公开(公告)号：US09392117B2

公开(公告)日：2016-07-12

申请号：US14668806

申请日：2015-03-25

Applicant: Intellisist, Inc.

Inventor： David Milstein ,  Gilad Odinak ,  Howard M. Lee

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06Q10/10

CPC classification number: H04M3/5191 ,  G06Q10/063112 ,  G06Q10/1097 ,  G10L25/87 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/56 ,  H04M2201/40

Abstract: A computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention is provided. Calls conducted between an agent and a caller are monitored. A need for assistance by an expert agent in one such call based on an inquiry by the caller is identified. Expert selection criteria to a predetermined group of expert agents with expertise in subject matter relating to the caller's inquiry is applied. One of the expert agents that matches with the expert selection criteria is selected and a notification to the agent that the selected expert agent will assist with the call is transmitted. The expert agent is then patched into the call.

Abstract translation: 提供了一种通过带内专家干预优化客户体验的计算机实现的呼叫中心架构和方法。 监听代理和呼叫者之间进行的呼叫。 识别由基于呼叫者的查询的一个这样的呼叫中的专家代理的协助的需要。 应用专家选择标准给具有与呼叫者查询有关的主题的专业知识的预定专家组。 选择与专家选择标准相匹配的专家代理人之一，并且发送所选专家代理将协助该呼叫的代理通知。 然后将专家代理程序修补到呼叫中。

公开(公告)号：US09392108B2

公开(公告)日：2016-07-12

申请号：US14977549

申请日：2015-12-21

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: G10L15/01 ,  G10L15/06 ,  G10L15/26 ,  H04M3/42 ,  G10L15/22 ,  H04M3/51

CPC classification number: G10L15/26 ,  G10L15/01 ,  G10L15/06 ,  G10L15/063 ,  G10L15/10 ,  G10L15/1822 ,  G10L15/19 ,  G10L15/22 ,  G10L2015/0631 ,  G10L2015/0638 ,  H04M3/42221 ,  H04M3/51 ,  H04M3/5183

Abstract: A computer-implemented system and method for efficiently reducing transcription error during a call is provided. A group of similar questionable utterances is monitored. Each questionable utterance is assigned a transcribed value and is selected from a different call. A sample of the similar questionable utterances is selected from the group and provided to a human transcriber. A further transcribed value for each of the similar questionable utterances in the sample is received from the human transcriber. The further transcribed values for the similar questionable utterances in the sample are compared. Each of the remaining similar questionable utterances in the group are provided to the human transcriber when the compared further transcribed values of the similar questionable utterances in the sample are different.

Abstract translation: 提供了一种用于在呼叫期间有效降低转录错误的计算机实现的系统和方法。 监测一组类似的可疑话语。 每个可疑话语被分配一个转录的值，并从不同的呼叫中选择。 类似的可疑话语的样本从该组中选择并提供给人类誊写者。 来自人类誊写者的样本中的每个类似的可疑话语的另一转录值。 比较样本中类似可疑话语的进一步转录值。 当样本中相似的可疑话语的比较进一步转录值不同时，组中剩余的类似可疑话语中的每一个都提供给人类誊写者。

公开(公告)号：US09380161B2

公开(公告)日：2016-06-28

申请号：US14010471

申请日：2013-08-26

Applicant: Intellisist, Inc.

Inventor： Martin R. M. Dunsmuir

IPC: G10L15/00 ,  G10L25/00 ,  H04M3/493 ,  H04M7/00 ,  G10L15/26 ,  H04M3/533

CPC classification number: H04M3/4936 ,  G10L15/26 ,  H04M3/53325 ,  H04M3/53333 ,  H04M7/006 ,  H04M2201/40

Abstract: A computer-implemented system and method for user-controlled processing of audio signals is provided. An audio signal including a reference segment and a segment preceding the reference segment is obtained. A value q is received from a user. Audio buffers in the preceding segment are defined, each having a width of N samples and a starting point a unique number of samples away from the preceding segment's start, based on a division of N by q. One or more of the buffers are transformed into discrete Fourier transform (DFT) buffers. A signature of the signal is generated using at least a portion of the reference segment and at least one of the DFT buffers. A new audio signal is received and a DFT for the audio signal is generated. The new audio signal is determined to match the audio signal based on a comparison of the DFT to the signature.

