US5014303A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Operator services using speech processing
Assignee: Intellectual Ventures II LLC
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Filing: 1989-12-18
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Granted: 1991-05-07
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Expires: 2009-12-18
Abstract
Abstract Speech compression technology is utilized to reduce the average working time of an operator on directory assistance calls. In particular, a directory assistance call arriving at an automatic call distributor via a directory assistance trunk is first processed by a speech processing system to compress the initial request for a telephone number. The speech processing system is then connected to an operator position to transmit the processed initial order thereto.
Inventors
- 👤 George A. Velius
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-23 18:49
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5166; H04M3/487; H04M3/493; H04M3/4931; H04M2201/00; H04M2201/40; H04M3/523
Claims Analysis
Total Claims: 15
Claim 1
Independent Claim
114 words
A method for processing a directory assistance call comprising the steps of receiving a call from a subscriber at an automatic call distributor via an incoming trunk, utilizing said automatic call distributor to connect said call to a speech processing system, receiving at said speech processing system an initial request for a telephone listing spoken by said subscriber and processing said initial request to shorten the time it takes for an operator to hear the initial request, and connecting said speech processing system via said automatic call distributor to a specific operator out of a plurality of operators and playing for said specific operator said initial request as processed by said speech processing system.
Claim 2
Independent Claim
114 words
A method for processing a directory assistance call comprising the steps of receiving a call from a subscriber at an automatic call distributor via an incoming trunk, utilizing said automatic call distributor to connect said call to a speech processing system, receiving at said speech processing system an initial request for a telephone listing spoken by said subscriber and processing said initial request to shorten the time it takes for an operator to hear the initial request, and connecting said speech processing system via said automatic call distributor to a specific operator out of a plurality of operators and playing for said specific operator said initial request as processed by said speech processing system.
Claim 3
Dependent Claim
53 words
The method of claim 1 wherein said method further comprises: after said call is connected to said speech processing system, placing a bid by said speech processing system via said automatic call distributor for an operator out of said plurality of available operators, and queuing said bid until said specific operator is available.
Claim 4
Dependent Claim
24 words
The method of claim 1 wherein after said call is connected to said speech processing system a generic greeting is played for said subscriber.
Claim 5
Dependent Claim
27 words
The method of claim 1 wherein after said specific operator receives said shortened initial request, a communication path is established between said specific operator and said subscriber.
Claim 6
Dependent Claim
49 words
The method of claim 1 wherein said processing step comprises spectrally analyzing the speech signal comprising the initial request, deleting brief periods of silence, determining the rate of change of the speech signal spectrum and eliminating redundant information, and automatically recognizing particular words or phrases in said initial request.
Claim 7
Dependent Claim
14 words
The method of claim 1 wherein said processing step comprises compressing said initial request.
Claim 8
Independent Claim
88 words
A method for processing calls comprising the steps of: receiving each of said calls at a speech processing system before connecting each of said calls to a specific operator out of a plurality of operators, processing at said speech processing system an initial request of each of said calls to shorten the time required by an operator to hear the initial request, and transmitting the shortened initial request formed as a result of said processing step for each of said calls to a specific one of said operators.
Claim 9
Independent Claim
88 words
A method for processing calls comprising the steps of: receiving each of said calls at a speech processing system before connecting each of said calls to a specific operator out of a plurality of operators, processing at said speech processing system an initial request of each of said calls to shorten the time required by an operator to hear the initial request, and transmitting the shortened initial request formed as a result of said processing step for each of said calls to a specific one of said operators.
Claim 10
Dependent Claim
29 words
The method of claim 7 wherein said method further comprises after each call is connected to a specific operator, connecting said specific operator to the subscriber initiating the call.
Claim 11
Independent Claim
109 words
A method for processing service calls to be routed to an available operator out of a plurality of operators to reduce the average operator working time on each of said service calls, said method comprising the steps of: receiving each of said service calls at a speech processing system before connecting each of said service calls to a specific one of said operators, compressing at said speech processing system an initial service request forming part of each of said service calls, and transmitting a compressed initial service request formed as a result of said compressing step for each of said service calls to a specific one of said operators.
Claim 12
Independent Claim
109 words
A method for processing service calls to be routed to an available operator out of a plurality of operators to reduce the average operator working time on each of said service calls, said method comprising the steps of: receiving each of said service calls at a speech processing system before connecting each of said service calls to a specific one of said operators, compressing at said speech processing system an initial service request forming part of each of said service calls, and transmitting a compressed initial service request formed as a result of said compressing step for each of said service calls to a specific one of said operators.
Claim 13
Independent Claim
112 words
A device for processing service calls transmitted by a telephone network comprising, speech processing means including means for shortening speech, and call distribution means in communication with said speech processing means and including means for receiving said service calls from said telephone network, means for connecting said service calls to said speech processing means so that said shortening means can shorten spoken initial service requests contained in said calls, and means for connecting said speech processing means to a specific operator position out of a plurality of operator positions for each of said calls so that an operator can hear each of said initial service requests as shortened by said shortening means.
Claim 14
Independent Claim
112 words
A device for processing service calls transmitted by a telephone network comprising, speech processing means including means for shortening speech, and call distribution means in communication with said speech processing means and including means for receiving said service calls from said telephone network, means for connecting said service calls to said speech processing means so that said shortening means can shorten spoken initial service requests contained in said calls, and means for connecting said speech processing means to a specific operator position out of a plurality of operator positions for each of said calls so that an operator can hear each of said initial service requests as shortened by said shortening means.
Claim 15
Dependent Claim
14 words
The device of claim 10 wherein said shortening means comprises means for compressing speech.
References Cited (Backward Citations)
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 1994-05-06 | 1994-11-05 | 1995-05-07 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 1998-05-06 | 1998-11-05 | 1999-05-07 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2002-05-06 | 2002-11-05 | 2003-05-07 | $7700.00 | Window Closed / Lapsed |