公开(公告)号：US20170264745A1

公开(公告)日：2017-09-14

申请号：US15606710

申请日：2017-05-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

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

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 automated call center operation facilitating agent-caller communication are provided. Multiple call sessions with users are simultaneously provided for an agent on a display. One of the call sessions is identified as active and the agent is allowed to communicate with the user of that call session. Speech utterances for each of the remaining call sessions are received from the user participating in that call session. Each received speech utterance is transcribed and displayed with the associated call session while the agent is communicating with the user of the active call. During the call sessions, text messages are received from one or more of the user of the active call and at least one of the users of the remaining call sessions. The text messages are displayed with the associated call sessions while the agent is communicating with the user of the active call session.

公开(公告)号：US09742908B2

公开(公告)日：2017-08-22

申请号：US15358090

申请日：2016-11-21

Applicant: Intellisist, Inc.

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

IPC: H04M3/00 ,  H04M3/42 ,  H04M3/51

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

Abstract: A computer-implemented system and method for identifying call recordings for retention is provided. A call is received into a call center and assigned to one of an agent and an interactive voice response device. A recording of the assigned call is generated. A set of call retention criteria is maintained and each of the retention criteria is associated with one or more time periods during which the criteria can be applied to the call recording. A portion of the criteria in the set is identified based on a time at which the criteria is to be applied to the call recording. The identified criteria is applied to the call recording and the call recording is stored when the applied criteria are satisfied.

公开(公告)号：US20170171391A1

公开(公告)日：2017-06-15

申请号：US15243912

申请日：2016-08-22

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04M3/533 ,  H04W4/06

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 group message delivery is provided. A voice message is received from a user associated with a personal communication device. An identification code for a discussion group to which the voice message is directed is obtained from the voice message. The voice message is added to a queue associated with the discussion group and a list of members associated with the discussion group is obtained. A sublist of personal communication devices associated with those members that are signed in to the discussion group is built. The voice message is transmitted to the personal communication devices on the sublist when the voice message reaches a top of the queue.

公开(公告)号：US09674355B2

公开(公告)日：2017-06-06

申请号：US15067101

申请日：2016-03-10

Applicant: Intellisist, Inc.

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

IPC: H04M3/51 ,  G10L15/26 ,  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 system and method for processing call data is provided. A call between a user and an agent is monitored. A selected script having a dialog grammar is received. The selected script is executed by converting at least a portion of the script into synthesized speech utterances and providing the synthesized speech utterances to the user. Speech utterances are received from the user in reply to each of the synthesized speech utterances from the script. Each received speech utterance is converted to text as a user message and a form is populated with the user messages. The user speech utterances and the form with the user messages are provided to the agent.

公开(公告)号：US20170134572A1

公开(公告)日：2017-05-11

申请号：US15358090

申请日：2016-11-21

Applicant: Intellisist, Inc.

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

IPC: H04M3/42 ,  H04M3/51

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

Abstract: A computer-implemented system and method for identifying call recordings for retention is provided. A call is received into a call center and assigned to one of an agent and an interactive voice response device. A recording of the assigned call is generated. A set of call retention criteria is maintained and each of the retention criteria is associated with one or more time periods during which the criteria can be applied to the call recording. A portion of the criteria in the set is identified based on a time at which the criteria is to be applied to the call recording. The identified criteria is applied to the call recording and the call recording is stored when the applied criteria are satisfied.

公开(公告)号：US09426298B2

公开(公告)日：2016-08-23

申请号：US14993050

申请日：2016-01-11

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04M1/64 ,  H04M3/533 ,  H04L29/06 ,  H04M3/56 ,  H04W12/06

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。

公开(公告)号：US09264545B2

公开(公告)日：2016-02-16

申请号：US14195804

申请日：2014-03-03

Applicant: INTELLISIST, INC.

Inventor： Gilad Odinak

IPC: H04M3/523 ,  H04M3/51 ,  H04M3/53 ,  H04M3/533

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 processing a call between a caller and a live agent is provided. A stream of verbal speech utterances is received from the caller and converted into text. Text messages are received from the agent in response to the stream of verbal speech utterances and converted into synthesized speech utterances. The synthesized speech utterances are provided to the caller. A record of the call is processed and presented to a further live agent for manipulation. The manipulated record is stored.

