公开(公告)号：US08804938B2

公开(公告)日：2014-08-12

申请号：US13909062

申请日：2013-06-03

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M11/00

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 computer-implemented system and method for processing user communications is provided. Instructions are received within a call center from a user via a vehicle calling system. A determination as to whether the instructions are correctly received is confirmed by processing the instructions, by providing results of the processed instructions to the user, and by receiving confirmation that the results are correct. The instructions are converted from speech to text upon the confirmation and are subsequently provided to an agent. A communication is received from the agent in response to the instructions and the communication is provided to the user via the vehicle calling system.

Abstract translation: 提供了一种用于处理用户通信的计算机实现的系统和方法。 在用户通过车辆呼叫系统的呼叫中心内接收到指令。 通过处理指令，通过向用户提供已处理指令的结果，并通过接收结果正确的确认来确认是否正确接收到指令。 在确认之后，指令从语音转换为文本，并随后提供给代理人。 响应于指令从代理接收到通信，并且通过车辆呼叫系统向用户提供通信。

公开(公告)号：US08798242B1

公开(公告)日：2014-08-05

申请号：US13626092

申请日：2012-09-25

Applicant: EMC Corporation

Inventor： Hari Bhaskar Sankaranarayanan

IPC: H04M1/64

CPC classification number: H04M3/51 ,  H04M3/42221 ,  H04M2203/301 ,  H04M2203/559

Abstract: An instruction including one or more criteria is received. It is determined, based at least in part on the criteria, at least voice-related information in storage to which the instruction applies; the voice-related information includes call audio data, a call transcript, and call metadata associated with a call. The instruction is performed at least on the determined voice-related information.

Abstract translation: 接收包括一个或多个标准的指令。 至少部分地基于标准确定至少与该指令适用的存储器中的语音相关信息; 语音相关信息包括呼叫音频数据，呼叫转录和与呼叫相关联的呼叫元数据。 至少对所确定的语音相关信息执行指令。

公开(公告)号：US08787551B2

公开(公告)日：2014-07-22

申请号：US13584329

申请日：2012-08-13

Applicant: Marian Croak ,  Hossein Eslambolchi

Inventor： Marian Croak ,  Hossein Eslambolchi

IPC: H04M3/50 ,  H04L12/66

CPC classification number: H04M3/51 ,  G06Q20/325 ,  G06Q30/06 ,  H04L65/1069 ,  H04L65/40 ,  H04M3/42348 ,  H04M2203/1058 ,  H04M2203/408

Abstract: A method and apparatus for providing transaction data in a packet network is described. In one embodiment, at least one routed call is received. Transaction data is subsequently obtained from the at least one routed call. In turn, the transaction data is provided to an entity (e.g., a business or store) associated locally to the at least one routed call.

Abstract translation: 描述了用于在分组网络中提供交易数据的方法和装置。 在一个实施例中，接收至少一个路由呼叫。 随后从至少一个路由呼叫获得交易数据。 反过来，交易数据被提供给本地与至少一个路由呼叫相关联的实体（例如，商业或商店）。

公开(公告)号：US08781880B2

公开(公告)日：2014-07-15

申请号：US13909351

申请日：2013-06-04

Applicant: Rank Miner, Inc.

Inventor： Andras Kocsor ,  Kornel Kovacs ,  Attila Bodogh ,  Istvan Feher

IPC: G06Q10/00 ,  G06Q10/06

CPC classification number: G06Q10/063 ,  G06Q10/06375 ,  H04M3/42221 ,  H04M3/51

Abstract: Disclosed is a method for analyzing recorded telephone calls in order to predict business outcomes. The method involves recording a series of initial telephone calls and analyzing those calls for particular audio features. The audio features are tabulated and annotated to specify whether the telephone call resulted in a pre-determined business outcome. A model is then built whereby the pre-determined business outcome can be predicted based upon the presence of certain audio features. The model can subsequently be used to predict whether future calls are likely to result in the pre-determined business outcome.

Abstract translation: 公开了一种用于分析记录的电话呼叫以便预测业务结果的方法。 该方法涉及记录一系列初始电话呼叫并分析特定音频特征的呼叫。 音频功能列表和注释，以指定电话呼叫是否产生了预先确定的业务结果。 然后建立模型，由此可以基于某些音频特征的存在来预测预定的业务结果。 该模型随后可用于预测未来电话是否可能导致预先确定的业务结果。

公开(公告)号：US08781105B1

公开(公告)日：2014-07-15

申请号：US14184330

申请日：2014-02-19

Applicant: Invoca, Inc.

