公开(公告)号：US20210006657A1

公开(公告)日：2021-01-07

申请号：US16668235

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

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：US20210005206A1

公开(公告)日：2021-01-07

申请号：US16668165

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 ,  G10L21/0272 ,  H04L29/08 ,  G06F16/9538

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：US20210004830A1

公开(公告)日：2021-01-07

申请号：US16668228

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 ,  G10L15/18 ,  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.

公开(公告)号：US20210004828A1

公开(公告)日：2021-01-07

申请号：US16668219

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：US20210004823A1

公开(公告)日：2021-01-07

申请号：US16668200

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 ,  H04M3/523 ,  H04M3/493 ,  H04M11/10 ,  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.

公开(公告)号：US20200374400A1

公开(公告)日：2020-11-26

申请号：US16550961

申请日：2019-08-26

Applicant: Talkdesk, Inc

Inventor： Jafar Adibi

IPC: H04M3/523

Abstract: One or more embodiments described herein provide benefits and solve many of the foregoing or other problems in the art with systems, methods, and non-transitory computer readable media that generate and provide estimated wait time in a manner that allows a contacting user to make informed decisions and even control how the customer waits for an agent, if the customer waits for an agent, and how long the customer waits for an agent. For example, the system can provide an administrator device a user interface that allows the administrator to define the delivery of an estimated wait time (EWT) at any point within a contact flow (e.g., a road map of how a call will be handled from the moment they enter the system to the end of the call). In addition, based the estimated wait time setup, the system can provide various EWT options to the contacting user.

公开(公告)号：US20210136234A1

公开(公告)日：2021-05-06

申请号：US17024655

申请日：2020-09-17

Applicant: TALKDESK INC.

Inventor： Jafar Adibi

IPC: H04M7/12 ,  H04M3/523 ,  G06Q30/02 ,  G06N5/04

Abstract: Disclosed are various implementations directed to optimizing a number pool for dynamic number insertion (DNI) used for call attribution by considering physical characteristics of the DNI number assigned to a specific channel versus characteristics of consumers within that channel to make more optimized DNI number assignments.

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：US20210135846A1

公开(公告)日：2021-05-06

申请号：US16670270

申请日：2019-10-31

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi

IPC: H04L9/06 ,  H04L9/08 ,  H04M3/51

Abstract: Disclosed is a contact center that stores data related to a consumer in a blockchain. More specifically, disclosed is a methodology for conducting and concluding a communication with the consumer; creating a record of the communication; encrypting the record of the communication with asymmetric cryptography; and updating the blockchain with the record of the communication.