Patent Publication Number: US-2018052830-A1

Title: Unified Multilingual Communications Platform

Description:
BACKGROUND 
     Linguistic services typically include translation services, involving written materials, and interpretation services, involving live or recorded audible materials. There are times when translation and/or interpretation services may be necessary or otherwise desirable for communicating between entities, such as people, corporate or otherwise. As used herein, the term linguistic services should be understood to include translations and/or interpretations between two spoken languages, between a spoken language and a physical language (such as sign language), between two written languages, or between entities having differing education/knowledge levels or skill-sets (i.e., between a lay person and a professional, such as a healthcare professional, a lawyer, an accountant, and engineer, or the like. 
     It may be desirable that linguistic services be secure so as to maintain confidentiality 
     It may also be desirable that linguistic services be provided on an on-line platform (herein collectively referred to as Platform). 
     It may be desirable that interpreters or translators (herein collectively referred to as linguists) provide the linguistic services. 
     It may be desirable that linguists are managed either by themselves or by an organization or company (herein collectively referred to as Linguistic Service Providers, or LSP&#39;s). 
    
    
     
       DESCRIPTION OF THE FIGURES 
       For a more complete understanding of the disclosure, reference should be made to the following detailed description and accompanying drawings, wherein: 
         FIG. 1  is a flowchart illustrating operation of a unified multi-lingual communication platform (the Platform) in accordance with the present invention; 
         FIG. 2  is a block diagram illustrating a video remote interpreting tool of the Platform of  FIG. 1 ; 
         FIG. 3  is a hierarchy diagram illustrating interaction of permission levels of users within the Platform which may be utilized in accordance with the present invention; and 
         FIG. 4  is a connection diagram illustrating interconnectivity of multiple service providers and multiple service requesters which may be utilized in accordance with the present invention; and 
         FIG. 5  is a connection diagram illustrating the buyer/seller relationship between different service Providers in accordance with the present invention. 
     
    
    
