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21.发明申请公开(公告)号：US20210084163A1
公开(公告)日：2021-03-18
申请号：US16699630
申请日：2019-11-30
Applicant: Talkdesk, Inc.
Inventor： Tiago Paiva
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.
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公开(公告)号：US20210084153A1
公开(公告)日：2021-03-18
申请号：US16699626
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.
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公开(公告)号：US20210084152A1
公开(公告)日：2021-03-18
申请号：US16699622
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.
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24.发明申请公开(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
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.
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公开(公告)号：US20210081877A1
公开(公告)日：2021-03-18
申请号：US16580128
申请日：2019-09-24
Applicant: Talkdesk, Inc
Inventor： Jason Fama , Patrick Russell , Richard Lawrence
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.
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Patent Agency Ranking
公开(公告)号：US20210056599A1
公开(公告)日：2021-02-25
申请号：US16549186
申请日：2019-08-23
Applicant: Talkdesk, Inc.
Inventor： Jafar Adibi
Abstract: The present disclosure relates to systems, non-transitory computer-readable media, and methods that utilize featureless supervised or unsupervised machine learning to generate service provider match predictions based on raw communication data. In one or more embodiments, the disclosed systems utilize a trained service provider match neural network to generate a service provider match prediction based on raw communication data associated with an incoming audio, text, or video communication. In response to the generated service provider match prediction, the disclosed systems can route the incoming communication to the matched service provider.
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公开(公告)号：US20210056431A1
公开(公告)日：2021-02-25
申请号：US16553464
申请日：2019-08-28
Applicant: Talkdesk, Inc.
Inventor： Jafar Adibi
Abstract: The present disclosure relates to systems, non-transitory computer-readable media, and methods that utilize featureless supervised or unsupervised machine learning to generate service provider match predictions based on raw communication data. In one or more embodiments, the disclosed systems utilize a trained service provider match neural network to generate a service provider match prediction based on raw communication data associated with an incoming audio, text, or video communication. In response to the generated service provider match prediction, the disclosed systems can route the incoming communication to the matched service provider.
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公开(公告)号：US10929795B1
公开(公告)日：2021-02-23
申请号：US16668525
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.
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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.
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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.
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