公开(公告)号：US09667789B2

公开(公告)日：2017-05-30

申请号：US15018836

申请日：2016-02-08

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/493 ,  H04W4/12 ,  G10L13/08 ,  G10L15/26 ,  H04M3/523 ,  H04M3/42 ,  H04M3/533

CPC classification number: H04M3/5183 ,  G10L13/08 ,  G10L15/265 ,  H04M3/42059 ,  H04M3/42221 ,  H04M3/42382 ,  H04M3/4936 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/523 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/357 ,  H04M2203/4536 ,  H04W4/12

Abstract: A system and method for facilitating agent-caller communication during a call is provided. An incoming call is assigned to an agent and a script selection is received from the agent based on a particular problem identified during the call. The script is provided to a caller participating in the call. Text messages and voice input are received from the caller. The received text messages are directly forwarded to the agent. The voice input is transcribed into written text and provided to the agent. Text messages are received from the agent in response to one or more of the voice input and text messages from the caller. The text messages from the agent are transformed into synthesized speech utterances. A record of the call is generated by compiling the text messages and transcribed written text from the caller and the text messages from the agent.

公开(公告)号：US20170047070A1

公开(公告)日：2017-02-16

申请号：US15339788

申请日：2016-10-31

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: G10L15/30 ,  G10L15/193 ,  H04M3/51 ,  G10L13/08

CPC classification number: G10L15/30 ,  G10L13/08 ,  G10L15/18 ,  G10L15/193 ,  G10L15/32 ,  G10L15/34 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2201/40

Abstract: A computer-implemented system and method for performing distributed speech recognition is provided. Audio data is collected. A main grammar and secondary grammars are simultaneously provided for the audio data. Each secondary grammar includes an independent grammar. Speech recognition is simultaneously performed on the audio data using each secondary grammar. A new grammar is constructed for the audio data based on the main grammar template using results of the speech recognition. Further speech recognition is performed on the audio data using the new grammar.

Abstract translation: 提供了一种用于执行分布式语音识别的计算机实现的系统和方法。 收集音频数据。 同时为音频数据提供主语法和辅助语法。 每个二级语法包括一个独立的语法。 使用每个二级语法对音频数据同时执行语音识别。 基于使用语音识别结果的主语法模板为音频数据构建新的语法。 使用新的语法对音频数据进行进一步的语音识别。

公开(公告)号：US09509845B2

公开(公告)日：2016-11-29

申请号：US14485596

申请日：2014-09-12

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/00 ,  H04M3/51 ,  G10L15/08 ,  G06Q10/10 ,  G10L25/60 ,  G06F17/21 ,  G10L15/26 ,  G10L25/51 ,  H04M3/22 ,  H04M3/523 ,  G10L17/26

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 pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent.

Abstract translation: 提供了一种用于在呼叫中心环境中配对代理和呼叫者的系统和方法。 从呼叫者接收到呼叫中心呼叫。 在呼叫期间从呼叫者接收到语音样本，并且从语音样本识别呼叫者的特征。 呼叫者的特征与呼叫中心内的一个或多个候选代理的特征进行比较。 基于呼叫者和该候选代理共享的特征的数量，在呼叫者和每个候选代理之间确定相似性。 基于相似性选择候选代理之一，并且呼叫者与选择的候选代理连接。

公开(公告)号：US09484035B2

公开(公告)日：2016-11-01

申请号：US14980934

申请日：2015-12-28

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: G10L15/30 ,  G10L15/32 ,  G10L15/34 ,  G10L15/193 ,  H04M3/51 ,  G10L15/18

CPC classification number: G10L15/30 ,  G10L13/08 ,  G10L15/18 ,  G10L15/193 ,  G10L15/32 ,  G10L15/34 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2201/40

Abstract: A system and method for distributed speech recognition is provided. A prompt is provided to a caller during a call. One or more audio responses are received from the caller in response to the prompt. Distributed speech recognition is performed on the audio responses by providing a non-overlapping section of a main grammar to each of a plurality of secondary recognizers for each audio response. Speech recognition is performed on the audio responses by each of the secondary recognizers using the non-overlapping section of the main grammar associated with that secondary recognizer. A new grammar is generated based on results of the speech recognition from each of the secondary recognizers. Further speech recognition is performed on the audio responses against the new grammar and a further prompt is selected for providing to the caller based on results of the distributed speech recognition.

Abstract translation: 提供了一种用于分布式语音识别的系统和方法。 在通话期间向呼叫者提供提示。 响应于提示，从呼叫者接收一个或多个音频响应。 通过向每个音频响应的多个次级识别器中的每一个提供主语法的非重叠部分来对音频响应执行分布式语音识别。 通过使用与该次要识别器相关联的主语法的非重叠部分的每个次级识别器对音频响应执行语音识别。 基于来自每个二级识别器的语音识别的结果生成新的语法。 对新语法的音频响应执行进一步的语音识别，并且基于分布式语音识别的结果，选择另外的提示来提供给呼叫者。

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：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。