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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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公开(公告)号：US10511710B2
公开(公告)日：2019-12-17
申请号：US15912347
申请日：2018-03-05
Applicant: Intellisist, Inc.
Inventor： David Milstein
IPC: H04M1/66 , H04M3/42 , H04W4/16 , H04L29/06 , H04W12/10 , H04L29/08 , H04M1/725 , H04W4/20 , H04W4/21
Abstract: A computer-implemented system and method for call status determination is provided. A request for verification of incoming calls to a party is received. An incoming call from a caller to that party is identified and metadata associated with the incoming call is obtained. An identification of the caller and whether a security certificate is present is determined from the metadata. A connection status of the call is determined based on one of a presence and absence of the security certificate. A notification of the connection status is provided to the party.
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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
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.
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84.发明授权公开(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
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.
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公开(公告)号：US10372891B2
公开(公告)日：2019-08-06
申请号：US15150276
申请日：2016-05-09
Applicant: Intellisist, Inc.
Inventor： G. Kevin Doren
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.
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Patent Agency Ranking
公开(公告)号：US10083691B2
公开(公告)日：2018-09-25
申请号：US15859176
申请日：2017-12-29
Applicant: Intellisist, Inc.
Inventor： David Milstein
CPC classification number: G10L15/26 , G10L15/01 , G10L15/06 , G10L15/063 , G10L15/10 , G10L15/1822 , G10L15/19 , G10L15/22 , G10L2015/0631 , G10L2015/0638 , H04M3/42221 , H04M3/51 , H04M3/5183
Abstract: A computer-implemented system and method for transcription error reduction is provided. A transcribed value and a confidence score are assigned to each utterance in a stream of audio data. Those utterances with confidence scores that fall below a confidence threshold are identified as questionable utterances. At least one of the questionable utterances is placed into a pool of related utterances also determined to be questionable. A determination is made as to whether the pool satisfies a size threshold within a predetermined amount of time. A sample of the questionable utterances from the pool is obtained when the pool satisfies the size threshold within the predetermined amount of time. The sample of questionable utterances is provided to at least one human transcriber for verification.
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公开(公告)号：US09953147B2
公开(公告)日：2018-04-24
申请号：US14281842
申请日：2014-05-19
Applicant: Intellisist, Inc.
Inventor： G. Kevin Doren
CPC classification number: G06F21/32 , G06F21/6263 , G10L15/26 , G10L17/22 , G10L21/00 , H04M3/42221
Abstract: A computer-implemented system and method for correlating activity within a user interface with special information is provided. A user interface with data entry fields is provided. One or more of the data entry fields is designated for special information. A first screen shot of the user interface is captured, and a second screen shot of the user interface is captured at a later time. The first and second screen shots are compared. A change comprising at least a portion of an entry within one of the data entry fields for special information in the second screen shot is identified between the first and second screen shots. The entry is rendered unintelligible.
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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.
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89.发明授权公开(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.
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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.
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