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公开(公告)号：US20170223182A1
公开(公告)日：2017-08-03
申请号：US15420027
申请日：2017-01-30
Applicant: Intellisist, Inc.
Inventor： David Milstein
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 a status of a call connection is provided. Metadata associated with a party to a call is obtained upon commencement of the call. An identification of the party and whether a security certificate is present is determined from the metadata. A status of unsecure is assigned to a connection of the call when the security certificate is not present. The call connection status is provided to another party to the call via a mobile device and a selection is received from the other party via the mobile device, in response to the call connection status provided.
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12.发明授权公开(公告)号：US09633658B2
公开(公告)日：2017-04-25
申请号：US15207440
申请日：2016-07-11
Applicant: Intellisist, Inc.
Inventor： David Milstein
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 during a live call is provided. Speech utterances are transcribed during a live call. A confidence score is assigned to each transcribed speech utterance. One of the transcribed speech utterances with a low confidence score is identified. An attempt is made to identify a pool of related transcribed speech utterances by monitoring other live calls for a predetermined amount of time. Similar transcribed speech utterances with low confidence scores are identified and a group of the similar transcribed speech utterances and the identified transcribed speech utterance is formed. A determination is made as to whether the group includes a predetermined number of transcribed speech utterances upon termination of the predetermined time. If so, a sample of the transcribed speech utterances in the pool is processed to verify a validity of the transcribed speech utterances.
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13.发明授权公开(公告)号：US09621726B2
公开(公告)日：2017-04-11
申请号：US14667549
申请日：2015-03-24
Applicant: Intellisist, Inc.
Inventor： David Milstein , Gilad Odinak , Howard M. Lee
CPC classification number: H04M3/5183 , G06F17/30705 , G06F17/30861 , H04M3/42382 , H04M3/4872 , H04M3/51 , H04M3/5232 , H04M2203/556 , H04M2203/655
Abstract: A computer-implemented system and method for detecting events for use in an automated call center environment are provided. A plurality of messages is monitored by a call center. Those messages sharing one or more keywords representative of one or more potential events are identified. The one or more potential events are detected based on the shared keywords. At least one of the potential events is identified as an event based on the number of messages that share the keywords representative of that potential event. Metadata regarding the event is extracted from the messages sharing the keywords representative of the event. A message regarding the event that includes the extracted metadata is generated. The generated message from the call center is provided to at least one user related to the event.
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14.发明申请System and Method for Providing Ongoing Call Center Call Assistance with the Aid of a Digital Computer 有权为数字计算机辅助提供呼叫中心呼叫协助的系统和方法公开(公告)号：US20160323451A1
公开(公告)日：2016-11-03
申请号：US15207391
申请日：2016-07-11
Applicant: Intellisist, Inc.
Inventor： David Milstein , Gilad Odinak , Howard M. Lee
CPC classification number: H04M3/5191 , G06Q10/063112 , G06Q10/1097 , G10L25/87 , G10L2015/088 , H04M3/42221 , H04M3/5166 , H04M3/5175 , H04M3/5233 , H04M3/56 , H04M2201/40
Abstract: A system and method for providing ongoing call center call assistance with the aid of a digital computer is provided. A call is received from a caller by an automatic call distributor in a call center and the caller is connected by the automatic call distributor to an agent of the call center. The agent's speech during the call is monitored by an intervention processor included in the call center. The intervention processor determines speech characteristics of the agent during the call, obtains predetermined speech characteristics for the agent, compares the predetermined speech characteristics to the speech characteristics determined during the call, and detects the agent being in need of assistance based on the comparison. The automatic call distributor determines a subject matter of the call and the intervention processor identifies an expert whose expertise matches the subject matter. The intervention processor patches the expert into the call.
Abstract translation: 提供了一种借助数字计算机提供持续呼叫中心呼叫协助的系统和方法。 通过呼叫中心的自动呼叫分配器从呼叫者接收到呼叫，呼叫者通过自动呼叫分配器连接到呼叫中心的代理。 呼叫中的代理人讲话由呼叫中心内的干预处理器进行监控。 干预处理器确定呼叫期间代理的语音特性，获得代理的预定语音特性，将预定语音特征与在呼叫期间确定的语音特征进行比较，并且基于比较来检测需要帮助的代理。 自动呼叫分配器确定呼叫的主题，并且干预处理器识别专家与主题匹配的专家。 干预处理器将专家补丁到呼叫中。
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15.发明授权Computer-implemented system and method for voice transcription error reduction 有权计算机实现的语音转录错误减少系统和方法公开(公告)号：US08972261B2
公开(公告)日：2015-03-03
申请号：US14171732
申请日：2014-02-03
Applicant: Intellisist, Inc.
