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21. 发明授权

US08068595B2 System and method for providing a multi-modal communications infrastructure for automated call center operation 有权
标题翻译：用于为自动呼叫中心操作提供多模式通信基础设施的系统和方法
公开(公告)号：US08068595B2
公开(公告)日：2011-11-29
申请号：US11981860
申请日：2007-10-31
申请人： Gilad Odinak , Alastair Sutherland
发明人： Gilad Odinak , Alastair Sutherland
IPC分类号： H04M3/00 , H04M5/00 , H04M11/00
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 multi-modal call is accepted from a caller through a telephony interface, which accommodates multi-modal calls including at least one of verbal speech and text messaging. Incoming speech in the multi-modal call is converted into transcribed text. Incoming text messaging is matched with the transcribed text. The multi-modal call is automatically assigned through a session manager to a session under operation of a live agent. The transcribed text and incoming text messaging are progressively processed during the session through an agent application by performing a customer support scenario interactively monitored and controlled by the live agent.
摘要翻译：通过电话接口从呼叫者接受多模态呼叫，该电话接口容纳多模式呼叫，其中包括至少一种言语和短信。多模态呼叫中的传入语音转换为转录文本。传入短信与转录文本匹配。多模态呼叫通过会话管理器自动分配给活动代理操作的会话。转录文本和传入文本消息在会话期间通过代理应用程序逐步处理，通过执行由实时代理交互式监视和控制的客户支持方案。

22. 发明授权

US08032373B2 Closed-loop command and response system for automatic communications between interacting computer systems over an audio communications channel 有权
标题翻译：用于通过音频通信信道在交互式计算机系统之间进行自动通信的闭环命令和响应系统
公开(公告)号：US08032373B2
公开(公告)日：2011-10-04
申请号：US11680024
申请日：2007-02-28
申请人： Martin R. M. Dunsmuir
发明人： Martin R. M. Dunsmuir
IPC分类号： G10L15/00 , G10L15/06 , H04M1/64
CPC分类号： H04M3/4936 , G10L15/26 , H04M3/53325 , H04M3/53333 , H04M7/006 , H04M2201/40
摘要： A system and method for enabling two computer systems to communicate over an audio communications channel, such as a voice telephony connection. Such a system includes a software application that enables a user's computer to call, interrogate, download, and manage a voicemail account stored on a telephone company's computer, without human intervention. A voicemail retrieved from the telephone company's computer can be stored in a digital format on the user's computer. In such a format, the voicemail can be readily archived, or even distributed throughout a network, such as the Internet, in a digital form, such as an email attachment. Preferably a computationally efficient audio recognition algorithm is employed by the user's computer to respond to and navigate the automated audio menu of the telephone company's computer.
摘要翻译：一种用于使两个计算机系统能够通过诸如语音电话连接的音频通信信道进行通信的系统和方法。这样的系统包括使得用户的计算机无需人为干预即可呼叫，询问，下载和管理存储在电话公司的计算机上的语音邮件帐户的软件应用。从电话公司的计算机检索的语音信箱可以以数字格式存储在用户的计算机上。以这种格式，语音邮件可以容易地存档，或者甚至以诸如电子邮件附件的数字形式分布在整个网络（例如因特网）中。优选地，计算上有效的音频识别算法由用户的计算机采用以响应并导航电话公司的计算机的自动音频菜单。

23. 发明授权

US07877088B2 System and method for dynamically configuring wireless network geographic coverage or service levels 有权
公开(公告)号：US07877088B2
公开(公告)日：2011-01-25
申请号：US11751420
申请日：2007-05-21
申请人： William A. Tolhurst
发明人： William A. Tolhurst
IPC分类号： H04W4/00 , H04B7/15
CPC分类号： H04W88/06 , H04W92/02
摘要： A system and a method for facilitating communication between a remote station and a service network are disclosed. A remote station is associated with a first communicator configured to communicate over a first communication network and a second communicator configured to communicate over a second communication network. A communication controller associated with the remote station and coupled with the first communicator and the second communicator is operable to transmit a first set of signals using the first communicator a second set of signals using the second communicator. A mobile network access point is directable to within a communication range of the second communicator of the remote station when the remote station is outside of an existing communication range of the second communication network and the first set of signals includes a resource request for the second communication network.

