公开(公告)号：US20170195491A1

公开(公告)日：2017-07-06

申请号：US15362728

申请日：2016-11-28

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/523 ,  G10L15/30 ,  G06Q10/06 ,  G10L15/08 ,  G10L25/51 ,  G06Q10/10 ,  H04M3/51 ,  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 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：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

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/487 ,  H04M3/42 ,  H04M3/523 ,  G06F17/30

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.

公开(公告)号：US09514329B2

公开(公告)日：2016-12-06

申请号：US13853972

申请日：2013-03-29

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04L29/06 ,  G06F21/62 ,  H04L9/08

CPC classification number: G06F21/6227 ,  G06Q30/0281 ,  H04L9/0861 ,  H04L9/0866 ,  H04L9/0869 ,  H04L9/0894 ,  H04L9/14 ,  H04M3/42221 ,  H04M3/5175 ,  H04M2203/301 ,  H04M2203/609

Abstract: A computer-implemented system and method for individual record encryption is provided. A plurality of records associated with incoming calls to a call center are maintained. A unique encryption key is randomly generated for each record. The records are each encrypted using the encryption key generated for that record. The keys are stored in a location separate from the encrypted records.

Abstract translation: 提供了用于单独记录加密的计算机实现的系统和方法。 保持与呼叫中心的呼入相关联的多个记录。 为每个记录随机生成唯一的加密密钥。 记录都使用为该记录生成的加密密钥进行加密。 密钥存储在与加密记录分开的位置。

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

IPC: H04M3/51 ,  G10L25/87 ,  H04M3/523 ,  H04M3/56 ,  H04M3/42

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。

公开(公告)号：US09258414B2

公开(公告)日：2016-02-09

申请号：US14691519

申请日：2015-04-20

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M3/51 ,  H04M3/53 ,  H04M3/493 ,  H04W4/12 ,  G10L13/08 ,  G10L15/26 ,  H04M3/523 ,  H04M3/533

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 computer-implemented system and method for facilitating agent-customer calls is provided. A call from a customer is accepted into a call center and is assigned to an agent associated with the call center. At least one text message is received from the customer during the call and is directed to the agent. Outgoing text messages are received from the agent in response to the text message from the customer and content of the outgoing text messages from the agent are converted into synthesized speech. The synthesized speech is provided to the customer during the call.

Abstract translation: 提供了一种用于促进代理客户呼叫的计算机实现的系统和方法。 来自客户的呼叫被接收到呼叫中心并被分配给与呼叫中心相关联的代理。 在通话期间从客户接收至少一个短信，并被指示给代理。 响应于来自客户的文本消息从代理接收到传出短信，并且来自代理的输出文本消息的内容被转换为合成语音。 在通话期间将合成语音提供给客户。

公开(公告)号：US09224389B2

公开(公告)日：2015-12-29

申请号：US14010501

申请日：2013-08-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: G10L15/18 ,  G10L15/30 ,  G10L15/32 ,  G10L15/34 ,  H04M3/51 ,  G10L15/193

CPC classification number: G10L15/30 ,  G10L13/08 ,  G10L15/18 ,  G10L15/193 ,  G10L15/32 ,  G10L15/34 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2201/40

Abstract: A system and method for performing distributed speech recognition is provided. Audio data is received on a main recognizer and on each of a plurality of secondary recognizers. Secondary grammars are transmitted to each of the secondary recognizers. The secondary recognizers each perform speech recognition on the audio data using the secondary grammar for that secondary recognizer. A new grammar is constructed based on results of the speech recognition by each of the secondary recognizers. The main recognizer performs speech recognition on the audio data using the new grammar.

Abstract translation: 提供了一种用于执行分布式语音识别的系统和方法。 在主识别器和多个次级识别器中的每一个上接收音频数据。 次级语法被传送到每个二级识别器。 次级识别器使用该二级识别器的辅助语法对音频数据进行语音识别。 基于每个二级识别器的语音识别结果构建新的语法。 主识别器使用新的语法对音频数据执行语音识别。

公开(公告)号：US09159054B2

公开(公告)日：2015-10-13

申请号：US14485589

申请日：2014-09-12

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/00 ,  G06Q10/10 ,  H04M3/51 ,  G10L15/08 ,  G10L25/60 ,  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 guidance to persuade a caller is provided. A call is received from a caller into a call center and an offer is provided to the caller. A likelihood of the caller to accept the offer is measured by analyzing voice input of the caller during the call. One or more paralinguistic voice characteristics in the voice input are determined. A stage of persuasion is assigned to the caller based on the paralinguistic voice characteristics and a recommendation is made for guidance to persuade the caller to accept the offer.

Abstract translation: 提供了一种用于提供指导以说​​服呼叫者的系统和方法。 从呼叫者接收到呼叫中心的呼叫，并向呼叫者提供报价。 呼叫者接受报价的可能性是通过分析呼叫中的呼叫者的语音输入来测量的。 确定语音输入中的一个或多个旁路语音特征。 劝说阶段根据语音特征分配给呼叫者，并建议引导以说服呼叫者接受该提议。

公开(公告)号：US20150003603A1

公开(公告)日：2015-01-01

申请号：US14485596

申请日：2014-09-12

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/523

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 pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent.

Abstract translation: 提供了一种用于在呼叫中心环境中配对代理和呼叫者的系统和方法。 从呼叫者接收到呼叫中心呼叫。 在呼叫期间从呼叫者接收到语音样本，并且从语音样本识别呼叫者的特征。 呼叫者的特征与呼叫中心内的一个或多个候选代理的特征进行比较。 基于呼叫者和该候选代理共享的特征的数量，在呼叫者和每个候选代理之间确定相似性。 基于相似性选择候选代理之一，并且呼叫者与选择的候选代理连接。

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。