公开(公告)号：US08457296B2

公开(公告)日：2013-06-04

申请号：US13305671

申请日：2011-11-28

Applicant: Gilad Odinak ,  Alastair Sutherland

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M11/00

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 during a call session are provided. A call is received from a caller and assigned to an agent. A caller identification is assigned to the call. Voice communication from the call is processed and displayed. One or more text messages from the caller are received during the call. The caller identification is assigned to each of the text messages. The text messages are matched to the call using the caller identification and are displayed to the agent for review during the call.

Abstract translation: 提供了一种用于在呼叫会话期间处理多模态通信的系统和方法。 来自呼叫者的呼叫被分配给代理。 来电标识被分配给该呼叫。 处理和显示来自呼叫的语音通信。 在通话过程中收到来自呼叫者的一条或多条短信。 呼叫者识别被分配给每个文本消息。 使用呼叫者身份将文本消息与呼叫匹配，并在呼叫期间向代理显示审查。

公开(公告)号：US08341013B2

公开(公告)日：2012-12-25

申请号：US12861733

申请日：2010-08-23

Applicant: Howard M. Lee

Inventor： Howard M. Lee

IPC: G06Q10/00

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  G06Q30/02 ,  G06Q30/0202 ,  G06Q99/00

Abstract: A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction.

Abstract translation: 提供了一种用于分析代理交互的系统和方法。 代理商与业务之间的互动提供给分析师。 每个分析师都收到了交互的绩效分数，并进行了比较。 确定表现得分之间的偏差。 将偏差与阈值进行比较。 当偏差低于阈值时，向分析人员中的至少一个提供进一步的交互。 从分析人员获得进一步的交互性能分数，并提供给与交互相关联的代理。

公开(公告)号：US08265932B2

公开(公告)日：2012-09-11

申请号：US13252185

申请日：2011-10-03

Applicant: Martin R. M. Dunsmuir

Inventor： Martin R. M. Dunsmuir

IPC: G10L15/00 ,  G10L15/06 ,  G10L17/00 ,  H04M1/64

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

Abstract: A system and method for identifying audio command prompts for use in a voice response environment is provided. A signature is generated for audio samples each having preceding audio, reference phrase audio, and trailing audio segments. The trailing segment is removed and each of the preceding and reference phrase segments are divided into buffers. The buffers are transformed into discrete fourier transform buffers. One of the discrete fourier transform buffers from the reference phrase segment that is dissimilar to each of the discrete fourier transform buffers from the preceding segment is selected as the signature. Audio command prompts are processed to generate a discrete fourier transform. Each discrete fourier transform for the audio command prompts is compared with each of the signatures and a correlation value is determined. One such audio command prompt matches one such signature when the correlation value for that audio command prompt satisfies a threshold.

Abstract translation: 提供了用于识别在语音响应环境中使用的音频命令提示的系统和方法。 为每个具有先前音频，参考短语音频和尾随音频段的音频样本生成签名。 删除尾随段，并将前面和参考短语段中的每一个划分为缓冲区。 缓冲器被转换成离散傅立叶变换缓冲器。 选择与来自前一段的每个离散傅立叶变换缓冲器不同的参考短语段的离散傅里叶变换缓冲器之一作为签名。 处理音频命令提示以生成离散傅里叶变换。 将用于音频命令提示的每个离散傅立叶变换与每个签名进行比较，并确定相关值。 当该音频命令提示符的相关值满足阈值时，一个这样的音频命令提示符匹配一个这样的签名。

公开(公告)号：US08175886B2

公开(公告)日：2012-05-08

申请号：US11929574

申请日：2007-10-30

Applicant: Gilad Odinak

Inventor： Gilad Odinak

IPC: G10L21/00

CPC classification number: G10L15/26

Abstract: A comprehensive system and method for telematics including the following features individually or in sub-combinations: vehicle user interfaces, telecommunications, speech recognition, digital commerce and vehicle parking, digital signal processing, wireless transmission of digitized voice input, navigational assistance for motorists, data communication to vehicles, mobile client-server communication, extending coverage and bandwidth of wireless communication services, and noise reduction.

