Real-time transcription and interaction with a caller based on the transcription
First Claim
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1. A method of communicating with a calling party using artificial intelligence when receiving a telephone call, comprising the steps of:
- receiving a phone call at a first network node from a calling party;
based on speech recognition of audio received from said calling party, creating a transcription of said audio received from said calling party;
transmitting audio output of at least one of;
audio based on text to speech synthesis; and
pre-recorded audio to said calling party of said telephone call;
said audio output comprising responses based on said speech recognition; and
while creating said transcription of at least some of said audio of said incoming telephone call, sending said transcription to a bidirectional transceiver at a second network node in real-time, wherein sending said transcription to said bidirectional transceiver causes a plurality of selectable elements to be exhibited on said bidirectional transceiver, wherein said selectable elements are based on preceding conversations between said calling party and said artificial intelligence;
wherein the artificial intelligence communicates with the calling party automatically and independently unless overridden by instructions from the bidirectional transceiver.
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Abstract
Receiving a telephone call to an auto-attendant, artificial intelligence, or person takes place. While this phone call is being conducted, a speech to text transcription is created and sent in real-time to another person at another network node. This person can read the transcript and interact with the phone call by sending his or her own commands, text, or speech to be made part of the phone call.
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Citations
19 Claims
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1. A method of communicating with a calling party using artificial intelligence when receiving a telephone call, comprising the steps of:
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receiving a phone call at a first network node from a calling party; based on speech recognition of audio received from said calling party, creating a transcription of said audio received from said calling party; transmitting audio output of at least one of; audio based on text to speech synthesis; and pre-recorded audio to said calling party of said telephone call; said audio output comprising responses based on said speech recognition; and while creating said transcription of at least some of said audio of said incoming telephone call, sending said transcription to a bidirectional transceiver at a second network node in real-time, wherein sending said transcription to said bidirectional transceiver causes a plurality of selectable elements to be exhibited on said bidirectional transceiver, wherein said selectable elements are based on preceding conversations between said calling party and said artificial intelligence; wherein the artificial intelligence communicates with the calling party automatically and independently unless overridden by instructions from the bidirectional transceiver. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A network switch, comprising:
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at least one phone network interface which receives phone calls from a calling party at a first network node; a physical storage medium which stores audio from said phone calls; a speech recognition engine which transcribes at least some of said audio from said phone calls; a transcription engine which transcribes at least some of said audio from said phone calls; a packet-switched data network connection which transmits audio output of at least one of; audio based on text to speech synthesis; and pre-recorded audio to said calling party of said telephone call; wherein said audio output comprises responses based on output of transcriptions from said speech recognition engine or said transcription engine; and while transcribing said at least some of said audio of said telephone call, sending said transcription to a bidirectional transceiver at a second network node in real-time, wherein sending said transcription to said bidirectional transceiver causes a plurality of selectable elements to be exhibited on said bidirectional transceiver, wherein said selectable elements are based on preceding conversations between said calling party and said artificial intelligence, wherein the artificial intelligence communicates with the calling party automatically and independently unless overridden by instructions from the bidirectional transceiver. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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Specification