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    Computer-implemented system and method for masking special data
    63.
    发明授权
    Computer-implemented system and method for masking special data 有权
    用于屏蔽特殊数据的计算机实现的系统和方法

    公开(公告)号：US08954332B2

    公开(公告)日：2015-02-10

    申请号：US14071639

    申请日：2013-11-04

    Applicant: Intellisist, Inc.

    Inventor： Howard M. Lee ,  Steven Lutz ,  Gilad Odinak

    IPC: G10L21/00 ,  G10L21/06 ,  G10L15/22 ,  H04L9/32 ,  G10L17/00 ,  G10L15/26

    CPC classification number: G10L15/04 ,  G10L15/26 ,  G10L17/00 ,  G10L17/005 ,  G10L21/00 ,  G10L21/02 ,  H04L9/3231 ,  H04L2209/04 ,  H04L2209/56

    Abstract: A computer-implemented system and method for masking special data is provided. Speakers of a call recording are identified. The call recording is separated into strands corresponding to each of the speakers. A prompt list of elements that prompt the speaker of the other strand to utter special information is applied to one of the strands. At least one of the elements of the prompt list is identified in the one strand. A special information candidate is identified in the other strand and is located after a location in time where the element was found in the voice recording of the one strand. A confidence score is assigned to the element located in the one strand and to the special information candidate in the other strand. The confidence scores are combined and a threshold is applied. The special information candidate is rendered unintelligible when the combined confidence scores satisfy the threshold.

    Abstract translation: 提供了一种用于屏蔽特殊数据的计算机实现的系统和方法。 确定了通话记录的扬声器。 呼叫记录被分成与每个扬声器对应的线。 提示其他线索的扬声器发出特殊信息的元素的提示列表应用于其中一条线。 提示列表的至少一个元素在一条链中被识别。 在另一条链中识别出特殊信息候选者，并且位于在一条链的录音中发现该元素的时间点之后。 信任分数被分配给位于一条链中的元素和另一条链中的特殊信息候选。 组合置信度得分并应用阈值。 当组合的置信分数满足阈值时，特殊信息候选者变得难以理解。

    System and method for storing call recordings in a call center
    64.
    发明授权
    System and method for storing call recordings in a call center 有权
    用于在呼叫中心存储呼叫记录的系统和方法

    公开(公告)号：US08948368B2

    公开(公告)日：2015-02-03

    申请号：US13669388

    申请日：2012-11-05

    Applicant: Intellisist, Inc.

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

    IPC: H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M3/51

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

    Abstract: A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center.

    Abstract translation: 提供了一种用于在呼叫中心存储呼叫记录的系统和方法。 对呼叫中心的来电进行监控。 保留条件是通过重要性获得和排序的。 保留条件适用于每个呼叫。 识别符合至少一个保留条件的呼叫。 选择包括单个非常重要的标准之一的标识呼叫和两个或更多不太重要的标准，以保留在呼叫中心。 所选呼叫的录音存储在呼叫中心。

    System and method for processing calls in a call center
    66.
    发明授权
    System and method for processing calls in a call center 有权
    在呼叫中心处理呼叫的系统和方法

    公开(公告)号：US08774392B2

    公开(公告)日：2014-07-08

    申请号：US13920020

    申请日：2013-06-17

    Applicant: Intellisist, Inc.

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

    IPC: H04M3/51 ,  H04L12/50 ,  G06F15/16

    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 calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.

    Abstract translation: 描述用于在呼叫中心处理呼叫的系统和方法。 分配来自呼叫者经由会话管理器并且包括语音语音流的传入文本消息的呼叫会话。 传入的文本消息在整个呼叫会话中被逐步地视觉呈现给可操作地耦合到会话管理器的代理控制台上的实时代理。 通过代理控制台通过实时代理交互式监视和控制的客户支持方案逐步处理传入的文本消息。 传入的文本消息通过自动脚本执行与现场代理程序协调处理。 传出的文本消息被转换成合成语音流。 合成语音流通过代理控制台发送给呼叫者。

    Computer-Implemented System And Method For User-Controlled Processing Of Audio Signals
    68.
    发明申请
    Computer-Implemented System And Method For User-Controlled Processing Of Audio Signals 有权
    计算机实现的系统和用于音频信号的用户控制处理的方法

    公开(公告)号：US20130346083A1

    公开(公告)日：2013-12-26

    申请号：US14010471

    申请日：2013-08-26

    Applicant: Intellisist, Inc.