     DESCRIPTION 
     While this invention is susceptible of embodiment in many different forms, there will be described herein in detail, a specific embodiment thereof with the understanding that the present disclosure is to be considered an exemplification of the principles of the invention and is not intended to limit the invention to the specific embodiment illustrated. 
     A unified multilingual communication Platform  10  for enabling language or other communication services is illustrated in  FIG. 1 . The Platform  10  language or other communication services may include translation, interpretation, education, or professional services for a variety of communication mediums, such as text, voice, video, in-person, or the like. The services may be provided through a single web and mobile-based platform driven by human talent in a secure way (e.g., in a manner to protect personal health information or “PHI”, credit card or PCI compliant). 
     The Platform  10  may provide a function to allow an entity/client (e.g., business or individual person) to place an order for a language or other communication service, such as an order for telephonic interpretation, a document translation, a video translation or interpretation, or an in-person translation or interpretation (e.g., in the business, telemedicine, education or other industries or applications). 
     The Platform  10  may further provide a function to allow a linguist or other provider to have access to and accept the order. 
     The Platform  10  may further provide, where applicable, a function to connect the client with the linguist/provider, such as through video, with additional functions such as to allow: (1) the linguist to request a team linguist for long or complex sessions; (2) limiting visibility between the client, linguist and the team linguist, such as the team linguist not being visible to the client at the request of the linguist and the team linguist and the linguist being visible to each other; and (3) the linguist to transfer the order to the team linguist or dismiss the team linguist. 
     The Platform  10  may still further provide, where applicable, having the order data enabled, such as the linguists collecting call-specific data on the client and logging the data in a secure database to be visible for search later by the linguists or client, such as using data analytics and feedback to the client. 
     The Platform  10  may still further provide uploading, translating, and proofing a document by the linguist in an efficient manner. 
     The Platform  10  may still further provide navigation tools to enable the client to monitor any linguist in transit to a specific requested location. 
     The Platform  10  may still further enable a matching between the client and the linguist based on a tier, rating, and/or cost structure. 
     The Platform  10  may provide language services for different mediums of communication (text, voice, video, person) through the same platform in a secure way. 
     The Platform  10  may be web and/or mobile based. 
     The Platform  10  may contain workflows to deliver professional machine and human translation, telephonic interpretation, on-demand and scheduled video remote interpretation and in-person interpretation in one single system. 
     The Platform  10  may provide customer-facing content that needs to be one hundred (100%) percent accurate. 
     The Platform  10  may allow entities, such as businesses, to place translation orders either from a mobile app or website. From there the Platform  10  may functionally integrate with linguists around the world, who may browse translation opportunities/jobs and begin translating right on their mobile device. 
     The Platform  10  may leverage machine translation (MT) only, machine translation with human post-editing, strictly human translation along with ancillary services that go with translation, like desk top publishing (DTP), voice over, or the like. While the Platform  10  may be free for linguists to sign up and begin searching for jobs, those linguists placing orders may or may not be required to pay per word, or otherwise, for translation services. 
     One embodiment of the Platform  10  in accordance with the present invention is illustrated in  FIG. 1 . 
     The Platform  10  may include a communication platform leveraging both Private Branch Exchange (PBX) and Session Border Controllers (SBC) technologies, to support SIP-VoiP and video connectivity. The Platform  10  may supports inbound connectivity via telephone, PC, iPad, and Android devices. Linguists may choose the end point they wish to use for services, including a proprietary soft phone, a landline, or a mobile phone. Linguists that receive calls via the Platform  10  may capture data within the browser window that are specified by clients. 
     In a first step  12 , a client may request to communicate in another language using the Platform  10 . In a decision step  14 , the Platform  10  may determine if the request is for a telephonic interpretation. If yes, the Platform  10  may send a request to a telephone system, proprietary of otherwise, supported by the Platform  10 , in a step  16 . 
     If no, the Platform  10  may pass to a decision step  18  to determine if the request is for a document translation. If yes, the Platform  10 , depending on the type of translation request (such as machine translation only, machine translation with post-editing, human translation, human translation with ancillary services, or the like) may send the translation request to a processing engine. Depending on the type of request, this processing engine may directly access a machine translator, or perform machine translation, and send to human linguists to post-edit or schedule a human translation team to work on the request. 
     If no, the Platform  10  may pass to a decision step  22 , which determines if the request is for a video translation/interpretation. If yes, the Platform  10  may send a request to a video remote system supported by the Platform  10 , which may be conventional or proprietary. 
     If no, the Platform  10  may pass to a decision step  26 , which determines if the request is for an in person interpretation. If yes, the Platform  10  may send the request to a conventional scheduling system supported by the Platform  10 . If no, the Platform  10  may ends its inquiry in a step  46 . 
     Each of these steps  16 ,  20 ,  24 , and  28  may then pass to a step  32  wherein the Platform  10  may search a database, supported by the Platform  10 , of established and available translation vendors to determine a linguist having the best rating for the potential assignment, and sends a request to the determined vendor. The vendors included on the database may monitor the Platform  10  via their respective web- connected devices, such that the determined vendor may be notified and may respond. Once a vendor has accepted the assignment, the vendor, in a step  36 , may perform the job using any method of communication requested, on-site, video, telephone, or the like. Once the job is performed, the Platform  10  may store the data file for the report in a step  38 . If telephonic of video translation, the Platform  10  may store a log file of the work performed and/or an actual recording of the telephonic/video translation. 
     The Platform  10  may then pass to a decision  40  to determine whether the file needs to be delivered to the client. If yes, a data file may be delivered to the client in a step  42 , and the Platform  10  may send financial data relating to the transaction to a conventional financial/accounting software package, such as QuickBooks, which may perform conventional accounting and billing functions. If no file need to be delivered to the client (step  40 ), the Platform may still send financial data relating to the transaction to the financial software package. At this point, the process may be completed in a step  46 . 
     In certain situations, a document, such as a form, may require translation, such as during a doctor visit, when an linguist is already on video. The linguist may read the form to the patient, in a manner understandable to the patient, and the linguist may help the patient complete the form. The linguist may read the document to the patient, for example if the patient has limited English language proficiency, and the patient may acknowledge he/she understands the document, and the Platform  10  may record the call, including the patient&#39;s acknowledgement, at that moment for later use. 
     Referring to  FIG. 2 , a block diagram illustrating a video remote interpreting tool, which may be supported on the Platform  10  and which may be utilized in accordance with the present invention, is illustrated. 
     The tool may be utilized to permit various parties, having various responsibilities and needs, to participate in video communication. 
     In the example illustrated in  FIG. 2 , assume the “caller” is a primarily English-speaking doctor consulting with a primarily non-English speaking patient (herein, an ESL patient). Assume the doctor needs to consult with, for example, two (or more) other consulting doctors (or other healthcare providers). 
     Referring to  FIG. 2 , box  50  illustrates a screen view as seen by the doctor and patient when connected to the Platform  10 . Box  52  illustrates a screen view as seen by a first linguist when connected to the Platform  10 . Box  54  illustrates a screen view as seen by a second linguist when connected to the Platform  10 . Box  56  illustrates a screen view as seen by a first consulting doctor when connected to the Platform  10 . Box  58  illustrates a screen view as seen by a second consulting doctor when connected to the Platform  10 . 
     As shown in  FIG. 2 , the doctor/ESL patient may view, in real time, either the first or second linguist, depending on which linguist is selected to be active at the time, as well as the each of the consulting doctors. Each of the consulting doctors may see the doctor/ESL patient as well as the other consulting doctor. Each of the linguists may see the other linguist, as well as the doctor/ESL patient. 
     The linguists may alternate providing interpretation services, such that each linguist may stay current with the conversation, even when not providing the interpretation service. The linguists may speak with each other, and their conversation may be blocked (i.e., not shared) with the doctor/ESL patient. 
     As noted above, the video remote interpreting tool illustrated in  FIG. 2  may also be applicable to other situations involving multiple parties requiring real time video interpretation, such as clients with lawyers, accountants, engineers, or the like. 
     The Platform  10  may allow multiple users from different organizations to conduct and transact business. 
     The Platform  10  may permit different organizations, such as Linguistic Service Providers (LSP&#39;s) to use their own branding, logos, names, titles, or other markings (i.e., white labeling) 
     The Platform  10  may permit white labeling LSP&#39;s to have an automatic subdomain created for its clients (ex: https://whitelabel.theumcp.com), which may display the white label LSP&#39;s logo. The Platform  10  may offer a tool that allows white label LSP&#39;s to change the specific subdomain to one that is more desirable. 
     Database and underlying architecture of the Platform  10  may be structured so as to permit multiple users with varying levels of permissions to interact with information captured and stored on the Platform  10 . 
     Various user roles are illustrated in  FIG. 3 . The user roles may include: Platform, or UMCP, Administrator (Platform Admin), User Administrator (User Admin), User Manager (User Manager), and the like, each having different permission levels. 
     Platform Admins may have access to the Platform  10  in order to administer other providers. 
     Other providers may purchase services without using the full branding functionality. 
     User Admins, User Managers and Client Supervisors may view all usage data associated with clients and linguists under the direct management of same. 
     User Admins, User Managers and Client Supervisors may not view any information related to another white label LSP&#39;s clients, except call data for services provided to the client directly. 
     An la carte option in the user interface (UI) of the Platform  10  may allow selection and delivery of specific linguistic services based on the requirements of the particular white-label LSP. A la carte settings may be set by the Platform Admin. 
     A la carte options may include:
         a) LSP white-labeling of: OPI (over phone interpretation)/VRI (video remote interpretation)/Translation/Scheduling;   b) Cost, Pricing and Revenue tools for services offered to a white label LSP for easy tabulation and reporting;   c) Opt-in option of a white label LSP to receive support services from another LSP, as shown in  FIG. 4  and  FIG. 5 ; and   d) Opt-in option to connect LSP&#39;s together to allow linguist sharing.       

