公开(公告)号：US20150063558A1

公开(公告)日：2015-03-05

申请号：US14536453

申请日：2014-11-07

Applicant: Amazon Technologies, Inc.

Inventor： Eric Chunyi Chou ,  Terrence M. Skemer ,  Jagwinder Singh Brar ,  Zachary L. Yeager

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04M3/523 ,  H04M3/5234

Abstract: Organizations may employ private computer networks to enable customers to place a telephone call to customer service agents (CSAs). To maintain high customer service, it may desirable to expand the private computer network's ability to respond to customer calls on-demand. One or more requests for additional telephony resources may be submitted to a telephony resource allocation service in communication with a configurable network service. The telephony resource allocation service may determine telephony resources available for allocation to the private computer network and facilitate communication between the configurable network service and the private computer network. In this manner, additional computer private network extensions executing instances of call distribution services may also be generated and configured. Thus, the capacity of the private computer network to respond to customer calls may be expanded, while the additional private network extensions may manage distribution of calls to the CSAs transmitted over the allocated telephony resources.

Abstract translation: 组织可以使用私人计算机网络来使客户能够向客户服务代理（CSA）发出电话呼叫。 为了保持高客户服务水平，可能需要扩展私人计算机网络响应客户来电的能力。 可以向与可配置网络服务通信的电话资源分配服务提交对附加电话资源的一个或多个请求。 电话资源分配服务可以确定可用于分配给专用计算机网络的电话资源，并促进可配置网络服务和专用计算机网络之间的通信。 以这种方式，还可以生成和配置执行呼叫分配服务实例的附加计算机专用网络扩展。 因此，可以扩展专用计算机网络响应客户呼叫的容量，而附加的专用网络扩展可以管理通过所分配的电话资源传送的CSA的呼叫分配。

公开(公告)号：US20150051952A1

公开(公告)日：2015-02-19

申请号：US14468096

申请日：2014-08-25

Applicant: Amazon Technologies, Inc.

Inventor： Eric Chunyi Chou ,  Mark N. Kelly ,  Ben L. Kirkpatrick

IPC: G06Q30/02

CPC classification number: G06Q30/0203 ,  H04M3/00 ,  H04M3/5166 ,  H04M2242/18

Abstract: Providers of goods and services may desire human input regarding the products that they offer. A vocal query service provides a mechanism to present queries to human respondents. A human respondent may be presented with information and subsequently queried as to their opinion. The respondents receiving the query may be selected based upon profiles containing demographic information, interest information, desired contact time, and the like. Prospective respondents may be contacted via a personal telephone at a time of their choosing and may choose whether or not to respond. During the query, should a respondent require assistance, the respondent may be contact a customer service agent. Query respondents may be motivated to participate, as the query is designed to appeal to respondent's interest and is presented at a convenient time. The query service may also increase the customer service agents to expand the query to additional human respondents in near-real time.

Abstract translation: 商品和服务的供应商可能希望人们对他们提供的产品的投入。 声乐查询服务提供了一种向人类受访者呈现查询的机制。 可以向受访者提供信息，随后询问他们的意见。 可以基于包含人口统计信息，兴趣信息，期望的联系时间等的简档来选择接收查询的受访者。 潜在的受访者可以在选择的时候通过个人电话联系，并可以选择是否回应。 在查询期间，如果受访者需要协助，答辩人可能会联系客户服务代理。 查询受访者可能有动机参与，因为查询旨在吸引受访者的兴趣，并在方便的时候呈现。 查询服务还可以增加客户服务代理以将查询扩展到近乎实时的其他人类受访者。

公开(公告)号：US09083803B2

公开(公告)日：2015-07-14

申请号：US14536453

申请日：2014-11-07

Applicant: Amazon Technologies, Inc.

Inventor： Eric Chunyi Chou ,  Terrence M. Skemer ,  Jagwinder Singh Brar ,  Zachary L. Yeager

IPC: H04M3/523 ,  H04M7/00 ,  H04M3/51

CPC classification number: H04M3/5183 ,  H04M3/523 ,  H04M3/5234

Abstract: Organizations may employ private computer networks to enable customers to place a telephone call to customer service agents (CSAs). To maintain high customer service, it may desirable to expand the private computer network's ability to respond to customer calls on-demand. One or more requests for additional telephony resources may be submitted to a telephony resource allocation service in communication with a configurable network service. The telephony resource allocation service may determine telephony resources available for allocation to the private computer network and facilitate communication between the configurable network service and the private computer network. In this manner, additional computer private network extensions executing instances of call distribution services may also be generated and configured. Thus, the capacity of the private computer network to respond to customer calls may be expanded, while the additional private network extensions may manage distribution of calls to the CSAs transmitted over the allocated telephony resources.

