公开(公告)号：US12101433B2

公开(公告)日：2024-09-24

申请号：US17173756

申请日：2021-02-11

申请人： Ari Kahn

发明人： Ari Kahn

IPC分类号： H04M11/00 ,  H04L12/44 ,  H04L65/1033 ,  H04L65/1046 ,  H04L65/1104 ,  H04M1/66 ,  H04M7/00 ,  H04M15/18 ,  H04M15/00

CPC分类号： H04M15/18 ,  H04L12/44 ,  H04L65/1033 ,  H04L65/1046 ,  H04L65/1104 ,  H04M1/66 ,  H04M7/0066 ,  H04M7/0078 ,  H04M15/751 ,  H04M2203/15 ,  H04M2203/158 ,  H04M2203/551 ,  H04M2215/202 ,  H04M2215/26 ,  H04M2215/7209 ,  H04Q2213/152

摘要： Asynchronous and/or synchronous telephony protocol systems and methods may include an asynchronous signaling node (ASN) and/or a call duration time quota from a charging onset to place and complete a call based on a first device call request as received from a first user mobile device on a packet switched network. The asynchronous systems include instructions to automatically modify the telephony address with a prefix and destination address when the first device has insufficient or independent balance or upon a network exception; route the modified call signal to the ASN; and deliver and automatically disconnect the call when the call is completed. The synchronous systems are balance-independent and include instructions to automatically set the call duration time quota upon such exception, and deliver and automatically disconnect the call from the second user telephony device when the call is completed or when the call duration time quota is exceeded.

公开(公告)号：US12081703B1

公开(公告)日：2024-09-03

申请号：US18178667

申请日：2023-03-06

申请人： UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)

发明人： Lambros Petropoulos ,  John Michael Lombard ,  Atesmachew Bizuwerk Hailegiorgis

IPC分类号： H04M3/00 ,  G10L25/63 ,  H04L12/66 ,  H04M3/42 ,  H04M3/523 ,  H04M5/00

CPC分类号： H04M3/5234 ,  G10L25/63 ,  H04M3/42059 ,  H04M3/5232 ,  H04M3/5237 ,  H04M3/5238 ,  H04M2203/551

摘要： Systems, methods, and computer program products provide a digital twin of a call center or call center network, including the members, representatives, and algorithms therein. The digital twin can be used to model real-world call centers and call center networks or may be modified to test changes (in the center/network's control such as algorithms or representative staffing, or beyond the center network's controls such as callers) before they are implemented in real-world production environments. Call loads, which may be based on real call loads or generated differently, can be used to test current or contemplated call center/network arrangements. The digital twin can be validated through comparison with data received from the real-world call center(s)/network(s) it models.

公开(公告)号：US12003670B2

公开(公告)日：2024-06-04

申请号：US18129867

申请日：2023-04-02

申请人： inContact INC.

发明人： Salil Dhawan ,  Omkar Joglekar ,  Rahul Vyas

IPC分类号： H04M3/00 ,  G06F17/11 ,  H04M3/51 ,  H04M3/523

CPC分类号： H04M3/5237 ,  G06F17/11 ,  H04M3/5175 ,  H04M3/5238 ,  H04M2203/255 ,  H04M2203/408 ,  H04M2203/551 ,  H04M2203/558

摘要： A computerized-method for redirecting inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold.

公开(公告)号：US20240155051A1

公开(公告)日：2024-05-09

申请号：US18412511

申请日：2024-01-13

申请人： FIRST ORION CORP.

发明人： Robert Francis Piscopo, JR. ,  Jefferson D. Stalnaker

IPC分类号： H04M3/22 ,  H04M3/38 ,  H04M3/42

CPC分类号： H04M3/2281 ,  H04M3/38 ,  H04M3/42102 ,  H04M2203/551 ,  H04M2203/6027 ,  H04M2207/18 ,  H04M2250/60

摘要： An example method of operation may include one or more of identifying an outbound call placed by a mobile device subscribed to a protected carrier network, determining the outbound call is destined for a destination telephone number that was stored in a call history of the mobile device, determining the destination telephone number is a scam call suspect telephone number based on one or more identified call filter parameters associated with the destination telephone number, and forwarding a scam call notification to the mobile device while the outbound call is dialing the destination telephone number.

公开(公告)号：US11936818B1

公开(公告)日：2024-03-19

申请号：US18121812

申请日：2023-03-15

申请人： Massachusetts Mutual Life Insurance Company

发明人： Sears Merritt

IPC分类号： H04M3/523 ,  G06N7/08 ,  G06Q10/0631 ,  G06Q10/0635 ,  G06Q30/016 ,  G06Q30/0251 ,  H04M3/42

CPC分类号： H04M3/5233 ,  G06N7/08 ,  G06Q10/06311 ,  G06Q10/0635 ,  G06Q30/016 ,  G06Q30/0254 ,  G06Q10/063112 ,  H04M3/42068 ,  H04M2203/551 ,  H04M2203/556

摘要： Systems and methods described herein can automatically route an inbound call from an identified customer to one of a plurality of agents, the agent being selected on the basis of likelihood of a favorable outcome. The method determines a predictive model appropriate for the identified customer, with model variables including call center data, and targeted marketing data based upon risk data for the customer. An analytical engine calculates outcome predictions by applying the predictive model to values of model variables over a recent time interval. In a time-series analysis, this calculation is repeated while dynamically adjusting the recent time interval, until identifying a call routing option that satisfies a favorable outcome criterion. This method may be used to select the agent to handle the incoming call, and optionally to select a product for that agent to discuss with the identified customer.

