公开(公告)号：US20210084149A1

公开(公告)日：2021-03-18

申请号：US16569921

申请日：2019-09-13

Applicant: Talkdesk, Inc

Inventor： Phillip Zeelig ,  Charanya Kannan ,  Bruno Antunes ,  Tiago Paiva

IPC: H04M3/493 ,  H04M3/527 ,  G06Q30/00 ,  G10L15/08 ,  G10L15/22 ,  G10L13/04

Abstract: In one embodiment, a skill is provided that is installed into voice assistants. The skill incorporates functionality from multiple brands, allowing users to interact with multiple brands using a single skill. The brands may have in common a platform that they already use to provide customer support such as a call center. The platform may leverage existing business processes already used to provide customer support, as well as information associated with the brands from external sources such as customer relationship management platforms, to create skill functionality for each brand.

公开(公告)号：US10897538B1

公开(公告)日：2021-01-19

申请号：US16699627

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：US20210005207A1

公开(公告)日：2021-01-07

申请号：US16668259

申请日：2019-10-30

Applicant: Talkdesk, Inc.

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

IPC: G10L17/00 ,  G10L17/06 ,  H04L29/08 ,  G06F16/9538 ,  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.

公开(公告)号：US20210004829A1

公开(公告)日：2021-01-07

申请号：US16668224

申请日：2019-10-30

Applicant: Talkdesk, Inc.

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

IPC: G06Q30/00 ,  H04M3/523 ,  H04M3/51 ,  H04M3/493 ,  H04M11/10 ,  G10L15/26 ,  G10L15/18

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.

公开(公告)号：US20210004824A1

公开(公告)日：2021-01-07

申请号：US16668204

申请日：2019-10-30

Applicant: Talkdesk, Inc.

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

IPC: G06Q30/00 ,  G06Q10/10 ,  G10L15/22 ,  G10L15/18

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.

公开(公告)号：US20210004821A1

公开(公告)日：2021-01-07

申请号：US16668191

申请日：2019-10-30

Applicant: Talkdesk, Inc.

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

IPC: G06Q30/00 ,  G06N5/02 ,  G06F16/248 ,  G10L15/22 ,  G10L15/18

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.

公开(公告)号：US20210004536A1

公开(公告)日：2021-01-07

申请号：US16668170

申请日：2019-10-30

Applicant: Talkdesk, Inc.

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

IPC: G06F40/30 ,  G06F40/205 ,  G06F40/279 ,  H04L29/08 ,  G06F16/903 ,  G06F16/9038 ,  G06Q30/00 ,  G06N20/00 ,  G06N5/04

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.

公开(公告)号：US10812655B1

公开(公告)日：2020-10-20

申请号：US16668343

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Bruno Antunes

IPC: H04M3/51 ,  G10L15/22 ,  G10L13/047 ,  G10L15/18 ,  G10L13/033 ,  G10L13/04

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：US20210136220A1

公开(公告)日：2021-05-06

申请号：US16670952

申请日：2019-10-31

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  G06F3/0482 ,  G10L15/22

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：US20210136217A1

公开(公告)日：2021-05-06

申请号：US16670908

申请日：2019-10-31

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  G06F3/0482 ,  G10L15/22

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.