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

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/487 ,  H04M3/42 ,  H04M3/523 ,  G06F16/35 ,  G06F16/95

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.

公开(公告)号：US10142474B2

公开(公告)日：2018-11-27

申请号：US15598984

申请日：2017-05-18

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Yishay Carmiel

IPC: H04M3/51 ,  G06F17/27 ,  G06Q10/00 ,  H04L12/58

Abstract: A computer-implemented system and method for facilitating interactions via automatic agent responses is provided. Communication during an interaction between a user and an agent is monitored and a request from the user is identified during the interaction. A list of candidate responses to the request is compiled and provided to the agent. Time is measured upon providing the list to the agent and a predetermined amount of time is applied to the measured time. When the measured time exceeds the predetermined amount of time and the agent has failed to provide a response to the user, one of the candidate responses from the list is automatically selected and provided to the user.

公开(公告)号：US10121475B2

公开(公告)日：2018-11-06

申请号：US15339788

申请日：2016-10-31

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: G10L15/18 ,  G10L15/30 ,  G10L15/32 ,  G10L15/34 ,  G10L15/193 ,  H04M3/51 ,  G10L13/08

Abstract: A computer-implemented system and method for performing distributed speech recognition is provided. Audio data is collected. A main grammar and secondary grammars are simultaneously provided for the audio data. Each secondary grammar includes an independent grammar. Speech recognition is simultaneously performed on the audio data using each secondary grammar. A new grammar is constructed for the audio data based on the main grammar template using results of the speech recognition. Further speech recognition is performed on the audio data using the new grammar.

公开(公告)号：US10038784B2

公开(公告)日：2018-07-31

申请号：US14880122

申请日：2015-10-09

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/00 ,  H04M3/51 ,  G10L15/08 ,  G06Q10/10 ,  G10L25/60 ,  G06F17/21 ,  G10L15/26 ,  G10L25/51 ,  H04M3/22 ,  H04M3/523 ,  G10L17/26

CPC classification number: H04M3/5232 ,  G06F17/21 ,  G06Q10/063112 ,  G06Q10/1053 ,  G10L15/08 ,  G10L15/26 ,  G10L15/30 ,  G10L17/26 ,  G10L25/51 ,  G10L25/60 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/402

Abstract: A system and method for providing agent guidance is provided. Speech communicated by a user to an agent is monitored during a call within a call center. Traits of the user are identified during the call based on the speech of the user. A determination is made as to how likely the user is to accept an offer provided by the agent based on the user traits. The user is classified as belonging to one of a plurality of stages of persuasion based on the likelihood determination, and guidance is provided to the agent based on classification of the user in at least one of the classes. The offer is provided to the user based on the guidance.

公开(公告)号：US09633658B2

公开(公告)日：2017-04-25

申请号：US15207440

申请日：2016-07-11

Applicant: Intellisist, Inc.

Inventor： David Milstein

IPC: G10L15/01 ,  G10L15/06 ,  G10L15/26 ,  H04M3/51 ,  H04M3/42 ,  G10L15/22 ,  G10L15/10 ,  G10L15/19

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.

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

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/487 ,  H04M3/42 ,  H04M3/523 ,  G06F17/30

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.

公开(公告)号：US09514329B2

公开(公告)日：2016-12-06

申请号：US13853972

申请日：2013-03-29

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: H04L29/06 ,  G06F21/62 ,  H04L9/08

CPC classification number: G06F21/6227 ,  G06Q30/0281 ,  H04L9/0861 ,  H04L9/0866 ,  H04L9/0869 ,  H04L9/0894 ,  H04L9/14 ,  H04M3/42221 ,  H04M3/5175 ,  H04M2203/301 ,  H04M2203/609

Abstract: A computer-implemented system and method for individual record encryption is provided. A plurality of records associated with incoming calls to a call center are maintained. A unique encryption key is randomly generated for each record. The records are each encrypted using the encryption key generated for that record. The keys are stored in a location separate from the encrypted records.