Abstract translation: 一种用于远程信息处理的综合系统和方法，包括以下功能单独或子组合：车辆用户界面，电信，语音识别，数字商务和车辆停车，数字信号处理，数字化语音输入的无线传输，驾驶者的导航辅助，数据 与车辆通信，移动客户端 - 服务器通信，扩展无线通信服务的覆盖和带宽以及降噪。

公开(公告)号：US08027672B2

公开(公告)日：2011-09-27

申请号：US11929518

申请日：2007-10-30

Applicant: William A. Tolhurst

Inventor： William A. Tolhurst

IPC: H04W4/00

CPC classification number: H04W88/06 ,  H04W92/02

Abstract: A system and a method for facilitating communication between a remote station and a service network are disclosed. A remote station is associated with a first communicator configured to communicate over a first communication network and a second communicator configured to communicate over a second communication network. A communication controller associated with the remote station and coupled with the first communicator and the second communicator is operable to transmit a first set of signals using the first communicator a second set of signals using the second communicator. A mobile network access point is directable to within a communication range of the second communicator of the remote station when the remote station is outside of an existing communication range of the second communication network and the first set of signals includes a resource request for the second communication network.

Abstract translation: 公开了一种用于促进远程站和服务网络之间的通信的系统和方法。 远程站与被配置为通过第一通信网络通信的第一通信器和被配置为通过第二通信网络通信的第二通信器相关联。 与远程站相关联并与第一通信器和第二通信器耦合的通信控制器可操作以使用第二通信器使用第一通信器发送第二组信号的第一组信号。 当远程站在第二通信网络的现有通信范围之外时，移动网络接入点可定向到远程站的第二通信器的通信范围内，并且第一组信号包括用于第二通信的资源请求 网络。

公开(公告)号：US07783513B2

公开(公告)日：2010-08-24

申请号：US10691777

申请日：2003-10-22

Applicant: Howard M. Lee

Inventor： Howard M. Lee

IPC: G06F11/34

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  G06Q30/02 ,  G06Q30/0202 ,  G06Q99/00

Abstract: An apparatus includes a plurality of storable representations of interactions between an agent of a business and customers, wherein the business is located in a first geographic area. A storage device in communication with the first geographic area is configured to receive and store the storable representations wherein the storable representations are capable of being analyzed at high frequency for service quality in the second geographic area by an analyst. The second geographic area is subject to a geographic wage attenuator. Report data is generated and fed back to the agent; the report data represents the quality of service rendered by the agent to the customers. An agent can be informed of at least one agent performance element that was well performed and at least one agent performance element that could be performed even better.

Abstract translation: 一种装置包括业务代理和客户之间的交互的多个可存储的表示，其中业务位于第一地理区域中。 与第一地理区域通信的存储设备被配置为接收和存储可存储表示，其中可分析表示能够被分析者在第二地理区域中以高频率分析服务质量。 第二个地理区域受地理工资衰减者的制约。 报告数据生成并反馈给代理; 报表数据代表代理人向客户提供的服务质量。 可以向代理人通知所执行的至少一个代理性能元素和至少一个可以更好地执行的代理性能元素。

公开(公告)号：US07472075B2

公开(公告)日：2008-12-30

申请号：US09884854

申请日：2001-06-18

Applicant: Gilad Odinak ,  Kam-Cheong Anthony Tsoi

Inventor： Gilad Odinak ,  Kam-Cheong Anthony Tsoi

IPC: G06Q30/00

CPC classification number: H04L29/06 ,  G06Q30/0266 ,  G06Q30/0277 ,  G06Q30/06 ,  G06Q30/0601 ,  G06Q30/0631 ,  G06Q30/0635 ,  G06Q30/0641 ,  G08G1/091 ,  H04H20/62 ,  H04L67/12 ,  H04L69/329 ,  H04W4/06 ,  H04W84/005 ,  H04W88/16

