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11.发明申请公开(公告)号：US20210136208A1
公开(公告)日：2021-05-06
申请号：US16668306
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： Jafar Adibi , Tiago Paiva , Bruno Antunes
IPC: H04M3/51 , G06Q50/00 , G06Q50/26 , G06Q30/00 , G06N3/00 , G06N5/04 , G06N5/02 , G06F16/23 , H04M3/22 , H04M3/42 , G10L15/22 , G10L15/18 , G10L13/047 , G06F16/332
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.
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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
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.
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公开(公告)号：US20210134284A1
公开(公告)日：2021-05-06
申请号：US16668382
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： Jafar Adibi , Tiago Paiva , Bruno Antunes
IPC: G10L15/22 , G06N3/00 , G06N5/04 , G06N5/02 , G06Q30/00 , G10L15/18 , G10L15/02 , G10L13/04 , G10L13/033 , G10L15/30
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.
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14.发明申请公开(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
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.
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15.发明申请公开(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
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.
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Patent Agency Ranking
公开(公告)号：US20210127011A1
公开(公告)日：2021-04-29
申请号：US16668282
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： António Veloso , Alexandre Pinheiro
Abstract: In one embodiment, an entity such as a company may desire to use agents associated with a contact center to handle calls for the company. The company may identify customer categories for the calls such as technical support and billing. Rather than have the company create the rules that are used to select agents to handle calls for each category, the contact center may use historical call data, such as performance metrics and customer satisfaction survey information, to recommend rules to the company for each category. The recommended rules may also be based on the specific industry, field, or sector associated with the company.
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17.发明申请公开(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
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.
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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
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.
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公开(公告)号：US20210117900A1
公开(公告)日：2021-04-22
申请号：US16658780
申请日：2019-10-21
Applicant: Talkdesk, Inc
Inventor： António Veloso , Alexandre Pinheiro
IPC: G06Q10/06 , G06Q10/10 , H04M3/523 , G06F16/909
Abstract: In one embodiment, agents are each assigned a plurality of attributes based on their skills. Each attribute may be associated with a skill such as accounting, technical support, language, etc. In addition, some attributes may have an associated score or proficiency level that describes how proficient the agent is with respect to the attribute. Administrators may then create rules to route communications to agents based on the associated attributes and a customer category that is assigned to the communications.
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公开(公告)号：US20210084169A1
公开(公告)日：2021-03-18
申请号：US16699648
申请日：2019-11-30
Applicant: Talkdesk, Inc.
Inventor： Tiago Paiva
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.
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