公开(公告)号：US10685135B2

公开(公告)日：2020-06-16

申请号：US15369797

申请日：2016-12-05

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04L29/06 ,  G06F21/62 ,  H04L9/08 ,  H04L9/14 ,  H04M3/42 ,  H04M3/51 ,  G06Q30/02

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：US10469663B2

公开(公告)日：2019-11-05

申请号：US14667603

申请日：2015-03-24

Applicant: Intellisist, Inc.

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

IPC: H04M3/51 ,  H04M3/493 ,  H04M3/523 ,  H04M3/58

Abstract: A computer-implemented system and method for protecting sensitive information within a call center in real time is provided. A call from a caller is received within a call center. The call is assigned to an agent and a determination is made as to when the caller is to provide sensitive information. The user is transferred to an automated voice response system to which the sensitive information is provided, while maintaining the call with the agent. The caller is returned to the agent upon providing the sensitive information. A notification regarding a status of the sensitive information is sent and the call is terminated.

公开(公告)号：US10447856B2

公开(公告)日：2019-10-15

申请号：US16200476

申请日：2018-11-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Yishay Carmiel

IPC: H04M3/51 ,  G06F17/27 ,  G06Q10/00 ,  H04L12/58

Abstract: A computer-implemented system and method for facilitating interactions via automatic agent responses is provided. A request for information for an agent is received from a user during an interaction with the agent. A list of candidate responses to the request is generated and one of the candidate responses is automatically selected when the agent fails to respond to the request within a predetermined time period. The selected response is provided to the user on behalf of the agent.

公开(公告)号：US10027804B2

公开(公告)日：2018-07-17

申请号：US14493090

申请日：2014-09-22

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M1/64 ,  H04M3/51 ,  G10L15/08 ,  G06Q10/10 ,  G10L25/60 ,  G06F17/21 ,  G10L15/26 ,  G10L25/51 ,  H04M3/22 ,  H04M3/523 ,  G10L17/26

Abstract: A system and method for providing hiring recommendations of agents within a call center is provided. A voice sample is received from a candidate agent. The voice sample is analyzed by comparing the voice sample with at least one voice model associated with voice characteristics for two or more populations of a trait. One of the populations to which the candidate agent belongs for that trait is identified. A score is assigned to the candidate agent based on the identified population for the trait. A recommendation for hire for the candidate agent is provided based on the assigned score.

公开(公告)号：US20180130473A1

公开(公告)日：2018-05-10

申请号：US15803288

申请日：2017-11-03

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Yishay Carmiel

IPC: G10L17/02 ,  G06F21/32 ,  G10L17/00 ,  G10L17/20 ,  G10L17/24

CPC classification number: G10L17/02 ,  G06F21/32 ,  G10L17/00 ,  G10L17/005 ,  G10L17/20 ,  G10L17/24

Abstract: Caller identity verification can be improved by employing a multi-step verification that leverages speech features that are obtained from multiple interactions with a caller. An enrollment is performed in which customer speech features and customer information are collected. When a caller calls into the call center, an attempt is made to verify the caller's identity by requesting the caller to speak a predefined phrase, extracting speech features from the spoken phrase, and comparing the phrase. If the purported identity of the caller can be matched with one of the customers based on the comparison, the identity of the caller is verified. If the match cannot be made with a high enough degree of confidence, the customer is asked to speak any phrase that is not predefined. Features are extracted from the caller's speech, combined with features previously extracted from the predefined speech, and compared to the enrollment features.

公开(公告)号：US09860384B2

公开(公告)日：2018-01-02

申请号：US15606688

申请日：2017-05-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04M1/64 ,  H04M3/533 ,  H04L12/58 ,  H04L12/18 ,  H04L29/06 ,  H04W12/06 ,  H04W4/06 ,  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 delivering group messages is provided. Users that are signed-on to and signed-off from one or more discussion groups are tracked. A voice message is received from one of the users signed-on to one of the discussion groups. A list of users associated with the discussion group is obtained and a sublist of signed-on users including those users from the list that are signed-on to the discussion group is built. The voice message is provided to the signed-on users of the discussion group and a copy of the voice message is stored for later access by the users in the discussion group that are signed-off.

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.