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21.发明申请公开(公告)号：US20170264746A1
公开(公告)日：2017-09-14
申请号：US15606399
申请日：2017-05-26
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 , Y04S10/54
Abstract: A system and method for providing customer-specific ongoing call center assistance with the aid of a digital computer are provided. A call is received from a caller in a call center and the caller is connected to an agent of the call center. The speech of at least one of the caller and the agent is monitored during the call. A subject matter of the call is determined based on the monitoring. One or more characteristics of the caller are obtained. The agent is identified as being in need of assistance. Expert selection criteria are obtained and weighed based on one or more of the characteristics of the caller. An expert agent is selected using the weighed expert selection criteria and the subject matter of the call. The selected expert agent is patched into the call.
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22.发明申请Computer-Implemented System And Method For Reducing Voice Transcription Error 有权计算机实现的系统和减少语音转录错误的方法公开(公告)号：US20150170639A1
公开(公告)日：2015-06-18
申请号：US14636087
申请日：2015-03-02
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 reducing voice transcription error is provided. Audio data is received during a call and parsed into utterances. A transcribed value and confidence score are assigned to each utterance. Those utterances with low confidence scores are identified as questionable utterances. One of the questionable utterances is selected from the audio data and a pool of questionable utterances is formed. The pool includes the selected questionable utterance and other questionable utterances, from other calls, that are similar to the selected questionable utterance. A size threshold is applied to the pool of questionable utterances. All the questionable utterances in the pool are provided to at least one human transcriber when the pool fails to satisfy the size threshold. Further transcribed values are received from the transcriber for each of the questionable utterances in the pool.
Abstract translation: 提供了一种用于减少语音转录错误的计算机实现的系统和方法。 音频数据在通话期间被接收并解析成话语。 转录的值和置信度得分分配给每个发音。 那些低置信度的话语被认为是可疑的话语。 从音频数据中选择可疑话语之一，并形成可疑话语池。 游泳池包括所选择的可疑话语和其他可疑话语，来自其他呼叫，类似于所选择的可疑话语。 大小阈值适用于可疑话语池。 当池不能满足大小阈值时，池中的所有可疑话语都提供给至少一个人转录器。 对于游泳池中的每个可疑话语，从抄录员收到进一步的转录值。
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23.发明申请公开(公告)号：US20140128030A1
公开(公告)日：2014-05-08
申请号：US14067853
申请日：2013-10-30
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 validating call connections is provided. Metadata about a connecting party is collected during a call, wherein the call is received by or initiated by a user. A connection status for the call is verified. The connecting party metadata is compared with connecting party records stored in a database and an attempt to determine an identity of the connecting party is made based on the comparison. A determination as to whether a security certificate is present with the metadata is made. The connection status is determined based on the connecting party identity attempt and the identification of whether the security certificate is present. The determined connection status is provided to the user.
Abstract translation: 提供了一种用于验证呼叫连接的计算机实现的系统和方法。 在呼叫期间收集关于连接方的元数据，其中呼叫由用户接收或由用户发起。 验证呼叫的连接状态。 将连接方元数据与存储在数据库中的连接方记录进行比较，并且基于该比较来确定连接方的身份的尝试。 确定是否存在具有元数据的安全证书。 连接状态是根据连接方身份尝试和确定安全证书是否存在确定的。 所确定的连接状态被提供给用户。
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公开(公告)号：US20210006658A1
公开(公告)日：2021-01-07
申请号：US17023836
申请日：2020-09-17
Applicant: Intellisist Inc.
Inventor： Gilad Odinak , David Milstein , Tamilselvan Ramasamy
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 agents.
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公开(公告)号：US10511710B2
公开(公告)日：2019-12-17
申请号：US15912347
申请日：2018-03-05
Applicant: Intellisist, Inc.
