Patent US6915246B2 successfully refreshed from Google Patents.
US6915246B2
Expired / Lapsed
US
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Employing speech recognition and capturing customer speech to improve customer service
Assignee: Kyndryl Inc
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Filing: 2001-12-17
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Granted: 2005-07-05
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Expires: 2021-12-17
Abstract
Abstract The present invention comprises receiving speech input from two or more speakers, including a first speaker (such as a customer service representative for example); blocking a portion of the speech input that originates from the first speaker; and processing the remaining portion of the speech input with a computer. The blocking and processing are real-time processes, completed during a conversation. One example is a method for de-cluttering speech input for better automatic processing, by removing all but the pertinent words spoken by a customer. Another example is a system for executing methods of the present invention. A third example is a set of instructions on a computer-usable medium, or resident in a computer system, for executing methods of the present invention.
Inventors
- 👤 Carl Phillip Gusler
- 👤 II Rick Allen Hamilton
- 👤 Timothy Moffett Waters
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-29 15:40
CPC Classifications
G; G10; G10L; G10L21/00; G10L21/02; G10L21/0272; G10L21/028
Claims Analysis
Total Claims: 23
Claim 1
Independent Claim
64 words
A method for handling information communicated by voice, said method comprising: receiving speech input from a plurality of speakers, including a first speaker; blocking a portion of said speech input that originates from said first speaker; and processing the remaining portion of said speech input with a computer, wherein said blocking and said processing are completed during a conversation involving said plurality of speakers.
Claim 2
Independent Claim
64 words
A method for handling information communicated by voice, said method comprising: receiving speech input from a plurality of speakers, including a first speaker; blocking a portion of said speech input that originates from said first speaker; and processing the remaining portion of said speech input with a computer, wherein said blocking and said processing are completed during a conversation involving said plurality of speakers.
Claim 3
Dependent Claim
45 words
The method of claim 1 , wherein said blocking further comprises: storing voice characteristics of said first speaker; performing speaker recognition on said speech input; passing to a processing function only that portion of said speech input that does not match said stored voice characteristics.
Claim 4
Dependent Claim
52 words
The method of claim 1 , wherein said blocking further comprises: providing a first speech-input device for said first speaker; determining whether a signal is being received from said first speech-input device; passing said speech input to a processing function only when no signal is being received from said first speech-input device.
Claim 5
Dependent Claim
26 words
The method of claim 1 , further comprising: receiving a command for muting from said first speaker; and responsive to said command, interrupting said speech input.
Claim 6
Independent Claim
66 words
A method for handling information communicated by voice, said method comprising: receiving speech input from a plurality of parties to a telephone conversation, including a first speaker; blocking a portion of said speech input that originates from said first speaker; and performing speech recognition on the remaining portion of said speech input, wherein said blocking, and said performing speech recognition, are completed during said telephone conversation.
Claim 7
Independent Claim
66 words
A method for handling information communicated by voice, said method comprising: receiving speech input from a plurality of parties to a telephone conversation, including a first speaker; blocking a portion of said speech input that originates from said first speaker; and performing speech recognition on the remaining portion of said speech input, wherein said blocking, and said performing speech recognition, are completed during said telephone conversation.
Claim 8
Dependent Claim
15 words
The method of claim 5 , further comprising identifying key words in said remaining portion.
Claim 9
Dependent Claim
46 words
The method of claim 5 , wherein said blocking further comprises: storing voice characteristics of said first speaker; performing speaker recognition on said speech input; passing to a speech recognition function only that portion of said speech input that does not match said stored voice characteristics.
Claim 10
Dependent Claim
53 words
The method of claim 5 , wherein said blocking further comprises: providing a first speech-input device for said first speaker; determining whether a signal is being received from said first speech-input device; passing said speech input to a speech recognition function only when no signal is being received from said first speech-input device.
Claim 11
Dependent Claim
26 words
The method of claim 5 , further comprising: receiving a command for muting from said first speaker; and responsive to said command, interrupting said speech input.
Claim 12
Independent Claim
77 words
A system for handling information communicated by voice, said system comprising: means for receiving speech input from a plurality of parties to a telephone conversation, including a first speaker; means for blocking a portion of said speech input that originates from said first speaker; and means for performing speech recognition on the remaining portion of said speech input, wherein said means for blocking, and said means for performing speech recognition, complete their operations during said telephone conversation.
Claim 13
Independent Claim
77 words
A system for handling information communicated by voice, said system comprising: means for receiving speech input from a plurality of parties to a telephone conversation, including a first speaker; means for blocking a portion of said speech input that originates from said first speaker; and means for performing speech recognition on the remaining portion of said speech input, wherein said means for blocking, and said means for performing speech recognition, complete their operations during said telephone conversation.
Claim 14
Dependent Claim
17 words
The system of claim 10 , further comprising means for identifying key words in said remaining portion.
Claim 15
Dependent Claim
54 words
The system of claim 10 , wherein said means for blocking further comprises: means for storing voice characteristics of said first speaker; means for performing speaker recognition on said speech input; means for passing to a speech recognition function only that portion of said speech input that does not match said stored voice characteristics.
Claim 16
Dependent Claim
58 words
The system of claim 10 , wherein said means for blocking further comprises: a first speech-input device for said first speaker; means for determining whether a signal is being received from said first speech-input device; means for passing said speech input to a speech recognition function only when no signal is being received from said first speech-input device.
Claim 17
Dependent Claim
30 words
The system of claim 10 , further comprising: means for receiving a command for muting from said first speaker; and means responsive to said command, for interrupting said speech input.
Claim 18
Dependent Claim
82 words
A computer-usable medium having computer-executable instructions for handling information communicated by voice, said computer-executable instructions comprising: means for receiving speech input from a plurality of parties to a telephone conversation, including a first speaker; means for blocking a portion of said speech input that originates from said first speaker; and means for performing speech recognition on the remaining portion of said speech input, wherein said means for blocking, and said means for performing speech recognition, complete their operations during said telephone conversation.
Claim 19
Dependent Claim
82 words
A computer-usable medium having computer-executable instructions for handling information communicated by voice, said computer-executable instructions comprising: means for receiving speech input from a plurality of parties to a telephone conversation, including a first speaker; means for blocking a portion of said speech input that originates from said first speaker; and means for performing speech recognition on the remaining portion of said speech input, wherein said means for blocking, and said means for performing speech recognition, complete their operations during said telephone conversation.
Claim 20
Dependent Claim
18 words
The computer-usable medium of claim 15 , further comprising means for identifying key words in said remaining portion.
Claim 21
Dependent Claim
55 words
The computer-usable medium of claim 15 , wherein said means for blocking further comprises: means for storing voice characteristics of said first speaker; means for performing speaker recognition on said speech input; means for passing to a speech recognition function only that portion of said speech input that does not match said stored voice characteristics.
Claim 22
Dependent Claim
55 words
The computer-usable medium of claim 15 , wherein said means for blocking further comprises: means for determining whether a signal is being received from a first speech-input device for said first speaker; means for passing said speech input to a speech recognition function only when no signal is being received from said first speech-input device.
Claim 23
Dependent Claim
31 words
The computer-usable medium of claim 15 , further comprising: means for receiving a command for muting from said first speaker; and means responsive to said command, for interrupting said speech input.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2008-07-04 | 2009-01-03 | 2009-07-05 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2012-07-04 | 2013-01-03 | 2013-07-05 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2016-07-04 | 2017-01-03 | 2017-07-05 | $7700.00 | Window Closed / Lapsed |