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41. 发明授权

US08842811B2 Computer-implemented system and method for providing recommendations regarding hiring agents in an automated call center environment based on user traits 有权
标题翻译：基于用户特征的计算机实现的系统和方法，用于在自动呼叫中心环境中提供有关招聘代理的建议
公开(公告)号：US08842811B2
公开(公告)日：2014-09-23
申请号：US13549101
申请日：2012-07-13
申请人： Gilad Odinak , Thomas Veatch
发明人： Gilad Odinak , Thomas Veatch
IPC分类号： H04M1/64 , H04M3/51 , H04B1/38 , H04M3/523
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 computer-implemented system and method for providing recommendations for hiring agents within a call center environment is provided. A list of candidates for hire as agents within a call center is maintained. A voice recording from each of the candidates is analyzed by measuring voice characteristics within the voice recording and by calculating a score for the voice recording based on the measured voice characteristics. A threshold is applied to the voice recording score. One or more of the candidates on the list of candidates for hire is retained when the voice recording score for that candidate satisfies the threshold. One or more of the candidates from the list is removed when the voice recording score for that candidate fails to satisfy the threshold.
摘要翻译：提供了一种用于在呼叫中心环境内为雇用代理提供建议的计算机实现的系统和方法。保留在呼叫中心内作为代理人雇用的候选人名单。通过测量语音记录中的语音特征，并通过基于所测量的语音特征来计算语音记录的得分来分析来自每个候选者的语音记录。对录音分数应用阈值。当候选人的录音分数满足阈值时，保留候选人候选人名单中的一个或多个候选人。当该候选者的录音分数不能满足阈值时，该列表中的一个或多个候选者被移除。

42. 发明申请

US20140067390A1 Computer-Implemented System And Method For Transcribing Verbal Messages 有权
标题翻译：计算机实现的系统和方法用于转录口头消息
公开(公告)号：US20140067390A1
公开(公告)日：2014-03-06
申请号：US14074653
申请日：2013-11-07
申请人： Intellisist,Inc.
发明人： Mike O. Webb
IPC分类号： G10L15/26
CPC分类号： G10L15/26 , G10L15/04 , H04M3/53333 , H04M2201/40 , H04M2201/60 , H04M2203/2016 , H04M2203/4536
摘要： A computer-implemented system and method for transcribing verbal messages is provided. Verbal messages each comprising audio content are received. Automatically recognized text is generated for the audio content of at least one of the verbal messages. A turn-around processing time is applied to the verbal message. The automatically recognized text and verbal message are transferred to a human agent when an expected processing time of the verbal message satisfies the turn-around processing time. At least a portion of the automatically recognized text is replaced with manual transcription from the human agent. The automatically recognized text and manual transcription are provided as a text message.
摘要翻译：提供了一种用于转录口头消息的计算机实现的系统和方法。接收包含音频内容的语音消息。为至少一个口头消息的音频内容生成自动识别的文本。翻译处理时间被应用于口头消息。当语音消息的预期处理时间满足折返处理时间时，自动识别的文本和口头消息被传送到人类代理。自动识别的文本的至少一部分被来自人类代理的手动转录替代。自动识别的文本和手动转录作为文本消息提供。

43. 发明授权

US08521528B2 System and method for distributed speech recognition 有权
标题翻译：分布式语音识别的系统和方法
公开(公告)号：US08521528B2
公开(公告)日：2013-08-27
申请号：US13526451
申请日：2012-06-18
申请人： Gilad Odinak
发明人： Gilad Odinak
IPC分类号： G10L15/04
CPC分类号： G10L15/30 , G10L13/08 , G10L15/18 , G10L15/193 , G10L15/32 , G10L15/34 , H04M3/51 , H04M3/5166 , H04M3/5183 , H04M2201/38 , H04M2201/40
摘要： A system and method for distributed speech recognition is provided. Audio data is obtained from a caller participating in a call with an agent. A main recognizer receives a main grammar template and the audio data. A plurality of secondary recognizers each receive the audio data and a reference that identifies a secondary grammar, which is a non-overlapping section of the main grammar template. Speech recognition is performed on each of the secondary recognizers and speech recognition results are identified by applying the secondary grammar to the audio data. An n number of most likely speech recognition results are selected. The main recognizer constructs a new grammar based on the main grammar template using the speech recognition results from each of the secondary recognizers as a new vocabulary. Further speech recognition results are identified by applying the new grammar to the audio data.
摘要翻译：提供了一种用于分布式语音识别的系统和方法。音频数据是从与代理商进行通话的主叫方获得的。主识别器接收主语法模板和音频数据。多个次级识别器各接收音频数据和标识辅助语法的参考，辅助语法是主语法模板的非重叠部分。对每个二次识别器执行语音识别，并且通过将次要语法应用于音频数据来识别语音识别结果。选择n个最可能的语音识别结果。主识别器使用来自每个二级识别器的语音识别结果作为新词汇，基于主语法模板构建新的语法。通过将新的语法应用于音频数据来识别进一步的语音识别结果。

