09 - Scientific and electric apparatus and instruments
42 - Scientific, technological and industrial services, research and design
Goods & Services
Downloadable computer software for managing, automating, and facilitating customer support and communication; downloadable computer software for managing customer relationships and customer data; downloadable mobile applications for providing customer service and support; downloadable computer software for monitoring, analyzing, and improving customer satisfaction and customer experience; downloadable chatbot software for customer interaction and support; downloadable computer software for integrating customer support systems with business communication platforms; downloadable computer software for responding to customer inquiries Software as a service (SaaS) featuring software for managing, automating, and facilitating customer service and support; software as a service (SaaS) featuring software for responding to customer inquiries and automating customer interactions; platform as a service (PaaS) featuring computer software platforms for customer communication; providing online non-downloadable software for managing customer data, inquiries, and support tickets; providing temporary use of online non-downloadable computer software for automating customer engagement, support analytics, and communication workflows; design and development of computer software for customer support automation; development and maintenance of computer software using machine learning for optimizing customer experience; providing temporary use of non-downloadable chatbot software for use in providing customer assistance; design and development of cloud-based software for integrating customer support functions with enterprise business systems
09 - Scientific and electric apparatus and instruments
42 - Scientific, technological and industrial services, research and design
Goods & Services
Downloadable computer software for managing, automating, and facilitating customer support and communication; downloadable computer software for managing customer relationships and customer data; downloadable mobile applications for providing customer service and support; downloadable computer software for monitoring, analyzing, and improving customer satisfaction and customer experience; downloadable chatbot software for customer interaction and support; downloadable computer software for integrating customer support systems with business communication platforms; downloadable computer software for responding to customer inquiries Software as a service (SaaS) featuring software for managing, automating, and facilitating customer service and support; software as a service (SaaS) featuring software for responding to customer inquiries and automating customer interactions; platform as a service (PaaS) featuring computer software platforms for customer communication; providing online non-downloadable software for managing customer data, inquiries, and support tickets; providing temporary use of online non-downloadable computer software for automating customer engagement, support analytics, and communication workflows; design and development of computer software for customer support automation; development and maintenance of computer software using machine learning for optimizing customer experience; providing temporary use of non-downloadable chatbot software for use in providing customer assistance; design and development of cloud-based software for integrating customer support functions with enterprise business systems
09 - Scientific and electric apparatus and instruments
42 - Scientific, technological and industrial services, research and design
Goods & Services
Downloadable computer software for managing, automating, and facilitating customer support and communication; downloadable computer software for managing customer relationships and customer data; downloadable mobile applications for providing customer service and support; downloadable computer software for monitoring, analyzing, and improving customer satisfaction and customer experience; downloadable chatbot software for customer interaction and support; downloadable computer software for integrating customer support systems with business communication platforms; downloadable computer software for responding to customer inquiries Software as a service (SaaS) featuring software for managing, automating, and facilitating customer service and support; software as a service (SaaS) featuring software for responding to customer inquiries and automating customer interactions; platform as a service (PaaS) featuring computer software platforms for customer communication; providing online non-downloadable software for managing customer data, inquiries, and support tickets; providing temporary use of online non-downloadable computer software for automating customer engagement, support analytics, and communication workflows; design and development of computer software for customer support automation; development and maintenance of computer software using machine learning for optimizing customer experience; providing temporary use of non-downloadable chatbot software for use in providing customer assistance; design and development of cloud-based software for integrating customer support functions with enterprise business systems
4.
System and method for determining a purpose of a call
A computer-implemented method of predicting purpose of call for a call center is disclosed to support various analytical functions, Automatic discovery of call topics, clustering of topics, and assigning of utterance to clusters may be provided. In some implementations, a pipeline includes an inference engine that includes a machine learning model trained on call transcripts and call attribute data to predict purpose of call.
