SYSTEM AND METHOD FOR IMPROVING VOICE COMMUNICATION OVER A NETWORK

• US 20140214426A1
• Filed: 08/12/2013
• Published: 07/31/2014
• Est. Priority Date: 01/29/2013
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Kanevsky, Dimitri, Nesbitt, Pamela A., Sainath, Tara N., Woodward, Elizabeth V.
• Granted Patent: US 9,293,133 B2
• Time in Patent Office: Days
• US Class Current: 704/257
• CPC Class Codes: G10L 15/08 Speech classification or search
• CPC Class Codes: G10L 15/18 using natural language modelling
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 21/003 Changing voice quality, e.g. pitch or formants
• CPC Class Codes: G10L 21/02 Speech enhancement, e.g. noise reduction or echo cancellation reducing echo effects in line transmission systems H04B3/20; echo suppression in hands-free telephones H04M9/08
• CPC Class Codes: G10L 21/057 for improving intelligibility
• CPC Class Codes: G10L 25/60 for measuring the quality of voice signals
• 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

Abstract

Systems and methods for improving communication over a network are provided. A system for improving communication over a network, comprises a detection module capable of detecting data indicating a problem with a communication between at least two participants communicating via communication devices over the network, a management module capable of analyzing the data to determine whether a participant is dissatisfied with the communication, wherein the management module includes a determining module capable of determining that the participant is dissatisfied, and identifying an event causing the dissatisfaction, and a resolution module capable of providing a solution for eliminating the problem.

Claims

1. A system for improving communication over a network, comprising:

a detection module capable of detecting data indicating a problem with a communication between at least two participants communicating via communication devices over the network;

a management module capable of analyzing the data to determine whether a participant is dissatisfied with the communication, wherein the management module includes;

a determining module capable of determining that the participant is dissatisfied, and identifying an event causing the dissatisfaction, and

a resolution module capable of providing a solution for eliminating the problem.

2. The system of claim 1, wherein the resolution module comprises a matching module capable of finding a solution from a database that corresponds to the event causing the dissatisfaction.

3. The system of claim 1, wherein the data comprises at least part of a dialogue between the at least two participants, the part of the dialogue including at least one of a keyword or a key phrase recognized as an indicator of the problem.

4. The system of claim 1, wherein the data comprises biometric data, and the system comprises at least one biometric sensor respectively connected with each of the communication devices for capturing the biometric data.

5. The system of claim 1, wherein the data comprises location information of the participants.

6. The system of claim 1, wherein the data comprises at least one speech pattern of a participant.

7. The system of claim 1, wherein the management module comprises at least one of a natural language processor and an automatic speech recognition module.

8. The system of claim 1, wherein the management module comprises a classification module capable of classifying the data into events causing the dissatisfaction.

9. The system of claim 1, further comprising a speech to text module capable of converting speech from a first participant into text prior to reception of the speech by a second participant, wherein the text is displayed on a communication device of the second participant.

10. The system of claim 1, wherein the resolution module is capable of at least one of filtering speech impediments, changing an accent, and changing a rate of speech from a first participant prior to reception of the speech by a second participant.

11. An article of manufacture comprising a computer readable storage medium comprising program code tangibly embodied thereon, which when executed by a computer, performs method steps for improving communication over a network, the method steps comprising:

monitoring the communication between participants over the network to detect data indicating a problem with the communication;

analyzing the data to determine whether a participant is dissatisfied with the communication; and

if it is determined that the participant is dissatisfied, identifying an event causing the dissatisfaction, and providing a solution for eliminating the problem.

12. An apparatus for improving communication over a network, comprising:

a memory; and

a processor coupled to the memory and configured to execute code stored in the memory for;

monitoring the communication between participants over the network to detect data indicating a problem with the communication;

analyzing the data to determine whether a participant is dissatisfied with the communication; and

if it is determined that the participant is dissatisfied, identifying an event causing the dissatisfaction, and providing a solution for eliminating the problem.