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1.发明授权Method, apparatus, and computer readable media for minimizing the risk of fraudulent access to call center resources 有权方法，装置和计算机可读介质，用于最小化欺骗性访问呼叫中心资源的风险公开(公告)号：US06937702B1
公开(公告)日：2005-08-30
申请号：US10178798
申请日：2002-06-24
CPC分类号： H04M3/385 , H04M3/38 , H04M3/5125 , H04M2203/6018
摘要： Method, apparatus, and computer-readable media for minimizing the risk of fraudulent access to call center resources. The invention described herein provides a method of minimizing fraudulent access to call center resources, with the method including at least the following. One or more authenticated biometric samples are associated with at least one person. The person then submits at least one test biometric sample during a login process to obtain authorization to access to call center resources, for example, to process telephone calls or to receive training. This test biometric sample is captured and the differences between the test biometric sample and the one or more authenticated biometric samples is quantified. Depending on the degree of difference between the at least one authenticated biometric sample and the test biometric sample, the person's request for authorization to access call center resources is dispositioned. Apparatus and computer-readable media to realize the above functions are also provided herein.
摘要翻译： 方法，装置和计算机可读介质，用于最小化欺骗性访问呼叫中心资源的风险。 本文描述的发明提供了一种使呼叫中心资源的欺诈访问最小化的方法，该方法至少包括以下内容。 一个或多个认证的生物特征样本与至少一个人相关联。 该人员在登录过程中至少提交一个测试生物特征样本，以获得访问呼叫中心资源的授权，例如处理电话或接收培训。 捕获该测试生物特征样本，并且量化测试生物特征样本与一个或多个认证生物特征样本之间的差异。 根据至少一个认证的生物特征样本与测试生物特征样本之间的差异程度，处理该人对授权访问呼叫中心资源的请求。 本文还提供了用于实现上述功能的装置和计算机可读介质。
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2.发明授权Method, apparatus, and computer readable media for minimizing the risk of fraudulent receipt of telephone calls 有权用于最小化欺诈性接收电话呼叫的风险的方法，装置和计算机可读介质公开(公告)号：US06804331B1
公开(公告)日：2004-10-12
申请号：US10156444
申请日：2002-05-28
IPC分类号： H04M164
CPC分类号： H04M3/385 , H04M3/38 , H04M3/5125 , H04M2203/6018
摘要： Method, apparatus, and computer-readable media for minimizing the risk of fraudulent receipt of telephone calls. The invention described herein provides a method of minimizing fraudulent receipt of telephone calls, with the method including at least the following. One or more authenticated voice samples are associated with at least one person. The person then submits at least one test voice sample during a login process to obtain authorization to receive telephone calls. This test voice samples is captured and the differences between the test voice sample and the one or more authenticated voice samples is quantified. Depending on the degree difference between the at least one authenticated voice sample and the test voice sample, the person's request for authorization to receive telephone calls or training is dispositioned. Apparatus and computer-readable media to realize the above function are also provided herein.
摘要翻译： 方法，装置和计算机可读介质，用于最小化欺诈性接收电话呼叫的风险。 本文描述的发明提供了一种使电话呼叫的欺诈接收最小化的方法，该方法至少包括以下方法。 一个或多个认证语音样本与至少一个人相关联。 该人员在登录过程中至少提交一个测试语音样本，以获得接收电话的授权。 该测试语音样本被捕获，测试语音样本与一个或多个认证语音样本之间的差异被量化。 根据至少一个认证语音样本与测试语音样本之间的程度差异，处理该人接收电话或培训的授权请求。 本文还提供了实现上述功能的装置和计算机可读介质。
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3.发明授权Methods, apparatus, and computer readable media for confirmation and verification of shipping address data associated with a transaction 有权用于确认和验证与交易相关联的运送地址数据的方法，装置和计算机可读介质公开(公告)号：US07403967B1
公开(公告)日：2008-07-22
申请号：US10173794
申请日：2002-06-18
CPC分类号： H04M3/4936 , G06Q30/00 , G10L15/00 , H04M3/42221
摘要： Methods, apparatus, and computer readable media for confirmation and verification of shipping address data associated with a transaction. The invention as described herein provides a method of verifying first and at least second shipping address information associated with transactions conducted over a telecommunications network. The first and second shipping address information can be stored respectively in a first format and a second format, such as respective speech and text formats. The method functions by accessing address information pertaining to a specific transaction by extracting the respective address information as stored in both formats. The address information is then compared to each other to ensure that they are consistent. If the address information as stored in the two respective formats are sufficiently inconsistent, the underlying transaction may be dispositioned in various ways according to the difference. Typically, the person with whom the transaction is conducted provides live voice data that is stored in a first data store, while a live operator interacting with the person transcribes this voice data for storage as text data in a second data store. The invention focuses on ensuring consistency between the address information as stored in these two different data stores for the purposes of both quality assurance and fraud prevention. Apparatus and computer readable media implementing the above-described method are also provided herein.
