公开(公告)号：US10929796B1

公开(公告)日：2021-02-23

申请号：US16668847

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Gennadiy Stepanov ,  Jason Fama ,  Richard Lawrence

IPC: H04M3/51 ,  H04M3/523 ,  G06Q10/06 ,  G06Q10/10 ,  G06F16/909

Abstract: Agents are grouped into skill groups based on the skills of each agent. Simulation are performed for a contact center with multiple queues, where agents from the skill groups are assigned to the queues based on the skills of the skill groups and the skills of the queues. After running the simulations, for each skill group and for each interval, the time each agent spent working using each associated skill is determined, and an average time for each skill is calculated for each interval. The average times are used to create a skill group weight for the skill group for each interval. Later, when the schedule engine is determining an agent placement for one or more intervals, the skill group weights for the intervals are used to calculate a score for the queues based on different agent placements. The placement with the best score (e.g., lowest) is implemented.

公开(公告)号：US20230007124A1

公开(公告)日：2023-01-05

申请号：US17403120

申请日：2021-08-16

Applicant: Talkdesk, Inc.

Inventor： Kathy Krucek ,  Filipe Plácido ,  Nuno Eufrasio ,  Rui Palma ,  Joao Salgado ,  Ben Rigby ,  Pedro Andrade ,  Jason Fama

IPC: H04M3/51 ,  G06F40/30 ,  G10L15/18 ,  G10L15/22 ,  G06F40/169 ,  G06F40/289

Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.

公开(公告)号：US20210158266A1

公开(公告)日：2021-05-27

申请号：US16696044

申请日：2019-11-26

Applicant: Talkdesk, Inc.

Inventor： Jason Fama ,  Richard Lawrence

IPC: G06Q10/06 ,  G06N5/04

Abstract: An automated WFM system is provided that automates many of the tasks that were previously handled by a user or administrator associated with the system. The system handles forecast and schedule generation, as well as employee (e.g., agent) requests automatically and without any need for input from a user or administrator. The system minimizes the need for a dedicated employee to handle WFM, and only requests input for a user or administrator as a last resort.

公开(公告)号：US20210117905A1

公开(公告)日：2021-04-22

申请号：US16656160

申请日：2019-10-17

Applicant: Talkdesk, Inc

Inventor： Richard Lawrence ,  Jason Fama

IPC: G06Q10/06 ,  G06Q10/10

Abstract: A system for quickly deploying WFM systems in contact centers is provided. A user or administrator can quickly install a WFM application on a deployment server. The administrator can provide the WFM application access to the contact center data where the WFM application can import data from the contact center about one or more customers, agents, queues, teams, and any other items typically associated with contact centers. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the WFM application may execute one or more workflows to automatically determine information such as maximum and minimum hours, break patterns, and shift data about the agents and teams.

公开(公告)号：US20210081970A1

公开(公告)日：2021-03-18

申请号：US16580124

申请日：2019-09-24

Applicant: Talkdesk, Inc

Inventor： Jason Fama ,  Patrick Russell ,  Richard Lawrence

IPC: G06Q30/02 ,  G06Q10/10 ,  G06Q10/06

Abstract: A surge engine is provided that predicts upcoming surges for a business such as a contact center or a retail environment. The surge engine may receive a schedule for the business that indicates one or more employees or agents that are scheduled to work for each period. The surge engine further receives a customer or workload forecast for each period that is based on historical customer and workload data for the business. The surge engine then predicts a surge for an upcoming period based on the workload forecast for that period and the schedule for that period. The surge engine may further consider real-time data about the busyness of the business when predicting surges. For each predicted surge, the surge engine automatically identifies employees or agents who may be available to work during the predicted surge, and offers them one or more incentives to work during the predicted surge.

公开(公告)号：US10931826B1

公开(公告)日：2021-02-23

申请号：US16668895

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Gennadiy Stepanov ,  Jason Fama ,  Richard Lawrence

IPC: H04M3/51 ,  H04M3/523 ,  G06F30/20

Abstract: Agents are grouped into skill groups based on the skills of each agent. Simulation are performed for a contact center with multiple queues, where agents from the skill groups are assigned to the queues based on the skills of the skill groups and the skills of the queues. After running the simulations, for each skill group and for each interval, the time each agent spent working using each associated skill is determined, and an average time for each skill is calculated for each interval. The average times are used to create a skill group weight for the skill group for each interval. Later, when the schedule engine is determining an agent placement for one or more intervals, the skill group weights for the intervals are used to calculate a score for the queues based on different agent placements. The placement with the best score (e.g., lowest) is implemented.

公开(公告)号：US11677875B2

公开(公告)日：2023-06-13

申请号：US17403120

申请日：2021-08-16

Applicant: Talkdesk, Inc.

Inventor： Kathy Krucek ,  Filipe Plàcido ,  Nuno Eufrasio ,  Rui Palma ,  Joao Salgado ,  Ben Rigby ,  Pedro Andrade ,  Jason Fama

IPC: H04M3/51 ,  G06F40/30 ,  G10L15/18 ,  G10L15/22 ,  G06F40/169 ,  G06F40/289

CPC classification number: H04M3/5175 ,  G06F40/169 ,  G06F40/289 ,  G06F40/30 ,  G10L15/1815 ,  G10L15/22

Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.

公开(公告)号：US20210158267A1

公开(公告)日：2021-05-27

申请号：US16697409

申请日：2019-11-27

Applicant: Talkdesk, Inc.

Inventor： Jason Fama ,  Richard Lawrence

IPC: G06Q10/06 ,  G06N5/04

Abstract: An automated WFM system is provided that automates many of the tasks that were previously handled by a user or administrator associated with the system. The system handles forecast and schedule generation, as well as employee (e.g., agent) requests automatically and without any need for input from a user or administrator. The system minimizes the need for a dedicated employee to handle WFM, and only requests input for a user or administrator as a last resort.

公开(公告)号：US20210127007A1

公开(公告)日：2021-04-29

申请号：US16668249

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Katherine Krucek ,  Richard Lawrence ,  Jason Fama

IPC: H04M3/51

Abstract: A system for quickly deploying QM systems in contact centers is provided. A user or administrator can quickly install a QM application on a deployment server. The administrator can provide the QM application access to the contact center data where the QM application can import data from the contact center routing system about one or more customers, agents, queues, teams, and any other information or items typically associated with contact center routing systems. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the QM application may execute one or more workflows to automatically determine information such as evaluation frequency and coaching frequency about the agents and teams, or to create or select quality forms to use for the evaluation one or more agents, teams, or contacts.

公开(公告)号：US20210127006A1

公开(公告)日：2021-04-29

申请号：US16668247

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Katherine Krucek ,  Richard Lawrence ,  Jason Fama

IPC: H04M3/51

Abstract: A system for quickly deploying QM systems in contact centers is provided. A user or administrator can quickly install a QM application on a deployment server. The administrator can provide the QM application access to the contact center data where the QM application can import data from the contact center routing system about one or more customers, agents, queues, teams, and any other information or items typically associated with contact center routing systems. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the QM application may execute one or more workflows to automatically determine information such as evaluation frequency and coaching frequency about the agents and teams, or to create or select quality forms to use for the evaluation one or more agents, teams, or contacts.