A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents within a call center is received from a user. Each agent is associated with a call queue and handles incoming customer calls to the call queue. An availability of each of the agents on the list is determined. One of the agents is selected as a most available agent. The user is provided with records for the most available agent and is automatically connected with the most available agents.
A computer-implemented system and method for facilitating interactions via automatic agent responses is provided. A request for information for an agent is received from a user during an interaction with the agent. A list of candidate responses to the request is generated and one of the candidate responses is automatically selected when the agent fails to respond to the request within a predetermined time period. The selected response is provided to the user on behalf of the agent.
A computer-implemented system and method for call status determination is provided. A request for verification of incoming calls to a party is received. An incoming call from a caller to that party is identified and metadata associated with the incoming call is obtained. An identification of the caller and whether a security certificate is present is determined from the metadata. A connection status of the call is determined based on one of a presence and absence of the security certificate. A notification of the connection status is provided to the party.
42 - Scientific, technological and industrial services, research and design
Goods & Services
Software as a Service (SaaS); software as a service (Saas)
featuring software that integrates digital communication
channels with disparate business applications to prepare and
input information into and initiate activity within
associated business applications directly from conversations
that transpire across associated communication channels;
software as a service (Saas) featuring software that
extracts and analyzes information on speakers and topics to
create additional business value such as determining the
next best action for a given situation; software as a
service (Saas) featuring software that provides means for
other software to interact with digital conversations in
real time.
5.
Computer-implemented system and method for identifying special information within a voice recording
A system and method for identifying special information within a voice recording is provided. Training to identify a speaker is performed. A voice recording including utterances by at least two speakers is processed to identify segments of the voice recording provided by the speaker. Remaining segments of the voice recording are designated as provided by another speaker. A text element that corresponds to a request for information is identified in at least one of the segments of the voice recording provided by the speaker. A predetermined duration associated with the identified text element is applied to one of the segments of the voice recording of the other speaker occurring immediately after the segment of the voice recording from the regular speaker with the identified text element. The utterances from the other speaker occurring within the predetermined duration are identified as special information and rendered unintelligible.
G10L 21/00 - Speech or voice signal processing techniques to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility
H04L 9/32 - Arrangements for secret or secure communicationsNetwork security protocols including means for verifying the identity or authority of a user of the system
G10L 17/00 - Speaker identification or verification techniques
G10L 21/02 - Speech enhancement, e.g. noise reduction or echo cancellation
6.
SYSTEM AND METHOD FOR PERFORMING CALLER IDENTITY VERIFICATION USING MULTI-STEP VOICE ANALYSIS
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.
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.
G10L 25/63 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for comparison or discrimination for estimating an emotional state
42 - Scientific, technological and industrial services, research and design
Goods & Services
Software as a Service (SAAS) featuring software that integrates digital communication channels with disparate business applications to prepare and input information into and initiate activity within associated business applications directly from conversations that transpire across associated communication channels; Software as a Service (SAAS) featuring software that extracts and analyzes information on speakers and topics to create additional business value such as determining the next best action for a given situation; Software as a Service (SAAS) featuring software that provides means for other software to interact with digital conversations in real time
42 - Scientific, technological and industrial services, research and design
Goods & Services
Software as a Service (SaaS) featuring cloud-based software for use within contact centers to perform automatic call routing and distribution, data capture, customer interaction analytics, interactive voice response, recording and transcribing calls, workforce optimization, communication encryption, and voice, email and chat communication services
42 - Scientific, technological and industrial services, research and design
Goods & Services
Software as a Service (Saas) featuring software that integrates digital communication channels with disparate business applications to prepare and input information into and initiate activity within associated business applications directly from conversations that transpire across associated communication channels; Software as a Service (Saas) featuring software that extracts and analyzes information on speakers and topics to create additional business value such as determining the next best action for a given situation; Software as a Service (Saas) featuring software that provides means for other software to interact with digital conversations in real time
11.
COMPUTER-IMPLEMENTED CALL CENTER ARCHITECTURE AND METHOD FOR OPTIMIZING CUSTOMER EXPERIENCE THROUGH IN-BAND EXPERT INTERVENTION
A computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention is provided. Calls conducted between an agent and a caller are monitored. A need for assistance by an expert agent in one such call based on an inquiry by the caller is identified. Expert selection criteria to a predetermined group of expert agents with expertise in subject matter relating to the caller's inquiry is applied. One of the expert agents that matches with the expert selection criteria is selected and a notification to the agent that the selected expert agent will assist with the call is transmitted. The expert agent is then patched into the call.
