公开(公告)号：US09699315B2

公开(公告)日：2017-07-04

申请号：US13893231

申请日：2013-05-13

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Alastair Sutherland ,  Gilad Odinak ,  Haodong Howard Jiang

IPC: H04M1/64 ,  H04M3/523 ,  H04M3/22 ,  H04M3/51 ,  H04M3/527

CPC classification number: H04M3/5235 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/527 ,  H04M2201/40 ,  H04M2201/60

Abstract: A computer-implemented system and method for processing caller responses is provided. Scripts each including at least one block of dialog are stored. Information is received from a caller during a call with an agent. A selection of a least one of the scripts is received from the agent based on the received information from the caller. The selected script is presented to the caller. A response is received from the caller. A direction of the call is changed. A further selection of one of the scripts is received from the agent based on the response from the caller. The further selected script is presented to the caller.

公开(公告)号：US20160227038A1

公开(公告)日：2016-08-04

申请号：US15018836

申请日：2016-02-08

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/42

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.

Abstract translation: 提供了一种用于在呼叫期间促进代理呼叫者通信的系统和方法。 呼叫被分配给代理，并且基于在呼叫期间识别的特定问题，从代理接收到脚本选择。 脚本被提供给参与呼叫的呼叫者。 从主叫方接收短信和语音输入。 接收到的短信直接转发给代理。 语音输入被转录成书面文本并提供给代理。 响应于来自呼叫者的一个或多个语音输入和文本消息，从代理接收文本消息。 来自代理的文本消息被转换成合成语音话语。 通过编译文本消息和从呼叫者转录的书面文本以及来自代理的文本消息来产生呼叫记录。

公开(公告)号：US09288323B2

公开(公告)日：2016-03-15

申请号：US14325337

申请日：2014-07-07

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

IPC: H04M3/51 ,  H04M3/53 ,  H04M3/533

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。

公开(公告)号：US09014362B2

公开(公告)日：2015-04-21

申请号：US14457050

申请日：2014-08-11

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M11/00 ,  H04M3/51 ,  H04M3/53 ,  H04M3/493 ,  H04W4/12 ,  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 processing multi-modal communications is provided. A call is received into a call center via a telephone. The call includes an inquiry of incoming speech utterances from a caller. The call is assigned to an agent within the call center. Transcribed text is generated by performing automatic speech recognition on the incoming speech utterances. The transcribed text is displayed to the agent via a display. Text messages from the caller are separately received into the call center via the telephone during the call. The text messages are identified as originating from the caller of the call and displayed to the agent.

Abstract translation: 提供了一种用于处理多模式通信的系统和方法。 通过电话接到呼叫中心。 呼叫包括来自呼叫者的来话语音的询问。 呼叫被分配给呼叫中心内的代理。 通过对传入语音语音执行自动语音识别来生成转录文本。 转录的文字通过显示显示给代理人。 通话期间来自呼叫者的短信分别通过电话接收到呼叫中心。 文本消息被标识为来自呼叫者的呼叫并显示给代理。

公开(公告)号：US09942401B2

公开(公告)日：2018-04-10

申请号：US15606710

申请日：2017-05-26

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/00 ,  H04M5/00 ,  H04M11/00 ,  H04M3/51 ,  G10L13/08 ,  G10L15/26 ,  H04M3/42 ,  H04M3/493 ,  H04M3/523 ,  H04M3/53 ,  H04W4/12 ,  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 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.

公开(公告)号：US20160205249A1

公开(公告)日：2016-07-14

申请号：US15067101

申请日：2016-03-10

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

IPC: H04M3/51 ,  G10L15/26

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.

Abstract translation: 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。

公开(公告)号：US20150222751A1

公开(公告)日：2015-08-06

申请号：US14691519

申请日：2015-04-20

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/42 ,  G10L15/26 ,  H04M3/493 ,  G10L13/08 ,  H04M3/523 ,  H04M3/51

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：US20130251118A1

公开(公告)日：2013-09-26

申请号：US13893231

申请日：2013-05-13

Applicant: Intellisist, Inc.

Inventor： Adam Waalkes ,  Alastair Sutherland ,  Gilad Odinak ,  Haodong Howard Jiang

IPC: H04M3/523

CPC classification number: H04M3/5235 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/527 ,  H04M2201/40 ,  H04M2201/60

Abstract: A computer-implemented system and method for processing caller responses is provided. Scripts each including at least one block of dialogue are stored. Information is received from a caller during a call with an agent. A selection of a least one of the scripts is received from the agent based on the received information from the caller. The selected script is presented to the caller. A response is received from the caller. A direction of the call is changed. A further selection of one of the scripts is received from the agent based on the response from the caller. The further selected script is presented to the caller.

Abstract translation: 提供了一种用于处理呼叫者响应的计算机实现的系统和方法。 存储包括至少一个对话块的脚本。 在与代理商进行通话期间，从主叫方收到信息。 基于来自呼叫者的接收到的信息，从代理接收至少一个脚本的选择。 所选脚本被呈现给呼叫者。 从呼叫者接收到响应。 呼叫方向改变。 基于来自呼叫者的响应，从代理接收到其中一个脚本的进一步选择。 进一步选择的脚本被呈现给呼叫者。

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：US20140348320A1

公开(公告)日：2014-11-27

申请号：US14457050

申请日：2014-08-11

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Alastair Sutherland

IPC: H04M3/51 ,  H04W4/12

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 processing multi-modal communications is provided. A call is received into a call center via a telephone. The call includes an inquiry of incoming speech utterances from a caller. The call is assigned to an agent within the call center. Transcribed text is generated by performing automatic speech recognition on the incoming speech utterances. The transcribed text is displayed to the agent via a display. Text messages from the caller are separately received into the call center via the telephone during the call. The text messages are identified as originating from the caller of the call and displayed to the agent.

Abstract translation: 提供了一种用于处理多模式通信的系统和方法。 通过电话接到呼叫中心。 呼叫包括来自呼叫者的来话语音的询问。 呼叫被分配给呼叫中心内的代理。 通过对传入语音语音执行自动语音识别来生成转录文本。 转录的文字通过显示显示给代理人。 通话期间来自呼叫者的短信分别通过电话接收到呼叫中心。 文本消息被标识为来自呼叫者的呼叫并显示给代理。