公开(公告)号：US11889020B2

公开(公告)日：2024-01-30

申请号：US17466595

申请日：2021-09-03

申请人： AT&T Intellectual Property I, L.P. ,  AT&T Mobility II LLC

发明人： Vimal Patel ,  Howard Lang ,  Karen Stansbury ,  Derek Baylor ,  James Ibezim ,  Nalini Humphrey ,  Robert Stokey, Jr.

IPC分类号： H04M3/436 ,  H04M3/53 ,  H04M3/42

CPC分类号： H04M3/4365 ,  H04M3/42221 ,  H04M3/53 ,  H04M2201/40 ,  H04M2203/551 ,  H04M2250/60

摘要： Aspects of the subject disclosure may include, for example, detecting, over a network, a call originating from a call originator and intended for a user of a user equipment, responsive to the detecting the call, determining whether to challenge the call originator, based on a determination to challenge the call originator, transmitting a request to the call originator, wherein the request prompts the call originator to specify an identity of the call originator and a purpose for the call, obtaining information from a call originator input responsive to the transmitting the request, deriving enhanced Caller Name or Caller ID data that includes the information, and causing the enhanced Caller Name or Caller ID data to be provided to the user equipment, thereby enabling the user of the user equipment to determine whether to answer the call. Other embodiments are disclosed.

公开(公告)号：US20240031481A1

公开(公告)日：2024-01-25

申请号：US18210715

申请日：2023-06-16

申请人： YouMail, Inc.

发明人： Alexander E. Quilici ,  Michael J. Rudolph

IPC分类号： H04M3/436 ,  H04M3/42

CPC分类号： H04M3/436 ,  H04M3/42059 ,  H04M2203/558 ,  H04M2203/551

摘要： A system and method for dynamically providing safe call back numbers to use to respond to an inbound communication, the method comprising parsing message records from a message server, analyzing the message records for untrustworthy phone numbers by comparing content of the message records to a reference data set that is retrieved from a database, the reference data set including genuine and fraud data wherein the genuine and fraud data includes entities and contact information corresponding to the entities, determining untrustworthy phone numbers in the message records from the analysis, and generating remedy actions based on the determination of the untrustworthy phone numbers.

公开(公告)号：US11790380B2

公开(公告)日：2023-10-17

申请号：US17984665

申请日：2022-11-10

申请人： Nice Ltd.

发明人： Yuval Shachaf ,  Gennadi Lembersky ,  Roy Klein

IPC分类号： G06Q30/0201 ,  H04M3/51 ,  G06Q10/0637 ,  G06Q30/016 ,  G06Q10/0635 ,  H04M3/523

CPC分类号： G06Q30/0201 ,  G06Q10/0635 ,  G06Q10/0637 ,  G06Q30/016 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M2203/551

摘要： A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.

公开(公告)号：US20230269326A1

公开(公告)日：2023-08-24

申请号：US18309675

申请日：2023-04-28

申请人： Future Dial, Inc.

发明人： George Huang ,  Dwight Sing Huang

IPC分类号： H04M3/42 ,  H04W4/16 ,  H04W4/029 ,  H04M3/51

CPC分类号： H04M3/42059 ,  H04M3/42068 ,  H04M3/5183 ,  H04M3/5191 ,  H04W4/029 ,  H04W4/16 ,  H04M2203/551

摘要： A system and method for providing assistance to a customer of a computing device. In one aspect, an incoming call is received from a device of a customer; a check for identification of the customer is done; an event history of the device is obtained; and a solution is provided to the customer using the event history. In another aspect, a method includes: receiving a code from a mobile computing device; and in response to receiving the code, calculating at least one set of data for use in guiding a request of a customer for service to a resource that can provide a suggested remedy. In another aspect, a method includes: identifying a user associated with a mobile computing device; determining an event history of the mobile computing device; and providing guidance to resolve an issue based on the event history.

公开(公告)号：US20230216952A1

公开(公告)日：2023-07-06

申请号：US18176456

申请日：2023-02-28

申请人： FIRST ORION CORP.

发明人： Robert Francis Piscopo, JR. ,  Jefferson D. Stalnaker

IPC分类号： H04M3/22 ,  H04M3/42 ,  H04M3/38

CPC分类号： H04M3/2281 ,  H04M3/38 ,  H04M3/42102 ,  H04M2203/551 ,  H04M2203/6027 ,  H04M2207/18 ,  H04M2250/60

摘要： An example method of operation may include one or more of identifying an outbound call placed by a mobile device subscribed to a protected carrier network, determining the outbound call is destined for a destination telephone number that was stored in a call history of the mobile device, determining the destination telephone number is a scam call suspect telephone number based on one or more identified call filter parameters associated with the destination telephone number, and forwarding a scam call notification to the mobile device while the outbound call is dialing the destination telephone number.