Google Inc.

Verizon Services Corporation

Nynex Science & Technology, Inc.

Telesector Resources Group, Inc.

Bell Atlantic Network Services, Inc.

Suzi Levas

Craig L Reding

Craig Reding

Mike Metaxas

Thea Turner

Menno Aartsen

Rao Tanuku

Constance Carlson

Jan Stein

Lisa M Amberger

Dina Yashchin

Systems, methods and apparatus for generating, distributing, and using speech recognition models. A request including a speech data representation of an utterance or feature data extracted from the speech data representation of the utterance is received at a computing device. A transcription of the utterance by applying a speech recognition model to the speech data representation of the utterance or the feature data extracted from the speech data representation of the utterance is obtained by the computing device. A keyword that occurs in the transcription of the utterance is identified by the computing device. Communication between communication devices based at least on identifying the keyword is initiated initiating by the computing device.

Performing speech recognition over a network and using speech recognition results based on determining that a network connection exists

Systems, methods and apparatus for initiating communication. According to one implementation, a recording of a particular user speaking a name of a contact is obtained, a voice dialing command including an utterance of the name of the contact by the particular user is received, and in response to receiving the voice dialing command including the utterance of the name of the contact by the particular user, the recording of the particular user speaking the name of the contact or a text-to-speech audio output of the name is provided for output, and communication is initiated between the particular user and the contact.

Systems, methods and apparatus for generating, distributing, and using speech recognition models. A shared speech processing facility is used to support speech recognition for a wide variety of devices with limited capabilities including business computer systems, personal data assistants, etc., which are coupled to the speech processing facility via a communications channel, e.g., the Internet. Devices with audio capture capability record and transmit to the speech processing facility, via the Internet, digitized speech and receive speech processing services, e.g., speech recognition model generation and/or speech recognition services, in response. The Internet is used to return speech recognition models and/or information identifying recognized words or phrases. The speech processing facility can be used to provide speech recognition capabilities to devices without such capabilities and/or to augment a device's speech processing capability. Voice dialing, telephone control and/or other services are provided by the speech processing facility in response to speech recognition results.

Forming speech recognition over a network and using speech recognition results based on determining that a network connection exists

Techniques for generating, distributing, and using speech recognition models are described. A shared speech processing facility is used to support speech recognition for a wide variety of devices with limited capabilities including business computer systems, personal data assistants, etc., which are coupled to the speech processing facility via a communications channel, e.g., the Internet. Devices with audio capture capability record and transmit to the speech processing facility, via the Internet, digitized speech and receive speech processing services, e.g., speech recognition model generation and/or speech recognition services, in response. The Internet is used to return speech recognition models and/or information identifying recognized words or phrases. Thus, the speech processing facility can be used to provide speech recognition capabilities to devices without such capabilities and/or to augment a device's speech processing capability. Voice dialing, telephone control and/or other services are provided by the speech processing facility in response to speech recognition results.

Methods and apparatus for generating, updating and distributing speech recognition models

Updating speech recognition models for contacts

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for generating, distributing, and using speech recognition models are disclosed. The methods, systems, and apparatus include actions of receiving a speech data representation of an utterance and obtaining feature data extracted from the speech data representation of the utterance. Additional actions include obtaining a transcription of the utterance using the feature data and identifying contact information associated with the transcription. Further actions include determining that a network connection exists and initiating communication using the contact information based on determining that a network connection exists.

Performing speech recognition over a network and using speech recognition results

Methods and apparatus for providing manned, e.g., live customer support to customers, e.g., people using the Internet to purchase goods and/or services are described. A person viewing a Web Site, e.g., a customer, is presented with a button which provides the opportunity to talk to a customer service representative. Upon activating the button, e.g., by clicking on it, the customer's computer or other Internet browser device sends a signal, e.g., a call request message, over the Internet indicating that the customer wants to talk with a service representative. The call request message includes the customer's telephone number and/or IP address. In response to the call request message, calling equipment is used to establish a customer service call between the customer and a customer service representative. The equipment can be owned by the telephone company thereby avoiding the need for E-business companies to make investments in telephone equipment. In addition, a customer service representative can be located either at the E-business site or remotely, e.g., at the customer service representative's private home or other site, with the representative being called by the conference equipment as required to service a customer. Voice over IP conference equipment may be used instead or in conjunction with telephone conference equipment where one or both of the customer and service representative have voice over IP capability.

Method and apparatus for providing telephone support for internet sales

Methods and apparatus for providing operator services to callers in a fully or partially automated manner are disclosed. In addition, the present invention is directed to methods and apparatus for providing new telephone services, e.g., the forwarding of messages to non-published telephone number customers. It is also directed to methods and apparatus that can be used to detect, report and correct operator input errors. Automated, e.g., unmanned, apparatus of the present invention are capable of interfacing with conventional telephone switches using known operator protocols. This allows automated devices of the present invention to appear to existing telephone switches as manned operator positions capable of servicing telephone calls. In accordance with the present invention, the unmanned apparatus of the present invention is assigned one or more operator position identifiers conventionally used to identify manned operator positions. The interaction of the automated apparatus of the present invention and a telephone switch involves the use of the assigned operator position identifiers to identify the apparatus of the present invention to the switch as one or more operational operator positions. Once logged in with the telephone switch, the apparatus of the present invention can service calls normally handled by human operators, without the need for a human operator's involvement.

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Nanuet, NY, United States of America

Suzi Levas