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公开(公告)号：US10171659B2
公开(公告)日：2019-01-01
申请号：US14656660
申请日：2015-03-12
Inventor： Akbar Riahi , Herbert Willi Artur Ristock
Abstract: A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile database stored on the storage device, and a customer emotion and mood detection module configured to detect emotions and moods of the customer during an interaction between the customer and the contact center. The intelligent automated agent is configured to run on the processor, take part in the interaction between the customer and the contact center, adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction, and update the accessed profile on the storage device to reflect the interaction.
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2.发明申请公开(公告)号：US20140270146A1
公开(公告)日：2014-09-18
申请号：US14270342
申请日：2014-05-05
Inventor： Akbar Riahi , Herbert Willi Artur Ristock
CPC classification number: H04M3/5166 , G06N99/005 , H04M3/00 , H04M3/4936 , H04M3/5175 , H04M3/5183 , H04M3/5235 , H04M5/00 , H04M2203/401
Abstract: A back office services of an intelligent automated agent for a contact center is provided. The back office services is configured to run on a processor coupled to a non-transitory storage device. The back office services includes: a customer profile module configured to access a profile of a customer from a customer profile database stored on the storage device, the profile of the customer including interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center; and a content analysis module configured to generate new analysis results by performing the analyzing of the interaction data between consecutive interactions of the interactions involving the customer and the contact center, and update the analysis results of the profile of the customer on the storage device to reflect the new analysis results.
Abstract translation: 提供了一个用于联络中心的智能自动化代理的后台服务。 后台服务被配置为在耦合到非暂时性存储设备的处理器上运行。 后台服务包括：客户简档模块，其被配置为从存储在存储设备上的客户简档数据访问客户的简档，客户的简档包括来自涉及客户和联络中心的交互的交互数据，以及分析结果 从分析涉及客户和联络中心的互动之间的交互数据; 以及内容分析模块，其被配置为通过对涉及所述客户和所述联络中心的交互的连续交互之间的交互数据进行分析来生成新的分析结果，并且更新所述客户在所述存储设备上的简档的分析结果以反映 新的分析结果。
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公开(公告)号：US20180176382A1
公开(公告)日：2018-06-21
申请号：US15897967
申请日：2018-02-15
Inventor： Herbert W.A. Ristock , Merijn te Booij , Akbar Riahi , Vladimir Mezhibovsky , Kentis Gopalla
CPC classification number: H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
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4.发明授权Intelligent automated agent and interactive voice response for a contact center 有权智能自动化代理和交互式语音响应为联络中心公开(公告)号：US09386152B2
公开(公告)日：2016-07-05
申请号：US13866793
申请日：2013-04-19
Inventor： Akbar Riahi , Herbert Willi Artur Ristock
CPC classification number: H04M3/5166 , G06N99/005 , H04M3/00 , H04M3/4936 , H04M3/5175 , H04M3/5183 , H04M3/5235 , H04M5/00 , H04M2203/401
Abstract: A system for a contact center includes: a processor; an interactive voice response (IVR) node configured to engage in an incoming interaction from a customer to the contact center by presenting set scripts to the customer and receiving corresponding responses; an intelligent automated agent including an artificial intelligence engine; a call server node configured to route the interaction and the responses to one of a pool of live agents or to the automated agent; and a non-transitory storage device coupled to the processor and configured to store customer profile data built from previous interactions. The automated agent is further configured to retrieve a profile of the customer from the customer profile data during the interaction and to update the retrieved profile on the storage device to reflect the interaction. The artificial intelligence engine is configured to learn knowledge from the interaction and to apply the learned knowledge to future interactions.
Abstract translation: 用于联络中心的系统包括：处理器; 交互式语音响应（IVR）节点，被配置为通过向客户呈现设置的脚本并接收相应的响应来参与从客户到联络中心的传入交互; 智能自动化代理，包括人工智能引擎; 呼叫服务器节点被配置为将交互和响应路由到活动代理池中的一个或自动代理; 以及非瞬时存储设备，其耦合到所述处理器并且被配置为存储从先前交互构建的客户简档数据。 自动化代理还被配置为在交互期间从客户简档数据中检索客户的简档，并且更新存储设备上的检索到的简档以反映交互。 人工智能引擎配置为从互动中学习知识，并将学习的知识应用于未来的交互。
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5.发明授权公开(公告)号：US08767948B1
公开(公告)日：2014-07-01
申请号：US13866824
申请日：2013-04-19
Inventor： Akbar Riahi , Herbert Willi Artur Ristock
CPC classification number: H04M3/5166 , G06N99/005 , H04M3/00 , H04M3/4936 , H04M3/5175 , H04M3/5183 , H04M3/5235 , H04M5/00 , H04M2203/401
Abstract: A back office services of an intelligent automated agent for a contact center is provided. The back office services is configured to run on a processor coupled to a non-transitory storage device. The back office services includes: a customer profile module configured to access a profile of a customer from a customer profile database stored on the storage device, the profile of the customer including interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center; and a content analysis module configured to generate new analysis results by performing the analyzing of the interaction data between consecutive interactions of the interactions involving the customer and the contact center, and update the analysis results of the profile of the customer on the storage device to reflect the new analysis results.