Functionality is provided for the automated creation, testing, training, adaptation and deployment of AI models and changes thereto. Base classes are provided that enable practicable creation of new models from existing one. New models are tested on live data sets offline from user sites. New training methods are provided for the production of particular outcomes. Efficient adaptation of new AI models is facilitated, encompassing data scientist and development team control over how fast to train and deploy new models.
G06F 9/455 - EmulationInterpretationSoftware simulation, e.g. virtualisation or emulation of application or operating system execution engines
G06F 8/71 - Version control Configuration management
H04L 41/16 - Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks using machine learning or artificial intelligence
G06F 8/76 - Adapting program code to run in a different environmentPorting
G06F 16/957 - Browsing optimisation, e.g. caching or content distillation
This invention allows the semi-automated creation and curation of a knowledge graph based on a query-atom IR ranking engine. This invention cooperates with a domain expert to smoothly and semi-automatically incorporate or restructure textual data in the knowledge graph when a suitable high-confidence response to a query cannot be found. The invention extends the conventional information retrieval approach to consumer interaction by building a structured knowledge graph. Using graph exploration the invention augments the ranking made by the underlying neural model in order to stay in sync with the constantly-changing domain of application. The ultimate goal of this invention is to allow the consistent, cognitive, consumer-driven incorporation and restructuring of relevant unstructured data in a knowledge graph which is generated by mimicking users behaviours.
A computer-implemented method of predicting customer satisfaction scores for a call center is disclosed, along with the use of the predicted customer satisfaction scores to perform various analytical functions, such as identifying changes to the predicted customer satisfaction score and identifying root causes of the predicted customer satisfaction scores. In some implementations, a pipeline includes an inference engine that includes an AI model trained on call transcripts and call attribute data to predict a customer satisfaction score.
A computer-implemented method of predicting customer satisfaction scores for a call center is disclosed, along with the use of the predicted customer satisfaction scores to perform various analytical functions, such as identifying changes to the predicted customer satisfaction score and identifying root causes of the predicted customer satisfaction scores. In some implementations, a pipeline includes an inference engine that includes an Al model trained on call transcripts and call attribute data to predict a customer satisfaction score.
A system and method are described for automatic acoustic feedback cancellation in real time. In some implementations, the system may receive audio data describing an audio signal, which the system may use to determine a set of frames of the audio signal. Spectral analysis may be performed on the one or more frames of the audio to detect spectral patterns of two or more frames indicative of acoustic feedback. An additional delay identification test may be performed to identify a consistent delay indicative of acoustic feedback. In some implementations, a state machine is advanced based in part on accumulated delay votes. Decisions can be made to mute the acoustic feedback and cease the muting operation when silence is detected.
G10L 21/0264 - Noise filtering characterised by the type of parameter measurement, e.g. correlation techniques, zero crossing techniques or predictive techniques
G10L 19/022 - Blocking, i.e. grouping of samples in timeChoice of analysis windowsOverlap factoring
G10L 15/02 - Feature extraction for speech recognitionSelection of recognition unit
Audio data saved at the end of client interactions are sampled, analyzed for pauses in speech, and sliced into stretches of acoustic data containing human speech between those pauses. The acoustic data are accompanied by machine transcripts made by VoiceAI. A suitable distribution of data useful for training and testing are stipulated during data sampling by applying certain filtering criteria. The resulting datasets are sent for transcription by a human transcriber team. The human transcripts are retrieved, some post-transcription processing and cleaning are performed, and the results are added to datastores for training and testing an acoustic model.
G10L 15/30 - Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
11.
On premises gateways interconnecting VoIP systems, the public switched telephone network and private branch exchanges and other telephony infrastructure
A system and computer-implemented method for providing telephony communication services for VoIP or analog telephony devices using an on-premises gateway and remotely located VoIP system are described. Some implementations of the methods may include generating a configuration file mapping a plurality of tag extensions to a plurality of analog telephone ports of a high-density analog telephony adapter (HDATA), which may be communicatively coupled to the VoIP system. The VoIP system may transmit the configuration file to the HDATA, receive a telephony service request, and determine a tag extension based on the telephony service request. The VoIP system may transmit an identification of the tag extension to the HDATA and route a telephony service to the HDATA via the communication channel using the tag extension.
