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11. 发明申请

US20160205249A1 System And Method For Processing Call Data 有权
标题翻译：用于处理呼叫数据的系统和方法
公开(公告)号：US20160205249A1
公开(公告)日：2016-07-14
申请号：US15067101
申请日：2016-03-10
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
IPC分类号： H04M3/51 , G10L15/26
CPC分类号： H04M3/5166 , G10L15/26 , H04M3/51 , H04M3/5133 , H04M3/5183 , H04M3/5322 , H04M3/533 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/306 , H04M2203/4536
摘要： A system and method for processing call data is provided. A call between a user and an agent is monitored. A selected script having a dialog grammar is received. The selected script is executed by converting at least a portion of the script into synthesized speech utterances and providing the synthesized speech utterances to the user. Speech utterances are received from the user in reply to each of the synthesized speech utterances from the script. Each received speech utterance is converted to text as a user message and a form is populated with the user messages. The user speech utterances and the form with the user messages are provided to the agent.
摘要翻译：提供了一种用于处理呼叫数据的系统和方法。监视用户和代理之间的呼叫。接收到具有对话语法的所选脚本。所选择的脚本通过将脚本的至少一部分转换成合成语音语句并向用户提供合成语音话语来执行。从用户接收到来自脚本的每个合成语音话语的语音话语。每个接收到的语音话语被转换为文本作为用户消息，并且用用户消息填充表单。将用户讲话话语和具有用户消息的表单提供给代理。

12. 发明申请

US20160036976A1 System And Method For Providing Agent Guidance 审中-公开
标题翻译：提供代理指导的制度与方法
公开(公告)号：US20160036976A1
公开(公告)日：2016-02-04
申请号：US14880122
申请日：2015-10-09
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Thomas Veatch
IPC分类号： H04M3/51 , G10L25/51 , G10L15/26 , G06F17/21 , H04M3/523 , H04M3/22
CPC分类号： 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
摘要： 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.
摘要翻译：提供了一种用于提供代理指导的系统和方法。在呼叫中心内的呼叫期间，监视由用户传送给代理的语音。基于用户的语音在呼叫期间识别用户的特征。确定用户基于用户特征接受代理提供的报价的可能性。基于可能性确定将用户归类为多个阶段的劝导阶段，并且基于至少一个类别中的用户的分类向代理提供引导。根据指导，向用户提供报价。

13. 发明申请

US20150302849A1 System And Method For Identifying Special Information 有权
标题翻译：识别特殊信息的系统和方法
公开(公告)号：US20150302849A1
公开(公告)日：2015-10-22
申请号：US14617823
申请日：2015-02-09
申请人： Intellisist, Inc.
发明人： Howard M. Lee , Steven Lutz , Gilad Odinak
IPC分类号： G10L15/04 , G10L21/02
CPC分类号： G10L15/04 , G10L15/26 , G10L17/00 , G10L17/005 , G10L21/00 , G10L21/02 , H04L9/3231 , H04L2209/04 , H04L2209/56
摘要： 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.
摘要翻译：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。

14. 发明申请

US20150281449A1 Computer-Implemented System And Method For Detecting Events For Use In An Automated Call Center Environment 有权
标题翻译：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
申请人： Intellisist, Inc.
发明人： David Milstein , Gilad Odinak , Howard M. Lee
IPC分类号： H04M3/51 , H04M3/42 , H04M3/523
CPC分类号： H04M3/5183 , G06F17/30705 , G06F17/30861 , H04M3/42382 , H04M3/4872 , H04M3/51 , H04M3/5232 , H04M2203/556 , H04M2203/655
摘要： 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.
摘要翻译：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。

15. 发明申请

US20150222751A1 Computer-Implemented System and Method for Facilitating Agent-Customer Calls 有权
标题翻译：计算机实现的系统和促进代理客户呼叫的方法
公开(公告)号：US20150222751A1
公开(公告)日：2015-08-06
申请号：US14691519
申请日：2015-04-20
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Alastair Sutherland
IPC分类号： H04M3/42 , G10L15/26 , H04M3/493 , G10L13/08 , H04M3/523 , H04M3/51
CPC分类号： 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
摘要： 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.
摘要翻译：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。

