Patents by Inventor Jennifer L. Blackwell

Jennifer L. Blackwell has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Management system for using speech analytics to enhance contact center agent conformance
    Patent number: 9692895
    Abstract: A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics component to analyze the remote party's or the agent's speech. If a keyword is detected, an event notification is provided from the speech analytics component to the call handler. A logic script executing in the call handler defines what actions are to occur in response to receiving the event notification. The call handler can provide information to the agent, record a violation, or await further event notifications. In one embodiment, detection of a first keyword in a first keyword set spoken by a remote party causes the agent's speech to be monitored using a second keyword set.
    Type: Grant
    Filed: August 17, 2016
    Date of Patent: June 27, 2017
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Jason P. Ouimette, Jennifer L. Blackwell, Karl H. Koster
  • Management system for using speech analytics to enhance contact center agent conformance
    Patent number: 9473634
    Abstract: A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics component to analyze the remote party's or the agent's speech. If a keyword is detected, an event notification is provided from the speech analytics component to the call handler. A logic script executing in the call handler defines what actions are to occur in response to receiving the event notification. The call handler can provide information to the agent, record a violation, or await further event notifications. In one embodiment, detection of a first keyword in a first keyword set spoken by a remote party causes the agent's speech to be monitored using a second keyword set.
    Type: Grant
    Filed: October 12, 2015
    Date of Patent: October 18, 2016
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Jason P. Ouimette, Jennifer L. Blackwell, Karl H. Koster
  • Management system for using speech analytics to enhance contact center agent conformance
    Patent number: 9225833
    Abstract: A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics component to analyze the remote party's or the agent's speech. If a keyword is detected, an event notification is provided from the speech analytics component to the call handler. A logic script executing in the call handler defines what actions are to occur in response to receiving the event notification. The call handler can provide information to the agent, record a violation, or await further event notifications. In one embodiment, detection of a first keyword in a first keyword set spoken by a remote party causes the agent's speech to be monitored using a second keyword set.
    Type: Grant
    Filed: July 24, 2013
    Date of Patent: December 29, 2015
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Karl H. Koster, Jennifer L. Blackwell, Jason P. Ouimette