H04L 12/66 - Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
H04M 7/00 - Arrangements for interconnection between switching centres
H04M 7/12 - Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
A proactive autoscaling system can use heuristics and machine learning to proactively, dynamically and automatically scale computing resources allocated to applications up and down, prior to scaling events that cause changes in load levels. The proactive autoscaling system may be stateless, and may be agnostic to use case, platform, field of endeavor, or communication protocol used by the applications. The proactive autoscaling system gleans metrics in real-time. The gleaned metrics are indicative of load levels concerning one or more applications. These gleaned metrics may be in a variety of formats, and may be from different sources, both internal or external to the applications. The proactive autoscaling system automatically predicts scaling events based on gleaned metrics. Prior to the occurrence of a predicted scaling event, the proactive autoscaling system can automatically scale computing resources available to one or more target applications, in response to the predicting of the scaling event.
09 - Scientific and electric apparatus and instruments
35 - Advertising and business services
42 - Scientific, technological and industrial services, research and design
Goods & Services
audio and video conferencing services; cloud-based computer telephony services; internet telephony services; global computer network telephony services; computer telephony services; unified communication services for enterprise and consumer users over a global computer network, namely, the provision of telephony communications services, electronic and instant messaging services, and teleconferencing and video conferencing services; voicemail services; provision of in-home hosted and wireless PBX (private branch exchange) services; telecommunication services, other than broadcasting, namely, wireless telephone services downloadable computer telephony software featuring software applications for unified communications, telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network; downloadable computer software for unified communications, telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network operation and management of telephone call centers for enterprise and consumer users over a global computer network; sales enablement, namely, sales management services for enterprise and consumer users over a global computer network; transcription of audio communications for enterprise and consumer users over a global computer network telephony software as a service (SAAS) services featuring software applications for telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network; providing on-line non-downloadable software for telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network
14.
Automated creation, testing, training, adaptation and deployment of new artificial intelligence (AI) models
Functionality is provided for the automated creation, testing, training, adaptation and deployment of AI models and changes thereto. Base classes are provided that enable practicable creation of new models from existing one. New models are tested on live data sets offline from user sites. New training methods are provided for the production of particular outcomes. Efficient adaptation of new AI models is facilitated, encompassing data scientist and development team control over how fast to train and deploy new models.
A system and method are described for smart noise cancellation. In some implementations, the system may receive audio data describing an audio signal, which the system may use to determine a set of frames of the audio signal. Spectral analysis, which may include a signal-to-noise ratio estimate, may be performed on the one or more frames of the audio. In some instances, the system may identify a noise frame from among the one or more frames based on the spectral analysis, and may reduce noise in the one or more frames based on the noise frame and the spectral analysis on the one or more frames of the audio signal.
The content and/or sound characteristics of audio calls are monitored in real-time. The occurrence of triggers during audio calls is automatically detected, and in response directives are displayed to parties in real-time while calls are occurring. Multiple triggers and directives can be defined and edited, either by human users and/or automatically (e.g., in response to results obtained and tracked over time). Each given directive corresponds to one or more given triggers, such that detection of an occurrence of a given trigger during a monitored audio call results in the automatic outputting of a corresponding directive.
Audio data describing an audio signal may be received and used to determine a set of frames of the audio signal. One or more potential music events may be determined in the audio signal using a spectral analysis of the set of frames. The audio signal may be analyzed for one or more potential noise or tone events. One or more music states of the audio signal may be determined based on the one or more potential music events and a presence or absence of the one or more noise or tone events. Audio enhancement of the audio signal may be modified based on the one or more determined states of the audio signal.
