Multilingual transcription at customer endpoint for optimizing interaction results in a contact center

Patent metadata

Field	Value
Publication number	US-11862169-B2
Application number	US-202017017941-A
Country	US
Kind code	B2
Filing date	Sep 11, 2020
Priority date	Sep 11, 2020
Publication date	Jan 2, 2024
Grant date	Jan 2, 2024

Abstract

Providing speech-to-text (STT) transcription by a user endpoint device includes initiating an audio communication between an enterprise server and the user endpoint device, the audio communication comprising a voice interaction between a user associated with the user endpoint device and an agent associated with an agent device to which the enterprise server routes the audio communication; performing a first STT of at least a portion of the voice interaction to produce a first transcribed speech in a first language; concurrent with performing the first STT, performing, by the user endpoint device, a second STT of the at least the portion of the voice interaction to produce a second transcribed speech in a second language different than the first language, and transmitting the at least the portion of the voice interaction and at least the first transcribed speech from the user endpoint device to the enterprise server.

First claim

What is claimed is:

1. A processor-based method for providing speech-to-text (STT) transcription, comprising:
initiating, by a user endpoint device, an audio communication between an enterprise server and the user endpoint device, the audio communication comprising a voice interaction between a user associated with the user endpoint device and an agent associated with an agent device to which the enterprise server routes the audio communication;
determining, by the user endpoint device, whether the user endpoint device has the computational capability to perform STT of at least a portion of the voice interaction;
transmitting, by the user endpoint device to the enterprise server, the determination as to whether the user endpoint device has the computational capability to perform STT of the at least the portion of the voice interaction;
performing, by the user endpoint device during the audio communication, a first STT of the at least the portion of the voice interaction to produce a first transcribed speech in a first language;
concurrent with performing the first STT, performing, by the user endpoint device, a second STT of the at least the portion of the voice interaction to produce a second transcribed speech in a second language different than the first language, and
transmitting, by the user endpoint device during the audio communication, the at least the portion of the voice interaction and at least the first transcribed speech from the user endpoint device to the enterprise server.

2. The method of claim 1 , further comprising:
transmitting, by the user endpoint device during the audio communication, the second transcribed speech from the user endpoint device to the enterprise server.

3. The method of claim 1 , wherein the at least the portion of the voice interaction comprises first speech provided by the user and second speech provided by the agent.

4. The method of claim 3 , wherein the second transcribed speech comprises a transcription of the second speech provided by the agent, and further comprising:
displaying, by the user endpoint device, the transcription of the second speech provided by the agent on a display apparatus of the user endpoint device during the audio communication.

5. The method of claim 1 , wherein the at least the portion of the voice interaction and the first transcribed speech are transmitted substantially concurrently with each other, wherein the first transcribed speech is transmitted via a digital channel and the at least the portion of the voice interaction is transmitted via a voice channel.

6. The method of claim 1 , wherein the first language is a default system language defined by the enterprise server.

7. The method of claim 1 , wherein:
the first language is a related language of the agent, and
the second language is a related language of a user.

8. The method of claim 7 , further comprising:
sending, by the user endpoint device, an inquiry to the enterprise server requesting an identification of a more-related language of the agent; and
in response to sending the inquiry, receiving, by the user endpoint device from the enterprise server, the identification of the more-related language of the agent.

9. The method of claim 1 , wherein:
initiating the audio communication, performing the first STT, and transmitting the at least the portion of the voice interaction and the first transcribed speech are performed by one of
an audio-capable application executing on the user endpoint device,
a plug-in of a web browser executing on the user endpoint device, or
a customized client application executing on the user endpoint device.

10. A user endpoint device for providing speech-to-text (STT) transcription, comprising:
a memory device storing executable instructions; and
a processor in communication with the memory device, wherein the processor when executing the executable instructions:
initiates an audio communication between an enterprise server and the user endpoint device, the audio communication comprising a voice interaction between a user associated with the user endpoint device and an agent associated with an agent device to which the enterprise server routes the audio communication;
determines whether the user endpoint device has the computational capability to perform STT of at least a portion of the voice interaction;
transmits to the enterprise server, the determination as to whether or not the user endpoint device has the computational capability to perform STT of the at least the portion of the voice interaction;
performs during the audio communication, a first STT of the at least the portion of the voice interaction to produce a first transcribed speech in a first language;
concurrent with performing the first STT, performs a second STT of the at least the portion of the voice interaction to produce a second transcribed speech in a second language different than the first language, and
transmits, during the audio communication, the at least the portion of the voice interaction and at least the first transcribed speech from the user endpoint device to the enterprise server.

11. The system of claim 10 , wherein the processor when executing the executable instructions:
transmits, during the audio communication, the second transcribed speech from the user endpoint device to the enterprise server.

12. The system of claim 10 , wherein the at least the portion of the voice interaction comprises first speech provided by the user and second speech provided by the agent.

13. The system of claim 12 , wherein the second transcribed speech comprises a transcription of the second speech provided by the agent, and wherein the processor when executing the executable instructions:
displays the transcription of the second speech provided by the agent on a display apparatus of the user endpoint device during the audio communication.

14. The system of claim 10 , wherein the at least the portion of the voice interaction and the first transcribed speech are transmitted substantially concurrently with each other, wherein the first transcribed speech is transmitted via a digital channel and the at least the portion of the voice interaction is transmitted via a voice channel.

15. The system of claim 10 , wherein the first language is a default system language defined by the enterprise server.

16. The system of claim 10 , wherein:
the first language is a related language of the agent, and
the second language is a related language of a user.

17. The system of claim 16 , wherein the processor when executing the executable instructions:
sends an inquiry to the enterprise server requesting an identification of a more-related language of the agent; and
in response to sending the inquiry, receives from the enterprise server, the identification of the more-related language of the agent.

18. The system of claim 10 , wherein:
initiating the audio communication, performing the first STT, and transmitting the at least the portion of the voice interaction and the first transcribed speech are performed by one of
an audio-capable application executing on the user endpoint device,
a plug-in of a web browser executing on the user endpoint device, or
a customized client application executing on the user endpoint device.

Assignees

• Avaya Man Lp

Inventors

• Matula Valentine C
• Deole Pushkar Yashavant
• Chopdekar Sandesh
• Daga Navin

Classifications

• G10L15/26 Primary

  Speech to text systems (G10L15/08 takes precedence) · CPC title

• G10L15/22

  Procedures used during a speech recognition process, e.g. man-machine dialogue · CPC title

• G10L15/30

  Distributed recognition, e.g. in client-server systems, for mobile phones or network applications · CPC title

• G10L2015/223

  Execution procedure of a spoken command · CPC title

• G10L15/32

  Multiple recognisers used in sequence or in parallel; Score combination systems therefor, e.g. voting systems · CPC title