公开(公告)号：US20210136215A1

公开(公告)日：2021-05-06

申请号：US16670782

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：US20210136213A1

公开(公告)日：2021-05-06

申请号：US16670699

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：US20210136212A1

公开(公告)日：2021-05-06

申请号：US16670684

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：US20210136209A1

公开(公告)日：2021-05-06

申请号：US16668322

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Bruno Antunes

IPC: H04M3/51 ,  H04M3/42 ,  G10L17/00 ,  G10L17/06

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：US20210136205A1

公开(公告)日：2021-05-06

申请号：US16668313

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Bruno Antunes

IPC: H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  H04M3/42 ,  G06Q30/00 ,  G06N20/00 ,  G10L15/26 ,  G10L15/18

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：US20210084168A1

公开(公告)日：2021-03-18

申请号：US16699646

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  H04M3/493 ,  H04M3/523

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：US20210084161A1

公开(公告)日：2021-03-18

申请号：US16699623

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  H04M3/493 ,  H04M3/523

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：US20210081871A1

公开(公告)日：2021-03-18

申请号：US16661367

申请日：2019-10-23

Applicant: Talkdesk, Inc

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

IPC: G06Q10/06 ,  G06F17/27

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：US20210006660A1

公开(公告)日：2021-01-07

申请号：US16668158

申请日：2019-10-30

Applicant: Talkdesk, Inc.

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

IPC: H04M3/51 ,  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：US20210004837A1

公开(公告)日：2021-01-07

申请号：US16668285

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 ,  H04M3/51 ,  H04M3/493 ,  G10L15/18 ,  G10L15/26

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.