The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jan. 07, 2020
Filed:
Mar. 15, 2017
Noble Systems Corporation, Atlanta, GA (US);
Jason P. Ouimette, Berkeley Lake, GA (US);
Karl H. Koster, Sandy Springs, GA (US);
James K. Noble, Jr., Marietta, GA (US);
NOBLE SYSTEMS CORPORATION, Atlanta, GA (US);
Abstract
Answering machine detection ('AMD') processes in a contact center are improved by obtaining and storing AMD meta-data about a known greeting from an automatic voice messaging capability ('AVMC') on a telephone call to a known number. The AMD meta-data is used in subsequent calls to that known number and the greeting detected is analyzed using the AMD meta-data to make a comparison determination if AMD meta-data obtained from the current greeting matches that stored so as to determine whether the current greeting originated from an AVMC or from a live person. In certain embodiments, a real-time speech analytics (“RTSA”) system is used for processing the greeting to obtain the AMD meta-data which is stored and used when comparing subsequently obtained AMD meta-data. Calls to telephone numbers for which there is no stored AMD meta-data results in analyzing the greeting in order to obtain and store AMD meta-data.