16. 发明申请

US20150146867A1 System And Method For Determining Customer Hold Times 审中-公开
标题翻译：确定客户保留时间的系统和方法
公开(公告)号：US20150146867A1
公开(公告)日：2015-05-28
申请号：US14612220
申请日：2015-02-02
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Adam Waalkes
IPC分类号： H04M3/51 , H04M3/523
CPC分类号： H04M3/5175 , H04M3/42068 , H04M3/4285 , H04M3/5133 , H04M3/523 , H04M3/5238 , H04M2201/40
摘要： A system and method for determining customer hold times is provided. A database of caller profiles is maintained. A call from a caller is received into a call center and assigned to an agent. A delay during which the caller is to be placed on hold is identified. A hold time for the delay is determined based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.
摘要翻译：提供了一种用于确定客户保持时间的系统和方法。维护呼叫者简档的数据库。来自呼叫者的呼叫被接收到呼叫中心并被分配给代理。识别呼叫者被置于保持状态的延迟。延迟的保持时间是基于保持队列的长度，代理的忙碌程度和与呼叫者相关联的呼叫者简档来确定的。

17. 发明申请

US20150003605A1 System And Method For Providing Guidance To Persuade A Caller 有权
标题翻译：提供指导的系统和方法来劝说一个来电者
公开(公告)号：US20150003605A1
公开(公告)日：2015-01-01
申请号：US14485589
申请日：2014-09-12
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Thomas Veatch
IPC分类号： H04M3/51 , G10L15/08
CPC分类号： 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
摘要： 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.
摘要翻译：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。

18. 发明申请

US20140149115A1 Computer-Implemented System And Method For Voice Transcription Error Reduction 有权
标题翻译：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
申请人： Intellisist, Inc.
发明人： David Milstein
IPC分类号： G10L15/26
CPC分类号： 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
摘要： 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.
摘要翻译：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。

19. 发明授权

US08731938B2 Computer-implemented system and method for identifying and masking special information within recorded speech 有权
标题翻译：用于识别和屏蔽记录语音中的特殊信息的计算机实现的系统和方法
公开(公告)号：US08731938B2
公开(公告)日：2014-05-20
申请号：US13871903
申请日：2013-04-26
申请人： Intellisist, Inc.
发明人： G. Kevin Doren
IPC分类号： G10L21/00 , G06F21/00
CPC分类号： G06F21/32 , G06F21/6263 , G10L15/26 , G10L17/22 , G10L21/00 , H04M3/42221
摘要： A computer-implemented system and method for identifying and masking special information within recorded speech is provided. A field for entry of special information is identified. Movement of a pointer device along a trajectory towards the field is also identified. A correlation of the pointer device movement and entry of the special information is determined based on a location of the trajectory in relation to the field. A threshold is applied to the correlation. The special information is received as verbal speech. A recording of the special information is rendered unintelligible when the threshold is satisfied.
摘要翻译：提供了一种用于识别和屏蔽记录语音内的特殊信息的计算机实现的系统和方法。确定了特殊信息的输入区域。指示器装置沿着朝向场的轨迹的移动也被识别。基于相对于该场的轨迹的位置来确定指针装置移动和特殊信息的输入的相关性。对相关性应用阈值。收到特别信息作为口头讲话。当满足阈值时，特殊信息的记录变得难以理解。

20. 发明申请

US20140129219A1 Computer-Implemented System And Method For Masking Special Data 有权
标题翻译：计算机实现的系统和掩蔽特殊数据的方法
公开(公告)号：US20140129219A1
公开(公告)日：2014-05-08
申请号：US14071639
申请日：2013-11-04
申请人： Intellisist, Inc.
发明人： Howard M. Lee , Steven Lutz , Gilad Odinak
IPC分类号： G10L17/00
CPC分类号： G10L15/04 , G10L15/26 , G10L17/00 , G10L17/005 , G10L21/00 , G10L21/02 , H04L9/3231 , H04L2209/04 , H04L2209/56
摘要： 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.
摘要翻译：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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