G10L 25/81 - Detection of presence or absence of voice signals for discriminating voice from music
G10K 11/178 - Methods or devices for protecting against, or for damping, noise or other acoustic waves in general using interference effectsMasking sound by electro-acoustically regenerating the original acoustic waves in anti-phase
18.
Fully integrated voice over internet protocol (VoIP), audiovisual over internet protocol (AVoIP), and artificial intelligence (AI) platform
An AI platform is fully integrated with existing VoIP/AVoIP telephony infrastructure. In the course of providing VoIP/AVoIP audiovisual calls, a VoIP/AVoIP media stream of audiovisual content is processed, and transferred between endpoints. AI processing is applied to each frame of the transferred audiovisual content, in real-time while the audiovisual call is occurring. For example, automated speech recognition can be performed on the content, in which the speech of the audiovisual content is converted to text. The audiovisual call can further be automatically transcribed to a text file in real-time. Another example is the automatic detection of the occurrence of specific triggers during calls. Additional enhanced functionality is automatically provided as a result of applying the AI processing to the transferred audiovisual content. For example, in response to detecting the occurrence of a specific trigger, a corresponding directive can be automatically output on a screen of a calling device.
On premises gateways interconnecting VoIP systems the public switched telephone network and private branch exchanges and other telephony infrastructure
On premises gateways located within organization sites interconnect VoIP systems, the public switched telephone network (PSTN), Private Branch Exchanges and other telephony infrastructure.
Transport layer protocol packet headers are used to encode application layer attributes in the context of an AVoIP platform. An endpoint encodes signaling information in the transport layer protocol packet header of an audiovisual stream, (e.g., in the synchronization source identifier (“SSRC”) field of an RTP header). The signaling information may include requests to add or remove the audiovisual stream to/from an existing videoconference, an application layer identifier, and metadata concerning audiovisual content contained in the audiovisual stream such as the resolution, codec, etc. After adding the signaling information, the endpoint transmits the audiovisual stream to a server. The server reads the signaling information that was added to the transport layer protocol packet header, and utilizes this information to add or remove the audiovisual stream to an existing videoconference, without using a separate signaling protocol to negotiate the addition/removal of the audiovisual stream to/from the existing videoconference.
Audio data describing an audio signal may be received and used to determine a set of frames of the audio signal. One or more potential music events may be determined in the audio signal using a spectral analysis of the set of frames. The audio signal may be analyzed for one or more potential noise or tone events. One or more music states of the audio signal may be determined based on the one or more potential music events and a presence or absence of the one or more noise or tone events. Audio enhancement of the audio signal may be modified based on the one or more determined states of the audio signal.
G10L 25/81 - Detection of presence or absence of voice signals for discriminating voice from music
G10K 11/178 - Methods or devices for protecting against, or for damping, noise or other acoustic waves in general using interference effectsMasking sound by electro-acoustically regenerating the original acoustic waves in anti-phase
22.
Smart voice enhancement architecture for tempo tracking among music, speech, and noise
Audio data describing an audio signal may be received and used to determine a set of frames of the audio signal. A plurality of note onsets in the set of frames may be identified based on spectral energy of the audio signal in the set of frames. One or more tempos may be computed based on the identified plurality of note onsets. The one or more tempos may be validated based on a tempo validation condition. One or more music states of the audio signal may be determined based on the validated one or more tempos. Audio enhancement of the audio signal may be modified based on the one or more determined states of the audio signal.
