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    BLOCKCHAIN-ENABLED CONTACT CENTER
    4.
    发明申请
    BLOCKCHAIN-ENABLED CONTACT CENTER 有权

    公开(公告)号：US20210135876A1

    公开(公告)日：2021-05-06

    申请号：US16670217

    申请日：2019-10-31

    Applicant: Talkdesk, Inc.

    Inventor： Jafar Adibi

    IPC: H04L9/32 ,  H04L9/08 ,  H04L9/06 ,  G06Q20/38

    Abstract: Disclosed is a contact center that stores data related to a consumer in a blockchain. More specifically, disclosed is a methodology for conducting and concluding a communication with the consumer; creating a record of the communication; encrypting the record of the communication with asymmetric cryptography; and updating the blockchain with the record of the communication.

    METHODS AND SYSTEMS FOR CHAT ADVERTISEMENT IN DATA MANAGEMENT PLATFORM FOR CONTACT CENTER
    6.
    发明申请
    METHODS AND SYSTEMS FOR CHAT ADVERTISEMENT IN DATA MANAGEMENT PLATFORM FOR CONTACT CENTER 有权

    公开(公告)号：US20210133812A1

    公开(公告)日：2021-05-06

    申请号：US16668454

    申请日：2019-10-30

    Applicant: Talkdesk, Inc.

    Inventor： Jafar Adibi

    IPC: G06Q30/02 ,  G06F16/22

    Abstract: A method for chat advertisement includes: monitoring a chat session between a customer and an agent of a contact center; determining an ad based on the monitoring; determining a time or an event to send the ad to the customer; and sending the ad to the customer when the time or the event occurs. A system for chat advertisement includes: a processor configured to monitor a chat session between a customer and an agent, for at least one of context, keywords, tones, emotions, demographics, psychographics, or an identifier of the customer, and to provide an ad to a device of the customer during the chat session pursuant to the monitoring; and a database for storing the ad.

    METHODS AND SYSTEMS FOR PREDICTIVE MARKETING PLATFORM IN DATA MANAGEMENT PLATFORM FOR CONTACT CENTER
    7.
    发明申请
    METHODS AND SYSTEMS FOR PREDICTIVE MARKETING PLATFORM IN DATA MANAGEMENT PLATFORM FOR CONTACT CENTER 有权

    公开(公告)号：US20210133786A1

    公开(公告)日：2021-05-06

    申请号：US16668578

    申请日：2019-10-30

    Applicant: Talkdesk, Inc.

    Inventor： Jafar Adibi

    IPC: G06Q30/02 ,  G06Q10/06 ,  H04M3/51 ,  G06Q50/30

    Abstract: A method for predictive marketing includes: receiving information that an event is expected to happen or is happening; predicting which attributes of customers will be associated with calls or chats directed to the event; predicting which customers will contact a contact center based on the predicted attributes; and taking action based on the predictions. A system for predictive marketing includes: an intelligent database for storing interaction data of customers; and a data management platform (DMP) configured to receive customer data from the intelligent database, analyze the customer data, determine which of the customers will be affected by an event, determine how the customers will be affected by the event, and take action. A predictive marketing platform includes: data sources; and a marketing and ad platform configured to receive data from the data sources, make predictions based on the data; and take action based on the predictions.

    METHODS AND SYSTEMS FOR CUSTOMER IDENTIFIER IN DATA MANAGEMENT PLATFORM FOR CONTACT CENTER
    8.
    发明申请
    METHODS AND SYSTEMS FOR CUSTOMER IDENTIFIER IN DATA MANAGEMENT PLATFORM FOR CONTACT CENTER 有权

    公开(公告)号：US20210125206A1

    公开(公告)日：2021-04-29

    申请号：US16667139

    申请日：2019-10-29

    Applicant: Talkdesk, Inc.

    Inventor： Jafar Adibi

    IPC: G06Q30/02 ,  G06Q30/00 ,  G06F21/32 ,  H04M3/523 ,  H04L29/06

    Abstract: A customer identifier comprises a first segment and a second segment, wherein each segment is directed to at least one feature of a customer, wherein each feature is based on one or more characteristics of the customer or another customer. The one or more characteristics comprises at least one of demographics, voice signature, psychographics, behaviors, or phone number. The behaviors comprise at least one of sentiment of the customer or personality of the customer. Each segment has a weighting. The first segment and the second segment are comprised within a customer fingerprint or a customer DNA. A system for customer identifier for a data management platform (DMP) comprises an analytics and audience insight module configured to perform analytics on data, and provide insights regarding customers; and a dashboard indicating high risk customers, moderate risk customer, and low risk customers.

    DATA MANAGEMENT PLATFORM, METHODS, AND SYSTEMS FOR CONTACT CENTER
    9.
    发明申请
    DATA MANAGEMENT PLATFORM, METHODS, AND SYSTEMS FOR CONTACT CENTER 有权

    公开(公告)号：US20210125203A1

    公开(公告)日：2021-04-29

    申请号：US16666836

    申请日：2019-10-29

    Applicant: Talkdesk, Inc.

    Inventor： Jafar Adibi

    IPC: G06Q30/02 ,  G06Q10/06 ,  G06Q30/00 ,  H04M3/523

    Abstract: A data management platform (DMP) integrates data by anonymously integrating data streams from data sources. The DMP consolidates and unifies audiences for cross channel and contextual targeting. The DMP provides analytics by providing audience insights. The DMP activates against specific segments. The DMP provides insights, such as audience intelligence and segmentation. By integrating the data sets, richer audience profiles can be created. This allows insights to enhance the web experience, fuel strategic direction, and build audience segments for targeting. Insights provide dashboard access for a client's own data, and/or comprehensive data based on multiple clients' data. An intelligent database is a database of data pertaining to agents, users, interactions, and clients. Unique data can be extracted, inferred, and/or correlated from the intelligent database. The intelligent database comprises a repository of every interaction with associated entities and features, and enables real-time analytics and data-driven business decisions.

    GENERATING FEATURELESS SERVICE PROVIDER MATCHES
    10.
    发明申请
    GENERATING FEATURELESS SERVICE PROVIDER MATCHES 有权

    公开(公告)号：US20210056599A1

    公开(公告)日：2021-02-25

    申请号：US16549186

    申请日：2019-08-23

    Applicant: Talkdesk, Inc.

    Inventor： Jafar Adibi

    IPC: G06Q30/02 ,  G06N3/08 ,  H04M3/523

    Abstract: The present disclosure relates to systems, non-transitory computer-readable media, and methods that utilize featureless supervised or unsupervised machine learning to generate service provider match predictions based on raw communication data. In one or more embodiments, the disclosed systems utilize a trained service provider match neural network to generate a service provider match prediction based on raw communication data associated with an incoming audio, text, or video communication. In response to the generated service provider match prediction, the disclosed systems can route the incoming communication to the matched service provider.

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