公开(公告)号：US20180270356A1

公开(公告)日：2018-09-20

申请号：US15980995

申请日：2018-05-16

Applicant: Interactive Intelligence Group, Inc.

Inventor： Alexander G. Dumaine ,  Richard J. Walsh

IPC: H04M3/523 ,  H04M3/51 ,  H04N7/14 ,  G06K9/62 ,  G06K9/00 ,  G06Q30/00 ,  G06Q10/06

CPC classification number: H04M3/5232 ,  G06K9/00268 ,  G06K9/00315 ,  G06K9/6267 ,  G06Q10/063112 ,  G06Q30/016 ,  H04M3/5183 ,  H04M2201/50 ,  H04M2203/2038 ,  H04N7/147

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

公开(公告)号：US10044865B2

公开(公告)日：2018-08-07

申请号：US15612919

申请日：2017-06-02

Applicant: Interactive Intelligence Group, Inc.

Inventor： Alexander G. Dumaine ,  Richard J. Walsh

IPC: H04M3/52 ,  H04M3/523 ,  G06Q10/06 ,  G06Q30/00 ,  G06K9/00 ,  G06K9/62 ,  H04N7/14 ,  H04M3/51

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

公开(公告)号：US20180262616A1

公开(公告)日：2018-09-13

申请号：US15977142

申请日：2018-05-11

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： Kalpit Patel ,  Richard J. Walsh ,  Michael David Snyder

IPC: H04M3/42 ,  H04M3/523 ,  H04L12/58 ,  H04M7/00 ,  G10L15/26 ,  G10L15/32

CPC classification number: H04M3/42382 ,  G10L15/26 ,  G10L15/32 ,  H04L51/04 ,  H04L51/066 ,  H04M3/523 ,  H04M7/0045 ,  H04M2201/40 ,  H04M2201/60

Abstract: Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.