G10H 7/00 - Instruments in which the tones are synthesised from a data store, e.g. computer organs
G10H 7/10 - Instruments in which the tones are synthesised from a data store, e.g. computer organs by calculating functions or polynomial approximations to evaluate amplitudes at successive sample points of a tone waveform using coefficients or parameters stored in a memory, e.g. Fourier coefficients
09 - Scientific and electric apparatus and instruments
35 - Advertising and business services
38 - Telecommunications services
42 - Scientific, technological and industrial services, research and design
Goods & Services
Downloadable computer telephony software featuring software applications for unified communications, telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network; downloadable computer software for unified communications, telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network Operation and management of telephone call centers for enterprise and consumer users over a global computer network; sales enablement, namely, sales management services for enterprise and consumer users over a global computer network; transcription of audio communications for enterprise and consumer users over a global computer network Audio and video conferencing services; cloud-based computer telephony services; internet telephony services; global computer network telephony services; computer telephony services; unified communication services for enterprise and consumer users over a global computer network, namely, the provision of telephony communications services, electronic and instant messaging services, and teleconferencing and video conferencing services; voicemail services; provision of hosted and wireless PBX (private branch exchange) services Telephony software as a service (SAAS) services featuring software applications for telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network; providing on-line non-downloadable software for telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network; providing temporary use of on-line non-downloadable software using artificial intelligence for machine learning applied to voice and text communications
24.
Method and system for vector representation of linearly progressing entities
A method and system to generate vectors that represent linearly progressing entities like time are disclosed. Traditional methods of vectorisation account for semantic or associative similarity of the entities. Thus, vectors conveying semantic information do not convey structural relations between such entities. The method allows for the representation of such structural information, for example the months in a year. The vectors generated by the invention encode this relation between the months such that one can interpret the sequence of the months, the difference between then and their cyclic nature. The method works in a manner similar to a genetic code, where subsequent “child” vectors are generated by related “parents”, thus encoding the similarity and the distance of the sequential entities. An object of the inventions to allow algorithms in machine learning to easily learn over temporal entities its natural text.
42 - Scientific, technological and industrial services, research and design
Goods & Services
audio and video conferencing services; cloud-based computer telephony services; internet telephony services; global computer network telephony services; computer telephony services; communication services, namely, the provision of unified communications, telephony, electronic messaging, telephone conferencing, and voicemail services to enterprise and consumer users over a global computer network; provision of hosted and wireless PBX (private branch exchange) services telephony software as a service (SAAS) services featuring software applications for telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network; providing on-line non-downloadable software for telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network; providing online non-downloadable software for capturing, indexing, searching, organizing, managing, sharing, and displaying digital and electronic contacts, contact information, messages, information and digital files
26.
Method and system for a user-specific cognitive unit that enhances generic recommendation systems
A method and system are disclosed for a novel architecture in which competing suggestions, possibly generated by competing systems, are selected by a Cognitive Unit (CU). The CU observes the user context and learns which contextual circumstances affect the user's cognitive behaviour. Majority of the traditional models trained over multiple users fail to represent the individual because (1) they ignore personal bias toward certain decisions and (2) they don't have complete visibility of all options available to users (i.e. from competitive systems). The invention is ideally suited to interact with several other products as more and more modern products are using AIs to drive the user experience. That shifts traditional HCI towards a novel form of interaction that we call human-AI interaction (HAII). When applied to user experience, predictive models make decisions on users' behalf attempting to minimise user interaction while guiding them toward the completion of predefined funnels. This invention presents a novel approach using a personal model capable of partially replicating cognitive behaviours by learning personal situational biases using the CU. By leveraging the personal biases, the system allows the AI to learn situational biases otherwise not available to predictive models. Once trained cognitive unit can supplement the decision-making process of the user.
09 - Scientific and electric apparatus and instruments
42 - Scientific, technological and industrial services, research and design
Goods & Services
downloadable computer telephony software featuring software applications for unified communications, telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network; downloadable computer software for unified communications, telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network telephony software as a service (SAAS) services featuring software applications for telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network; providing on-line non-downloadable software for telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network
28.
Semantic interface definition language for action discovery in cloud services and smart devices
Embodiments of the present invention are directed to computer-implemented methods and systems for representing human or machine-controllable sources, including, but not limited to, cloud services and smart devices, with a Semantic Interface Definition Language (SIDL) so that such resources can be listened to and eventually remote-controlled by discovering and performing Situationally Suitable Actions (SSA). Embodiments of the present invention are further directed to a novel user experience that allows sources to augment each other, removing the need to switch back and forth from different user interfaces (UIs) and overall facilitating or automating the execution of chains of commands.
