公开(公告)号：US10158759B2

公开(公告)日：2018-12-18

申请号：US15809404

申请日：2017-11-10

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

Abstract: A system and method for performing circumstance-specific customer satisfaction monitoring in an ongoing call center interaction are provided. At least one parameter of a message, the message including information regarding giving a signal by a customer of a call center indicating a dissatisfaction of the customer, is determined based on at least one of one or more characteristics of the customer and one or more conditions of the call center. The message is provided to the customer prior to an interaction between the customer and one of a plurality of agents of the call center. The interaction is began, including connecting the customer to one of the agents after the message is provided. Monitoring for a receipt of the signal from the customer during the interaction is performed. An action is taken after the receipt of the signal.

公开(公告)号：US10154140B2

公开(公告)日：2018-12-11

申请号：US15606399

申请日：2017-05-26

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 ,  G06Q10/06 ,  G10L15/08

Abstract: A system and method for providing customer-specific ongoing call center assistance with the aid of a digital computer are provided. A call is received from a caller in a call center and the caller is connected to an agent of the call center. The speech of at least one of the caller and the agent is monitored during the call. A subject matter of the call is determined based on the monitoring. One or more characteristics of the caller are obtained. The agent is identified as being in need of assistance. Expert selection criteria are obtained and weighed based on one or more of the characteristics of the caller. An expert agent is selected using the weighed expert selection criteria and the subject matter of the call. The selected expert agent is patched into the call.

公开(公告)号：US10122849B2

公开(公告)日：2018-11-06

申请号：US15682496

申请日：2017-08-21

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M3/51

Abstract: A computer-implemented system and method for retention of call recordings are provided. Calls are received and recorded. The calls are provided to an automatic call distributor and criteria associated with the automatic call distributor are applied to the calls. The recordings of the calls that satisfy the criteria are provided to a database. One or more of the calls remaining are transferred to an IVR. Criteria associated with the IVR are applied to the one or more calls remaining. The recording for at least one of the one or more remaining calls that satisfy the criteria associated with the IVR are provided to the database. Each call still remaining is transferred to an agent. Criteria associated with the agents are applied to the calls still remaining. The recording for at least one of the still remaining calls that satisfies the criteria associated with the agents is provided to the database.

公开(公告)号：US09942401B2

公开(公告)日：2018-04-10

申请号：US15606710

申请日：2017-05-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M11/00 ,  H04M3/51 ,  G10L13/08 ,  G10L15/26 ,  H04M3/42 ,  H04M3/493 ,  H04M3/523 ,  H04M3/53 ,  H04W4/12 ,  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 automated call center operation facilitating agent-caller communication are provided. Multiple call sessions with users are simultaneously provided for an agent on a display. One of the call sessions is identified as active and the agent is allowed to communicate with the user of that call session. Speech utterances for each of the remaining call sessions are received from the user participating in that call session. Each received speech utterance is transcribed and displayed with the associated call session while the agent is communicating with the user of the active call. During the call sessions, text messages are received from one or more of the user of the active call and at least one of the users of the remaining call sessions. The text messages are displayed with the associated call sessions while the agent is communicating with the user of the active call session.

公开(公告)号：US20180097937A1

公开(公告)日：2018-04-05

申请号：US15809404

申请日：2017-11-10

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2203/2038

Abstract: A system and method for performing circumstance-specific customer satisfaction monitoring in an ongoing call center interaction are provided. At least one parameter of a message, the message including information regarding giving a signal by a customer of a call center indicating a dissatisfaction of the customer, is determined based on at least one of one or more characteristics of the customer and one or more conditions of the call center. The message is provided to the customer prior to an interaction between the customer and one of a plurality of agents of the call center. The interaction is began, including connecting the customer to one of the agents after the message is provided. Monitoring for a receipt of the signal from the customer during the interaction is performed. An action is taken after the receipt of the signal.

公开(公告)号：US09912806B1

公开(公告)日：2018-03-06

申请号：US15723093

申请日：2017-10-02

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: H04M1/66 ,  H04M3/42 ,  H04L29/06 ,  H04M1/725 ,  H04W12/02 ,  H04W12/06 ,  H04W12/10 ,  H04W4/20

CPC classification number: H04M3/42042 ,  H04L63/0428 ,  H04L63/0823 ,  H04L63/126 ,  H04L67/02 ,  H04M1/72525 ,  H04M3/42059 ,  H04M3/42161 ,  H04M2203/6045 ,  H04M2203/609 ,  H04M2242/10 ,  H04W4/16 ,  H04W4/20 ,  H04W12/02 ,  H04W12/06 ,  H04W12/10

Abstract: A computer-implemented system and method for determining call status is provided. A call from a caller to a recipient is identified and an identity of the caller is determined. A determination is made as to whether a security certificate of the caller is available. A status of the call is determined based on one of a presence and an absence of the security certificate. The identity of the caller is provided to the recipient. A type of notification for the call status is determined based on a type of the call status and the notification is delivered with the caller identity.

