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公开(公告)号：US20170302797A1
公开(公告)日：2017-10-19
申请号：US15641183
申请日：2017-07-03
Applicant: Intellisist, Inc.
Inventor： Adam Waalkes , Alastair Sutherland , Gilad Odinak , Haodong Howard Jiang
CPC classification number: H04M3/5235 , H04M3/2281 , H04M3/51 , H04M3/527 , H04M2201/40 , H04M2201/60
Abstract: A computer-implemented system and method for call response processing is provided. A call is monitored between an agent and a customer. A stream of speech with inquiries from the customer is received during the call. At least a portion of a script is received from the agent in response to one of the inquiries from the customer, and a spoken response is provided to the customer based on the script from the agent. A text message is further received from the agent in response to another of the inquiries from the customer. The text message is converted to a spoken response and provided to the customer.
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公开(公告)号：US09667789B2
公开(公告)日：2017-05-30
申请号：US15018836
申请日：2016-02-08
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland
IPC: H04M3/00 , H04M5/00 , H04M3/51 , H04M3/53 , H04M3/493 , H04W4/12 , G10L13/08 , G10L15/26 , H04M3/523 , H04M3/42 , 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 system and method for facilitating agent-caller communication during a call is provided. An incoming call is assigned to an agent and a script selection is received from the agent based on a particular problem identified during the call. The script is provided to a caller participating in the call. Text messages and voice input are received from the caller. The received text messages are directly forwarded to the agent. The voice input is transcribed into written text and provided to the agent. Text messages are received from the agent in response to one or more of the voice input and text messages from the caller. The text messages from the agent are transformed into synthesized speech utterances. A record of the call is generated by compiling the text messages and transcribed written text from the caller and the text messages from the agent.
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公开(公告)号：US10044860B2
公开(公告)日：2018-08-07
申请号：US15614428
申请日：2017-06-05
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
CPC classification number: 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
Abstract: A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.
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公开(公告)号：US20170272573A1
公开(公告)日：2017-09-21
申请号：US15614428
申请日：2017-06-05
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
CPC classification number: 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
Abstract: A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.
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15.发明申请公开(公告)号：US20170264745A1
公开(公告)日：2017-09-14
申请号：US15606710
申请日：2017-05-26
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland
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 system and method for automated call center operation facilitating agent-caller communication are provided. Multiple call sessions with users are simultaneously provided for an agent on a display. One of the call sessions is identified as active and the agent is allowed to communicate with the user of that call session. Speech utterances for each of the remaining call sessions are received from the user participating in that call session. Each received speech utterance is transcribed and displayed with the associated call session while the agent is communicating with the user of the active call. During the call sessions, text messages are received from one or more of the user of the active call and at least one of the users of the remaining call sessions. The text messages are displayed with the associated call sessions while the agent is communicating with the user of the active call session.
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Patent Agency Ranking
公开(公告)号：US09674355B2
公开(公告)日：2017-06-06
申请号：US15067101
申请日：2016-03-10
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
CPC classification number: 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
Abstract: 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.
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17.发明申请Computer-Implemented System And Method For Simultaneously Processing Multiple Call Sessions 有权用于同时处理多个呼叫会话的计算机实现的系统和方法公开(公告)号：US20140307864A1
公开(公告)日：2014-10-16
申请号：US14325337
申请日：2014-07-07
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
IPC: H04M3/51
CPC classification number: 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
Abstract: A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.
Abstract translation: 提供了一种用于同时处理多个呼叫会话的计算机实现的系统和方法。 监控分配给代理的多个呼叫会话。 每个呼叫会话的内容将显示给代理控制台上的代理。 由代理选择的脚本被识别并作为合成语音提供给其中一个呼叫会话的呼叫者。 当脚本提供给呼叫者时，同时监视代理和另一个呼叫会话的呼叫者之间的口头对话。
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18.发明授权公开(公告)号：US08804938B2
公开(公告)日：2014-08-12
申请号：US13909062
申请日：2013-06-03
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland
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 processing user communications is provided. Instructions are received within a call center from a user via a vehicle calling system. A determination as to whether the instructions are correctly received is confirmed by processing the instructions, by providing results of the processed instructions to the user, and by receiving confirmation that the results are correct. The instructions are converted from speech to text upon the confirmation and are subsequently provided to an agent. A communication is received from the agent in response to the instructions and the communication is provided to the user via the vehicle calling system.
Abstract translation: 提供了一种用于处理用户通信的计算机实现的系统和方法。 在用户通过车辆呼叫系统的呼叫中心内接收到指令。 通过处理指令，通过向用户提供已处理指令的结果，并通过接收结果正确的确认来确认是否正确接收到指令。 在确认之后，指令从语音转换为文本，并随后提供给代理人。 响应于指令从代理接收到通信，并且通过车辆呼叫系统向用户提供通信。
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公开(公告)号：US08774392B2
公开(公告)日：2014-07-08
申请号：US13920020
申请日：2013-06-17
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
CPC classification number: 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
Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.
Abstract translation: 描述用于在呼叫中心处理呼叫的系统和方法。 分配来自呼叫者经由会话管理器并且包括语音语音流的传入文本消息的呼叫会话。 传入的文本消息在整个呼叫会话中被逐步地视觉呈现给可操作地耦合到会话管理器的代理控制台上的实时代理。 通过代理控制台通过实时代理交互式监视和控制的客户支持方案逐步处理传入的文本消息。 传入的文本消息通过自动脚本执行与现场代理程序协调处理。 传出的文本消息被转换成合成语音流。 合成语音流通过代理控制台发送给呼叫者。
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公开(公告)号：US20140010363A1
公开(公告)日：2014-01-09
申请号：US13920020
申请日：2013-06-17
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
IPC: H04M3/51
CPC classification number: 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
Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.
Abstract translation: 描述用于在呼叫中心处理呼叫的系统和方法。 分配来自呼叫者经由会话管理器并且包括语音语音流的传入文本消息的呼叫会话。 传入的文本消息在整个呼叫会话中被逐步地视觉呈现给可操作地耦合到会话管理器的代理控制台上的实时代理。 通过代理控制台通过实时代理交互式监视和控制的客户支持方案逐步处理传入的文本消息。 传入的文本消息通过自动脚本执行与现场代理程序协调处理。 传出的文本消息被转换成合成语音流。 合成语音流通过代理控制台发送给呼叫者。
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