A computer-implemented system and method for protecting sensitive information within a call center in real time is provided. A-call from a caller is received within a call center. The call is assigned to an agent and a determination is made as to when the caller is to provide sensitive information. The user is transferred to an automated voice response system to which the sensitive information is provided, while maintaining the call with the agent. The caller is returned to the agent upon providing the sensitive information. A notification regarding a status of the sensitive information is sent and the call is terminated.
A computer-implemented system and method for detecting events for use in an automated call center environment are provided. A plurality of messages is monitored by a call center. Those messages sharing one or more keywords representative of one or more potential events are identified. The one or more potential events are detected based on the shared keywords. At least one of the potential events is identified as an event based on the number of messages that share the keywords representative of that potential event. Metadata regarding the event is extracted from the messages sharing the keywords representative of the event. A message regarding the event that includes the extracted metadata is generated. The generated message from the call center is provided to at least one user related to the event.
A diversity receiver switch includes at least one second stage switch configured to communicate with a transceiver. The diversity receiver switch may also include at least one first stage switch coupled between a diversity receiver antenna and the second stage switch(es). The first stage switch(es) may be configured to handle a different amount of power than the second stage switch(es). The diversity receiver switch may include a bank of second stage switches configured to communicate with a transceiver. A first stage switch may be configured to handle more power than each switch in the bank of second stage switches. Alternatively, the diversity receiver switch include a bank of first stage switches coupled between the diversity receiver antenna and a second stage switch. The second stage switch may be configured to handle more power than each of the first stage switches.
H04M 1/00 - Substation equipment, e.g. for use by subscribers
H04B 7/08 - Diversity systemsMulti-antenna systems, i.e. transmission or reception using multiple antennas using two or more spaced independent antennas at the receiving station
H04B 1/00 - Details of transmission systems, not covered by a single one of groups Details of transmission systems not characterised by the medium used for transmission
H04B 1/18 - Input circuits, e.g. for coupling to an antenna or a transmission line
15.
System and method for providing hiring recommendations of agents within a call center
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.
H04M 1/64 - Automatic arrangements for answering callsAutomatic arrangements for recording messages for absent subscribersArrangements for recording conversations
G10L 25/60 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for comparison or discrimination for measuring the quality of voice signals
G10L 25/51 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for comparison or discrimination
H04M 3/22 - Arrangements for supervision, monitoring or testing
H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing
G10L 17/26 - Recognition of special voice characteristics, e.g. for use in lie detectorsRecognition of animal voices
16.
COMPUTER-IMPLEMENTED SYSTEM AND METHOD FOR VALIDATING CALL CONNECTIONS
A computer-implemented system and method for validating call connections is provided. Metadata about a connecting party is collected during a call, wherein the call is received by or initiated by a user. A connection status for the call is verified. The connecting party metadata is compared with connecting party records stored in a database and an attempt to determine an identity of the connecting party is made based on the comparison. A determination as to whether a security certificate is present with the metadata is made. The connection status is determined based on the connecting party identity attempt and the identification of whether the security certificate is present. The determined connection status is provided to the user.
H04W 12/02 - Protecting privacy or anonymity, e.g. protecting personally identifiable information [PII]
H04L 67/02 - Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
H04L 9/32 - Arrangements for secret or secure communicationsNetwork security protocols including means for verifying the identity or authority of a user of the system
H04L 12/12 - Arrangements for remote connection or disconnection of substations or of equipment thereof
H04M 1/66 - Substation equipment, e.g. for use by subscribers with means for preventing unauthorised or fraudulent calling
H04M 1/68 - Circuit arrangements for preventing eavesdropping
H04M 3/436 - Arrangements for screening incoming calls
17.
COMPUTER-IMPLEMENTED SYSTEM AND METHOD FOR VALIDATING CALL CONNECTIONS
A computer-implemented system and method for validating call connections is provided. Metadata about a connecting party is collected during a call, wherein the call is received by or initiated by a user. A connection status for the call is verified. The connecting party metadata is compared with connecting party records stored in a database and an attempt to determine an identity of the connecting party is made based on the comparison. A determination as to whether a security certificate is present with the metadata is made. The connection status is determined based on the connecting party identity attempt and the identification of whether the security certificate is present. The determined connection status is provided to the user.
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.
