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31.发明授权Computer-implemented system and method for reducing voice transcription error 有权用于减少语音转录错误的计算机实现的系统和方法公开(公告)号：US09218808B2
公开(公告)日：2015-12-22
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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32.发明申请Computer-Implemented System And Method For Dynamically Providing Guidance During Customer Interactions 审中-公开计算机实现的系统和在客户互动过程中动态提供指导的方法公开(公告)号：US20150356568A1
公开(公告)日：2015-12-10
申请号：US14300087
申请日：2014-06-09
Applicant: Intellisist, Inc.
Inventor： David Milstein , Howard M. Lee
CPC classification number: G06Q30/016 , G06Q30/01 , H04M3/51
Abstract: Computer-implemented system and method for dynamically providing guidance during customer interactions are provided. Data associated with a plurality of completed customer interactions is obtained. One or more of the completed customer interactions are identified as successful customer interactions. An ongoing customer interaction is monitored. One or more of the successful customer interactions similar to the ongoing customer interaction are identified. Guidance is generated based on at least one of the similar successful interactions. The guidance is provided to one or more parties to the ongoing customer interaction.
Abstract translation: 提供了计算机实现的系统和方法，用于在客户交互期间动态提供指导。 获得与多个完成的客户交互相关联的数据。 一个或多个完成的客户互动被标识为成功的客户互动。 正在进行的客户互动被监控。 确定与正在进行的客户交互相似的一个或多个成功的客户交互。 基于至少一个类似的成功交互产生指导。 向正在进行的客户互动的一方或多方提供指导。
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33.发明申请Computer-Implemented Call Center Architecture And Method For Optimizing Customer Experience Through In-Band Expert Intervention 有权计算机实施的呼叫中心架构和通过带内专家干预优化客户体验的方法公开(公告)号：US20150281454A1
公开(公告)日：2015-10-01
申请号：US14668806
申请日：2015-03-25
Applicant: Intellisist, Inc.
Inventor： David Milstein , Gilad Odinak , Howard M. Lee
IPC: H04M3/523
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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34.发明申请Computer-Implemented System And Method For Protecting Sensitive Information Within A Call Center In Real Time 审中-公开计算机实现的系统和实时保护呼叫中心内敏感信息的方法公开(公告)号：US20150281446A1
公开(公告)日：2015-10-01
申请号：US14667603
申请日：2015-03-24
Applicant: Intellisist, Inc.
Inventor： David Milstein , Gilad Odinak , Howard M. Lee
CPC classification number: H04M3/5166 , H04M3/493 , H04M3/5232 , H04M3/58 , H04M2203/6009
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.
Abstract translation: 提供了一种用于在呼叫中心内实时保护敏感信息的计算机实现的系统和方法。 在呼叫中心内接收到来自呼叫者的呼叫。 呼叫被分配给代理，并且确定呼叫者何时提供敏感信息。 将用户转移到提供敏感信息的自动语音响应系统，同时与代理保持呼叫。 提供敏感信息后，呼叫方返回给代理商。 发送关于敏感信息的状态的通知，并且呼叫被终止。
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公开(公告)号：US11012565B2
公开(公告)日：2021-05-18
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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Patent Agency Ranking
36.发明申请公开(公告)号：US20180069960A1
公开(公告)日：2018-03-08
申请号：US15811551
申请日：2017-11-13
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 for scheduling meetings within a call center is received from a user. An availability status is determined for each agent on the list at a common time. A determination that all the agents on the list are unavailable for a meeting with the user at the common time is made. A notice is provided to the user that all the agents on the list are unavailable. The agents are tracked and at a later time, one of the agents is determined to be available. A determination is made that the user is available at the later time and the available agent is transferred to the user.
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公开(公告)号：US20180048761A1
公开(公告)日：2018-02-15
申请号：US15723093
申请日：2017-10-02
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 call status is provided. A call from a caller to a recipient is identified and an identity of the caller is determined. A determination is made as to whether a security certificate of the caller is available. A status of the call is determined based on one of a presence and an absence of the security certificate. The identity of the caller is provided to the recipient. A type of notification for the call status is determined based on a type of the call status and the notification is delivered with the caller identity.
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公开(公告)号：US09781256B2
公开(公告)日：2017-10-03
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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公开(公告)号：US20170229123A1
公开(公告)日：2017-08-10
申请号：US15495919
申请日：2017-04-24
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 is assigned to each utterance obtained from a user during a call and a confidence score is assigned to each transcribed value. An accuracy threshold is applied to the confidence scores and the transcribed values that satisfy the accuracy threshold are incorporated in a message. A grouping is generated for at least one of the utterances associated with one such transcribed value that fails to satisfy the accuracy threshold. The grouping includes the at least one utterance and related utterances from other calls. Further transcribed values for at least a portion of the utterances in the grouping are received from human transcribers. The remaining utterances in the grouping are provided to the human transcribers when the further transcribed values differ. The further transcribed value for the at least one utterance is incorporated in the message.
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40.发明授权Computer-implemented system and method for determining call connection status 有权用于确定呼叫连接状态的计算机实现的系统和方法公开(公告)号：US09560196B2
公开(公告)日：2017-01-31
申请号：US15168193
申请日：2016-05-30
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 call connection status is provided. A call initiated by a calling party to a receiving party is monitored. Metadata associated with the receiving party is obtained upon reaching a ring tone of the receiving party. An identity of the receiving party is determined via the metadata. A connection with the receiving party is determined to be secure during the call when the metadata comprises a security certificate. A status of the secure connection is provided to each of the calling party and the receiving party.
Abstract translation: 提供了一种用于确定呼叫连接状态的计算机实现的系统和方法。 由主叫方发送给接收方的呼叫被监视。 与接收方相关联的元数据在达到接收方的铃音时获得。 接收方的身份通过元数据确定。 当元数据包括安全证书时，在呼叫期间确定与接收方的连接是安全的。 向每个主叫方和接收方提供安全连接的状态。
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