     Opt-in choices may include:
         a) Ability to select LSP, by language, and by language-skill;   b) Price fields for linguists to include “wholesale” rates to be referenced when the Platform calculates costs for services sold to other Providers (VRI and OPI);   c) Architecture and logic so service requests from an LSP&#39;s own clients are first routed to the same LSP&#39;s, before being routed to the linguists of a support LSP.   d) This should function on a per-language/skill basis. For example, if LSP A has coverage for Spanish-Medical, but not Spanish-Mental Health. If the client of LSP A searches for Spanish-Mental Health, this client will be routed to the appropriate LSP support vendor.   e) The ability to “blacklist” a specific linguist from a specific LSP Provider or a specific client.       

     Linguist Rating: The Platform  10  may permit clients of a particular LSP to provide feedback on a particular linguist through the Platform  10 . This feedback may be reflected in a rating, which may be visible to the User Admin and User Managers of the particular LSP. 
     Optionally, LSP A (or the Platform Admin) may offer an opt-in option to permit LSP providers B, C, etc., that are buying support services from LSP A, to see the ratings, left by any and all clients, for linguists that LSP&#39;s B, C, etc., are selling. 
     Provider Rating: When LSP A buys support services from LSP B, LSP A may have an option to assign a rating to LSP B, and LSP B may have an option to assign a rating to LSP A. 
     Ratings: If a rating system is used, and a better rating is received, the Platform  10  may permit a more highly rated LSP to receive rollover calls before the LSP with the lower rating. 
     Support—Hours of Coverage: The Platform  10  may permit LSP A to schedule coverage and rollover services. This on/off scheduling logic may allow a white-label LSP to pause coverage or set hours of coverage from support provider. Note: multiple agencies may be used as support vendors or not. It is the purchasing LSP&#39;s choice. 
     The Platform  10  may transcribe all calls. The Platform  10  may align both source and target languages to form a translation memory (TM) by context. This speech to text and alignment of source and target languages is data rich. This machine transcription (MT) may be followed by human clean up if needed. This collected data can now be used for:
         a) Machine learning about non-Eng (non source language) members (callers);   b) Use artificial intelligence (AI) to determine patterns in calls and caller needs;   c) This topic specific TM created may feed that language-subject specific MT tools to provide better output for translations. So, time to market for translations has decreased.   d) This TM created can now be used to build a foreign language Avatar that can now decrease the need for linguists as it can handle a LSP member through many of similar questions       

     It is to be understood that this disclosure is not intended to limit the invention to any particular form described, but to the contrary, the invention is intended to include all modifications, alternatives and equivalents falling within the spirit and scope of the invention as defined by the appended claims.