Abstract translation: 提供了用于单独记录加密的计算机实现的系统和方法。 保持与呼叫中心的呼入相关联的多个记录。 为每个记录随机生成唯一的加密密钥。 记录都使用为该记录生成的加密密钥进行加密。 密钥存储在与加密记录分开的位置。

公开(公告)号：US09258414B2

公开(公告)日：2016-02-09

申请号：US14691519

申请日：2015-04-20

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M3/51 ,  H04M3/53 ,  H04M3/493 ,  H04W4/12 ,  G10L13/08 ,  G10L15/26 ,  H04M3/523 ,  H04M3/533

CPC classification number: H04M3/5183 ,  G10L13/08 ,  G10L15/265 ,  H04M3/42059 ,  H04M3/42221 ,  H04M3/42382 ,  H04M3/4936 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/523 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/357 ,  H04M2203/4536 ,  H04W4/12

Abstract: A computer-implemented system and method for facilitating agent-customer calls is provided. A call from a customer is accepted into a call center and is assigned to an agent associated with the call center. At least one text message is received from the customer during the call and is directed to the agent. Outgoing text messages are received from the agent in response to the text message from the customer and content of the outgoing text messages from the agent are converted into synthesized speech. The synthesized speech is provided to the customer during the call.

Abstract translation: 提供了一种用于促进代理客户呼叫的计算机实现的系统和方法。 来自客户的呼叫被接收到呼叫中心并被分配给与呼叫中心相关联的代理。 在通话期间从客户接收至少一个短信，并被指示给代理。 响应于来自客户的文本消息从代理接收到传出短信，并且来自代理的输出文本消息的内容被转换为合成语音。 在通话期间将合成语音提供给客户。

公开(公告)号：US09224389B2

公开(公告)日：2015-12-29

申请号：US14010501

申请日：2013-08-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak

IPC: G10L15/18 ,  G10L15/30 ,  G10L15/32 ,  G10L15/34 ,  H04M3/51 ,  G10L15/193

CPC classification number: G10L15/30 ,  G10L13/08 ,  G10L15/18 ,  G10L15/193 ,  G10L15/32 ,  G10L15/34 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2201/40

Abstract: A system and method for performing distributed speech recognition is provided. Audio data is received on a main recognizer and on each of a plurality of secondary recognizers. Secondary grammars are transmitted to each of the secondary recognizers. The secondary recognizers each perform speech recognition on the audio data using the secondary grammar for that secondary recognizer. A new grammar is constructed based on results of the speech recognition by each of the secondary recognizers. The main recognizer performs speech recognition on the audio data using the new grammar.

Abstract translation: 提供了一种用于执行分布式语音识别的系统和方法。 在主识别器和多个次级识别器中的每一个上接收音频数据。 次级语法被传送到每个二级识别器。 次级识别器使用该二级识别器的辅助语法对音频数据进行语音识别。 基于每个二级识别器的语音识别结果构建新的语法。 主识别器使用新的语法对音频数据执行语音识别。

公开(公告)号：US09159054B2

公开(公告)日：2015-10-13

申请号：US14485589

申请日：2014-09-12

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/00 ,  G06Q10/10 ,  H04M3/51 ,  G10L15/08 ,  G10L25/60 ,  H04M3/523 ,  G10L17/26

CPC classification number: H04M3/5232 ,  G06F17/21 ,  G06Q10/063112 ,  G06Q10/1053 ,  G10L15/08 ,  G10L15/26 ,  G10L15/30 ,  G10L17/26 ,  G10L25/51 ,  G10L25/60 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/402

Abstract: A system and method for providing guidance to persuade a caller is provided. A call is received from a caller into a call center and an offer is provided to the caller. A likelihood of the caller to accept the offer is measured by analyzing voice input of the caller during the call. One or more paralinguistic voice characteristics in the voice input are determined. A stage of persuasion is assigned to the caller based on the paralinguistic voice characteristics and a recommendation is made for guidance to persuade the caller to accept the offer.

Abstract translation: 提供了一种用于提供指导以说​​服呼叫者的系统和方法。 从呼叫者接收到呼叫中心的呼叫，并向呼叫者提供报价。 呼叫者接受报价的可能性是通过分析呼叫中的呼叫者的语音输入来测量的。 确定语音输入中的一个或多个旁路语音特征。 劝说阶段根据语音特征分配给呼叫者，并建议引导以说服呼叫者接受该提议。