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21.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：US10375242B2
公开(公告)日：2019-08-06
申请号：US15483555
申请日：2017-04-10
Applicant: Intellisist, Inc.
Inventor： David Milstein , Gilad Odinak , Howard M. Lee
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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23.发明授权公开(公告)号：US10142474B2
公开(公告)日：2018-11-27
申请号：US15598984
申请日：2017-05-18
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Yishay Carmiel
Abstract: A computer-implemented system and method for facilitating interactions via automatic agent responses is provided. Communication during an interaction between a user and an agent is monitored and a request from the user is identified during the interaction. A list of candidate responses to the request is compiled and provided to the agent. Time is measured upon providing the list to the agent and a predetermined amount of time is applied to the measured time. When the measured time exceeds the predetermined amount of time and the agent has failed to provide a response to the user, one of the candidate responses from the list is automatically selected and provided to the user.
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公开(公告)号：US10121475B2
公开(公告)日：2018-11-06
申请号：US15339788
申请日：2016-10-31
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak
Abstract: A computer-implemented system and method for performing distributed speech recognition is provided. Audio data is collected. A main grammar and secondary grammars are simultaneously provided for the audio data. Each secondary grammar includes an independent grammar. Speech recognition is simultaneously performed on the audio data using each secondary grammar. A new grammar is constructed for the audio data based on the main grammar template using results of the speech recognition. Further speech recognition is performed on the audio data using the new grammar.
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公开(公告)号：US10038784B2
公开(公告)日：2018-07-31
申请号：US14880122
申请日：2015-10-09
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
IPC: H04M3/00 , H04M3/51 , G10L15/08 , G06Q10/10 , G10L25/60 , G06F17/21 , G10L15/26 , G10L25/51 , H04M3/22 , H04M3/523 , G10L17/26
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 agent guidance is provided. Speech communicated by a user to an agent is monitored during a call within a call center. Traits of the user are identified during the call based on the speech of the user. A determination is made as to how likely the user is to accept an offer provided by the agent based on the user traits. The user is classified as belonging to one of a plurality of stages of persuasion based on the likelihood determination, and guidance is provided to the agent based on classification of the user in at least one of the classes. The offer is provided to the user based on the guidance.
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Patent Agency Ranking
公开(公告)号：US20180198909A1
公开(公告)日：2018-07-12
申请号：US15912347
申请日：2018-03-05
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 , H04W4/21 , H04W12/10
Abstract: A computer-implemented system and method for call status determination is provided. A request for verification of incoming calls to a party is received. An incoming call from a caller to that party is identified and metadata associated with the incoming call is obtained. An identification of the caller and whether a security certificate is present is determined from the metadata. A connection status of the call is determined based on one of a presence and absence of the security certificate. A notification of the connection status is provided to the party.
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27.发明申请公开(公告)号：US20180151174A1
公开(公告)日：2018-05-31
申请号：US15882958
申请日：2018-01-29
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 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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28.发明申请公开(公告)号：US20180129876A1
公开(公告)日：2018-05-10
申请号：US15803350
申请日：2017-11-03
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Yishay Carmiel
CPC classification number: G06K9/00422 , G06F21/60 , G06F21/6245 , G06K9/00463 , G06K9/00577 , G06K9/46 , G06K2209/01 , G06K2209/03 , G06Q30/016 , H04M3/42221 , H04M3/51 , H04M2201/38 , H04M2203/301 , H04M2203/6009 , H04W12/02
Abstract: Portions of a customer interaction recording that include sensitive information can be identified by performing character recognition on the images in the recording. Field identifiers identified through character recognition are compared to a list of known identifiers of fields for entry of sensitive information. Based on the comparison, field identifiers identified through character recognition can be recognized as sensitive information field identifiers. Images that include the sensitive information field identifiers can be blurred in the stored recording. Further, agent behavior in relation to the screens with fields for entry of sensitive information can be analyzed for purposes such as identifying potentially malicious agent behavior, an agent being in need of assistance, or a recurring customer issue.
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29.发明申请公开(公告)号：US20180032755A1
公开(公告)日：2018-02-01
申请号：US15661347
申请日：2017-07-27
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak
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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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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