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Небесная энциклопедия

Космические корабли и станции, автоматические КА и методы их проектирования, бортовые комплексы управления, системы и средства жизнеобеспечения, особенности технологии производства ракетно-космических систем

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Мониторинг СМИ

Мониторинг СМИ и социальных сетей. Сканирование интернета, новостных сайтов, специализированных контентных площадок на базе мессенджеров. Гибкие настройки фильтров и первоначальных источников.

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Форма поиска

Поддерживает ввод нескольких поисковых фраз (по одной на строку). При поиске обеспечивает поддержку морфологии русского и английского языка
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Применить Всего найдено 2807. Отображено 100.
12-01-2012 дата публикации

System and method for efficient call management for directory assistance services

Номер: US20120011146A1
Автор: Christine Baumeister, II Franklin L. Weiland, Robert Pines
Принадлежит: Individual

A communication assistance system includes a first database having a plurality of listings, each listings has at least one contact name and a corresponding contact number. A means is provided for receiving communications from a user among a plurality of users desiring to access the listings. An operator terminal displays a search screen among a plurality of search screens, each of which maintain at least a partially different arrangement of content and search windows for receiving search terms to search for listings contained in the first database, where the displayed search screen is determined based on criteria contained in a search request from the user. The operator terminal is further configured to receive the communication from the user and retrieve a listing from the first database using the displayed search screen.

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Номер записи: 1
16-02-2012 дата публикации

Testing call routing

Номер: US20120039448A1
Автор: Haridas Bhogade, Juan Vasquez, Mayuresh Hegde, Parind Poi, Prashant Desai
Принадлежит: VERIZON PATENT AND LICENSING INC

A device may automatically place a call to a call routing device based on one of a list of numbers or addresses. The call may be forwarded by the call routing device to a call agent device. The device may also establish a session with the call agent device to which the call is forwarded by the call routing device and automatically receive, from the call agent device, a message that includes an identifier for a virtual call agent. The device may extract the identifier from the received message, compare the extracted identifier to an identifier that is associated with the call, and determine whether the call routing device correctly forwarded the call based on the comparison.

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Номер записи: 2
10-05-2012 дата публикации

System and method for automatically establishing a concurrent data connection with respect to the voice dial features of a communications device

Номер: US20120117510A1
Автор: James Sweet, R. Victor Klassen, Stephen C. Morgana
Принадлежит: Xerox Corp

A system and method for automatically establishing a concurrent data connection between a communications device and a remote data server upon initiating a voice call. A data connection application can be configured in association with a communications device in order to concurrently connect the communications device and a remote data server on initiating a voice call. A directory server can be employed to match an outgoing contact number with respect to the communications device with a list of data-active contact numbers stored in the directory server. If a match is found, the location data can be transmitted to the communications device. The data connection application can be further communicated with the remote data server in order to visually transmit a wide range of potential business application associated with the remote data server to the communications device.

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Номер записи: 3
11-10-2012 дата публикации

Method of and system for automatically switching between free directory assistance service and chargeable directory assistance service

Номер: US20120257735A1
Автор: Dwight E. Scott, Michael Pellegrino, Richard J. Oldach, Robert C. Detrie
Принадлежит: Individual

A method of redirecting a directory-assistance call includes receiving a directory-assistance request from a caller, determining via a free directory-assistance service whether information corresponding to the directory-assistance request is available, responsive to a determination that the information is available, presenting, to the caller, the information free of charge to the caller and, responsive to a determination that the information is not available, redirecting the directory-assistance call to a chargeable directory-assistance service.

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Номер записи: 4
14-03-2013 дата публикации

System And Method For Storing Call Recordings In A Call Center

Номер: US20130064356A1
Автор: Adam Waalkes, Gilad Odinak, Haodong (Howard) Jiang, Matthew Thorn, Tom Mccann
Принадлежит: Intellisist Inc

A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center.

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Номер записи: 5
28-03-2013 дата публикации

System and method for optimizing call flows of a spoken dialog system

Номер: US20130077767A1
Автор: David Suendermann, Grace Li, Jackson Liscombe, Jonathan Bloom, Roberto Pieraccini
Принадлежит: Individual

A dialog manager for a spoken dialog system. A decision module selects a path from a plurality of alternative paths for a given call, wherein each path implements one of a plurality of strategies for a call flow. A weighting module weights the path selection decision and is connected to a probability estimator for estimating the probability value that a given one of the plurality of paths is the best-performing path.

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Номер записи: 6
04-04-2013 дата публикации

Systems and methods for presenting end to end calls and associated information

Номер: US20130083903A1
Автор: Patrick M. Peterson
Принадлежит: Raytheon BBN Technologies Corp

Systems and methods that analyze and monitor the performance of a call center including performance of the interactive voice response systems, call center agents, and other components. The systems and methods record characteristics of the call such as the audio data, and analyze that record to identify the events that take place during the call. These events may be defined as customer/call center interactions, such as dropped calls, logic errors or other event. A call center administrator may also identify a set of metrics, such as the number of dropped calls that occur during a day, that may be monitored by the systems described herein. The data collected about these events and metrics may be stored in a database and provided to the administrator through a user interface that allows the administrator to browse through the collected metric and recorded call data and directly review relevant portions of a call.

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Номер записи: 7
18-04-2013 дата публикации

Method, System and Software for Implementing an Automated Call Routing Application in a Speech Enabled Call Center Environment

Номер: US20130094634A1
Автор: Benjamin A. Knott, Marc Goldstein, Robert R. Bushey, Sarah Korth
Принадлежит: AT&T INTELLECTUAL PROPERTY I LP

A system, method and software for implementing an automated call routing application in a speech enabled call center environment are provided. In operation, the invention provides for the identification of a call center transaction selection from a natural language user utterance and the invocation of one or more scripts operable to route the user to a call center service agent configured to service the selected transaction. In the event a transaction selection cannot be readily identified or can only be partially identified, the invention provides for the initiation of a dialog module or script directed to eliciting a discernable transaction selection and/or the presentation of one or more menus from which the user may select an available call center transaction.

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Номер записи: 8
09-05-2013 дата публикации

CUSTOMER-CONTROLLED RECORDING

Номер: US20130114801A1
Автор: Perlmutter S. Michael
Принадлежит:

A call-recording and retrieval system operates from a computerized server in a contact-center, the server executing software from a machine-readable medium. There is a data repository coupled to the computerized server, and an interface at the server enabled to monitor voice interaction between an agent of the contact center and a customer. The server is enabled to follow one or both of direct input from the customer in a monitored interaction and stored rules associated with the customer to record and playback voice interaction between the agent and the customer. 1. A call-recording and retrieval system , comprising:a computerized server in a contact-center executing software from a machine- readable medium;a data repository coupled to the computerized server; andan interface at the server enabled to monitor voice interaction between an agent of the contact center and a customer;wherein the server is enabled to follow one or both of direct input from the customer in a monitored interaction and stored rules associated with the customer to record and playback voice interaction between the agent and the customer.2. The system of wherein the stored rules are pre-configured by the customer.3. The system of wherein the server relates DTMF tones to specific functions claim 1 , and in response to receiving DTMF tones during a monitored interaction claim 1 , performs the function related to the DTMF signals.4. The system of wherein the functions enabled by DTMF tones include start recording and stop recording.5. The system of wherein the server comprises voice-recognition capability associated with instructions for specific functions claim 1 , and in response to recognizing certain instructions during an interaction claim 1 , performs the function.6. The system of wherein the functions enabled by voice recognition include start recording and stop recording.7. The system of wherein claim 1 , in storing a recording according to a real-time or a pre-configured instruction from ...

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Номер записи: 9
23-05-2013 дата публикации

Systems and methods of introducing beneficial communication latency in contact handling systems

Номер: US20130129072A1
Автор: Brian Douglas Minert
Принадлежит: InContact Inc

Methods and apparatus for improving a contact with a customer in a contact handling system by introducing a slower expected communication rate to the contact are disclosed. The method can include communication via a first media having a first communication rate. The method can include ceasing communication via the first media. The method can include beginning communication via a second media having a second communication rate slower than the first communication rate. The method can further include ceasing communication via the second media and beginning communication via a third media having a third communication rate faster than the second communication rate.

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Номер записи: 10
27-06-2013 дата публикации

Content transmission device and network node

Номер: US20130166687A1
Автор: Jun Hirano
Принадлежит: Panasonic Corp

Disclosed is a technique for guaranteeing high-level QoS for emergent traffic to enable the transmission of the traffic. According to the technique, when a transmission unit 110 sends a content to a reception unit through a network 130, identification information is added to a data packet including the content to indicate that the data packet is a packet to be transmitted to a permitted content using node 150. This packet is duplicated by a network node (e.g., an intermediate node (management node) 140 ) and forwarded to both the reception unit and the permitted content using node. The content stored on the permitted content using node can be referred to check whether this content is to be transmitted in high priority. A content owner can get compensation (e.g., the cost required for high-priority network transmission) by providing the right of use of the content to the permitted content using node.

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Номер записи: 11
08-08-2013 дата публикации

Decision Tree Creation and Execution in an Interactive Voice Response System

Номер: US20130204834A1
Автор: II Daniel Forsee
Принадлежит: Bank of America Corp

Decision trees may be created and executed to manage calls in an interactive voice response (IVR) system. Users may be provided with one or more user interfaces to design, create, and modify decision trees. User may add and edit the rules, logic, and instructions of the decision tree, as well as additional information such as labels, headers, comments, and formatting. One or more decision tree files may be created including the rules, logic, and instructions of the decision tree, which are compatible with an execution engine. One or more decision tree development files also may be created including additional information to be used by a decision tree development application to provide the development environment.

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Номер записи: 12
29-08-2013 дата публикации

Customer service system, method, and software program product for responding to queries using natural language understanding

Номер: US20130223600A1
Автор: Robert Douglas Sharp
Принадлежит: Nuance Communications Inc

The present invention uses natural language understanding to increase the ability of a customer service system to respond to a user's query in an automated manner. A customer service system receives a query from a user and offers the user the option of having the system contact the user at a later time with an answer. If the user accepts the offer, the customer service system processes the query offline, including providing the query to a natural language understanding interpreter. The system uses the natural language understanding interpretation to determine if the user's query is in a database of frequently-asked queries. For each query in the database of frequently-asked queries, there is a predetermined response protocol. If the user's query substantially matches a query in the database, the IVR system contacts the user with an automated response in accordance with the predetermined response protocol for the query.

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Номер записи: 13
19-09-2013 дата публикации

System For Presenting Scripts To A Contact

Номер: US20130243181A1
Автор: Forrest Baker, III, Forrest Baker, IV, Jennifer Smith, John Sirstins
Принадлежит: Noguar LC

A system is disclosed for presenting a plurality of scripts to a contact. A system includes a dialer, controller, Input/Output devices, and a memory containing modules for execution on a processor. A script player module plays a plurality of prerecorded audio file scripts. A presentation module presenting a plurality of script options to an agent. An input module receives an agent input corresponding to at least one of the script options. A profile module stores a contact profile reflecting contact-specific data, and the presentation module presents script options to the agent based upon the profile for outputting contact-specific scripts.

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Номер записи: 14
26-09-2013 дата публикации

Cloud computing call centers

Номер: US20130251129A1
Автор: James A. Van Vleet, John Jasper, Nicole J. Hushka
Принадлежит: Bolder Thinking Communications Inc

Embodiments of the present invention generally relate to a cloud computing call center that may provide a multi-tenanted platform for scalable, dynamic allocation of telephony, PBX, and call center capabilities. Embodiments of the invention include implementations of a software telephony switch in a cloud computing environment that may dynamically allocate software based PBXes, virtual interactive voice responses (IVRs), and other system components to particular calls.

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Номер записи: 15
28-11-2013 дата публикации

SPEECH RECOGNITION BASED QUERY METHOD AND APPARATUS

Номер: US20130315385A1
Автор: Zhao Ye, ZHOU Hongkai
Принадлежит: Huawei Technologies Co., Ltd.

Embodiments of the present invention provide a speech recognition based query method and apparatus, relating to the communication field and capable of increasing the accuracy of speech recognition and improving the working efficiency. The method includes: when determining that a received customer speech is a non-standard speech, forwarding the speech of the customer to an agent to prompt the agent to make a standard speech; extracting a keyword of the received standard speech of the agent; and querying according to the keyword of the standard speech of the agent, and obtaining a query result, so that the agent provides a service for the customer according to the query result. The embodiments of the present invention are applied in a customer service system. 1. A query method based on speech recognition , the method comprising:judging whether a received speech of a customer is a standard speech;if the speech of the customer is a non-standard speech, forwarding the speech of the customer to an agent to prompt the agent to make a standard speech;receiving the standard speech of the agent and extracting a keyword of the standard speech of the agent; andquerying according to the keyword of the standard speech of the agent, and obtaining a query result, so that the agent provides a service for the customer according to the query result.2. The method according to claim 1 , comprising:if the speech of the customer is a standard speech, extracting a keyword of the speech of the customer; andquerying according to the keyword of the speech of the customer, and obtaining the query result, so that the agent provides a service for the customer according to the query result.3. The method according to claim 1 , wherein the query result comprises all service links related to the keyword or a service page related to the keyword.4. A speech recognition based query apparatus claim 1 , comprising:a judging unit, configured to judge whether a received speech of a customer is a standard ...

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Номер записи: 16
26-12-2013 дата публикации

GUIDING CALLS VIA GRAPHICAL USER INTERFACE

Номер: US20130343535A1
Автор: Arumugam Vijay, Ebrahimi Fariborz, Kotha Roopa, Singh Amit, Smith Patrick
Принадлежит: VERIZON PATENT AND LICENSING INC.

A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface. 1. A method comprising:displaying, via a graphical user interface at a user device, questions corresponding to questions in a voice menu that is used by an interactive voice response (IVR) system to forward calls;obtaining, via the graphical user interface, user responses to the questions, the questions providing options for selecting a self-serve system and a call agent; query the IVR system to identify a call agent, in a call center, whose profile matches the information, and', 'obtain contact information of the identified call agent from the IVR system; and, 'when the call agent is selected, sending information corresponding to the user responses to a first device, wherein the first device is configured to process the information via a virtual agent, and', 'obtain an output from the virtual agent as a result of the processing; and, 'when the self-serve system is selected, sending information corresponding to the user responses to a second device, wherein the second device is configured todisplaying either the contact information or the output from the virtual agent at the user device.2. The method of claim 1 , further comprising:receiving authentication information from the ...

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Номер записи: 17
09-01-2014 дата публикации

System And Method For Processing Calls In A Call Center

Номер: US20140010363A1
Автор: Alastair Sutherland, Gilad Odinak, William A. Tolhurst
Принадлежит: Intellisist Inc

A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.

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Номер записи: 18
20-03-2014 дата публикации

METHOD AND APPARATUS FOR PREDICTING INTENT IN IVR USING NATURAL LANGUAGE QUERIES

Номер: US20140079195A1
Автор: DAUTRICOURT Robin, Srivastava Vaibhav, Vijayaraghavan Ravi
Принадлежит:

An IVR system is disclosed in which customer experience is enhanced by improving the accuracy and intent prediction capabilities of an interactive voice response system. Customers are allowed to make a natural language queries to specify their intent, while the accuracy of traditional IVR systems is maintained by using key features in language along with the customer's past transactions, CRM attributes, and customer segment attributes to identify customer intent. 1. A computer implemented method for responding to natural language queries to identify customer intent during a customer interaction , comprising:a processor using key features in language used by a customer during said customer interaction, along with a customer's past transactions, customer relations management (CRM) system attributes, and customer segment attributes to identify customer intent.2. The method of claim 1 , further comprising:providing a communication network and an interactive voice response (IVR) system, wherein said communication network allows said customer to communicate with said IVR system via a customer device during said customer interaction.3. The method of claim 2 , further comprising:said IVR system querying said customer regarding an action or actions that said customer wants to perform during said customer interaction;wherein said customer response to said query is a natural language response.4. The method of claim 3 , further comprising:said IVR system converting said customer response into text, in part using techniques that are based on a special grammar that is trained to identify certain keywords more accurately than others.5. The method of claim 2 , further comprising: {'br': None, 'i': 'K', '=>Automatic Number Identification (ANI)+gender+age group.'}, 'said IVR system identifying said customer by constructing an identity key, K for the customer6. The method of claim 3 , further comprising:said IVR system identifying any of gender and age group of said customer based on ...

