Answering machine detection

• US 10,447,854 B2
• Filed: 02/21/2017
• Issued: 10/15/2019
• Est. Priority Date: 03/10/2011
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bouzid, Ahmed Tewfik, Durgani, Prakash Bhagwan, Huang, Lei, Lu, Charles Qichi, Ma, Rong, Snitkovsky, Vadim
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Pope, Kharye
• Application Number:
  US15/438,593
• Publication Number:
  US 20170163804A1
• Time in Patent Office: 966 Days
• Field of Search: 37926607, 37926608, 3792011, 379 8801, 370352, 370353, 370354, 370355, 370356, 370357
• CPC Class Codes: G10L 25/51 for comparison or discrimination
• CPC Class Codes: G10L 25/78 Detection of presence or absence of voice signals switching of direction of transmission by voice frequency in two-way loud-speaking telephone systems H04M9/10
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 2242/18 Automated outdialling systems
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.

Claims

1. A method comprising:

receiving, by a processor, a first value for a particular parameter for a first call type, and a second value for the particular parameter for a second call type different from the first call type, the second value differing from the first value, the first and second values being input via a graphical user interface;

identifying, by a processor, the first value received for the particular parameter for the first call type;

placing a first call of the first call type to a first communications device;

receiving a first response to the first call from a first call recipient associated with the first communications device;

determining, based on the first value received for the particular parameter, whether the first call recipient is at least one of a human or a machine;

handling the first call in a first manner in response to the first call recipient being determined to be a human;

handling the first call in a second manner that is different from the first manner in response to the first call recipient being determined to be a machine;

identifying, by the processor, the second value received for the particular parameter for the second call type different from the first call type, wherein the second value differs from the first value;

placing a second call of the second call type to a second communications device;

receiving a second response to the second call from a second call recipient associated with the second communications device;

determining, based on the second value received for the particular parameter, whether the second call recipient is at least one of a human or a machine;

handling the second call in the first manner in response to the second call recipient being determined to be a human; and

handling the second call in the second manner that is different from the first manner in response to the second call recipient being determined to be a machine.

2. The method of claim 1, wherein the particular parameter includes a maximum time out parameter that indicates a maximum time allowed for processing the received first or second response before a determination is made that the first or second call recipient is a machine, and

wherein determining whether the first or second call recipient is a human or a machine comprises determining that the first or second call recipient is a machine in response to the processing of the received first or second response failing to result in a determination that the first or second call recipient is a human or a machine prior to lapse of a time interval equal to the maximum time allowed.

3. The method of claim 1, wherein the particular parameter includes a touch tone parameter that indicates that detection of a dual-tone multi-frequency (DTMF) tone in the received first or second response results in determining that the first or second call recipient is a machine, and

wherein determining whether the first or second call recipient is a human or a machine comprises determining that the first or second call recipient is a machine in response to detection of a DTMF tone in the received first or second response, based on the touch tone parameter being selected.

4. The method of claim 1, wherein the particular parameter includes a noise parameter that indicates that a detection of background noise in the received first or second response within a time window subsequent to call pickup and prior to initial detection of speech results in determining that the first or second call recipient is a human, and

wherein determining whether the first or second call recipient is a human or a machine comprises determining that the call first or second recipient is a human in response to the detection of the background noise within the time window, based on the noise parameter being selected.

5. The method of claim 1, wherein the particular parameter includes a silence parameter that indicates that, subsequent to speech being initially detected in the received first or second response, detection of a silence in the received response having a duration longer than a predetermined threshold results in determining that the first or second call recipient is a human, and

wherein determining whether the first or second call recipient is a human or a machine comprises determining that the first or second call recipient is a human in response to detecting the silence in the received first or second response subsequent to initial detection of speech in the received response, based on the silence parameter being selected.

6. The method of claim 1, wherein the particular parameter includes a beep time out parameter that indicates a maximum window of time during which monitoring the received first or second response for an audio beep sound will occur and during which time no message will be sent to the first or second call recipient, the maximum window of time beginning after detecting a last spoken word in the received first or second response and ending a predetermined time later, and

wherein determining whether the first or second call recipient is a human or a machine comprises determining that the first or second call recipient is a machine in response to detecting an audio beep in the received response at a time subsequent to the detected last spoken word but prior to the predetermined time, based on the beep time out parameter being selected.

7. The method of claim 1, wherein the particular parameter includes a word count parameter that indicates that spoken words in the received first or second response will be counted and that, if a number of spoken words exceeds a predetermined threshold, a determination will be made that the first or second call recipient is a machine, and

wherein determining whether the first or second call recipient is a human or a machine comprises determining that the first or second call recipient is a machine in response to the number of spoken words exceeding the predetermined threshold, based on the word count parameter being selected.

8. The method of claim 1, wherein the particular parameter includes a no speech parameter that indicates that, subsequent to the first or second call being answered, detection of no speech in the received first or second response having a duration longer than a predetermined threshold results in determining that the first or second call recipient is a machine, and

wherein determining whether the first or second call recipient is a human or a machine comprises determining that the first or second call recipient is a machine in response to detecting no speech in the received first or second response subsequent to the first or second call being picked up, based on the no speech parameter being selected.

9. The method of claim 1, further comprising providing, by the processor, a graphical user interface for prompting a first or second user to configure the particular parameter.

