公开(公告)号：US20170264748A1

公开(公告)日：2017-09-14

申请号：US15606688

申请日：2017-05-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04M3/533 ,  H04L12/18 ,  H04L12/58

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 computer-implemented system and method for delivering group messages is provided. Users that are signed-on to and signed-off from one or more discussion groups are tracked. A voice message is received from one of the users signed-on to one of the discussion groups. A list of users associated with the discussion group is obtained and a sublist of signed-on users including those users from the list that are signed-on to the discussion group is built. The voice message is provided to the signed-on users of the discussion group and a copy of the voice message is stored for later access by the users in the discussion group that are signed-off

公开(公告)号：US20170264745A1

公开(公告)日：2017-09-14

申请号：US15606710

申请日：2017-05-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

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

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 automated call center operation facilitating agent-caller communication are provided. Multiple call sessions with users are simultaneously provided for an agent on a display. One of the call sessions is identified as active and the agent is allowed to communicate with the user of that call session. Speech utterances for each of the remaining call sessions are received from the user participating in that call session. Each received speech utterance is transcribed and displayed with the associated call session while the agent is communicating with the user of the active call. During the call sessions, text messages are received from one or more of the user of the active call and at least one of the users of the remaining call sessions. The text messages are displayed with the associated call sessions while the agent is communicating with the user of the active call session.

公开(公告)号：US09742908B2

公开(公告)日：2017-08-22

申请号：US15358090

申请日：2016-11-21

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M3/00 ,  H04M3/42 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

Abstract: A computer-implemented system and method for identifying call recordings for retention is provided. A call is received into a call center and assigned to one of an agent and an interactive voice response device. A recording of the assigned call is generated. A set of call retention criteria is maintained and each of the retention criteria is associated with one or more time periods during which the criteria can be applied to the call recording. A portion of the criteria in the set is identified based on a time at which the criteria is to be applied to the call recording. The identified criteria is applied to the call recording and the call recording is stored when the applied criteria are satisfied.

公开(公告)号：US20170229123A1

公开(公告)日：2017-08-10

申请号：US15495919

申请日：2017-04-24

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: G10L15/26 ,  G10L15/19 ,  H04M3/42 ,  G10L15/18 ,  H04M3/51 ,  G10L15/06 ,  G10L15/10

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 transcription error reduction is provided. A transcribed value is assigned to each utterance obtained from a user during a call and a confidence score is assigned to each transcribed value. An accuracy threshold is applied to the confidence scores and the transcribed values that satisfy the accuracy threshold are incorporated in a message. A grouping is generated for at least one of the utterances associated with one such transcribed value that fails to satisfy the accuracy threshold. The grouping includes the at least one utterance and related utterances from other calls. Further transcribed values for at least a portion of the utterances in the grouping are received from human transcribers. The remaining utterances in the grouping are provided to the human transcribers when the further transcribed values differ. The further transcribed value for the at least one utterance is incorporated in the message.

公开(公告)号：US20170171391A1

公开(公告)日：2017-06-15

申请号：US15243912

申请日：2016-08-22

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04M3/533 ,  H04W4/06

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 computer-implemented system and method for group message delivery is provided. A voice message is received from a user associated with a personal communication device. An identification code for a discussion group to which the voice message is directed is obtained from the voice message. The voice message is added to a queue associated with the discussion group and a list of members associated with the discussion group is obtained. A sublist of personal communication devices associated with those members that are signed in to the discussion group is built. The voice message is transmitted to the personal communication devices on the sublist when the voice message reaches a top of the queue.

公开(公告)号：US09674355B2

公开(公告)日：2017-06-06

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 ,  H04M3/53 ,  H04M3/533

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.

公开(公告)号：US20170134572A1

公开(公告)日：2017-05-11

申请号：US15358090

申请日：2016-11-21

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M3/42 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

Abstract: A computer-implemented system and method for identifying call recordings for retention is provided. A call is received into a call center and assigned to one of an agent and an interactive voice response device. A recording of the assigned call is generated. A set of call retention criteria is maintained and each of the retention criteria is associated with one or more time periods during which the criteria can be applied to the call recording. A portion of the criteria in the set is identified based on a time at which the criteria is to be applied to the call recording. The identified criteria is applied to the call recording and the call recording is stored when the applied criteria are satisfied.

