritization status to the user-operated device to prioritize the connection time in a queue of waiting devices.

Queue prioritization system for managing language interpretation services

A configuration is implemented to generate, with a processor, an image and audio user interface which has a language identification indicium that is image-based. Further, the configuration sends, with the processor, the image and audio user interface to a computing device so that the image and audio user interface is displayed to a user. Moreover, the configuration receives, with the processor, audio data captured by the computing device from a user positioned at the computing device upon activation of the language identification indicium. Additionally, the configuration performs, with the processor, an audio analysis on the captured audio data to identify a language spoken by the user. Finally, the configuration establishes, with the processor, a language interpretation session between the computing device and a communication device associated with a language interpreter based on the identified language.

Language identification system for live language interpretation via a computing device

A process generates, at a computer-implemented service provider platform, a simulated user request for a service. Further, the process sends, from the computer-implemented service provider platform to a computing device associated with an agent, the simulated user request for a service. Additionally, the process performs, with a processor at the computer-implemented service provider platform, an assessment of agent responsiveness to the simulated user request for the service. Finally, the process automatically generates, with the processor at the computer-implemented service provider platform, one or more actions based on the assessment.

Testing configuration for assessing user-agent communication

A computer-implemented process receives, from a client representative communication device, a request to initiate a voice-based communication to a customer communication device on behalf of a client entity. The request comprises a telephone number associated with the customer communication device. The client representative device being is operated by a client representative that speaks a first human-spoken language, and the customer communication device is operated by a customer that speaks a second human-spoken language, which is distinct from the first human-spoken language. The computer-implemented process routes, with a processor, the request to a language interpreter communication device. The computer-implemented process initiates, with the processor, a communication request from the language interpreter communication device to the customer communication device. Furthermore, the computer-implemented process receives, at a processor-implemented interactive voice recognition system, a callback subsequent to the communication request from the language interpreter communication device to the customer communication device being unanswered.

Third-party outdial process for establishing a language interpretation session

A configuration is implemented via a processor to receive a request to perform a service. Further, the configuration selects a human representative from a plurality of human representatives associated with a communication center based on a computing device associated with the human representative indicating that the human representative is online and available to perform the service. In addition, the configuration routes the request to the computing device associated with the human representative. The configuration also monitors activity of the human representative at the computing device associated with the human representative. Further, the configuration determines that the activity of the human representative is inconsistent with the human representative being available to perform the service. Finally, the configuration reroutes the request to a different computing device associated with a different human representative.

Monitoring and management configuration for agent activity

A configuration is implemented to receive, with a processor from a customer care platform, a request for spoken language interpretation of a user query from a first spoken language to a second spoken language. The first spoken language is spoken by a user situated at a display-based device that is remotely situated from the customer care platform. The user query is sent from the display-based device by the user to the customer care platform. The configuration performs, at a language interpretation platform, a first spoken language interpretation of the user query from the first spoken language to the second spoken language. Further, the configuration transmits, from the language interpretation platform to the customer care platform, the first spoken language interpretation so that a customer care representative speaking the second spoken language understands the first spoken language being spoken by the user.

Configuration for remote multi-channel language interpretation performed via imagery and corresponding audio at a display-based device

A configuration provides quality control compliance for a plurality of machine language interpreters. A processor receives a plurality of requests for human-spoken language interpretation from a first human-spoken language to a second human-spoken language. Further, processor routes the plurality of requests to a plurality of machine language interpreters. In addition, an artificial intelligence system associated the plurality of machine language interpreters determines one or more quality control criteria. The processor also monitors compliance of the one or more quality control criteria by the plurality of machine language interpreters during simultaneously occurring machine language interpretations performed by the machine language interpreters.

Quality control configuration for machine interpretation sessions

A configuration receives, with a processor, a request for a voice-based, human-spoken language interpretation from a first human-spoken language to a second human-spoken language. Further, the configuration routes, with the processor, the request to a device associated with a remotely-located human interpreter. In addition, the configuration receives, with the processor, audio in the first human-spoken language from a telecommunication device. The configuration also augments, in real-time with the processor, the audio with one or more visual features corresponding to the audio. Further, the configuration sends, with the processor, the augmented audio to the device associated with the human interpreter for the voice-based, human-spoken language interpretation to be based on the augmented audio in a simulated video remote interpretation session.

Configuration for simulating a video remote interpretation session

A process is provided. The process receives, at a mobile computing device, audio content via a communication application that provides a voice-based communication between a first user and a second user through a computerized network. Further, the process amplifies, via an acoustic amplification device, the audio content. In addition, the process delivers the audio content through a receptacle that receives the mobile computing device. The receptacle is integrated with the acoustic amplification device.

Process for acoustic amplification in a mobile device application

A parabolic-shaped receptacle is provided. The parabolic-shaped receptacle has a frame having a left side that has a left parabolic curvature and a right side that has a right parabolic curvature. Further, the parabolic-shaped receptacle has one or more speaker ports. In addition, the parabolic-shaped receptacle has a coupling mechanism that couples a computing device to the frame such that one or more speakers of the computing device are aligned with the one or more speaker ports to deliver audio from the one or more speakers through the one or more speaker ports. The parabolic-shaped receptacle also has a left receptacle speaker positioned on the frame along the left parabolic curvature to the left of the one or more speaker ports. Further, the parabolic-shaped receptacle has a right receptacle speaker positioned on the frame along the right parabolic curvature to the right of the one or more speaker ports.

Parabolic-shaped receptacle for a computing device with an audio delivery component

A mobile computing device receptacle is provided. The mobile computing device receptacle has a rear enclosure with a receiving area for receiving a mobile computing device. The mobile computing device receptacle also has a first acoustic amplification component operably connected to a first side of the rear enclosure. In addition, the mobile computing device receptacle has a second acoustic amplification component operably connected to a second side of the rear enclosure. Further, the mobile computing device receptacle has a front enclosure having a first side speaker hole arrangement and a second speaker hole arrangement. The first side speaker hole arrangement is configured to be positioned over the first acoustic amplification component. In addition, the second side speaker hole arrangement is configured to be positioned over the second acoustic amplification component. A coupling mechanism couples a mobile computing device between the front enclosure and the rear enclosure.

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Carmel, CA, United States of America

Jeffrey Cordell