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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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2.发明申请公开(公告)号：US20180151174A1
公开(公告)日：2018-05-31
申请号：US15882958
申请日：2018-01-29
Applicant: Intellisist, Inc.
Inventor： Howard M. Lee , Steven Lutz , Gilad Odinak
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 within a voice recording is provided. Training to identify a speaker is performed. A voice recording including utterances by at least two speakers is processed to identify segments of the voice recording provided by the speaker. Remaining segments of the voice recording are designated as provided by another speaker. A text element that corresponds to a request for information is identified in at least one of the segments of the voice recording provided by the speaker. A predetermined duration associated with the identified text element is applied to one of the segments of the voice recording of the other speaker occurring immediately after the segment of the voice recording from the regular speaker with the identified text element. The utterances from the other speaker occurring within the predetermined duration are identified as special information and rendered unintelligible.
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公开(公告)号：US09621726B2
公开(公告)日：2017-04-11
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.
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4.发明申请System and Method for Providing Ongoing Call Center Call Assistance with the Aid of a Digital Computer 有权为数字计算机辅助提供呼叫中心呼叫协助的系统和方法公开(公告)号：US20160323451A1
公开(公告)日：2016-11-03
申请号：US15207391
申请日：2016-07-11
Applicant: Intellisist, Inc.
Inventor： David Milstein , Gilad Odinak , Howard M. Lee
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.
Abstract translation: 提供了一种借助数字计算机提供持续呼叫中心呼叫协助的系统和方法。 通过呼叫中心的自动呼叫分配器从呼叫者接收到呼叫，呼叫者通过自动呼叫分配器连接到呼叫中心的代理。 呼叫中的代理人讲话由呼叫中心内的干预处理器进行监控。 干预处理器确定呼叫期间代理的语音特性，获得代理的预定语音特性，将预定语音特征与在呼叫期间确定的语音特征进行比较，并且基于比较来检测需要帮助的代理。 自动呼叫分配器确定呼叫的主题，并且干预处理器识别专家与主题匹配的专家。 干预处理器将专家补丁到呼叫中。
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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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Patent Agency Ranking
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
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。
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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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公开(公告)号：US20140129219A1
公开(公告)日：2014-05-08
申请号：US14071639
申请日：2013-11-04
Applicant: Intellisist, Inc.
Inventor： Howard M. Lee , Steven Lutz , Gilad Odinak
IPC: G10L17/00
CPC classification number: G10L15/04 , G10L15/26 , G10L17/00 , G10L17/005 , G10L21/00 , G10L21/02 , H04L9/3231 , H04L2209/04 , H04L2209/56
Abstract: A computer-implemented system and method for masking special data is provided. Speakers of a call recording are identified. The call recording is separated into strands corresponding to each of the speakers. A prompt list of elements that prompt the speaker of the other strand to utter special information is applied to one of the strands. At least one of the elements of the prompt list is identified in the one strand. A special information candidate is identified in the other strand and is located after a location in time where the element was found in the voice recording of the one strand. A confidence score is assigned to the element located in the one strand and to the special information candidate in the other strand. The confidence scores are combined and a threshold is applied. The special information candidate is rendered unintelligible when the combined confidence scores satisfy the threshold.
Abstract translation: 提供了一种用于屏蔽特殊数据的计算机实现的系统和方法。 确定了通话记录的扬声器。 呼叫记录被分成与每个扬声器对应的线。 提示其他线索的扬声器发出特殊信息的元素的提示列表应用于其中一条线。 提示列表的至少一个元素在一条链中被识别。 在另一条链中识别出特殊信息候选者，并且位于在一条链的录音中发现该元素的时间点之后。 信任分数被分配给位于一条链中的元素和另一条链中的特殊信息候选。 组合置信度得分并应用阈值。 当组合的置信分数满足阈值时，特殊信息候选者变得难以理解。
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公开(公告)号：US08954332B2
公开(公告)日：2015-02-10
申请号：US14071639
申请日：2013-11-04
Applicant: Intellisist, Inc.
Inventor： Howard M. Lee , Steven Lutz , Gilad Odinak
CPC classification number: G10L15/04 , G10L15/26 , G10L17/00 , G10L17/005 , G10L21/00 , G10L21/02 , H04L9/3231 , H04L2209/04 , H04L2209/56
Abstract: A computer-implemented system and method for masking special data is provided. Speakers of a call recording are identified. The call recording is separated into strands corresponding to each of the speakers. A prompt list of elements that prompt the speaker of the other strand to utter special information is applied to one of the strands. At least one of the elements of the prompt list is identified in the one strand. A special information candidate is identified in the other strand and is located after a location in time where the element was found in the voice recording of the one strand. A confidence score is assigned to the element located in the one strand and to the special information candidate in the other strand. The confidence scores are combined and a threshold is applied. The special information candidate is rendered unintelligible when the combined confidence scores satisfy the threshold.
Abstract translation: 提供了一种用于屏蔽特殊数据的计算机实现的系统和方法。 确定了通话记录的扬声器。 呼叫记录被分成与每个扬声器对应的线。 提示其他线索的扬声器发出特殊信息的元素的提示列表应用于其中一条线。 提示列表的至少一个元素在一条链中被识别。 在另一条链中识别出特殊信息候选者，并且位于在一条链的录音中发现该元素的时间点之后。 信任分数被分配给位于一条链中的元素和另一条链中的特殊信息候选。 组合置信度得分并应用阈值。 当组合的置信分数满足阈值时，特殊信息候选者变得难以理解。
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10.发明授权公开(公告)号：US10446134B2
公开(公告)日：2019-10-15
申请号：US15882958
申请日：2018-01-29
Applicant: Intellisist, Inc.
Inventor： Howard M. Lee , Steven Lutz , Gilad Odinak
Abstract: A system and method for identifying special information within a voice recording is provided. Training to identify a speaker is performed. A voice recording including utterances by at least two speakers is processed to identify segments of the voice recording provided by the speaker. Remaining segments of the voice recording are designated as provided by another speaker. A text element that corresponds to a request for information is identified in at least one of the segments of the voice recording provided by the speaker. A predetermined duration associated with the identified text element is applied to one of the segments of the voice recording of the other speaker occurring immediately after the segment of the voice recording from the regular speaker with the identified text element. The utterances from the other speaker occurring within the predetermined duration are identified as special information and rendered unintelligible.
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