公开(公告)号：US20140307864A1

公开(公告)日：2014-10-16

申请号：US14325337

申请日：2014-07-07

Applicant: Intellisist, Inc.

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

IPC: H04M3/51

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：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：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：US20140177820A1

公开(公告)日：2014-06-26

申请号：US14195804

申请日：2014-03-03

Applicant: INTELLISIST, INC.

Inventor： Gilad Odinak

IPC: H04M3/523 ,  H04M3/51

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 processing a call between a caller and a live agent is provided. A stream of verbal speech utterances is received from the caller and converted into text. Text messages are received from the agent in response to the stream of verbal speech utterances and converted into synthesized speech utterances. The synthesized speech utterances are provided to the caller. A record of the call is processed and presented to a further live agent for manipulation. The manipulated record is stored.

Abstract translation: 提供了一种用于处理呼叫者和实时代理之间的呼叫的系统和方法。 从呼叫者接收到语音语音语句，并将其转换为文本。 响应于语言语音语音流从代理接收到文本消息，并将其转换为合成语音语音。 合成语音话语被提供给呼叫者。 呼叫的记录被处理并呈现给另一个活动代理以进行操纵。 操纵的记录被存储。

公开(公告)号：US20140010363A1

公开(公告)日：2014-01-09

申请号：US13920020

申请日：2013-06-17

Applicant: Intellisist, Inc.

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

IPC: H04M3/51

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：US20130346083A1

公开(公告)日：2013-12-26

申请号：US14010471

申请日：2013-08-26

Applicant: Intellisist, Inc.

Inventor： Martin R.M. Dunsmuir

IPC: H04M3/493

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，确定新的音频信号以匹配音频信号。

公开(公告)号：US20130259212A1

公开(公告)日：2013-10-03

申请号：US13909062

申请日：2013-06-03

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/493

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：US20130231936A1

公开(公告)日：2013-09-05

申请号：US13871903

申请日：2013-04-26

Applicant: INTELLISIST, INC.

Inventor： G. Kevin Doren

IPC: G10L21/00

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

Abstract: A computer-implemented system and method for identifying and masking special information within recorded speech is provided. A field for entry of special information is identified. Movement of a pointer device along a trajectory towards the field is also identified. A correlation of the pointer device movement and entry of the special information is determined based on a location of the trajectory in relation to the field. A threshold is applied to the correlation. The special information is received as verbal speech. A recording of the special information is rendered unintelligible when the threshold is satisfied.

Abstract translation: 提供了一种用于识别和屏蔽记录语音内的特殊信息的计算机实现的系统和方法。 确定了特殊信息的输入区域。 指示器装置沿着朝向场的轨迹的移动也被识别。 基于相对于该场的轨迹的位置来确定指针装置移动和特殊信息的输入的相关性。 对相关性应用阈值。 收到特别信息作为口头讲话。 当满足阈值时，特殊信息的记录变得难以理解。