Abstract: A system and method for providing services to users in vehicles based on radio broadcasts received by a vehicle's radio receiver. The system includes a computer-based vehicle unit located in a vehicle, a gateway configured to wirelessly send and receive information to and from the vehicle unit, and a computer-based server in communication with the gateway over a network. The vehicle unit includes a user interface component that presents the received content and radio broadcast and records user requests. The server processes the requests and sends confirmation messages back to the unit via the gateway when a request is completed or other information needs to be sent to the unit. The vehicle unit wirelessly receives a radio broadcast from a radio station, transmits user requests and vehicle information to the server via the gateway, and receives content back from the server.

Abstract translation: 一种用于基于由车辆的无线电接收机接收的无线电广播向车辆中的用户提供服务的系统和方法。 该系统包括位于车辆中的基于计算机的车辆单元，被配置为向车辆单元无线发送和接收信息的网关以及通过网络与网关通信的基于计算机的服务器。 车辆单元包括呈现接收的内​​容和无线电广播并记录用户请求的用户接口组件。 当请求完成或其他信息需要发送到设备时，服务器处理请求并通过网关将确认消息发送回单元。 车辆单元从无线电台无线地接收无线电广播，经由网关向用户发送用户请求和车辆信息，并从服务器接收内容。

公开(公告)号：US07330786B2

公开(公告)日：2008-02-12

申请号：US11474191

申请日：2006-06-23

Applicant: Gilad Odinak ,  Alastair Bruce Sutherland

Inventor： Gilad Odinak ,  Alastair Bruce Sutherland

IPC: G01C21/36 ,  G01C21/34

CPC classification number: G08G1/0968 ,  G01C21/3629 ,  G01C21/3644

Abstract: A vehicle navigation system and method. The system includes a unit located in a vehicle and coupled to a first network, a traffic information center coupled to a second network, and a server coupled to the first and second networks. A trip plan is generated according to navigation information, vehicle coordinates and trip request information received from the unit, and road information received from the traffic information center. The trip plan is sent to the unit for presentation. The trip plan includes trip overview information and voice prompts associated with one or more landmarks. A trip plan may be a tourist trip plan.

Abstract translation: 一种车载导航系统及方法。 该系统包括位于车辆中并耦合到第一网络的单元，耦合到第二网络的交通信息中心以及耦合到第一和第二网络的服务器。 根据从单元接收的导航信息，车辆坐标和行程请求信息以及从交通信息中心接收的道路信息生成行程计划。 旅行计划发送到单位进行演示。 旅行计划包括与一个或多个地标相关联的旅行概述信息和语音提示。 旅行计划可能是旅游计划。

公开(公告)号：US07292689B2

公开(公告)日：2007-11-06

申请号：US10367533

申请日：2003-02-14

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

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

IPC: H04M3/22

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 providing a message-based communications infrastructure for automated call center operation is described. A call from a user into a call center is accepted. The accepted call includes a stream of transcribed verbal speech utterances. Each transcribed verbal speech utterance is recorded as a user message. The accepted call is assigned to a session, which is then assigned to an agent. The call is progressively processed in the assigned session by presenting each user message to the assigned agent, executing commands responsive to the assigned agent, and sending an agent message to the user. The agent message includes a stream of synthesized audible speech utterances.

Abstract translation: 描述了一种用于为自动呼叫中心操作提供基于消息的通信基础设施的系统和方法。 接受来自用户的呼叫进入呼叫中心。 接受的电话包括转录的言语言语句。 每个转录的言语言语音被记录为用户消息。 被接受的呼叫被分配给一个会话，然后被分配给一个代理。 通过向所分配的代理呈现每个用户消息，响应于所分配的代理执行命令，并向用户发送代理消息，在分配的会话中逐渐处理该呼叫。 代理消息包括合成的语音语音流。

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.