Computer-implemented system and method for transcribing verbal messages
First Claim
1. A computer-implemented system for transcribing verbal messages, comprising:
- an inbound message processor to receive verbal messages each comprising audio content;
a split and merge message processor to divide the verbal message into segments prior to generating automatically recognized text;
a speech recognizer to generate the automatically recognized text for the audio content of at least one of the verbal messages and to obtain the automatically recognized text for each segment;
a pattern matcher to determine whether two or more of the segments share a common format;
a transmission module to provide the segments without a common format to a human agent and at least one other human agent;
a time threshold module to apply a turn-around processing time to the verbal message;
a transfer module to transfer the automatically recognized text and verbal message to the human agent when an expected processing time of the verbal message is below the turn-around processing time;
an editing module to replace at least a portion of the automatically recognized text with manual transcription from the human agent;
a post-processor to generate post-processed text from the automatically recognized text of the segments that share a common format, of the automatically recognized text of the segments without a common format that have not been replaced, and of the manual transcription from the human agent; and
a transmission module to perform at least one of transmitting the post-processed text to a user via email, delivering the post-processed text to a user via short message service, and supplying the post-processed text to a user via an application program interface.
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Accused Products
Abstract
A computer-implemented system and method for transcribing verbal messages is provided. Verbal messages each comprising audio content are received. Automatically recognized text is generated for the audio content of at least one of the verbal messages. A turn-around processing time is applied to the verbal message. The automatically recognized text and verbal message are transferred to a human agent when an expected processing time of the verbal message satisfies the turn-around processing time. At least a portion of the automatically recognized text is replaced with manual transcription from the human agent. The automatically recognized text and manual transcription are provided as a text message.
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Citations
16 Claims
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1. A computer-implemented system for transcribing verbal messages, comprising:
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an inbound message processor to receive verbal messages each comprising audio content; a split and merge message processor to divide the verbal message into segments prior to generating automatically recognized text; a speech recognizer to generate the automatically recognized text for the audio content of at least one of the verbal messages and to obtain the automatically recognized text for each segment; a pattern matcher to determine whether two or more of the segments share a common format; a transmission module to provide the segments without a common format to a human agent and at least one other human agent; a time threshold module to apply a turn-around processing time to the verbal message; a transfer module to transfer the automatically recognized text and verbal message to the human agent when an expected processing time of the verbal message is below the turn-around processing time; an editing module to replace at least a portion of the automatically recognized text with manual transcription from the human agent; a post-processor to generate post-processed text from the automatically recognized text of the segments that share a common format, of the automatically recognized text of the segments without a common format that have not been replaced, and of the manual transcription from the human agent; and a transmission module to perform at least one of transmitting the post-processed text to a user via email, delivering the post-processed text to a user via short message service, and supplying the post-processed text to a user via an application program interface. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer-implemented method for transcribing verbal messages, comprising:
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receiving verbal messages each comprising audio content; generating automatically recognized text for the audio content of at least one of the verbal messages; dividing the verbal message into segments prior to generating the automatically recognized text; obtaining the automatically recognized text for each segment; determining whether two or more of the segments share a common format; providing the segments without a common format to a human agent and at least one other human agent; and applying a turn-around processing time to the verbal message; transferring the automatically recognized text and the verbal message to the human agent when an expected processing time of the verbal message is below the turn-around processing time; replacing at least a portion of the automatically recognized text with manual transcription from the human agent; generating, via a post-processor, post-processed text from the automatically recognized text of the segments that share a common format, of the automatically recognized text of the segments without a common format that have not been replaced, and of the manual transcription from the human agent; and performing at least one of transmitting the post-processed text to a user via email, delivering the post-processed text to a user via short message service, and supplying the post-processed text to a user via an application program interface. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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Specification