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公开(公告)号：US10547747B1
公开(公告)日：2020-01-28
申请号：US16398080
申请日：2019-04-29
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwal , Joseph Daniel Sullivan , Pasquale DeMaio , Jon Russell Jay , Jaswinder Singh Randhawa , Nihal Chand Jain
Abstract: A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.
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Patent Agency Ranking
公开(公告)号：US08831207B1
公开(公告)日：2014-09-09
申请号：US14225915
申请日：2014-03-26
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwal
CPC classification number: H04M3/5191 , H04M3/5232 , H04M3/5233 , H04M2203/408 , H04M2203/551
Abstract: A contact received by a service center from a customer may be assigned to one of a plurality of agents or representatives based on any prior experience with the customer or with the contact, any preferences of the customer or any skills required in order to address the contact. Preferably, an agent who previously handled an issue on behalf of the customer may be identified, and the contact may be assigned to that agent. Alternatively, the contact may be assigned to an agent preferred by the customer, or to a particularly skilled agent. If no preferred agents or particularly skilled agents are available to respond to the contact, the contact may be assigned at random to one or more particular agents. The contact may be initiated by way of a reply to a message containing a response to a previous contact, and the message may include metadata that associates the reply with the previous contact.
Abstract translation: 服务中心从客户接收的联系人可以根据客户或联系人的任何先前经验，客户的任何偏好或为了解决联系所需的任何技能而被分配到多个代理或代表之一 。 优选地，可以识别以前代表客户处理问题的代理，并且可以将该联系人分配给该代理。 或者，联系人可以被分配给客户优选的代理或者特定技术的代理。 如果没有优选的药剂或特别熟练的药剂可用于对接触作出反应，则可将接触随机分配给一种或多种特定药剂。 可以通过对包含对先前联系人的响应的消息的回复来启动联系人，并且消息可以包括将回复与先前联系人相关联的元数据。
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公开(公告)号：US10277743B1
公开(公告)日：2019-04-30
申请号：US15465447
申请日：2017-03-21
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwal , Joseph Daniel Sullivan , Pasquale DeMaio , Jon Russell Jay , Jaswinder Singh Randhawa , Nihal Chand Jain
Abstract: A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.
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公开(公告)号：US10192179B1
公开(公告)日：2019-01-29
申请号：US14265758
申请日：2014-04-30
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwal
Abstract: Disclosed are various embodiments that relate to creation of a session corresponding to a support request initiated by a customer. Browsing activity, content pages and session notes of a customer service agent are tracked and stored, and a browse history user interface element expressing a browse history associated with the session is generated in a customer service agent user interface. If the session is transferred to another customer service agent, another customer service agent user interface can be generated that also includes the browse history user interface element.
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公开(公告)号：US09020138B1
公开(公告)日：2015-04-28
申请号：US14477286
申请日：2014-09-04
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwal
CPC classification number: H04M3/5191 , H04M3/5232 , H04M3/5233 , H04M2203/408 , H04M2203/551
Abstract: A contact received by a service center from a customer may be assigned to one of a plurality of agents or representatives based on any prior experience with the customer or with the contact, any preferences of the customer or any skills required in order to address the contact. Preferably, an agent who previously handled an issue on behalf of the customer may be identified, and the contact may be assigned to that agent. Alternatively, the contact may be assigned to an agent preferred by the customer, or to a particularly skilled agent. If no preferred agents or particularly skilled agents are available to respond to the contact, the contact may be assigned at random to one or more particular agents. The contact may be initiated by way of a reply to a message containing a response to a previous contact, and the message may include metadata that associates the reply with the previous contact.
Abstract translation: 服务中心从客户接收的联系人可以根据客户或联系人的任何先前经验，客户的任何偏好或为了解决联系所需的任何技能而被分配到多个代理或代表之一 。 优选地，可以识别以前代表客户处理问题的代理，并且可以将该联系人分配给该代理。 或者，联系人可以被分配给客户优选的代理或者特定技术的代理。 如果没有优选的药剂或特别熟练的药剂可用于对接触作出反应，则可将接触随机分配给一种或多种特定药剂。 可以通过对包含对先前联系人的响应的消息的回复来启动联系人，并且消息可以包括将回复与先前联系人相关联的元数据。
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公开(公告)号：US10165118B1
公开(公告)日：2018-12-25
申请号：US15614503
申请日：2017-06-05
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwal
Abstract: A workflow engine manager receives a request to interact with a contact workflow, wherein the contact workflow comprises a starting instruction block to be invoked to start execution of a contact workflow for a contact, wherein the contact is associated with a contact identifier, and wherein the contact workflow comprises a plurality of instruction blocks. The workflow engine manager determines, using at least one instruction block invoked during a previous interaction with the contact workflow or a different contact workflow for the contact, the starting instruction block of the plurality of instruction blocks to be invoked in the contact workflow for the contact. The workflow engine manager sends a notification to a contact workflow engine to cause the contact workflow engine to start execution of the contact workflow for the contact at the starting instruction block.
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