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公开(公告)号：US20170208177A1
公开(公告)日：2017-07-20
申请号：US15476621
申请日：2017-03-31
发明人： Kelly CONWAY , David GUSTAFSON , Douglas BROWN , Michael Glen GATES , William Duane SKEEN , Brendan JOYCE , Christopher DANSON
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving the customer communication; retrieving or predicting a first profile of a customer associated with a customer communication, wherein the retrieved or predicted profile includes a customer satisfaction score; predicting a second profile of a future customer; providing a list of currently available and expected available agents, wherein the currently available agents are selected by including only agents that exceed a predetermined work threshold based on an average customer satisfaction score determined over a selected time period; providing a routing recommendation to a communication distributor based on the retrieved or predicted first profile, the predicted second profile, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted first and second profiles, wherein the communication distributor routes the communication to an agent based on the routing recommendation.
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公开(公告)号：US09706050B2
公开(公告)日：2017-07-11
申请号：US15094929
申请日：2016-04-08
CPC分类号： H04M3/5141 , G06F19/00 , G06F21/32 , G06Q30/0201 , G10L17/24 , G16H10/60 , H04M3/5166 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M2201/40 , H04M2203/401 , H04M2203/551 , H04M2203/554
摘要： A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.
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公开(公告)号：US09686401B1
公开(公告)日：2017-06-20
申请号：US15188245
申请日：2016-06-21
申请人： West Corporation
发明人： Douglas L. Davis
CPC分类号： H04M3/38 , H04M3/367 , H04M3/42059 , H04M3/42102 , H04M3/436 , H04M3/543 , H04M2203/551
摘要： A system, method and non-transitory computer readable storage medium comprising instructions that when read by a processor perform receiving a telephony connection request at a location in a telephony network, the location separated from the intended recipient of the telephony connection request by a target telephony network, determining addressing information regarding the intended recipient, the addressing information including at least routing information or a phone number, accessing a do-not-call list, the do-not-call-list including one or more telephony recipients and recipient addressing information for each telephony recipient, the recipient addressing information including at least routing information or a phone number, and determining whether the target addressing information matches any recipient addressing information.
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公开(公告)号：US20170163813A1
公开(公告)日：2017-06-08
申请号：US14958508
申请日：2015-12-03
发明人： Bryan Loyd Young , Gary David Cudak , John Scott Crowe , Jennifer Lee-Baron , Amy Leigh Rose , Nathan J. Peterson
IPC分类号： H04M3/56 , G10L21/0364
CPC分类号： H04M3/568 , G10L13/033 , G10L17/00 , G10L21/003 , G10L21/013 , G10L21/0316 , G10L21/0364 , G10L21/043 , H04M3/42348 , H04M2203/551 , H04M2203/6045
摘要： In one aspect, a device includes a processor and storage accessible to the processor. The storage bears instructions executable by the processor to receive at least one audio signal, identify one or more of a user associated with at least one received audio signal and a location of the user, and modify at least one received audio signal based at least in part on identification of one or more of the user and the location.
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公开(公告)号：US09648166B1
公开(公告)日：2017-05-09
申请号：US14618727
申请日：2015-02-10
发明人： Robert Moore , Brian Lawhorne
CPC分类号： H04M3/5158 , H04M3/5133 , H04M3/5141 , H04M3/5183 , H04M3/5191 , H04M3/5232 , H04M2203/2027 , H04M2203/551
摘要： Systems and methods for managing customer communications over communication channels are disclosed. According to one embodiment, a method for managing customer communications over a plurality of communication channel may include (1) at least one of a plurality of computer processors determining a communication channel for contacting a customer; (2) at least one of the plurality of computer processors determining contact information for the customer to be used with the determined communication channel; (3) presenting the contact information to an agent; (4) receiving, at an electronic device, authorization to initiate contact with the customer using the contact information; and (5) at least one of a plurality of computer processors automatically initiating contact with the customer using the communication channel.
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公开(公告)号：US09635067B2
公开(公告)日：2017-04-25
申请号：US14820001
申请日：2015-08-06
CPC分类号： H04L65/1083 , H04L51/046 , H04L63/08 , H04L65/80 , H04L67/146 , H04M3/2218 , H04M3/42221 , H04M3/42263 , H04M3/5141 , H04M3/5175 , H04M3/5191 , H04M3/5307 , H04M7/0042 , H04M2203/551
摘要： A system and method for asynchronous conversation routing and tracing that allows a client and agent to connect and reconnect to one another over a discontinuous engagement. The system and method facilitate this by allowing multiple methods of communication between the client and agent, including live communications and out-of-band communications. All communications between a client and agent are tied to a client case accessible by the agent, and the client case can include context and environmental data to further assist the agent or to route a customer service call to an appropriate agent. At any time, the client or agent can send out-of-band messages to one another to advance the customer service process, or the client or agent can seek to re-establish live communication with each other. This provides the client with a consistent point of contact not easily supportable with phone based call centers where support is single-threaded.