Abstract translation: 提供了一种用于音频信号的用户控制处理的计算机实现的系统和方法。 获得包括参考段和参考段之前的段的音频信号。 从用户接收到值q。 定义前面段中的音频缓冲器，每个具有N个采样的宽度，并且起始点是离开前一段的开始的唯一的采样数，基于N除以q。 一个或多个缓冲器被转换成离散傅里叶变换（DFT）缓冲器。 信号的签名使用参考段的至少一部分和DFT缓冲器中的至少一个生成。 接收新的音频信号，并产生音频信号的DFT。 基于DFT与签名的比较，确定新音频信号以匹配音频信号。

公开(公告)号：US09218808B2

公开(公告)日：2015-12-22

申请号：US14636087

申请日：2015-03-02

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: G10L15/01 ,  G10L15/06 ,  G10L15/26

CPC classification number: G10L15/26 ,  G10L15/01 ,  G10L15/06 ,  G10L15/063 ,  G10L15/10 ,  G10L15/1822 ,  G10L15/19 ,  G10L15/22 ,  G10L2015/0631 ,  G10L2015/0638 ,  H04M3/42221 ,  H04M3/51 ,  H04M3/5183

Abstract: A computer-implemented system and method for reducing voice transcription error is provided. Audio data is received during a call and parsed into utterances. A transcribed value and confidence score are assigned to each utterance. Those utterances with low confidence scores are identified as questionable utterances. One of the questionable utterances is selected from the audio data and a pool of questionable utterances is formed. The pool includes the selected questionable utterance and other questionable utterances, from other calls, that are similar to the selected questionable utterance. A size threshold is applied to the pool of questionable utterances. All the questionable utterances in the pool are provided to at least one human transcriber when the pool fails to satisfy the size threshold. Further transcribed values are received from the transcriber for each of the questionable utterances in the pool.

Abstract translation: 提供了一种用于减少语音转录错误的计算机实现的系统和方法。 音频数据在通话期间被接收并解析成话语。 转录的值和置信度得分分配给每个发音。 那些低置信度的话语被认为是可疑的话语。 从音频数据中选择可疑话语之一，并形成可疑话语池。 游泳池包括所选择的可疑话语和其他可疑话语，来自其他呼叫，类似于所选择的可疑话语。 大小阈值适用于可疑话语池。 当池不能满足大小阈值时，池中的所有可疑话语都提供给至少一个人转录器。 对于游泳池中的每个可疑话语，从抄录员收到进一步的转录值。

公开(公告)号：US20150356568A1

公开(公告)日：2015-12-10

申请号：US14300087

申请日：2014-06-09

Applicant: Intellisist, Inc.

Inventor： David Milstein ,  Howard M. Lee

IPC: G06Q30/00 ,  H04M3/51

CPC classification number: G06Q30/016 ,  G06Q30/01 ,  H04M3/51

Abstract: Computer-implemented system and method for dynamically providing guidance during customer interactions are provided. Data associated with a plurality of completed customer interactions is obtained. One or more of the completed customer interactions are identified as successful customer interactions. An ongoing customer interaction is monitored. One or more of the successful customer interactions similar to the ongoing customer interaction are identified. Guidance is generated based on at least one of the similar successful interactions. The guidance is provided to one or more parties to the ongoing customer interaction.

Abstract translation: 提供了计算机实现的系统和方法，用于在客户交互期间动态提供指导。 获得与多个完成的客户交互相关联的数据。 一个或多个完成的客户互动被标识为成功的客户互动。 正在进行的客户互动被监控。 确定与正在进行的客户交互相似的一个或多个成功的客户交互。 基于至少一个类似的成功交互产生指导。 向正在进行的客户互动的一方或多方提供指导。

公开(公告)号：US20150281454A1

公开(公告)日：2015-10-01

申请号：US14668806

申请日：2015-03-25

Applicant: Intellisist, Inc.

Inventor： David Milstein ,  Gilad Odinak ,  Howard M. Lee

IPC: H04M3/523

CPC classification number: H04M3/5191 ,  G06Q10/063112 ,  G06Q10/1097 ,  G10L25/87 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/56 ,  H04M2201/40

Abstract: A computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention is provided. Calls conducted between an agent and a caller are monitored. A need for assistance by an expert agent in one such call based on an inquiry by the caller is identified. Expert selection criteria to a predetermined group of expert agents with expertise in subject matter relating to the caller's inquiry is applied. One of the expert agents that matches with the expert selection criteria is selected and a notification to the agent that the selected expert agent will assist with the call is transmitted. The expert agent is then patched into the call.

Abstract translation: 提供了一种通过带内专家干预优化客户体验的计算机实现的呼叫中心架构和方法。 监听代理和呼叫者之间进行的呼叫。 识别由基于呼叫者的查询的一个这样的呼叫中的专家代理的协助的需要。 应用专家选择标准给具有与呼叫者查询有关的主题的专业知识的预定专家组。 选择与专家选择标准相匹配的专家代理人之一，并且发送所选专家代理将协助该呼叫的代理通知。 然后将专家代理程序修补到呼叫中。

公开(公告)号：US20150281446A1

公开(公告)日：2015-10-01

申请号：US14667603

申请日：2015-03-24

Applicant: Intellisist, Inc.