摘要翻译： 用于确认和验证与交易相关联的运送地址数据的方法，装置和计算机可读介质。 本文所述的本发明提供一种验证与通过电信网络进行的交易相关联的第一和至少第二运送地址信息的方法。 第一和第二送货地址信息可以分别存储在第一格式和第二格式中，例如各自的语音和文本格式。 该方法通过通过提取以两种格式存储的相应地址信息来访问与特定事务相关的地址信息。 然后将地址信息相互比较，以确保它们是一致的。 如果存储在两种格式中的地址信息足够不一致，则可以根据差异以各种方式配置底层事务。 通常，进行交易的人提供存储在第一数据存储器中的实时语音数据，而与人交互的实时操作者将该语音数据转录为第二数据存储器中的文本数据。 本发明的重点在于为了质量保证和防止欺诈的目的，确保存储在这两个不同数据存储中的地址信息之间的一致性。 本文还提供了实现上述方法的装置和计算机可读介质。
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4.发明授权System, method, and computer readable media for confirmation and verification of shipping address data associated with a transaction 有权用于确认和验证与交易相关联的运送地址数据的系统，方法和计算机可读介质公开(公告)号：US08817953B1
公开(公告)日：2014-08-26
申请号：US13551877
申请日：2012-07-18
CPC分类号： H04M3/4936 , G06Q30/00 , G10L15/00 , H04M3/42221
摘要： A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.
摘要翻译： 一种用于确认和验证与数据通信相关联的地址数据的系统，方法和计算机可读介质。 本发明提供一种获得第一地址信息和第二地址信息中的至少一个的方法，将处理器将第一地址信息和第二地址信息之一转换成与第一地址信息中的另一个进行比较的格式兼容 和第二地址信息，并且量化第一地址信息和第二地址信息之间的转换的一个和第一地址信息和第二地址信息中的另一个之间的差异。
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5.发明授权Methods, apparatus, scripts, and computer readable media for facilitating secure capture of sensitive data for a voice-based transaction conducted over a telecommunications network 有权用于促进通过电信网络进行的基于语音的事务的敏感数据的安全捕获的方法，装置，脚本和计算机可读介质公开(公告)号：US06862343B1
公开(公告)日：2005-03-01
申请号：US10156575
申请日：2002-05-28
CPC分类号： H04M3/5166 , H04M3/16 , H04M3/42221 , H04M3/54
摘要： Methods, apparatus, scripts, and computer readable media for facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network. In an illustrative embodiment, the method comprises executing a script controlling a flow for the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained. The caller is transferred to an automated system in real time in response to the script to capture sensitive data from the caller and to store the sensitive data in a transaction record. The caller is transferred to a live operator in real time in response to the script to capture non-sensitive data from the caller and to store the non-sensitive data in the transaction record. Apparatus, scripts, and computer readable media for realizing the above method and other embodiments of the same are also provided.
