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公开(公告)号：US20160036976A1
公开(公告)日：2016-02-04
申请号：US14880122
申请日：2015-10-09
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
CPC classification number: 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
Abstract: 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.
Abstract translation: 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。
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公开(公告)号：US20150003605A1
公开(公告)日：2015-01-01
申请号：US14485589
申请日：2014-09-12
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
CPC classification number: 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
Abstract: 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.
Abstract translation: 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。
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公开(公告)号：US10044864B2
公开(公告)日：2018-08-07
申请号：US15362728
申请日：2016-11-28
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
IPC: H04M3/00 , H04M3/523 , H04M3/51 , G10L15/30 , G10L17/26 , G10L15/08 , G10L25/51 , G06Q10/10 , G06Q10/06 , H04M1/64
Abstract: A computer-implemented system and method for assigning call agents to callers is provided. A call from a caller is received into a call center. A voice sample is obtained from the caller during the call and analyzed. Traits of the caller are identified from the analyzed voice sample. A determination that at least one of the identified traits includes characteristics of multiple populations for that trait is made. The identified trait is defined as a percentage of each population included in that trait. The caller traits are compared to traits associated with each active agent within the call center. The agent with the traits most similar to the caller traits is assigned to the caller.
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公开(公告)号：US10038784B2
公开(公告)日：2018-07-31
申请号：US14880122
申请日：2015-10-09
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
IPC: H04M3/00 , H04M3/51 , G10L15/08 , G06Q10/10 , G10L25/60 , G06F17/21 , G10L15/26 , G10L25/51 , H04M3/22 , H04M3/523 , G10L17/26
CPC classification number: 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
Abstract: 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.
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公开(公告)号：US20170195491A1
公开(公告)日：2017-07-06
申请号：US15362728
申请日：2016-11-28
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
CPC classification number: 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
Abstract: A computer-implemented system and method for assigning call agents to callers is provided. A call from a caller is received into a call center. A voice sample is obtained from the caller during the call and analyzed. Traits of the caller are identified from the analyzed voice sample. A determination that at least one of the identified traits includes characteristics of multiple populations for that trait is made. The identified trait is defined as a percentage of each population included in that trait. The caller traits are compared to traits associated with each active agent within the call center. The agent with the traits most similar to the caller traits is assigned to the caller.
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Patent Agency Ranking
公开(公告)号：US09159054B2
公开(公告)日：2015-10-13
申请号：US14485589
申请日：2014-09-12
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
CPC classification number: 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
Abstract: 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.
Abstract translation: 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。
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7.发明申请公开(公告)号：US20150003603A1
公开(公告)日：2015-01-01
申请号：US14485596
申请日：2014-09-12
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
IPC: H04M3/523
CPC classification number: 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
Abstract: A system and method for pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent.
Abstract translation: 提供了一种用于在呼叫中心环境中配对代理和呼叫者的系统和方法。 从呼叫者接收到呼叫中心呼叫。 在呼叫期间从呼叫者接收到语音样本，并且从语音样本识别呼叫者的特征。 呼叫者的特征与呼叫中心内的一个或多个候选代理的特征进行比较。 基于呼叫者和该候选代理共享的特征的数量，在呼叫者和每个候选代理之间确定相似性。 基于相似性选择候选代理之一，并且呼叫者与选择的候选代理连接。
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公开(公告)号：US10027804B2
公开(公告)日：2018-07-17
申请号：US14493090
申请日：2014-09-22
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
IPC: H04M1/64 , H04M3/51 , G10L15/08 , G06Q10/10 , G10L25/60 , G06F17/21 , G10L15/26 , G10L25/51 , H04M3/22 , H04M3/523 , G10L17/26
Abstract: A system and method for providing hiring recommendations of agents within a call center is provided. A voice sample is received from a candidate agent. The voice sample is analyzed by comparing the voice sample with at least one voice model associated with voice characteristics for two or more populations of a trait. One of the populations to which the candidate agent belongs for that trait is identified. A score is assigned to the candidate agent based on the identified population for the trait. A recommendation for hire for the candidate agent is provided based on the assigned score.
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9.发明授权公开(公告)号：US09509845B2
公开(公告)日：2016-11-29
申请号：US14485596
申请日：2014-09-12
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
IPC: H04M3/00 , H04M3/51 , G10L15/08 , G06Q10/10 , G10L25/60 , G06F17/21 , G10L15/26 , G10L25/51 , H04M3/22 , H04M3/523 , G10L17/26
CPC classification number: 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
Abstract: A system and method for pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent.
Abstract translation: 提供了一种用于在呼叫中心环境中配对代理和呼叫者的系统和方法。 从呼叫者接收到呼叫中心呼叫。 在呼叫期间从呼叫者接收到语音样本，并且从语音样本识别呼叫者的特征。 呼叫者的特征与呼叫中心内的一个或多个候选代理的特征进行比较。 基于呼叫者和该候选代理共享的特征的数量，在呼叫者和每个候选代理之间确定相似性。 基于相似性选择候选代理之一，并且呼叫者与选择的候选代理连接。
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10.发明申请System And Method For Providing Hiring Recommendations Of Agents Within A Call Center 有权在呼叫中心内提供代理招聘建议的系统和方法公开(公告)号：US20150012453A1
公开(公告)日：2015-01-08
申请号：US14493090
申请日：2014-09-22
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Thomas Veatch
CPC classification number: 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
Abstract: A system and method for providing hiring recommendations of agents within a call center is provided. A voice sample is received from a candidate agent. The voice sample is analyzed by comparing the voice sample with at least one voice model associated with voice characteristics for two or more populations of a trait. One of the populations to which the candidate agent belongs for that trait is identified. A score is assigned to the candidate agent based on the identified population for the trait. A recommendation for hire for the candidate agent is provided based on the assigned score.
Abstract translation: 提供了一种用于在呼叫中心内提供代理人的招聘建议的系统和方法。 从候选代理接收到语音样本。 通过将语音样本与至少一个与两个或更多个性状群体的语音特征相关联的语音模型进行比较来分析语音样本。 识别候选人所属的种族之一。 基于所识别的性状群体，将得分分配给候选代理。 根据指定的分数提供候选人的雇用建议。
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