公开(公告)号：US20210084156A1

公开(公告)日：2021-03-18

申请号：US16699636

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  G06F3/0482

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：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：US10944870B1

公开(公告)日：2021-03-09

申请号：US16670944

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：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.

公开(公告)号：US20210004833A1

公开(公告)日：2021-01-07

申请号：US16668251

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 ,  H04M3/493 ,  H04M3/51 ,  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：US20210004827A1

公开(公告)日：2021-01-07

申请号：US16668215

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 ,  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.