Christopher J Groves

US Patent:

6931105, Aug 16, 2005

Filed:

Aug 19, 2002

Appl. No.:

10/223465

Inventors:

Christopher Ryan Groves - Cary NC, US
Kevin James Muterspaugh - Harvest AL, US

Assignee:

International Business Machines Corporation - Armonk NY

International Classification:

H04M001/64

US Classification:

379 8803, 704243, 7042701

Abstract:

A method for improving the recognition confidence of alphanumeric spoken input, suitable for use in a speech recognition telephony application such as a voice response system. An alphanumeric candidate is determined from the spoken input, which may be the best available representation of the spoken input. Recognition confidence is compared with a preestablished threshold. If the recognition confidence exceeds the threshold, the alphanumeric candidate is selected to represent the spoken input. Otherwise, present call data associated with the spoken input is determined. Call data may include automatic number identification (ANI) information, caller-ID information, and/or dialed number information service (DNIS) information. Information associated with the alphanumeric candidate and information associated with the present call data are correlated in order to select alphanumeric information that best represents the spoken input.

US Patent:

6965669, Nov 15, 2005

Filed:

Oct 29, 2002

Appl. No.:

10/282436

Inventors:

John Holden Bickford - Hyde Park NY, US
Christopher Ryan Groves - Cary NC, US
Kevin James Muterspaugh - Harvest AL, US

Assignee:

International Business Machines Corporation - Armonk NY

International Classification:

H04M001/64
H04M003/00

US Classification:

37926507, 379 8801, 37926601

Abstract:

In a call center with automatic answering, the availability of an agent is verified in order to prevent open connections when the agent unexpectedly leaves his or her station and fails to give proper notice. Verification may be provided by sensing speech activity of the agent when greeting a calling party or in response to an incoming-call signal. In other embodiments, verification may be provided by checking an audio device allocated to the agent, for example checking whether the agent is wearing his or her headset, or whether the headset is operably connected to the call center.

US Patent:

7738635, Jun 15, 2010

Filed:

Jan 6, 2005

Appl. No.:

11/029494

Inventors:

Christopher Ryan Groves - Cary NC, US
Kevin James Muterspaugh - Harvest AL, US

Assignee:

International Business Machines Corporation Nuance Communications, Inc. - Burlington MA

International Classification:

H04M 1/64

US Classification:

379 8803, 379 8804, 704236, 704237, 704239, 704240

Abstract:

A method for improving the recognition confidence of alphanumeric spoken input, suitable for use in a speech recognition telephony application such as a voice response system. An alphanumeric candidate is determined from the spoken input, which may be the best available representation of the spoken input. Recognition confidence is compared with a preestablished threshold. If the recognition confidence exceeds the threshold, the alphanumeric candidate is selected to represent the spoken input. Otherwise, present call data associated with the spoken input is determined. Call data may include automatic number identification (ANI) information, caller-ID information, and/or dialed number information service (DNIS) information. Information associated with the alphanumeric candidate and information associated with the present call data are correlated in order to select alphanumeric information that best represents the spoken input.