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51.发明授权公开(公告)号：US09819799B2
公开(公告)日：2017-11-14
申请号：US14746506
申请日：2015-06-22
Applicant: Intellisist, Inc.
Inventor： David Milstein
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.
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公开(公告)号：US09819798B2
公开(公告)日：2017-11-14
申请号：US13802710
申请日：2013-03-14
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 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.
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公开(公告)号：US20170279964A1
公开(公告)日：2017-09-28
申请号：US15483555
申请日：2017-04-10
Applicant: Intellisist, Inc.
Inventor： David Milstein , Gilad Odinak , Howard M. Lee
CPC classification number: H04M3/5183 , G06F16/35 , G06F16/95 , H04M3/42382 , H04M3/4872 , H04M3/51 , H04M3/5232 , H04M2203/556 , H04M2203/655
Abstract: A system and method for user notification regarding detected events is provided. A plurality of messages are accessed from one or more sources. Those of the messages associated with one or more potential events are identified. The potential events are detected based on the messages. At least one of the potential events is identified as an event based on a number of messages associated with that potential event. Metadata regarding the event is extracted by from the messages associated with the event. Information regarding the event is obtained from a third party different from the one or more sources of the monitored messages. A message regarding the event is generated, the generated message comprising the extracted metadata and the information. At least one user associated with the event is identified, wherein the at least one user is notified of the event using the generated message.
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54.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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公开(公告)号：US09699315B2
公开(公告)日：2017-07-04
申请号：US13893231
申请日：2013-05-13
Applicant: Intellisist, Inc.
Inventor： Adam Waalkes , Alastair Sutherland , Gilad Odinak , Haodong Howard Jiang
CPC classification number: H04M3/5235 , H04M3/2281 , H04M3/51 , H04M3/527 , H04M2201/40 , H04M2201/60
Abstract: A computer-implemented system and method for processing caller responses is provided. Scripts each including at least one block of dialog are stored. Information is received from a caller during a call with an agent. A selection of a least one of the scripts is received from the agent based on the received information from the caller. The selected script is presented to the caller. A response is received from the caller. A direction of the call is changed. A further selection of one of the scripts is received from the agent based on the response from the caller. The further selected script is presented to the caller.
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Patent Agency Ranking
公开(公告)号：US09565310B2
公开(公告)日：2017-02-07
申请号：US15043490
申请日：2016-02-12
Applicant: INTELLISIST, INC.
Inventor： Gilad Odinak
CPC classification number: H04M3/5183 , G10L13/043 , H04M3/4936 , H04M3/51 , H04M3/5158 , H04M3/5235 , H04M3/5322 , H04M3/533 , H04M3/53366 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/301 , H04M2203/303 , H04M2203/306 , H04M2203/4536 , H04M2203/558
Abstract: A system and method for message-based call communication is provided. Speech utterances are obtained from a caller during a call with an agent. Each of the speech utterances are transcribed into a text message and the text messages are provided to the agent. One or more written responses, in reply to each speech utterance from the caller, are received from the agent. The written responses are converted to synthesized speech for providing to the caller. The speech utterances from the caller and the synthesized speech from the agent are processed and one or more characteristics of the caller and the agent are identified. A role for each of the caller and the agent is determined based on the identified characteristics.
Abstract translation: 提供了一种用于基于消息的呼叫通信的系统和方法。 在与代理人进行通话期间，来自呼叫者的语音话语。 每个语音话语被转录成文本消息，并且将文本消息提供给代理。 从代理接收一个或多个书面答复，回复来自呼叫者的每个讲话话语。 写入的响应被转换成合成语音以提供给呼叫者。 来自代理的来电者和合成语音的语音发声被处理，并且识别呼叫者和代理的一个或多个特征。 基于所识别的特征确定呼叫者和代理中的每一个的角色。
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57.发明申请System And Method For Facilitating Agent-Caller Communication During A Call 有权在呼叫期间促进代理 - 呼叫者通信的系统和方法公开(公告)号：US20160227038A1
公开(公告)日：2016-08-04
申请号：US15018836
申请日：2016-02-08
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland
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 facilitating agent-caller communication during a call is provided. An incoming call is assigned to an agent and a script selection is received from the agent based on a particular problem identified during the call. The script is provided to a caller participating in the call. Text messages and voice input are received from the caller. The received text messages are directly forwarded to the agent. The voice input is transcribed into written text and provided to the agent. Text messages are received from the agent in response to one or more of the voice input and text messages from the caller. The text messages from the agent are transformed into synthesized speech utterances. A record of the call is generated by compiling the text messages and transcribed written text from the caller and the text messages from the agent.
