Systems and methods for providing language interpretation

• US 7,894,596 B2
• Filed: 09/14/2006
• Issued: 02/22/2011
• Est. Priority Date: 09/13/2005
• Status: Active Grant

• Current Assignee: Language Line Services, Inc. (Teleperformance International)
• Original Assignee: Language Line Services, Inc. (Teleperformance International)
• Inventors: Moore, James L. Jr., Provenzano, Louis
• Primary Examiner(s): Gauthier; Gerald
• Application Number:
  US11/532,018
• Publication Number:
  US 20070121903A1
• Time in Patent Office: 1,622 Days
• Field of Search: 379/223, 379/203.01, 379/88.17, 379/45, 379/265.12, 379/88.05, 379/114.2, 379/265.01, 455/416, 455/407, 326/37, 348/14.09, 370/352, 705/77
• US Class Current: 379/265.12
• CPC Class Codes: G06Q 20/085 involving remote charge determination or related payment systems
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

A method and system of providing a language interpretation service is disclosed. A language interpretation number, such as an 811 number, can be provided. The language interpretation number can be used to place a telephone call to a language interpretation service for language assistance. A language interpretation telephone call is received at the language interpretation service provider from a caller speaking a first language. The caller places the language interpretation telephone call by dialing the language interpretation number. The caller has at least one business need. The first language is identified so as to provide the customer with an interpreter that can interpret between a first language and a second language. The interpreter can be associated with the language interpretation service provider. The interpreter can telephonically engage an agent representing a business entity that can service the at least one business need of the caller. The business entity is a subscriber of the language interpretation provider. The first agent speaks the second language and the interpreter interprets a conversation between the caller and the agent.

Claims

1. A method of providing language interpretation comprising:

providing a language interpretation number that services multiple languages, wherein the language interpretation number can be used to place a telephone call for language interpretation;

receiving a language interpretation telephone call at a language interpretation provider from a caller speaking a first language, wherein the caller places the language interpretation telephone call by dialing the language interpretation number;

identifying a business need of the caller;

determining a group of business entities that can each satisfy the business need of the caller;

selecting, from the group of business entities, a first business entity that is a subscriber for a subscription fee to the language interpretation provider for language interpretation for the first business entity over a second business entity that is not a subscriber for a subscription fee to the language interpretation provider for language interpretation for the second business entity;

identifying an interpreter that can interpret between the first language and a second language spoken by an agent of the first business entity; and

telephonically engaging the interpreter and the agent of the first business entity in the language interpretation telephone call, wherein the interpreter interprets a conversation between the caller and the agent of the first business entity.

2. The method of claim 1, wherein identifying the business need of the caller is performed by an interactive voice response system.

3. The method of claim 1, wherein identifying the business need of the caller is performed by the interpreter.

4. The method of claim 1, wherein identifying the business entity that can address the business need of the caller is performed by an interactive voice response system.

5. The method of claim 1, wherein identifying the business entity that can address the business need of the caller is performed by the interpreter.

6. The method of claim 1, further comprising establishing a billing that accounts a time count accruing from a time at which the language interpretation telephone call starts until a time at which the interpreter is engaged.

7. The method of claim 6, wherein the billing is paid by a government entity, a business entity, the interpretation service provider, or the caller.

8. The method of claim 1, further comprising establishing a billing that accounts a time count accruing from a time at which the interpreter is engaged until a time at which the agent representing a merchant is engaged.

9. The method of claim 8, wherein the billing is paid by a government entity, a business entity, the interpretation service provider, or the caller.

10. The method of claim 1, further comprising establishing a billing that accounts a time count accruing from a time at which the agent representing the business entity is engaged until at time at which the agent representing the business entity is disengaged.

11. The method of claim 10, wherein the billing is paid by a government entity, a business entity, the interpretation service provider, or the caller.

12. The method of claim 1, wherein the business entity is a bank, a health care provider, a government entity, an airline, a rental car agency, a hotel, a travel agency, an amusement park, a resort, a casino, a cruise line, a public transportation agency, a financial company, an insurance company, or a telecommunications company.