10. The method of claim 9, wherein the graphical user interface is a web-enabled interface.

21. The method claim 1, wherein the first or second call type is selected from a group consisting of a campaign call type, notification call type, and an autodialer call type.

11. A system comprising:

one or more processors; and

memory coupled to the one or more processors, the memory including instructions that, when executed by the one or more processors, cause the one or more processors to respectively;

receive a first value for a particular parameter for a first call type, and a second value for the particular parameter for a second call type different from the first call type, the second value differing from the first value, the first and second values being input via a graphical user interface;

identify the first value received for the particular parameter for the first call type;

place a first call of the first call type to the first communications device;

receive a first response to the first call from a first call recipient associated with the first communications device;

determine, based on the first value received for the particular parameter, whether the first call recipient is at least one of a human or a machine;

handle the first call in a first manner in response to the first call recipient being determined to be a human;

handle the first call in a second manner that is different from the first manner in response to the first call recipient being determined to be a machine;

identify the second value received for the particular parameter for a second call type different from the first call type, wherein the second value differs from the first value;

place a second call of the second call type to a second communications device;

receive a second response to the second call from a second call recipient associated with the second communications device;

determine, based on the second value received for the particular parameter, whether the second call recipient is at least one of a human or a machine;

handle the second call in the first manner in response to the second call recipient being determined to be a human; and

handle the second call in the second manner that is different from the first manner in response to the second call recipient being determined to be a machine.

12. The system of claim 11, wherein the particular parameter includes a maximum time out parameter that indicates a maximum time allowed for processing the received first or second response before a determination is made that the first or second call recipient is a machine, and

wherein the instructions that cause the one or more processors to determine whether the first or second call recipient is a human or a machine include instructions that cause the one or more processors to determine that the first or second call recipient is a machine in response to the processing of the received first or second response failing to result in a determination that the first or second call recipient is a human or a machine prior to lapse of a time interval equal to the maximum time allowed.

13. The system of claim 11, wherein the particular parameter includes a touch tone parameter that indicates that detection of a dual-tone multi-frequency (DTMF) tone in the received first or second response results in determining that the first or second call recipient is a machine, and

wherein the instructions that cause the one or more processors to determine whether the first or second call recipient is a human or a machine include instructions that cause the one or more processors to determine that the first or second call recipient is a machine in response to detecting a DTMF tone in the received first or second response, based on the touch tone parameter being selected.

14. The system of claim 11, wherein the particular parameter includes a noise parameter that indicates that a detection of background noise in the received first or second response within a time window subsequent to call pickup and prior to initial detection of speech results in determining that the first or second call recipient is a human, and

wherein the instructions that cause the one or more processors to determine whether the first or second call recipient is a human a machine include instructions that cause the one or more processors to perform operations comprising determining that the first or second call recipient is a human in response to the detection of the background noise within the time window, based on the noise parameter being selected.

15. The system of claim 11, wherein the particular parameter includes a silence parameter that indicates that, subsequent to speech being initially detected in the received first or second response, detection of a silence in the received response having a duration longer than a predetermined threshold results in determining that the first or second call recipient is a human, and

wherein the instructions that cause the one or more processors to determine whether the first or second call recipient is a human or a machine include instructions that cause the one or more processors to determine that the first or second call recipient is a human in response to detecting the silence in the received first or second response subsequent to initial detection of speech in the received first or second response, based on the silence parameter being selected.

16. The system of claim 11, wherein the particular parameter includes a beep time out parameter that indicates a maximum window of time during which monitoring the received first or second response for an audio beep sound will occur and during which time no message will be sent to the first or second call recipient, the maximum window of time beginning after detecting a last spoken word in the received first or second response and ending a predetermined time later, and

wherein the instructions that cause the one or more processors to determine whether the first or second call recipient is a human or a machine include instructions that cause the one or more processors to determine that the first or second call recipient is a machine in response to detecting an audio beep in the received first or second response at a time subsequent to the detected last spoken word but prior to the predetermined time, based on the beep time out parameter being selected.

17. The system of claim 11, wherein the particular parameter includes a word count parameter that indicates that spoken words in the received first or second response will be counted and that, if a number of spoken words exceeds a predetermined threshold, a determination will be made that the call recipient is a machine in response to the number of spoken words exceeding a predetermined threshold, and

wherein the instructions that cause the one or more processors to determine whether the call recipient is a human or a machine include instructions that cause the one or more processors to determine that the call recipient is a machine in response to the number of spoken words exceeding the predetermined threshold, based on the word count parameter being selected.

18. The system of claim 11, wherein the particular parameter includes a no speech parameter that indicates that, subsequent to the call being answered, detection of no speech in the received first or second response having a duration longer than a predetermined threshold results in determining that the first or second call recipient is a machine, and

wherein the instructions that cause the one or more processors to determine whether the first or second call recipient is a human or a machine include instructions that cause the one or more processors to determine that the call recipient is a machine in response to detecting no speech in the received first or second response subsequent to the call being picked up, based on the no speech parameter being selected.

19. The system of claim 11, wherein the instructions further cause the one or more processors to provide a graphical user interface for prompting a first or second user to configure the particular parameter.

20. The system of claim 19, wherein the graphical user interface is a web-enabled interface.

22. The system of claim 11, wherein the first or second call type is selected from a group consisting of a campaign call type, notification call type, and an autodialer call type.