Telephonic communications – Audio message storage – retrieval – or synthesis – Voice activation or recognition
Reexamination Certificate
2011-05-10
2011-05-10
Elahee, Md S (Department: 2614)
Telephonic communications
Audio message storage, retrieval, or synthesis
Voice activation or recognition
C379S092010, C379S093340, C704S246000, C705S026640
Reexamination Certificate
active
07940897
ABSTRACT:
One-to-many comparisons of callers' words and/or voice prints with known words and/or voice prints to identify any substantial matches between them. When a customer communicates with a particular entity, such as a customer service center, the system makes a recording of the real-time call including both the customer's and agent's voices. The system segments the recording to extract different words, such as words of anger. The system may also segment at least a portion of the customer's voice to create a tone profile, and it formats the segmented words and tone profiles for network transmission to a server. The server compares the customer's words and/or tone profiles with multiple known words and/or tone profiles stored on a database to determine any substantial matches. The identification of any matches may be used for a variety of purposes, such as providing representative feedback or customer follow-up.
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Khor Chin H.
Leyva Marcel
Marshall Vernon
American Express Travel Related Services Company Inc.
Elahee MD S
Snell & Wilmer L.L.P.
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