Abstract translation: 提供了一种用于在呼叫期间促进代理呼叫者通信的系统和方法。 呼叫被分配给代理，并且基于在呼叫期间识别的特定问题，从代理接收到脚本选择。 脚本被提供给参与呼叫的呼叫者。 从主叫方接收短信和语音输入。 接收到的短信直接转发给代理。 语音输入被转录成书面文本并提供给代理。 响应于来自呼叫者的一个或多个语音输入和文本消息，从代理接收文本消息。 来自代理的文本消息被转换成合成语音话语。 通过编译文本消息和从呼叫者转录的书面文本以及来自代理的文本消息来产生呼叫记录。
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公开(公告)号：US20160165050A1
公开(公告)日：2016-06-09
申请号：US15043490
申请日：2016-02-12
Applicant: INTELLISIST, INC.
Inventor： Gilad Odinak
CPC classification number: H04M3/5183 , G10L13/043 , H04M3/4936 , H04M3/51 , H04M3/5158 , H04M3/5235 , H04M3/5322 , H04M3/533 , H04M3/53366 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/301 , H04M2203/303 , H04M2203/306 , H04M2203/4536 , H04M2203/558
Abstract: A system and method for message-based call communication is provided. Speech utterances are obtained from a caller during a call with an agent. Each of the speech utterances are transcribed into a text message and the text messages are provided to the agent. One or more written responses, in reply to each speech utterance from the caller, are received from the agent. The written responses are converted to synthesized speech for providing to the caller. The speech utterances from the caller and the synthesized speech from the agent are processed and one or more characteristics of the caller and the agent are identified. A role for each of the caller and the agent is determined based on the identified characteristics.
Abstract translation: 提供了一种用于基于消息的呼叫通信的系统和方法。 在与代理人进行通话期间，来自呼叫者的语音话语。 每个语音话语被转录成文本消息，并且将文本消息提供给代理。 从代理接收一个或多个书面答复，回复来自呼叫者的每个讲话话语。 写入的响应被转换成合成语音以提供给呼叫者。 来自代理的来电者和合成语音的语音发声被处理，并且识别呼叫者和代理的一个或多个特征。 基于所识别的特征确定呼叫者和代理中的每一个的角色。
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59.发明申请Computer-Implemented System And Method For Distributing Messages By Discussion Group 有权计算机实现的系统和方法通过讨论组分发消息公开(公告)号：US20160127558A1
公开(公告)日：2016-05-05
申请号：US14993050
申请日：2016-01-11
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak
CPC classification number: H04M3/53375 , H04L12/1822 , H04L12/1827 , H04L51/00 , H04L51/04 , H04L65/403 , H04M3/533 , H04M3/53333 , H04M3/53366 , H04M3/56 , H04M3/563 , H04M2203/4536 , H04M2203/5054 , H04M2207/18 , H04M2207/187 , H04W4/06 , H04W4/12 , H04W12/06
Abstract: A computer-implemented system and method for distributing messages by discussion group is provided. Discussion groups are monitored. An identity of a participant in each of two or more of the discussion groups is verified. Voice signals are received from the participant and speech from the participant is distinguished from ambient noise and third-party conversations in the voice signals. One of the discussion groups, specified by the participant to be associated with the voice stream, is identified. The speech is transmitted as a voice message to other participants in the identified discussion group.
Abstract translation: 提供了一种用于通过讨论组分发消息的计算机实现的系统和方法。 讨论组进行监控。 验证两个或更多个讨论组中的每个的参与者的身份。 从参与者接收语音信号，来自参与者的语音与语音信号中的环境噪声和第三方对话区分开来。 由参与者指定的与语音流相关联的讨论组之一被识别。 语音作为语音消息发送到所识别的讨论组中的其他参与者。
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公开(公告)号：US20160111092A1
公开(公告)日：2016-04-21
申请号：US14980934
申请日：2015-12-28
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak
IPC: G10L15/30 , 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 distributed speech recognition is provided. A prompt is provided to a caller during a call. One or more audio responses are received from the caller in response to the prompt. Distributed speech recognition is performed on the audio responses by providing a non-overlapping section of a main grammar to each of a plurality of secondary recognizers for each audio response. Speech recognition is performed on the audio responses by each of the secondary recognizers using the non-overlapping section of the main grammar associated with that secondary recognizer. A new grammar is generated based on results of the speech recognition from each of the secondary recognizers. Further speech recognition is performed on the audio responses against the new grammar and a further prompt is selected for providing to the caller based on results of the distributed speech recognition.
Abstract translation: 提供了一种用于分布式语音识别的系统和方法。 在通话期间向呼叫者提供提示。 响应于提示，从呼叫者接收一个或多个音频响应。 通过向每个音频响应的多个次级识别器中的每一个提供主语法的非重叠部分来对音频响应执行分布式语音识别。 通过使用与该次要识别器相关联的主语法的非重叠部分的每个次级识别器对音频响应执行语音识别。 基于来自每个二级识别器的语音识别的结果生成新的语法。 对新语法的音频响应执行进一步的语音识别，并且基于分布式语音识别的结果，选择另外的提示来提供给呼叫者。
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