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公开(公告)号：US10554595B2
公开(公告)日：2020-02-04
申请号：US15717509
申请日：2017-09-27
Inventor： Andrea Friio , Bruce Eidsvik
Abstract: A method of establishing communication across contact center systems of unaffiliated entities includes receiving a first signal from a first server of a first contact center system, the first signal being indicative of an event associated with a first entity of the unaffiliated entities, identifying a user based on an identifier embedded within the first signal, identifying one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user, predicting impact of the event on the one or more second entities, identifying a particular entity from among the one or more second entities predicted to be impacted by the event, and generating a second signal for transmission to a second server of a second contact center system associated with the identified particular entity, the second signal including data corresponding to the user and the event.
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Patent Agency Ranking
公开(公告)号：US20170118337A1
公开(公告)日：2017-04-27
申请号：US15289932
申请日：2016-10-10
Inventor： Praphul Kumar , Scott Kolman , Andrea Friio , Yochai Konig
CPC classification number: H04M3/4938 , H04L65/1063 , H04L67/02 , H04M3/42136 , H04M2203/253
Abstract: 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.
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公开(公告)号：US10270908B2
公开(公告)日：2019-04-23
申请号：US15289932
申请日：2016-10-10
Inventor： Praphul Kumar , Scott Kolman , Andrea Friio , Yochai Konig
Abstract: 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.
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4.发明授权公开(公告)号：US11363141B2
公开(公告)日：2022-06-14
申请号：US17411338
申请日：2021-08-25
Inventor： Andrea Friio
Abstract: A method for resolving customer requests that includes: providing a personal bot assistant and an asynchronous resolution facilitator; receiving a customer request from a first customer and producing a transcript thereof; determining an intent based on the transcript and customer information relating to the determined intent; transmitting an initial set of data to the asynchronous resolution facilitator and assembling therefrom a resolution package that includes an agent interface showing information required to expeditiously resolve the customer request including one or more recommended business processes; displaying the agent interface on a screen of the agent device; receiving input from the agent device that indicates the agent has completed preparing a resolution for the customer request; and providing notification to the first customer of the achieved resolution via the personal device of the first customer.
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公开(公告)号：US11200485B2
公开(公告)日：2021-12-14
申请号：US16714499
申请日：2019-12-13
Inventor： Andrea Friio , Arnaud Lejeune , Stephane Halter , Anthony J. Bates
Abstract: A method of anticipating user action by a contact center system based on machine learning includes receiving, by a processor of the contact center system, a first signal from an end user device in communication with the contact center system, the first signal being indicative of an event associated with a user journey, the user journey including a plurality of events, identifying, by the processor, a subset of the plurality of events of the user journey as a plurality of input events, predicting, by the processor, a next event associated with the user journey based on the plurality of input events; and generating, by the processor, a second signal for transmission to the end user device, the second signal including data corresponding to the next event.
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6.发明申请公开(公告)号：US20180337875A1
公开(公告)日：2018-11-22
申请号：US15717509
申请日：2017-09-27
Inventor： Andrea Friio , Bruce Eidsvik
CPC classification number: H04L51/046 , G06N3/084 , G06N5/04 , G06N5/045 , G06N20/20 , G06Q10/1093 , G06Q50/14 , H04L51/14 , H04L67/10 , H04L67/1097 , H04L67/141 , H04L67/22 , H04L67/28 , H04L67/40
Abstract: A method of establishing communication across contact center systems of unaffiliated entities includes receiving a first signal from a first server of a first contact center system, the first signal being indicative of an event associated with a first entity of the unaffiliated entities, identifying a user based on an identifier embedded within the first signal, identifying one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user, predicting impact of the event on the one or more second entities, identifying a particular entity from among the one or more second entities predicted to be impacted by the event, and generating a second signal for transmission to a second server of a second contact center system associated with the identified particular entity, the second signal including data corresponding to the user and the event.
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