公开(公告)号：US09288323B2

公开(公告)日：2016-03-15

申请号：US14325337

申请日：2014-07-07

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

IPC: H04M3/51 ,  H04M3/53 ,  H04M3/533

CPC classification number: H04M3/5166 ,  G10L15/26 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/4536

Abstract: A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.

Abstract translation: 提供了一种用于同时处理多个呼叫会话的计算机实现的系统和方法。 监控分配给代理的多个呼叫会话。 每个呼叫会话的内容将显示给代理控制台上的代理。 由代理选择的脚本被识别并作为合成语音提供给其中一个呼叫会话的呼叫者。 当脚本提供给呼叫者时，同时监视代理和另一个呼叫会话的呼叫者之间的口头对话。

公开(公告)号：US20150170639A1

公开(公告)日：2015-06-18

申请号：US14636087

申请日：2015-03-02

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: G10L15/06 ,  G10L15/26

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。

公开(公告)号：US09014362B2

公开(公告)日：2015-04-21

申请号：US14457050

申请日：2014-08-11

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M11/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/493 ,  H04W4/12 ,  H04M3/42 ,  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 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：US20140331331A1

公开(公告)日：2014-11-06

申请号：US14281842

申请日：2014-05-19

Applicant: Intellisist, Inc.

Inventor： G. Kevin Doren

IPC: G06F21/62

CPC classification number: G06F21/32 ,  G06F21/6263 ,  G10L15/26 ,  G10L17/22 ,  G10L21/00 ,  H04M3/42221

Abstract: A computer-implemented system and method for correlating activity within a user interface with special information is provided. A user interface with data entry fields is provided. One or more of the data entry fields is designated for special information. A first screen shot of the user interface is captured, and a second screen shot of the user interface is captured at a later time. The first and second screen shots are compared. A change comprising at least a portion of an entry within one of the data entry fields for special information in the second screen shot is identified between the first and second screen shots. The entry is rendered unintelligible.

Abstract translation: 提供了一种用于将用户界面内的活动与特殊信息相关联的计算机实现的系统和方法。 提供了具有数据输入字段的用户界面。 一个或多个数据输入字段被指定用于特殊信息。 捕获用户界面的第一屏幕截图，并且稍后捕获用户界面的第二屏幕截图。 比较第一和第二屏幕截图。 在第一和第二屏幕截图之间识别包括用于第二屏幕截图中的特殊信息的数据输入字段之一内的条目的至少一部分的改变。 该条目无法理解。

公开(公告)号：US20140129831A1

公开(公告)日：2014-05-08

申请号：US13853972

申请日：2013-03-29

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: G06F21/62

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：US20140128030A1

公开(公告)日：2014-05-08

申请号：US14067853

申请日：2013-10-30

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04W12/02 ,  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 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：US20130346080A1

公开(公告)日：2013-12-26

申请号：US14010501

申请日：2013-08-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: G10L15/18

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：US20130344850A1

公开(公告)日：2013-12-26

申请号：US14010510

申请日：2013-08-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04M3/533

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 system and method for transmitting voice messages to a discussion group is provided. Users signed-on to a voice message server are identified. Each signed-on user is associated with one or more discussion groups and a personal communication device. The voice message server receives a voice message from one of the signed-on users via the personal communication device associated with that signed-on user and a discussion group to which the voice message is to be sent. The voice message from the signed-on user is provided to the other signed-on users in the discussion group.

Abstract translation: 提供了一种用于将语音消息发送到讨论组的系统和方法。 识别用户登录到语音留言服务器。 每个登录的用户与一个或多个讨论组和个人通信设备相关联。 语音消息服务器通过与该登录用户相关联的个人通信设备和要向其发送语音消息的讨论组从一个登录的用户接收语音消息。 来自登录用户的语音消息被提供给讨论组中的其他已登录的用户。

公开(公告)号：US10902147B2

公开(公告)日：2021-01-26

申请号：US15803350

申请日：2017-11-03

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Yishay Carmiel

IPC: G06K9/62 ,  G06F21/62 ,  G06Q30/00 ,  H04W12/02 ,  H04M3/42 ,  G06K9/00 ,  G06F21/60 ,  G06K9/46 ,  H04M3/51

Abstract: Portions of a customer interaction recording that include sensitive information can be identified by performing character recognition on the images in the recording. Field identifiers identified through character recognition are compared to a list of known identifiers of fields for entry of sensitive information. Based on the comparison, field identifiers identified through character recognition can be recognized as sensitive information field identifiers. Images that include the sensitive information field identifiers can be blurred in the stored recording. Further, agent behavior in relation to the screens with fields for entry of sensitive information can be analyzed for purposes such as identifying potentially malicious agent behavior, an agent being in need of assistance, or a recurring customer issue.

公开(公告)号：US20210006658A1

公开(公告)日：2021-01-07

申请号：US17023836

申请日：2020-09-17

Applicant: Intellisist Inc.

Inventor： Gilad Odinak ,  David Milstein ,  Tamilselvan Ramasamy

IPC: H04M3/51 ,  G06Q10/06 ,  G06Q10/10 ,  H04M3/523

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.