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1.发明授权公开(公告)号：US11818296B2
公开(公告)日：2023-11-14
申请号：US17504389
申请日：2021-10-18
Applicant: Mitel Networks Corporation
Inventor： Jonathan Braganza , Kevin Lee
IPC: H04M3/523 , G06Q10/06 , H04M3/51 , G06Q10/0631
CPC classification number: H04M3/5233 , G06Q10/06315 , G06Q10/063112 , H04M3/5175 , H04M2203/2011 , H04M2203/402 , H04M2203/408 , H04M2203/558
Abstract: A method and system matching contact center agents and back office staff with a customer inquiry. Exemplary systems include an expert term extraction engine, a customer term extraction engine, and a matching engine to compare customer request terms to the expert terms from the customer term extraction engine. The comparison determines whether there is a match or potential match between the customer request terms and the stored expert terms. An exemplary system may also include a timer that communicates with one or more communication servers. Back office staff may assist contact center agents when one or more conditions are met, such as when a customer wait time exceeds a predetermined period or when there is no match or potential match between the customer request terms and the stored expert terms for contact center agents.
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公开(公告)号：US20190253553A1
公开(公告)日：2019-08-15
申请号：US15892886
申请日：2018-02-09
Applicant: Afiniti, Ltd.
Inventor： Zia CHISHTI
CPC classification number: H04M3/4285 , H04M3/5191 , H04M3/5232 , H04M3/5235 , H04M3/5238 , H04M2203/2011 , H04M2203/402 , H04M2203/408
Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a preferred hold activity for a contact; presenting, by the at least one computer processor, the preferred hold activity to the contact; and assigning, by the at least one computer processor, the contact to an available agent based on the preferred hold activity.
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3.发明申请公开(公告)号：US20190045060A1
公开(公告)日：2019-02-07
申请号：US16154476
申请日：2018-10-08
Applicant: Ingenio, LLC
Inventor： Neeraj Jandwani
CPC classification number: H04M3/56 , G06F7/026 , G06F16/9535 , G06F17/28 , G06N7/005 , G06N20/00 , G06Q20/14 , G06Q30/0275 , G09B7/00 , G10L15/26 , H04L65/1069 , H04L65/80 , H04M3/42221 , H04M3/5232 , H04M3/5233 , H04M7/003 , H04M2201/40 , H04M2203/2061 , H04M2203/408 , H04M2203/551 , H04M2203/558
Abstract: A computing apparatus configured to perform natural language processing, e.g., by comparing the words in a communication transcript of a user to a list of keywords, to generate an input vector representing a pattern of text in the communication transcript. A predictive model is generated from correlating input vectors to user ranking scores, e.g., for retention. The input vector determined from a communication transcript is applied to the computation model to compute a predicted retention score of the user. The retention score can be used, for example, to select a personalized recommendation for a communication connection to an adviser and/or a targeted offer.
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公开(公告)号：US10063702B2
公开(公告)日：2018-08-28
申请号：US15390172
申请日：2016-12-23
Applicant: SHANGHAI XIAOI ROBOT TECHNOLOGY CO., LTD.
Inventor： Siyuan Li , Pinpin Zhu
CPC classification number: H04M3/5166 , G06Q30/016 , H04M3/5183 , H04M2203/408 , H04M2250/74
Abstract: The present disclosure includes an intelligent customer service system comprising a customer end, a customer service robot, and a human customer-service end. The customer service robot is configured to: receive a session message from the customer end; identify content of the session message; determine whether it is capable of processing the session message based on the identified content; if so, obtain an answer message matching the identified content from pre-stored service resource and transmit the answer message to the customer end; or otherwise, set its state to a session suspended state, obtain a comforting answer message matching the session message from the pre-stored service resource, send the comforting answer message to the customer end, and transmit to the human customer-service end the session message that the customer service robot is not capable of processing or the content of which the customer service robot cannot identify.
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公开(公告)号：US20180131809A1
公开(公告)日：2018-05-10
申请号：US15865167
申请日：2018-01-08
Inventor： Hardik Modi , Nikolay Korolev , Herbert Willi Artur Ristock , Conor McGann , Jeffery Karas , Graeme Provan
CPC classification number: H04M3/5232 , H04M3/5175 , H04M2203/408
Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
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Patent Agency Ranking
6.发明申请公开(公告)号：US20180091650A1
公开(公告)日：2018-03-29
申请号：US15831167
申请日：2017-12-04
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky , Nikolay Korolev
CPC classification number: H04M3/5141 , H04M3/51 , H04M3/5133 , H04M3/5158 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5238 , H04M2201/38 , H04M2203/408 , H04M2242/22
Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
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公开(公告)号：US09912812B2
公开(公告)日：2018-03-06
申请号：US14086933
申请日：2013-11-21
Inventor： Leonid Vymenets , David Beilis , Michael Davies , Aaron Surty , Vyacheslav Zhakov , Adrian Lee-Kwen
CPC classification number: H04M3/5175 , H04M3/42161 , H04M3/5183 , H04M2201/42 , H04M2203/158 , H04M2203/355 , H04M2203/408
Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.
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公开(公告)号：US09894210B2
公开(公告)日：2018-02-13
申请号：US15270183
申请日：2016-09-20
Applicant: Wal-Mart Stores, Inc.
Inventor： Jose Casasola
CPC classification number: H04M3/527 , H04M3/493 , H04M3/4938 , H04M7/1295 , H04M2203/306 , H04M2203/408
Abstract: Provided herein are methodologies, systems, apparatus, and non-transitory computer-readable media for providing an adjustable dual-tone multi-frequency (DTMF) phone system. The DTMF phone system includes a DTMF adjustment module that interfaces with a base DTMF phone system and retrieves call parameter values from at least one properties file. The call parameter value is indicative of an audio file to be played by the DTMF phone system, or a DTMF call flow option file. The DTMF adjustment module provides the call parameter values to the base DTMF phone system. The base DTMF phone system includes a number of variables, and a DTMF call flow is generated by assigning at least one of the call parameter values to one or more of the variables within the base DTMF phone system.
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公开(公告)号：US09866695B1
公开(公告)日：2018-01-09
申请号：US15251191
申请日：2016-08-30
Inventor： Hardik Modi , Nikolay Korolev , Herbert Willi Artur Ristock , Conor McGann , Jeffery Karas , Graeme Provan
CPC classification number: H04M3/5232 , H04M3/5175 , H04M2203/408
Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
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公开(公告)号：US20170339276A1
公开(公告)日：2017-11-23
申请号：US15589520
申请日：2017-05-08
Applicant: INTUIT INC.
Inventor： Amir EFTEKHARI , Aliza CARPIO , Joseph ELWELL , Damien O'MALLEY
IPC: H04M3/523
CPC classification number: H04M3/5232 , G06Q30/016 , H04M2203/408
Abstract: An application determines an emotional state of a user based on evaluating facial recognition data of the user captured from the user interacting with the application. The application receives a request from the user to initiate a support call. The request identifies the emotional state of the user. The application predicts, from a set of outcomes of support calls processed by support agents interacting with users having different emotional states, an emotional state that increases a likelihood of achieving a specified outcome for the support call based on the emotional state of the user. The application identifies an available support agent having the predicted emotional state, and assigns the user to interact with the identified support agent for the support call.
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