公开(公告)号：US20140348320A1

公开(公告)日：2014-11-27

申请号：US14457050

申请日：2014-08-11

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/51 ,  H04W4/12

CPC classification number: H04M3/5183 ,  G10L13/08 ,  G10L15/265 ,  H04M3/42059 ,  H04M3/42221 ,  H04M3/42382 ,  H04M3/4936 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/523 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/357 ,  H04M2203/4536 ,  H04W4/12

Abstract: A system and method for processing multi-modal communications is provided. A call is received into a call center via a telephone. The call includes an inquiry of incoming speech utterances from a caller. The call is assigned to an agent within the call center. Transcribed text is generated by performing automatic speech recognition on the incoming speech utterances. The transcribed text is displayed to the agent via a display. Text messages from the caller are separately received into the call center via the telephone during the call. The text messages are identified as originating from the caller of the call and displayed to the agent.

Abstract translation: 提供了一种用于处理多模式通信的系统和方法。 通过电话接到呼叫中心。 呼叫包括来自呼叫者的来话语音的询问。 呼叫被分配给呼叫中心内的代理。 通过对传入语音语音执行自动语音识别来生成转录文本。 转录的文字通过显示显示给代理人。 通话期间来自呼叫者的短信分别通过电话接收到呼叫中心。 文本消息被标识为来自呼叫者的呼叫并显示给代理。

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。

公开(公告)号：US20140067390A1

公开(公告)日：2014-03-06

申请号：US14074653

申请日：2013-11-07

Applicant: Intellisist,Inc.

Inventor： Mike O. Webb

IPC: G10L15/26

CPC classification number: G10L15/26 ,  G10L15/04 ,  H04M3/53333 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/2016 ,  H04M2203/4536

Abstract: A computer-implemented system and method for transcribing verbal messages is provided. Verbal messages each comprising audio content are received. Automatically recognized text is generated for the audio content of at least one of the verbal messages. A turn-around processing time is applied to the verbal message. The automatically recognized text and verbal message are transferred to a human agent when an expected processing time of the verbal message satisfies the turn-around processing time. At least a portion of the automatically recognized text is replaced with manual transcription from the human agent. The automatically recognized text and manual transcription are provided as a text message.

Abstract translation: 提供了一种用于转录口头消息的计算机实现的系统和方法。 接收包含音频内容的语音消息。 为至少一个口头消息的音频内容生成自动识别的文本。 翻译处理时间被应用于口头消息。 当语音消息的预期处理时间满足折返处理时间时，自动识别的文本和口头消息被传送到人类代理。 自动识别的文本的至少一部分被来自人类代理的手动转录替代。 自动识别的文本和手动转录作为文本消息提供。

公开(公告)号：US20130064356A1

公开(公告)日：2013-03-14

申请号：US13669388

申请日：2012-11-05

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M1/64

CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

Abstract: A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center.

Abstract translation: 提供了一种用于在呼叫中心存储呼叫记录的系统和方法。 对呼叫中心的来电进行监控。 保留条件是通过重要性获得和排序的。 保留条件适用于每个呼叫。 识别符合至少一个保留条件的呼叫。 选择包括单个非常重要的标准之一的标识呼叫和两个或更多不太重要的标准，以保留在呼叫中心。 所选呼叫的录音存储在呼叫中心。

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.

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

IPC: G10L21/00 ,  G10L15/00 ,  G10L15/04 ,  G10L15/26 ,  H04L9/32 ,  G10L17/00 ,  G10L21/02

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.

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.

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.

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

IPC: G10L15/26 ,  H04M3/51 ,  H04M3/42 ,  G10L15/19 ,  G10L15/01 ,  G10L15/18 ,  G10L15/10 ,  G10L15/06

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.

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

IPC: G10L21/00 ,  G10L15/00 ,  G10L15/04 ,  G10L15/26 ,  H04L9/32 ,  G10L17/00 ,  G10L21/02

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.