公开(公告)号：US11716671B2

公开(公告)日：2023-08-01

申请号：US18065447

申请日：2022-12-13

申请人： INCONTACT INC.

发明人： Salil Dhawan ,  Ashish Seth ,  Sebastien Roland Mancel ,  Tushar Deshmukh ,  Deepak Tiwari ,  Saiprasad Vyawahare ,  Omkar Shrihari Joglekar ,  Mukesh Kumar Agarwal ,  Rahul Vyas

IPC分类号： H04W4/00 ,  H04W40/12 ,  H04L43/0829 ,  H04L43/0864 ,  H04L43/087

CPC分类号： H04W40/12 ,  H04L43/087 ,  H04L43/0841 ,  H04L43/0864

摘要： Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.

公开(公告)号：US11477322B1

公开(公告)日：2022-10-18

申请号：US17503372

申请日：2021-10-18

申请人： inContact INC.

发明人： Harshad Ambekar ,  Salil Dhawan ,  Swati Kadu

IPC分类号： H04M3/523 ,  H04M3/51 ,  H04L67/10

摘要： A computerized-method for prioritizing tenants for a service for a request-router in a cloud-based Software-as-a-Service-platform contact-center, is provided herein. When a service-monitoring module for a microservice is operating and a request-router is in a throttle-mode for each service of the microservice, the computerized-method may be operating a Tenants-Prioritization (TP) module for each tenant. The TP module may include: (i) receiving a degradation-level (ii) periodically pulling data from an Automatic-Call-Distribution system to calculate agent-activity-levels and call-queue-size; (iii) maintaining the calculated agent-activity-levels, calculated call-queue-size, tenant-trend-indicator and a preconfigured account-impact-score of the tenant; (iv) determining a tenant-tier-level based on a calculated Tenant-Request-Prioritization score; and (v) providing the tenant-tier-level and a number-of-allowed-requests per tenant-tier-level to the request-router, to provide the service to the tenant and other tenants having the determined tier-level, in a preconfigured time-window, based on the tenant tier-level and the number of allowed requests per tenant tier-level.

公开(公告)号：US12026158B2

公开(公告)日：2024-07-02

申请号：US18144209

申请日：2023-05-07

申请人： inContact INC.

发明人： Damian Brhel ,  Rahul Vyas ,  Salil Dhawan

IPC分类号： G06F16/2453 ,  G06Q10/0633

CPC分类号： G06F16/24534 ,  G06Q10/0633

摘要： A computerized-method for reducing wait-time in a multichannel-contact-center. For each query that is not resolved by a bot: a. selecting a digital-channel-type from a plurality of digital-channel-types; b. operating an aggregator module on the selected digital-channel-type to aggregate the received query and similar pending queries into a group-of-queries; c. operating a tracker-module on the group-of-queries to identify a query-resolution and to send a notification as to the query-resolution to the customer via the digital-channel-type that the query has been received; and d. repeating operations a.-c. until a query-resolution has been identified or all digital-channel-types in the plurality of digital-channel-types have been selected.

公开(公告)号：US11647120B1

公开(公告)日：2023-05-09

申请号：US17746992

申请日：2022-05-18

申请人： inContact INC.

发明人： Salil Dhawan ,  Omkar Joglekar ,  Rahul Vyas

IPC分类号： H04M3/00 ,  H04M3/523 ,  H04M3/51 ,  G06F17/11

CPC分类号： H04M3/5237 ,  G06F17/11 ,  H04M3/5175 ,  H04M3/5238 ,  H04M2203/255 ,  H04M2203/408 ,  H04M2203/551 ,  H04M2203/558

摘要： A computerized-method for redirecting, inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold.

公开(公告)号：US20230123111A1

公开(公告)日：2023-04-20

申请号：US17862431

申请日：2022-07-12

申请人： inContact INC.

发明人： Harshad AMBEKAR ,  Salil Dhawan ,  Swati Kadu

IPC分类号： H04M3/523 ,  H04L67/10

摘要： A computerized-method for service monitoring and rate limiting for a service for a request router in a SaaS-platform-contact-center is provided herein. When a service-monitoring-module for a microservice of the SaaS-platform-contact-center is operating and a request-router is in a throttle-mode for a service-of-the-microservice, operating a Tenants Prioritization (TP) module. The TP module includes: determining a tenant-tier-level having a determined quota-of-service-requests; receiving a degradation-level from the service-monitoring-module, for a preconfigured-period; reducing corresponding predefined total-number-of-allowed-requests by a first-threshold, when the degradation-level of the service-of-the-microservice has degraded by a second-threshold, during the preconfigured-period; increasing the corresponding predefined total-number-of-allowed-requests by the first-threshold, when the degradation-level of the service-of-the-microservice has improved by the second-threshold, during the preconfigured period; and instructing the request-router to get out of throttle-mode for the service-of-the-microservice, when the degradation-level of the service-of-the-microservice has improved by the second-threshold during the preconfigured period and there is an indication that the service-of-the-microservice has been degraded.

