BR112022025073A2 - Sistema de central de atendimento, uma ou mais mídias de armazenamento legíveis por máquina não transitórias, e, método para executar análise de andamento de chamada - Google Patents

Sistema de central de atendimento, uma ou mais mídias de armazenamento legíveis por máquina não transitórias, e, método para executar análise de andamento de chamada

Info

Publication number
BR112022025073A2
BR112022025073A2 BR112022025073A BR112022025073A BR112022025073A2 BR 112022025073 A2 BR112022025073 A2 BR 112022025073A2 BR 112022025073 A BR112022025073 A BR 112022025073A BR 112022025073 A BR112022025073 A BR 112022025073A BR 112022025073 A2 BR112022025073 A2 BR 112022025073A2
Authority
BR
Brazil
Prior art keywords
center system
audio signal
call center
entropy
progress analysis
Prior art date
Application number
BR112022025073A
Other languages
English (en)
Inventor
Vergin Rivarol
Anthony Mcdowell Jason
M Paugh Adam
Original Assignee
Genesys Cloud Services Holdings Ii Llc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Genesys Cloud Services Holdings Ii Llc filed Critical Genesys Cloud Services Holdings Ii Llc
Publication of BR112022025073A2 publication Critical patent/BR112022025073A2/pt

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/03—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 characterised by the type of extracted parameters
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
    • G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/78—Detection of presence or absence of voice signals
    • G10L25/81—Detection of presence or absence of voice signals for discriminating voice from music
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/03—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 characterised by the type of extracted parameters
    • G10L25/18—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 characterised by the type of extracted parameters the extracted parameters being spectral information of each sub-band
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011—Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2027—Live party detection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4936—Speech interaction details

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Human Computer Interaction (AREA)
  • Physics & Mathematics (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Health & Medical Sciences (AREA)
  • Computational Linguistics (AREA)
  • Acoustics & Sound (AREA)
  • Multimedia (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • Complex Calculations (AREA)
  • Measurement And Recording Of Electrical Phenomena And Electrical Characteristics Of The Living Body (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

SISTEMA DE CENTRAL DE ATENDIMENTO, UMA OU MAIS MÍDIAS DE ARMAZENAMENTO LEGÍVEIS POR MÁQUINA NÃO TRANSITÓRIAS, E, MÉTODO PARA EXECUTAR ANÁLISE DE ANDAMENTO DE CHAMADA. Trata-se de um sistema de central de atendimento para executar análise de andamento de chamada que inclui classificação de tom e fala, de acordo com uma modalidade, que inclui pelo menos um processador e pelo menos uma memória que compreende uma pluralidade de instruções armazenadas nela que, em resposta à execução por pelo menos um processador, faz o sistema de central de atendimento determinar uma média cumulativa de uma entropia de um sinal de áudio recebido pelo sistema de central de atendimento, determinar uma amplitude espectral de potência média cumulativa e uma entropia espectral média cumulativa do sinal de áudio, calcular uma medição de diferença do sinal de áudio como uma diferença entre a média cumulativa da entropia e a entropia espectral média cumulativa, distinguir tons de fala do sinal de áudio com base na medição de diferença e processar um ou mais tons do sinal de áudio em resposta à identificação do um ou mais tons no sinal de áudio.
BR112022025073A 2020-06-30 2021-06-30 Sistema de central de atendimento, uma ou mais mídias de armazenamento legíveis por máquina não transitórias, e, método para executar análise de andamento de chamada BR112022025073A2 (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US202063045908P 2020-06-30 2020-06-30
PCT/US2021/039829 WO2022006233A1 (en) 2020-06-30 2021-06-30 Cumulative average spectral entropy analysis for tone and speech classification

Publications (1)

Publication Number Publication Date
BR112022025073A2 true BR112022025073A2 (pt) 2023-01-10

Family

ID=79030686

Family Applications (1)

Application Number Title Priority Date Filing Date
BR112022025073A BR112022025073A2 (pt) 2020-06-30 2021-06-30 Sistema de central de atendimento, uma ou mais mídias de armazenamento legíveis por máquina não transitórias, e, método para executar análise de andamento de chamada

Country Status (8)

Country Link
US (1) US11290594B2 (pt)
EP (1) EP4173271A4 (pt)
JP (1) JP2023532182A (pt)
CN (1) CN115956359A (pt)
AU (1) AU2021300121A1 (pt)
BR (1) BR112022025073A2 (pt)
CA (1) CA3184152A1 (pt)
WO (1) WO2022006233A1 (pt)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US11622041B2 (en) 2020-12-23 2023-04-04 Acqueon Technologies Inc System and method for enhanced call progress analysis utilizing dual-prong analysis

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7043006B1 (en) 2002-02-13 2006-05-09 Aastra Intecom Inc. Distributed call progress tone detection system and method of operation thereof
JP4178319B2 (ja) 2002-09-13 2008-11-12 インターナショナル・ビジネス・マシーンズ・コーポレーション 音声処理におけるフェーズ・アライメント
KR100930584B1 (ko) * 2007-09-19 2009-12-09 한국전자통신연구원 인간 음성의 유성음 특징을 이용한 음성 판별 방법 및 장치
US8737597B2 (en) 2009-01-27 2014-05-27 Cisco Technology, Inc. Call progress analysis on the edge of a VoIP network
US9380162B2 (en) 2013-05-03 2016-06-28 Genesys Telecommunications Laboratories, Inc. Graphical user interface and method for testing and visually representing telephony state
CN107305774B (zh) 2016-04-22 2020-11-03 腾讯科技（深圳）有限公司 语音检测方法和装置
US11170760B2 (en) * 2019-06-21 2021-11-09 Robert Bosch Gmbh Detecting speech activity in real-time in audio signal

Also Published As

Publication number Publication date
JP2023532182A (ja) 2023-07-27
CN115956359A (zh) 2023-04-11
WO2022006233A1 (en) 2022-01-06
US20210409543A1 (en) 2021-12-30
EP4173271A1 (en) 2023-05-03
CA3184152A1 (en) 2022-01-06
EP4173271A4 (en) 2024-07-17
US11290594B2 (en) 2022-03-29
AU2021300121A1 (en) 2023-01-19

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