公开(公告)号：US20210004825A1

公开(公告)日：2021-01-07

申请号：US16668210

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 ,  G10L15/26 ,  H04M3/523 ,  H04M3/42 ,  H04M3/493 ,  H04M11/10 ,  G10L15/18 ,  G10L15/08

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：US20210004817A1

公开(公告)日：2021-01-07

申请号：US16668148

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 ,  G06N5/02 ,  G06F16/248 ,  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：US20210136195A1

公开(公告)日：2021-05-06

申请号：US16668366

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Bruno Antunes

IPC: H04M3/22 ,  H04M3/51 ,  H04M3/523 ,  G10L15/26 ,  G10L15/18 ,  G06Q30/00

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：US20210133765A1

公开(公告)日：2021-05-06

申请号：US16668391

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Bruno Antunes

IPC: G06Q30/00 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  G06Q50/00 ,  H04M11/10 ,  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：US20210082418A1

公开(公告)日：2021-03-18

申请号：US16569891

申请日：2019-09-13

Applicant: Talkdesk, Inc

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

IPC: G10L15/22 ,  G06N20/00 ,  G06Q30/00 ,  G10L15/08

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：US20210082417A1

公开(公告)日：2021-03-18

申请号：US16569881

申请日：2019-09-13

Applicant: Talkdesk, Inc

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

IPC: G10L15/22 ,  G06N20/00 ,  G06Q30/00 ,  G10L15/08

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：US20210081955A1

公开(公告)日：2021-03-18

申请号：US16569899

申请日：2019-09-13

Applicant: Talkdesk, Inc

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

IPC: G06Q30/00

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：US20210081872A1

公开(公告)日：2021-03-18

申请号：US16661379

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：US20210004836A1

公开(公告)日：2021-01-07

申请号：US16668281

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 ,  G06F16/953 ,  G10L15/22 ,  G10L15/18 ,  G06F40/174

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：US20210004835A1

公开(公告)日：2021-01-07

申请号：US16668276

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 ,  G06Q10/10 ,  G06N3/00 ,  G06N5/04 ,  G06F16/242 ,  G06F16/23 ,  G06F16/248 ,  G10L15/22 ,  G10L15/18 ,  G10L15/30

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.