公开(公告)号：US20210125232A1

公开(公告)日：2021-04-29

申请号：US16666860

申请日：2019-10-29

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi

IPC: G06Q30/02

Abstract: A system of data activation includes a data management platform (DMP) configured to receive segments for customers, create an audience of customers using the segments, and activate against at least some of the segments; and an intelligent database configured to store the segments. A system for data segmentation for customers includes a DMP configured to receive data from sources, to receive a request for a segment, and to generate at least one segment using the data; and an intelligent database configured to store the at least one segment.

公开(公告)号：US20210125195A1

公开(公告)日：2021-04-29

申请号：US16666867

申请日：2019-10-29

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi

IPC: G06Q30/02 ,  G06N5/04 ,  G06F16/901

Abstract: A system of data activation includes a data management platform (DMP) configured to receive segments for customers, create an audience of customers using the segments, and activate against at least some of the segments; and an intelligent database configured to store the segments. A system for data segmentation for customers includes a DMP configured to receive data from sources, to receive a request for a segment, and to generate at least one segment using the data; and an intelligent database configured to store the at least one segment.

公开(公告)号：US20210056379A1

公开(公告)日：2021-02-25

申请号：US16553462

申请日：2019-08-28

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi

IPC: G06N3/04 ,  G06N3/08

Abstract: The present disclosure relates to systems, non-transitory computer-readable media, and methods that utilize featureless supervised or unsupervised machine learning to generate service provider match predictions based on raw communication data. In one or more embodiments, the disclosed systems utilize a trained service provider match neural network to generate a service provider match prediction based on raw communication data associated with an incoming audio, text, or video communication. In response to the generated service provider match prediction, the disclosed systems can route the incoming communication to the matched service provider.

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.

公开(公告)号：US20210004818A1

公开(公告)日：2021-01-07

申请号：US16668155

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 ,  H04M3/493 ,  H04M3/51 ,  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：US20210136229A1

公开(公告)日：2021-05-06

申请号：US17024661

申请日：2020-09-17

Applicant: TALKDESK INC.

Inventor： Jafar Adibi

IPC: H04M3/523 ,  H04M3/436 ,  H04M3/22 ,  H04M3/487 ,  H04M3/51

Abstract: Optimizing a number pool for dynamic number insertion (DNI) used for call attribution is achieved by considering physical characteristics of the DNI number assigned to a specific channel versus characteristics of consumers within that channel—such as by identifying more optimum DNI number characteristics and modifying a DNI number pool based on the more optimum DNI number characteristics—in order to make more optimized DNI number assignments.

公开(公告)号：US20210136206A1

公开(公告)日：2021-05-06

申请号：US16668348

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Bruno Antunes

IPC: H04M3/493 ,  H04M3/51 ,  H04M3/523 ,  G06Q30/00 ,  G06N20/00 ,  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.