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Номер записи: 19
20-03-2014 дата публикации

INTERACTIVE VOICE RESPONSE SYSTEM AND METHOD WITH COMMON INTERFACE AND INTELLIGENT AGENT MONITORING

Номер: US20140079208A1
Автор: Ervin Matthew J., Jones Matthew, Kuan Andrew
Принадлежит: The Plum Group

A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user interface (“GUI”) to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method allow a single agent to process multiple calls simultaneously and is compatible with existing IVR systems and can be implemented as an add-on to existing IVR systems. 1. A method for interactively processing calls in conjunction with an interactive voice response (“IVR”) system , comprising the steps of:providing at least one item of call-data associated with a respective one of a plurality of calls being processed by the IVR;assigning at least one of the plurality of call-data to one of a plurality of agent workstations;transmitting the at least one call-data to the assigned agent workstation;providing an audio utterance and confidence score associated with the utterance;presenting the at least one call-data at the assigned agent workstation via a graphical user interface (“GUI”);receiving at least one of a plurality of agent commands through the GUI; andprocessing the at least one call-data based on at least one of the call-data provided by the IVR and the agent commands received from the GUI.2. The method of claim 1 , further comprising the steps of:prioritizing the call-data presented to the agent;arranging the call-data in an order of decreasing priority; andplaying an audio utterance associated with the call-data with the highest priority that has not already been processed.3. The method of claim 2 , wherein the step of prioritizing is based on at least one of a period of time the call with which the call-data is associated has been on hold claim 2 , an importance of the call with which the call-data is associated claim 2 , and an estimated period of time the call with which the call-data is associated will take to process.4. The method of ...

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Номер записи: 20
03-04-2014 дата публикации

Mass Notification System

Номер: US20140091908A1
Автор: Dustin Sterlino
Принадлежит: Individual

A method is disclosed for mass population notification of lost items. A user indicates a location in the proximity of where an item was lost and can also enter information describing the lost item and possibly upload a picture of the item. The user can select how many residents that he wants to notify about the lost item. The user's item description and contact information is processed to create a short voice message and/or text message to be delivered to the residents around the location where his item was lost. A map can be displayed to the user that graphically displays the area that is covered by the phone numbers found or an estimate of the phone number coverage selected by the user.

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Номер записи: 21
01-01-2015 дата публикации

HOSTING A VOICE RESPONSE SYSTEM ON A MOBILE PHONE

Номер: US20150004942A1
Автор: Jain Anupam, Sanghi Vivek
Принадлежит:

Methods and arrangements for operating a voice response system. A voice response system is installed at a mobile phone, the voice response system comprising an event receiver and a host manager. The voice response system is employed to receive an incoming communication at the mobile phone, and the event receiver is employed to receive notification of an event from at least one component of the mobile phone. The host manager is employed to instruct at least one component of the mobile phone to respond to the incoming communication based on notification of the event, wherein the at least one component is capable of: providing a response to a source of the incoming communication, and processing the incoming communication locally at the mobile phone. Other variants and embodiments are broadly contemplated herein. 1. A method of operating a voice response system , said method comprising:utilizing at least one processor to execute computer code configured for:installing a voice response system at a mobile phone, the voice response system comprising an event receiver and a host manager;employing the voice response system to receive an incoming communication at the mobile phone;employing the event receiver to receive notification of an event from at least one component of the mobile phone; andemploying the host manager to instruct at least one component of the mobile phone to respond to the incoming communication based on notification of the event, wherein the at least one component is capable of: providing a response to a source of the incoming communication, and processing the incoming communication locally at the mobile phone.2. The method according to claim 1 , wherein the event comprises at least one of: a GPS location of a user of the mobile phone claim 1 , a social media status of a user of the mobile phone claim 1 , a busy status of a user of the mobile phone claim 1 , translational movement of the mobile phone claim 1 , and rotational movement of the mobile phone.3 ...

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Номер записи: 22
04-01-2018 дата публикации

SYSTEM AND METHOD FOR CONTACT CENTER COMMUNICATIONS

Номер: US20180004375A1
Автор: Connolly Christopher, Eisner Josef Eric, Friend Benjamin, Irner Marat, Leonard Colin, Mezhibovsky Vladimir, Ristock Herbert Willi Artur, Vymenets Leonid
Принадлежит:

A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality. 1. A system , comprising:a message bus configured to connect with a plurality of widgets; andthe message bus including a processor and a memory, where the memory stores instructions, which when executed by the processor causes the processor to connect the plurality of widgets to a user interface based on permissions.2. The system of claim 1 , where the widget comprise a plugin.3. The system of claim 2 , further including an interface claim 2 , where the interface connects the message bus with a widget.4. The system of claim 1 , where features of the plurality of widgets are dynamically adjusted based on which of the plurality of widgets are connected with the message bus.5. The system of claim 4 , where features of the plurality of widgets are dynamically adjusted based on a given usage context.6. The system of claim 5 , where the context comprises a suggestable action.7. The system of claim 5 , where the context comprises a business logic.8. The system of claim 1 , where the message bus further includes an interface to connect the user interface with the message bus.9. The system of claim 1 , where the instruction when executed by the processor further causes the processor to register the widget.10. The system of claim 1 , where the instruction when executed by the processor further causes the processor to register a view.11. A method claim 1 , comprising:connecting, with a processor, a message bus with a plurality of widgets;registering the plurality of widgets; andconnecting, with the ...

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Номер записи: 23
07-01-2016 дата публикации

PREDICTING A LIKELIHOOD OF CUSTOMER SERVICE INTERACTIONS

Номер: US20160005049A1
Автор: Gurumurthy Vivek, Kaushik Parul, Korapati Harish D., MENEZES Jerold P.
Принадлежит:

A device and method may predict the likelihood of a customer service interactions. The method may include selecting a plurality of customer accounts, and determining events over at least one predetermined time period that are associated with each customer account from the selected customer accounts. The method may include determining risk values associated with the determined events, and generating a combined risk score for each customer account based upon the associated risk values. The method may further include assigning, for each customer account, a risk level associated with a likelihood of each customer interacting with a service representative. The method may also include determining that the risk level assigned to a customer account indicates a high likelihood of a customer interacting with a service representative, and then performing an action to automatically reduce the likelihood of the customer interacting with a service representative. 1. A computing-device implemented method , comprising:selecting a plurality of customer accounts;determining events over at least one predetermined time period that are associated with each customer account from the selected customer accounts;determining risk values associated with the determined events;generating a combined risk score for each customer account based upon the associated risk values;assigning, for each customer account, a risk level associated with a likelihood of interacting with a service representative;determining that the risk level assigned to a customer account indicates a high likelihood of a customer associated with the customer account interacting with a service representative; andautomatically performing an action to reduce the likelihood of the customer interacting with the service representative.2. (canceled)3. The method of claim 1 , wherein automatically performing the action comprises:performing a proactive action which includes sending a request to initiate an alert associated with at ...

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Номер записи: 24
07-01-2021 дата публикации

Generating predictions for electronic communications by determining problem features based on contextual information associated with service systems

Номер: US20210004814A1
Автор: Jafar Adibi
Принадлежит: Talkdesk Inc

The present disclosure relates to systems, methods, and non-transitory computer readable media for generating purpose predictions and options for processing electronic communications. For example, the disclosed systems can determine a problem feature related to a service system corresponding to a contacting user based on contextual information associated with the service system. In addition, the disclosed systems can receive an electronic communication from a contacting user device and can determine contacting user information based on the received electronic communication. Further, the disclosed systems can generate a purpose prediction for the electronic communication based on the contacting user information and the contextual information. The disclosed systems can further determine options for processing the electronic communication.

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Номер записи: 25
07-01-2021 дата публикации

GENERATING PREDICTIONS FOR ELECTRONIC COMMUNICATIONS BY DETERMINING PROBLEM FEATURES BASED ON CONTEXTUAL INFORMATION ASSOCIATED WITH SERVICE SYSTEMS

Номер: US20210004815A1
Автор: Adibi Jafar
Принадлежит:

The present disclosure relates to systems, methods, and non-transitory computer readable media for generating purpose predictions and options for processing electronic communications. For example, the disclosed systems can determine a problem feature related to a service system corresponding to a contacting user based on contextual information associated with the service system. In addition, the disclosed systems can receive an electronic communication from a contacting user device and can determine contacting user information based on the received electronic communication. Further, the disclosed systems can generate a purpose prediction for the electronic communication based on the contacting user information and the contextual information. The disclosed systems can further determine options for processing the electronic communication. 1. A method comprising:monitoring a service system to generate contextual information;determining a problem feature based on the contextual information;receiving, from a client device associated with a contacting user, an electronic communication corresponding to the problem feature;generating, based on the problem feature, a purpose prediction for the electronic communication; andprocessing the electronic communication based on the purpose prediction.2. The method of claim 1 , wherein processing the electronic communication based on the purpose prediction further comprises:determining an option for processing the electronic communication based on the purpose predictionautomatically executing the option for processing the electronic communication.3. The method of claim 1 , wherein generating claim 1 , based on the problem feature claim 1 , the purpose prediction for the electronic communication comprises:determining a topic of the received electronic communication; andgenerating, based on the problem feature and the determined topic, the purpose prediction for the electronic communication.4. The method of claim 1 , wherein generating ...

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Номер записи: 26
07-01-2021 дата публикации

GENERATING PREDICTIONS FOR ELECTRONIC COMMUNICATIONS BY DETERMINING PROBLEM FEATURES BASED ON CONTEXTUAL INFORMATION ASSOCIATED WITH SERVICE SYSTEMS

Номер: US20210004816A1
Автор: Adibi Jafar
Принадлежит:

The present disclosure relates to systems, methods, and non-transitory computer readable media for generating purpose predictions and options for processing electronic communications. For example, the disclosed systems can determine a problem feature related to a service system corresponding to a contacting user based on contextual information associated with the service system. In addition, the disclosed systems can receive an electronic communication from a contacting user device and can determine contacting user information based on the received electronic communication. Further, the disclosed systems can generate a purpose prediction for the electronic communication based on the contacting user information and the contextual information. The disclosed systems can further determine options for processing the electronic communication. 1. A method comprising:receiving an electronic communication associated with a contacting user;receiving a communication dialog;determining a purpose prediction for the electronic communication based on the communication dialog;generating an agent transcript for the electronic communication based on the determined purpose; andproviding the agent transcript to an agent device of an agent handling the electronic communication for the contacting user.2. The method of claim 1 , further comprising:determining contacting user information for the contacting user; anddetermining the purpose prediction for the electronic communication based on the communication dialog and the determined contact information.3. The method of claim 2 , wherein determining the contacting user information for the contacting user comprises determining the contacting user information from metadata associated with the electronic communication.4. The method of claim 1 , further comprising:identifying a problem feature based on contextual information associated with the contacting user; anddetermining the purpose prediction for the electronic communication based on the ...

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Номер записи: 27
07-01-2021 дата публикации

System and method for automated agent assistance within a cloud-based contact center

Номер: US20210004817A1
Автор: Bruno Antunes, Charanya Kannan, Jafar Adibi, Joao Carmo, Marco Costa, Tiago Paiva
Принадлежит: Talkdesk Inc

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

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Номер записи: 28
07-01-2021 дата публикации

SYSTEM AND METHOD FOR AUTOMATED AGENT ASSISTANCE WITHIN A CLOUD-BASED CONTACT CENTER

Номер: US20210004818A1
Автор: Adibi Jafar, Antunes Bruno, Carmo Joao, Costa Marco, Kannan Charanya, Paiva Tiago
Принадлежит:

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing. 1. A method , comprising:executing an automation infrastructure within a cloud-based contact center that includes a communication manager, speech-to-text converter, a natural language processor, and an inference processor exposed by application programming interfaces; and receiving a communication from a customer;', "automatically analyzing the communication to determine a subject of the customer's communication;", "automatically parsing a knowledgebase for at least one responsive answer to a question associated with the subject of the customer's communication; and", 'providing the at least one responsive answer to an agent during the communication with the customer., 'executing an agent assist functionality within the automation infrastructure that performs operations comprising2. The method of claim 1 , wherein the communication is in textual form claim 1 , the method further comprising:displaying text input by the customer in a first field of a unified interface;parsing the text input by the customer for key terms;querying the knowledgebase using the key terms; anddisplaying responsive results from the knowledgebase as the solution in a second field in the unified interface.3. The method of claim 2 , wherein the method is performed in real-time.42. The method of claim 2 , further comprising:querying a customer relationship management (CRM) platform/a customer service management (CSM) platform using the key terms; anddisplaying responsive results from the CRM/CSM in the second field in the unified interface.5. The method of claim 2 , ...

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Номер записи: 29
07-01-2021 дата публикации

System and method for automated scheduling using agent assist within a cloud-based contact center

Номер: US20210004824A1
Автор: Bruno Antunes, Charanya Kannan, Jafar Adibi, Joao Carmo, Marco Costa, Tiago Paiva
Принадлежит: Talkdesk Inc

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

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Номер записи: 30
07-01-2021 дата публикации

System and method for speech-enabled automated agent assistance within a cloud-based contact center

Номер: US20210005206A1
Автор: Bruno Antunes, Charanya Kannan, Jafar Adibi, Joao Carmo, Marco Costa, Tiago Paiva
Принадлежит: Talkdesk Inc

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

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Номер записи: 31
07-01-2021 дата публикации

SYSTEM AND METHOD FOR ESCALATION USING AGENT ASSIST WITHIN A CLOUD-BASED CONTACT CENTER

Номер: US20210006657A1
Автор: Adibi Jafar, Antunes Bruno, Carmo Joao, Costa Marco, Kannan Charanya, Paiva Tiago
Принадлежит:

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing. 1. A method for a cloud-based contact center software platform , the method comprising:receiving a communication from a customer;displaying text associated with the communication in a first field of a unified user interface on a device for an agent remotely located from the contact center;automatically analyzing the text to determine key terms associated the communication;automatically populating the key terms into a notes field of a call notes user interface; andescalating the communication to a supervisor for further action.2. The method of claim 1 , further comprising:querying one of a knowledgebase, a customer relationship management (CRM) platform/a customer service management (CSM) platform, and a database of customer-agent transcripts using the key terms; anddisplaying responsive results to the querying in a second field in the unified interface.3. The method of claim 2 , further comprising automatically populating query results into the notes field of the call notes user interface.4. The method of claim 3 , further comprising providing an editor in the call notes user interface to receive edits from the agent of the automatically populated key terms and query results.5. The method of claim 3 , wherein the populated key terms and query results form a call summary for use by the supervisor to understand reasons for the escalation.6. The method of claim 1 , further comprising highlighting the key terms in the unified interface.7. The method of claim 1 , further comprising:receiving the communication as speech;converting the speech ...

