Microsoft Technology Licensing, LLC

Intellisist, Inc.

Amazon Technologies, Inc.

Other

Microsoft Corporation

David Milstein

Linda Criddle

Gilad Odinak

Scott C Forbes

Michael D Malueg

Kuansan Wang

David Andrew Howell

Vinay Deo

Philip Andrew Chou

Lon-Chan Chu

Scott Bates Guthery

Eric C Perlin

Howard M Lee

Timothy Mark Moore

Lili Cheng

Cezary Antoni Marcjan

Mihai Costea

Mahesh Sharad Lotlikar

Jerome D Boss

Tak Chung Lung

Tamilselvan Ramasamy

Klaus U Schutz

Alistair Robert Hamilton

Brian Alexander Oliver

Darren Alexander Apfel

Gursharan Singh Sidhu

Leonard Smith, Jr

Christopher Schindler

Avner Sander

Jayadev Vadakkanmarveettil

Dina Hilal

David Stewart Lane

Danica Knievel

Patrick Michael Wolohan

Systems, methods, and devices for privacy protection and user data obfuscation are disclosed. A speech-controlled device captures audio including a spoken command, and sends audio data corresponding thereto to a server(s). The server(s)determines a user that spoke the command. The server(s) also determines, based on a profile of the user, user data (e.g., age, geographic location, etc.). The server(s) determines user group data encompassing the user data (e.g., including an age range encompassing the user's age, a geographic area encompassing the user geographic location, etc.). The server(s) determines a remote device(s) storing or having access to content responsive to the spoken command. The server(s) sends the user group data to the remote device(s), receives output content responsive to the spoken command and tailored to the user group data from the remote device(s), and causes the speech-controlled device to emit the output content.

Intelligent privacy protection mediation

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.

Computer-implemented system and method for efficiently facilitating appointments within a call center via an automatic call distributor

A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents for scheduling meetings within a call center is received from a user. An availability status is determined for each agent on the list at a common time. A determination that all the agents on the list are unavailable for a meeting with the user at the common time is made. A notice is provided to the user that all the agents on the list are unavailable. The agents are tracked and at a later time, one of the agents is determined to be available. A determination is made that the user is available at the later time and the available agent is transferred to the user.

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.

Computer-implemented system and method for call status determination

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.

Computer-implemented system and method for protecting sensitive information within a call center in real time

A system and method for user notification regarding detected events is provided. A plurality of messages are accessed from one or more sources. Those of the messages associated with one or more potential events are identified. The potential events are detected based on the messages. At least one of the potential events is identified as an event based on a number of messages associated with that potential event. Metadata regarding the event is extracted by from the messages associated with the event. Information regarding the event is obtained from a third party different from the one or more sources of the monitored messages. A message regarding the event is generated, the generated message comprising the extracted metadata and the information. At least one user associated with the event is identified, wherein the at least one user is notified of the event using the generated message.

System and method for user notification regarding detected events

This disclosure describes techniques for appending representations of handwritten inscriptions into electronic books, such that electronic books may be customized through the use of inscriptions akin to physical books. To append inscriptions into physical books, a user may provide an inscription on a physical medium. An image of the physical medium including the inscription may be obtained, and the image may be embedded into contents of an electronic book, thus creating a copy of the electronic book that includes a custom inscription in addition to the book contents.

Inscriptions for electronic books

A system and method for performing circumstance-specific customer satisfaction monitoring in an ongoing call center interaction are provided. At least one parameter of a message, the message including information regarding giving a signal by a customer of a call center indicating a dissatisfaction of the customer, is determined based on at least one of one or more characteristics of the customer and one or more conditions of the call center. The message is provided to the customer prior to an interaction between the customer and one of a plurality of agents of the call center. The interaction is began, including connecting the customer to one of the agents after the message is provided. Monitoring for a receipt of the signal from the customer during the interaction is performed. An action is taken after the receipt of the signal.

System and method for performing circumstance-specific customer satisfaction monitoring in an ongoing call center interaction

A system and method for providing customer-specific ongoing call center assistance with the aid of a digital computer are provided. A call is received from a caller in a call center and the caller is connected to an agent of the call center. The speech of at least one of the caller and the agent is monitored during the call. A subject matter of the call is determined based on the monitoring. One or more characteristics of the caller are obtained. The agent is identified as being in need of assistance. Expert selection criteria are obtained and weighed based on one or more of the characteristics of the caller. An expert agent is selected using the weighed expert selection criteria and the subject matter of the call. The selected expert agent is patched into the call.

System and method for providing customer-specific ongoing call center assistance with the aid of a digital computer

A computer-implemented system and method for transcription error reduction is provided. A transcribed value and a confidence score are assigned to each utterance in a stream of audio data. Those utterances with confidence scores that fall below a confidence threshold are identified as questionable utterances. At least one of the questionable utterances is placed into a pool of related utterances also determined to be questionable. A determination is made as to whether the pool satisfies a size threshold within a predetermined amount of time. A sample of the questionable utterances from the pool is obtained when the pool satisfies the size threshold within the predetermined amount of time. The sample of questionable utterances is provided to at least one human transcriber for verification.

Computer-implemented system and method for transcription error reduction

A computer-implemented system and method for determining call status is provided. A call from a caller to a recipient is identified and an identity of the caller is determined. A determination is made as to whether a security certificate of the caller is available. A status of the call is determined based on one of a presence and an absence of the security certificate. The identity of the caller is provided to the recipient. A type of notification for the call status is determined based on a type of the call status and the notification is delivered with the caller identity.

Computer-implemented system and method for determining call status

A computer-implemented system and method for transcription error reduction is provided. A transcribed value is assigned to each utterance obtained from a user during a call and a confidence score is assigned to each transcribed value. An accuracy threshold is applied to the confidence scores and the transcribed values that satisfy the accuracy threshold are incorporated in a message. A grouping is generated for at least one of the utterances associated with one such transcribed value that fails to satisfy the accuracy threshold. The grouping includes the at least one utterance and related utterances from other calls. Further transcribed values for at least a portion of the utterances in the grouping are received from human transcribers. The remaining utterances in the grouping are provided to the human transcribers when the further transcribed values differ. The further transcribed value for the at least one utterance is incorporated in the message.

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 agent.

A system and method for monitoring customer satisfaction in an ongoing call center interaction is provided. Information about a signal indicating customer dissatisfaction is provided to one or more customers of a call center prior to a start of interactions between one or more agents of the call center and the one or more customers. The interactions are began, including connecting one of the customers to one of the agents by call center after the information is provided. The interactions are monitored for a receipt of the signal from the customer. An action is taken by the call center upon a receipt of the signal.

System and method for monitoring customer satisfaction in an ongoing call center interaction

A computer-implemented system and method for determining a status of a call connection is provided. Metadata associated with a party to a call is obtained upon commencement of the call. An identification of the party and whether a security certificate is present is determined from the metadata. A status of unsecure is assigned to a connection of the call when the security certificate is not present. The call connection status is provided to another party to the call via a mobile device and a selection is received from the other party via the mobile device, in response to the call connection status provided.

Growing community of inventors

Redmond, WA, United States of America

David Milstein