公开(公告)号：US20240005254A1

公开(公告)日：2024-01-04

申请号：US17852589

申请日：2022-06-29

申请人： InContact, Inc.

发明人： Atish SHARMA ,  Salil Dhawan ,  Madhvi Sharma

IPC分类号： G06Q10/06

CPC分类号： G06Q10/06393

摘要： A computerized system and method may analyze data representing remotely connected computer systems, which may be for example used by agents as part of their activity and/or routine within a given system or organization, to assess and/or quantify critical factors that may impact the output and/or efficiency for a given agent or a plurality of agents within the system or organization. In a computerized-system comprising one or more processors, and a memory including a data store of agents' data and metrics, embodiments of the invention may collect a plurality of data streams, which may include call and/or chat data and/or metadata; store the data streams in an appropriate database; periodically extract parts of the stored data from the database, and calculate effectiveness scores based on the extracted data; and transmit the calculated scores to potential data utilizers and/or target applications, to be presented via a user interface thereof.

公开(公告)号：US11782940B2

公开(公告)日：2023-10-10

申请号：US17506684

申请日：2021-10-21

申请人： inContact INC.

发明人： Rahul Vyas ,  Salil Dhawan

IPC分类号： G06F16/24 ,  G06F16/2458 ,  G06F16/2452 ,  H04M3/51 ,  G06F40/30

CPC分类号： G06F16/2474 ,  G06F16/24522 ,  G06F40/30 ,  H04M3/5183

摘要： A computerized-method for improving queries operation in a multichannel contact center is provided herein. The computerized-method includes: (i) operating a stream processing application for each new query of a customer to store query-related data and to identify one or more queries of the customer in a cloud-contact data store. The cloud-contact data store may have one or more interactions-queue types, when one or more queries have been identified: (a) operating a repetition module on the identified one or more queries of the customer to filter out two or more queries having a common query-topic; (b) operating a Natural Language Understanding (NLU) module on the filtered two or more queries having a common topic to identify two or more identical queries. Each query of the identified two or more identical queries have a unique query identification number; and (c) handling the two or more identical.

公开(公告)号：US11657049B1

公开(公告)日：2023-05-23

申请号：US17673840

申请日：2022-02-17

申请人： inContact INC.

发明人： Damian Brhel ,  Rahul Vyas ,  Salil Dhawan

IPC分类号： G06F16/2453 ,  G06Q10/0633

CPC分类号： G06F16/24534 ,  G06Q10/0633

摘要： A computerized-method for reducing wait-time in a multichannel-contact-center is provided herein. For each query that is not resolved by a hot, operating a Channel-Agnostic-Queuing (CAQ) module. The CAQ-module includes: a. selecting a digital-channel-type in a predetermined order; b. operating an aggregator module on the selected digital-channel-type to: (i) identify similar pending queries in a queue-database related to the digital-channel-type: and (ii) aggregate the received query and the identified similar pending queries into a group-of-queries; c. operating a tracker-module on the group-of-queries to identify a query-resolution and to send a notification as to the query-resolution to the customer and to related customers of the identified similar pending queries; and d. when a total-parking-period of the plurality of digital-channel-types is lower than an expected wait-time of the received query and the received query hasn't been resolved, repeating operations a.-c. until a query-resolution has been identified or all digital-channel-types have been selected.

公开(公告)号：US20230305897A1

公开(公告)日：2023-09-28

申请号：US17701806

申请日：2022-03-23

申请人： InContact Inc.

发明人： Swati Pranay Kadu ,  Salil Dhawan ,  Mukesh Kumar Agarwal ,  Karthik Srinivasan ,  Akhilesh Suresh Mahajan

IPC分类号： G06F9/50 ,  G06F16/27 ,  G06F16/25

CPC分类号： G06F9/5038 ,  G06F16/27 ,  G06F16/256 ,  G06F2209/5021

摘要： A method and system for data synchronization in a multi-tenant data synchronization system is provided. The method and system can allow for prioritizing events from a plurality of tenants for synchronization based at least one, a tenant prioritization score

公开(公告)号：US20230281198A1

公开(公告)日：2023-09-07

申请号：US18144209

申请日：2023-05-07

申请人： InContact INC.

发明人： Damian Brhel ,  Rahul Vyas ,  Salil Dhawan

IPC分类号： G06F16/2453 ,  G06Q10/0633

CPC分类号： G06F16/24534 ,  G06Q10/0633

摘要： A computerized-method for reducing wait-time in a multichannel-contact-center. For each query that is not resolved by a bot: a. selecting a digital-channel-type from a plurality of digital-channel-types; b. operating an aggregator module on the selected digital-channel-type to aggregate the received query and similar pending queries into a group-of-queries; c. operating a tracker-module on the group-of-queries to identify a query-resolution and to send a notification as to the query-resolution to the customer via the digital-channel-type that the query has been received; and d. repeating operations a.-c. until a query-resolution has been identified or all digital-channel-types in the plurality of digital-channel-types have been selected.