At&t Intellectual Property I, L.p.

At+t Corp.

Interactions Corporation

Nuance Communications, Inc.

[24]7.ai, Inc.

24/7 Customer, Inc.

[27]7.ai, Inc.

Steven Hart Lewis

Harry Edward Blanchard

Lan Zhang

Gregory Pulz

David Crawford Gibbon

Behzad Shahraray

Lee Begeja

Bernard S Renger

Zhu Liu

Kenneth H Rosen

Mazin G Rahim

Patrick Guy Haffner

Allen Louis Gorin

Harris Drucker

Stephen J Griesmer

Monowar Hossain

Shankarnarayan Sivaprasad

Charles Richard Cooke

Benjamin Rudman

James Gordon Beattie, Jr

Richard Vandervoort Cox

Randy Glen Goldberg

Sivaprasad Shankarnarayan

Charles Rajnai

John Baldasare

Ramkishore Dudi

Susan Helen Pearsall

Michael T Czahor, Iii

James Beattie

Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.

Automated assistance for customer care chats

In a method for use in Interactive Voice Response (IVR) systems, an IVR is configured such that voice prompts provided to a caller vary systematically and caller hang-up activity is attributed to the particular version of a prompt played to the caller. Voice prompt modifications are chosen based on how long the caller willingly listens to the voice prompt. A relatively short time listening to a prompt before hang-up, indicates dissatisfaction with that prompt. The system compares caller hang-up rates for each of the phrases in a prompt and chooses the optimum solution, which is the variant of the prompt with the longest caller listening time. Optionally, the system compares hang up rates to a threshold and contingent on that comparison chooses an alternative version of the prompt.

System and method for prompt modification based on caller hang ups in IVRs

A combination and a method are provided. Automatic speech recognition is performed on a received utterance. A meaning of the utterance is determined based, at least in part, on the recognized speech. At least one query is formed based, at least in part, on the determined meaning of the utterance. The at least one query is sent to at least one searching mechanism to search for an address of at least one web page that satisfies the at least one query.

Apparatus and method for forming search engine queries based on spoken utterances

A system for providing automated assistance to an agent includes a database that stores an automated assistance session in association with a client terminal. The automated assistance session comprises communications between the client terminal and an agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.

System and method for prompt modification based on caller hang Ups in IVRs

Disclosed herein are methods and systems for recognizing speech. A method embodiment comprises comparing received speech with a precompiled grammar based on a database and if the received speech matches data in the precompiled grammar then returning a result based on the matched data. If the received speech does not match data in the precompiled grammar, then dynamically compiling a new grammar based only on new data added to the database after the compiling of the precompiled grammar. The database may comprise a directory of names.

Enhanced accuracy for speech recognition grammars

Disclosed herein are systems, computer-implemented methods, and computer-readable media for recognizing speech. The method includes receiving speech from a user, perceiving at least one speech dialect in the received speech, selecting at least one grammar from a plurality of optimized dialect grammars based on at least one score associated with the perceived speech dialect and the perceived at least one speech dialect, and recognizing the received speech with the selected at least one grammar. Selecting at least one grammar can be further based on a user profile. Multiple grammars can be blended. Predefined parameters can include pronunciation differences, vocabulary, and sentence structure. Optimized dialect grammars can be domain specific. The method can further include recognizing initial received speech with a generic grammar until an optimized dialect grammar is selected. Selecting at least one grammar from a plurality of optimized dialect grammars can be based on a certainty threshold.

System and method for recognizing speech with dialect grammars

An apparatus provides automated assistance to an agent. The apparatus includes a receiver that receives a client communication from a client terminal via a network. A processor processes the client communication and determines a plurality of agent statements based on the client communication. The plurality of agent statements is displayed on a display. An input receives an agent communication from the agent. The agent communication is selected from a custom statement input by the agent and one of the plurality of agent statements selected by the agent. A transmitter transmits the agent communication to the client terminal via the network.

A network communication node includes an audio outputter that outputs an audible representation of data to be provided to a requester. The network communication node also includes a processor that determines a categorization of the data to be provided to the requester and that varies a pause between segments of the audible representation of the data in accordance with the categorization of the data to be provided to the requester.

Method for enhancing the playback of information in interactive voice response systems

Disclosed herein are systems, methods, and computer readable-media for performing an audible human verification. The method includes determining that a human verification is needed, presenting an audible challenge to a user which exploits a known issue with automatic speech recognition processes, receiving a response to the audible challenge, and verifying that a human provided the response. The known issue with automatic speech recognition processes can be recognition of a non-word, in which case the user can be asked to spell the recognized non-word. The known issue with automatic speech recognition processes can be differentiation of simultaneous input for multiple audio streams. Multiple audio streams contained in the audible challenge can be provided monaurally. Verifying that a human provided the response can include confirming the contents of one of the multiple audio streams. Audible human verification can be performed in combination with visual human verification.

System and method for auditory captchas

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Middletown, NJ, United States of America

Steven Hart Lewis