公开(公告)号：US20210133764A1

公开(公告)日：2021-05-06

申请号：US16668378

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Bruno Antunes

IPC: G06Q30/00 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  G06Q50/00 ,  G06F21/32 ,  G10L15/26 ,  G10L15/18

Abstract: A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.

公开(公告)号：US20210132751A1

公开(公告)日：2021-05-06

申请号：US16670964

申请日：2019-10-31

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: G06F3/0482 ,  H04M3/51

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

公开(公告)号：US20210132750A1

公开(公告)日：2021-05-06

申请号：US16670899

申请日：2019-10-31

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: G06F3/0482 ,  H04M3/51

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

公开(公告)号：US20210084167A1

公开(公告)日：2021-03-18

申请号：US16699645

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  H04M3/493 ,  H04M3/523

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

公开(公告)号：US20210084165A1

公开(公告)日：2021-03-18

申请号：US16699639

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/493

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

公开(公告)号：US20210084154A1

公开(公告)日：2021-03-18

申请号：US16699628

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  G06F3/0482

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

公开(公告)号：US20210084151A1

公开(公告)日：2021-03-18

申请号：US16699621

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  G06F3/0482

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

公开(公告)号：US20210006655A1

公开(公告)日：2021-01-07

申请号：US16669662

申请日：2019-10-31

Applicant: Talkdesk, Inc.

Inventor： Rui Gramacho ,  Tiago Paiva

IPC: H04M3/493 ,  H04M3/51 ,  H04W12/00 ,  H04W12/06 ,  H04W8/24 ,  H04M3/42 ,  G10L15/26 ,  G10L15/18

Abstract: Disclosed herein are computer readable medium with instructions for a cloud-based contact center, and corresponding network devices, configured as a mobile virtual network operator (MVNO) that can provide mobile subscription and call services and applications to contact center agents over a third-party communication system.

公开(公告)号：US20210006654A1

公开(公告)日：2021-01-07

申请号：US16669652

申请日：2019-10-31

Applicant: Talkdesk, Inc.

Inventor： Rui Gramacho ,  Tiago Paiva

IPC: H04M3/493 ,  H04W4/60 ,  H04M3/51 ,  H04W12/00 ,  H04W12/06 ,  H04W8/24 ,  H04L29/12 ,  H04M3/42 ,  G10L15/26 ,  G10L15/18

Abstract: Methods for providing a cloud-based contact center solution configured as a mobile virtual network operator (MVNO) that can provide mobile subscription and call services and applications to contact center agents over a third-party communication system (e.g., without the contact center having its own spectrum allocation. Advanced or complex applications and services may thus be maintained/executed in the cloud-based contact center with minimal configuration to the respective mobile device that would use such applications and services.

公开(公告)号：US20210005192A1

公开(公告)日：2021-01-07

申请号：US16668179

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Charanya Kannan ,  Bruno Antunes ,  Joao Carmo ,  Marco Costa

IPC: G10L15/22 ,  G10L15/30 ,  G10L25/63 ,  G10L15/02 ,  G10L15/18 ,  H04M3/51 ,  G06F16/9538 ,  G06F16/2457 ,  G06F16/9535

Abstract: 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.