Management system for using speech analytics to enhance contact center agent conformance
US-9225833-B1 · Dec 29, 2015 · US
Apparatus and method for audio data processing
US9112969B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9112969-B2 |
| Application number | US-201414314631-A |
| Country | US |
| Kind code | B2 |
| Filing date | Jun 25, 2014 |
| Priority date | Sep 13, 2012 |
| Publication date | Aug 18, 2015 |
| Grant date | Aug 18, 2015 |
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Abstract
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A communication terminal, system and method utilize a communication device that activates a speech to text application so that subsequent audio that is received from a caller is converted into text. A caller may then provide audio in response to a question. A caller may send input by pressing a button on a communication device for example, to activate the speech to text application, speak an answer, and then press a button to indicate that an answer to a question is complete. The spoken answer may be converted into text and may then be stored, parsed, and then assigned to an object representing the question posed to a caller. The stored text assigned to the object representing the question may then be used to populate different forms or databases for subsequent use or for displaying to a user via a display device of that person's computer device.
First claim
Opening claim text (preview).
What is claimed is: 1. A communication system comprising: a first communication terminal; and at least one of a first communication device and a second communication terminal communicatively connectable to the first communication terminal for establishing a communication session in which audio data is transmitted between the first communication terminal and the at least one of the first communication device and the second communication terminal; and at least one of the first c…
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Electricity · mapped topic
Electricity · mapped topic
Physics · mapped topic
- H04M3/42221Primary
Electricity · mapped topic
Physics · mapped topic
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Frequently asked questions
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- What does patent US9112969B2 cover?
- A communication terminal, system and method utilize a communication device that activates a speech to text application so that subsequent audio that is received from a caller is converted into text. A caller may then provide audio in response to a question. A caller may send input by pressing a button on a communication device for example, to activate the speech to text application, speak an an…
- Who is the assignee on this patent?
- Unify Gmbh & Co Kg
- What technology area does this patent fall under?
- Primary CPC classification H04M3/42221. Mapped technology areas include Electricity.
- When was this patent published?
- Publication date Tue Aug 18 2015 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).