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公开(公告)号：US20210304106A1
公开(公告)日：2021-09-30
申请号：US17317536
申请日：2021-05-11
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
Abstract: A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.
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公开(公告)号：US10659402B2
公开(公告)日：2020-05-19
申请号：US15083259
申请日：2016-03-28
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
IPC: G06F15/16 , H04L12/58 , H04M3/51 , H04M3/32 , H04L29/08 , H04M3/28 , H04M7/00 , H04L12/24 , H04L12/26
Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
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公开(公告)号：US20190340115A1
公开(公告)日：2019-11-07
申请号：US16385051
申请日：2019-04-16
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
Abstract: A system for centralized testing of web-based agent desktops has been devised. The invention uses a test control portal. The test control portal acts as the interface between the client interaction software systems testing system and analyst controlled test device, executes an extensive set of robust test directive commands with underlying routines to be used to specify test conditions without the use of programming ability on the part of the analyst, uses a robust set of report item and format choice designators to allow easy selection of a range of report content and styles.
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公开(公告)号：US10326880B2
公开(公告)日：2019-06-18
申请号：US15963704
申请日：2018-04-26
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
Abstract: A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.
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公开(公告)号：US10127513B1
公开(公告)日：2018-11-13
申请号：US15632369
申请日：2017-06-25
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
Abstract: A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.
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Patent Agency Ranking
公开(公告)号：US20160227034A1
公开(公告)日：2016-08-04
申请号：US15091556
申请日：2016-04-05
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire , Ian Ng
CPC classification number: H04M3/493 , G10L15/22 , H04M3/24 , H04M3/4938 , H04M7/1295
Abstract: A system for interactive voice response system crawling, comprising an IVR crawler that may be VXML, design specification, DTMF or ASR/NLSR speech-based in nature and traverses an IVR menu to discover possible interaction paths and produces test cases based on those paths, and a database that stores test cases produced by the IVR crawler during operation, and a method for using an IVR crawler to perform a system migration.
Abstract translation: 一种用于交互式语音响应系统爬行的系统，包括可以是VXML，设计规范，基于语音的DTMF或ASR / NLSR的IVR爬虫，并且遍历IVR菜单以发现可能的交互路径并且基于这些路径产生测试用例， 以及在操作期间存储由IVR爬行器生成的测试用例的数据库，以及使用IVR爬行器执行系统迁移的方法。
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公开(公告)号：US09392113B2
公开(公告)日：2016-07-12
申请号：US14854003
申请日：2015-09-14
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
CPC classification number: H04L51/046 , H04L41/00 , H04L41/14 , H04L43/50 , H04L51/02 , H04L51/14 , H04M3/28 , H04M3/5175 , H04M3/5191 , H04M7/0045
Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
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公开(公告)号：US09137184B2
公开(公告)日：2015-09-15
申请号：US14141424
申请日：2013-12-27
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
CPC classification number: H04L51/046 , H04L41/00 , H04L41/14 , H04L43/50 , H04L51/02 , H04L51/14 , H04M3/28 , H04M3/5175 , H04M3/5191 , H04M7/0045
Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
Abstract translation: 一个灵活和可扩展的自动端到端基于聊天的联络中心测试的系统，具有测试用例管理平台，聊天处理器，联络中心管理器，聊天分类器，桌面自动化引擎和无头基于浏览器的虚拟 代理商和客户。 测试用例管理平台允许用户配置系统的操作。 聊天处理器操作多个虚拟客户。 联络中心经理操作多个虚拟代理以参与与虚拟客户的聊天会话。
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公开(公告)号：US09031221B2
公开(公告)日：2015-05-12
申请号：US14140470
申请日：2013-12-25
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
CPC classification number: H04M3/323 , G10L25/60 , H04M3/2236 , H04M3/51 , H04M3/5183 , H04R5/027
Abstract: A system for automated audio quality testing, having various endpoint emulators, call engines, audio generator devices, and head and torso simulator devices. The call engine utilizes reference audio samples to simulate customer interactions with a contact center. The endpoint manager utilizes reference audio samples to simulate contact center agents' interactions with customers.
Abstract translation: 用于自动音频质量测试的系统，具有各种端点仿真器，呼叫引擎，音频发生器设备以及头部和躯干模拟器设备。 呼叫引擎利用参考音频样本来模拟与联络中心的客户交互。 端点管理器利用参考音频样本来模拟联络中心代理与客户的互动。
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公开(公告)号：US20140105379A1
公开(公告)日：2014-04-17
申请号：US14140470
申请日：2013-12-25
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
IPC: H04M3/22
CPC classification number: H04M3/323 , G10L25/60 , H04M3/2236 , H04M3/51 , H04M3/5183 , H04R5/027
Abstract: A system for automated audio quality testing, having various endpoint emulators, call engines, audio generator devices, and head and torso simulator devices. The call engine utilizes reference audio samples to simulate customer interactions with a contact center. The endpoint manager utilizes reference audio samples to simulate contact center agents' interactions with customers.
Abstract translation: 用于自动音频质量测试的系统，具有各种端点仿真器，呼叫引擎，音频发生器设备以及头部和躯干模拟器设备。 呼叫引擎利用参考音频样本来模拟与联络中心的客户交互。 端点管理器利用参考音频样本来模拟联络中心代理与客户的互动。
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