Abstract translation: 提供了一种用于处理呼叫者和实时代理之间的呼叫的系统和方法。 从呼叫者接收到语音语音语句，并将其转换为文本。 响应于语言语音语音流从代理接收到文本消息，并将其转换为合成语音语音。 合成语音话语被提供给呼叫者。 呼叫的记录被处理并呈现给另一个活动代理以进行操纵。 操纵的记录被存储。

公开(公告)号：US09237237B2

公开(公告)日：2016-01-12

申请号：US14589818

申请日：2015-01-05

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04M1/64 ,  H04M3/533 ,  H04L12/18 ,  H04L12/58 ,  H04L29/06 ,  H04M3/56 ,  H04W4/12

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 providing messages to users in a discussion group are provided. Discussion groups are monitored and each discussion group is associated with a list of signed-on users. A request is received from a user to join one of the discussion groups. An identity of the user is verified. The user is then added to the requested discussion group as a signed-on user by adding an entry for the user on the list of the requested discussion group upon verification of the user identity. Messages received from one or more of the signed-on users in the requested discussion group are transmitted to at least one of the other signed-on users in the requested discussion group.

Abstract translation: 提供了一种用于向讨论组中的用户提供消息的计算机实现的系统和方法。 监控讨论组，每个讨论组与已登录用户的列表相关联。 从用户接收到要加入其中一个讨论组的请求。 验证用户的身份。 然后，通过在验证用户身份后，通过在所请求的讨论组的列表上添加用户的条目，将用户作为登录用户添加到所请求的讨论组中。 从请求的讨论组中的一个或多个签名的用户接收到的消息被发送到所请求的讨论组中的其他已登录的用户中的至少一个。

公开(公告)号：US20150156317A1

公开(公告)日：2015-06-04

申请号：US14612226

申请日：2015-02-02

Applicant: Intellisist, Inc.

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

IPC: H04M3/42 ,  H04M3/51

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

Abstract: A system and method for selecting call recordings for storage is provided. Criteria for retaining call recordings are identified. Each of a plurality of watchers within a call center is programmed with one or more criteria selected from the identified criteria. Call recordings are generated from calls within the call center. The criteria from one or more of the watchers are applied to each of the call recordings. Those call recordings that satisfy the applied criteria are retained within the call center.

Abstract translation: 提供了一种用于选择用于存储的呼叫记录的系统和方法。 确定保留通话记录的标准。 呼叫中心内的多个观察者中的每一个都用从所识别的标准中选择的一个或多个标准来编程。 呼叫记录是从呼叫中心内的呼叫生成的。 一个或多个观察者的标准被应用于每个呼叫记录。 那些符合应用标准的通话记录保留在呼叫中心内。

公开(公告)号：US20150119001A1

公开(公告)日：2015-04-30

申请号：US14589818

申请日：2015-01-05

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04M3/533 ,  H04M3/56 ,  H04L29/06

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 providing messages to users in a discussion group are provided. Discussion groups are monitored and each discussion group is associated with a list of signed-on users. A request is received from a user to join one of the discussion groups. An identity of the user is verified. The user is then added to the requested discussion group as a signed-on user by adding an entry for the user on the list of the requested discussion group upon verification of the user identity. Messages received from one or more of the signed-on users in the requested discussion group are transmitted to at least one of the other signed-on users in the requested discussion group.

Abstract translation: 提供了一种用于向讨论组中的用户提供消息的计算机实现的系统和方法。 监控讨论组，每个讨论组与已登录用户的列表相关联。 从用户接收到要加入其中一个讨论组的请求。 验证用户的身份。 然后，通过在验证用户身份后，通过在所请求的讨论组的列表上添加用户的条目，将用户作为登录用户添加到所请求的讨论组中。 从请求的讨论组中的一个或多个签名的用户接收到的消息被发送到所请求的讨论组中的其他已登录的用户中的至少一个。