Inventor： David Milstein
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 voice transcription error reduction is provided. Speech utterances are obtained from a voice stream and each speech utterance is associated with a transcribed value and a confidence score. Those utterances with transcription values associated with lower confidence scores are identified as questionable utterances. One of the questionable utterances is selected from the voice stream. A predetermined number of questionable utterances from other voice streams and having transcribed values similar to the transcribed value of the selected questionable utterance are identified as a pool of related utterances. A further transcribed value is received for each of a plurality of the questionable utterances in the pool of related utterances. A transcribed message is generated for the voice stream using those transcribed values with higher confidence scores and the further transcribed value for the selected questionable utterance.
Abstract translation: 提供了一种用于语音转录错误减少的计算机实现的系统和方法。 从语音流中获得语音话语，并且每个语音话语与转录值和置信度得分相关联。 具有与较低置信度得分相关联的转录值的话语被确定为可疑话语。 从语音流中选择一个可疑话语。 来自其他语音流并具有与所选择的可疑话语的转录值类似的转录值的预定数量的可疑话语被识别为相关话语池。 在相关话语池中的多个可疑话语中的每一个接收另外的转录值。 使用具有更高置信度得分的转录值和所选择的可疑话语的另外的转录值，为语音流生成转录消息。
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Patent Agency Ranking
16.发明申请Computer-Implemented System And Method For Efficiently Facilitating Appointments Within A Call Center Via An Automatic Call Distributor 有权计算机实现的系统和方法通过自动呼叫分配器有效地促进呼叫中心内的任用公开(公告)号：US20140270135A1
公开(公告)日：2014-09-18
申请号：US13802710
申请日：2013-03-14
Applicant: INTELLISIST, INC.
Inventor： Gilad Odinak , David Milstein , Tamilselvan Ramasamy
IPC: H04M3/51
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.
Abstract translation: 提供了一种用于促进呼叫中心内的约会的计算机实现的系统和方法。 从用户接收呼叫中心内的代理列表。 每个代理与呼叫队列相关联，并处理到呼叫队列的传入客户呼叫。 确定列表中每个代理的可用性。 其中一个代理被选为最可用的代理。 为用户提供最可用代理的记录，并与最可用的代理自动连接。
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公开(公告)号：US20180122382A1
公开(公告)日：2018-05-03
申请号：US15859176
申请日：2017-12-29
Applicant: Intellisist, Inc.
Inventor： David Milstein
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 and a confidence score are assigned to each utterance in a stream of audio data. Those utterances with confidence scores that fall below a confidence threshold are identified as questionable utterances. At least one of the questionable utterances is placed into a pool of related utterances also determined to be questionable. A determination is made as to whether the pool satisfies a size threshold within a predetermined amount of time. A sample of the questionable utterances from the pool is obtained when the pool satisfies the size threshold within the predetermined amount of time. The sample of questionable utterances is provided to at least one human transcriber for verification.
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18.发明授权公开(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
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.
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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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公开(公告)号：US20170279964A1
公开(公告)日：2017-09-28
申请号：US15483555
申请日：2017-04-10
Applicant: Intellisist, Inc.
Inventor： David Milstein , Gilad Odinak , Howard M. Lee
CPC classification number: H04M3/5183 , G06F16/35 , G06F16/95 , H04M3/42382 , H04M3/4872 , H04M3/51 , H04M3/5232 , H04M2203/556 , H04M2203/655
Abstract: A system and method for user notification regarding detected events is provided. A plurality of messages are accessed from one or more sources. Those of the messages associated with one or more potential events are identified. The potential events are detected based on the messages. At least one of the potential events is identified as an event based on a number of messages associated with that potential event. Metadata regarding the event is extracted by from the messages associated with the event. Information regarding the event is obtained from a third party different from the one or more sources of the monitored messages. A message regarding the event is generated, the generated message comprising the extracted metadata and the information. At least one user associated with the event is identified, wherein the at least one user is notified of the event using the generated message.
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