公开(公告)号：US09858929B2

公开(公告)日：2018-01-02

申请号：US15495919

申请日：2017-04-24

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: G10L15/01 ,  G10L15/06 ,  G10L15/26 ,  G10L15/19 ,  G10L15/10 ,  G10L15/18 ,  H04M3/51 ,  H04M3/42

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 is assigned to each utterance obtained from a user during a call and a confidence score is assigned to each transcribed value. An accuracy threshold is applied to the confidence scores and the transcribed values that satisfy the accuracy threshold are incorporated in a message. A grouping is generated for at least one of the utterances associated with one such transcribed value that fails to satisfy the accuracy threshold. The grouping includes the at least one utterance and related utterances from other calls. Further transcribed values for at least a portion of the utterances in the grouping are received from human transcribers. The remaining utterances in the grouping are provided to the human transcribers when the further transcribed values differ. The further transcribed value for the at least one utterance is incorporated in the message.

公开(公告)号：US09667796B1

公开(公告)日：2017-05-30

申请号：US15243912

申请日：2016-08-22

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04M1/64 ,  H04M3/533 ,  H04W4/06

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 group message delivery is provided. A voice message is received from a user associated with a personal communication device. An identification code for a discussion group to which the voice message is directed is obtained from the voice message. The voice message is added to a queue associated with the discussion group and a list of members associated with the discussion group is obtained. A sublist of personal communication devices associated with those members that are signed in to the discussion group is built. The voice message is transmitted to the personal communication devices on the sublist when the voice message reaches a top of the queue.

公开(公告)号：US09503574B2

公开(公告)日：2016-11-22

申请号：US14612226

申请日：2015-02-02

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Gilad Odinak ,  Haodong (Howard) Jiang ,  Matthew Thorn ,  Tom McCann

IPC: H04M11/00 ,  H04M3/42 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/301

Abstract: A system and method for selecting call recordings for storage is provided. Criteria for retaining call recordings are identified. Each of a plurality of watchers within a call center is programmed with one or more criteria selected from the identified criteria. Call recordings are generated from calls within the call center. The criteria from one or more of the watchers are applied to each of the call recordings. Those call recordings that satisfy the applied criteria are retained within the call center.

Abstract translation: 提供了一种用于选择用于存储的呼叫记录的系统和方法。 确定保留通话记录的标准。 呼叫中心内的多个观察者中的每一个都用从所识别的标准中选择的一个或多个标准来编程。 呼叫记录是从呼叫中心内的呼叫生成的。 一个或多个观察者的标准被应用于每个呼叫记录。 那些符合应用标准的通话记录保留在呼叫中心内。

公开(公告)号：US20160322051A1

公开(公告)日：2016-11-03

申请号：US15207440

申请日：2016-07-11

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: G10L15/26 ,  H04M3/51 ,  G10L15/06 ,  G10L15/19 ,  G10L15/10 ,  H04M3/42 ,  G10L15/01

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 during a live call is provided. Speech utterances are transcribed during a live call. A confidence score is assigned to each transcribed speech utterance. One of the transcribed speech utterances with a low confidence score is identified. An attempt is made to identify a pool of related transcribed speech utterances by monitoring other live calls for a predetermined amount of time. Similar transcribed speech utterances with low confidence scores are identified and a group of the similar transcribed speech utterances and the identified transcribed speech utterance is formed. A determination is made as to whether the group includes a predetermined number of transcribed speech utterances upon termination of the predetermined time. If so, a sample of the transcribed speech utterances in the pool is processed to verify a validity of the transcribed speech utterances.

Abstract translation: 提供了一种计算机实现的系统和方法，用于在实时呼叫期间进行转录错误减少。 演讲话语在实时通话中转录。 每个转录的语音发音分配一个置信度。 识别出具有低置信度得分的转录语言话语之一。 尝试通过在预定时间量内监视其他现场呼叫来识别相关转录语音语音池。 确定具有低置信度分数的相似的转录语言话语，并且形成一组相似的转录语音话语和识别的转录语音话语。 确定在该预定时间结束时该组是否包括预定数量的转录语音语音。 如果是这样，则处理池中的转录语音说话的样本，以验证转录语音话语的有效性。