Alastair B Sutherland

US Patent:

7292689, Nov 6, 2007

Filed:

Feb 14, 2003

Appl. No.:

10/367533

Inventors:

Gilad Odinak - Bellevue WA, US
Alastair Sutherland - Seattle WA, US
William A. Tolhurst - Snohomish WA, US

Assignee:

Intellisist, Inc. - Bellevue WA

International Classification:

H04M 3/22

US Classification:

37926509, 379 8814, 7042701

Abstract:

A system and method for providing a message-based communications infrastructure for automated call center operation is described. A call from a user into a call center is accepted. The accepted call includes a stream of transcribed verbal speech utterances. Each transcribed verbal speech utterance is recorded as a user message. The accepted call is assigned to a session, which is then assigned to an agent. The call is progressively processed in the assigned session by presenting each user message to the assigned agent, executing commands responsive to the assigned agent, and sending an agent message to the user. The agent message includes a stream of synthesized audible speech utterances.

US Patent:

7330786, Feb 12, 2008

Filed:

Jun 23, 2006

Appl. No.:

11/474191

Inventors:

Gilad Odinak - Bellevue WA, US
Alastair Bruce Sutherland - Seattle WA, US

Assignee:

Intellisist, Inc. - Bellevue WA

International Classification:

G01C 21/36
G01C 21/34

US Classification:

701202, 701200, 701208, 701211, 34235709, 3423571

Abstract:

A vehicle navigation system and method. The system includes a unit located in a vehicle and coupled to a first network, a traffic information center coupled to a second network, and a server coupled to the first and second networks. A trip plan is generated according to navigation information, vehicle coordinates and trip request information received from the unit, and road information received from the traffic information center. The trip plan is sent to the unit for presentation. The trip plan includes trip overview information and voice prompts associated with one or more landmarks. A trip plan may be a tourist trip plan.

US Patent:

7391860, Jun 24, 2008

Filed:

Oct 19, 2007

Appl. No.:

11/875744

Inventors:

Gilad Odinak - Bellevue WA, US
Alastair Sutherland - Seattle WA, US
William A. Tolhurst - Snohomish WA, US

Assignee:

Intellisist, Inc. - Bellevue WA

International Classification:

H04M 3/22

US Classification:

37926509, 379 8814, 7042701

Abstract:

A method for providing a message-based communications infrastructure for automated call center operation is described. A call from a telephony interface is accepted. The accepted call includes an incoming stream of verbal speech. The incoming stream of verbal speech is converted into incoming text from a caller into a call center. The call is automatically assigned at a session manager to a session and to a live agent. The incoming text is progressively processed through an agent application during the session through a customer support scenario interactively monitored and controlled by the live agent. The live agent sends outgoing text messages that are converted into an outgoing stream of synthesized speech to the caller.

US Patent:

8027787, Sep 27, 2011

Filed:

Dec 22, 2009

Appl. No.:

12/644105

Inventors:

Gilad Odinak - Bellevue WA, US
Alastair Bruce Sutherland - Seattle WA, US

Assignee:

Wi-Gui, LLC - McLean VA

International Classification:

G01C 21/36

US Classification:

701209, 701207

Abstract:

A vehicle navigation system and method. The system includes a unit located in a vehicle and coupled to a first network, a traffic information center coupled to a second network, and a server coupled to the first and second networks. A trip plan is generated according to navigation information, vehicle coordinates and trip request information received from the unit, and road information received from the traffic information center. The trip plan is sent to the unit for presentation. The trip plan includes trip overview information and voice prompts associated with one or more landmarks. A trip plan may be a tourist trip plan.

US Patent:

8068595, Nov 29, 2011

Filed:

Oct 31, 2007

Appl. No.:

11/981860

Inventors:

Gilad Odinak - Bellevue WA, US
Alastair Sutherland - Seattle WA, US

Assignee:

Intellisist, Inc. - Bellevue WA

International Classification:

H04M 3/00
H04M 5/00
H04M 11/00

US Classification:

37926501, 379 8813, 37926502, 37926505

Abstract:

A multi-modal call is accepted from a caller through a telephony interface, which accommodates multi-modal calls including at least one of verbal speech and text messaging. Incoming speech in the multi-modal call is converted into transcribed text. Incoming text messaging is matched with the transcribed text. The multi-modal call is automatically assigned through a session manager to a session under operation of a live agent. The transcribed text and incoming text messaging are progressively processed during the session through an agent application by performing a customer support scenario interactively monitored and controlled by the live agent.

US Patent:

8116445, Feb 14, 2012

Filed:

Apr 3, 2007

Appl. No.:

11/732626

Inventors:

Gilad Odinak - Bellevue WA, US
Alastair Sutherland - Seattle WA, US
William A. Tolhurst - Snohomish WA, US

Assignee:

Intellisist, Inc. - Bellevue WA

International Classification:

H04M 3/22

US Classification:

37926509, 379 8814, 379 9306, 379 3201, 37926506, 37926511, 434353, 704243, 7042701, 709218, 709219, 709224, 719318

Abstract:

An apparatus and method for monitoring an interaction between a caller and an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script, which includes a plurality of instructions. A visual representation of the audio communication is presented substantially simultaneously with the audio communication to an agent based on the AVR script. The visual representation includes at least one field to be populated with information obtained from the caller and the information populated in the field can be updated by the agent.

US Patent:

8442209, May 14, 2013

Filed:

Aug 15, 2007

Appl. No.:

11/893442

Inventors:

Adam Waalkes - Sammamish WA, US
Alastair Sutherland - Seattle WA, US
Gilad Odinak - Bellevue WA, US
Haodong (Howard) Jiang - Issaquah WA, US

Assignee:

Intellisist, Inc. - Bellevue WA

International Classification:

H04M 3/00

US Classification:

37926502, 37926501

Abstract:

A system and method for processing out-of-order caller responses during automated call processing is provided. A call session of a caller into a call center is monitored. The call session includes a non-sequential dialogue between the caller and the call center. An interaction with the caller is based on a script. Ordered information-gathering queries, including automated voice prompts are sent to the caller by executing the script. Responses from the caller are evaluated 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 is dynamically modified prior to selecting a next of the information-gathering queries to send.

US Patent:

8457296, Jun 4, 2013

Filed:

Nov 28, 2011

Appl. No.:

13/305671

Inventors:

Gilad Odinak - Bellevue WA, US
Alastair Sutherland - Seattle WA, US

Assignee:

Intellisist, Inc. - Bellevue WA

International Classification:

H04M 3/00
H04M 5/00
H04M 11/00

US Classification:

37926501, 379 8813, 37926502, 37926505

Abstract:

A system and method for processing multi-modal communications during a call session are provided. A call is received from a caller and assigned to an agent. A caller identification is assigned to the call. Voice communication from the call is processed and displayed. One or more text messages from the caller are received during the call. The caller identification is assigned to each of the text messages. The text messages are matched to the call using the caller identification and are displayed to the agent for review during the call.