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Номер записи: 32
04-01-2018 дата публикации

Predictive Cross-Platform System

Номер: US20180007202A1
Автор: Batlle Eddie
Принадлежит:

Systems and methods for predictive cross-platform customer service include receiving first data about a service provider system that includes a plurality of customer service platforms. First user interaction rules are determined based on the first data received. A first condition is then determined to exist in the service provider system based on the first data and the first user interaction rules. First instructions for the service provider system are then determined based on the first condition to achieve a customized user response. The first instructions are provided for the service provider system such that the plurality of customer service platforms has access to the first instructions. Second data of a user interaction with at least one customer service platform is received when the first instructions have been executed. The first instructions are updated to second instructions based on the second data received. 1. A system , comprising:a non-transitory memory; receiving first data about a service provider system that includes a plurality of customer service platforms;', 'determining first user interaction rules based on the first data received about the service provider system;', 'determining a first condition exists in the service provider system based on the first data received and the first user interaction rules;', 'determining first instructions for the service provider system based on the first condition, wherein the first instructions include actions to achieve a customized user response based on the first condition;', 'providing the first instructions for the service provider system such that the plurality of customer service platforms of the service provider system have access to the first instructions;', 'receiving second data of a user interaction with at least one customer service platform of the plurality of customer service platforms when the first instructions have been executed; and', 'updating the first instructions to second instructions ...

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Номер записи: 33
04-01-2018 дата публикации

Customizable User Experience System

Номер: US20180007203A1
Автор: Eddie Batlle
Принадлежит: PayPal Inc

Systems and methods for customizable user experience service include receiving a first user interaction from a user device at a service platform of a service provider. First instructions are retrieved from a predictive management device based on the first user interaction with the service platform. The service platform may provide the first user interaction to the predictive management device from which the predictive management device may determine the first instructions. The service platform generates a first customized user experience based on the first instructions. The first customized user experience is provided to the user device.

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Номер записи: 34
04-01-2018 дата публикации

OMNI CHANNEL CUSTOMER CARE SYSTEM AND METHOD

Номер: US20180007204A1
Автор: Gilbert Mazin E., KLEIN REUBEN
Принадлежит:

Aspects of the subject disclosure may include, for example, determining a service request and facilitating a first service session whereby customer equipment accesses the first service session via a first contact mode. A first contact resource is associated with the first service session, participating in a communication exchange with the customer equipment via the first service session according to the first contact mode. A customer inquiry is determined via the first customer service session. The customer inquiry is analyzed and a second customer contact resource is associated with the first service session based on the analysis of the customer inquiry. The second contact resource participates in the communication exchange via the first service session and according to a second contact mode. Other embodiments are disclosed. 1. A method , comprising:receiving, by a system comprising a processing system including a processor, a request from customer equipment to access a customer care service;facilitating, by the processing system, a first interactive customer service session via a packet switched network responsive to the request, wherein the customer equipment enters the first interactive customer service session via a first interaction mode of a plurality of interaction modes;joining, by the processing system, a first customer care service resource with the first interactive customer service session responsive to the facilitating of the first interactive customer service session, wherein the first customer care service resource participates in an interactive communication exchange with the customer equipment via the first interactive customer service session and according to the first interaction mode of the plurality of interaction modes;detecting, by the processing system, a customer inquiry via the first interactive customer service session;analyzing, by the processing system, the customer inquiry to obtain an analysis of the customer inquiry; andjoining, by ...

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Номер записи: 35
04-01-2018 дата публикации

CUSTOMER CARE DATABASE CREATION SYSTEM AND METHOD

Номер: US20180007205A1
Автор: Gilbert Mazin E., KLEIN REUBEN
Принадлежит:

A live service agent is associated to a first service session, where the first service session facilitates a communication exchange associated with a user inquiry between user equipment and a first service resource. The first service session remains uninterrupted by the associating of the live service agent. A verbal exchange of the communication exchange between the user equipment and the live service agent is recorded in response to the associating of the live service agent, and a number of keywords are identified. To the extent that the verbal exchange yields a satisfactory response to the user inquiry and that the recording is dissimilar to other recordings of a solution database, the recording is stored in the solution database. Other embodiments are disclosed. 1. A method , comprising:joining, by a system comprising a processing system including a processor, a live, human customer service agent to a first interactive customer service session, wherein the first interactive customer service session facilitates a communication exchange between customer equipment and a first customer service resource associated with a customer inquiry, wherein the first interactive customer service session remains uninterrupted by the joining of the live, human customer service agent;recording, by the processing system, the communication exchange responsive to the joining of the live, human customer service agent to obtain a recording, wherein the communication exchange comprises a verbal exchange between the customer equipment and the live, human customer service agent;identifying, by the processing system, a plurality of keywords within the verbal exchange;determining, by the processing system, that the verbal exchange yielded a satisfactory response to the customer inquiry;determining, by the processing system, that the recording is dissimilar to other recordings of a solution database comprising a plurality of recordings of other verbal exchanges; andstoring, by the processing ...

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Номер записи: 36
03-01-2019 дата публикации

Cloud-based phone pop-up system

Номер: US20190007554A1
Автор: Joe Strom
Принадлежит: Celervox LLC

A computer system for automatically providing database information to a receiver computer based upon an attribute of an incoming communication receives an incoming communication from a first input selected from a set of inputs. The computer system identifies a protocol associate with the incoming communication. The computer system then causes a graphical element on a computer system to be displayed. Additionally, the computer system parses a communication identifier from the incoming communication. The computer system then transmits the communication identifier to a remote database server. In response, the computer system receives from the remote database server a caller ID identification that is associated with the communication identifier, and at least one client-specific communication prompt. Further, the computer system displays, within the graphical element, the client identification and the at least one client-specific communication prompt.

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Номер записи: 37
08-01-2015 дата публикации

AUTOMATED ATTENDANT MULTIMEDIA SESSION

Номер: US20150010140A1
Автор: Sylvain Dany
Принадлежит:

An automated attendant system is made multimedia capable by adding a combined user agent to the automated attendant. A search is done to verify that the caller to the automated attendant has combined user agent capabilities. If so, the caller receives multimedia content from the automated attendant's combined user agent so that the content may be presented on the caller's computer to assist the caller in navigating through the automated attendant's menus and options. Upon selection of a desired connection from the menus and options, the automated attendant's combined user agent helps the caller be connected by voice to the selected connection. 1. A method of enabling a communication session requestor to select communication options using an automated system , the method comprising:receiving signalling requesting a communication session from a communication function associated with the communication session requestor;accessing a combined user agent database using an identifier associated with the communication function requesting the communication session to determine a communication function associated with the communication session requestor that can present selectable communication options to the communication session requestor; andproviding information enabling presentation of the selectable communication options to the communication function associated with the communication requestor that can present selectable communication options to the communication session requestor.2. The method of claim 1 , further comprising:receiving signalling indicating selection of a communication option at the communication function associated with the communication session requestor that can present selectable communication options to the communication session requestor; andestablishing a communication session with the communication function associated with the communication requestor that can present selectable communication options to the communication session requestor in ...

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Номер записи: 38
12-01-2017 дата публикации

Customer Service Controller

Номер: US20170013123A1
Автор: Hingorani Subash, Mun Jin, SHARMA ANIL
Принадлежит:

Information about a request from a caller is provided in a customer service call center. In one embodiment, a customer service processor selects an agent based on the type of request and routes the call to the agent. The types of requests including one or more of cancelling all orders by a firm, canceling all orders by a trader, cancelling specific orders by a trader for more than one product, cancelling orders by more than one trader for a specific product, cancelling individual orders, changing the quantity of an individual order, and changing the quantity of a set of orders for a trader or a firm. Statistics may be collected regarding the call and stored for later use in a database. 1. A method comprising:identifying, by a call center processor based on a call received from a caller, at least one type of request associated with the call, the type of request being one of a plurality of request types;selecting, by the call center processor automatically from a database coupled therewith, an agent, from among a plurality of agents, to which the call will be routed;routing the call, by the call center processor, to an agent terminal associated with the selected agent;receiving, by the call center processor via an input interface of the agent terminal, instructions from the selected agent representing a plurality of requests communicated by the caller to the selected agent, each of the plurality of requests relating to one or more of connecting to an electronic trading platform, accessing the electronic trading platform, cancelling all orders by a firm, canceling all orders by a trader, cancelling specific orders by a trader for more than one product, cancelling orders by more than one trader for a specific product, cancelling individual orders, changing the quantity of an individual order, and changing the quantity of a set of orders for a trader or a firm; andprioritizing, automatically by the call center processor, the instructions corresponding to each of the ...

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Номер записи: 39
12-01-2017 дата публикации

SYSTEMS AND METHODS FOR FACILITATING COMMUNICATION USING AN INTERACTIVE COMMUNICATION SYSTEM

Номер: US20170013124A1
Автор: Bakis Raimo, Havelka Jirí
Принадлежит: NUANCE COMMUNICATIONS, INC.

An interactive communication system configured to conduct a call with a caller. The interactive communication system comprises at least one computer hardware processor configured to perform: obtaining a plurality of dialog chunks comprising information provided by the caller to the interactive communication system and information provided by the interactive communication system to the caller; generating, based on the plurality of dialog chunks, a respective plurality of feature sets, each of the plurality of feature sets comprising at least one feature generated using a respective dialog chunk of the plurality of dialog chunks; determining, based on the plurality of feature sets, a respective plurality of dialog chunk scores; determining, based at least in part on the plurality of dialog chunk scores, a likelihood that the caller is dissatisfied with the interactive communication system; and when the likelihood exceeds a threshold, performing a remedial action that alters how the call is handled. 1. A method for conducting a call between a caller and an interactive communication system , the method comprising: obtaining a plurality of dialog chunks comprising information provided by the caller to the interactive communication system and information provided by the interactive communication system to the caller;', 'generating, based on the plurality of dialog chunks, a respective plurality of feature sets, each of the plurality of feature sets comprising at least one feature generated using a respective dialog chunk of the plurality of dialog chunks;', 'determining, based on the plurality of feature sets, a respective plurality of dialog chunk scores;', 'determining, based at least in part on the plurality of dialog chunk scores, a likelihood that the caller is dissatisfied with the interactive communication system; and', 'when the likelihood exceeds a threshold, performing a remedial action that alters a manner in which the call is handled., 'using at least one ...

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Номер записи: 40
12-01-2017 дата публикации

INTERACTIVE VOICE RESPONSE (IVR) SYSTEM INTERFACE

Номер: US20170013128A1
Автор: Ayalurmuralikrishnan Raghuram, Balasubramaiam Madhumitha, Ganapathy Ramya N., Kameswari Deepthi, NARAYANAN Rajesh M., Sasidharan Shan K.
Принадлежит:

A mobile device, such as a smart phone, receives and presents interactive audio content from an interactive voice response (IVR) system. The mobile device provides an interface that enables a user to navigate through a menu presented in the interactive content. The interface further presents action elements that identify actions that can be requested through the menu, and selection of the one of the action elements may cause the IVR to perform an associated action. For example, the interface may identify representatives at a call center, and a selection of one of the action elements causes the IVR to establish a communication between the mobile device and the selected representative. The action elements may further identify status information associated with the call center, such as an expected wait time. 1. A method comprising:receiving, by a mobile device, audio content associated with actions that may be performed through an interactive voice response (“IVR”) system and identifiers associated with the actions, wherein the audio content prompts a user to select from the actions using call elements associated with different sounds;presenting, by a speaker associated with the mobile device, the audio content;presenting, by a display associated with the mobile device and while the audio content is being presented, a graphical user interface (“GUI”), wherein the GUI includes the call elements, and action elements that include two or more of the identifiers associated with the actions;detecting, by the mobile device, a selection by the user of one of the call elements or one of the action elements, wherein the selection occurs while a portion of the audio content is being presented; and when the selection relates to one of the call elements, presenting data associated with one of the sounds associated with the one of the call elements to the IVR system, wherein the IVR system identifies one of the actions based on the sound and the portion of the audio content, and', ' ...

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Номер записи: 41
11-01-2018 дата публикации

METHOD AND SYSTEM FOR ESTABLISHING A COMMUNICATION CHANNEL BETWEEN COMPUTING DEVICES IN A CUSTOMER CARE ENVIRONMENT

Номер: US20180013874A1
Автор: Kotha Surya Prakash, NAGARAJAN RAMESH
Принадлежит:

The disclosed embodiments illustrate method and system for establishing a communication channel between computing devices in a customer care environment. The method includes receiving a first input from a customer-computing device associated with the customer. The received first input is compared with one or more pre-stored datasets. Based on the comparison, a plurality of options corresponding to each of a plurality of levels of one or more workflows is rendered on a user interface displayed on a display screen of the customer-computing device. A second input is received for one of the rendered plurality of options. The second input is representative of at least a preference of the customer for a service associated with a workflow. Based on at least the received second input, a communication channel is established between the customer-computing device and an agent-computing device associated with the customer care agent. 1. A method for establishing a communication channel between computing devices in a customer care environment , the method comprising:receiving, by one or more transceivers at a computing server, a first input from a customer-computing device associated with a customer over a communication network, wherein the first input corresponds to numerical data;comparing, by one or more comparators at the computing server, the received first input with one or more pre-stored datasets, wherein the one or more pre-stored datasets include at least a plurality of contact numbers associated with a plurality of entities, wherein each of the plurality of contact numbers is further associated with a one or more workflows;rendering, by one or more processors at the computing server, a plurality of options corresponding to each of a plurality of levels of the one or more workflows, on a user interface displayed on a display screen of the customer-computing device, based on the comparison;receiving, by the one or more transceivers at the computing server, a second ...

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Номер записи: 42
11-01-2018 дата публикации

System and Method for Automated Call Distribution

Номер: US20180013891A1
Автор: Charlson Joseph
Принадлежит:

A computer-implemented method for automating calls from a call center to a lead comprises determining, with at least one processor, a number of contact attempts based at least partially on at least one rule, determining, with at least one processor, a cadence of the number of contact attempts based at least partially on a predictive model, initiating a plurality of contact attempts based at least partially on the cadence, and ending the plurality of contact attempts in response to at least one of the following: the number of contact attempts has been met, a contact attempt is successful, the lead opted out, the lead scheduled a future contact attempt, or any combination thereof. A system and computer program product are also provided. 1. A computer-implemented method for automating calls from a call center to a lead , comprising:determining, with at least one processor, a number of contact attempts based at least partially on at least one rule;determining, with at least one processor, a cadence of the number of contact attempts based at least partially on a predictive model;initiating a plurality of contact attempts based at least partially on the cadence; andending the plurality of contact attempts in response to at least one of the following: the number of contact attempts has been met, a contact attempt is successful, the lead opted out, the lead scheduled a future contact attempt, or any combination thereof.2. The computer-implemented method of claim 1 , further comprising automatically transmitting a text message at a predetermined time prior to initiating the plurality of contact attempts.3. The computer-implemented method of claim 2 , wherein the text message is at least one of the following: a Short Message Service (SMS) message claim 2 , a Multimedia Message Service (MMS) message claim 2 , an email message claim 2 , a web-based message claim 2 , or any combination thereof.4. The computer-implemented method of claim 2 , wherein the text message comprises a ...

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Номер записи: 43
10-01-2019 дата публикации

SYSTEMS AND METHODS FOR PREDICTIVE PERSONALIZATION AND INTELLIGENT ROUTING

Номер: US20190014213A1
Автор: Babjack Destiny, Bargman Eric, Groat Tina, Howell Peter D., Kelly Tom, Kumar Mayank, Long Sandra, McNattin Sean, Tan Kevin
Принадлежит: UnitedHealth Group Incorporated

Systems and methods for intelligently routing a member of an organization to a single point-of-contact within an optimized, secure network to address all the member's healthcare needs are described. The disclosed intelligent routing configurations transform and process, in real-time, vast amounts of member data to generate aggregated diagnoses and a member score specific to each member's household. The scores, among other things, are used to determine an identification of special needs and an appropriate advocate within the organization to route the member, and its account file containing real-time member and household level data. 1. A secure network for intelligently routing an organization's member to an organization representative , comprising:an authentication processor configured to authenticate the member using automatic number identification;a natural language processor configured to analyze spoken content of the member to determine an explicit need of the member; and generate an aggregate diagnosis score;', 'generate a member diagnosis score;', 'determine a diagnosis classification of the member, the diagnosis classification of the member being based on a comparison of the member score to the aggregate diagnosis score; and', 'determine a representative to route the member to, based in part on the determined specialized need of the member., 'a conversation management processor configured to2. The secure network of wherein the aggregate score is based on traits historically identifying members with ambiguous diagnoses.3. The secure network of wherein the member score is based on household data.4. The secure network of wherein the diagnosis classification of the member comprises a special needs classification.5. The secure network of wherein the comparison of the member score to the aggregate score comprises determining if the member score is outside of three standard deviations of the aggregate score.6. A method for intelligently routing a member of an ...

