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US 2015/0106092 A1Published application
System, method, and computer program for integrating voice-to-text capability into call systems
AssigneeTrevo Solutions Group LLC
InventorsMark Nolte, Ryan Calder, Benjamin Loss
Life of this patent
Estimating the term…
Abstract
An interface for handling patient requests in voice calls sent from a call system includes a voice recognition engine that processes the voice calls and generates text data based on the requests, an analytics and reporting engine that improves efficiency of the voice recognition engine, and an alarm and routing engine that formats the text data for transmitting the text data to an intended recipient.
Claims20
An interface for a call system, the interface comprising:
- a telephony engine for receiving a voice call from the call system, the voice call including a request;
- a voice recognition engine coupled with the telephony engine for analyzing the voice call and generating text data representative of at least a portion of the request;
- an analytics and reporting engine for analyzing the voice recognition engine and for reporting results of the analysis;
- and
- an alarm and routing engine for formatting the text data and for directing the text data to an alert management system configured to route the text data to a mobile device or call center for responding to the request.
2 more elements
An interface for a nurse call system, the interface comprising:
- a telephony engine for receiving a voice call sent from a patient call device of a nurse call infrastructure, the voice call including a spoken patient request;
- a voice recognition engine for processing the voice call and generating text data representative of the patient request and for adding words commonly used in patient requests to a vocabulary for improving patient request-to-text conversion accuracy and efficiency;
- an analytics and reporting engine for analyzing a success rate of voice-to-text conversion performed by the voice recognition engine, generating an analysis report of the success rate analysis, and displaying the analysis report on a graphical display;
- and
- an alarm and routing engine for formatting the text data and transmitting the text data to an alert management system for routing the text data to a mobile device of a nurse or caregiver for responding to the patient request.
2 more elements
A method for handling patient requests, the method comprising the steps of:
- transmitting a voice call containing a spoken patient request from a patient call device of a nurse call system to a patient request computer;
- transmitting the voice call from the patient request computer to a voice-to-text recognition interface having one or more computers including a non-transitory computer readable medium for storing a telephony engine and a voice recognition engine;
- automatically answering the voice call via the telephony engine if answering the voice call would not increase the number of concurrently answered voice calls to more than a pre-determined maximum number of concurrently answered voice calls;
- automatically answering the voice call only if the voice call is not answered after a pre-determined number of rings;
- transferring the voice call to a pre-determined call center if answering the voice call would increase the maximum number of concurrently answered voice calls to more than the pre-determined maximum number of concurrently answered voice calls;
- generating text data representative of at least a portion of the patient request via the voice recognition engine;
- transmitting the text data to a mobile device of a nurse or caregiver for responding to the patient request if converting the at least a portion of the patient request into text data is successful;
- transmitting the patient request to the mobile device of the nurse or caregiver in the form of a recording of the voice call if converting the at least a portion of the patient request into text data is unsuccessful;
- analyzing a success rate of voice-to-text conversion performed by the voice recognition engine;
- generating an analysis report of the success rate analysis;
- and
- displaying the analysis report on a graphical display.
9 more elements
Dependencies are inferred from the claim text.