公开(公告)号：US11706339B2

公开(公告)日：2023-07-18

申请号：US16668265

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Charanya Kannan ,  Bruno Antunes ,  Joao Carmo ,  Marco Costa

IPC: H04M3/51 ,  G10L15/22 ,  G10L15/18 ,  G10L25/63 ,  G10L15/30 ,  G06F16/953 ,  G06F9/54 ,  G06Q30/016 ,  G10L15/26 ,  H04M3/493 ,  H04M3/523 ,  H04M11/10 ,  G06F16/903 ,  G06F16/9038 ,  G06N20/00 ,  G06F40/279 ,  G06F40/205 ,  G06F40/30 ,  G06N5/04 ,  H04L67/10 ,  G06Q10/1093 ,  G06F16/9538 ,  G10L17/00 ,  G10L17/06 ,  G10L21/0272 ,  H04M3/42 ,  H04W4/14 ,  G06F16/23 ,  G06F16/242 ,  G06F16/248 ,  G06N3/006 ,  G06Q10/107 ,  G06F40/174 ,  G06F16/9535 ,  G06F16/2457 ,  G10L15/02 ,  G06N5/02 ,  G06F16/25 ,  G10L15/08 ,  G06F3/0484 ,  G06F3/0485

CPC classification number: H04M3/5183 ,  G06F9/54 ,  G06F16/2379 ,  G06F16/248 ,  G06F16/2425 ,  G06F16/24575 ,  G06F16/252 ,  G06F16/9038 ,  G06F16/90335 ,  G06F16/953 ,  G06F16/9535 ,  G06F16/9538 ,  G06F40/174 ,  G06F40/205 ,  G06F40/279 ,  G06F40/30 ,  G06N3/006 ,  G06N5/02 ,  G06N5/04 ,  G06N20/00 ,  G06Q10/107 ,  G06Q10/1095 ,  G06Q30/016 ,  G10L15/02 ,  G10L15/1815 ,  G10L15/1822 ,  G10L15/22 ,  G10L15/26 ,  G10L15/30 ,  G10L17/00 ,  G10L17/06 ,  G10L21/0272 ,  G10L25/63 ,  H04L67/10 ,  H04M3/42382 ,  H04M3/4933 ,  H04M3/4936 ,  H04M3/4938 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5237 ,  H04M11/10 ,  H04W4/14 ,  G06F3/0484 ,  G06F3/0485 ,  G10L2015/088 ,  G10L2015/223 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/558 ,  H04M2203/6045 ,  H04M2203/6072

Abstract: Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

公开(公告)号：US20230029707A1

公开(公告)日：2023-02-02

申请号：US17962179

申请日：2022-10-07

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Charanya Kannan ,  Bruno Antunes ,  Joao Carmo ,  Marco Costa

IPC: H04M3/51 ,  G10L15/22 ,  G10L15/18 ,  G10L25/63 ,  G10L15/30 ,  G06F16/953 ,  G06F9/54 ,  G06Q30/00 ,  G10L15/26 ,  H04M3/493 ,  H04M3/523 ,  H04M11/10 ,  G06F16/903 ,  G06F16/9038 ,  G06N20/00 ,  G06F40/279 ,  G06F40/205 ,  G06F40/30 ,  G06N5/04 ,  H04L67/10 ,  G06Q10/10 ,  G06F16/9538 ,  G10L17/00 ,  G10L17/06 ,  G10L21/0272 ,  H04M3/42 ,  H04W4/14 ,  G06F16/23 ,  G06F16/242 ,  G06F16/248 ,  G06N3/00 ,  G06F40/174 ,  G06F16/9535 ,  G06F16/2457 ,  G10L15/02 ,  G06N5/02 ,  G06F16/25

Abstract: Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

公开(公告)号：US11019209B2

公开(公告)日：2021-05-25

申请号：US16699630

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  H04M3/493

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

公开(公告)号：US20210142247A1

公开(公告)日：2021-05-13

申请号：US16684767

申请日：2019-11-15

Applicant: Talkdesk, Inc.

Inventor： Jason Fama ,  Richard Lawrence ,  Spencer Wiedman ,  Tiago Paiva

IPC: G06Q10/06 ,  H04M3/523

Abstract: A system for predicting freelancer needs for an entity such as a contact center is provided. The system determines a residual for a queue at an interval based on the number of agents scheduled to wok during the interval, a forecast associated with the queue for the interval, and a service level goal for the interval. A residual is defined as the number of agents needed for the queue for the interval in order to meet the service goal for the interval. After determining the residual, the system can request one or more agents to work on the queue during the interval. As agents are scheduled for the queue for the interval, the residual may be recalculated to determine if additional contractor agents may be requested.

公开(公告)号：US20210136208A1

公开(公告)日：2021-05-06

申请号：US16668306

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Bruno Antunes

IPC: H04M3/51 ,  G06Q50/00 ,  G06Q50/26 ,  G06Q30/00 ,  G06N3/00 ,  G06N5/04 ,  G06N5/02 ,  G06F16/23 ,  H04M3/22 ,  H04M3/42 ,  G10L15/22 ,  G10L15/18 ,  G10L13/047 ,  G06F16/332

Abstract: A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.

公开(公告)号：US20210134284A1

公开(公告)日：2021-05-06

申请号：US16668382

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Jafar Adibi ,  Tiago Paiva ,  Bruno Antunes

IPC: G10L15/22 ,  G06N3/00 ,  G06N5/04 ,  G06N5/02 ,  G06Q30/00 ,  G10L15/18 ,  G10L15/02 ,  G10L13/04 ,  G10L13/033 ,  G10L15/30

Abstract: A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.

公开(公告)号：US20210084169A1

公开(公告)日：2021-03-18

申请号：US16699648

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/493

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

公开(公告)号：US20210084163A1

公开(公告)日：2021-03-18

申请号：US16699630

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/493

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

公开(公告)号：US20210084153A1

公开(公告)日：2021-03-18

申请号：US16699626

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  G06F3/0482

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

公开(公告)号：US20210084152A1

公开(公告)日：2021-03-18

申请号：US16699622

申请日：2019-11-30

Applicant: Talkdesk, Inc.

Inventor： Tiago Paiva

IPC: H04M3/51 ,  G06F3/0482

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.