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Номер записи: 44
14-01-2021 дата публикации

INTERACTION BASED AUTO ANSWER TIME FOR BETTER PREPARED CONTACT CENTER AGENTS AND FASTER CALL RESOLUTION

Номер: US20210014356A1
Автор: Dhawan Salil, George Jibin, Goynar Sandeep, Singh Harsimran Jeet
Принадлежит:

Agents in a contact center are often connected to communications (e.g., calls, real-time text chats) automatically and without human intervention. By analyzing the communication and/or a history associated with the customer on the communication, an auto-answer delay may be determined that is better able to provide the agent with sufficient time to prepare for the communication. The auto-answer delay may be determined as a variation from a default auto-answer delay. 1. A method for automatically connecting a node to a network , comprising:connecting a communication with a customer utilizing a customer communication device to a first component via the network, wherein the first component automatically answers the communication and places the communication on hold;selecting an agent from a pool of agents to be connected to the communication;accessing an auto-answer delay, wherein the auto-answer delay is associated with an attribute of at least one of the customer or the communication to indicate a determined amount of time the agent will be allocated to review a history associated with at least one of the customer or the communication before the communication will be auto-connected with the customer;presenting an agent communication device, associated with the agent, with the history; andautomatically connecting the agent communication device with the customer communication device upon expiration of the auto-answer delay.2. The method of claim 1 , wherein the attribute comprises the volume of information contained in the history.3. The method of claim 2 , wherein the attribute further comprises a skill level associated with the agent to assess the volume of information contained in the history.4. The method of claim 1 , wherein the attribute comprises a complexity of the history.5. The method of claim 4 , wherein the attribute further comprises a skill level associated with the agent for the complexity of the history.6. The method of claim 1 , wherein the determined ...

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Номер записи: 45
03-02-2022 дата публикации

METHODS FOR MANAGING CALL TRAFFIC AT A VIRTUAL ASSISTANT SERVER

Номер: US20220038578A1
Автор: Arikala Gunalan Prasanna Kumar, Koneru Rajkumar, Nalluri Rajavardhan
Принадлежит:

A virtual assistant server receives a web request such as a HTTP request with one or more call parameters corresponding to a call redirected from an interactive voice response server. The virtual assistant server inputs the received one or more call parameters to a predictive model, which identifies, based on the one or more call parameters, an intelligent communication mode to route the redirected call to. Subsequently, the virtual assistant server routes the redirected call to the intelligent communication mode. 1. A method comprising:managing communications, by a virtual assistant server, based on routing decisions determined by a model using one or more call parameters corresponding to calls redirected from an interactive voice response server;determining, by the virtual assistant server, a fulfillment parameter corresponding to each of the redirected calls;creating, by the virtual assistant server, a transcript of each of the redirected calls comprising the one or more call parameters, the routing decision, and the fulfillment parameter; andtraining, by the virtual assistant server, the model using the transcripts.2. The method of claim 1 , wherein the one or more call parameters comprise: a caller number claim 1 , a caller location claim 1 , a called number claim 1 , a call status claim 1 , a call waiting time claim 1 , one or more called number identification parameters claim 1 , one or more caller identification parameters claim 1 , one or more caller preferences claim 1 , an input mechanism identifier claim 1 , a message claim 1 , or one or more options selected during an interaction with the interactive voice response server.3. The method of claim 1 , wherein the routing decisions comprise an intelligent communication mode to route the redirected call to.4. The method of claim 3 , wherein the intelligent communication mode comprises chat claim 3 , communication with an intelligent agent device claim 3 , voice claim 3 , email claim 3 , or SMS.5. The method ...

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Номер записи: 46
03-02-2022 дата публикации

METHODS FOR MANAGING CALL TRAFFIC AT A VIRTUAL ASSISTANT SERVER

Номер: US20220038579A1
Автор: Arikala Gunalan Prasanna Kumar, Koneru Rajkumar, Nalluri Rajavardhan
Принадлежит:

A virtual assistant server receives a web request such as a HTTP request with one or more call parameters corresponding to a call redirected from an interactive voice response server. The virtual assistant server inputs the received one or more call parameters to a predictive model, which identifies, based on the one or more call parameters, an intelligent communication mode to route the redirected call to. Subsequently, the virtual assistant server routes the redirected call to the intelligent communication mode. 1. A method of managing call traffic at a virtual assistant server , the method comprising:identifying, by the virtual assistant server, with a model, based on one or more call parameters corresponding to a call redirected from an interactive voice response server, an intelligent communication mode to route the redirected call to;determining, by the virtual assistant server, when to override the intelligent communication mode identified by the model to a different intelligent communication mode when a fulfillment parameter of at least one previous call correlated to the call based on the one or more call parameters of the call indicated a prior resolution failure; androuting, by the virtual assistant server, the redirected call to the intelligent communication mode, wherein the routing further comprises routing the redirected call to the intelligent communication mode when the determining does not identify the override and to the different intelligent communication mode when the override is identified.2. The method of claim 1 , further comprising using claim 1 , by the virtual assistant server claim 1 , the one or more call parameters to configure an initial response output or a future response output in the intelligent communication mode.3. The method of claim 1 , wherein the one or more call parameters comprise: a caller number claim 1 , a caller location claim 1 , a called number claim 1 , a call status claim 1 , a call waiting time claim 1 , one or ...

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Номер записи: 47
22-01-2015 дата публикации

DYNAMICALLY GENERATED GRAPHICAL USER INTERFACE FOR INTERACTIVE VOICE RESPONSE

Номер: US20150023484A1
Автор: Azim Rezwanul, Eichen Elliot G., Gaviria Rafael A., Javaregowda Gowtham, Ni James J.
Принадлежит: VERIZON

A device may be configured to receive information regarding a call center. The received information may include an interactive voice response (“IVR”) menu configuration that includes contact information for contacts associated with the call center, and audible options to place a call to the contacts via the contact information for the contacts. The device may parse the IVR menu configuration to generate a graphical user interface (“GUI”) menu configuration, which may comprise visual selectable options that correspond to the audible options. Selection of a particular one of the visual selectable options may cause a call to be placed to a particular contact that is associated with the particular visual selectable option. The device may further store or output the GUI menu configuration. 1. A method , comprising: contact information for a plurality of contacts associated with the call center, and', 'audible options to place a call to the plurality of contacts via the contact information for the plurality of contacts;, 'receiving, by a server device, information regarding a call center, the information including an interactive voice response (“IVR”) menu configuration that includesparsing, by the server device, the IVR menu configuration to generate a graphical user interface (“GUI”) menu configuration, the GUI menu configuration comprising one or more visual selectable options that correspond to one or more of the audible options,wherein a selection of a particular one of the visual selectable options causes a call to be placed to a particular contact that is associated with the particular visual selectable option; andstoring or outputting, by the server device, the GUI menu configuration.2. The method of claim 1 , wherein parsing the IVR menu configuration to generate the GUI menu configuration includes:identifying a plurality of duplicate audible options, in the IVR menu configuration; andconsolidating the plurality of duplicate audible options to a single visual ...

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Номер записи: 48
28-01-2016 дата публикации

SYSTEM AND METHOD FOR PERFORMING AUTOMATED CONTACT AND INFORMATION DELIVERY

Номер: US20160026763A1
Автор: Reddy Karan
Принадлежит:

A system and method for performing automated contact and information delivery includes one or more doctor office interface devices, and one or more medical facility interface devices that communicate with a site owner system over a network. The system and method permit a doctor office to designate one or more medical professionals to receive messages about a patient at a medical facility, based on the circumstances of the case. The system and method provide a connect on call module for facilitating direct communication between the facility employee and the identified medical professional utilizing both textual and audio/visual mechanisms without revealing the confidential contact information of the medical professional to the facility employee. 1. A method for performing automated contact and information delivery over a network , said method comprising:installing one or more interface devices at each of a doctor office and a medical facility;establishing communication between each of the doctor office interface device, the medical facility interface device, and a site owner system;displaying, via the doctor office interface, a call routing presentation screen;receiving, via the doctor office interface, call routing preferences for the doctor office, receiving, via the doctor office interface message and receiver delivery preferences for each doctor office medical professional;displaying, via the medical facility interface device, a connect on call presentation screen;receiving, via the medical facility interface device, a plurality of call information selections;identifying, via the site owner system, a medical professional based upon each of the call routing preferences, message delivery preferences and call information selections;displaying, via the medical facility interface device, the identified medical professional;providing each of a textual contact mechanism and an audio/visual contact mechanism for establishing direct communication between the medical ...

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Номер записи: 49
26-01-2017 дата публикации

METHOD AND APPARATUS FOR DIVERTING CALLERS TO WEB SESSIONS

Номер: US20170026517A1
Автор: Bodell Michael, NGUYEN Patrick, OSHRY Matthew
Принадлежит:

A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information. 1. A computer implemented method for synchronizing calls with Web sessions , comprising:allocating a processor configured for intelligently supplementing a customer call with a linked Web session, and providing synchronization between communication of the linked Web session with a customer care support (CCS) facility and communication of the customer call.2. The method of claim 1 , wherein the processor is further configured to automatically establish the linked Web session with a customer care support (CCS) facility that delivers information visually to a customer's device.3. The method of claim 1 , said CCS comprising any of an interactive voice response (IVR) system claim 1 , one or more voice agents claim 1 , or any other automated or live system that relies primarily on non-visual communication.4. The method of claim 1 , said connected device comprising any of a mobile phone claim 1 , laptop claim 1 , PDA claim 1 , tablet claim 1 , or any other suitable equipment that provides access to networked services.5. The method of claim 1 , wherein said linked Web session is established between said CCS and said customer by any of:forwarding corresponding Web links or content to said customer via any of SMS and email;asking or instructing said customer to visit a personalized Web page;opening a preconfigured Web page whenever said customer calls a predefined number;initiating with a registered customer device a linked session in response to a CCS request; andsaid customer initiating a session on said customer's device and linking to said session.6. The method of claim 1 , wherein said Web session comprises ...

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Номер записи: 50
26-01-2017 дата публикации

SERVER FOR PROVIDING ENHANCED SERVICES TO CONTACT CENTER AGENTS

Номер: US20170026518A1
Автор: Averill Roderick Brian, Filho Pier Angelo Tognini, Hillis Brian Scot, Simoes Renato Pinheiro
Принадлежит: AVAYA INC.

A technique is disclosed that enables a contact center to provide enhanced services to its agents. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data. 116-. (canceled)17. A method comprising:transmitting, from a server computer, a first message to a second telecommunications endpoint at a second address, the first message being formatted to invoke an agent state application at the second telecommunications endpoint, the agent state application being designed to exchange data related to availability of an agent, and the agent being associated in a database with a first telecommunications endpoint at a first address;receiving, at the server computer from the second address, a second message that comprises an indication of an agent state of the agent; andtransmitting, to a third address and in response to the receiving of the second message, a third message that comprises the indication, with the first address being represented in the third message as the originator of the third message.1820-. (canceled) This application claims the benefit of U.S. Provisional Application 61/291,684, filed Dec. 31, 2009, which is also incorporated by reference.The ...

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Номер записи: 51
26-01-2017 дата публикации

System and Method for Call Distribution

Номер: US20170026519A1
Автор: Charlson Joseph
Принадлежит:

A computer-implemented method for distributing phone calls includes the steps of receiving an inquiry from an individual having caller identification information, determining a call time to call the individual, generating a text message in response to receiving the inquiry, where the text message includes the call time and service provider information and the service provider information includes a service provider telephone number, automatically transmitting the text message to the individual from the service provider prior to the call time, and automatically initiating a phone call to the individual at the call time from the service provider telephone number. A system and computer-readable medium are also disclosed. 1. A computer-implemented method for distributing phone calls , comprising:receiving an inquiry from an individual having caller identification information;determining, with at least one processor, a call time to call the individual;generating, with at least one processor, a text message in response to receiving the inquiry, the text message comprising the call time and service provider information, the service provider information comprising a service provider telephone number;automatically transmitting, with at least one processor, the text message to the individual from the service provider prior to the call time; andautomatically initiating a phone call to the individual at the call time from the service provider telephone number.2. The computer-implemented method of claim 1 , further comprising selecting the service provider telephone number by matching an area code of the caller identification information for the individual with area codes for a plurality of service provider telephone numbers.3. The computer-implemented method of claim 1 , wherein the inquiry comprises a phone call from the individual outside of service provider business hours claim 1 , further comprising:presenting the individual with call back options; andreceiving a selection ...

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Номер записи: 52
28-01-2016 дата публикации

METHOD AND APPARATUS FOR DATA CHANNEL AUGMENTED AUTO ATTENDED VOICE RESPONSE SYSTEMS

Номер: US20160028889A1
Автор: Mittal Millind
Принадлежит:

Method of using a computerized smartphone to navigate remote auto attendant telephony systems with a menu structure. The auto attendant's menu structure is put into an online computer database. The caller uses the smartphone to call and establish a voice channel with remote auto attendant telephony system (using the telephone number of that system), software applications running on the caller's smartphone communication device intercept the telephone number and along with the voice channel, also establish a data channel with the online computer accessible database. The caller's smartphone retrieves at least some of the menu structure of the auto attendant telephony system through this data channel, and displays at least some of the menu structure of the remote auto attendant telephony system on the graphical user interface of the user's smartphone synchronized, with the audio delivery of the menu structure, thus facilitating interactions with the auto attendant system. 1. A method of using a computerized audio communication device with a graphical user interface to navigate a remote auto attendant telephony system with a menu structure , said method comprising;using said computerized audio communications device to establish a telephony link with said auto attendant telephony system and a separate link with a logically separate online computer accessible database comprising menu structure information;retrieving at least some of said menu structure information from said logically separate online computer accessible database;using said graphical user interface to navigate through at least some of said remote auto attendant telephony system's said menu structure, wherein said computerized audio communication device adjusts the display of at least some of said menu structure information on said graphical user interface to track the current status of the remote auto attendant telephony system menu.2. The method of claim 1 , wherein said computerized audio communication ...

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Номер записи: 53
28-01-2016 дата публикации

MEDIA CHANNEL MANAGEMENT APPARATUS FOR NETWORK COMMUNICATIONS SESSIONS

Номер: US20160028891A1
Автор: Nicolas Boris, Pirat Vincent, Rais Philippe, Ristock Herbert W.A., Thomas Frederic
Принадлежит:

A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual end communications appliances connected in the session; service of media channel toggle options to end communications appliances; detection of media channel toggle option selections made by users operating the end communications appliances; and implementation of the media channel toggle option or options selected for individual communications sessions. 1. A system comprising:a computerized appliance having a processor; andsoftware executing on the computerized appliance from a non-transitory physical medium, the software providing:establishment of a communication session over a network between two or more end communications appliances;detection and recording of at least media channel capabilities on individual end communications appliances connected in the session;service of media channel toggle options to end communications appliances;detection of media channel toggle option selections made by users operating the end communications appliances; andimplementation of the media channel toggle option or options selected for individual communications sessions.2. The system of claim 1 , wherein the network is a packet-switched network supporting a plurality of media channels.3. The system of claim 1 , wherein media channels include one or more of voice claim 1 , text messaging claim 1 , email claim 1 , chat claim 1 , video conferencing claim 1 , web collaboration claim 1 , which may include co-browsing claim 1 , and social media.4. The system of claim 1 , wherein one or more of the communications appliances in an established communications session is a wirelessly-operated mobile communications appliance.5. The ...