Embodiments of the present invention are directed to a computer-implemented machine-learning method and system for automatically creating and updating tasks by reading signals from external data sources and understanding what users are doing. Embodiments of the present invention are directed to a computer-implemented machine-learning method and system for automatically completing tasks by reading signals from external sources and understanding when an existing task has been executed. Tasks created are representable and explainable in a human readable format that can be shown to users and used to automatically fill productivity applications including but not limited to task managers, to-do lists, project management, time trackers, and daily planners. Tasks created are representable in a way that can be interpreted by a machine such as a computer system or an artificial intelligence so that external systems can be delegated or connected to the system.
A computer-implemented machine-learning method and system for searching for resources by predicting an intention and pushing resources directly to users based on the predicted intention. The method includes receiving a description of a context; generating a set of weighted expressions, each weighed expression comprising a restriction over the description of the context and a confidence factor resulting between the combination of the user model and of the query input; and generating a sorted list of resources matching the weighted list of expressions. The system includes computer instructions for an intention inference engine and an intelligent ranking engine.
42 - Scientific, technological and industrial services, research and design
Goods & Services
audio and video conferencing services; Cloud-based computer telephony services; internet telephony services; global computer network telephony services; computer telephony services; communication services, namely, the provision of unified communications, telephony, electronic messaging, telephone conferencing, and voicemail services to enterprise and consumer users over a global computer network; provision of hosted and wireless PBX (private branch exchange) services telephony software as a service (SAAS) services featuring software applications for telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network; providing on-line non-downloadable software for telephony, messaging, conferencing, and voicemail services for enterprise and consumer users over a global computer network; providing online non-downloadable software for capturing, indexing, searching, organizing, managing, sharing, and displaying digital and electronic contacts, contact information, messages, information and digital files
09 - Scientific and electric apparatus and instruments
42 - Scientific, technological and industrial services, research and design
Goods & Services
downloadable computer software for capturing, indexing, searching, organizing, managing, sharing, and displaying digital and electronic contacts, contact information, messages, information and digital files providing online non-downloadable software for capturing, indexing, searching, organizing, managing, sharing, and displaying digital and electronic contacts, contact information, messages, information and digital files
audio and video conferencing services; Cloud-based computer telephony services; internet telephony services; global computer network telephony services; computer telephony services; communication services, namely, the provision of unified communications, telephony, electronic messaging, telephone conferencing, and voicemail services to enterprise and consumer users over a global computer network; provision of hosted and wireless PBX (private branch exchange) services
A method includes a conference facilitation server to determine whether a conference initiator has defined a set of conference parameters, storing the set of conference parameters in a database. The server communicates a conference invitation to each of the proposed participants using contact identifiers and designates the proposed participants as a confirmed participants when the proposed participants send conference acknowledgements to the conference server, responsive to the conference invitation to participate in a collaborative session. The server automatically initiates a first attempt to establish communications with each of the confirmed participants at the conference time on the conference date through a conference medium using contact identifiers. If the first attempt to establish communication fails then the server automatically initiates an additional attempt to establish communications with a particular confirmed participant with whom the first attempt has failed.
G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs
H04L 29/06 - Communication control; Communication processing characterised by a protocol
H04L 29/08 - Transmission control procedure, e.g. data link level control procedure
G06F 11/14 - Error detection or correction of the data by redundancy in operation, e.g. by using different operation sequences leading to the same result
A dynamic video communications system provides real time provisioning of a video communication session in a domain video network between a set of user devices. The real time provisioning is implemented by receiving an identifier of a video communication session from a user device, where the identifier includes a domain and a name, determining an authentication principle associated with the user device, where the authentication principle includes a domain of the user, checking whether the domain of the user matches a domain of the video communication session, and joining the user device with the video communication session.
