SYSTEMS AND METHODS FOR PROVIDING RELAYED LANGUAGE INTERPRETATION

• US 20080086681A1
• Filed: 09/22/2006
• Published: 04/10/2008
• Est. Priority Date: 09/22/2006
• Status: Active Grant

• Current Assignee: Language Line Services, Inc. (Teleperformance SE)
• Original Assignee: Language Line Services, Inc. (Teleperformance SE)
• Inventors: STERNS, THOMAS
• Granted Patent: US 7,773,738 B2
• Time in Patent Office: Days
• US Class Current: 715/236
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

Systems and methods disclosed herein to provide relayed language interpretation are disclosed herein. The relayed language interpretation permits a caller to communicate with a third party. A language interpretation call is received from a caller at a language interpretation provider. A caller language corresponding to a language spoken of the caller is determined. A first interpreter that speaks the caller language and a base language is engaged to the language interpretation call. An indication from the caller that the caller needs interpretation between the caller language and a third-party language is received. The first interpreter is permitted to engage a second interpreter that speaks the base language and the third-party language. The second interpreter is engaged to the language interpretation call. The third party is engaged to the language interpretation call. Over-the-phone interpretation of the caller language and the third-party language is performed.

Claims

1. A method of providing a relayed language interpretation service to permit a caller to communicate with a third party, comprising:

receiving a language interpretation call from a caller at a language interpretation provider;

determining a caller language corresponding to a language spoken of the caller;

engaging a first interpreter that speaks the caller language and a base language;

receiving an indication from the caller that the caller needs interpretation between the caller language and a third-party language;

permitting the first interpreter to engage a second interpreter that speaks the base language and the third-party language;

engaging the second interpreter to the language interpretation call;

engaging the third-party to the language interpretation call; and

permitting over-the-phone interpretation of the caller language and the third-party language.

2. The method of claim 1, wherein the language interpretation call is received through a public switched network.

3. The method of claim 1, wherein the language interpretation call is received through the Internet.

4. The method of claim 1, wherein identifying the language of the caller is performed by an interactive voice response system.

5. The method of claim 1, wherein identifying the language of the caller comprises matching the telephone number of the caller to a number in a database that stores telephone numbers and corresponding languages.

6. The method of claim 1, wherein the base language is English, French or Spanish.

7. The method of claim 1, wherein engaging the second interpreter to the language interpretation call comprises utilizing one or more DTMF tones.

8. The method of claim 1, wherein receiving the indication from the caller comprises receiving the indication from the caller through an interactive voice response system.

9. The method of claim 1, wherein permitting over-the-phone interpretation between the language of the caller and the third-party language further comprises:

receiving a message from the caller;

interpreting the message from a caller language to the base language;

interpreting the message from the base language to the third-party language; and

providing the message in the third-party language to the third party.

10. The method of claim 9, wherein the message is an oral message.

11. The method of claim 1, wherein engaging the third party to the language interpretation call comprises requesting the caller to connect the third party to the language interpretation call.

12. The method of claim 1, wherein engaging the third party to the language interpretation call comprises dialing a telephone number of the third party.

13. A method of providing a relayed language interpretation service, comprising:

receiving a language interpretation call from a caller at a language interpretation provider;

receiving a caller indication of a need to communicate with a third party via live interpretation of a caller language and a third-party language;

identifying a first interpreter that can interpret between the caller language and a base language;

identifying a second interpreter that can interpret between the base language and the third-party language;

engaging the first interpreter to the language interpretation call;

engaging the second interpreter to the language interpretation call;

engaging the third party to the language interpretation call; and

permitting live interpretation between the caller language and the third-party language.

14. The method of claim 13, wherein the language interpretation call is received through a public switched network.

15. The method of claim 13, wherein the language interpretation call is received through the Internet.

16. The method of claim 13, wherein receiving the caller indication of the language of the caller is performed by an interactive voice response system.

17. The method of claim 13, wherein receiving the caller indication of the language of the caller comprises matching the telephone number of the caller to a number in a database that stores telephone numbers and corresponding languages.

18. The method of claim 13, wherein the base language is English, French or Spanish.

19. The method of claim 13, wherein permitting over-the-phone interpretation between the language of the caller and the third-party language further comprises:

receiving a message from the caller;

interpreting the message from a caller language to the base language;

interpreting the message from the base language to the third-party language; and

providing the message in the third-party language to the third party.

20. The method of claim 19, wherein the message is an oral message.

21. The method of claim 13, wherein engaging the third party to the language interpretation call comprises requesting the caller to connect the third party to the language interpretation call.

22. The method of claim 13, wherein engaging the third party to the language interpretation call comprises dialing a telephone number of the third party.

23. A system of providing a relayed language interpretation service to permit a caller to communicate with a third party, comprising:

a call processing module that receives a language interpretation call from a caller, the call processing module further configured to receive an indication from the caller that the caller needs interpretation between caller language spoken by the caller and a third-party language, wherein the call processing module is configured to identify a first interpreter that speaks the caller language and a base language, and is further configured to identify a second interpreter that speaks the base language and the third-party language;

a first interpreter telephonic device that permits the first interpreter to engage in the language interpretation call, wherein the first interpreter telephonic device is configured to receive an input from the first interpreter to permit the first interpreter to engage a second interpreter that speaks the base language and the third-party language, and

a second interpreter telephonic device that permits the second interpreter to engage in the language interpretation call.

24. The system of claim 23, wherein the language interpretation call is received through a public switched network.

25. The system of claim 23, wherein the language interpretation call is received through the Internet.

26. The system of claim 23, wherein the base language is English, French or Spanish.