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公开(公告)号：US10101974B2
公开(公告)日：2018-10-16
申请号：US14448759
申请日：2014-07-31
发明人： Herbert Ristock , Petr Makagon , Josh Mahowald , Praphul Kumar
摘要： An application development platform transmits to a content provider system instructions that provide a user interface for developing an application that specifies a first multi-step communication flow between a communications device and a communications system. The platform receives from parameters of a program functionality for inclusion in the application, and selects one or more recommended program modules based on the parameters. The platform transmits instructions that provide a user interface for displaying the one or more recommended program modules. The platform receives data indicating a user selection of a particular program module. In response, the platform transmits instructions that provide a user interface for enabling user configuration of the particular program module. The platform receives modified parameters of the particular program module and determines a second multi-step communication flow between the communications device and the communications system based on the first multi-step communication flow and the modified parameters.
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公开(公告)号：US20160036973A1
公开(公告)日：2016-02-04
申请号：US14448365
申请日：2014-07-31
IPC分类号： H04M3/51
CPC分类号： H04L51/32 , H04M3/5191 , H04M2203/655
摘要： A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.
摘要翻译： 呼叫处理平台接收由呼叫者发出的呼叫号码的呼叫。 平台检查呼叫的参数，确定呼叫者的识别信息，并将识别信息与对应于社交媒体网络的社交网络用户名匹配。 该平台从社交媒体网络获取呼叫者的社交网络数据。 使用社交网络数据，该平台计算呼叫者的社交网络影响分数。 该平台将社交网络影响分数与预定的影响分数阈值进行比较，并且确定社交网络对呼叫者的影响分数表示社交媒体网络中的呼叫者的活动具有高水平的影响。 因此，平台相应地在呼叫中心处选择第一人机代理，并将呼叫路由到呼叫中心处的第一人机代理。
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公开(公告)号：US09742913B2
公开(公告)日：2017-08-22
申请号：US14230586
申请日：2014-03-31
发明人： Praphul Kumar , Aaron Wellman
CPC分类号： H04M3/5166 , H04M3/42008
摘要： A call handling platform receives a call placed by a caller. The call handling platform collects data points based on an interaction of the caller with an interactive voice response module during the call, and computes an experience score for the caller. The call handling platform accesses a predetermined first threshold that indicates a first level of caller satisfaction and compares the experience score to the first threshold. Based on the comparing, the call handling platform determines that the caller has a lower level of satisfaction than the first level of satisfaction, and routes the call to a human agent. The call handling platform determines whether an option for recording a call is enabled. Based on determining that the option for recording a call is enabled, the call handling platform initiates recording of the interaction between the caller and the human agent.
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公开(公告)号：US20150248226A1
公开(公告)日：2015-09-03
申请号：US14193407
申请日：2014-02-28
发明人： Praphul Kumar , Leon Vymenets
IPC分类号： G06F3/0484 , G06Q30/00 , H04L29/08 , G06F3/0482 , G06F17/22
CPC分类号： G06F3/04847 , G06F3/0482 , G06F3/0483 , G06F3/04842 , G06F17/2247 , G06F17/2288 , G06Q30/016 , H04L67/02 , H04L67/10
摘要： An interface for configuring an interaction site is provided. First values corresponding to first parameters of an interaction page of the one or more interaction pages are received. Recommended interaction pages for the interaction site are selected based on the first values. An interface for selecting any interaction page of the recommended interaction pages is provided. Data indicating a selection of a particular interaction page is received. In response to receiving the data indicating the selection of the particular interaction page, an interface for configuring the particular interaction page is provided. Second values corresponding to second parameters of the particular interaction page are received. A second multi-step communication flow is determined based on (i) values corresponding to the parameters associated with the first multi-step communication flow and (ii) the second values. An interaction flow document including code for the interaction site specifying the second multi-step communication flow is generated.
摘要翻译： 提供了一个用于配置交互站点的界面。 接收对应于一个或多个交互页面的交互页面的第一参数的第一值。 基于第一个值选择交互站点的推荐交互页面。 提供了一个用于选择推荐交互页面的任何交互页面的界面。 接收指示特定交互页面的选择的数据。 响应于接收到指示特定交互页面的选择的数据，提供用于配置特定交互页面的界面。 接收对应于特定交互页面的第二参数的第二值。 基于（i）对应于与第一多步通信流相关联的参数的值和（ii）第二值来确定第二多步通信流程。 生成包括指定第二多步通信流的交互站点的代码的交互流文档。
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公开(公告)号：US08917828B2
公开(公告)日：2014-12-23
申请号：US14032443
申请日：2013-09-20
CPC分类号： H04M3/5166 , G06F8/34 , G06F9/44 , H04M1/72552 , H04M3/493 , H04M3/5141 , H04M3/5191 , H04M7/006 , H04M2203/2066 , H04W88/06
摘要： A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.