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Номер записи: 54
28-01-2016 дата публикации

SYSTEM AND METHOD FOR CALL AND DATA MATCHING IN A CONTACT CENTER

Номер: US20160028892A1
Автор: Anderson David H., Baranovsky Vladislav, Brazhnyk Anton, Duclos Gregory Jacob, Garcia Ernesto Garcia, Hemelrijk Sonja Hoffman, James William Edward, Mezhibovsky Vladimir
Принадлежит:

A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource. 1. A method for processing interaction requests from a customer , the method comprising:receiving by a computer system over a data channel from an end user device accessible to the customer, a request for an interaction, the request including data from an application running on the end user device;storing the data by the computer system;receiving a voice call from a telephony device accessible to the customer;establishing a voice media session with the telephony device over a voice channel in response to the voice call;identifying the data based on information associated with the voice call;identifying a contact center resource for routing the voice call; andattaching the data to a request to route the call to the identified contact center resource.2. The method of claim 1 , wherein the information associated with the voice call for identifying the data includes an access number called by the telephony device for establishing the voice media session.3. The method of further comprising:reserving the access number from a pool of access numbers in response to the request for the interaction, wherein the reserving is for preventing the access number from being transmitted to another end user device.4. The method of claim 3 , wherein the ...

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Номер записи: 55
28-01-2016 дата публикации

Customer Service Controller

Номер: US20160028894A1
Автор: Hingorani Subash, Mun Jin, SHARMA ANIL
Принадлежит:

Information about a request from a caller is provided in a customer service call center. In one embodiment, a customer service processor selects an agent based on the type of request and routes the call to the agent. The types of requests including one or more of cancelling all orders by a firm, canceling all orders by a trader, cancelling specific orders by a trader for more than one product, cancelling orders by more than one trader for a specific product, cancelling individual orders, changing the quantity of an individual order, and changing the quantity of a set of orders for a trader or a firm. Statistics may be collected regarding the call and stored for later use in a database. 1. A method comprising:identifying, by a customer service processor, a type of a request from a caller;selecting, by the customer service processor, an agent based on the type of request;routing, by the customer service processor, a call to the agent;receiving , by the customer service processor via an input interface, instructions from the agent via the agent terminal coupled therewith representing a plurality of requests of the caller, each of the plurality of requests comprising one or more of cancelling all orders by a firm, canceling all orders by a trader, cancelling specific orders by a trader for more than one product, cancelling orders by more than one trader for a specific product, cancelling individual orders, changing the quantity of an individual order, and changing the quantity of a set of orders for a trader or a firm;prioritizing, automatically by the customer service processor, the plurality of requests based on a predetermined priority algorithm which is based on market risk and/or execution risk; andreceiving, by the customer service processor via the input interface, instructions from the agent to fulfill the plurality of requests of the caller.2. The method of claim 1 , wherein the type of request is identified using an interactive voice response system.3. The ...

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Номер записи: 56
10-02-2022 дата публикации

SPEECH COMMUNICATION SYSTEM AND METHOD WITH HUMAN-MACHINE COORDINATION

Номер: US20220044679A1
Автор: SIMA Huapeng
Принадлежит: Nanjing Silicon Intelligence Technology Co., Ltd.

The present disclosure relates to a field of intelligent communications, and discloses a speech communication system and method with human-machine coordination, which resolve a problem of bad client experience because great differences occur after a switchover in a call through a prior human-machine coordination and time of a client is wasted. Key points of the technical solutions of the present disclosure include a communications module; an answering and calling-out module, allocating a human agent; a speech intention understanding module for understanding an intention in a call process; a voice cloning module, synthesizing, from a reply text, voice of a corresponding attendant; a human-machine interaction module, to communicate with a client by a speech robot; an intervention prompting module, monitoring call content to obtain an intervention willing probability, and prompting the human agent according to a predefined rule; and a manual intervention module, through which the client is replied by a person, and the manual intervention module displays a call intention and prompts the call during the call. In this way, during the call, a seamless switchover may be performed between the human agent and the speech robot. After the manual intervention, the attendant can quickly understand the call intention, to ensure good call experience of the client. 1. A speech communication system with human-machine coordination , comprising a communications module , and further comprising:an answering and calling-out module, allocating a human agent after a call is connected;a speech intention understanding module, comprising a speech intention understanding model, for understanding an intention in a call process;a voice cloning module, comprising a voice cloning model, for synthesizing voice of a corresponding attendant from a reply text;a human-machine interaction module, invoking the speech intention understanding module through a speech robot to obtain an intention of a client ...

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Номер записи: 57
24-04-2014 дата публикации

Apparatus and Method for Processing Service Interactions

Номер: US20140112460A1
Автор: Cloran Michael Eric
Принадлежит: Interactions Corporation

An interactive voice and data response system that directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks performed by a pool of human agents, rather than one ongoing conversation between the customer and a single agent. The router manages the interactions and keeps pace with a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterances or customer text, where the role of the human agent(s) is to input the intent of caller utterances, and where the computer system—not the human agent—determines which response to provide given the customer's stated intent (as interpreted/captured by the human agents). The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy. 1. A computer-implemented method for operating an interactive response system comprising:receiving audio from a person;processing the audio via an automated subsystem;providing the audio to a human analyst, said processing and providing causing a response delay; andselectively accelerating a rate of presentation of the audio to the human analyst to compensate for the response delay.2. The computer-implemented method of claim 1 , wherein selectively accelerating comprises receiving a request from the human analyst to accelerate the rate of presentation of the audio.3. The computer-implemented method of claim 1 , wherein a level of the acceleration corresponds to the response delay.4. The computer-implemented method of claim 1 , wherein a level of the acceleration is based on ...

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Номер записи: 58
29-01-2015 дата публикации

AUTOMATED RESPONSE SYSTEM

Номер: US20150030143A1
Автор: BHOGAL Kulvir S., Griffith William A., Naick Indran, Talbot Mark W.
Принадлежит: INTERNATIONAL BUSINESS MACHINES CORPORATION

Automated response processing includes receiving a first audible prompt from a called system and a response to the first audible prompt from a calling system during a first phone call. Automated response processing further includes determining, using a processor, a semantic identifier for the first audible prompt using semantic analysis and storing the semantic identifier of the first audible prompt in association with the response. The stored response is played responsive to determining that a semantic identifier for a second audible prompt played to the calling system matches the semantic identifier of the first audible prompt. 1. A method , comprising:receiving a first audible prompt from a called system and a response to the first audible prompt from a calling system during a first phone call;determining, using a processor, a semantic identifier for the first audible prompt using semantic analysis;storing the semantic identifier of the first audible prompt in association with the response to generate a meaning-response pair;receiving, from the calling system, a selection of one of a plurality of endpoints associated with the called system; andplaying the stored response responsive to the selection and determining that a semantic identifier for a second audible prompt played to the calling system matches the semantic identifier of the first audible prompt, whereineach of the plurality of endpoints are associated with a plurality of meaning-response pairs.2. The method of claim 1 , whereinthe response is played during a second phone call.3. The method of claim 2 , whereinthe second phone call is to a same phone number as the first phone call.4. The method of claim 2 , whereinthe second phone call is to a different phone number than the first phone call.5. The method of claim 1 , whereinthe stored response comprises a dual-tone multi-frequency input.6. The method of claim 1 , whereinthe stored response comprises a spoken utterance of a calling party.7. The method ...

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Номер записи: 59
10-02-2022 дата публикации

METHOD AND SYSTEM FOR REMOTE INTERACTION BETWEEN AT LEAST ONE USER AND A HUMAN OPERATOR AND BETWEEN AT LEAST ONE USER AND AT LEAST ONE AUTOMATED AGENT

Номер: US20220046128A1
Автор: CINELLI Andrea
Принадлежит:

A computer-implemented method is described for remote interaction between a user and an automated agent and for remote interaction between the user and a human operator. The method comprises bidirectionally connecting a user's electronic device with the automated agent by means of a data communication channel through a telecommunications network comprising a server device; acquiring information representative of the identity of a user of the user's electronic device; generating at the server device, as a function of the acquired information representative of the user's identity, a reference profile of digital identity associated with the user of the user's electronic device; storing, into a non-volatile memory of the server device, said user's digital identity reference profile; analysing, by means of an electronic operator device, at least a part of the user's digital identity reference profile. 1. Computer-implemented method for remote interaction between a user and an automated agent and for remote interaction between the user and a human operator , the method comprising:a) bidirectionally connecting a user's electronic device to the automated agent by means of a data communication channel through a telecommunications network comprising a server device;b) configuring in real time the user's electronic device to execute a step of an interaction process, wherein the interaction process is partially implemented by means of a first plurality of steps executed by means of the interaction between the user's electronic device and the automated agent through the data communication channel of the telecommunications network;c) configuring in real time the automated agent to execute said step of the interaction process;d) executing said step of the first plurality by means of exchanging, between the user's electronic device and the automated agent, text messages of an online chat and/or by means of exchanging audio/audio-video messages of an audio/audio-video online chat, ...

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Номер записи: 60
10-02-2022 дата публикации

DETECTING VOCABULARY SKILL LEVEL AND CORRECTING MISALIGNMENT IN REMOTE INTERACTIONS

Номер: US20220046132A1
Автор: Chavez David, Matula Valentine C., Negi Manish, Ray Divakar Kumar
Принадлежит:

In order to provide effective communications, the individuals engaged in the communication should have appropriately matched language proficiencies. By ensuring that a customer of a contact center is matched with an agent having, or presenting, content of a communication utilizing language proficiency appropriate for the customer, effective communications may be provided. Should an agent deviate and provide communication content having language proficiency that is misaligned with the customer, automatic corrective action may be taken to realign the language proficiency presented to the customer. 1. A system , comprising:a network interface to a network;a memory;a processor coupled to the memory programmed with executable instructions; and receiving a communication comprising a customer communication device utilized by a customer and an automated resource holding the communication;', 'accessing a customer language proficiency rating of the customer and comprising a technical sophistication rating;', 'accessing a pool of language proficiency ratings associated with each agent in a pool of agents;', 'selecting an agent from the pool of agents that has an associated language proficiency rating comprising a technical sophistication rating that best matches the customer language proficiency rating; and', 'connecting the communication to comprise an agent communication device associated with the selected agent., 'wherein the processor executing the executable instructions performs2. The system of claim 1 , wherein the processor executing the executable instructions performs accessing the customer language proficiency rating of the customer claim 1 , further comprising:determining the customer language proficiency rating of the customer, comprising:accessing a scoring model having scored words;prior to the communication, accessing a prior communication having content provided by the customer;scoring the prior communication with the scoring model to determine a proficiency ...

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Номер записи: 61
23-01-2020 дата публикации

SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTIONS IN AN ENTERPRISE

Номер: US20200028967A1
Автор: "OConnor Neil", McCormack Tony
Принадлежит:

Managing customer interactions in an enterprise, that includes determining at least one objective of an incoming call request from a customer of the enterprise; establishing an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective; allocating the plurality of agents to the on-going customer communication session based on the determined at least one objective; and monitoring the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session. Also, based on the determined one or more attributes associated with the on-going customer communication session, automatically changing a number of the plurality of agents allocated to the on-going customer communication session. 1. A computer-implemented method for managing customer interactions in an enterprise , the method comprising:determining, by a computer system of the enterprise, at least one objective of an incoming call request from a customer of the enterprise;establishing, by the computer system of the enterprise, an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective;allocating, by the computer system of the enterprise, the plurality of agents to the on-going customer communication session based on the determined at least one objective;monitoring, by the computer system of the enterprise, the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session; andautomatically changing, by the computer system of the enterprise, a number of the plurality of agents allocated to the on-going customer communication session based on the determined one or more attributes associated with the on-going customer communication session.2. The computer-implemented method of claim 1 , wherein the at least one objective is determined ...

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Номер записи: 62
23-01-2020 дата публикации

SYSTEM AND METHOD FOR FLEXIBLE ROUTING

Номер: US20200028968A1
Автор: Lukac Tibor, Mendiratta Harsh V.
Принадлежит:

A request to establish a communication session with a second communication device is received. The request to establish the communication session comprises one or more routing attributes for routing the communication session. The one or more routing attributes for routing the communication session are looked up in a dynamic routing framework. The communication session is routed to a third communication device or destination instead of the second communication device based on the one or more routing attributes and one or more rules defined in the dynamic routing framework. For example, the communication session is routed to a specific contact center queue based on the routing attribute instead of initially being routed to an Interactive Voice Response (IVR) system. 1. A system comprising:a microprocessor; anda computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to:receive, a request to establish a first communication session with a second communication device, wherein the request to establish the first communication session comprises a first routing attribute for routing the first communication session;lookup the first routing attribute for routing the first communication session in a dynamic routing framework; androute the first communication session to a third communication device or destination based on the first routing attribute and one or more rules defined in the dynamic routing framework.2. The system of claim 1 , wherein the microprocessor readable and executable instructions further cause the microprocessor to:receive, after the first communication session is established, a second message associated with the first communication session that contains a second routing attribute for routing the first communication session;lookup the second routing attribute for routing the first communication session in the dynamic ...

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Номер записи: 63
28-01-2021 дата публикации

ENHANCED DIGITAL MESSAGING

Номер: US20210029246A1
Автор: Erhart George, HIRANO Atsushi, Ju Wen-Hua, KLEMM Reinhard, Sisselman Michael
Принадлежит:

Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing content of the interactions to determine an estimate of the amount of time, updating a state of the agent to release the agent for the estimated amount of time, and setting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer. 1. A method of predicting future communications to be exchanged over a digital communication channel in an asynchronous communication system , the method comprising:analyzing interactions on the digital communication channel, wherein the interactions include messages exchanged between a customer operating a customer communication device and an agent operating an agent communication device;based on the analysis of the interactions, determining that the interactions have paused for an amount of time;analyzing content of the interactions to determine an estimate of the amount of time;updating a state of the agent to release the agent for the estimated amount of time; andsetting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.2. The method of claim 1 , further comprising:determining that the content of the interactions includes a time indicator; andutilizing the time indicator as part of determining the estimate of the amount of time.3. The method of claim 1 , further comprising:analyzing content of the interactions;based on the analysis, determining a context of the interactions to include a mention of time; andutilizing the mention of time as part of determining the estimate of the amount of time.4. The method of ...

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Номер записи: 64
05-02-2015 дата публикации

ELECTRONIC COMMUNICATIONS SYSTEM FOR MULTINODAL EXPERT NETWORKS

Номер: US20150036814A1
Автор: BUCKNER ZACH, Christie Brian
Принадлежит: FANATICALL, INC.

An electronic communication system enables one or multiple parties to aggregate one or multiple experts under one or multiple brand identities and to make each unique identity publicly or privately accessible to other entities seeking to access individual or aggregated experts on a free or paid basis. This system allows one single operator to effectively power hundreds or thousands of custom branded and independently owned expert networks deployed by different network sponsors. 1. An apparatus for matching , bridging and settling a call transaction between one or more tagged consumers with one or more tagged experts comprising:one or more databases storing a plurality of consumer records, and a plurality of expert records, wherein each of the plurality of expert records includes a tag having one or more profile searchable characteristics, said one or more databases being accessible via a logical and presentation layer of an HTTP compatible device;a processor coupled to the one or more databases; and a business logic layer to ensure that only authorized consumers may enter requests that can be matched to said searchable characteristics of each expert;', 'a business logic layer to permit matched participants to schedule or manually initiate a time to be bridged on a telephone call;', 'an interactive voice response layer and call bridging layer to bridge a consumer and an expert via a telephony connection;', 'a business logic layer to reconnect each party if a call is dropped prior to completion;', 'a user interface layer to enable consumers or experts to create a personal profile and tag such profile with one or more searchable characteristics;', 'an application programming interface integration layer to tag experts or consumer profiles with characteristics designated by an external application;', 'a user interface layer to prevent consumer and experts from having direct contact information for each other; and', 'an automated billing, settlement, and disbursement ...

