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.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projetsPlanification d’entreprise ou d’organisationModélisation d’entreprise ou d’organisation
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
2.
Computer-implemented system and method for facilitating interactions via automatic agent responses
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.
H04W 4/20 - Signalisation de servicesSignalisation de données auxiliaires, c.-à-d. transmission de données par un canal non destiné au trafic
H04W 4/21 - Signalisation de servicesSignalisation de données auxiliaires, c.-à-d. transmission de données par un canal non destiné au trafic pour applications de réseaux sociaux
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et 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 - Techniques de traitement du signal de parole ou de voix pour produire un autre signal audible ou non audible, p. ex. visuel ou tactile, afin de modifier sa qualité ou son intelligibilité
G10L 15/04 - SegmentationDétection des limites de mots
G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
H04L 9/32 - Dispositions pour les communications secrètes ou protégéesProtocoles réseaux de sécurité comprenant des moyens pour vérifier l'identité ou l'autorisation d'un utilisateur du système
G10L 17/00 - Techniques d'identification ou de vérification du locuteur
G10L 21/02 - Amélioration de l'intelligibilité de la parole, p. ex. réduction de bruit ou annulation d'écho
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.
G10L 17/24 - Procédures interactivesInterfaces homme-machine l’utilisateur étant incité à prononcer un mot de passe ou une phrase prédéfinie
G10L 17/26 - Reconnaissance de caractéristiques spéciales de voix, p. ex. pour utilisation dans les détecteurs de mensongeReconnaissance des voix d’animaux
09 - Appareils et instruments scientifiques et électriques
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et 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 Information technology engineering, consulting, and development for others of automated telephone call centers
09 - Appareils et instruments scientifiques et électriques
35 - Publicité; Affaires commerciales
Produits et services
Computer software that enables the user to evaluate and analyze the quality and performance measurements of business personnel and business methods Business consulting services, namely, providing evaluation and analysis of the quality and performance measurements of the business personnel and business methods of others
09 - Appareils et instruments scientifiques et électriques
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et 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 Information technology engineering, consulting, and development for others of automated telephone call centers
10.
COMPUTER-IMPLEMENTED SYSTEM AND METHOD FOR FACILITATING INTERACTIONS VIA AUTOMATIC AGENT RESPONSES
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.
H04M 3/527 - Dispositions centralisées de réponse aux appels ne demandant pas l'intervention d'un opérateur
G10L 25/63 - Techniques d'analyse de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation pour estimer un état émotionnel
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et 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 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et 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 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et 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
14.
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.
H04M 3/527 - Dispositions centralisées de réponse aux appels ne demandant pas l'intervention d'un opérateur
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
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.
H03C 7/02 - Modulation d'ondes électromagnétiques dans des lignes de transmission, des guides d'ondes, des résonateurs à cavité ou des champs de radiation des antennes
H04M 1/00 - Équipement de sous-station, p. ex. pour utilisation par l'abonné
H04B 7/08 - Systèmes de diversitéSystèmes à plusieurs antennes, c.-à-d. émission ou réception utilisant plusieurs antennes utilisant plusieurs antennes indépendantes espacées à la station de réception
H04B 1/00 - Détails des systèmes de transmission, non couverts par l'un des groupes Détails des systèmes de transmission non caractérisés par le milieu utilisé pour la transmission
H04B 1/18 - Circuits d'entrée, p. ex. pour le couplage à une antenne ou à une ligne de transmission
18.
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 - Dispositions automatiques pour répondre aux appelsDispositions automatiques pour enregistrer des messages pour abonnés absentsDispositions pour enregistrer des conversations
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G10L 25/60 - Techniques d'analyse de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation pour mesurer la qualité des signaux de voix
G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
G10L 25/51 - Techniques d'analyse de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation
H04M 3/22 - Dispositions de supervision, de contrôle ou de test
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
G10L 17/26 - Reconnaissance de caractéristiques spéciales de voix, p. ex. pour utilisation dans les détecteurs de mensongeReconnaissance des voix d’animaux
19.
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 - Protection de la confidentialité ou de l'anonymat, p. ex. protection des informations personnellement identifiables [PII]
H04L 67/02 - Protocoles basés sur la technologie du Web, p. ex. protocole de transfert hypertexte [HTTP]
H04L 9/32 - Dispositions pour les communications secrètes ou protégéesProtocoles réseaux de sécurité comprenant des moyens pour vérifier l'identité ou l'autorisation d'un utilisateur du système
H04L 12/12 - Dispositions pour la connexion ou la déconnexion à distance de sous-stations ou de leur équipement
H04M 1/66 - Équipement de sous-station, p. ex. pour utilisation par l'abonné avec des moyens pour empêcher les appels non autorisés ou faux appels
H04M 1/68 - Circuits pour empêcher l'écoute indiscrète
H04M 3/436 - Dispositions pour intercepter des appels entrants
20.
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 - Techniques d'analyse de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation
G10L 17/24 - Procédures interactivesInterfaces homme-machine l’utilisateur étant incité à prononcer un mot de passe ou une phrase prédéfinie
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.
G10L 15/06 - Création de gabarits de référenceEntraînement des systèmes de reconnaissance de la parole, p. ex. adaptation aux caractéristiques de la voix du locuteur
23.
EFFICIENTLY REDUCING TRANSCRIPTION ERROR USING HYBRID VOICE TRANSCRIPTION
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.
G10L 15/06 - Création de gabarits de référenceEntraînement des systèmes de reconnaissance de la parole, p. ex. adaptation aux caractéristiques de la voix du locuteur
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).
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
29.
PROCESSING OUT-OF-ORDER CALLER RESPONSES DURING AUTOMATED CALL PROCESSING
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 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 - Appareils et instruments scientifiques et électriques
Produits et 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 - Appareils et instruments scientifiques et électriques
38 - Services de télécommunications
Produits et 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 - Appareils et instruments scientifiques et électriques
38 - Services de télécommunications
Produits et 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 - Appareils et instruments scientifiques et électriques
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et 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 - Appareils et instruments scientifiques et électriques
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et 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
