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    System And Method For Processing Call Data
    2.
    发明申请
    System And Method For Processing Call Data 有权
    用于处理呼叫数据的系统和方法

    公开(公告)号：US20160205249A1

    公开(公告)日：2016-07-14

    申请号：US15067101

    申请日：2016-03-10

    Applicant: Intellisist, Inc.

    Inventor： Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

    IPC: H04M3/51 ,  G10L15/26

    CPC classification number: H04M3/5166 ,  G10L15/26 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/4536

    Abstract: A system and method for processing call data is provided. A call between a user and an agent is monitored. A selected script having a dialog grammar is received. The selected script is executed by converting at least a portion of the script into synthesized speech utterances and providing the synthesized speech utterances to the user. Speech utterances are received from the user in reply to each of the synthesized speech utterances from the script. Each received speech utterance is converted to text as a user message and a form is populated with the user messages. The user speech utterances and the form with the user messages are provided to the agent.

    Abstract translation: 提供了一种用于处理呼叫数据的系统和方法。 监视用户和代理之间的呼叫。 接收到具有对话语法的所选脚本。 所选择的脚本通过将脚本的至少一部分转换成合成语音语句并向用户提供合成语音话语来执行。 从用户接收到来自脚本的每个合成语音话语的语音话语。 每个接收到的语音话语被转换为文本作为用户消息，并且用用户消息填充表单。 将用户讲话话语和具有用户消息的表单提供给代理。

    System and method for processing calls in a call center
    7.
    发明授权
    System and method for processing calls in a call center 有权
    在呼叫中心处理呼叫的系统和方法

    公开(公告)号：US08774392B2

    公开(公告)日：2014-07-08

    申请号：US13920020

    申请日：2013-06-17

    Applicant: Intellisist, Inc.

    Inventor： Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

    IPC: H04M3/51 ,  H04L12/50 ,  G06F15/16

    CPC classification number: H04M3/5166 ,  G10L15/26 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/4536

    Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.

    Abstract translation: 描述用于在呼叫中心处理呼叫的系统和方法。 分配来自呼叫者经由会话管理器并且包括语音语音流的传入文本消息的呼叫会话。 传入的文本消息在整个呼叫会话中被逐步地视觉呈现给可操作地耦合到会话管理器的代理控制台上的实时代理。 通过代理控制台通过实时代理交互式监视和控制的客户支持方案逐步处理传入的文本消息。 传入的文本消息通过自动脚本执行与现场代理程序协调处理。 传出的文本消息被转换成合成语音流。 合成语音流通过代理控制台发送给呼叫者。

    System And Method For Processing Calls In A Call Center
    8.
    发明申请
    System And Method For Processing Calls In A Call Center 有权
    在呼叫中心处理呼叫的系统和方法

    公开(公告)号：US20140010363A1

    公开(公告)日：2014-01-09

    申请号：US13920020

    申请日：2013-06-17

    Applicant: Intellisist, Inc.

    Inventor： Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

    IPC: H04M3/51

    CPC classification number: H04M3/5166 ,  G10L15/26 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/4536

    Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.

    Abstract translation: 描述用于在呼叫中心处理呼叫的系统和方法。 分配来自呼叫者经由会话管理器并且包括语音语音流的传入文本消息的呼叫会话。 传入的文本消息在整个呼叫会话中被逐步地视觉呈现给可操作地耦合到会话管理器的代理控制台上的实时代理。 通过代理控制台通过实时代理交互式监视和控制的客户支持方案逐步处理传入的文本消息。 传入的文本消息通过自动脚本执行与现场代理程序协调处理。 传出的文本消息被转换成合成语音流。 合成语音流通过代理控制台发送给呼叫者。

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