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：US10827062B1

公开(公告)日：2020-11-03

申请号：US16670776

申请日：2019-10-31

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/493 ,  H04M3/51 ,  G06F3/0482 ,  H04M3/42 ,  H04M3/523

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：US20210144259A1

公开(公告)日：2021-05-13

申请号：US16684770

申请日：2019-11-15

Applicant: Talkdesk, Inc.

Inventor： Jason Fama ,  Richard Lawrence ,  Spencer Wiedman ,  Tiago Paiva

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

Abstract: A system for predicting freelancer needs for an entity such as a contact center is provided. The system determines a residual for a queue at an interval based on the number of agents scheduled to wok during the interval, a forecast associated with the queue for the interval, and a service level goal for the interval. A residual is defined as the number of agents needed for the queue for the interval in order to meet the service goal for the interval. After determining the residual, the system can request one or more agents to work on the queue during the interval. As agents are scheduled for the queue for the interval, the residual may be recalculated to determine if additional contractor agents may be requested.

公开(公告)号：US20210142236A1

公开(公告)日：2021-05-13

申请号：US16680713

申请日：2019-11-12

Applicant: Talkdesk, Inc.

Inventor： Jason Fama ,  Richard Lawrence ,  Spencer Wiedman ,  Tiago Paiva

IPC: G06Q10/06 ,  G06Q10/10 ,  H04M3/523 ,  H04M3/51 ,  G06F16/909

Abstract: A system for predicting freelancer needs for an entity such as a contact center is provided. The system determines a residual for a queue at an interval based on the number of agents scheduled to wok during the interval, a forecast associated with the queue for the interval, and a service level goal for the interval. A residual is defined as the number of agents needed for the queue for the interval in order to meet the service goal for the interval. After determining the residual, the system can request one or more agents to work on the queue during the interval. As agents are scheduled for the queue for the interval, the residual may be recalculated to determine if additional contractor agents may be requested.

公开(公告)号：US20210136219A1

公开(公告)日：2021-05-06

申请号：US16670939

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：US20210136211A1

公开(公告)日：2021-05-06

申请号：US16670649

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：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.

公开(公告)号：US20210136202A1

公开(公告)日：2021-05-06

申请号：US16670727

申请日：2019-10-31

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/493 ,  G06F3/0482 ,  H04M3/42 ,  H04M3/523 ,  H04M3/51

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：US20210134283A1

公开(公告)日：2021-05-06

申请号：US16668371

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Bruno Antunes

IPC: G10L15/22 ,  H04M3/51 ,  H04M3/42 ,  G10L15/18 ,  G10L15/02 ,  G10L15/30 ,  G10L15/06 ,  G10L15/183 ,  G06N20/00 ,  G06Q30/06 ,  G06Q30/02

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：US20210134282A1

公开(公告)日：2021-05-06

申请号：US16668328

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Bruno Antunes

IPC: G10L15/22 ,  G06Q30/00 ,  G06N3/00 ,  G06N5/02 ,  G06N20/00 ,  G06N5/04 ,  G10L15/30 ,  G10L15/18 ,  G10L13/04 ,  G10L13/033

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.