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公开(公告)号：US20170111515A1
公开(公告)日：2017-04-20
申请号：US15294576
申请日：2016-10-14
发明人： Raj BANDYOPADHYAY , Kailash PATIL , David DEWEY , Scott STRONG , Telvis CALHOUN , Vijay BALASUBRAMANIYAN
CPC分类号： H04M3/527 , G06F21/32 , G06F21/552 , G06N99/005 , H04M3/493 , H04M7/0078 , H04M15/41 , H04M2203/551 , H04M2203/6027 , H04W12/12
摘要： Systems and methods for call detail record (CDR) analysis to determine a risk score for a call and identify fraudulent activity and for fraud detection in Interactive Voice Response (IVR) systems. An example method may store information extracted from received calls. Queries of the stored information may be performed to select data using keys, wherein each key relates to one of the received calls, and wherein the queries are parallelized. The selected data may be transformed into feature vectors, wherein each feature vector relates to one of the received calls and includes a velocity feature and at least one of a behavior feature or a reputation feature. A risk score for the call may be generated during the call based on the feature vectors.
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38.发明申请公开(公告)号：US20170111508A1
公开(公告)日：2017-04-20
申请号：US15391859
申请日：2016-12-28
CPC分类号： H04M3/5232 , G06Q30/0257 , G06Q30/0261 , H04L67/306 , H04M3/42068 , H04M3/4878 , H04M3/5133 , H04M3/5175 , H04M3/5191 , H04M3/5233 , H04M7/0021 , H04M7/003 , H04M2203/551 , H04M2203/556 , H04M2203/558 , H04W4/021 , H04W4/21
摘要： A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.
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公开(公告)号：US20170111499A1
公开(公告)日：2017-04-20
申请号：US15284783
申请日：2016-10-04
CPC分类号： H04M3/42221 , G10L15/22 , G10L15/26 , G10L15/30 , G10L2015/226 , H04M3/5175 , H04M2201/40 , H04M2203/301 , H04M2203/551 , H04M2203/558
摘要： A call and recorded information management server transmits a requested call identification ID for recognition and an incoming call number corresponding to the ID, to a voice recognition server, which searches for the recognition engine corresponding to the number of the received call, and adds the received ID to a recognition queue. The voice recognition server requests the call and recorded information management server to obtain recorded data by the received ID. The call and recorded information management server transfers the recorded data corresponding to the ID to the voice recognition server to perform voice recognition by the corresponding recognition engine on the recorded data corresponding to the call identification ID stored in the recognition queue, and stores the result as text data. Thus, the most appropriate voice recognition engine can be used and the recognition rate of voice recognition can be increased.
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公开(公告)号：US09609123B2
公开(公告)日：2017-03-28
申请号：US15012028
申请日：2016-02-01
申请人： Mast Mobile, Inc.
发明人： David Messenger , Peter Lurie , David Dawson
IPC分类号： H04M3/42 , H04M1/2745 , H04W24/02 , H04M3/46 , H04W40/34 , H04M3/51 , H04W76/02 , H04M15/32 , H04M15/00 , H04M1/247 , H04M3/533 , H04M3/537
CPC分类号： H04M3/42059 , H04M1/2477 , H04M1/274533 , H04M1/72583 , H04M3/42034 , H04M3/42042 , H04M3/42051 , H04M3/42068 , H04M3/465 , H04M3/5141 , H04M3/53333 , H04M3/53358 , H04M3/537 , H04M15/32 , H04M15/41 , H04M15/66 , H04M15/67 , H04M15/70 , H04M15/705 , H04M15/72 , H04M2203/45 , H04M2203/4509 , H04M2203/551 , H04M2207/18 , H04W24/02 , H04W40/34 , H04W76/10
摘要： A mobile phone establishes and maintains a data connection with an intermediate server. The intermediate server receives an incoming call from a caller. In response, the intermediate server identifies a contact group associated with the caller, and generates a notification message identifying the caller and including the identified contact group. The notification message is sent by the intermediate server to the mobile phone via the data channel, and concurrently, the intermediate server routes the incoming call to the mobile phone over a voice channel different from the data channel. The mobile phone modifies an existing contact record or generates a new contact record associated with the caller to include the contact group identified by the notification message. The mobile phone, in response to receiving the incoming call, accesses the modified contact record or generated contact record, and displays a notification identifying the caller and the identified contact group.
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