Intellisist, Inc.

Microsoft Technology Licensing, LLC

Other

Wi-gui, LLC

Lg Electronics Inc.

Wingcast, LLC

Intellsist Inc.

Promind Co., Ltd.

Intellistist, Inc.

Intellist, Inc.

Microsoft Corporation

Odinak, Gilad

Goldberg, Adam

Hyperquality, Inc.

Gilad Odinak

Alastair Bruce Sutherland

David Milstein

Adam Waalkes

Howard M Lee

Vinay Deo

William A Tolhurst

Haodong (Howard) Jiang

Jonathan C Kagle

Thomas Veatch

Matthew H Thorn

Tom McCann

Scott Bates Guthery

Nigel Stuart Keam

Eric C Perlin

Hakan Kostepen

Nishith Chaubey

Marc Stephen Phillips

Richard P Draves

Steven Lutz

Yishay Carmiel

Lili Cheng

Cezary Antoni Marcjan

Mihai Costea

Mahesh Sharad Lotlikar

Jerome D Boss

Tak Chung Lung

Tamilselvan Ramasamy

Oren Danieli

Craig Steven Ranta

Klaus U Schutz

Scott M Cutshall

Thomas R McCann

Julien Rivarol Vergin

Maxim Shavit

Kam-Cheong Anthony Tsoi

Haodong (howard) Jiang

Matthew G Thorn

Alessandro Forin

Johannes Helander

Andrew Raffman

Elior Odinak

Stephen H Langenbeck

Adam Goldberg

Haodong Howard Jiang

Llance Kezner

Nishith K Chaubey

William Tolhurst

Tom Mccann

Thomas R Mccann

Haodong Jiang

Alastiar Sutherland

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

Portions of a customer interaction recording that include sensitive information can be identified by performing character recognition on the images in the recording. Field identifiers identified through character recognition are compared to a list of known identifiers of fields for entry of sensitive information. Based on the comparison, field identifiers identified through character recognition can be recognized as sensitive information field identifiers. Images that include the sensitive information field identifiers can be blurred in the stored recording. Further, agent behavior in relation to the screens with fields for entry of sensitive information can be analyzed for purposes such as identifying potentially malicious agent behavior, an agent being in need of assistance, or a recurring customer issue.

System and method for performing screen capture-based sensitive information protection within a call center environment

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 storing and retrieving sensitive information is provided. Segments of sensitive data each encrypted via a single use encryption key and associated with a reference code are maintained. The reference code is received for at least one of the segments of encrypted sensitive data and the encryption key is recreated based on the received reference code. The encrypted sensitive data segment is decrypted using the recreated encryption key and the decrypted sensitive data segment populates a field in a display.

Computer-implemented system and method for storing and retrieving sensitive information

A computer-implemented system and method for encrypting call recordings is provided. Calls are recorded and each call recording is divided into segments. Each segment represents a record. An encryption key unique to each call recording is generated. The unique encryption keys each include seed information from two or more sources and a key counter for one such call recording. For each record, an encryption counter is encrypted using the encryption key for the call recording associated with that record. Also, for each record, the encrypted encryption counter and the data from that record are mixed and encrypted.

Computer-implemented system and method for encrypting call recordings

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.

System and method for performing caller identity verification using multi-step voice analysis

A computer-implemented system and method for proximity-based computer application control is provided. A parking session of a vehicle is monitored via a first application and tracked by a second application. An initial communication connection status between the vehicle and a device associated with a user of the vehicle is obtained. At a later time, a further communication connection status is obtained. The further communication connection status is compared with the initial communication connection status. A determination is made that the parking session has terminated when a status of the further communication connection status differs from the initial communication connection status and is connected. A session termination instruction is transmitted from the first application to the second application to terminate the parking session.

Computer-implemented system and method for proximity-based computer application control

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 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.

Computer-implemented system and method for facilitating interactions via automatic agent responses

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.

Computer-implemented system and method for identifying special information within a voice recording

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

A computer-implemented system and method for delivering group messages is provided. Users signed on to a discussion group that is associated with a discussion group ID are identified. One of the signed-on users is designated as a moderator. A voice message is received and the discussion group ID is extracted from the voice message. The voice message is provided to the moderator and further provided to the signed-on users in the discussion group upon acceptance of the voice message by the moderator.

Computer-implemented system and method for delivery of group messages

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 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.

A computer-implemented system and method for performing distributed speech recognition is provided. Audio data is collected. A main grammar and secondary grammars are simultaneously provided for the audio data. Each secondary grammar includes an independent grammar. Speech recognition is simultaneously performed on the audio data using each secondary grammar. A new grammar is constructed for the audio data based on the main grammar template using results of the speech recognition. Further speech recognition is performed on the audio data using the new grammar.

Computer-implemented system and method for performing distributed speech recognition

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Bellevue, WA, United States of America

Gilad Odinak