公开(公告)号：US20160373577A1

公开(公告)日：2016-12-22

申请号：US14746506

申请日：2015-06-22

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2203/2038

Abstract: A system and method for monitoring customer satisfaction in an ongoing call center interaction is provided. Information about a signal indicating customer dissatisfaction is provided to one or more customers of a call center prior to a start of interactions between one or more agents of the call center and the one or more customers. The interactions are began, including connecting one of the customers to one of the agents by call center after the information is provided. The interactions are monitored for a receipt of the signal from the customer. An action is taken by the call center upon a receipt of the signal.

Abstract translation: 提供了一种用于在正在进行的呼叫中心交互中监视客户满意度的系统和方法。 在呼叫中心的一个或多个代理与一个或多个客户之间的交互开始之前，向呼叫中心的一个或多个客户提供指示客户不满意的信号。 互动开始，包括在提供信息后，通过呼叫中心将其中一个客户连接到其中一个代理商。 监视交互以接收来自客户的信号。 呼叫中心在收到信号后采取行动。

公开(公告)号：US20160277566A1

公开(公告)日：2016-09-22

申请号：US15168193

申请日：2016-05-30

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04M3/42 ,  H04L29/08 ,  H04W12/02 ,  H04L29/06 ,  H04W4/16

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。

公开(公告)号：US09357382B2

公开(公告)日：2016-05-31

申请号：US14067853

申请日：2013-10-30

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04M1/66 ,  H04W12/02 ,  H04W4/16 ,  H04L29/06 ,  H04W12/06

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。

公开(公告)号：US20160112561A1

公开(公告)日：2016-04-21

申请号：US14977549

申请日：2015-12-21

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04M3/42 ,  H04M3/51 ,  G10L15/01 ,  G10L15/22 ,  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 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。