Nuance Communications, Inc.

Bevocal, Inc.

Performio Solutions, Inc.

Kevin M Stone

Assaf Baciu

David A Winarsky

Lisa Guerra

Sandeep M Bhojwani

Jayadev Billa

Carl Mikael Berner

Hetal Pandya

Mikael Berner

Ryan J Bush

Vipul Niranjan Vyas

Jonathan Baciu

Kavita Gaitonde

David E Hartig

Michael G Linnert

Amol Joshi

Steve Tran

The present invention provides a system, method and software application for enabling a customer service agent to efficiently communicate with users of a communication device. When a user enters speech input into his communication device, the speech is converted to text, and the text is displayed to the customer service agent on the agent's computer screen. Alternately, the user's speech input is provided to the customer service agent in the form of an audio file. The agent types a response, and the agent's response is provided to the user on the user's communication device. The agent's response may be converted to speech and played to the user, and/or the agent's response may be displayed as text on the display screen of the user's communication device.

System, method and software program for enabling communications between customer service agents and users of communication devices

The present invention includes a method and software application for providing a promotion to a user on a phone. The software application resides on a user's phone and 'listens' for phone numbers dialed by a user. In response to the user dialing a phone number, the software determines whether a promotion or an offer for a promotion should be provided to the user. In response to determining to play or offer to play a promotion to the user, the software application on the phone effectively 'intercepts' the call and plays to the user either a promotion or an offer to hear about a promotion prior to placing an outbound voice call. The software application may retrieve the promotion from local memory or may connect with a remote server to download an applicable promotion.

Software program and method for offering promotions on a phone

A system and method is provided for enabling a user to add and view resource content within a calendar. The method includes displaying in a user interface both a calendar view and a resources view. A user is able to drag a representation of a resource from the resources view to the calendar view. In response to the user dragging the representation of a resource to the calendar view, a link to the resource is added to a calendar event in the calendar view. The user is then able to open the resource from the calendar event.

System and method for enabling a user to add and view resource content within a calendar

A system, method and software application track call failures on a wireless phone. A software application on the phone monitors outbound calls made on the phone to determine whether or not a call fails. In one embodiment, such monitoring is done only for a select period of time (e.g., the initial few seconds when the phone is attempting to connect to a call to the wireless communication carrier's network), and, in an alternate embodiment, such monitoring is done for the duration of the call. If a call fails, the software application stores information related to the call. Examples of such types of information include the time the call failed, the location of the phone at call failure, and identification information for the phone. The stored call information is then sent to the wireless communication carrier to enable the carrier to assess network quality.

System, method, and software program product for tracking call failures on a wireless phone

The present invention provides a system, method and software application for associating one or more phone numbers with an action on a phone and performing an action on the phone in response to the user initiating a call to one of such phone numbers. Certain phone numbers are associated with an action. The user's phone, or a server with which the user's phone communicates, maintains a table of the phone numbers associated with an action, and each phone number in the table is related to an action. Software on the user's phone listens for call initiated by a user. When the user initiates a call, software on the phone 'intercepts' the call, and the phone (or a server with which the phone communicates) determines whether the call is to a phone number that is in the table. If the phone number is in the table, then it is associated with an action, and the user's phone performs that action at a time specified by instructions for such action. The action may be performed before, during, or after the call depending on the instructions associated with the call. Whether a call is placed to the original phone number ultimately depends on the action and the user's response to the action.

System and method for performing an action on a phone in response to a user initiating an outbound call to one or more select phone numbers

Self-service application and method facilitate the ability of a self-service system to resolve conflicts in an automated fashion. When a user 'opts-in' to a product offer presented to the user by the self-service system, the self-service system determines if the offered product conflicts with an existing product or characteristic associated with the user's account. If there is a conflict and the conflict can be better explained in another communication channel, the self-service system informs the user that there is a problem with the user purchasing the product, and offers to provide more information via a second communication channel. If the user accepts such offer, the self-service system begins communicating with the user about the conflict in the second communication channel. In one embodiment, in transitioning to the second communication channel, the self-service system maintains the user state information.

Self-service system and method for using multiple communication channels to communicate with a user regarding a conflict with a product

Software program and method for providing promotions on a phone prior to call connection

A system and method commoditize browsing time in a self-service store for a communication carrier. The method comprises communicating with a user, enabling the user to browse the store, tracking the amount of time the user spends browsing the store, calculating a charge, if any, for the amount of time the user spent browsing the store, and, if a charge is incurred, charging the user's account for such charge. In one embodiment, the self-service store is a voice store in which a user calls into the store. However, the invention is not limited to voice stores, and the invention could apply to stores accessed via text messaging, the web, etc. Communication with a user can be initiated by the user or by the self-service system.

System and method for commoditizing browsing time in a self-service store

A system, method and computer program product for determining an address of an entity based on a user location are disclosed. An utterance representative of an entity is initially received from a user. The entity associated with the utterance is then recognized using a speech recognition process. Next, a location of the user is determined. A query is performed to identify a plurality of locations associated with the entity. Based on the results of the query and the location of the user, it is ascertained which of the identified locations associated with the entity are in proximity to the location of the user.

System, method and computer program product for looking up business addresses and directions based on a voice dial-up session

A system, method and computer program product are afforded for providing voice-enabled driving directions. Initially, an utterance representative of a destination address is received. Thereafter, the utterance is transcribed utilizing a speech recognition process. An origin address is then determined. A database is subsequently for queried generating driving directions based on the destination address and the origin address.

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Mountain View, CA, United States of America

Kevin M Stone