Google LLC (20240340373). METHODS AND APPARATUS FOR BYPASSING HOLDS simplified abstract
Contents
METHODS AND APPARATUS FOR BYPASSING HOLDS
Organization Name
Inventor(s)
Cassandra Xia of Atherton CA (US)
Luis Carlos Cobo Rus of San Francisco CA (US)
METHODS AND APPARATUS FOR BYPASSING HOLDS - A simplified explanation of the abstract
This abstract first appeared for US patent application 20240340373 titled 'METHODS AND APPARATUS FOR BYPASSING HOLDS
Simplified Explanation: The patent application describes a system for automatically monitoring a voice communication session that is on hold to determine when the session is no longer on hold.
Key Features and Innovation:
- Automated monitoring of voice communication sessions on hold
- Detection of the end of the on hold status through audio stream processing
- Injection of response solicitation signals into the audio stream
- Monitoring for responses to the solicitation signals to confirm the end of the on hold status
Potential Applications: This technology could be used in call centers, customer service departments, and any other organization that relies on voice communication sessions.
Problems Solved:
- Efficiently determining when a voice communication session is no longer on hold
- Providing real-time updates to users about the status of their communication sessions
Benefits:
- Improved user experience by providing timely information about communication session status
- Increased efficiency in managing voice communication sessions
Commercial Applications: This technology could be valuable for telecommunications companies, software developers, and any organization that handles a large volume of voice communication sessions.
Prior Art: Prior art related to this technology may include patents or research papers on automated monitoring of communication sessions.
Frequently Updated Research: Researchers may be exploring ways to enhance the accuracy and speed of detecting the end of on hold status in voice communication sessions.
Questions about Voice Communication Monitoring: 1. How does this technology improve the overall efficiency of managing voice communication sessions? 2. What are the potential challenges in implementing automated monitoring of on hold status in voice communication sessions?
Original Abstract Submitted
automated monitoring of a voice communication session, when the session is in an on hold status, to determine when the session is no longer in the on hold status. when it is determined that the session is no longer in the on hold status, user interface output is rendered that indicates that the on hold status of the session has ceased. in some implementations, an audio stream of the session can be monitored to determine, based on processing of the audio stream, a candidate end of the on hold status. in response, a response solicitation signal is injected into an outgoing portion of the audio. the audio stream can be further monitored for a response (if any) to the response solicitation signal. the response (if any) can be processed to determine whether the end of the on hold status is an actual end of the on hold status.
