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公开(公告)号：US20170251107A1
公开(公告)日：2017-08-31
申请号：US15594211
申请日：2017-05-12
Inventor： Herbert W.A. Ristock , Merijn te Booij , Akbar Riahi , Vladimir Mezhibovsky , Kentis Gopalla
CPC classification number: H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
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Patent Agency Ranking
公开(公告)号：US20160065741A1
公开(公告)日：2016-03-03
申请号：US14470913
申请日：2014-08-27
Inventor： Vladimir Mezhibovsky , Herbert Willi Artur Ristock , Merijn te Booij , Akbar Riahi
CPC classification number: H04M3/5233 , G06Q10/06398 , G06Q30/016 , G06Q50/01 , H04M3/5191 , H04M2203/655
Abstract: A system and method for interacting with a contact center system. A processor in the apparatus transmits, over a data channel to the contact center system, a message relating to a product a service. The processor receives, from the contact center system, identification of first and second agents with skills for handling inquiries relating to the product or service. The processor receives, from the contact center system, availability of the first and second agents for engaging in an interaction. In response to receipt of the identification of the first and second agents, the processor retrieves ratings for the first and second agents, where the rating of the first agent is higher than the rating of the second agent. The processor launches an interaction with the first agent.
Abstract translation: 用于与联络中心系统交互的系统和方法。 该设备中的处理器通过数据信道向联络中心系统发送与产品相关的服务的消息。 处理器从联络中心系统接收具有处理与产品或服务有关的查询的技能的第一和第二代理人的识别。 处理器从联络中心系统接收用于参与交互的第一和第二代理的可用性。 响应于接收到第一和第二代理的标识，处理器检索第一和第二代理的评级，其中第一代理的评级高于第二代理的评级。 处理器启动与第一代理程序的交互。
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公开(公告)号：US20160065740A1
公开(公告)日：2016-03-03
申请号：US14470898
申请日：2014-08-27
Inventor： Herbert W.A. Ristock , Merijn te Booij , Akbar Riahi , Vladimir Mezhibovsky , Kentis Gopalla
IPC: H04M3/523
CPC classification number: H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
Abstract translation: 用于管理客户联络中心的交互的系统和方法。 联络中心处理器接收请求以预留用于处理交互的联络中心资源。 处理器还接收有关交互的数据。 处理器基于接收到的数据来识别用于路由交互的路由点。 路由点与由客户而不是联络中心控制的路由逻辑相关联。 处理器将交互路由到所识别的路由点，以便客户控制交互的路由。
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14.发明授权公开(公告)号：US09008283B2
公开(公告)日：2015-04-14
申请号：US13866812
申请日：2013-04-19
Inventor： Akbar Riahi , Herbert Willi Artur Ristock
CPC classification number: H04M3/5166 , G06N99/005 , H04M3/00 , H04M3/4936 , H04M3/5175 , H04M3/5183 , H04M3/5235 , H04M5/00 , H04M2203/401
Abstract: A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile database stored on the storage device, and a customer emotion and mood detection module configured to detect emotions and moods of the customer during an interaction between the customer and the contact center. The intelligent automated agent is configured to run on the processor, take part in the interaction between the customer and the contact center, adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction, and update the accessed profile on the storage device to reflect the interaction.
Abstract translation: 提供了一个用于联络中心的智能自动化代理的客户门户。 客户门户被配置为在耦合到非暂时性存储设备的处理器上运行。 客户门户包括客户简档模块，其被配置为从存储在存储设备上的客户简档数据访问客户的简档，以及客户情绪和情绪检测模块，其被配置为在客户之间的交互期间检测客户的情绪和情绪 和联络中心。 智能自动化代理被配置为在处理器上运行，参与客户和联络中心之间的交互，通过考虑客户访问的配置文件和客户的检测到的情绪和情绪来调整其在交互中的行为 交互，并更新存储设备上访问的配置文件以反映交互。
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15.发明申请公开(公告)号：US20140270109A1
公开(公告)日：2014-09-18
申请号：US13866812
申请日：2013-04-19
Inventor： Akbar Riahi , Herbert Willi Artur Ristock
IPC: H04M3/493
CPC classification number: H04M3/5166 , G06N99/005 , H04M3/00 , H04M3/4936 , H04M3/5175 , H04M3/5183 , H04M3/5235 , H04M5/00 , H04M2203/401
Abstract: A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile database stored on the storage device, and a customer emotion and mood detection module configured to detect emotions and moods of the customer during an interaction between the customer and the contact center. The intelligent automated agent is configured to run on the processor, take part in the interaction between the customer and the contact center, adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction, and update the accessed profile on the storage device to reflect the interaction.
Abstract translation: 提供了一个用于联络中心的智能自动化代理的客户门户。 客户门户被配置为在耦合到非暂时性存储设备的处理器上运行。 客户门户包括客户简档模块，其被配置为从存储在存储设备上的客户简档数据访问客户的简档，以及客户情绪和情绪检测模块，其被配置为在客户之间的交互期间检测客户的情绪和情绪 和联络中心。 智能自动化代理被配置为在处理器上运行，参与客户和联络中心之间的交互，通过考虑客户访问的配置文件和客户的检测到的情绪和情绪来调整其在交互中的行为 交互，并更新存储设备上访问的配置文件以反映交互。
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16.发明申请INTELLIGENT AUTOMATED AGENT AND INTERACTIVE VOICE RESPONSE FOR A CONTACT CENTER 有权智能自动化代理和联络中心的互动语音响应公开(公告)号：US20140270108A1
公开(公告)日：2014-09-18
申请号：US13866793
申请日：2013-04-19
Inventor： Akbar Riahi , Herbert Willi Artur Ristock
CPC classification number: H04M3/5166 , G06N99/005 , H04M3/00 , H04M3/4936 , H04M3/5175 , H04M3/5183 , H04M3/5235 , H04M5/00 , H04M2203/401
Abstract: A system for a contact center includes: a processor; an interactive voice response (IVR) node configured to engage in an incoming interaction from a customer to the contact center by presenting set scripts to the customer and receiving corresponding responses; an intelligent automated agent including an artificial intelligence engine; a call server node configured to route the interaction and the responses to one of a pool of live agents or to the automated agent; and a non-transitory storage device coupled to the processor and configured to store customer profile data built from previous interactions. The automated agent is further configured to retrieve a profile of the customer from the customer profile data during the interaction and to update the retrieved profile on the storage device to reflect the interaction. The artificial intelligence engine is configured to learn knowledge from the interaction and to apply the learned knowledge to future interactions.
Abstract translation: 用于联络中心的系统包括：处理器; 交互式语音响应（IVR）节点，被配置为通过向客户呈现设置的脚本并接收相应的响应来参与从客户到联络中心的传入交互; 智能自动化代理，包括人工智能引擎; 呼叫服务器节点被配置为将交互和响应路由到活动代理池中的一个或自动代理; 以及非瞬时存储设备，其耦合到所述处理器并且被配置为存储从先前交互构建的客户简档数据。 自动化代理还被配置为在交互期间从客户简档数据中检索客户的简档，并且更新存储设备上的检索到的简档以反映交互。 人工智能引擎配置为从互动中学习知识，并将学习的知识应用于未来的交互。
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