Inventor： Robert J. Duva ,  Colin D. Kelley ,  Jason S. Spievak ,  David S. Trandal

IPC: H04M3/00 ,  H04M5/00 ,  G06Q30/02

CPC classification number: H04M3/51 ,  G06Q30/0246 ,  H04M3/4878 ,  H04M3/5175

Abstract: An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.

Abstract translation: 描述使用数据处理和数据/语音网络的在线和离线通信处理和跟踪。 来自电话号码池的电话地址将自动分配给第一个实体。 确定并记录通话质量评级。 在与至少一个网络耦合的呼叫桥接系统处接收来自指向电话地址的呼叫者的呼叫，其中呼叫与呼叫信令信息相关联。 至少部分地基于与呼叫者呼叫相关联的呼叫质量，呼叫呼叫被分配给呼叫队列中的第一个位置。 从呼叫桥接系统生成出站呼叫，并将入站和出站呼叫桥接。 将桥接呼叫的一个或多个参数与通话质量评级进行比较。 记录关于与实体标识符相关联的呼叫的成功桥接的指示。

公开(公告)号：US08781101B2

公开(公告)日：2014-07-15

申请号：US14018208

申请日：2013-09-04

Applicant: Fujitsu Limited

Inventor： Naoto Kawashima ,  Naoto Matsudaira ,  Yuusuke Tounai ,  Hiroshi Yoshida ,  Shingo Hirono

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5175 ,  H04M3/51 ,  H04M2201/36

Abstract: An operator management apparatus, includes a browsing times history storage unit configured to record a number of transmission times browsing information relating to a customer service is transmitted to an operator terminal used by an operator in association with an identifier of the operator that serves customers, for each of a plurality of operators, a load degrees storage unit configured to store load degrees of an operator in association with a number of transmission times of browsing information, a determining unit configured to specify a number of transmission times corresponding to a specific one of the identifies of the operators by referring to the browsing times history storage unit, and specify load degrees corresponding to the specified number of transmission times by referring to the load degrees storage unit, and an output unit configured to output the specified load degrees.

Abstract translation: 一种操作员管理装置，包括浏览时历史存储单元，被配置为记录与客户服务有关的浏览信息的数量的发送次数与运营商所使用的操作员终端相关联地连接到为客户服务的运营商的标识符， 多个操作者中的每一个，负载度存储单元，被配置为与浏览信息的发送次数相关联地存储操作者的负载度;确定单元，被配置为指定对应于所述浏览信息的特定的一个的发送次数 通过参照浏览时间历史存储单元来识别操作者，并且通过参考负载度存储单元来指定与指定数量的发送次数相对应的负载度;以及输出单元，被配置为输出指定的负载度。

公开(公告)号：US08776257B2

公开(公告)日：2014-07-08

申请号：US13453694

申请日：2012-04-23

Applicant: David Charles Reed ,  Jeffrey Thomas Sheridan ,  Max Douglas Smith

Inventor： David Charles Reed ,  Jeffrey Thomas Sheridan ,  Max Douglas Smith

IPC: H04L29/06

CPC classification number: H04L9/0866 ,  H04L63/061 ,  H04L63/0876 ,  H04L2209/56 ,  H04M3/51

Abstract: A method for controlling access to client data by support providers is disclosed herein. In one embodiment, such a method includes initiating a session on a server computer in response to receipt of a request for assistance from a client, the session having client data associated therewith. A session key is generated for the session. The session key includes a session identifier and a support provider identifier corresponding to an assignee. The session key may further include a client identifier corresponding to the client. Requests to access the client data include an assignee key including a session identifier and a support provider identifier, and potentially a client identifier if needed. The assignee key is compared to the session key. If correspondence is found between the identifiers in the assignee key and the session key, access is granted.