44. 发明授权

US08462935B2 System and method for monitoring an automated voice response system 有权
标题翻译：用于监控自动语音响应系统的系统和方法
公开(公告)号：US08462935B2
公开(公告)日：2013-06-11
申请号：US13371289
申请日：2012-02-10
申请人： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
发明人： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
IPC分类号： H04M1/64 , G06F15/16
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 monitoring an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script with a plurality of instructions. A visual representation of the audio communication is presented to an agent substantially simultaneously with the audio communication based on the AVR script. The visual representation includes at least one field to be populated with information obtained from the caller and the information populated in the field can be updated by the agent.
摘要翻译：提供了一种用于监视自动语音响应（AVR）系统的系统和方法。通过执行具有多个指令的AVR脚本来处理来自呼叫者的音频通信。音频通信的视觉表示基本上与基于AVR脚本的音频通信同时呈现给代理。视觉表示包括至少一个要填充从呼叫者获得的信息的字段，并且可以由代理更新填充在该字段中的信息。

45. 发明申请

US20130064356A1 System And Method For Storing Call Recordings In A Call Center 有权
标题翻译：在呼叫中心存储呼叫录音的系统和方法
公开(公告)号：US20130064356A1
公开(公告)日：2013-03-14
申请号：US13669388
申请日：2012-11-05
申请人： Intellisist, Inc.
发明人： Adam Waalkes , Gilad Odinak , Haodong (Howard) Jiang , Matthew Thorn , Tom McCann
IPC分类号： H04M1/64
CPC分类号： H04M3/42221 , H04M3/5166 , H04M3/5175 , H04M2203/301
摘要： A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center.
摘要翻译：提供了一种用于在呼叫中心存储呼叫记录的系统和方法。对呼叫中心的来电进行监控。保留条件是通过重要性获得和排序的。保留条件适用于每个呼叫。识别符合至少一个保留条件的呼叫。选择包括单个非常重要的标准之一的标识呼叫和两个或更多不太重要的标准，以保留在呼叫中心。所选呼叫的录音存储在呼叫中心。

46. 发明授权

US08023638B2 System and method for balancing agent console load during automated call processing 有权
标题翻译：在自动呼叫处理期间平衡代理控制台负载的系统和方法
公开(公告)号：US08023638B2
公开(公告)日：2011-09-20
申请号：US11893542
申请日：2007-08-15
申请人： Adam Waalkes , Gilad Odinak , Haodong (Howard) Jiang , Matthew Thorn , Tom McCann
发明人： Adam Waalkes , Gilad Odinak , Haodong (Howard) Jiang , Matthew Thorn , Tom McCann
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5234 , H04M3/5166
摘要： A system and method for balancing agent console load during automated call processing is provided. A plurality of agent consoles are operated in a call center. Progress of a call session of a caller that is calling into the call center at each agent console is monitored. An absolute upper limit on a number of the call sessions allowed at each agent console at any given time is assigned. A load of call session assignments on each agent console is balanced. Objective and subjective conditions pertinent to each assigned call session are continually collected from each agent console. The objective and subjective conditions that affect call session availability are updated for each agent console. The objective and subjective conditions are evaluated against the absolute upper limit to determine a load factor. Each call session is assigned to one such agent console within bounds applicable to the load factor.
摘要翻译：提供了一种用于在自动呼叫处理期间平衡代理控制台负载的系统和方法。在呼叫中心中操作多个代理控制台。监听在每个代理控制台呼入呼叫中心的呼叫者的呼叫进程进度。分配在任何给定时间在每个代理控制台允许的呼叫会话数的绝对上限。在每个代理控制台上加载一个呼叫会话分配是平衡的。从每个代理控制台不断收集与每个分配的呼叫会话相关的目标和主观条件。影响呼叫会话可用性的客观和主观条件将针对每个代理控制台进行更新。根据绝对上限评估客观和主观条件以确定负载因子。每个呼叫会话都分配给适用于负载因子的范围内的一个此类代理控制台。

47. 发明授权

US07996230B2 Selective security masking within recorded speech 有权
标题翻译：记录语音中的选择性安全屏蔽
公开(公告)号：US07996230B2
公开(公告)日：2011-08-09
申请号：US12462626
申请日：2009-08-06
申请人： G. Kevin Doren
发明人： G. Kevin Doren
IPC分类号： G10L21/00 , H04N21/2389 , H04N21/435
CPC分类号： G06F21/32 , G06F21/6263 , G10L15/26 , G10L17/22 , G10L21/00 , H04M3/42221
摘要： A marker is derived from an interaction between a person and an agent of a business and the agent's user interface. A part of a speech signal that corresponds to a portion of the person's special information is located with the marker. The speech signal results from the interaction between the person and the agent. The part of the speech signal that corresponds to the portion of the person's special information is rendered unintelligible.
摘要翻译：标记来源于个人与企业的代理与代理的用户界面之间的交互。对应于人的特殊信息的一部分的语音信号的一部分与标记位于一起。语音信号是由人与代理人之间的相互作用产生的。对应于该人的特殊信息的部分的语音信号的部分变得难以理解。