公开(公告)号：US09560196B2

公开(公告)日：2017-01-31

申请号：US15168193

申请日：2016-05-30

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04M3/16 ,  H04M3/42 ,  H04L29/06 ,  H04W4/16 ,  H04W12/02 ,  H04L29/08

CPC classification number: H04M3/42042 ,  H04L63/0428 ,  H04L63/0823 ,  H04L63/126 ,  H04L67/02 ,  H04M1/72525 ,  H04M3/42059 ,  H04M3/42161 ,  H04M2203/6045 ,  H04M2203/609 ,  H04M2242/10 ,  H04W4/16 ,  H04W4/20 ,  H04W12/02 ,  H04W12/06 ,  H04W12/10

Abstract: A computer-implemented system and method for determining call connection status is provided. A call initiated by a calling party to a receiving party is monitored. Metadata associated with the receiving party is obtained upon reaching a ring tone of the receiving party. An identity of the receiving party is determined via the metadata. A connection with the receiving party is determined to be secure during the call when the metadata comprises a security certificate. A status of the secure connection is provided to each of the calling party and the receiving party.

Abstract translation: 提供了一种用于确定呼叫连接状态的计算机实现的系统和方法。 由主叫方发送给接收方的呼叫被监视。 与接收方相关联的元数据在达到接收方的铃音时获得。 接收方的身份通过元数据确定。 当元数据包括安全证书时，在呼叫期间确定与接收方的连接是安全的。 向每个主叫方和接收方提供安全连接的状态。

公开(公告)号：US20160373577A1

公开(公告)日：2016-12-22

申请号：US14746506

申请日：2015-06-22

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2203/2038

Abstract: A system and method for monitoring customer satisfaction in an ongoing call center interaction is provided. Information about a signal indicating customer dissatisfaction is provided to one or more customers of a call center prior to a start of interactions between one or more agents of the call center and the one or more customers. The interactions are began, including connecting one of the customers to one of the agents by call center after the information is provided. The interactions are monitored for a receipt of the signal from the customer. An action is taken by the call center upon a receipt of the signal.

Abstract translation: 提供了一种用于在正在进行的呼叫中心交互中监视客户满意度的系统和方法。 在呼叫中心的一个或多个代理与一个或多个客户之间的交互开始之前，向呼叫中心的一个或多个客户提供指示客户不满意的信号。 互动开始，包括在提供信息后，通过呼叫中心将其中一个客户连接到其中一个代理商。 监视交互以接收来自客户的信号。 呼叫中心在收到信号后采取行动。

公开(公告)号：US20160277566A1

公开(公告)日：2016-09-22

申请号：US15168193

申请日：2016-05-30

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04M3/42 ,  H04L29/08 ,  H04W12/02 ,  H04L29/06 ,  H04W4/16

CPC classification number: H04M3/42042 ,  H04L63/0428 ,  H04L63/0823 ,  H04L63/126 ,  H04L67/02 ,  H04M1/72525 ,  H04M3/42059 ,  H04M3/42161 ,  H04M2203/6045 ,  H04M2203/609 ,  H04M2242/10 ,  H04W4/16 ,  H04W4/20 ,  H04W12/02 ,  H04W12/06 ,  H04W12/10

Abstract: A computer-implemented system and method for determining call connection status is provided. A call initiated by a calling party to a receiving party is monitored. Metadata associated with the receiving party is obtained upon reaching a ring tone of the receiving party. An identity of the receiving party is determined via the metadata. A connection with the receiving party is determined to be secure during the call when the metadata comprises a security certificate. A status of the secure connection is provided to each of the calling party and the receiving party.

Abstract translation: 提供了一种用于确定呼叫连接状态的计算机实现的系统和方法。 由主叫方发送给接收方的呼叫被监视。 与接收方相关联的元数据在达到接收方的铃音时获得。 接收方的身份通过元数据确定。 当元数据包括安全证书时，在呼叫期间确定与接收方的连接是安全的。 向每个主叫方和接收方提供安全连接的状态。