Abstract translation: 组织可以使用私人计算机网络来使客户能够向客户服务代理（CSA）发出电话呼叫。 为了保持高客户服务水平，可能需要扩展私人计算机网络响应客户来电的能力。 可以向与可配置网络服务通信的电话资源分配服务提交对附加电话资源的一个或多个请求。 电话资源分配服务可以确定可用于分配给专用计算机网络的电话资源，并促进可配置网络服务和专用计算机网络之间的通信。 以这种方式，还可以生成和配置执行呼叫分配服务实例的附加计算机专用网络扩展。 因此，可以扩展专用计算机网络响应客户呼叫的容量，而附加的专用网络扩展可以管理通过所分配的电话资源传送的CSA的呼叫分配。

公开(公告)号：US09098862B2

公开(公告)日：2015-08-04

申请号：US14468096

申请日：2014-08-25

Applicant: Amazon Technologies, Inc.

Inventor： Eric Chunyi Chou ,  Mark N. Kelly ,  Ben L. Kirkpatrick

IPC: H04M5/00 ,  G06Q30/02 ,  H04M3/00

CPC classification number: G06Q30/0203 ,  H04M3/00 ,  H04M3/5166 ,  H04M2242/18

Abstract: Providers of goods and services may desire human input regarding the products that they offer. A vocal query service provides a mechanism to present queries to human respondents. A human respondent may be presented with information and subsequently queried as to their opinion. The respondents receiving the query may be selected based upon profiles containing demographic information, interest information, desired contact time, and the like. Prospective respondents may be contacted via a personal telephone at a time of their choosing and may choose whether or not to respond. During the query, should a respondent require assistance, the respondent may be contact a customer service agent. Query respondents may be motivated to participate, as the query is designed to appeal to respondent's interest and is presented at a convenient time. The query service may also increase the customer service agents to expand the query to additional human respondents in near-real time.

Abstract translation: 商品和服务的供应商可能希望人们对他们提供的产品的投入。 声乐查询服务提供了一种向人类受访者呈现查询的机制。 可以向受访者提供信息，随后询问他们的意见。 可以基于包含人口统计信息，兴趣信息，期望的联系时间等的简档来选择接收查询的受访者。 潜在的受访者可以在选择的时候通过个人电话联系，并可以选择是否回应。 在查询期间，如果受访者需要协助，答辩人可能会联系客户服务代理。 查询受访者可能有动机参与，因为查询旨在吸引受访者的兴趣，并在方便的时候呈现。 查询服务还可以增加客户服务代理以将查询扩展到近乎实时的其他人类受访者。

公开(公告)号：US08908855B1

公开(公告)日：2014-12-09

申请号：US14059317

申请日：2013-10-21

Applicant: Amazon Technologies, Inc.

Inventor： Eric Chunyi Chou ,  Terrence M. Skemer ,  Jagwinder Singh Brar ,  Zachary L. Yeager

IPC: H04M3/523 ,  H04M7/00 ,  H04M3/51

CPC classification number: H04M3/5183 ,  H04M3/523 ,  H04M3/5234

Abstract: Organizations may employ private computer networks to enable customers to place a telephone call to customer service agents (CSAs). To maintain high customer service, it may desirable to expand the private computer network's ability to respond to customer calls on-demand. One or more requests for additional telephony resources may be submitted to a telephony resource allocation service in communication with a configurable network service. The telephony resource allocation service may determine telephony resources available for allocation to the private computer network and facilitate communication between the configurable network service and the private computer network. In this manner, additional computer private network extensions executing instances of call distribution services may also be generated and configured. Thus, the capacity of the private computer network to respond to customer calls may be expanded, while the additional private network extensions may manage distribution of calls to the CSAs transmitted over the allocated telephony resources.

Abstract translation: 组织可以使用私人计算机网络来使客户能够向客户服务代理（CSA）发出电话呼叫。 为了保持高客户服务水平，可能需要扩展私人计算机网络响应客户来电的能力。 可以向与可配置网络服务通信的电话资源分配服务提交对附加电话资源的一个或多个请求。 电话资源分配服务可以确定可用于分配给专用计算机网络的电话资源，并促进可配置网络服务和专用计算机网络之间的通信。 以这种方式，还可以生成和配置执行呼叫分配服务实例的附加计算机专用网络扩展。 因此，可以扩展专用计算机网络响应客户呼叫的容量，而附加的专用网络扩展可以管理通过所分配的电话资源传送的CSA的呼叫分配。