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

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

15. A system for providing language interpretation, comprising:

an incoming call telephonic module that receives an incoming telephone call from a caller speaking a first language, wherein a language interpretation number can be used to place the incoming telephone call to a language interpretation for language interpretation, the incoming call telephonic module being associated with a language interpretation provider, the caller being greeted in the first language by an interpreter associated with the language interpretation provider; and

an outgoing call telephonic module that permits the interpreter to telephonically engage an agent representing a first business entity, wherein the first business entity is selected over a second business entity from a group of business entities, wherein the first business entity is a subscriber for a subscription fee to the language interpretation provider for language interpretation for the first business entity, wherein second business entity is not a subscriber for a subscription fee to the language interpretation provider for language interpretation for the second business entity, wherein the agent speaks a second language and the interpreter interprets a conversation between the caller and the agent.

16. The system of claim 15, wherein the language interpretation number is a toll-free number.

17. The system of claim 15, further comprising an interactive voice response system that identifies a business need of the caller.

18. The system of claim 15, wherein a business need of the caller is identified by the interpreter.

19. The system of claim 15, further comprising an interactive voice response system that identifies the business entity that can address a business need of the caller.

20. The system of claim 15, wherein identifying the business entity that can address a business need of the caller is performed by the interpreter.

21. The system of claim 15, further comprising an accounting module that establishes a billing that accounts a time count accruing from a time at which the language interpretation telephone call starts until a time at which the interpreter is engaged.

22. The system of claim 21, wherein the billing is paid by a government entity, a business entity, the interpretation service provider, or the caller.

23. The system of claim 15, further comprising an accounting module that establishes a billing that accounts a time count accruing from a time at which the interpreter is engaged until a time at which the agent representing the merchant is engaged.

24. The system of claim 23, wherein the billing is paid by a government entity, a business entity, the interpretation service provider, or the caller.

25. The system of claim 15, further comprising an accounting module that establishes a billing that accounts a time count accruing from a time at which the agent representing the business entity is engaged until at time at which the agent representing the business entity is disengaged.

26. The system of claim 25, wherein the billing is paid by a government entity, a business entity, the interpretation service provider, or the caller.

27. The system of claim 15, wherein the language interpretation call is received through the Internet.

28. The system of claim 15, wherein the language interpretation call is received through a public switched network.

29. A method of providing a language interpretation, comprising:

providing a language interpretation number that services multiple languages, wherein the language interpretation number can be used to place a telephone call for language interpretation;

receiving a language interpretation telephone call at a language interpretation provider from a caller speaking a first language, wherein the caller places the language interpretation telephone call by dialing the language interpretation number;

identifying a business need of the caller;

determining a group of business entities that can each satisfy the business need of the caller;

selecting, from the group of business entities, a first business entity that is a subscriber for a subscription fee to the language interpretation provider for language interpretation for the first business entity over a second business entity that is not a subscriber for a subscription fee to the language interpretation provider for language interpretation for the second business entity;

identifying an interpreter that can interpret between the first language and a second language spoken by an agent of the first business entity; and

telephonically engaging the interpreter and the agent of the first business entity in the language interpretation telephone call, wherein the interpreter interprets a conversation between the caller and the agent of the first business entity.

30. The method of claim 29, wherein identifying the business need of the caller is performed by an interactive voice response system that searches a list of members of the business network.

31. The method of claim 29, wherein identifying the business need of the caller is performed by the interpreter that searches a list of members of the business network.

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

providing a three-digit language interpretation number that services multiple languages, wherein the three-digit language interpretation number can be used to place a telephone call for language interpretation;

receiving a language interpretation telephone call at a language interpretation provider from a caller speaking a first language, wherein the caller places the language interpretation telephone call by dialing the three-digit language interpretation number;

identifying a business need of the caller;

determining a group of business entities that can each satisfy the business need of the caller;

selecting, from the group of business entities, a first business entity that is a subscriber for a subscription fee to the language interpretation provider for language interpretation for the first business entity over a second business entity that is not a subscriber for a subscription fee to the language interpretation provider for language interpretation for the second business entity;

identifying an interpreter that can interpret between the first language and a second language spoken by an agent of the first business entity; and

telephonically engaging the interpreter and the agent of the first business entity in the language interpretation telephone call, wherein the interpreter interprets a conversation between the caller and the agent of the first business entity.

33. The method of claim 32, wherein identifying the business need of the caller is performed by an interactive voice response system.

34. The method of claim 32, wherein identifying the business need of the caller is performed by the interpreter.

35. The method of claim 32, wherein the three-digit language interpretation number is 811.