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Title: US6278772: Voice recognition of telephone conversations
[ Derwent Title ]

Country: US United States of America

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10 pages

Inventor: Bowater, Ronald John; Romsey, United Kingdom
Porter, Lawrence Leon; Lyndhurst, United Kingdom

Assignee: International Business Machines Corp., Armonk, NY
other patents from INTERNATIONAL BUSINESS MACHINES CORPORATION (280070) (approx. 44,393)
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Published / Filed: 2001-08-21 / 1998-06-30

Application Number: US1998000107686

IPC Code: Advanced: H04M 3/42;
Core: more...
IPC-7: H04M 1/64; H04M 3/00; H04M 11/00;

ECLA Code: H04M3/42L;

U.S. Class: Current: 379/088.13; 379/068; 379/088.01; 379/088.27; 379/265.01; 379/267;
Original: 379/088.13; 379/265; 379/068; 379/088.01; 379/088.27; 379/267;

Field of Search: 379/265,88.16,34,35,202,88.13,280,258-267,203,201,67.1,68

Priority Number:
1997-07-09  GB1997000014366

Abstract:     Voice data requires large storage resources even when compressed and takes a long time to retrieve. Further the required information cannot normally be directly located and it is difficult to analyze the voice data for statistical information. There is described a method for performing a voice recognition function on a voice telephone conversation to convert the conversation into text data using a voice processing system. The method comprises receiving voice data representing the telephone conversation comprising a first series of speech data from an agent interspersed with a second series of speech data from a client and storing the first and second series of speech data as a single body of voice data for later retrieval. Then a voice recognition function is performed on the voice data to convert it into text data representing the telephone conversation and the text data is stored for later retrieval. Such a solution allows entire days/weeks or even months of conversation to be stored and accessed. Since the memory space required is considerably smaller for text storage it is possible to keep many days of conversation in directly accessible memory that may be searched by a computer. Furthermore it is possible to search for keywords typed from the keyboard and it is not necessary to manually scan the entire conversation for the desired topic.

Attorney, Agent or Firm: Herndon, Jerry W. ;

Primary / Asst. Examiners: Tsang, Fan; Escalante, Ovidio

Maintenance Status: E2 Expired  Check current status

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First Claim:
Show all 32 claims
What is claimed is:     1. In a voice processing system having a voice recognition resource for processing voice data, a method for processing a telephone conversation comprising the steps of:
  • receiving voice data representing the telephone conversation comprising a first series of speech data from an agent workstation interspersed with a second series of speech data from a client workstation;
  • storing the first and second series of speech data for later retrieval by the voice processing system for voice recognition processing;
  • monitoring the capacity of the voice recognition resource;
  • determining if there is enough capacity in the voice recognition resource; and
  • when so determined performing voice recognition on the voice data to convert it into text data representing the telephone conversation; and
  • storing the text data for later retrieval.

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Forward References: Show 54 U.S. patent(s) that reference this one

U.S. References: Go to Result Set: All U.S. references   |  Forward references (54)   |   Backward references (8)   |   Citation Link

Patent  Pub.Date  Inventor Assignee   Title
Get PDF - 9pp US5241586  1993-08 Wilson et al.  Rolm Company Voice and text annotation of a call log database
Get PDF - 22pp US5535256  1996-07 Maloney et al.  Teknekron Infoswitch Corporation Method and system for automatically monitoring the performance quality of call center service representatives
Get PDF - 15pp US5982857  1999-11 Brady  Apropros Technology Voice recording method and system providing context specific storage and retrieval
Get PDF - 16pp US6026148  2000-02 Dworkin et al.  Blue Grotto Technologies, Inc. System and method for delivering expert information by computer
Get PDF - 12pp US6047060  2000-04 Fedorov et al.  Genesys Telecommunications Laboratories, Inc. Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center
Get PDF - 8pp US6067516  2000-05 Levay et al.  Siemens Information Speech and text messaging system with distributed speech recognition and speaker database transfers
Get PDF - 11pp US6100882  2000-08 Sharman et al.  International Business Machines Corporation Textual recording of contributions to audio conference using speech recognition
Get PDF - 12pp US6108711  2000-08 Beck et al.  Genesys Telecommunications Laboratories, Inc. Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions
Foreign References: None

Other Abstract Info: DERABS G1999-048570

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