24. 发明授权

US07392191B2 Method and device to distinguish between voice conversation and automated speech recognition 有权
标题翻译：区分语音对话和自动语音识别的方法和设备
公开(公告)号：US07392191B2
公开(公告)日：2008-06-24
申请号：US09884902
申请日：2001-06-18
申请人： Gilad Odinak
发明人： Gilad Odinak
IPC分类号： G10L11/00 , G10L15/00 , H04M11/00
CPC分类号： G10L15/30 , G10L15/26 , G10L19/00 , G10L2015/228
摘要： A method and device for performing some preprocessing on voice transmissions depending upon the intended destination of the transmission. The device includes a receiving component configured to receive a voice signal from a source over a network. The device also includes a processing component configured to determine a destination address associated with the received signal, determine a signal processing algorithm from a plurality of signal processing algorithms based on the determined address, and process the voice signal according to the specified algorithm. The device further includes a delivery component configured to send the processed signal to the associated address.
摘要翻译：一种用于根据传输的预期目的地对语音传输执行一些预处理的方法和设备。该设备包括被配置为通过网络从源接收语音信号的接收组件。该设备还包括处理组件，其被配置为确定与接收到的信号相关联的目的地地址，基于确定的地址从多个信号处理算法确定信号处理算法，并根据指定的算法处理语音信号。该设备还包括被配置为将经处理的信号发送到相关联的地址的传送部件。

25. 发明授权

US07236777B2 System and method for dynamically configuring wireless network geographic coverage or service levels 有权
标题翻译：动态配置无线网络地理覆盖或服务水平的系统和方法
公开(公告)号：US07236777B2
公开(公告)日：2007-06-26
申请号：US10440023
申请日：2003-05-16
申请人： William A. Tolhurst
发明人： William A. Tolhurst
IPC分类号： H04Q7/20
CPC分类号： H04W88/06 , H04W92/02
摘要： A system and a method for facilitating communication between a remote station and a service network are disclosed. A remote station is associated with a first communicator configured to communicate over a first communication network and a second communicator configured to communicate over a second communication network. A communication controller associated with the remote station and coupled with the first communicator and the second communicator is operable to transmit a first set of signals using the first communicator a second set of signals using the second communicator. A mobile network access point is directable to within a communication range of the second communicator of the remote station when the remote station is outside of an existing communication range of the second communication network and the first set of signals includes a resource request for the second communication network.
摘要翻译：公开了一种用于促进远程站和服务网络之间的通信的系统和方法。远程站与被配置为通过第一通信网络通信的第一通信器和被配置为通过第二通信网络通信的第二通信器相关联。与远程站相关联并与第一通信器和第二通信器耦合的通信控制器可操作以使用第二通信器使用第一通信器发送第二组信号的第一组信号。当远程站在第二通信网络的现有通信范围之外时，移动网络接入点可定向到远程站的第二通信器的通信范围内，并且第一组信号包括用于第二通信的资源请求网络。