    Inventor： Martin R.M. Dunsmuir

    IPC: H04M3/493

    CPC classification number: H04M3/4936 ,  G10L15/26 ,  H04M3/53325 ,  H04M3/53333 ,  H04M7/006 ,  H04M2201/40

    Abstract: A computer-implemented system and method for user-controlled processing of audio signals is provided. An audio signal including a reference segment and a segment preceding the reference segment is obtained. A value q is received from a user. Audio buffers in the preceding segment are defined, each having a width of N samples and a starting point a unique number of samples away from the preceding segment's start, based on a division of N by q. One or more of the buffers are transformed into discrete Fourier transform (DFT) buffers. A signature of the signal is generated using at least a portion of the reference segment and at least one of the DFT buffers. A new audio signal is received and a DFT for the audio signal is generated. The new audio signal is determined to match the audio signal based on a comparison of the DFT to the signature.

    Abstract translation: 提供了一种用于音频信号的用户控制处理的计算机实现的系统和方法。 获得包括参考段和参考段之前的段的音频信号。 从用户接收到值q。 定义前面段中的音频缓冲器，每个具有N个采样的宽度，并且起始点是离开前一段的开始的唯一的采样数，基于N除以q。 一个或多个缓冲器被转换成离散傅里叶变换（DFT）缓冲器。 信号的签名使用参考段的至少一部分和DFT缓冲器中的至少一个生成。 接收新的音频信号，并产生音频信号的DFT。 基于DFT与签名的比较，确定新的音频信号以匹配音频信号。

    Computer-Implemented System And Method For Identifying And Masking Special Information Within Recorded Speech
    69.
    发明申请
    Computer-Implemented System And Method For Identifying And Masking Special Information Within Recorded Speech 有权
    计算机实现的系统和方法，用于识别和屏蔽记录语音中的特殊信息

    公开(公告)号：US20130231936A1

    公开(公告)日：2013-09-05

    申请号：US13871903

    申请日：2013-04-26

    Applicant: INTELLISIST, INC.

    Inventor： G. Kevin Doren

    IPC: G10L21/00

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

    Abstract: A computer-implemented system and method for identifying and masking special information within recorded speech is provided. A field for entry of special information is identified. Movement of a pointer device along a trajectory towards the field is also identified. A correlation of the pointer device movement and entry of the special information is determined based on a location of the trajectory in relation to the field. A threshold is applied to the correlation. The special information is received as verbal speech. A recording of the special information is rendered unintelligible when the threshold is satisfied.

    Abstract translation: 提供了一种用于识别和屏蔽记录语音内的特殊信息的计算机实现的系统和方法。 确定了特殊信息的输入区域。 指示器装置沿着朝向场的轨迹的移动也被识别。 基于相对于该场的轨迹的位置来确定指针装置移动和特殊信息的输入的相关性。 对相关性应用阈值。 收到特别信息作为口头讲话。 当满足阈值时，特殊信息的记录变得难以理解。

    Computer-implemented system and method for processing audio in a voice response environment
    70.
    发明授权
    Computer-implemented system and method for processing audio in a voice response environment 有权
    用于在语音响应环境中处理音频的计算机实现的系统和方法

    公开(公告)号：US08521527B2

    公开(公告)日：2013-08-27

    申请号：US13609241

    申请日：2012-09-10

    Applicant: Martin R. M. Dunsmuir

    Inventor： Martin R. M. Dunsmuir

    IPC: G10L15/00 ,  G10L15/26 ,  G10L17/00 ,  G10L15/04 ,  G10L15/28 ,  G10L21/00 ,  H04M1/64

    CPC classification number: H04M3/4936 ,  G10L15/26 ,  H04M3/53325 ,  H04M3/53333 ,  H04M7/006 ,  H04M2201/40

    Abstract: A computer-implemented system and method for processing audio in a voice response environment is provided. A database of host scripts each comprising signature files of audio phrases and actions to take when one of the audio phrases is recognized is maintained. The host scripts are loaded and a call to a voice mail server is initiated. Incoming audio buffers are received during the call from voice messages stored on the voice mail server. The incoming audio buffers are processed. A signature data structure is created for each audio buffer. The signature data structure is compared with signatures of expected phrases in the host scripts. The actions stored in the host scripts are executed when the signature data structure matches the signature of the expected phrase.

    Abstract translation: 提供了一种用于在语音响应环境中处理音频的计算机实现的系统和方法。 每个主机脚本的数据库包括音频短语的签名文件和识别音频短语之一时采取的动作。 主机脚本被加载，并且启动对语音邮件服务器的呼叫。 在来自语音邮件服务器上存储的语音消息的呼叫期间接收到来话音缓冲器。 传入的音频缓冲区被处理。 为每个音频缓冲区创建签名数据结构。 将签名数据结构与主机脚本中的预期短语的签名进行比较。 当签名数据结构与预期短语的签名匹配时，执行存储在主机脚本中的动作。

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