Abstract translation: 本文公开了一种用于控制由支持提供者访问客户端数据的方法。 在一个实施例中，这种方法包括响应于接收到来自客户端的帮助请求而在服务器计算机上发起会话，该会话具有与其相关联的客户端数据。 为会话生成会话密钥。 会话密钥包括对应于受让人的会话标识符和支持提供商标识符。 会话密钥还可以包括与客户端对应的客户端标识符。 访问客户端数据的请求包括包括会话标识符和支持提供者标识符的受理人密钥，并且如果需要，可能需要客户端标识符。 将受理人密钥与会话密钥进行比较。 如果在受让人密钥中的标识符和会话密钥之间发现对应关系，则允许访问。

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。

公开(公告)号：US08774372B2

公开(公告)日：2014-07-08

申请号：US12726932

申请日：2010-03-18

Applicant: Brent D. Metz ,  Sean MacIsaac ,  Kevin Caffrey ,  Howard Lerman

Inventor： Brent D. Metz ,  Sean MacIsaac ,  Kevin Caffrey ,  Howard Lerman

IPC: H04M11/00 ,  H04M3/22 ,  H04M3/42 ,  G10L17/00 ,  G10L15/26 ,  H04M3/51

CPC classification number: G10L15/265 ,  G10L15/26 ,  G10L17/00 ,  G10L17/005 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/51 ,  H04M2203/551

Abstract: A system and method for extracting and presenting useful data from calls received by a client is disclosed. The resulting “telephone call inbox” is a way for a client view pay per call advertising as a stream of consumers with information available to understand the call activity of the consumers and for the client to navigate their call history. The system automatically filters non-consumer fraudulent calls, extracts the identity of a consumer, aggregates several calling entities into a single consumer, transcribes the call into a call stream using voice recognition software, extracts patterns and draws conclusions from the call stream, and presents a list of call streams in a user friendly set of web pages configured as the telephone call inbox. The telephone call inbox includes, for each call, the caller ID, one or more key words, phrases or major conclusions concerning the call, and the voice recognized call stream.

Abstract translation: 公开了一种用于从客户端接收的呼叫中提取和呈现有用数据的系统和方法。 所产生的“电话呼叫收件箱”是客户端将每个呼叫付费广告作为具有可用于理解消费者的呼叫活动以及客户导航其呼叫历史的信息的消费者流的方式。 该系统自动过滤非消费者的欺诈性呼叫，提取消费者的身份，将多个呼叫实体聚合成单个消费者，使用语音识别软件将呼叫转录成呼叫流，从呼叫流中提取模式并得出结论，并呈现 在用户友好的一组被配置为电话呼叫收件箱的网页中的呼叫流的列表。 对于每个呼叫，电话呼叫收件箱包括呼叫者ID，关于呼叫的一个或多个关键词，短语或主要结论以及语音识别的呼叫流。

公开(公告)号：US20140188562A1

公开(公告)日：2014-07-03

申请号：US14090718

申请日：2013-11-26

Applicant: TATA CONSULTANCY SERVICES LIMITED

Inventor： Naveen KOLIYOOR ,  Nitin Anant MAHAMUNE ,  Rajesh AGARWAL

IPC: G06Q30/02

CPC classification number: G06Q30/0206 ,  G06F16/2455 ,  G06F16/24578 ,  G06F16/9535 ,  G06N5/025 ,  G06Q30/0203 ,  G06Q40/04 ,  G07F7/10 ,  G07F17/3288 ,  G07F17/329 ,  H04M3/51

Abstract: System and method for transaction based pricing are described. The method comprises defining one or more transactions which include at least one sub-process. Further, units per transaction for each of the at least one sub-process is identified based on requirement data. Thereafter, a process complexity is assigned to the each of the at least one sub-process based on a complexity score computed for the each of the at least one sub-process. Further, a processing time is obtained for the each of the at least one sub-process based on the process complexity assigned to the each of the at least one sub-process. Further, estimated efforts for performing the one or more transactions are ascertained based on the processing time obtained for the each of the at least one sub-process. Furthermore, pricing for each of the one or more transactions is identified based on the estimated efforts.

Abstract translation: 描述了基于交易的定价的系统和方法。 该方法包括定义包括至少一个子过程的一个或多个事务。 此外，基于需求数据来识别至少一个子过程中的每一个的每个交易的单位。 此后，基于为至少一个子过程中的每个子过程计算的复杂度分数，将过程复杂度分配给所述至少一个子过程中的每一个。 此外，基于分配给至少一个子处理中的每一个的处理复杂度，为至少一个子处理中的每一个获得处理时间。 此外，基于对于至少一个子处理中的每一个获得的处理时间来确定用于执行一个或多个交易的估计努力。 此外，基于估计的努力来识别每个一个或多个交易的定价。