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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
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。
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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
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。
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73.发明申请Computer-Implemented System And Method For Simultaneously Processing Multiple Call Sessions 有权用于同时处理多个呼叫会话的计算机实现的系统和方法公开(公告)号：US20140307864A1
公开(公告)日：2014-10-16
申请号：US14325337
申请日：2014-07-07
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
IPC: H04M3/51
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。
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74.发明授权公开(公告)号：US08804938B2
公开(公告)日：2014-08-12
申请号：US13909062
申请日：2013-06-03
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 computer-implemented system and method for processing user communications is provided. Instructions are received within a call center from a user via a vehicle calling system. A determination as to whether the instructions are correctly received is confirmed by processing the instructions, by providing results of the processed instructions to the user, and by receiving confirmation that the results are correct. The instructions are converted from speech to text upon the confirmation and are subsequently provided to an agent. A communication is received from the agent in response to the instructions and the communication is provided to the user via the vehicle calling system.
Abstract translation: 提供了一种用于处理用户通信的计算机实现的系统和方法。 在用户通过车辆呼叫系统的呼叫中心内接收到指令。 通过处理指令，通过向用户提供已处理指令的结果，并通过接收结果正确的确认来确认是否正确接收到指令。 在确认之后，指令从语音转换为文本，并随后提供给代理人。 响应于指令从代理接收到通信，并且通过车辆呼叫系统向用户提供通信。
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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
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。
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Patent Agency Ranking
76.发明申请Computer-Implemented System and Method for Automating Call Center Phone Calls 有权计算机实现的呼叫中心电话自动化系统及方法公开(公告)号：US20140177820A1
公开(公告)日：2014-06-26
申请号：US14195804
申请日：2014-03-03
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 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。
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公开(公告)号：US20140010363A1
公开(公告)日：2014-01-09
申请号：US13920020
申请日：2013-06-17
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
IPC: H04M3/51
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。
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78.发明申请公开(公告)号：US20130259212A1
公开(公告)日：2013-10-03
申请号：US13909062
申请日：2013-06-03
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland
IPC: H04M3/493
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 computer-implemented system and method for processing user communications is provided. Instructions are received within a call center from a user via a vehicle calling system. A determination as to whether the instructions are correctly received is confirmed by processing the instructions, by providing results of the processed instructions to the user, and by receiving confirmation that the results are correct. The instructions are converted from speech to text upon the confirmation and are subsequently provided to an agent. A communication is received from the agent in response to the instructions and the communication is provided to the user via the vehicle calling system.
Abstract translation: 提供了一种用于处理用户通信的计算机实现的系统和方法。 在用户通过车辆呼叫系统的呼叫中心内接收到指令。 通过处理指令，通过向用户提供已处理指令的结果，并通过接收结果正确的确认来确认是否正确接收到指令。 在确认之后，指令从语音转换为文本，并随后提供给代理人。 响应于指令从代理接收到通信，并且通过车辆呼叫系统向用户提供通信。
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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.
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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
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.
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