公开(公告)号：US20230409606A1

公开(公告)日：2023-12-21

申请号：US17843111

申请日：2022-06-17

Applicant: Talkdesk, Inc.

Inventor： Pedro Filipe Caldeira Neves ,  Nuno André de Matos Lopes Cardoso

IPC: G06F16/28 ,  G06F16/22

CPC classification number: G06F16/285 ,  G06F16/2282

Abstract: A method and system for determining anomalies in call center communications. Data relating to communications is streamed and processed to obtain baseline probability distributions over various domains of communications. Streams related to subsequent calls are compared to the baselines to determine anomalies.

公开(公告)号：US20230007124A1

公开(公告)日：2023-01-05

申请号：US17403120

申请日：2021-08-16

Applicant: Talkdesk, Inc.

Inventor： Kathy Krucek ,  Filipe Plácido ,  Nuno Eufrasio ,  Rui Palma ,  Joao Salgado ,  Ben Rigby ,  Pedro Andrade ,  Jason Fama

IPC: H04M3/51 ,  G06F40/30 ,  G10L15/18 ,  G10L15/22 ,  G06F40/169 ,  G06F40/289

Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.

公开(公告)号：US11184482B2

公开(公告)日：2021-11-23

申请号：US16548318

申请日：2019-08-22

Applicant: Talkdesk, Inc

Inventor： Rachel Tsao ,  Miguel Mota ,  Mario Carvalho

IPC: H04M3/51 ,  G06F3/0482 ,  H04M3/22 ,  G06N5/04 ,  G06N20/00 ,  G06Q30/00 ,  H04M3/42 ,  H04M7/00

Abstract: A system uses intelligent logic to determine information from a communication and to infer relevant CRM objects that may be related the communication. The system further presents a user interface with the communication information and the related CRM objects to allow an agent to review, select, and relate the communication information to one or more CRM objects. Accordingly, the embodiments described herein improve the efficiency of communication management systems and CRM systems by providing an intelligent logic and unique user interface that greatly reduces the number of steps needed to relate communication information with a CRM object.

公开(公告)号：US20210218844A1

公开(公告)日：2021-07-15

申请号：US16744397

申请日：2020-01-16

Applicant: Talkdesk, Inc.

Inventor： João Matias ,  Gennadiy Stepanov ,  Filipe Valeriano ,  João Tremoço

IPC: H04M3/523 ,  H04M3/42 ,  G06Q10/06 ,  H04M3/51

Abstract: A system for scheduling deferred communications is provided. A workload requirement for a deferred queue for each interval of a set of intervals is determined. Each workload may indicate the amount of work predicted for the associated interval. A staffing requirement for an immediate queue is received and may indicate the number of agents needed to handle the immediate communications for the same intervals. The system, for each interval, may consider the number of agents needed for the interval in the immediate queue. Because the deferred communications do not have to be handled at any particular interval, the system may, based on the workloads, schedule agents for the deferred queue where the immediate queue is less busy (a smaller number of agents are scheduled). The goal of the system being to smooth the intervals such that the total number of agents scheduled for each interval across the immediate queue and the deferred queue remains fairly constant.

公开(公告)号：US20210218839A1

公开(公告)日：2021-07-15

申请号：US16744391

申请日：2020-01-16

Applicant: Talkdesk, Inc.

Inventor： João Matias ,  Gennadiy Stepanov ,  Filipe Valeriano ,  João Tremoço

IPC: H04M3/51

Abstract: A system for scheduling deferred communications is provided. A workload requirement for a deferred queue for each interval of a set of intervals is determined. Each workload may indicate the amount of work predicted for the associated interval. A staffing requirement for an immediate queue is received and may indicate the number of agents needed to handle the immediate communications for the same intervals. The system, for each interval, may consider the number of agents needed for the interval in the immediate queue. Because the deferred communications do not have to be handled at any particular interval, the system may, based on the workloads, schedule agents for the deferred queue where the immediate queue is less busy (a smaller number of agents are scheduled). The goal of the system being to smooth the intervals such that the total number of agents scheduled for each interval across the immediate queue and the deferred queue remains fairly constant.

公开(公告)号：US20210158266A1

公开(公告)日：2021-05-27

申请号：US16696044

申请日：2019-11-26

Applicant: Talkdesk, Inc.

Inventor： Jason Fama ,  Richard Lawrence

IPC: G06Q10/06 ,  G06N5/04

Abstract: An automated WFM system is provided that automates many of the tasks that were previously handled by a user or administrator associated with the system. The system handles forecast and schedule generation, as well as employee (e.g., agent) requests automatically and without any need for input from a user or administrator. The system minimizes the need for a dedicated employee to handle WFM, and only requests input for a user or administrator as a last resort.

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：US20210136221A1

公开(公告)日：2021-05-06

申请号：US16671060

申请日：2019-10-31

Applicant: Talkdesk, Inc.

Inventor： David Falé

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

Abstract: A system is provided that employs visual-based programming for self-service knowledge center and workflow. The visual-based programming employs modularized executable instructions that can be instantiated a graphical element that can be quickly assembled and/or linked to other modularized executable instructions without programming language proficiencies.

公开(公告)号：US20210136220A1

公开(公告)日：2021-05-06

申请号：US16670952

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：US20210136217A1

公开(公告)日：2021-05-06

申请号：US16670908

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.