公开(公告)号：US20170302797A1

公开(公告)日：2017-10-19

申请号：US15641183

申请日：2017-07-03

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Alastair Sutherland ,  Gilad Odinak ,  Haodong Howard Jiang

IPC: H04M3/523 ,  H04M3/51 ,  H04M3/22 ,  H04M3/527

CPC classification number: H04M3/5235 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/527 ,  H04M2201/40 ,  H04M2201/60

Abstract: A computer-implemented system and method for call response processing is provided. A call is monitored between an agent and a customer. A stream of speech with inquiries from the customer is received during the call. At least a portion of a script is received from the agent in response to one of the inquiries from the customer, and a spoken response is provided to the customer based on the script from the agent. A text message is further received from the agent in response to another of the inquiries from the customer. The text message is converted to a spoken response and provided to the customer.

公开(公告)号：US20170244835A1

公开(公告)日：2017-08-24

申请号：US15425972

申请日：2017-02-06

Applicant: INTELLISIST, INC.

Inventor： Gilad Odinak

IPC: H04M3/51

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 computer-implemented system and method for facilitating call sessions via messages is provided. Two or more call sessions are monitored and each call session is processed by receiving speech utterances from one of the participants and transcribing the speech utterances into text. The transcribed speech utterances are provided to another participant in the call session. Text messages from the other participant are received in response to the transcribed speech utterances and provided to the participant as synthesized speech. During each call session, an ongoing log of messages including the transcribed speech utterances and the text messages for that call session is generated. Annotations from one or more of the participants to that call session are added to the call log.

公开(公告)号：US20170161513A1

公开(公告)日：2017-06-08

申请号：US15369797

申请日：2016-12-05

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: G06F21/62 ,  H04M3/51 ,  H04M3/42 ,  H04L9/08 ,  H04L9/14

Abstract: A computer-implemented system and method for encrypting call recordings is provided. Calls are recorded and each call recording is divided into segments. Each segment represents a record. An encryption key unique to each call recording is generated. The unique encryption keys each include seed information from two or more sources and a key counter for one such call recording. For each record, an encryption counter is encrypted using the encryption key for the call recording associated with that record. Also, for each record, the encrypted encryption counter and the data from that record are mixed and encrypted.

公开(公告)号：US09667793B2

公开(公告)日：2017-05-30

申请号：US15207391

申请日：2016-07-11

Applicant: Intellisist, Inc.

Inventor： David Milstein ,  Gilad Odinak ,  Howard M. Lee

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/10 ,  H04M3/523 ,  G10L25/87 ,  H04M3/42 ,  H04M3/56 ,  G10L15/08

CPC classification number: H04M3/5191 ,  G06Q10/063112 ,  G06Q10/1097 ,  G10L25/87 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/56 ,  H04M2201/40

Abstract: A system and method for providing ongoing call center call assistance with the aid of a digital computer is provided. A call is received from a caller by an automatic call distributor in a call center and the caller is connected by the automatic call distributor to an agent of the call center. The agent's speech during the call is monitored by an intervention processor included in the call center. The intervention processor determines speech characteristics of the agent during the call, obtains predetermined speech characteristics for the agent, compares the predetermined speech characteristics to the speech characteristics determined during the call, and detects the agent being in need of assistance based on the comparison. The automatic call distributor determines a subject matter of the call and the intervention processor identifies an expert whose expertise matches the subject matter. The intervention processor patches the expert into the call.

公开(公告)号：US09667789B2

公开(公告)日：2017-05-30

申请号：US15018836

申请日：2016-02-08

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/493 ,  H04W4/12 ,  G10L13/08 ,  G10L15/26 ,  H04M3/523 ,  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 facilitating agent-caller communication during a call is provided. An incoming call is assigned to an agent and a script selection is received from the agent based on a particular problem identified during the call. The script is provided to a caller participating in the call. Text messages and voice input are received from the caller. The received text messages are directly forwarded to the agent. The voice input is transcribed into written text and provided to the agent. Text messages are received from the agent in response to one or more of the voice input and text messages from the caller. The text messages from the agent are transformed into synthesized speech utterances. A record of the call is generated by compiling the text messages and transcribed written text from the caller and the text messages from the agent.

公开(公告)号：US20170047070A1

公开(公告)日：2017-02-16

申请号：US15339788

申请日：2016-10-31

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: G10L15/30 ,  G10L15/193 ,  H04M3/51 ,  G10L13/08

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 computer-implemented system and method for performing distributed speech recognition is provided. Audio data is collected. A main grammar and secondary grammars are simultaneously provided for the audio data. Each secondary grammar includes an independent grammar. Speech recognition is simultaneously performed on the audio data using each secondary grammar. A new grammar is constructed for the audio data based on the main grammar template using results of the speech recognition. Further speech recognition is performed 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计算机实现的系统和方法。 收集音频数据。 同时为音频数据提供主语法和辅助语法。 每个二级语法包括一个独立的语法。 使用每个二级语法对音频数据同时执行语音识别。 基于使用语音识别结果的主语法模板为音频数据构建新的语法。 使用新的语法对音频数据进行进一步的语音识别。

公开(公告)号：US20170032790A1

公开(公告)日：2017-02-02

申请号：US15237583

申请日：2016-08-15

Applicant: Intellisist, Inc.