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Номер записи: 65
02-02-2017 дата публикации

COMMUNICATIONS BETWEEN CONTACT CENTER AGENT SYSTEMS TO FACILITATE AGENT ENGAGEMENT

Номер: US20170034349A1
Автор: Uba Gene M.
Принадлежит:

Embodiments disclosed herein provide systems, methods, and computer readable media for facilitating engagement with a plurality of agents in a contact center. In a particular embodiment, a method provides detecting a log-in/out event for a first agent of the plurality of agents operating a first agent system of a plurality of agent systems to a communication distribution system configured to distribute communications with the contact center among the plurality of agent systems. In the communication distribution system, the method provides determining that the first agent system should communicate with a second agent system of the plurality of agent systems and initiating a first communication between the first agent system and the second agent system. 1. A method of facilitating engagement with a plurality of agents in a contact center , the method comprising:detecting a log-in/out event for a first agent of the plurality of agents operating a first agent system of a plurality of agent systems to a communication distribution system configured to distribute communications with the contact center among the plurality of agent systems;in the communication distribution system, determining that the first agent system should communicate with a second agent system of the plurality of agent systems; andinitiating a first communication between the first agent system and the second agent system.2. The method of claim 1 , wherein initiating the first communication occurs responsive to the detecting the log-in/out event and before any of the communications with the contact center are distributed to the first agent system.3. The method of claim 2 , further comprising:upon ending the first communication, connecting a first incoming communication of the communications with the contact center to the first agent system.4. The method of claim 1 , wherein determining that the first agent system should communicate with the second agent system comprises:scheduling times for a second ...

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Номер записи: 66
02-02-2017 дата публикации

SYSTEM AND METHOD FOR DYNAMIC CALL DIVERSION

Номер: US20170034353A1
Автор: Beilis David, Bell Cliff, Fedorov Sergey, Lee-Kwen Adrian, Ristock Herbert, Stoops Daniel
Принадлежит:

A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information. 19-. (canceled)10. A method , comprising:detecting, by a processor, an interaction from a mobile device associated with a customer;routing the interaction to an interactive voice response application;collecting, by the processor, during the interaction, authentication information from the mobile device to authenticate the customer;detecting, by the processor, a criteria for invoking a mobile application;sending, by the processor, a link to connect the mobile device to the mobile application, wherein the link is for maintaining context of progress made by the customer during the interaction with the interaction voice response application;detecting, by the processor, selection of the link;authenticating the customer of the mobile device for the mobile application based on the collected authentication information without prompting the customer for the authentication information; andtransmitting instructions for resuming the interaction with the customer via the mobile application, wherein the mobile application is invoked at a place that is configured to maintain context of the progress made by the customer during the interaction with the interaction voice response application.11. The method of claim 10 , where the link is sent by a text message.12. The method of claim 10 , where the link includes the authentication information.13. The system method ...

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Номер записи: 67
01-05-2014 дата публикации

Method and system for using conversational biometrics and speaker identification/verification to filter voice streams

Номер: US20140119520A1
Автор: Naveen Narayan, Peeyush Jaiswal
Принадлежит: International Business Machines Corp

A method and system for using conversational biometrics and speaker identification and/or verification to filter voice streams during mixed mode communication. The method includes receiving an audio stream of a communication between participants. Additionally, the method includes filtering the audio stream of the communication into separate audio streams, one for each of the participants. Each of the separate audio streams contains portions of the communication attributable to a respective participant. Furthermore, the method includes outputting the separate audio streams to a storage system.

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Номер записи: 68
17-02-2022 дата публикации

Semi-delegated calling by an automated assistant on behalf of human participant

Номер: US20220051664A1
Автор: Yaniv Leviathan, Yuval Baror
Принадлежит: Google LLC

Implementations are directed to using an automated assistant to initiate an assisted call on behalf of a given user. The assistant can, during the assisted call, receiving a request, from an additional user on the assisted call, for information that is not known to the assistant. In response, the assistant can render a prompt for the information and, while awaiting responsive input from the given user, continue the assisted call using already resolved value(s) for the assisted call. If responsive input is received within a threshold duration of time, synthesized speech, corresponding to the responsive input, is rendered as part of the assisted call. Implementations are additionally or alternatively directed to using the automated assistant to provide, during an ongoing call between a given user and an additional user, output that is based on a value requested by the additional user during the ongoing call.

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Номер записи: 69
04-02-2016 дата публикации

SOCIAL MEDIA FEEDBACK FOR ROUTING USER COMMUNICATIONS

Номер: US20160036973A1
Автор: Frazier Lindsay, Harasimiuk Pawel, Kumar Praphul, Wellman Aaron
Принадлежит:

A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center. 1. A computer-implemented method comprising:receiving, at a call handling platform, a call placed by a caller to a calling number;examining, by the call handling platform, parameters of the call;determining, by the call handling platform, identifying information of the caller based on examining the parameters of the call;matching, by the call handling platform, the identifying information of the caller with a social network username corresponding to a social media network;obtaining, by the call handling platform and from the social media network, social network data associated with the caller using the social network username;computing, by the call handling platform, a social network influence score for the caller using the social network data, wherein the social network influence score reflects a numerical measure of a level of impact of activity of the caller in the social media network;accessing, by the call handling platform, a predetermined influence score threshold value;comparing, by the call handling platform, the social network influence score to the influence score threshold value; ...

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Номер записи: 70
04-02-2016 дата публикации

System and Method for Addressing Hard-To-Understand for Contact Center Service Quality

Номер: US20160036980A1
Автор: Konig Yochai, Ristock Herbert Willi Artur, Sayko Vyacheslav, Tamblyn Eric, Zhakov Vyacheslav
Принадлежит:

A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session. 1. A system , comprising:a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session with a caller is hard-to-understand; andwhen the session is hard-to-understand provides an adjustment for the session.2. The system of claim 1 , where hard-to-understand comprises at least one of a poor audio transmission quality and a language barrier.3. The system of claim 2 , where the poor audio transmission quality is determined by a mean opinion score.4. The system of claim 3 , where a threshold for the mean opinion score is iteratively determined.5. The system of claim 2 , where the language barrier comprises at least one of a customer language proficiency claim 2 , an agent language proficiency and an interactive voice response script.6. The system of claim 1 , where the adjustment comprises at least one of informing the call of a poor audio transmission quality claim 1 , requesting the caller to change a phone claim 1 , and adding at least one of video claim 1 , text and chat to the session.7. The system of claim 1 , where the adjustment comprises of transferring the caller to another agent or changing an interactive voice response script based on a language barrier with the caller.8. The system of claim 1 , where hard-to-understand comprises a contact center agent not able to understand a caller issue due to an experience level.9. The system of claim 8 , where the adjustment comprises transferring the caller to an agent with a proficiency for the issue.10. A method claim 8 , comprising:extracting call information for a session with a caller;determining, by a processor, whether the session ...

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Номер записи: 71
17-02-2022 дата публикации

AUTOMATED SYSTEMS AND METHODS FOR NATURAL LANGUAGE PROCESSING WITH SPEAKER INTENTION INFERENCE

Номер: US20220053093A1
Автор: Ding Joshua Chihsong, Hsiao Hui Hsin, Tien Cheng Chi, Tu Chia Ling
Принадлежит:

A computerized method of managing a robotic telemarketing call includes calling, by an automated robotic telemarketing system, a customer selected from a customer list. The method includes parsing, by a real-time speech recognition module of the automated robotic telemarketing system, a customer statement received from the customer. The method includes determining, by a language intention determining module, a customer purchase intention according to the parsed customer statement. The method includes selecting a sales pitch response corresponding to the determined customer purchase intention. The method includes providing an audio signal including the selected sales pitch response to the customer. 1. A computerized method of managing a robotic telemarketing call , the method comprising:calling, by an automated robotic telemarketing system, a customer selected from a customer list;parsing, by a real-time speech recognition module of the automated robotic telemarketing system, a customer statement received from the customer;determining, by a language intention determining module, a customer purchase intention according to the parsed customer statement;selecting a sales pitch response corresponding to the determined customer purchase intention; andproviding an audio signal including the selected sales pitch response to the customer.2. The method of claim 1 , wherein calling includes obtaining claim 1 , by a customer list management module claim 1 , a phone number of the selected customer from the customer list managed by the customer list management module.3. The method of claim 1 , wherein determining the customer purchase intention includes determining the customer purchase intention using keyword matching.4. The method of claim 3 , wherein the keyword matching includes:mapping each parsed word in the customer statement to a label; andapplying one or more business rules to the labeled words to determine the customer purchase intention and an accuracy of the customer ...

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Номер записи: 72
04-02-2021 дата публикации

SYSTEM AND METHOD FOR AUTOMATICALLY AUTHENTICATING A CALLER

Номер: US20210035114A1
Автор: Martin Christopher D.
Принадлежит:

Embodiments of the disclosed technology include systems and methods that can establish a communication link with a customer device, can receive call information from the customer device, can retrieve a customer profile based on a comparison of the call information to stored call information, and can save the customer profile as temporary profile data. Embodiments can receive identifying information from the customer device and, responsive to determining, based on a comparison of the identifying information to the temporary profile data, that the communication link is authenticated, connect the communication link to an authenticated call path. Responsive to determining that a predetermined amount of time has elapsed without determining that the communication link is authenticated, embodiments can determine that the communication link is unauthenticated and can connect the communication link to an unauthenticated call path and delete the temporary profile data. 1. (canceled)2. A non-transitory , computer-readable medium having stored thereon instructions that , when executed by one or more processors of a mobile device , cause the mobile device to:receive a call request via an input device of the mobile device;prompt a user to provide authentication credentials via a mobile application, the authentication credentials being associated with a user account of the user, the user account being associated with an organization;receive the authentication credentials via the input device; and transmit, to a server associated with the organization, authentication information associated with the verification of the authentication credentials; and', 'initiate a telephone call to the organization., 'in response to verifying that the authentication credentials match stored authentication credentials3. The computer-readable medium of claim 2 , wherein the instructions claim 2 , when executed by the one or more processors of the mobile device claim 2 , further cause the mobile device ...

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Номер записи: 73
04-02-2021 дата публикации

In-Line Survey System and Methodology

Номер: US20210035131A1
Автор: LaCroix Jeffrey Allyn
Принадлежит:

A cloud based in-line survey system that works in conjunction with conventional interactive voice response systems. The survey system employs hardware and software that are stored and/or facilitated apart from that of the host interactive voice response system (“IVR”). The survey system uses a cloud based data collection model, the “survey data model.” The functionality of the survey data model is hosted and/or accessible through an on-line user interface or viewer, which provides the functionality of the survey model to the enterprise users and survey participants. The survey system can be accessed indirectly by the enterprise IVR transferring the participant to a survey model at the end of a service call, or by requesting the participant to call in directly to the survey system. 1. A cloud based survey system for creating , administering and collecting survey data from survey participants by an enterprise through an off-sight , interactive response system , the system comprising:a survey website hosting a survey data model stored within the internet cloud and having functionality for creating, modifying, administering and collecting the survey data from survey participants by enterprise users;an on-line viewer hosted by the website and operatively connected to the interactive response system and a separate third party telephone system used by the survey participant accessing the functionality of the survey model by the enterprise users through the IRV and the survey participants through the third party telephone system.2. The survey system of wherein the viewer includes a phone browser claim 1 , a speech-to-text device claim 1 , a recording device claim 1 , and a website access device.3. The survey system of wherein survey website uses employs an open voice extensible markup language compliant browser.4. A method used with an enterprise interactive response system and separator survey participant telephone system for an enterprise survey creation claim 1 , ...

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Номер записи: 74
31-01-2019 дата публикации

SYSTEM AND METHOD FOR ANALYTICS WITH AUTOMATED WHISPER MODE

Номер: US20190037076A1
Автор: Gilbert Mazin E., KLEIN REUBEN
Принадлежит: AT&T Intellectual Property I, L.P.

A service session is facilitated via a packet switched network; in the service session, user equipment participates in an interactive communication exchange with an agent via a first interaction mode, and the interactive communication exchange is based on a user inquiry. The interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the service session responsive to determining that the consultation service would facilitate the resolution; the service resource provides consultation to the agent via a second interaction mode without exposing the consultation to the user equipment. The consultation elevates an experience level employed in the first service session towards resolution of the user inquiry. 1. A method , comprising:facilitating, by a processing system including a processor, a customer service session via a communication network, wherein customer equipment participates in a first interactive communication exchange with a first customer service agent via a network connection using a first interaction mode;monitoring, by the processing system, the first interactive communication exchange;associating, by the processing system based on the monitoring, a second customer service agent with the customer service session, wherein the second customer service agent provides a consultation service to the first customer service agent in a second interactive communication exchange using a second interaction mode different from the first interaction mode, without exposing the consultation service to the customer equipment, wherein the first customer service agent provides, in accordance with the monitoring, an assessment of a customer mood to the second customer service agent; anddetermining, by the processing system based on the assessment, whether to associate an additional customer service resource with the customer service session.2. The ...

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Номер записи: 75
09-02-2017 дата публикации

SYSTEM AND METHOD FOR AUTOMATICALLY AUTHENTICATING A CALLER

Номер: US20170039573A1
Автор: Martin Christopher D.
Принадлежит:

Systems and methods include an input interface that receives registration information including a contact number input into a mobile device of a user, a call interface that transmits a call signal to a call center system, wherein the call signal comprises the call signal contact number that placed a call associated with the call signal and a communication interface that transmits the registration information to a profile database that stores the registration information as a profile for authenticating the mobile device user and identifying information from the mobile device of the user during the call. The call center system includes a call authentication processor that retrieves the user profile, an authentication interface that receives the identifying information, and an authentication processor that compares the identifying information with the user profile, and routes the call on an authenticated call path if the identifying information at least partially matches the user profile. 1. A system , comprising:a registration interface that receives, via a network, registration information from a mobile device of a user;a database that stores the registration information including a contact number in a database as a profile for authenticating the mobile device user;a call center system that receives a call signal, wherein the call signal comprises a call signal contact number for a mobile device that placed a call associated with the call signal;a call authentication processor that retrieves the user profile based on the call signal contact number and stores the user profile for a predetermined amount of time;an authentication interface that receives identifying information from the mobile device of the user during the call; andan authentication processor that compares the identifying information with the user profile, and routes the call on an authenticated call path if the identifying information is received within the predetermined amount of time and at least ...

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Номер записи: 76
04-02-2021 дата публикации

METHOD AND SYSTEM FOR FRAUD CLUSTERING BY CONTENT AND BIOMETRICS ANALYSIS

Номер: US20210037137A1
Автор: BAR Galya Julya, BAR Yaara, DAISEY MOMIKA Michal, FRENKEL Roman, KALMAN HAREL ltay, KERET Matan, SHTERNHARTS Roman
Принадлежит:

A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis, is provided herein. The computer-implemented method includes: (i) collecting call interaction; (ii) storing the collected call interactions; (iii) performing a first type analysis to cluster the call interactions into ranked clusters and storing the ranked clusters in a clusters database; (iv) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters; the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa, (v) enabling a user to repeat steps (iii) and (iv); (vi) retrieving from the ranked clusters, a list of fraudsters; and transmitting the list of potential fraudsters to an application to display to a user said list of potential fraudsters via a display unit. 1. A computer-implemented method for proactive fraudster exposure in a customer service center according to content analysis and voice biometrics analysis , the computer-implemented method comprising: 'wherein the collecting is based on predefined rules by a calls collection engine,', '(a) collecting call interactions from a database of recorded calls in a customer service channel,'}(b) storing the collected call interactions in an interactions database;(c) performing a first type analysis to cluster the call interactions in the interactions database into ranked clusters and storing the ranked clusters in a clusters database;(d) performing a second type analysis on a predefined amount of the highest ranked clusters, into ranked clusters and storing the ranked clusters in a clusters database;wherein the first type analysis is a content analysis and the second type analysis is a voice biometrics analysis, or vice versa,enabling a user to repeat steps (c) and (d);retrieving from the ranked clusters in the clusters ...

