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

IPC分类号： G10L21/00 ,  G10L15/26 ,  G10L11/00

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.

公开(公告)号：US07403967B1

公开(公告)日：2008-07-22

申请号：US10173794

申请日：2002-06-18

申请人： Jill M. Vacek ,  Mark J. Pettay ,  Hendryanto Rilantono ,  Mahmood S. Akhwand

发明人： Jill M. Vacek ,  Mark J. Pettay ,  Hendryanto Rilantono ,  Mahmood S. Akhwand

IPC分类号： G06F15/16 ,  H04M1/64

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。

公开(公告)号：US08817953B1

公开(公告)日：2014-08-26

申请号：US13551877

申请日：2012-07-18

申请人： Jill M. Vacek ,  Mark J. Pettay ,  Hendryanto Rilantono ,  Mahmood S. Akhwand

发明人： Jill M. Vacek ,  Mark J. Pettay ,  Hendryanto Rilantono ,  Mahmood S. Akhwand

IPC分类号： H04M1/64 ,  G10L15/00

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。

公开(公告)号：US08811592B1

公开(公告)日：2014-08-19

申请号：US13438308

申请日：2012-04-03

申请人： Mark J. Pettay ,  Jill M. Vacek

发明人： Mark J. Pettay ,  Jill M. Vacek

IPC分类号： H04M3/00 ,  H04M1/64 ,  G10L15/04 ,  G10L21/00

CPC分类号： G10L15/08 ,  G06F11/3438 ,  G06F11/3476 ,  G10L15/26

摘要： Apparatus 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 communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In still other aspects of the invention, respective data for specific interactions, including voice records or panels, transcribed text equivalents to such voice records or panels, and/or script text governing such voice records or panels, can be forwarded to one or more respective clients.

摘要翻译： 提供了设备和方法，用于使用自动语音识别来分析语音交互并且在语音交互期间验证在客户端读取脚本的代理的符合性。 在本发明的一个方面，通信系统包括用户接口，通信网络和具有自动语音识别组件的呼叫中心。 在本发明的其他方面，脚本符合性方法包括在代理和客户端之间进行语音交互并且评估与适于分析语音交互的自动语音识别组件的语音交互，并且确定代理是否已经充分地跟随脚本。 在本发明的其它方面，用于特定交互的包括语音记录或面板的转录文本对应于这些语音记录或面板的对应数据和/或控制这些语音记录或面板的脚本文本可以转发到一个或多个相应的 客户。

公开(公告)号：US06937702B1

公开(公告)日：2005-08-30

申请号：US10178798

申请日：2002-06-24

申请人： Jill M. Vacek ,  Mark J. Pettay ,  Hendryanto Rilantono ,  Mahmood S. Akhwand ,  Gary L. West

发明人： Jill M. Vacek ,  Mark J. Pettay ,  Hendryanto Rilantono ,  Mahmood S. Akhwand ,  Gary L. West

IPC分类号： H04M3/38 ,  H04M3/51 ,  H04M21/64 ,  G10L17/00

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。

公开(公告)号：US06862343B1

公开(公告)日：2005-03-01

申请号：US10156575

申请日：2002-05-28

申请人： Jill M. Vacek ,  Mark J. Pettay ,  Hendryanto Rilantono ,  Mahmood S. Akhwand

发明人： Jill M. Vacek ,  Mark J. Pettay ,  Hendryanto Rilantono ,  Mahmood S. Akhwand

IPC分类号： H04M1/64 ,  H04M3/16 ,  H04M3/42 ,  H04M3/51 ,  H04M3/54

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。

公开(公告)号：US08484030B1

公开(公告)日：2013-07-09

申请号：US13459704

申请日：2012-04-30

申请人： Mark J. Pettay ,  Jill M. Vacek

发明人： Mark J. Pettay ,  Jill M. Vacek

IPC分类号： G06F17/27 ,  G10L11/00 ,  G10L21/00

CPC分类号： G10L15/26 ,  G10L2015/088

摘要： Apparatus 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 communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script.