Inventor： David Milstein ,  Gilad Odinak ,  Howard M. Lee

IPC: H04M3/51 ,  H04M3/493 ,  H04M3/523

CPC classification number: H04M3/5166 ,  H04M3/493 ,  H04M3/5232 ,  H04M3/58 ,  H04M2203/6009

Abstract: A computer-implemented system and method for protecting sensitive information within a call center in real time is provided. A call from a caller is received within a call center. The call is assigned to an agent and a determination is made as to when the caller is to provide sensitive information. The user is transferred to an automated voice response system to which the sensitive information is provided, while maintaining the call with the agent. The caller is returned to the agent upon providing the sensitive information. A notification regarding a status of the sensitive information is sent and the call is terminated.

Abstract translation: 提供了一种用于在呼叫中心内实时保护敏感信息的计算机实现的系统和方法。 在呼叫中心内接收到来自呼叫者的呼叫。 呼叫被分配给代理，并且确定呼叫者何时提供敏感信息。 将用户转移到提供敏感信息的自动语音响应系统，同时与代理保持呼叫。 提供敏感信息后，呼叫方返回给代理商。 发送关于敏感信息的状态的通知，并且呼叫被终止。

公开(公告)号：US20150012453A1

公开(公告)日：2015-01-08

申请号：US14493090

申请日：2014-09-22

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: G06Q10/10 ,  G10L25/60

CPC classification number: H04M3/5232 ,  G06F17/21 ,  G06Q10/063112 ,  G06Q10/1053 ,  G10L15/08 ,  G10L15/26 ,  G10L15/30 ,  G10L17/26 ,  G10L25/51 ,  G10L25/60 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/402

Abstract: A system and method for providing hiring recommendations of agents within a call center is provided. A voice sample is received from a candidate agent. The voice sample is analyzed by comparing the voice sample with at least one voice model associated with voice characteristics for two or more populations of a trait. One of the populations to which the candidate agent belongs for that trait is identified. A score is assigned to the candidate agent based on the identified population for the trait. A recommendation for hire for the candidate agent is provided based on the assigned score.

Abstract translation: 提供了一种用于在呼叫中心内提供代理人的招聘建议的系统和方法。 从候选代理接收到语音样本。 通过将语音样本与至少一个与两个或更多个性状群体的语音特征相关联的语音模型进行比较来分析语音样本。 识别候选人所属的种族之一。 基于所识别的性状群体，将得分分配给候选代理。 根据指定的分数提供候选人的雇用建议。

公开(公告)号：US08929516B2

公开(公告)日：2015-01-06

申请号：US14010510

申请日：2013-08-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04M1/64

CPC classification number: H04M3/53375 ,  H04L12/1822 ,  H04L12/1827 ,  H04L51/00 ,  H04L51/04 ,  H04L65/403 ,  H04M3/533 ,  H04M3/53333 ,  H04M3/53366 ,  H04M3/56 ,  H04M3/563 ,  H04M2203/4536 ,  H04M2203/5054 ,  H04M2207/18 ,  H04M2207/187 ,  H04W4/06 ,  H04W4/12 ,  H04W12/06

Abstract: A system and method for transmitting voice messages to a discussion group is provided. Users signed-on to a voice message server are identified. Each signed-on user is associated with one or more discussion groups and a personal communication device. The voice message server receives a voice message from one of the signed-on users via the personal communication device associated with that signed-on user and a discussion group to which the voice message is to be sent. The voice message from the signed-on user is provided to the other signed-on users in the discussion group.

Abstract translation: 提供了一种用于将语音消息发送到讨论组的系统和方法。 识别用户登录到语音留言服务器。 每个登录的用户与一个或多个讨论组和个人通信设备相关联。 语音消息服务器通过与该登录用户相关联的个人通信设备和要向其发送语音消息的讨论组从一个登录的用户接收语音消息。 来自登录用户的语音消息被提供给讨论组中的其他已登录的用户。

公开(公告)号：US20130177148A1

公开(公告)日：2013-07-11

申请号：US13726484

申请日：2012-12-24

Applicant: Intellisist, Inc.

Inventor： Howard M. Lee

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  G06Q30/02 ,  G06Q30/0202 ,  G06Q99/00

Abstract: A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction.

Abstract translation: 提供了一种用于分析代理交互的系统和方法。 代理商与业务之间的互动提供给分析师。 每个分析师都收到了交互的绩效分数，并进行了比较。 确定表现得分之间的偏差。 将偏差与阈值进行比较。 当偏差低于阈值时，向分析人员中的至少一个提供进一步的交互。 从分析人员获得进一步的交互性能分数，并提供给与交互相关联的代理。