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, and then providing user interface output to indicate the end of the on hold status.
- Monitors voice communication sessions on hold
- Detects when the session is no longer on hold
- Renders user interface output to indicate the end of the on hold status
- Can analyze audio streams to identify potential end of on hold status
- Injects response solicitation signals into the audio stream
- Monitors for responses to the solicitation signals to confirm the end of on hold status
Potential Applications: 1. Call center operations 2. Customer service interactions 3. Teleconferencing systems
Problems Solved: 1. Efficiently managing on hold status in voice communication sessions 2. Improving user experience by providing real-time status updates 3. Enhancing communication system functionality
Benefits: 1. Streamlined communication processes 2. Increased productivity in call handling 3. Enhanced user satisfaction with communication services
Commercial Applications: The technology could be utilized in call center software, telecommunication systems, and customer service platforms to improve efficiency and user experience.
Questions about Voice Communication Monitoring: 1. How does the system differentiate between on hold status and active communication? 2. What are the potential challenges in accurately detecting the end of the on hold status in a voice communication session?
Frequently Updated Research: Ongoing research in voice recognition technology and real-time audio processing could further enhance the capabilities of automated monitoring systems for 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.
