US 2023/0410799 A1Published application

Voice Message and Interactive Voice Response Processing System and Method

AssigneeOpen Text Holdings, Inc.

InventorParam Jyoti Gyani

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Abstract

According to one aspect of the present disclosure, the voice message analysis system receives a voice message from a voicemail system, performs a voice-to-text transcription, and applies a set of rules to the transcription of the voice message. The actions have associated data that is used when implementing the action. The rules specify criteria for triggering various actions that map to functions of the voicemail system or other functions. The actions have associated data that is used in implementing the actions. A voice message analysis system applies the voice message analysis rules to the transcript of the voice message. Based on a determination that the voice message matches a voice message analysis rule, the voice message system implements the appropriate action, such as by programmatically calling the appropriate function of the voicemail system and providing data for the function based on the data associated with the first action.

Claims21

Dependent claims

A voice message processing system comprising:

a voicemail system, the voicemail system providing a function for voice message handling;
a voice message analysis system coupled to the voicemail system, the voice message analysis system comprising:
a data store storing a first action that corresponds to the function of the voicemail system, data associated with the first action, and a first voice message analysis rule comprising a criterion for triggering the first action;
a processor;
a non-transitory, computer-readable medium storing a set of computer-executable instructions executable by the processor, the set of computer-executable instructions comprising instructions for:
accessing a transcript of the voice message;
applying the first voice message analysis rule to the transcript of the voice message;
and
based on a determination that the voice message matches the first voice message analysis rule, interacting with the voicemail system to implement the first action, wherein interacting with the voicemail system to implement the first action comprises programmatically calling the function of the voicemail system and providing data for the function to the voicemail system based on the data associated with the first action.

6 more elements

Dependencies are inferred from the claim text.

Facts

Application: 17/749,959Filed 20 May 2022
Published: 21 Dec 2023
Term ends: Not estimatedThe source records don’t support an estimate.

Classification9 codes

G10L 15/22
Speech recognition: procedures used during a speech recognition process, e.g. man-machine dialogue
G06F 3/167
Sound input; Sound output: audio in a user interface, e.g. using voice commands for navigating, audio feedback
G10L 15/26
Speech recognition: speech to text systems
H04M 3/533
Centralised arrangements for recording incoming messages , i.e. mailbox systems: voice mail systems

Family

US 12,300,228 B2Related patent
US 2023/0410799 A1This patent

From the US filing history. Foreign family members aren’t listed.

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