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公开(公告)号：US20160006874A1
公开(公告)日：2016-01-07
申请号：US14854023
申请日：2015-09-14
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
CPC classification number: H04L51/046 , H04L41/00 , H04L41/14 , H04L41/5038 , H04L41/5093 , H04L43/50 , H04L51/02 , H04L51/14 , H04M3/28 , H04M3/5175 , H04M3/5191 , H04M7/0045
Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
Abstract translation: 一个灵活和可扩展的自动端到端基于聊天的联络中心测试的系统，具有测试用例管理平台，聊天处理器，联络中心管理器，聊天分类器，桌面自动化引擎和无头基于浏览器的虚拟 代理商和客户。 测试用例管理平台允许用户配置系统的操作。 聊天处理器操作多个虚拟客户。 联络中心经理操作多个虚拟代理以参与与虚拟客户的聊天会话。
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公开(公告)号：US20160006873A1
公开(公告)日：2016-01-07
申请号：US14854003
申请日：2015-09-14
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
CPC classification number: H04L51/046 , H04L41/00 , H04L41/14 , H04L43/50 , H04L51/02 , H04L51/14 , H04M3/28 , H04M3/5175 , H04M3/5191 , H04M7/0045
Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
Abstract translation: 一种灵活和可扩展的基于自动聊天的联络中心测试系统，包括一个测试用例管理平台，“聊天室”，联络中心经理，聊天分类器和桌面自动化引擎，以及使用这样的系统进行自动化测试的方法 联络中心的基于聊天的互动环境和测试结果报告。
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公开(公告)号：US20140108583A1
公开(公告)日：2014-04-17
申请号：US14141424
申请日：2013-12-27
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
IPC: H04L12/58
CPC classification number: H04L51/046 , H04L41/00 , H04L41/14 , H04L43/50 , H04L51/02 , H04L51/14 , H04M3/28 , H04M3/5175 , H04M3/5191 , H04M7/0045
Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
Abstract translation: 一个灵活和可扩展的自动端到端基于聊天的联络中心测试的系统，具有测试用例管理平台，聊天处理器，联络中心管理器，聊天分类器，桌面自动化引擎和无头基于浏览器的虚拟 代理商和客户。 测试用例管理平台允许用户配置系统的操作。 聊天处理器操作多个虚拟客户。 联络中心经理操作多个虚拟代理以参与与虚拟客户的聊天会话。
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公开(公告)号：US20250037703A1
公开(公告)日：2025-01-30
申请号：US18599713
申请日：2024-03-08
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire , Thomas Fejes , Matthew Lawlor
Abstract: A system and method for testing interactive voice response (IVR) systems which combines automated test generation with in-country dialing, allowing for use of country codes within that country, dialing of free phone numbers in that country, and IVR testing using the same phone pathways that will be experienced by the customer during a customer's actual calls.
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35.发明授权公开(公告)号：US11948160B2
公开(公告)日：2024-04-02
申请号：US17579205
申请日：2022-01-19
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Linda Chen
IPC: G06Q30/0201 , G06Q30/016
CPC classification number: G06Q30/0201
Abstract: A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls and follows customer interactions across multiple channels as a single journey, which monitors synthetic calls for a plurality of failure events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, which assigns a synthetic operational customer satisfaction score for each synthetic call, and which uses machine learning to optimize infrastructure configurations to improve customer satisfaction and sentiment.
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Patent Agency Ranking
36.发明公开公开(公告)号：US20230252496A1
公开(公告)日：2023-08-10
申请号：US17579205
申请日：2022-01-19
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Linda Chen
IPC: G06Q30/02
CPC classification number: G06Q30/0201
Abstract: A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls and follows customer interactions across multiple channels as a single journey, which monitors synthetic calls for a plurality of failure events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, which assigns a synthetic operational customer satisfaction score for each synthetic call, and which uses machine learning to optimize infrastructure configurations to improve customer satisfaction and sentiment.
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公开(公告)号：US11178276B2
公开(公告)日：2021-11-16
申请号：US16877901
申请日：2020-05-19
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
Abstract: A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.
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公开(公告)号：US20210006653A1
公开(公告)日：2021-01-07
申请号：US16877901
申请日：2020-05-19
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
Abstract: A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.
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公开(公告)号：US20200236073A1
公开(公告)日：2020-07-23
申请号：US16718969
申请日：2019-12-18
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire , Gavin Sansom
Abstract: A mobile dashboard for automated contact center testing gives up-to-the-minute status reports on your customer experience, enabling you to make operational decisions and drill down to the source of an issue while on the go. A mobile-optimized executive dashboard display can be customized for each unique user, so business and technical stakeholders can filter the display for the customer experience (CX) metrics that are most relevant to them, and configure push notification alerts accordingly.
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公开(公告)号：US10659601B2
公开(公告)日：2020-05-19
申请号：US16362640
申请日：2019-03-23
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
Abstract: A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.
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