48. 发明授权

US07912512B2 Sharing account information and a phone number between personal mobile phone and an in-vehicle embedded phone 有权
标题翻译：在个人手机和车载嵌入式手机之间共享帐户信息和电话号码
公开(公告)号：US07912512B2
公开(公告)日：2011-03-22
申请号：US10765720
申请日：2004-01-26
申请人： Gilad Odinak
发明人： Gilad Odinak
IPC分类号： H04M1/00
CPC分类号： H04M1/6091 , H04L67/141 , H04L67/24 , H04M1/6075 , H04M2250/02 , H04W4/046 , H04W4/80 , H04W8/205 , H04W12/06
摘要： A phone embedded within a vehicle for automatically using a service plan of a proximate personal mobile phone. The embedded phone includes an internal communication component that detects the presence of the personal mobile phone, and receives a mobile subscriber identification number from the detected phone. The embedded phone also includes an external communication component that sends the received mobile subscriber identification number to a wireless network authority, and receives an authentication request to the personal mobile phone via the embedded phone. The internal communication component sends the authentication request to the personal mobile phone. The personal mobile phone generates an authentication signal, and the external communication component sends the authentication signal to the wireless network authority.
摘要翻译：嵌入在车辆内的用于自动使用邻近的个人移动电话的服务计划的电话。嵌入式电话包括内部通信部件，其检测个人移动电话的存在，并从检测到的电话接收移动用户识别号码。嵌入式电话还包括将接收的移动用户识别号码发送到无线网络机构的外部通信部件，并经由嵌入式电话机向个人移动电话机接收认证请求。内部通信部件向个人手机发送认证请求。个人移动电话产生认证信号，外部通信部件向无线网络机构发送认证信号。

49. 发明申请

US20100312566A1 REAL-TIME DISPLAY OF SYSTEM INSTRUCTIONS 有权
标题翻译：实时显示系统说明书
公开(公告)号：US20100312566A1
公开(公告)日：2010-12-09
申请号：US12859042
申请日：2010-08-18
申请人： Gilad Odinak , Hakan Kostepen , Oren Danieli
发明人： Gilad Odinak , Hakan Kostepen , Oren Danieli
IPC分类号： G10L21/00
CPC分类号： G10L15/22
摘要： A system and method for reviewing inputted voice instructions in a vehicle-based telematics control unit. The system includes a microphone, a speech recognition processor, and an output device. The microphone receives voice instructions from a user. Coupled to the microphone is the speech recognition processor that generates a voice signal by performing speech recognition processing of the received voice instructions. The output device outputs the generated voice signal to the user. The system also includes a user interface for allowing the user to approve the outputted voice signal, and a communication component for wirelessly sending the generated voice signal to a server over a wireless network upon approval by the user.
摘要翻译：一种用于检查基于车辆的远程信息处理控制单元中输入的语音指令的系统和方法。该系统包括麦克风，语音识别处理器和输出设备。麦克风从用户接收语音指令。耦合到麦克风的是语音识别处理器，其通过对所接收的语音指令进行语音识别处理来产生语音信号。输出设备向用户输出产生的语音信号。该系统还包括用于允许用户批准所输出的语音信号的用户界面，以及通过用户批准，通过无线网络将生成的语音信号无线发送到服务器的通信组件。

50. 发明申请

US20100274562A1 SYSTEM AND METHOD FOR TRANSMITTING VOICE INPUT FROM A REMOTE LOCATION OVER A WIRELESS DATA CHANNEL 有权
标题翻译：通过无线数据信道从远程位置发送语音输入的系统和方法
公开(公告)号：US20100274562A1
公开(公告)日：2010-10-28
申请号：US12829820
申请日：2010-07-02
申请人： Gilad Odinak , Thomas R. McCann , Julien Rivarol Vergin
发明人： Gilad Odinak , Thomas R. McCann , Julien Rivarol Vergin
IPC分类号： G10L21/00
CPC分类号： G10L15/30 , H04M3/4938 , H04M2201/40
摘要： A system and method for improving voice recognition processing at a server system that receives voice input from a remotely located user system. The user system includes a microphone, a processor that performs front-end voice recognition processing of the received user voice input, and a communication component configured to send the front-end processed user voice input to a destination wirelessly over a network. The server system includes a communication component configured to receive the sent front-end processed user voice input, and a processor configured to complete voice recognition processing of the sent front-end processed user voice input.
摘要翻译：一种用于在从远程位置的用户系统接收语音输入的服务器系统处改进语音识别处理的系统和方法。用户系统包括麦克风，执行接收到的用户语音输入的前端语音识别处理的处理器，以及被配置为通过网络无线地将前端处理过的用户语音输入发送到目的地的通信组件。服务器系统包括被配置为接收发送的前端处理的用户语音输入的通信组件和被配置为完成所发送的前端处理的用户语音输入的语音识别处理的处理器。

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