摘要翻译： 由交互流处理器接收执行用于使多通道通信系统和用户设备之间交换通信的交互站点的请求。 交互站点根据请求进行识别。 为所识别的交互站点访问交互流文档，所述交互流文档包括使用包括交互式语音响应信道的多个不同通信信道中的任何一个发起用户设备和多信道通信系统之间的交互站点的代码。 确定用户设备用于联系多信道通信系统的通信信道。 基于确定的通信信道，交互流文档的代码被转换为可由多通道通信系统执行的代码，以使得多通道通信系统和用户设备能够通过所确定的通信信道来交换通信。 响应被发送到多信道通信系统。
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公开(公告)号：US09712481B2
公开(公告)日：2017-07-18
申请号：US14448365
申请日：2014-07-31
CPC分类号： H04L51/32 , H04M3/5191 , H04M2203/655
摘要： A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.
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公开(公告)号：US20160196053A1
公开(公告)日：2016-07-07
申请号：US15069678
申请日：2016-03-14
发明人： Praphul Kumar , Leon Vymenets
IPC分类号： G06F3/0484 , G06Q30/00 , G06F17/22 , G06F3/0483 , G06F3/0482
CPC分类号： G06F3/04847 , G06F3/0482 , G06F3/0483 , G06F3/04842 , G06F17/2247 , G06F17/2288 , G06Q30/016 , H04L67/02 , H04L67/10
摘要： An interface for configuring an interaction site is provided. First values corresponding to first parameters of an interaction page of the one or more interaction pages are received. Recommended interaction pages for the interaction site are selected based on the first values. An interface for selecting any interaction page of the recommended interaction pages is provided. Data indicating a selection of a particular interaction page is received. In response to receiving the data indicating the selection of the particular interaction page, an interface for configuring the particular interaction page is provided. Second values corresponding to second parameters of the particular interaction page are received. A second multi-step communication flow is determined based on (i) values corresponding to the parameters associated with the first multi-step communication flow and (ii) the second values. An interaction flow document including code for the interaction site specifying the second multi-step communication flow is generated.
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公开(公告)号：US09313332B1
公开(公告)日：2016-04-12
申请号：US14051901
申请日：2013-10-11
CPC分类号： H04M3/5141 , G06F19/00 , G06F21/32 , G06Q30/0201 , G10L17/24 , G16H10/60 , H04M3/5166 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M2201/40 , H04M2203/401 , H04M2203/551 , H04M2203/554
摘要： A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.
摘要翻译： 呼叫处理平台接收呼叫者对呼叫号码的呼叫，并且通过测量对应于呼叫者与交互式语音响应（IVR）模块之间的交互的数据点的子集来计算呼叫者的体验得分。 经验分数提供呼叫者在呼叫期间与IVR模块进行交互的满意程度的数值测量。 决定根据经验分数将呼叫路由到人类代理，呼叫处理平台访问与呼叫者过去的呼叫相对应的历史数据，并由人类代理接收，并获得与人类代理相关联的代理分数。 呼叫处理平台基于历史数据和代理分数中的一个或两个将呼叫者与呼叫中心的人员进行匹配，并将呼叫路由到人员代理。
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公开(公告)号：US09148512B1
公开(公告)日：2015-09-29
申请号：US14051937
申请日：2013-10-11
IPC分类号： H04M3/523
CPC分类号： H04M3/5183 , H04M3/4936 , H04M3/5166 , H04M3/523 , H04M3/5232 , H04M3/5238 , H04M2203/256 , H04M2203/556
摘要： A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.
摘要翻译： 呼叫处理平台接收由呼叫者发出的呼叫号码的呼叫。 呼叫处理平台在呼叫期间基于呼叫者与交互式语音响应（IVR）模块的交互来使用测量数据点的子集来计算呼叫者的体验得分。 经验分数反映了与IVR模块交互的呼叫者满意度的数值测量。 呼叫处理平台将经验分数与指示呼叫者满意度的最低水平的预定阈值进行比较，并且确定经验得分表明呼叫者的满足程度低于最低满意度水平。 根据此确定，呼叫处理平台将呼叫路由到呼叫中心的人员，并使代理能够感知体验评分的表示。
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公开(公告)号：US20160301802A1
公开(公告)日：2016-10-13
申请号：US14683894
申请日：2015-04-10
发明人： Praphul Kumar , Scott Kolman , Andrea Friio , Yochai Konig
IPC分类号： H04M3/493
CPC分类号： H04M3/4938 , H04L65/1063 , H04L67/02 , H04M3/42136 , H04M2203/253
摘要： A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.
摘要翻译： 从通信设备接收到执行交互站点的请求。 请求被发送到自动响应系统。 从自动响应系统接收提供通信设备和自动响应系统之间的多步通信流程的一个或多个步骤的第一指令。 响应于确定该请求用于与交互站点进行语音交互，确定通过与通信设备的用户进行语音交互来提供一个或多个步骤的第二指令并将其发送到通信设备。 响应于确定该请求是用于与交互站点的视觉交互，确定通过与通信设备的用户的视觉交互提供一个或多个步骤的第三指令并将其发送到通信设备。
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