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    Computer-implemented system and method for retention of call recordings
    2.
    发明授权
    Computer-implemented system and method for retention of call recordings 有权

    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.

    System and method for selecting call recordings for storage
    5.
    发明授权
    System and method for selecting call recordings for storage 有权
    用于选择呼叫记录进行存储的系统和方法

    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。

    System And Method For Processing Call Data
    6.
    发明申请
    System And Method For Processing Call Data 有权
    用于处理呼叫数据的系统和方法

    公开(公告)号：US20160205249A1

    公开(公告)日：2016-07-14

    申请号：US15067101

    申请日：2016-03-10

    Applicant: Intellisist, Inc.

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

    IPC: H04M3/51 ,  G10L15/26

    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 processing call data is provided. A call between a user and an agent is monitored. A selected script having a dialog grammar is received. The selected script is executed by converting at least a portion of the script into synthesized speech utterances and providing the synthesized speech utterances to the user. Speech utterances are received from the user in reply to each of the synthesized speech utterances from the script. Each received speech utterance is converted to text as a user message and a form is populated with the user messages. The user speech utterances and the form with the user messages are provided to the agent.

    Abstract translation: 提供了一种用于处理呼叫数据的系统和方法。 监视用户和代理之间的呼叫。 接收到具有对话语法的所选脚本。 所选择的脚本通过将脚本的至少一部分转换成合成语音语句并向用户提供合成语音话语来执行。 从用户接收到来自脚本的每个合成语音话语的语音话语。 每个接收到的语音话语被转换为文本作为用户消息，并且用用户消息填充表单。 将用户讲话话语和具有用户消息的表单提供给代理。

    System And Method For Identifying Special Information
    8.
    发明申请
    System And Method For Identifying Special Information 有权
    识别特殊信息的系统和方法

    公开(公告)号：US20150302849A1

    公开(公告)日：2015-10-22

    申请号：US14617823

    申请日：2015-02-09

    Applicant: Intellisist, Inc.

    Inventor： Howard M. Lee ,  Steven Lutz ,  Gilad Odinak

    IPC: G10L15/04 ,  G10L21/02

    CPC classification number: G10L15/04 ,  G10L15/26 ,  G10L17/00 ,  G10L17/005 ,  G10L21/00 ,  G10L21/02 ,  H04L9/3231 ,  H04L2209/04 ,  H04L2209/56

    Abstract: A system and method for identifying special information is provided. Endpoints are defined within a voice recording. One or more of the endpoints are identified within the voice recording and the voice recording is partitioned into segments based on the identified endpoints. Elements of text are identified by applying speech recognition to each of the segments and a list of prompt list candidates are applied to the text elements. The segments with text elements that match one or more prompt list candidates are identified. Portions of the voice recording following the prompt list candidates that include special information are identified and the special information is rendered unintelligible within the voice recording.

    Abstract translation: 提供了一种用于识别特殊信息的系统和方法。 端点在录音内定义。 在语音记录中识别一个或多个端点，并且基于所识别的端点将语音记录划分成段。 通过将语音识别应用于每个段来标识文本的元素，并且将提示列表候选列表应用于文本元素。 识别具有与一个或多个提示列表候选者匹配的文本元素的段。 识别包含特殊信息的提示列表候选之后的语音记录的部分，并且在语音记录中使特殊信息变得难以理解。

    Computer-Implemented System And Method For Detecting Events For Use In An Automated Call Center Environment
    9.
    发明申请
    Computer-Implemented System And Method For Detecting Events For Use In An Automated Call Center Environment 有权
    用于检测在自动呼叫中心环境中使用的事件的计算机实现的系统和方法

    公开(公告)号：US20150281449A1

    公开(公告)日：2015-10-01

    申请号：US14667549

    申请日：2015-03-24

    Applicant: Intellisist, Inc.

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

    IPC: H04M3/51 ,  H04M3/42 ,  H04M3/523

    CPC classification number: H04M3/5183 ,  G06F17/30705 ,  G06F17/30861 ,  H04M3/42382 ,  H04M3/4872 ,  H04M3/51 ,  H04M3/5232 ,  H04M2203/556 ,  H04M2203/655

    Abstract: A computer-implemented system and method for detecting events for use in an automated call center environment are provided. A plurality of messages is monitored by a call center. Those messages sharing one or more keywords representative of one or more potential events are identified. The one or more potential events are detected based on the shared keywords. At least one of the potential events is identified as an event based on the number of messages that share the keywords representative of that potential event. Metadata regarding the event is extracted from the messages sharing the keywords representative of the event. A message regarding the event that includes the extracted metadata is generated. The generated message from the call center is provided to at least one user related to the event.

    Abstract translation: 提供了一种用于检测在自动呼叫中心环境中使用的事件的计算机实现的系统和方法。 多个消息由呼叫中心监视。 识别共享表示一个或多个潜在事件的一个或多个关键字的那些消息。 基于共享关键字检测一个或多个潜在事件。 基于共享表示该潜在事件的关键字的消息的数量，将至少一个潜在事件识别为事件。 从共享表示事件的关键字的消息中提取关于事件的元数据。 生成包含提取的元数据的事件的消息。 来自呼叫中心的生成的消息被提供给与事件相关的至少一个用户。

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