Inventor： Mike O. Webb ,  Bruce J. Peterson ,  Janet S. Kaseda

IPC: G10L15/26 ,  H04M3/533 ,  G10L15/04

CPC classification number: G10L15/26 ,  G10L15/04 ,  H04M3/53333 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/2016 ,  H04M2203/4536

Abstract: A computer-implemented system and method for efficient voice transcription is provided. A verbal message is processed by splitting the verbal message into segments and generating text for each of the segments via automated speech recognition. A confidence score is assigned to each text segment. The text segments are provided to workbenches, in order, staring with the text segment having a lowest confidence score. For at least one text segment provided to the workbench, one of edits to the text segment and manually transcribed text to replace the text segment are received. A threshold is applied to a time for performing the message processing and upon satisfaction of the threshold, the message processing is terminated. A text message is generated for the verbal message based on one of the generated text segment, manual transcription, or edited text segment for each of the text segments in that verbal message.

Abstract translation: 提供了一种用于高效语音转录的计算机实现的系统和方法。 通过将言语消息分割成段并通过自动语音识别为每个段生成文本来处理口头消息。 对每个文本段分配置信度分数。 将文本段提供给工作台，以便与具有最低置信度得分的文本段一起凝视。 对于提供给工作台的至少一个文本段，接收文本段的编辑和手动转录文本以替换文本段。 阈值被应用于执行消息处理的时间，并且在满足阈值时，终止消息处理。 基于该语言消息中的每个文本段的生成的文本段，手动转录或编辑的文本段之一，为语言消息生成文本消息。

公开(公告)号：US09509845B2

公开(公告)日：2016-11-29

申请号：US14485596

申请日：2014-09-12

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/00 ,  H04M3/51 ,  G10L15/08 ,  G06Q10/10 ,  G10L25/60 ,  G06F17/21 ,  G10L15/26 ,  G10L25/51 ,  H04M3/22 ,  H04M3/523 ,  G10L17/26

CPC classification number: H04M3/5232 ,  G06F17/21 ,  G06Q10/063112 ,  G06Q10/1053 ,  G10L15/08 ,  G10L15/26 ,  G10L15/30 ,  G10L17/26 ,  G10L25/51 ,  G10L25/60 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/402

Abstract: A system and method for pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent.

Abstract translation: 提供了一种用于在呼叫中心环境中配对代理和呼叫者的系统和方法。 从呼叫者接收到呼叫中心呼叫。 在呼叫期间从呼叫者接收到语音样本，并且从语音样本识别呼叫者的特征。 呼叫者的特征与呼叫中心内的一个或多个候选代理的特征进行比较。 基于呼叫者和该候选代理共享的特征的数量，在呼叫者和每个候选代理之间确定相似性。 基于相似性选择候选代理之一，并且呼叫者与选择的候选代理连接。

公开(公告)号：US20160328546A1

公开(公告)日：2016-11-10

申请号：US15150276

申请日：2016-05-09

Applicant: Intellisist, Inc.

Inventor： G. Kevin Doren

IPC: G06F21/32 ,  G10L17/22 ,  G06F21/62

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

Abstract: A system and method for identifying special information verbalization timing with the aid of a digital computer are provided. A verbal interaction between two entities is recorded using a voice recorder and the recording is timed using a clock associated with a time base. A user interface of a data processing system is displayed, the data processing system including a further clock associated with a further time base. An activity is identified within the user interface that is associated with an entry of one of the entity's special information received during the interaction. A time is identified that is associated with the activity using the further time base. The timing of the recording is correlated with the time associated with the activity. At least one segment of the recording including the special information is identified based on the correlation. At least a portion of the identified segment is rendered unintelligible.

Abstract translation: 提供了一种借助数字计算机识别特殊信息语言化定时的系统和方法。 使用语音记录器记录两个实体之间的口头交互，并且使用与时基相关联的时钟对记录进行定时。 显示数据处理系统的用户界面，数据处理系统包括与另外的时基相关联的另一个时钟。 在用户界面中识别与在交互期间接收到的实体的特殊信息之一的条目相关联的活动。 使用更多时基识别与活动相关联的时间。 记录的时间与与活动相关的时间相关。 基于相关性来识别包括特殊信息的记录的至少一个段。 识别的段的至少一部分变得难以理解。

公开(公告)号：US09484035B2

公开(公告)日：2016-11-01

申请号：US14980934

申请日：2015-12-28

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: G10L15/30 ,  G10L15/32 ,  G10L15/34 ,  G10L15/193 ,  H04M3/51 ,  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 distributed speech recognition is provided. A prompt is provided to a caller during a call. One or more audio responses are received from the caller in response to the prompt. Distributed speech recognition is performed on the audio responses by providing a non-overlapping section of a main grammar to each of a plurality of secondary recognizers for each audio response. Speech recognition is performed on the audio responses by each of the secondary recognizers using the non-overlapping section of the main grammar associated with that secondary recognizer. A new grammar is generated based on results of the speech recognition from each of the secondary recognizers. Further speech recognition is performed on the audio responses against the new grammar and a further prompt is selected for providing to the caller based on results of the distributed speech recognition.

Abstract translation: 提供了一种用于分布式语音识别的系统和方法。 在通话期间向呼叫者提供提示。 响应于提示，从呼叫者接收一个或多个音频响应。 通过向每个音频响应的多个次级识别器中的每一个提供主语法的非重叠部分来对音频响应执行分布式语音识别。 通过使用与该次要识别器相关联的主语法的非重叠部分的每个次级识别器对音频响应执行语音识别。 基于来自每个二级识别器的语音识别的结果生成新的语法。 对新语法的音频响应执行进一步的语音识别，并且基于分布式语音识别的结果，选择另外的提示来提供给呼叫者。