G10L 25/51 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for comparison or discrimination
G10L 17/24 - the user being prompted to utter a password or a predefined phrase
A system (10) and method (40) for efficiently reducing transcription error using hybrid voice transcription is provided. A voice stream (22) is parsed into utterances. An initial transcribed value and corresponding recognition score (113) are assigned to each utterance. A transcribed message (23) is generated and includes the initial transcribed values. A threshold is applied to the recognition scores (113) to identify those utterances with recognition scores (113) below the threshold as questionable utterances (111). At least one questionable utterance (111) is compared to other questionable utterances (111) from other calls and a group of similar questionable utterances (111) is formed. One or more of the similar questionable utterances (111) is selected from the group. A common manual transcription value (124) is received for the selected similar questionable utterances (111). The common manual transcription value (124) is assigned to the remaining similar questionable utterances (111) in the group.
A system (10) and method (40) for efficiently reducing transcription error using hybrid voice transcription is provided. A voice stream (22) is parsed into utterances. An initial transcribed value and corresponding recognition score (113) are assigned to each utterance. A transcribed message (23) is generated and includes the initial transcribed values. A threshold is applied to the recognition scores (113) to identify those utterances with recognition scores (113) below the threshold as questionable utterances (111). At least one questionable utterance (111) is compared to other questionable utterances (111) from other calls and a group of similar questionable utterances (111) is formed. One or more of the similar questionable utterances (111) is selected from the group. A common manual transcription value (124) is received for the selected similar questionable utterances (111). The common manual transcription value (124) is assigned to the remaining similar questionable utterances (111) in the group.
A system (10) and method (30) for converting a message via a posting converter (42) is provided. At least one incoming message is received from a composition device (41). Characteristics of the message are determined. The characteristics include a target device (43) to which the message is directed and an application through which the message will be presented. An appropriate template (44) is selected for the message based on at least one of the message characteristics. The message is converted to a different format using the selected template (44). The converted message is provided for display on the target device (43).
A system (10) and method (30) for converting a message via a posting converter (42) is provided. At least one incoming message is received from a composition device (41). Characteristics of the message are determined. The characteristics include a target device (43) to which the message is directed and an application through which the message will be presented. An appropriate template (44) is selected for the message based on at least one of the message characteristics. The message is converted to a different format using the selected template (44). The converted message is provided for display on the target device (43).
A system and method for managing a dynamic call flow during automated call processing (40) is provided. Calls from a plurality of callers (36) into a call center (30) are accommodated through monitored (71) call sessions (40). A call flow for each call session (40) is managed. Caller characteristics (81) of the caller (36) and physical conditions (81) in relation to the call are evaluated (72). Those caller characteristics (81) and physical conditions (81), which are respectively unique among the callers (36) and the calls, are identified (73). The call flow of each call session (40) is dynamically adjusted (73) by modifying parameters (108) for one or more of the caller characteristics (81) and physical conditions (81). The caller characteristics (81), physical conditions (81), and parameters (108) are stored in a database (105).
A system and method for processing out-of-order caller responses (91) during automated call processing (40) is provided. A call session of a caller (36) into a call center (30) is monitored. The call session (40) includes a non-sequential dialogue between the caller (36) and the call center (30). An interaction with the caller (36) is based on a script. Ordered information-gathering queries (84), including automated voice prompts are sent (71) to the caller (36) by executing the script. Responses from the caller (36) are evaluated (72) against a topic of conversation addressed in the script through call disposition criteria. A determination is made as to whether an affect on the ordering by the call disposition criteria is met through the responses. The ordering of the information-gathering queries (84) is dynamically modified (73) prior to selecting a next of the information-gathering queries to send.
A system and method for balancing agent console load during automated call processing (40) is provided. A plurality of agent consoles (101) are operated in a call center (30). Progress of a call session (40) of a caller that is calling into the call center (30) at each agent console (101) is monitored (71). An absolute upper limit on a number of the call sessions (40) allowed at each agent console (101) at any given time is assigned (92). A load of call session (40) assignments on each agent console (101) is balanced. Objective and subjective conditions (81) pertinent to each assigned call session (40) are continually collected (72) from each agent console (101). The objective and subjective conditions (81) that affect call session (40) availability are updated (72) for each agent console (101). The objective and subjective conditions (81) are evaluated (72) against the absolute upper limit to determine a load factor (109). Each call session (40) is assigned (74) to one such agent console (101) within bounds applicable to the load factor (109).