26. 发明授权

US07164922B2 Local phone number lookup and cache 有权
标题翻译：本地电话号码查找和缓存
公开(公告)号：US07164922B2
公开(公告)日：2007-01-16
申请号：US10059893
申请日：2002-01-29
申请人： Thomas R. McCann
发明人： Thomas R. McCann
IPC分类号： H04Q7/20
CPC分类号： H04W4/02 , H04W8/205 , H04W76/10
摘要： A system and method for wirelessly connecting a computer device to a server. The system includes a computer device and a phone number look-up device. The computer device generates location data, retrieves a server phone number from memory based on the generated location data, and generates a request that includes the generated location data if no server phone number corresponds to the generated location data. The computer device wirelessly sends the generated request to a default phone number. The phone number look-up device is associated with the default phone number. The phone number look-up device receives the request from the computer device, retrieves a server phone number from a local memory based on the received request, and sends the retrieved server phone number to the computer device. The computer device wirelessly connects to a server based on the sent server phone number.
摘要翻译：一种用于将计算机设备无线连接到服务器的系统和方法。该系统包括计算机设备和电话号码查找设备。计算机设备生成位置数据，基于生成的位置数据从存储器检索服务器电话号码，并且如果没有服务器电话号码对应于所生成的位置数据，则生成包括所生成的位置数据的请求。计算机设备将生成的请求无线地发送到默认电话号码。电话号码查找设备与默认电话号码相关联。电话号码查找装置从计算机装置接收请求，根据接收到的请求从本地存储器检索服务器电话号码，并将检索到的服务器电话号码发送到计算机装置。计算机设备根据发送的服务器电话号码无线连接到服务器。

27. 发明授权

US10841423B2 Computer-implemented system and method for efficiently facilitating appointments within a call center via an automatic call distributor 有权
公开(公告)号：US10841423B2
公开(公告)日：2020-11-17
申请号：US15811551
申请日：2017-11-13
申请人： Intellisist, Inc.
发明人： Gilad Odinak , David Milstein , Tamilselvan Ramasamy
IPC分类号： H04M3/51 , G06Q10/06 , G06Q10/10 , H04M3/523
CPC分类号： H04M3/5175 , G06Q10/06311 , G06Q10/109 , H04M3/523 , H04M2203/401 , H04M2203/402
摘要： A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents for scheduling meetings within a call center is received from a user. An availability status is determined for each agent on the list at a common time. A determination that all the agents on the list are unavailable for a meeting with the user at the common time is made. A notice is provided to the user that all the agents on the list are unavailable. The agents are tracked and at a later time, one of the agents is determined to be available. A determination is made that the user is available at the later time and the available agent is transferred to the user.

28. 发明授权

US10614813B2 System and method for performing caller identity verification using multi-step voice analysis 有权
公开(公告)号：US10614813B2
公开(公告)日：2020-04-07
申请号：US15803288
申请日：2017-11-03
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Yishay Carmiel
IPC分类号： G10L17/00 , G10L17/02 , G06F21/32 , G10L17/20 , G10L17/24
CPC分类号： G10L17/02 , G06F21/32 , G10L17/00 , G10L17/005 , G10L17/20 , G10L17/24
摘要： Caller identity verification can be improved by employing a multi-step verification that leverages speech features that are obtained from multiple interactions with a caller. An enrollment is performed in which customer speech features and customer information are collected. When a caller calls into the call center, an attempt is made to verify the caller's identity by requesting the caller to speak a predefined phrase, extracting speech features from the spoken phrase, and comparing the phrase. If the purported identity of the caller can be matched with one of the customers based on the comparison, the identity of the caller is verified. If the match cannot be made with a high enough degree of confidence, the customer is asked to speak any phrase that is not predefined. Features are extracted from the caller's speech, combined with features previously extracted from the predefined speech, and compared to the enrollment features.

29. 发明授权

US10375242B2 System and method for user notification regarding detected events 有权
公开(公告)号：US10375242B2
公开(公告)日：2019-08-06
申请号：US15483555
申请日：2017-04-10
申请人： Intellisist, Inc.
发明人： David Milstein , Gilad Odinak , Howard M. Lee
IPC分类号： H04M3/00 , H04M3/51 , H04M3/487 , H04M3/42 , H04M3/523 , G06F16/35 , G06F16/95
摘要： 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.

30. 发明授权

US10142474B2 Computer-implemented system and method for facilitating interactions via automatic agent responses 有权
公开(公告)号：US10142474B2
公开(公告)日：2018-11-27
申请号：US15598984
申请日：2017-05-18
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Yishay Carmiel
IPC分类号： H04M3/51 , G06F17/27 , G06Q10/00 , H04L12/58
摘要： 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.

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