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Номер записи: 77
09-02-2017 дата публикации

System and Method for Indexing Automated Telephone Systems

Номер: US20170041466A1
Автор: Dahan Jean-David
Принадлежит:

A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides callers with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number. 1. A computerized system for indexing a telephone response system having a plurality of subset nodes , the computerized system comprising:a database configured for storing telephone system node information;an interface configured to obtain an input telephone number;a telephone subnet crawler configured to navigate telephone system nodes of the input telephone number;a recorder configured to record telephone system node information;a translator configured to translate the telephone system node information into text or computer code;a node comparison module configured to compare the text or computer code to nodes that already exist in the database and determine if a new telephone response system is reached; andan analyzer module configured to store the text or computer code when the new telephone response system is reached.2. The computerized system of claim 1 , further configured to crawl subnets of the new telephone response system.3. The computerized system of claim 2 , further configured to determine if all ...

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Номер записи: 78
07-02-2019 дата публикации

METHOD AND APPARATUS FOR TRAINING OF CONVERSATIONAL AGENTS

Номер: US20190043483A1
Автор: Chakraborty Abir, Duthaluru Vidhya, Rallapalli Sruti
Принадлежит:

A computer-implemented method and an apparatus for facilitating training of conversational agents are disclosed. The method includes automatically extracting a workflow associated with each conversation from among a plurality of conversations between agents and customers of an enterprise. The workflow is extracted, at least in part, by encoding one or more utterances associated with the respective conversation and mapping the encoded one or more utterances to predefined workflow stages. A clustering of the plurality of conversations is performed based on a similarity among respective extracted workflows. The clustering of the plurality of conversations configures a plurality of workflow groups. At least one conversational agent is trained in customer engagement using a set of conversations associated with at least one workflow group from among the plurality of workflow groups. 1. A computer-implemented method comprising:automatically extracting, by an apparatus, a workflow associated with each conversation from among a plurality of conversations between agents and customers of an enterprise, the workflow extracted, at least in part, by encoding one or more utterances associated with the respective conversation and mapping the encoded one or more utterances to predefined workflow stages;performing, by the apparatus, a clustering of the plurality of conversations based on a similarity among respective extracted workflows, the clustering of the plurality of conversations configuring a plurality of workflow groups; andtraining, by the apparatus, at least one conversational agent in customer engagement, the at least one conversational agent trained using a set of conversations associated with at least one workflow group from among the plurality of workflow groups.2. The method as claimed in claim 1 , further comprising:receiving, by the apparatus, a transcript corresponding to each conversation from among the plurality of conversations, the transcript comprising a ...

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Номер записи: 79
07-02-2019 дата публикации

AUTOMATED RECOGNITION SYSTEM FOR NATURAL LANGUAGE UNDERSTANDING

Номер: US20190043484A1
Автор: Carus Alwin B, Lapshina Larissa, Yeracaris Yoryos
Принадлежит:

An interactive response system directs input to a software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced recognition and expert systems. The system utilizes human “intent analysts” for purposes of interpreting customer input. Automated recognition subsystems are trained by coupling customer input with IA-selected intent corresponding to the input, using model-updating subsystems to develop the training information for the automated recognition subsystems. 1. A system for processing an interaction with a person , comprising:a routing processor configured to receive data representing an input provided by the person;an analyst user interface device in communication with the routing processor, configured to present to at least one human analyst information related to the input in perceptible form and to accept an intent from the at least one human analyst; and receive the information and the intent;', 'select a target vocabulary based on a business meaning corresponding to the input as determined by the at least one human analyst;', 'train a second model used by the real-time ASR responsive to the statistics.', 'train a first model used by a training ASR and generated based at least in part on the information and the intent and using the target vocabulary to interpret the input, the training ASR configured to generate statistics responsive to the information; and'}], 'a training subsystem configured to2. The system of claim 1 , the system further comprising a real-time automated speech recognizer (ASR) in communication with the routing processor and configured to receive therefore the data claim 1 , wherein the training subsystem is configured to train the real-time ASR by updating the second model.3. The system of claim 1 , the system further comprising a real-time automated speech recognizer (ASR) in communication with the routing processor and configured to receive therefore the data claim 1 , ...

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Номер записи: 80
19-02-2015 дата публикации

System and method for deep dialing phone systems

Номер: US20150049866A1
Автор: Jason P. Bigue, Shai Berger
Принадлежит: FonCloud Inc

An independent communication system (ICS) used in a transaction between a waiting party and a queuing party is adapted to connect to a particular node in an interactive voice response (IVR), wherein the queuing party has the IVR and the IVR has a plurality of nodes.

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Номер записи: 81
07-02-2019 дата публикации

SYSTEM AND METHOD FOR PROVIDING SELF-SERVICE WHILE ON HOLD DURING A CUSTOMER INTERACTION

Номер: US20190045053A1
Автор: Desai Prashant, POI Parind S.
Принадлежит:

The invention relates to a customer interaction management system that comprises a memory, an input and a computer processor programmed to: interact, via a first communication channel, with the customer via an automate self-service feature; receive a customer input to opt out of the automated self-service feature; place the customer in a queue with an estimated wait time; determine whether the estimated wait time exceeds a threshold wait time; engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel; and maintain the customer's place in the queue while the customer interacts with the self-service on hold. 120-. (canceled)21. A customer interaction management system comprising:a memory that stores and manages customer profile data and customer interaction data;an input that receives a voice input from a customer; anda computer processor, coupled to the memory and the voice input, programmed to:interact, via a first communication channel, with the customer via an automated self-service feature to address a current customer issue relating to a customer account;receive a customer input to opt out of the automated self-service feature;place the customer in a queue with an estimated wait time;determine whether the estimated wait time exceeds a threshold wait time;engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel, wherein the second communication channel comprises a messaging channel to address the current customer issue;maintain the customer's place in the queue while the customer interacts with the self-service on hold feature;determine the customer's progress in resolving the current customer issue during the self-service on hold feature; andprovide an option to the customer to continue with the second communication channel and adjust the customer's place in the queue;when an agent becomes available, provide ...

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Номер записи: 82
16-02-2017 дата публикации

Computer-Implemented System And Method For Performing Distributed Speech Recognition

Номер: US20170047070A1
Автор: Odinak Gilad
Принадлежит:

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. 1. A computer-implemented system for performing distributed speech recognition , comprising:audio data;a grammar module to simultaneously provide a main grammar and secondary grammars for the audio data, wherein each secondary grammar comprises an independent grammar;a speech recognition module to simultaneously perform speech recognition on the audio data using each secondary grammar;a new grammar module to construct a new grammar for the audio data based on the main grammar template using results of the speech recognition; anda further speech recognition module to perform further speech recognition on the audio data using the new grammar.2. A system according to claim 1 , further comprising:a prompt module to transmit prompts to a telephony interface, wherein the prompts comprise call information provided in at least one of a file and script; anda receipt module to receive from a caller the audio data in reply to one or more of the transmitted prompts.3. A system according to claim 2 , further comprising:a selection module to select at least one of the prompts for playback to the caller.4. A system according to claim 2 , further comprising at least one of:a playback module to automatically play the prompt to the caller when the file comprises speech; anda conversion module to convert the prompt into speech for playback to the caller when the prompt comprises text.5. A system according to claim 1 , further ...

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Номер записи: 83
18-02-2016 дата публикации

Call Center Call-Back Push Notifications

Номер: US20160050320A1
Автор: Arln Pavan Kumar, Montenegro Dennis Emmanuel, Nandanuru Prasanth, Yevanna Yejjala
Принадлежит:

A method for creating a push notification at a call center includes: receiving a call from a caller device; receiving, from the caller device, caller identification information; receiving, from the caller device, an inquiry; generating an encrypted token including the caller identification information and the inquiry; and when an agent is available, sending a push notification to the caller device for connecting the caller to the agent, the push notification being associated with the encrypted token, and wherein the agent uses the caller identification information from the encrypted token when the agent is addressing the inquiry. 1. A method for creating a push notification at a call center using a server computing device , the method comprising:receiving a call from a caller device;receiving, from the caller device, caller identification information;receiving, from the caller device, an inquiry;sending, to the caller device, an option to enroll in a push notification, wherein sending the option is based in part on an availability of an agent;based on a response to enroll in push notifications, receiving, from the caller device, call information, wherein call information comprises one or more of: caller availability information, and caller preferred contact information;generating an encrypted token including the caller identification information, the call information, the inquiry, and contextual information associated with the inquiry; andbased on the caller availability information and an availability of the agent, sending the push notification to the caller device for connecting the caller device to the agent, the push notification being associated with the encrypted token, and wherein the agent uses the caller identification information and the contextual information associated with the inquiry from the encrypted token when the agent addresses the inquiry.2. The method of further comprising:identifying the agent based at least in part on the inquiry;determining a ...

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Номер записи: 84
18-02-2016 дата публикации

Live Video Communications System

Номер: US20160050389A1
Автор: Alex Fiero
Принадлежит: Individual

A live video communications system that enables clients to monitor media views and user interaction with media files. The system also enables clients and content owners to communicate with content viewers and users and enter into dialog with them. The system also enables users to communicate with content owners, and/or sales reps and enter into dialog with them. The system also enables clients to PUSH data to users.

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Номер записи: 85
06-02-2020 дата публикации

SYSTEMS AND METHODS FOR PROVIDING AUTOMATED PROGRESS UPDATES IN A CONTACT CENTER

Номер: US20200045092A1
Автор: "DArcy Paul", "OConnor Neil", Yoakum John H.
Принадлежит:

Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction. 1. A method for providing automated progress updates in a contact center , the method comprising:detecting, by a processor, an activity by a resource of the contact center related to a customer interaction, wherein the customer interaction occurs via a customer communications channel between the resource and a customer, the activity comprising an interaction occurring via a second communications channel between the resource and one or more additional resources associated with the contact center;in response to detecting the activity by the resource that is occurring via the second communications channel, automatically generating, by the processor, based on the activity, a notification comprising a progress update related to the customer interaction; andtransmitting, by the processor, via the customer communications channel, the notification to a customer device associated with the customer interaction.2. The method of claim 1 , further comprising:applying, by the processor, one or more filter rules relating to the transmission of the notification to the customer device.3. The method of claim 2 , further comprising:repeating, by the processor, based on the application of the one or more filter rules, a transmission of a previous notification to the customer ...

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Номер записи: 86
06-02-2020 дата публикации

PERSONAL EMERGENCY TRIGGERING, NOTIFICATION AND COMMUNICATION FOR SMARTWATCHES

Номер: US20200045161A1
Автор: COHEN Morgan
Принадлежит:

A wearable mobile device executes a personal safety service client application to detect activation of a periodic safety confirmation mode, wherein the activation is detected from a first user input received by the wearable mobile device, receive, from a personal safety service server, a request for safety confirmation, and detect a safety confirmation event, wherein the safety confirmation event is detected from a second user input received by the wearable mobile device. The personal safety service client application is further to provide an indication of the safety confirmation event to the personal safety service server, wherein the personal safety service server is configured to send a notification message via a push notification displayed on user devices of a predefined group of emergency contacts indicating the occurrence of an emergency if the indication of the safety confirmation event is not received within a first pre-defined time interval and periodically receive additional requests for safety confirmation, wherein each additional request for safety confirmation is received after a second pre-defined time interval has passed. 1. A method comprising:detecting activation of a periodic safety confirmation mode, wherein the activation is detected from a first user input received by a smartwatch;receiving, from a personal safety service server, a request for safety confirmation;detecting a safety confirmation event, wherein the safety confirmation event is detected from a second user input received by a smartwatch;providing an indication of the safety confirmation event to the personal safety service server, wherein the personal safety service server is configured to send a notification message via a push notification displayed on user devices of a predefined group of emergency contacts indicating the occurrence of an emergency if the indication of the safety confirmation event is not received within a first pre-defined time interval; andperiodically receiving ...

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Номер записи: 87
19-02-2015 дата публикации

Systems and methods for query input via telephony devices

Номер: US20150051952A1
Автор: Ben L. Kirkpatrick, Eric Chunyi Chou, Mark N. Kelly
Принадлежит: Amazon Technologies Inc

Providers of goods and services may desire human input regarding the products that they offer. A vocal query service provides a mechanism to present queries to human respondents. A human respondent may be presented with information and subsequently queried as to their opinion. The respondents receiving the query may be selected based upon profiles containing demographic information, interest information, desired contact time, and the like. Prospective respondents may be contacted via a personal telephone at a time of their choosing and may choose whether or not to respond. During the query, should a respondent require assistance, the respondent may be contact a customer service agent. Query respondents may be motivated to participate, as the query is designed to appeal to respondent's interest and is presented at a convenient time. The query service may also increase the customer service agents to expand the query to additional human respondents in near-real time.

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Номер записи: 88
26-02-2015 дата публикации

OUTBOUND PACING MECHANISM FOR IVR

Номер: US20150055773A1
Автор: Brimshan Michael
Принадлежит: CELLCO PARTNERSHIP D/B/A VERIZON WIRELESS

A pacing system and method for determining information related to a state of a call queue of an automatic call distributor (ACD). The information is based on a number of calls in the ACD queue waiting to be connected to a live agent. The pacing system and method controls a number of outbound calls being made by the IVR based system to a number of end users based on the information related to the ACD queue state. 1. A pacing method comprising the steps of:determining, by an administrative application executed on a processor of an interactive voice response (IVR) based system, automatic call distributor (ACD) queue data stored in a memory device of the IVR based system, the ACD queue data related to a state of the ACD queue for each of a plurality of campaigns, the ACD queue data including a number of calls in the ACD queue (ACD CALLS IN QUEUE) for each respective campaign waiting to be connected to a live agent through ports of the IVR based system;performing, by a pacer executed on the processor of the IVR based system, the steps of: 1) comparing the number of calls in the ACD queue (ACD CALLS IN QUEUE) to a queue threshold, and 2) setting a number of ports (PORT NUM) to be used for the outbound calls based at least in part on a result of the comparison in step 1 and not to exceed a maximum number of ports; andcontrolling separately for each respective campaign, by the pacer, a number of outbound calls being made through the ports of the IVR based system to a number of end user devices in each respective campaign based on the set number of ports (PORT NUM).2. The pacing method of claim 1 , further comprising:determining, by the pacer, a number of ports to be used for dialing the outbound calls to the number of end users; andsending, by the pacer, the number of ports to the IVR to instruct the IVR to place the outbound calls.3. The pacing method of claim 1 , further comprising:retrieving, by the administrative application, the information related to the ACD queue ...