A system and method for processing out-of-order caller responses (91) during automated call processing (40) is provided. A call session of a caller (36) into a call center (30) is monitored. The call session (40) includes a non-sequential dialogue between the caller (36) and the call center (30). An interaction with the caller (36) is based on a script. Ordered information-gathering queries (84), including automated voice prompts are sent (71) to the caller (36) by executing the script. Responses from the caller (36) are evaluated (72) against a topic of conversation addressed in the script through call disposition criteria. A determination is made as to whether an affect on the ordering by the call disposition criteria is met through the responses. The ordering of the information-gathering queries (84) is dynamically modified (73) prior to selecting a next of the information-gathering queries to send.
A system and method for managing a dynamic call flow during automated call processing (40) is provided. Calls from a plurality of callers (36) into a call center (30) are accommodated through monitored (71) call sessions (40). A call flow for each call session (40) is managed. Caller characteristics (81) of the caller (36) and physical conditions (81) in relation to the call are evaluated (72). Those caller characteristics (81) and physical conditions (81), which are respectively unique among the callers (36) and the calls, are identified (73). The call flow of each call session (40) is dynamically adjusted (73) by modifying parameters (108) for one or more of the caller characteristics (81) and physical conditions (81). The caller characteristics (81), physical conditions (81), and parameters (108) are stored in a database (105).
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.
H04L 9/00 - Arrangements for secret or secure communicationsNetwork security protocols
H04M 1/64 - Automatic arrangements for answering callsAutomatic arrangements for recording messages for absent subscribersArrangements for recording conversations
G10L 11/00 - Determination or detection of speech or audio characteristics not restricted to a single one of groups ; G10L 15/00-G10L 21/00
G10L 21/00 - Speech or voice signal processing techniques to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility
29.
SELECTIVE SECURITY MASKING WITHIN RECORDED SPEECH UTILIZING SPEECH RECOGNITION TECHNIQUES
Apparatuses and methods are described to secure information contained within voice recordings. A voice recording (step 102) is loaded into a data processing system (100), wherein the voice recording results from an utterance of a human during an interaction between the human and an interface of a business entity. The voice recording is processed to recognize at least one element of text in the voice recording (step 104). The data processing system determines if the at least one element of text represents special information that pertains to the human (step 106). A segment in the voice recording is rendered unintelligible if the at least one element of text represent special information that pertains to the human (step 108-112).
A system (190) and method (200) for providing a message-based communications infrastructure for automated call center (11) post-call processing is described. Verbal speech utterances in a stream of recorded user messages (194) are identified. The recorded user messages (194) are parsed from a call with a user (82) into a call center (11). The stream of recorded user messages (194) are stored into a database (34) maintained by the call center (11). The call is processed through an agent (81). One or more of the user messages (194) is presented to the agent (81). Commands on the user messages (194) are executed responsive to the agent (81).
A system (190) and method (200) for providing a message-based communications infrastructure for automated call center (11) post-call processing is described. Verbal speech utterances in a stream of recorded user messages (194) are identified. The recorded user messages (194) are parsed from a call with a user (82) into a call center (11). The stream of recorded user messages (194) are stored into a database (34) maintained by the call center (11). The call is processed through an agent (81). One or more of the user messages (194) is presented to the agent (81). Commands on the user messages (194) are executed responsive to the agent (81).
09 - Scientific and electric apparatus and instruments
Goods & Services
Computer hardware and software, namely, automated and human-guided voice, text messaging, and communications hardware and software for use in operating automated telephone call centers
09 - Scientific and electric apparatus and instruments
38 - Telecommunications services
Goods & Services
Computer software for sending, receiving, and managing telephone voicemail via telephone, via computer terminal or over the Internet Voicemail services, namely, allowing subscribers to send, receive and manage telephone voicemail via telephone, via computer terminal or over the Internet
09 - Scientific and electric apparatus and instruments
38 - Telecommunications services
Goods & Services
Computer software for sending, receiving, and managing telephone voicemail via telephone, via computer terminal, or over the Internet Voicemail services, namely allowing subscribers to send, receive, and manage telephone voicemail via telephone, via computer terminal, or over the Internet
09 - Scientific and electric apparatus and instruments
42 - Scientific, technological and industrial services, research and design
Goods & Services
Computer hardware and software for information technology engineering, for use particularly in the field of automated voice communications and telematics Information technology engineering, information technology development for others, and consulting related thereto, particularly for automated voice communications and telematics
09 - Scientific and electric apparatus and instruments
42 - Scientific, technological and industrial services, research and design
Goods & Services
Computer hardware and software for information technology engineering, for use particularly in the field of automated voice communications and telematics Information technology engineering, information technology development for others, and consulting related thereto, particularly for automated voice communications and telematics