Abstract translation: 提供了一个用于联络中心的智能自动化代理的后台服务。 后台服务被配置为在耦合到非暂时性存储设备的处理器上运行。 后台服务包括：客户简档模块，其被配置为从存储在存储设备上的客户简档数据访问客户的简档，客户的简档包括来自涉及客户和联络中心的交互的交互数据，以及分析结果 从分析涉及客户和联络中心的互动之间的交互数据; 以及内容分析模块，其被配置为通过对涉及所述客户和所述联络中心的交互的连续交互之间的交互数据进行分析来生成新的分析结果，并且更新所述客户在所述存储设备上的简档的分析结果以反映 新的分析结果。
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Patent Agency Ranking
公开(公告)号：US09900437B2
公开(公告)日：2018-02-20
申请号：US15594211
申请日：2017-05-12
Inventor： Herbert W. A. Ristock , Merijn te Booij , Akbar Riahi , Vladimir Mezhibovsky , Kentis Gopalla
CPC classification number: H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
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公开(公告)号：US09654637B2
公开(公告)日：2017-05-16
申请号：US14470898
申请日：2014-08-27
Inventor： Herbert W. A. Ristock , Merijn te Booij , Akbar Riahi , Vladimir Mezhibovsky , Kentis Gopalla
CPC classification number: H04M3/5232 , H04M3/42068 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/5235 , H04M2203/2011 , H04M2203/401 , H04M2203/408
Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
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公开(公告)号：US09648167B2
公开(公告)日：2017-05-09
申请号：US14270342
申请日：2014-05-05
Inventor： Akbar Riahi , Herbert Willi Artur Ristock
CPC classification number: H04M3/5166 , G06N99/005 , H04M3/00 , H04M3/4936 , H04M3/5175 , H04M3/5183 , H04M3/5235 , H04M5/00 , H04M2203/401
Abstract: A back office services of an intelligent automated agent for a contact center is provided. The back office services is configured to run on a processor coupled to a non-transitory storage device. The back office services includes: a customer profile module configured to access a profile of a customer from a customer profile database stored on the storage device, the profile of the customer including interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center; and a content analysis module configured to generate new analysis results by performing the analyzing of the interaction data between consecutive interactions of the interactions involving the customer and the contact center, and update the analysis results of the profile of the customer on the storage device to reflect the new analysis results.
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公开(公告)号：US20170006161A9
公开(公告)日：2017-01-05
申请号：US13866763
申请日：2013-04-19
Inventor： Akbar Riahi , Herbert Willi Artur Ristock
CPC classification number: H04M3/5235 , G06Q30/01 , G06Q30/02 , H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M3/5191 , H04M2203/401 , H04M2203/551
Abstract: A system for handling customer interactions with a contact center for an enterprise includes an intelligent automated agent that includes a processor, a non-transitory storage device configured to store customer profile data, and a memory. The memory has instructions stored thereon that, when executed by the processor, causes the processor to: run an artificial intelligence engine configured to learn knowledge about a customer from past interactions between the contact center and the customer, and to apply the learned knowledge to future interactions; and maintain the customer profile data on the storage device. The maintaining of the customer profile data includes retrieving the customer profile data at a beginning of a new interaction, using the retrieved customer profile data to decide how to handle the new interaction, and updating the customer profile data after completion of the new interaction to reflect the new interaction as one of the past interactions.
Abstract translation: 用于处理与企业的联络中心的客户交互的系统包括智能自动化代理，其包括处理器，配置为存储客户简档数据的非暂时性存储设备和存储器。 存储器具有存储在其上的指令，当由处理器执行时，处理器执行：运行人造智能引擎，其被配置为从联系中心和客户之间的过去交互中学习关于客户的知识，并将所学习的知识应用于未来 互动; 并在存储设备上维护客户资料数据。 客户简档数据的维护包括在新交互开始时使用检索到的客户简档数据来检索客户简档数据以决定如何处理新的交互，以及在完成新的交互之后更新客户简档数据以反映 新的互动作为过去的互动之一。
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公开(公告)号：US20140314225A1
公开(公告)日：2014-10-23
申请号：US13866763
申请日：2013-04-19
Inventor： Akbar Riahi , Herbert Willi Artur Ristock
CPC classification number: H04M3/5235 , G06Q30/01 , G06Q30/02 , H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M3/5191 , H04M2203/401 , H04M2203/551
Abstract: A system for handling customer interactions with a contact center for an enterprise includes an intelligent automated agent that includes a processor, a non-transitory storage device configured to store customer profile data, and a memory. The memory has instructions stored thereon that, when executed by the processor, causes the processor to: run an artificial intelligence engine configured to learn knowledge about a customer from past interactions between the contact center and the customer, and to apply the learned knowledge to future interactions; and maintain the customer profile data on the storage device. The maintaining of the customer profile data includes retrieving the customer profile data at a beginning of a new interaction, using the retrieved customer profile data to decide how to handle the new interaction, and updating the customer profile data after completion of the new interaction to reflect the new interaction as one of the past interactions.
Abstract translation: 用于处理与企业的联络中心的客户交互的系统包括智能自动化代理，其包括处理器，被配置为存储客户简档数据的非暂时性存储设备和存储器。 存储器具有存储在其上的指令，当由处理器执行时，处理器执行：运行人造智能引擎，其被配置为从联系中心和客户之间的过去交互中学习关于客户的知识，并将所学习的知识应用于未来 互动; 并在存储设备上维护客户资料数据。 客户简档数据的维护包括在新交互开始时使用检索到的客户简档数据来检索客户简档数据以决定如何处理新的交互，以及在完成新的交互之后更新客户简档数据以反映 新的互动作为过去的互动之一。
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