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Номер записи: 89
14-02-2019 дата публикации

METHOD, SYSTEM AND APPARATUS FOR VISUAL PROGRAMMING OF INTERACTION WORKFLOWS FOR OMNI-CHANNEL CUSTOMER CONTACT CENTERS WITH INTEGRATED CUSTOMER RELATIONSHIP MANAGEMENT

Номер: US20190050206A1
Автор: Cavalcante Fabio Vital
Принадлежит:

A method, apparatus and system for achieving visual programming of interaction workflows for customer contact centers which eliminates the need for skilled computer telephony interaction programmers to program the screen pops and workflows that are presented to live-agent customer service representatives in a contact center. Further, the disclosed method and apparatus enables integration of contact information from omni-channel systems, as well as customer relationship management (“CRM”) data, data collected from interactive voice response (“IVR”) systems, and data pulled from third-party databases, into the screen pops and workflows in a way that is agnostic as to the type or protocol of the PBX switch, the IVR system and the CRM system utilized by a particular call center, by facilitating a level of abstraction and data flow between and among these components. 1. A method for visually programming a computer to create at least one executable interaction workflow for a contact center live-agent , using a processor , a computer display and a memory storing a plurality of activities , comprising:using the processor to present a visual programming environment on the computer display;using the processor and the memory to provide the plurality of activities for selection within the visual programming environment;wherein each of the plurality of activities is a software object that is stored in the memory and linked to a displayable visual symbol within the visual programming environment;wherein each of said plurality of activities further comprises software for performing at least one task in conjunction with a host system for the contact center, comprising: gathering information, handling information, handling an interrupt, executing decisional logic, presenting a workspace or presenting a screen pop on a computer display for a live-agent;wherein at least one of the plurality of activities is linked to a listener, said listener comprising software code for collecting ...

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Номер записи: 90
03-03-2022 дата публикации

SYSTEMS AND METHODS RELATING TO ASYNCHRONOUS RESOLUTION OF CUSTOMER REQUESTS IN CONTACT CENTER

Номер: US20220070296A1
Автор: FRIIO ANDREA
Принадлежит: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

A method for resolving customer requests that includes: providing a personal bot assistant and an asynchronous resolution facilitator; receiving a customer request from a first customer and producing a transcript thereof; determining an intent based on the transcript and customer information relating to the determined intent; transmitting an initial set of data to the asynchronous resolution facilitator and assembling therefrom a resolution package that includes an agent interface showing information required to expeditiously resolve the customer request including one or more recommended business processes; displaying the agent interface on a screen of the agent device; receiving input from the agent device that indicates the agent has completed preparing a resolution for the customer request; and providing notification to the first customer of the achieved resolution via the personal device of the first customer. 1. A computer-implemented method for resolving customer requests at a contact center , wherein the contact center comprises a customer service organization having agents that interact with customers to resolve the customer requests , the method comprising:providing a personal bot assistant, the personal bot assistant comprising an application running on the personal device of the first customer; receiving a customer request from a first customer, the first customer request being received in a first conversation between the first customer and the personal assistant bot via a personal device corresponding to the first customer;', 'producing a transcript of the first conversation;', 'determining an intent of the customer request based on the transcript;', 'determining customer information relating to the first customer relevant to the determined intent;', 'transmitting an initial set of data to the asynchronous resolution facilitator, the initial set of data including the transcript of the first conversation, the determined intent of the customer request, and ...

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Номер записи: 91
13-02-2020 дата публикации

DETERMINISTIC MULTI-LENGTH SLIDING WINDOW PROTOCOL FOR CONTIGUOUS STRING ENTITY

Номер: US20200051552A1
Автор: Asumu Donatus, Kothuvatiparambil Viju, Shanmugam Maruthi Z.
Принадлежит:

A system for extracting verifiable entities from a user-utterance received on an automated calling service is provided. The system may include a receiver configured to receive a user-utterance, a processor and a non-transitory computer-readable media comprising computer-executable instructions. The processor may be configured to execute the instructions which, canonicalize the user-utterance into a plurality of tokens, determine the number of tokens of the user-utterance, and generate, using a sliding-window protocol, a comprehensive number of n-gram sequences from the user-utterance. The processor may be configured to process a plurality of threads of execution that may include a series of actions executed on the n-gram sequences to identify and extract verified entities from the user-utterance. 1. A method for extracting verifiable entities from a user-utterance received on an automated calling service , the method comprising:receiving a user-utterance;canonicalizing the user-utterance into a plurality of tokens;determining the number of tokens of the user-utterance;generating, using a sliding-window protocol, a comprehensive number of n-gram sequences from the user-utterance, the number of n-gram sequences equal to the number of determined tokens, each n-gram sequence including a window-size equal to a value of n in the n-gram sequence;retrieving a first n-gram from each n-gram sequence; [ 'in the event that the first n-gram or the subsequent n-gram is not determined to be verifiable, the method further comprising, retrieving the subsequent n-gram from each n-gram sequence and repeating the series of actions for the subsequent n-gram;', 'determining the first n-gram or a subsequent n-gram to be verifiable, said verifiable verifying the n-gram including a noun;'}, 'in the event that an entity-verifier associated with the verified n-gram is not found in the database, the method further comprising, retrieving the subsequent n-gram from each n-gram sequence and ...

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Номер записи: 92
22-02-2018 дата публикации

METHOD AND SYSTEM FOR CONTEXT SENSITIVE INTELLIGENT VIRTUAL AGENTS

Номер: US20180054523A1
Автор: Li Jie, Yi Xing, Zeng Huajun, Zhang Yi
Принадлежит:

The present teaching relates to method, system, and medium for a context sensitive virtual agent. When information related to a dialog is received, the current context of the dialog is detected based on the information related to the dialog. In accordance with the detected current context of the dialog, the present teaching switches, with respect to a plurality of resources, to context-relevant resource needed to facilitate the dialog. An action to be taken in the dialog is then determined based on the current context of the dialog and the context-relevant resource. 1. A method implemented on a computer having at least one processor , a storage , and a communication platform for a context sensitive virtual agent , comprising:receiving information related to a dialog;detecting a current context of the dialog based on the information related to the dialog;switching, with respect to a plurality of resources in accordance with the current context, to context-relevant resource needed to facilitate the dialog given the current context; anddetermining an action to be taken in the dialog based on the current context of the dialog and the context-relevant resource.2. The method of claim 1 , wherein the information related to the dialog includes at least one of conversations occurred in the dialog and a dialog state characterizing the dialog.3. The method of claim 1 , wherein the action to be performed includes at least one of:generating an answer as a response to a user;recommending a product/service to the user; andre-routing the user to a different agent.4. The method of claim 3 , wherein the different agent to be re-routed to the user includes a human agent or a virtual agent claim 3 , wherein the re-routing initiates a new dialog.5. The method of claim 1 , wherein the plurality of resources include at least one of:one or more databases storing information associated with at least one of publishers, users, virtual agents, and domain knowledge; andat least one virtual ...

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Номер записи: 93
22-02-2018 дата публикации

System and Method for Omnichannel User Engagement and Response

Номер: US20180054524A1
Автор: Berger Shai, Bigue Jason, Dahan Jean-David, Pultz Michael
Принадлежит:

A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides a waiting party with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number. 1. An omnichannel system comprising:an interface configured to receive a request from a user;a chatbot, in communication with the interface, and configured to fulfill the request by accessing a third party database;an independent communications system, in communication with the interface and the chatbot, and configured to fulfill the request by holding a virtual spot in an automated telephone response system related to the request.2. The omnichannel of further comprising a telephone module in communication with the telephone and configured to initiate a callback to the user.3. An omnichannel system comprising a local interface in communication with a cloud based speech-to-text module and/or text-to-speech (STT/TSS) module in a first cloud platform in communication with the local interface claim 1 , a cloud based natural language processing module in a second cloud platform in communication with the first cloud platform claim 1 , the omnichannel system configured to receive a request from a user using the ...

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Номер записи: 94
23-02-2017 дата публикации

SYSTEM AND METHOD FOR ESTIMATED BEST PATH PREDICTION

Номер: US20170054852A1
Автор: Bourke James, Gilani Adeel, McGreevy John, Reilly John
Принадлежит:

A method of responding to an incoming contact at a contact center includes receiving the incoming contact from a user device associated with a user; determining an attribute related to the user; and identifying historical contact interactions of the contact center that each have a respective attribute matching the attribute related to the user. Thus, based on the identified historical contact interactions, a next action associated with the contact can be predicted in order to provide dynamically modifying, during handling of the incoming contact, a default path for handling the incoming contact based on the predicted next action. 1. A method of responding to an incoming contact at a contact center , comprising:receiving, by a server of the contact center, the incoming contact from a user device associated with a user;determining, by the server of the contact center, an attribute related to the user;identifying, by the server of the contact center, historical contact interactions of the contact center that each have a respective attribute matching the attribute related to the user;based on the identified historical contact interactions, predicting, by the server of the contact center, a next action associated with the incoming contact; anddynamically modifying during handling of the incoming contact, by the server of the contact center, a default path for handling the incoming contact based on the predicted next action.2. The method of claim 1 , wherein the default path for handling the incoming contact comprises an interactive voice response (IVR) system.3. The method of claim 2 , wherein dynamically modifying the default path comprises adjusting a menu tree of the IVR system.4. The method of claim 3 , wherein dynamically modifying the default path comprises adjusting a set of options selected for inclusion in the menu tree.5. The method of claim 3 , wherein dynamically modifying the default path comprises adjusting a presentation order of options included in the ...

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Номер записи: 95
13-02-2020 дата публикации

System, Method, and Apparatus for Providing Help

Номер: US20200053218A1
Автор: Gray Mark Edward
Принадлежит: Ways Investments, LLC

A system for providing help includes at least one digital assistant, a wireless data interface for connecting the digital assistants to a server, and battery backup. A plurality of agent computers is connected to the server by a data network. Each of the at least one digital assistants is preprogrammed and centrally managed with at least one skill for recognizing a preprogrammed specific utterance and each of the at least one digital assistants is pre-configured to connect with the wireless data interface. After the preprogrammed specific utterance is detected by one of the digital assistants, that digital assistant initiates a request for help to the server and upon receiving the request for the help, the server assigns one of the agent computers and forwards the request for help to the one of the agent computers. 1. A system for providing help , the system comprising:a digital assistant;a wireless data interface for connecting the at least one digital assistant to a server, the wireless data interface housed together with a battery backup power supply, the battery backup power supply providing power to the digital assistant;a plurality of agent computers, each of the plurality of agent computers connected to the server by a data network;whereas the digital assistant is preprogrammed with at least one skill, the at least one skill including the skill for recognizing a preprogrammed specific utterance and the digital assistant is pre-configured to connect with the wireless data interface;whereas after the preprogrammed specific utterance is detected by the digital assistant, the digital assistant initiates a request for help to the server through the wireless data interface; andwhereas after receiving the request for the help, the server assigns one of the agent computers and forwards the request for the help to the one of the agent computers.2. The system of claim 1 , wherein the wireless data interface is a mobile hotspot.3. The system of claim 2 , wherein the ...

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Номер записи: 96
13-02-2020 дата публикации

ELECTRONIC DEVICE FOR PERFORMING TASK INCLUDING CALL IN RESPONSE TO USER UTTERANCE AND OPERATION METHOD THEREOF

Номер: US20200053219A1
Автор: JEONG Eunsu, JUNG JiHyun, KIM Juyeoung, KIM Kwangyoun, KIM Woochan, KIM Yusic, SUH Jaeeun
Принадлежит:

An electronic device includes: a microphone; a speaker; a touchscreen display; a communication circuit; at least one processor; and a memory storing instructions that, when executed, cause the at least one processor to: receive a first user input; identify a service provider and a detailed service; select a first menu corresponding to the detailed service from menu information; attempt to connect a call to the service provider; when the call to the service provider is connected, transmit one or more responses until reaching a step corresponding to the first menu; in response to reaching the first menu, determine whether an attendant is connected; in response to completion of connection to the attendant, output a notification indicating that the connection to the attendant has been completed; and in response to reception of a second user input for the output notification, display a screen for a call with the service provider. 1. An electronic device comprising:a microphone;a speaker;a touchscreen display;a communication circuit;at least one processor operatively connected to the microphone, the speaker, the touchscreen display, and the communication circuit; and receive a first user input through the touchscreen display or the microphone;', 'identify a service provider and a detailed service based on at least a part of the first user input;', 'select a first menu corresponding to the detailed service from menu information comprising one or more detailed services provided by the service provider;', 'attempt to connect a call to the service provider using the communication circuit;', 'based on the call to the service provider being connected, control the communication circuit to transmit one or more responses until reaching a step corresponding to the first menu in response to one or more voice prompts provided by the service provider;', 'in response to reaching the first menu, determine whether an attendant is connected based on at least one voice transmitted by the ...

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Номер записи: 97
13-02-2020 дата публикации

Predictive Cross-Platform System

Номер: US20200053220A1
Автор: Batlle Eddie
Принадлежит:

Systems and methods for predictive cross-platform customer service include receiving first data about a service provider system that includes a plurality of customer service platforms. First user interaction rules are determined based on the first data received. A first condition is then determined to exist in the service provider system based on the first data and the first user interaction rules. First instructions for the service provider system are then determined based on the first condition to achieve a customized user response. The first instructions are provided for the service provider system such that the plurality of customer service platforms has access to the first instructions. Second data of a user interaction with at least one customer service platform is received when the first instructions have been executed. The first instructions are updated to second instructions based on the second data received. 1. (canceled)2. A predictive management server , comprising:a non-transitory memory; and determining a first set of instructions based on a first set of data;', 'providing the first set of instructions to a service provider system that includes a plurality of customer service platforms;', 'receiving a second set of data associated with a user interaction with at least one customer service platform of the plurality of customer service platforms after the first set of instructions have been executed by the service provider system;', 'configuring a second set of instructions to direct the user interaction to a first customer service platform of the plurality of customer service platforms over a second customer service platform of the plurality of customer service platforms; and', 'updating the first set of instructions to the second set of instructions based on the second set of data received as a result of the user interaction., 'one or more hardware processors coupled to the non-transitory memory and configured to read instructions from the non- ...

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Номер записи: 98
21-02-2019 дата публикации

SYSTEM AND METHOD FOR AUTOMATICALLY AUTHENTICATING A CALLER

Номер: US20190057394A1
Автор: Martin Christopher D.
Принадлежит:

Embodiments of the disclosed technology include systems and methods that can establish a communication link with a customer device, can receive call information from the customer device, can retrieve a customer profile based on a comparison of the call information to stored call information, and can save the customer profile as temporary profile data. Embodiments can receive identifying information from the customer device and, responsive to determining, based on a comparison of the identifying information to the temporary profile data, that the communication link is authenticated, connect the communication link to an authenticated call path. Responsive to determining that a predetermined amount of time has elapsed without determining that the communication link is authenticated, embodiments can determine that the communication link is unauthenticated and can connect the communication link to an unauthenticated call path and delete the temporary profile data. 116-. (canceled)17. A system comprising:one or more processors; establish a communication link with a customer device associated with a customer of an organization, the organization being associated with the system;', 'receive, from the customer device, call information;', 'compare the received call information to stored call information associated with one or more customer profiles stored in a profile database;', 'responsive to determining that the received call information matches stored call information associated with an identified customer profile of the one or more customer profiles, retrieve the identified customer profile;', 'store, at a temporary storage location, the identified customer profile as temporary profile data;', 'receive, from the customer device, identifying information;', 'compare the received identifying information to the temporary profile data;', 'responsive to determining that at least some of the received identifying information matches at least some of the temporary profile data, ...

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Номер записи: 99
21-02-2019 дата публикации

SYSTEMS AND METHODS FOR PROVIDING AUTOMATED PROGRESS UPDATES IN A CONTACT CENTER

Номер: US20190058744A1
Автор: "DArcy Paul", "OConnor Neil", Yoakum John H.
Принадлежит:

Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction. 1. A method for providing automated progress updates , the method comprising:detecting, by a processor of a contact center, an activity by a resource of the contact center related to a customer interaction, wherein the customer interaction is occurring via a customer communications channel between the resource and a customer and wherein the activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel;in response to detecting the activity by the resource that is occurring via the second communications channel, automatically generating, by the processor, based on the activity, a notification comprising a progress update related to the customer interaction, wherein automatically generating the notification comprises one of selecting a predefined progress update from a notification database or generating the progress update using one or more notification generation rules; andtransmitting, by the processor, via the customer communications channel, the notification to a customer device associated with the customer interaction.2. The method of claim 1 , wherein:the customer interaction comprises a primary media type; andthe notification comprises a same ...

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Номер записи: 100