Vernon Glen Marshall

US Patent:

20170111504, Apr 20, 2017

Filed:

Dec 26, 2016

Appl. No.:

15/390651

Inventors:

- Wilmington DE, US
Marcel Leyva - Chandler AZ, US
Vernon Marshall - Montclair NJ, US

International Classification:

H04M 3/51
G10L 17/02
G10L 17/26
G10L 25/63

Abstract:

One-to-many comparisons of callers' words and/or voice prints with known words and/or voice prints to identify any substantial matches between them. When a customer communicates with a particular entity, such as a customer service center, the system makes a recording of the real-time call including both the customer's and agent's voices. The system segments the recording to extract different words, such as words of anger. The system may also segment at least a portion of the customer's voice to create a tone profile, and it formats the segmented words and tone profiles for network transmission to a server. The server compares the customer's words and/or tone profiles with multiple known words and/or tone profiles stored on a database to determine any substantial matches. The identification of any matches may be used for a variety of purposes, such as providing representative feedback or customer follow-up.

US Patent:

20160117684, Apr 28, 2016

Filed:

Jan 7, 2016

Appl. No.:

14/990393

Inventors:

- Wilmington DE, US
Marcel Leyva - Chandler AZ, US
Vernon Marshall - Montclair NJ, US

International Classification:

G06Q 30/00
G06Q 30/02
G10L 17/26
H04M 3/51
G10L 25/63
G10L 17/02

Abstract:

One-to-many comparisons of callers' words and/or voice prints with known words and/or voice prints to identify any substantial matches between them. When a customer communicates with a particular entity, such as a customer service center, the system makes a recording of the real-time call including both the customer's and agent's voices. The system segments the recording to extract different words, such as words of anger. The system may also segment at least a portion of the customer's voice to create a tone profile, and it formats the segmented words and tone profiles for network transmission to a server. The server compares the customer's words and/or tone profiles with multiple known words and/or tone profiles stored on a database to determine any substantial matches. The identification of any matches may be used for a variety of purposes, such as providing representative feedback or customer follow-up.

US Patent:

20150317641, Nov 5, 2015

Filed:

Jun 8, 2015

Appl. No.:

14/733765

Inventors:

- Wilmington DE, US
Marcel Leyva - Chandler AZ, US
Vernon Marshall - Montclair NJ, US

International Classification:

G06Q 30/00
G10L 25/48

Abstract:

One-to-many comparisons of callers' words and/or voice prints with known words and/or voice prints to identify any substantial matches between them. When a customer communicates with a particular entity, such as a customer service center, the system makes a recording of the real-time call including both the customer's and agent's voices. The system segments the recording to extract different words, such as words of anger. The system may also segment at least a portion of the customer's voice to create a tone profile, and it formats the segmented words and tone profiles for network transmission to a server. The server compares the customer's words and/or tone profiles with multiple known words and/or tone profiles stored on a database to determine any substantial matches. The identification of any matches may be used for a variety of purposes, such as providing representative feedback or customer follow-up.