公开(公告)号：US09881604B2

公开(公告)日：2018-01-30

申请号：US14617823

申请日：2015-02-09

Applicant: Intellisist, Inc.

Inventor： Howard M. Lee ,  Steven Lutz ,  Gilad Odinak

IPC: G10L21/00 ,  G10L15/00 ,  G10L15/04 ,  G10L15/26 ,  H04L9/32 ,  G10L17/00 ,  G10L21/02

CPC classification number: G10L15/04 ,  G10L15/26 ,  G10L17/00 ,  G10L17/005 ,  G10L21/00 ,  G10L21/02 ,  H04L9/3231 ,  H04L2209/04 ,  H04L2209/56

Abstract: A system and method for identifying special information is provided. Endpoints are defined within a voice recording. One or more of the endpoints are identified within the voice recording and the voice recording is partitioned into segments based on the identified endpoints. Elements of text are identified by applying speech recognition to each of the segments and a list of prompt list candidates are applied to the text elements. The segments with text elements that match one or more prompt list candidates are identified. Portions of the voice recording following the prompt list candidates that include special information are identified and the special information is rendered unintelligible within the voice recording.

公开(公告)号：US09819799B2

公开(公告)日：2017-11-14

申请号：US14746506

申请日：2015-06-22

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04M3/00 ,  H04M5/00 ,  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.

公开(公告)号：US09819798B2

公开(公告)日：2017-11-14

申请号：US13802710

申请日：2013-03-14

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  David Milstein ,  Tamilselvan Ramasamy

IPC: H04M3/51 ,  G06Q10/06 ,  G06Q10/10 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06Q10/06311 ,  G06Q10/109 ,  H04M3/523 ,  H04M2203/401 ,  H04M2203/402

Abstract: A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents within a call center is received from a user. Each agent is associated with a call queue and handles incoming customer calls to the call queue. An availability of each of the agents on the list is determined. One of the agents is selected as a most available agent. The user is provided with records for the most available agent and is automatically connected with the most available agent.

公开(公告)号：US09699315B2

公开(公告)日：2017-07-04

申请号：US13893231

申请日：2013-05-13

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Alastair Sutherland ,  Gilad Odinak ,  Haodong Howard Jiang

IPC: H04M1/64 ,  H04M3/523 ,  H04M3/22 ,  H04M3/51 ,  H04M3/527

CPC classification number: H04M3/5235 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/527 ,  H04M2201/40 ,  H04M2201/60

Abstract: A computer-implemented system and method for processing caller responses is provided. Scripts each including at least one block of dialog are stored. Information is received from a caller during a call with an agent. A selection of a least one of the scripts is received from the agent based on the received information from the caller. The selected script is presented to the caller. A response is received from the caller. A direction of the call is changed. A further selection of one of the scripts is received from the agent based on the response from the caller. The further selected script is presented to the caller.

公开(公告)号：US09565310B2

公开(公告)日：2017-02-07

申请号：US15043490

申请日：2016-02-12

Applicant: INTELLISIST, INC.

Inventor： Gilad Odinak

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/523 ,  G10L13/04 ,  H04M3/493 ,  H04M3/533

CPC classification number: H04M3/5183 ,  G10L13/043 ,  H04M3/4936 ,  H04M3/51 ,  H04M3/5158 ,  H04M3/5235 ,  H04M3/5322 ,  H04M3/533 ,  H04M3/53366 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/301 ,  H04M2203/303 ,  H04M2203/306 ,  H04M2203/4536 ,  H04M2203/558

Abstract: A system and method for message-based call communication is provided. Speech utterances are obtained from a caller during a call with an agent. Each of the speech utterances are transcribed into a text message and the text messages are provided to the agent. One or more written responses, in reply to each speech utterance from the caller, are received from the agent. The written responses are converted to synthesized speech for providing to the caller. The speech utterances from the caller and the synthesized speech from the agent are processed and one or more characteristics of the caller and the agent are identified. A role for each of the caller and the agent is determined based on the identified characteristics.

Abstract translation: 提供了一种用于基于消息的呼叫通信的系统和方法。 在与代理人进行通话期间，来自呼叫者的语音话语。 每个语音话语被转录成文本消息，并且将文本消息提供给代理。 从代理接收一个或多个书面答复，回复来自呼叫者的每个讲话话语。 写入的响应被转换成合成语音以提供给呼叫者。 来自代理的来电者和合成语音的语音发声被处理，并且识别呼叫者和代理的一个或多个特征。 基于所识别的特征确定呼叫者和代理中的每一个的角色。

公开(公告)号：US09336409B2

公开(公告)日：2016-05-10

申请号：US12462750

申请日：2009-08-07

Applicant: G. Kevin Doren

Inventor： G. Kevin Doren

IPC: G06F21/62 ,  G10L21/00 ,  G10L15/26 ,  H04M3/42

CPC classification number: G06F21/32 ,  G06F21/6263 ,  G10L15/26 ,  G10L17/22 ,  G10L21/00 ,  H04M3/42221

Abstract: A marker is derived from an interaction between a person and an agent of a business and the agent's user interface. A part of a speech signal that corresponds to a portion of the person's special information is located with the marker. The speech signal results from the interaction between the person and the agent. The part of the speech signal that corresponds to the portion of the person's special information is rendered unintelligible.

