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公开(公告)号：US11783267B2
公开(公告)日：2023-10-10
申请号：US17317536
申请日：2021-05-11
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
IPC: G06Q10/00 , G06F16/00 , G06Q10/0639 , H04L51/02 , G06Q30/016 , H04W88/16 , H04W4/14 , G06Q10/0631 , G06Q10/10 , H04L51/23 , G06F16/17 , G06F16/683 , G06F16/18 , H04L67/50
CPC classification number: G06Q10/06395 , G06F16/1734 , G06F16/1865 , G06F16/685 , G06Q10/06316 , G06Q10/10 , G06Q30/016 , H04L51/02 , H04L51/23 , H04W4/14 , H04W88/16 , H04L67/535
Abstract: A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.
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公开(公告)号：US11588766B2
公开(公告)日：2023-02-21
申请号：US17515064
申请日：2021-10-29
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire , Gavin Sansom
IPC: H04M3/51 , H04M3/28 , H04M7/00 , H04L51/046 , H04L51/02 , H04L43/50 , H04L43/55 , H04L51/214 , H04L41/50 , H04L41/00 , H04L41/14
Abstract: A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.
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公开(公告)号：US10694027B2
公开(公告)日：2020-06-23
申请号：US16351449
申请日：2019-03-12
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
Abstract: A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.
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公开(公告)号：US20190356774A1
公开(公告)日：2019-11-21
申请号：US16362640
申请日：2019-03-23
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
Abstract: A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.
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公开(公告)号：US09888110B2
公开(公告)日：2018-02-06
申请号：US15414592
申请日：2017-01-24
Applicant: Cyara Solutions Pty Ltd.
Inventor： Alok Kulkarni
CPC classification number: H04M3/2227 , G10L17/00 , G10L17/02 , G10L17/04 , G10L17/22 , H04M3/2218 , H04M3/28 , H04M3/323 , H04M3/5175 , H04M3/5183 , H04M3/527 , H04M2201/41 , H04M2203/6054
Abstract: A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.
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Patent Agency Ranking
公开(公告)号：US20170220459A1
公开(公告)日：2017-08-03
申请号：US15491965
申请日：2017-04-19
Applicant: CYARA SOLUTIONS PTY LTD
Inventor： Alok Kulkarni , Geoff Willshire
IPC: G06F11/36
CPC classification number: G06F11/3688 , G06F11/3684 , G06F11/3692 , H04L41/5038 , H04L41/5083 , H04L41/5093 , H04L43/50 , H04L51/02 , H04L51/046 , H04L51/14 , H04L67/02 , H04M3/28 , H04M3/323 , H04M3/5133 , H04M3/5175
Abstract: A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.
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公开(公告)号：US20160323215A1
公开(公告)日：2016-11-03
申请号：US15207483
申请日：2016-07-11
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
CPC classification number: H04L51/046 , H04L41/00 , H04L41/14 , H04L43/50 , H04L51/02 , H04L51/14 , H04M3/28 , H04M3/5175 , H04M3/5191 , H04M7/0045
Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
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公开(公告)号：US09137183B2
公开(公告)日：2015-09-15
申请号：US14140449
申请日：2013-12-24
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
CPC classification number: H04L51/046 , H04L41/00 , H04L41/14 , H04L43/50 , H04L51/02 , H04L51/14 , H04M3/28 , H04M3/5175 , H04M3/5191 , H04M7/0045
Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
Abstract translation: 一种灵活和可扩展的基于自动聊天的联络中心测试系统，包括一个测试用例管理平台，“聊天室”，联络中心经理，聊天分类器和桌面自动化引擎，以及使用这样的系统进行自动化测试的方法 联络中心的基于聊天的互动环境和测试结果报告。
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公开(公告)号：US20150244857A1
公开(公告)日：2015-08-27
申请号：US14709252
申请日：2015-05-11
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
CPC classification number: H04M3/323 , G10L25/60 , H04M3/2236 , H04M3/51 , H04M3/5183 , H04R5/027
Abstract: A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.
Abstract translation: 一种用于自动音频质量测试的系统，包括多个端点仿真器，呼叫引擎，以及可选的音频发生器设备和头部和躯干模拟器设备，以及一种使用这样的系统来测试各种系统架构上的音频质量的方法，用于 优化联络中心运营和改善客户体验。
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公开(公告)号：US20140098948A1
公开(公告)日：2014-04-10
申请号：US14140449
申请日：2013-12-24
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
IPC: H04M3/51
CPC classification number: H04L51/046 , H04L41/00 , H04L41/14 , H04L43/50 , H04L51/02 , H04L51/14 , H04M3/28 , H04M3/5175 , H04M3/5191 , H04M7/0045
Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
Abstract translation: 一种灵活和可扩展的基于自动聊天的联络中心测试系统，包括一个测试用例管理平台，“聊天室”，联络中心经理，聊天分类器和桌面自动化引擎，以及使用这样的系统进行自动化测试的方法 联络中心的基于聊天的互动环境和测试结果报告。
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