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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
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.
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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.
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3.发明申请公开(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.
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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
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.
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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
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.
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Patent Agency Ranking
6.发明申请Computer-Implemented System And Method For Transcription Error Reduction During A Live Call 有权计算机实现的系统和方法用于在现场呼叫期间减少转录错误公开(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
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。
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7.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
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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8.发明申请Computer-Implemented System And Method For Voice Transcription Error Reduction 有权计算机实现的系统和语音转录错误减少的方法公开(公告)号：US20140149115A1
公开(公告)日：2014-05-29
申请号：US14171732
申请日：2014-02-03
Applicant: Intellisist, Inc.
Inventor： David Milstein
IPC: G10L15/26
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 voice transcription error reduction is provided. Speech utterances are obtained from a voice stream and each speech utterance is associated with a transcribed value and a confidence score. Those utterances with transcription values associated with lower confidence scores are identified as questionable utterances. One of the questionable utterances is selected from the voice stream. A predetermined number of questionable utterances from other voice streams and having transcribed values similar to the transcribed value of the selected questionable utterance are identified as a pool of related utterances. A further transcribed value is received for each of a plurality of the questionable utterances in the pool of related utterances. A transcribed message is generated for the voice stream using those transcribed values with higher confidence scores and the further transcribed value for the selected questionable utterance.
Abstract translation: 提供了一种用于语音转录错误减少的计算机实现的系统和方法。 从语音流中获得语音话语，并且每个语音话语与转录值和置信度得分相关联。 具有与较低置信度得分相关联的转录值的话语被确定为可疑话语。 从语音流中选择一个可疑话语。 来自其他语音流并具有与所选择的可疑话语的转录值类似的转录值的预定数量的可疑话语被识别为相关话语池。 在相关话语池中的多个可疑话语中的每一个接收另外的转录值。 使用具有更高置信度得分的转录值和所选择的可疑话语的另外的转录值，为语音流生成转录消息。
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公开(公告)号：US10375242B2
公开(公告)日：2019-08-06
申请号：US15483555
申请日：2017-04-10
Applicant: Intellisist, Inc.
Inventor： David Milstein , Gilad Odinak , Howard M. Lee
Abstract: A system and method for user notification regarding detected events is provided. A plurality of messages are accessed from one or more sources. Those of the messages associated with one or more potential events are identified. The potential events are detected based on the messages. At least one of the potential events is identified as an event based on a number of messages associated with that potential event. Metadata regarding the event is extracted by from the messages associated with the event. Information regarding the event is obtained from a third party different from the one or more sources of the monitored messages. A message regarding the event is generated, the generated message comprising the extracted metadata and the information. At least one user associated with the event is identified, wherein the at least one user is notified of the event using the generated message.
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公开(公告)号：US20180198909A1
公开(公告)日：2018-07-12
申请号：US15912347
申请日：2018-03-05
Applicant: Intellisist, Inc.
Inventor： David Milstein
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 , H04W4/21 , H04W12/10
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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