公开(公告)号：US09288323B2

公开(公告)日：2016-03-15

申请号：US14325337

申请日：2014-07-07

Applicant: Intellisist, Inc.

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

IPC: H04M3/51 ,  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 computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.

Abstract translation: 提供了一种用于同时处理多个呼叫会话的计算机实现的系统和方法。 监控分配给代理的多个呼叫会话。 每个呼叫会话的内容将显示给代理控制台上的代理。 由代理选择的脚本被识别并作为合成语音提供给其中一个呼叫会话的呼叫者。 当脚本提供给呼叫者时，同时监视代理和另一个呼叫会话的呼叫者之间的口头对话。

公开(公告)号：US09014362B2

公开(公告)日：2015-04-21

申请号：US14457050

申请日：2014-08-11

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M11/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/493 ,  H04W4/12 ,  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 processing multi-modal communications is provided. A call is received into a call center via a telephone. The call includes an inquiry of incoming speech utterances from a caller. The call is assigned to an agent within the call center. Transcribed text is generated by performing automatic speech recognition on the incoming speech utterances. The transcribed text is displayed to the agent via a display. Text messages from the caller are separately received into the call center via the telephone during the call. The text messages are identified as originating from the caller of the call and displayed to the agent.

Abstract translation: 提供了一种用于处理多模式通信的系统和方法。 通过电话接到呼叫中心。 呼叫包括来自呼叫者的来话语音的询问。 呼叫被分配给呼叫中心内的代理。 通过对传入语音语音执行自动语音识别来生成转录文本。 转录的文字通过显示显示给代理人。 通话期间来自呼叫者的短信分别通过电话接收到呼叫中心。 文本消息被标识为来自呼叫者的呼叫并显示给代理。

公开(公告)号：US20140331331A1

公开(公告)日：2014-11-06

申请号：US14281842

申请日：2014-05-19

Applicant: Intellisist, Inc.

Inventor： G. Kevin Doren

IPC: G06F21/62

CPC classification number: G06F21/32 ,  G06F21/6263 ,  G10L15/26 ,  G10L17/22 ,  G10L21/00 ,  H04M3/42221

Abstract: A computer-implemented system and method for correlating activity within a user interface with special information is provided. A user interface with data entry fields is provided. One or more of the data entry fields is designated for special information. A first screen shot of the user interface is captured, and a second screen shot of the user interface is captured at a later time. The first and second screen shots are compared. A change comprising at least a portion of an entry within one of the data entry fields for special information in the second screen shot is identified between the first and second screen shots. The entry is rendered unintelligible.

Abstract translation: 提供了一种用于将用户界面内的活动与特殊信息相关联的计算机实现的系统和方法。 提供了具有数据输入字段的用户界面。 一个或多个数据输入字段被指定用于特殊信息。 捕获用户界面的第一屏幕截图，并且稍后捕获用户界面的第二屏幕截图。 比较第一和第二屏幕截图。 在第一和第二屏幕截图之间识别包括用于第二屏幕截图中的特殊信息的数据输入字段之一内的条目的至少一部分的改变。 该条目无法理解。

公开(公告)号：US08837706B2

公开(公告)日：2014-09-16

申请号：US13549249

申请日：2012-07-13

Applicant: Gilad Odinak ,  Thomas Veatch

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/00 ,  H04M1/64

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 computer-implemented system and method for providing coaching to agents in a call center during a call is provided. A voice recording is obtained from a call between a caller and an agent of a call center. The voice recording of the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. A stage of persuasion of the caller is identified based on the identified traits in response to an offer provided by the agent. The caller is persuaded to accept the offer by providing guidance to the agent regarding further information about the offer for the user based on the stage of persuasion.

Abstract translation: 提供了一种用于在呼叫期间向呼叫中心中的代理提供指导的计算机实现的系统和方法。 从呼叫者和呼叫中心的代理之间的呼叫获得录音。 呼叫者的语音记录通过测量语音记录的语音特征和基于语音特征来识别呼叫者的特征来分析。 基于由代理提供的报价，基于识别的特征来识别对呼叫者的说服阶段。 说服呼叫者接受该提议，通过向代理人提供有关基于说服阶段的用户提供的进一步信息的指导。