摘要翻译： 提供了设备和方法，用于使用自动语音识别来分析语音交互并且在语音交互期间验证在客户端读取脚本的代理的符合性。 在本发明的一个方面，通信系统包括用户接口，通信网络和具有自动语音识别组件的呼叫中心。 在本发明的其他方面，脚本符合性方法包括以下步骤：在代理和客户端之间进行语音交互，并且利用适于分析语音交互的自动语音识别组件评估语音交互，并确定代理是否已经充分遵循 剧本。

公开(公告)号：US08219401B1

公开(公告)日：2012-07-10

申请号：US13116058

申请日：2011-05-26

申请人： Mark J. Pettay ,  Jill M. Vacek

发明人： Mark J. Pettay ,  Jill M. Vacek

IPC分类号： G06F17/27 ,  G10L21/00 ,  G10L11/00

CPC分类号： G10L15/26 ,  G10L2015/088

摘要： Apparatus 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 communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In yet still further aspects of the invention, a voice record of the given interaction can be analyzed at least in part to determine whether the agent spoke any extraneous material not dictated by the script, apart from or in addition to ensuring that the voice record contains all material required by the script. The voice record can be analyzed against a pre-defined list of specific words or phrases to identify instances of profanity or abusive language used by the agent.

摘要翻译： 提供了设备和方法，用于使用自动语音识别来分析语音交互并且在语音交互期间验证在客户端读取脚本的代理的符合性。 在本发明的一个方面，通信系统包括用户接口，通信网络和具有自动语音识别组件的呼叫中心。 在本发明的其他方面，脚本符合性方法包括以下步骤：在代理和客户端之间进行语音交互，并且利用适于分析语音交互的自动语音识别组件评估语音交互，并确定代理是否已经充分遵循 剧本。 在本发明的又一方面中，可以至少部分地分析给定互动的语音记录，以确定代理人是否分配除了脚本指定的任何外来材料，除了确保语音记录包含 脚本所需的所有材料。 语音记录可以针对具体单词或短语的预定义列表进行分析，以识别代理使用的亵渎语言或滥用语言的实例。

公开(公告)号：US06804331B1

公开(公告)日：2004-10-12

申请号：US10156444

申请日：2002-05-28

申请人： Jill M. Vacek ,  Mark J. Pettay ,  Hendryanto Rilantono ,  Mahmood S. Akhwand

发明人： Jill M. Vacek ,  Mark J. Pettay ,  Hendryanto Rilantono ,  Mahmood S. Akhwand

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。

公开(公告)号：US08180643B1

公开(公告)日：2012-05-15

申请号：US10669089

申请日：2003-09-23

申请人： Mark J. Pettay ,  Jill M. Vacek

发明人： Mark J. Pettay ,  Jill M. Vacek

IPC分类号： G10L15/00 ,  G10L21/00

CPC分类号： G10L15/08 ,  G06F11/3438 ,  G06F11/3476 ,  G10L15/26

摘要： Apparatus 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 communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In still other aspects of the invention, respective data for specific interactions, including voice records or panels, transcribed text equivalents to such voice records or panels, and/or script text governing such voice records or panels, can be forwarded to one or more respective clients.

摘要翻译： 提供了设备和方法，用于使用自动语音识别来分析语音交互并且在语音交互期间验证在客户端读取脚本的代理的符合性。 在本发明的一个方面，通信系统包括用户接口，通信网络和具有自动语音识别组件的呼叫中心。 在本发明的其他方面，脚本符合性方法包括以下步骤：在代理和客户端之间进行语音交互，并且利用适于分析语音交互的自动语音识别组件评估语音交互，并确定代理是否已经充分遵循 剧本。 在本发明的其它方面，用于特定交互的包括语音记录或面板的转录文本对应于这些语音记录或面板的对应数据和/或控制这些语音记录或面板的脚本文本可以被转发到一个或多个相应的 客户。