摘要翻译： 方法，装置，脚本和计算机可读介质，用于在通过电信网络进行的呼叫者的基于语音的交易期间促进敏感数据的安全捕获。 在说明性实施例中，该方法包括执行控制用于基于语音的事务的流程的脚本，在该事务期间可以获得敏感数据和非敏感数据中的至少一个。 呼叫者被实时传送到自动系统，以响应脚本来捕获来自呼叫者的敏感数据，并将敏感数据存储在事务记录中。 呼叫者被实时地转移到实时运营商，以响应于脚本来捕获来自呼叫者的非敏感数据，并将非敏感数据存储在事务记录中。 还提供了用于实现上述方法和其它实施例的装置，脚本和计算机可读介质。
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公开(公告)号：US09253329B1
公开(公告)日：2016-02-02
申请号：US13373710
申请日：2011-11-28
申请人： Mark J. Pettay , Myron P. Sojka , Hendryanto Rilantono , Mark Steven Jarzynka , Gregory Stuart Cardin , Bernard Roubaud
发明人： Mark J. Pettay , Myron P. Sojka , Hendryanto Rilantono , Mark Steven Jarzynka , Gregory Stuart Cardin , Bernard Roubaud
CPC分类号： H04M3/56 , H04M3/5233 , H04M2203/2061 , H04M2203/408 , H04M2242/12
摘要： Embodiments of the present invention pertain to an apparatus, a method, and a computer program configured to transmit messages between a plurality of devices during a conference call and connect the plurality of devices to a service provider based on a request for at least one service. The transmitted messages can be audio messages or audio and video messages.
摘要翻译： 本发明的实施例涉及一种设备，方法和计算机程序，其被配置为在会议呼叫期间在多个设备之间传送消息，并且基于对至少一个服务的请求将多个设备连接到服务提供商。 发送的消息可以是音频消息或音频和视频消息。
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公开(公告)号：US09601117B1
公开(公告)日：2017-03-21
申请号：US13307193
申请日：2011-11-30
CPC分类号： H04M3/567 , G06F3/0481 , G06F17/24 , G10L15/26 , G10L15/265 , G10L21/0272 , H04L65/4007 , H04M3/42221 , H04M7/0027 , H04M2201/22 , H04M2201/41 , H04M2203/301 , H04M2203/303
摘要： A method and apparatus of sharing documents during a conference call data is disclosed. One example method may include initiating a document sharing operation during a conference call conducted between at least two participants communicating during the conference call. The method may also include transferring the document from one of the two participants to another of the two participants, and recording at least one action performed to the document by the participants during the conference call.
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公开(公告)号：US09025760B1
公开(公告)日：2015-05-05
申请号：US13373713
申请日：2011-11-28
申请人： Mark J. Pettay , Myron P. Sojka , Hendryanto Rilantono , Mark Steve Jarzynka , Gregory Stuart Cardin , Bernard Roubaud
发明人： Mark J. Pettay , Myron P. Sojka , Hendryanto Rilantono , Mark Steve Jarzynka , Gregory Stuart Cardin , Bernard Roubaud
CPC分类号： H04M3/562 , H04M3/56 , H04M2242/12
摘要： An apparatus, method, and computer-program are provided to receive a request to connect a translator to a conference call holding area, and transmit a request to the translator for a personal identification number prior to connecting the translator to the conference call holding area. Upon verification of the person identification number, the translator is connected to the conference call holding area.
摘要翻译： 提供了一种装置，方法和计算机程序，用于接收将转换器连接到电话会议保持区域的请求，并且在将翻译器连接到电话会议保持区域之前向个人识别号码的转换器发送请求。 经验证人员识别号码后，翻译器连接到电话会议保持区域。
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公开(公告)号：US08520833B1
公开(公告)日：2013-08-27
申请号：US13157660
申请日：2011-06-10
申请人： Mark J. Pettay , Myron P. Sojka , Mark Steven Jarzynka , Gregory Stuart Cardin , Hendryanto Rilantono , Bernard Roubaud
发明人： Mark J. Pettay , Myron P. Sojka , Mark Steven Jarzynka , Gregory Stuart Cardin , Hendryanto Rilantono , Bernard Roubaud
CPC分类号： H04M3/56 , H04M2203/2061 , H04M2242/12
摘要： Embodiments of the present invention pertain to an apparatus, method, and a computer program configured to connect a translator located in a remote area to a conference holding area, and also connect a customer and customer service representative to the translator in order for the translator to translate between the customer service representative and the customer, when the customer services representative determines that a translator is needed.
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公开(公告)号：US08352276B1
公开(公告)日：2013-01-08
申请号：US13540808
申请日：2012-07-03
申请人： Mark J. Pettay , Jill M Vacek
发明人： Mark J. Pettay , Jill M Vacek
CPC分类号： H04M3/5175 , G10L15/14 , G10L15/26 , G10L25/51 , H04M3/5191
摘要： Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include conducting the voice interaction between the agent and a client, wherein the agent follows the script via a plurality of panels. From there, the voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.
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