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公开(公告)号：US20230370547A1
公开(公告)日：2023-11-16
申请号：US18304190
申请日：2023-04-20
发明人： Geoff Willshire , Florian Treml , Christoph Börner
CPC分类号： H04M3/493 , G06F16/22 , H04M3/4938 , H04M7/1295 , H04M3/24 , G10L15/22 , G06F16/24
摘要： A system and method for chatbot and search engine integration comprising chatbot crawler engine configured to detect all possible paths through a conversational flow between a chatbot and a user, and also comprising a chatbot search integration manager configured to receive a processed conversation flow from the chatbot crawler engine, parse the conversation flow to identify keywords and features, and build an indexable data structure which can be integrated into search engines in order to expose the information and data contained within the chatbot's knowledge base. This integration may allow search engine users to be redirected to a website hosting the chatbot when an indexed data structure comprises information relevant to a search engine query.
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公开(公告)号：US11489962B2
公开(公告)日：2022-11-01
申请号：US16985652
申请日：2020-08-05
发明人： Geoff Willshire
摘要： A system and method for automated customer response system mapping and duplication to provide for a common Interactive Voice Response (“IVR”) system import language or structure, comprising a contact center crawler which connects with an existing automated contact center system, may navigate and map that system by recording and selecting each available option or by interfacing with the code that makes up the IVR itself to generate a model, records the response to each selected option, and feeds the options and responses to a tree creator; a CX model generator which organizes the options and responses into a data map such as a tree or more graph-like or map-like structure, where logical conditions or operations such as loops and recursion may be present; and a coding engine that generates programmatic code representing the data model that is imported into another IVR platform for execution.
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公开(公告)号：US20220252666A1
公开(公告)日：2022-08-11
申请号：US17574091
申请日：2022-01-12
发明人： Tony Dux , Geoff Willshire
IPC分类号： G01R31/319 , H02M3/335 , G01R31/317
摘要： A system and methods for adaptive bi-direction audio wiring, in which a circuit may be attached via a headset port using RJ9 pin configurations in a phone handset, and dynamically test many different phone handset configurations for optimal audio pathing and processing for speaker and microphone audio generation with minimal noise, static, or power fluctuation.
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公开(公告)号：US20220060581A1
公开(公告)日：2022-02-24
申请号：US17337933
申请日：2021-06-03
发明人： Geoff Willshire
摘要： A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.
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公开(公告)号：US20210304106A1
公开(公告)日：2021-09-30
申请号：US17317536
申请日：2021-05-11
发明人： Alok Kulkarni , Geoff Willshire
摘要： A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.
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公开(公告)号：US20210092229A1
公开(公告)日：2021-03-25
申请号：US16985652
申请日：2020-08-05
发明人： Geoff Willshire
摘要： A system and method for automated customer response system mapping and duplication to provide for a common Interactive Voice Response (“IVR”) system import language or structure, comprising a contact center crawler which connects with an existing automated contact center system, may navigate and map that system by recording and selecting each available option or by interfacing with the code that makes up the IVR itself to generate a model, records the response to each selected option, and feeds the options and responses to a tree creator; a CX model generator which organizes the options and responses into a data map such as a tree or more graph-like or map-like structure, where logical conditions or operations such as loops and recursion may be present; and a coding engine that generates programmatic code representing the data model that is imported into another IVR platform for execution.
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公开(公告)号：US10659402B2
公开(公告)日：2020-05-19
申请号：US15083259
申请日：2016-03-28
发明人： Alok Kulkarni , Geoff Willshire
IPC分类号： G06F15/16 , H04L12/58 , H04M3/51 , H04M3/32 , H04L29/08 , H04M3/28 , H04M7/00 , H04L12/24 , H04L12/26
摘要： A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
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8.发明授权公开(公告)号：US10447848B2
公开(公告)日：2019-10-15
申请号：US15468104
申请日：2017-03-23
发明人： Brian Chapman , Geoff Willshire
摘要： A system and methods for reliable call recording testing and proprietary customer information retrieval, wherein recording may be both active and passive in nature, recording call audio from the moment a call begins such as to include dial tones, IVR interactions, and other non-conversation call contents that may generally be omitted in traditional recordings. These recordings may then be compared to similar recordings collected by traditional systems to “align” the recordings, identifying portions of the call that may have been omitted from one recording by using audio fingerprinting to match recordings up for improved analysis.
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公开(公告)号：US10326880B2
公开(公告)日：2019-06-18
申请号：US15963704
申请日：2018-04-26
发明人： Alok Kulkarni , Geoff Willshire
摘要： A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.
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公开(公告)号：US10127513B1
公开(公告)日：2018-11-13
申请号：US15632369
申请日：2017-06-25
发明人： Alok Kulkarni , Geoff Willshire
摘要： A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.
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