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公开(公告)号：US20150146867A1
公开(公告)日：2015-05-28
申请号：US14612220
申请日：2015-02-02
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Adam Waalkes
CPC classification number: H04M3/5175 , H04M3/42068 , H04M3/4285 , H04M3/5133 , H04M3/523 , H04M3/5238 , H04M2201/40
Abstract: A system and method for determining customer hold times is provided. A database of caller profiles is maintained. A call from a caller is received into a call center and assigned to an agent. A delay during which the caller is to be placed on hold is identified. A hold time for the delay is determined based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.
Abstract translation: 提供了一种用于确定客户保持时间的系统和方法。 维护呼叫者简档的数据库。 来自呼叫者的呼叫被接收到呼叫中心并被分配给代理。 识别呼叫者被置于保持状态的延迟。 延迟的保持时间是基于保持队列的长度，代理的忙碌程度和与呼叫者相关联的呼叫者简档来确定的。
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公开(公告)号：US20150003605A1
公开(公告)日：2015-01-01
申请号：US14485589
申请日：2014-09-12
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
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 guidance to persuade a caller is provided. A call is received from a caller into a call center and an offer is provided to the caller. A likelihood of the caller to accept the offer is measured by analyzing voice input of the caller during the call. One or more paralinguistic voice characteristics in the voice input are determined. A stage of persuasion is assigned to the caller based on the paralinguistic voice characteristics and a recommendation is made for guidance to persuade the caller to accept the offer.
Abstract translation: 提供了一种用于提供指导以说服呼叫者的系统和方法。 从呼叫者接收到呼叫中心的呼叫，并向呼叫者提供报价。 呼叫者接受报价的可能性是通过分析呼叫中的呼叫者的语音输入来测量的。 确定语音输入中的一个或多个旁路语音特征。 劝说阶段根据语音特征分配给呼叫者，并建议引导以说服呼叫者接受该提议。
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公开(公告)号：US20140129219A1
公开(公告)日：2014-05-08
申请号：US14071639
申请日：2013-11-04
Applicant: Intellisist, Inc.
Inventor： Howard M. Lee , Steven Lutz , Gilad Odinak
IPC: G10L17/00
CPC classification number: G10L15/04 , G10L15/26 , G10L17/00 , G10L17/005 , G10L21/00 , G10L21/02 , H04L9/3231 , H04L2209/04 , H04L2209/56
Abstract: A computer-implemented system and method for masking special data is provided. Speakers of a call recording are identified. The call recording is separated into strands corresponding to each of the speakers. A prompt list of elements that prompt the speaker of the other strand to utter special information is applied to one of the strands. At least one of the elements of the prompt list is identified in the one strand. A special information candidate is identified in the other strand and is located after a location in time where the element was found in the voice recording of the one strand. A confidence score is assigned to the element located in the one strand and to the special information candidate in the other strand. The confidence scores are combined and a threshold is applied. The special information candidate is rendered unintelligible when the combined confidence scores satisfy the threshold.
Abstract translation: 提供了一种用于屏蔽特殊数据的计算机实现的系统和方法。 确定了通话记录的扬声器。 呼叫记录被分成与每个扬声器对应的线。 提示其他线索的扬声器发出特殊信息的元素的提示列表应用于其中一条线。 提示列表的至少一个元素在一条链中被识别。 在另一条链中识别出特殊信息候选者，并且位于在一条链的录音中发现该元素的时间点之后。 信任分数被分配给位于一条链中的元素和另一条链中的特殊信息候选。 组合置信度得分并应用阈值。 当组合的置信分数满足阈值时，特殊信息候选者变得难以理解。
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14.发明申请公开(公告)号：US20130251118A1
公开(公告)日：2013-09-26
申请号：US13893231
申请日：2013-05-13
Applicant: Intellisist, Inc.
Inventor： Adam Waalkes , Alastair Sutherland , Gilad Odinak , Haodong Howard Jiang
IPC: H04M3/523
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 dialogue 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.
Abstract translation: 提供了一种用于处理呼叫者响应的计算机实现的系统和方法。 存储包括至少一个对话块的脚本。 在与代理商进行通话期间，从主叫方收到信息。 基于来自呼叫者的接收到的信息，从代理接收至少一个脚本的选择。 所选脚本被呈现给呼叫者。 从呼叫者接收到响应。 呼叫方向改变。 基于来自呼叫者的响应，从代理接收到其中一个脚本的进一步选择。 进一步选择的脚本被呈现给呼叫者。
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公开(公告)号：US10754978B2
公开(公告)日：2020-08-25
申请号：US15661347
申请日：2017-07-27
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak
IPC: G06F21/00 , G06F21/62 , G06F21/60 , H04L29/06 , H04M3/51 , G06F21/70 , H04L9/08 , G06F21/31 , G06F21/64 , G06Q30/00 , H04L9/32
Abstract: A computer-implemented system and method for storing and retrieving sensitive information is provided. Segments of sensitive data each encrypted via a single use encryption key and associated with a reference code are maintained. The reference code is received for at least one of the segments of encrypted sensitive data and the encryption key is recreated based on the received reference code. The encrypted sensitive data segment is decrypted using the recreated encryption key and the decrypted sensitive data segment populates a field in a display.
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Patent Agency Ranking
16.发明授权公开(公告)号：US10446134B2
公开(公告)日：2019-10-15
申请号：US15882958
申请日：2018-01-29
Applicant: Intellisist, Inc.
Inventor： Howard M. Lee , Steven Lutz , Gilad Odinak
Abstract: A system and method for identifying special information within a voice recording is provided. Training to identify a speaker is performed. A voice recording including utterances by at least two speakers is processed to identify segments of the voice recording provided by the speaker. Remaining segments of the voice recording are designated as provided by another speaker. A text element that corresponds to a request for information is identified in at least one of the segments of the voice recording provided by the speaker. A predetermined duration associated with the identified text element is applied to one of the segments of the voice recording of the other speaker occurring immediately after the segment of the voice recording from the regular speaker with the identified text element. The utterances from the other speaker occurring within the predetermined duration are identified as special information and rendered unintelligible.
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公开(公告)号：US10212287B2
公开(公告)日：2019-02-19
申请号：US15859215
申请日：2017-12-29
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak
IPC: H04M1/64 , H04M3/533 , H04L12/18 , H04L12/58 , H04L29/06 , H04W12/06 , H04W4/06 , H04M3/56 , H04W4/12
Abstract: A computer-implemented system and method for delivering group messages is provided. Users signed on to a discussion group that is associated with a discussion group ID are identified. One of the signed-on users is designated as a moderator. A voice message is received and the discussion group ID is extracted from the voice message. The voice message is provided to the moderator and further provided to the signed-on users in the discussion group upon acceptance of the voice message by the moderator.
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公开(公告)号：US10044864B2
公开(公告)日：2018-08-07
申请号：US15362728
申请日：2016-11-28
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
IPC: H04M3/00 , H04M3/523 , H04M3/51 , G10L15/30 , G10L17/26 , G10L15/08 , G10L25/51 , G06Q10/10 , G06Q10/06 , H04M1/64
Abstract: A computer-implemented system and method for assigning call agents to callers is provided. A call from a caller is received into a call center. A voice sample is obtained from the caller during the call and analyzed. Traits of the caller are identified from the analyzed voice sample. A determination that at least one of the identified traits includes characteristics of multiple populations for that trait is made. The identified trait is defined as a percentage of each population included in that trait. The caller traits are compared to traits associated with each active agent within the call center. The agent with the traits most similar to the caller traits is assigned to the caller.
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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
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.
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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
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.
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