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公开(公告)号：US10223581B2
公开(公告)日：2019-03-05
申请号：US14979414
申请日：2015-12-27
Applicant: Interactive Intelligence Group, Inc.
Inventor： Richard J. Walsh , David Allan Ertel, II
Abstract: A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.
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公开(公告)号：US10033864B2
公开(公告)日：2018-07-24
申请号：US14714939
申请日：2015-05-18
Applicant: Interactive Intelligence Group, Inc.
Inventor： Kalpit Patel , Richard J. Walsh , Michael David Snyder
Abstract: Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.
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公开(公告)号：US20170277412A1
公开(公告)日：2017-09-28
申请号：US15346832
申请日：2016-11-09
Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.
Inventor： Ryan B. Curtis , Payvand Moaddel , Richard J. Walsh , Donald E. Brown
IPC: G06F3/0484 , G06Q30/06 , G06F3/0482 , H04L29/06 , H04L29/08
CPC classification number: G06F3/04845 , G06F3/0482 , G06Q30/0613 , G06Q30/0643 , G06T11/00 , H04L67/02 , H04L67/42 , H04W88/02 , H04W88/08
Abstract: A method is presented for the use of virtual reality in a contact center environment. A customer may be viewing a virtual reality scene in a virtual reality environment and desire to initiate an interaction from within the virtual reality world. The interaction may be to bring in one or more additional parties to the virtual reality session. The customer may want to connect with an agent in a contact center and/or with an additional party at any time during the session. An interaction may be initiated from a menu of options in real-time, allowing for a customer to share their virtual reality session with the one or more additional parties.
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公开(公告)号：US20160309032A1
公开(公告)日：2016-10-20
申请号：US14688610
申请日：2015-04-16
Applicant: Interactive Intelligence Group, Inc.
Inventor： Kalpit Patel , Richard J. Walsh , Richard M. Neidermyer
CPC classification number: H04M3/5166 , H04M3/42068 , H04M3/42153
Abstract: Methods for enhancing call experiences through personal rules are provided. In one example, a method includes the steps of receiving a phone call and caller identification information associated with the phone call and routing the phone call to an interactive voice response system. A caller profile is developed based on a comparison of the caller identification information and one or more data stores. The caller profile is matched with a predetermined personal rule, and a dynamic message is generated in the interactive voice response system based on the matching predetermined personal rule.
Abstract translation: 提供了通过个人规则增强呼叫体验的方法。 在一个示例中，一种方法包括以下步骤：接收与电话呼叫相关联的电话呼叫和呼叫者识别信息，并将电话呼叫路由到交互式语音响应系统。 基于呼叫者识别信息和一个或多个数据存储的比较来开发呼叫者简档。 呼叫者简档与预定的个人规则相匹配，并且基于匹配的预定个人规则在交互式语音响应系统中生成动态消息。
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公开(公告)号：US20170185829A1
公开(公告)日：2017-06-29
申请号：US14979414
申请日：2015-12-27
Applicant: Interactive Intelligence Group, Inc.
Inventor： Richard J. Walsh , David Allan Ertel, II
CPC classification number: G06K9/00348 , G06K9/00342 , G06K9/00711 , G06T2207/10016 , G06T2207/30196 , G09B19/04 , G10L25/57 , G10L25/63
Abstract: A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.
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Patent Agency Ranking
6.发明授权公开(公告)号：US10462300B2
公开(公告)日：2019-10-29
申请号：US15980995
申请日：2018-05-16
Applicant: Interactive Intelligence Group, Inc.
Inventor： Alexander G. Dumaine , Richard J. Walsh
Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.
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7.发明申请公开(公告)号：US20170353605A1
公开(公告)日：2017-12-07
申请号：US15612919
申请日：2017-06-02
Applicant: Interactive Intelligence Group, Inc.
Inventor： Alexander G. Dumaine , Richard J. Walsh
CPC classification number: H04M3/5232 , G06K9/00268 , G06K9/00315 , G06K9/6267 , G06Q10/063112 , G06Q30/016 , H04M3/5183 , H04N7/147
Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.
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公开(公告)号：US20170257489A1
公开(公告)日：2017-09-07
申请号：US15295829
申请日：2016-10-17
Applicant: Interactive Intelligence Group, Inc.
Inventor： Richard J. Walsh , Michael D. Snyder
IPC: H04M3/533
CPC classification number: H04M3/53366 , H04M3/493 , H04M3/5166 , H04M3/53333 , H04M2201/40
Abstract: A system and method are presented for voicemail acceleration. A voicemail acceleration system, which functions to accelerate the experience of a user, is associated with at least one user device. A user may initiate an interaction with another user, wherein the device associated with the voicemail acceleration system detects that the interaction is being sent to voicemail through contact analysis. A pre-established message and/or a number of options may be presented to the user initiating the interaction, wherein the user may choose an option or elect to automatically leave a message and end the interaction on their end. The voicemail acceleration system provides the retrieved message to the other user and finishes the interaction.
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公开(公告)号：US20160344869A1
公开(公告)日：2016-11-24
申请号：US14714939
申请日：2015-05-18
Applicant: Interactive Intelligence Group, Inc.
Inventor： Kalpit Patel , Richard J. Walsh , Michael David Snyder
CPC classification number: H04M3/42382 , G10L15/26 , G10L15/32 , H04L51/04 , H04L51/066 , H04M3/523 , H04M7/0045 , H04M2201/40 , H04M2201/60
Abstract: Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.
Abstract translation: 提供了将通信动态切换到文本交互的方法。 在一个示例中，一种方法包括接收电话呼叫并确定语音队列等待时间超过预定阈值的步骤。 基于确定将电话路由到语音到文本队列，并且与电话呼叫相关联的音频信号被转换为即时消息交互。
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公开(公告)号：US09497326B1
公开(公告)日：2016-11-15
申请号：US15060330
申请日：2016-03-03
Applicant: Interactive Intelligence Group, Inc.
Inventor： Richard J. Walsh , Michael D. Snyder
CPC classification number: H04M3/53366 , H04M3/493 , H04M3/5166 , H04M3/53333 , H04M2201/40
Abstract: A system and method are presented for voicemail acceleration. A voicemail acceleration system, which functions to accelerate the experience of a user, is associated with at least one user device. A user may initiate an interaction with another user, wherein the device associated with the voicemail acceleration system detects that the interaction is being sent to voicemail through contact analysis. A pre-established message and/or a number of options may be presented to the user initiating the interaction, wherein the user may choose an option or elect to automatically leave a message and end the interaction on their end. The voicemail acceleration system provides the retrieved message to the other user and finishes the interaction.
Abstract translation: 提出了一种用于语音邮件加速的系统和方法。 用于加速用户体验的功能的语音邮件加速系统与至少一个用户设备相关联。 用户可以发起与另一用户的交互，其中与语音邮件加速系统相关联的设备检测到通过联系分析将交互发送到语音邮件。 可以向发起交互的用户呈现预先建立的消息和/或多个选项，其中用户可以选择选项或选择自动留下消息并在其结束时结束交互。 语音邮件加速系统将检索到的消息提供给其他用户并完成交互。
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