Inventor： David Milstein
IPC: H04M1/66 , H04M3/42 , H04W4/16 , H04L29/06 , H04W12/10 , H04L29/08 , H04M1/725 , H04W4/20 , H04W4/21
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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Patent Agency Ranking
公开(公告)号：US10469663B2
公开(公告)日：2019-11-05
申请号：US14667603
申请日：2015-03-24
Applicant: Intellisist, Inc.
Inventor： David Milstein , Gilad Odinak , Howard M. Lee
Abstract: A computer-implemented system and method for protecting sensitive information within a call center in real time is provided. A call from a caller is received within a call center. The call is assigned to an agent and a determination is made as to when the caller is to provide sensitive information. The user is transferred to an automated voice response system to which the sensitive information is provided, while maintaining the call with the agent. The caller is returned to the agent upon providing the sensitive information. A notification regarding a status of the sensitive information is sent and the call is terminated.
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公开(公告)号：US10083691B2
公开(公告)日：2018-09-25
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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28.发明授权公开(公告)号：US09667793B2
公开(公告)日：2017-05-30
申请号：US15207391
申请日：2016-07-11
Applicant: Intellisist, Inc.
Inventor： David Milstein , Gilad Odinak , Howard M. Lee
IPC: H04M3/00 , H04M5/00 , H04M3/51 , G06Q10/10 , H04M3/523 , G10L25/87 , H04M3/42 , H04M3/56 , G10L15/08
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.
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29.发明授权Computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention 有权计算机实现的呼叫中心架构和方法，通过带内专家干预优化客户体验公开(公告)号：US09392117B2
公开(公告)日：2016-07-12
申请号：US14668806
申请日：2015-03-25
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 computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention is provided. Calls conducted between an agent and a caller are monitored. A need for assistance by an expert agent in one such call based on an inquiry by the caller is identified. Expert selection criteria to a predetermined group of expert agents with expertise in subject matter relating to the caller's inquiry is applied. One of the expert agents that matches with the expert selection criteria is selected and a notification to the agent that the selected expert agent will assist with the call is transmitted. The expert agent is then patched into the call.
Abstract translation: 提供了一种通过带内专家干预优化客户体验的计算机实现的呼叫中心架构和方法。 监听代理和呼叫者之间进行的呼叫。 识别由基于呼叫者的查询的一个这样的呼叫中的专家代理的协助的需要。 应用专家选择标准给具有与呼叫者查询有关的主题的专业知识的预定专家组。 选择与专家选择标准相匹配的专家代理人之一，并且发送所选专家代理将协助该呼叫的代理通知。 然后将专家代理程序修补到呼叫中。
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30.发明授权Computer-implemented system and method for efficiently reducing transcription error during a call 有权用于在呼叫期间有效减少转录错误的计算机实现的系统和方法公开(公告)号：US09392108B2
公开(公告)日：2016-07-12
申请号：US14977549
申请日：2015-12-21
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 efficiently reducing transcription error during a call is provided. A group of similar questionable utterances is monitored. Each questionable utterance is assigned a transcribed value and is selected from a different call. A sample of the similar questionable utterances is selected from the group and provided to a human transcriber. A further transcribed value for each of the similar questionable utterances in the sample is received from the human transcriber. The further transcribed values for the similar questionable utterances in the sample are compared. Each of the remaining similar questionable utterances in the group are provided to the human transcriber when the compared further transcribed values of the similar questionable utterances in the sample are different.
Abstract translation: 提供了一种用于在呼叫期间有效降低转录错误的计算机实现的系统和方法。 监测一组类似的可疑话语。 每个可疑话语被分配一个转录的值，并从不同的呼叫中选择。 类似的可疑话语的样本从该组中选择并提供给人类誊写者。 来自人类誊写者的样本中的每个类似的可疑话语的另一转录值。 比较样本中类似可疑话语的进一步转录值。 当样本中相似的可疑话语的比较进一步转录值不同时，组中剩余的类似可疑话语中的每一个都提供给人类誊写者。
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