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    Federated intelligent contact center concierge service
    2.
    发明授权
    Federated intelligent contact center concierge service 有权

    公开(公告)号：US12120267B2

    公开(公告)日：2024-10-15

    申请号：US17748025

    申请日：2022-05-18

    申请人： Avaya Management L.P.

    发明人： Kevin R. Plain ,  John Young

    IPC分类号： H04M3/493 ,  G10L15/06 ,  G10L15/16 ,  H04L9/00

    CPC分类号： H04M3/4936 ,  G10L15/063 ,  G10L15/16 ,  H04L9/50

    摘要： Customers often call a contact center to resolve an issue only to find the contact center cannot resolve the customer's issue and instead requires a third party to perform some action. By monitoring a customer's communication with an agent, an automated process may generate a workflow to address the issue comprising at least one action to be performed by a third party. The third party is then contacted, in real-time or offline, and provided with their actions to be performed. Records are written to a blockchain describing authentications, actions to take and by whom, and the completion of such actions. The resulting success, or lack thereof, is provided as feedback to further refine the accuracy of the automatic determinations of the workflow and/or the identity of the particular third parties.

    SYSTEM(S) AND METHOD(S) FOR IMPLEMENTING A PERSONALIZED CHATBOT
    5.
    发明公开
    SYSTEM(S) AND METHOD(S) FOR IMPLEMENTING A PERSONALIZED CHATBOT 审中-公开

    公开(公告)号：US20240205332A1

    公开(公告)日：2024-06-20

    申请号：US18082424

    申请日：2022-12-15

    申请人： GOOGLE LLC

    发明人： Yoav Tzur ,  Yaniv Leviathan ,  Yossi Matias ,  Jan Jedrzejowicz

    IPC分类号： H04M3/493 ,  G06F40/35 ,  G10L13/02 ,  G10L15/18 ,  G10L15/22 ,  H04M3/527

    CPC分类号： H04M3/4936 ,  G06F40/35 ,  G10L13/02 ,  G10L15/1815 ,  G10L15/22 ,  H04M3/527 ,  G10L2015/223

    摘要： Processor(s) of a client device of a user can receive a telephone call that is initiated by an additional user, and, in response to receiving the telephone call, identify an entity that is associated with the additional user, and determine, based on the entity that is associated with the additional user, whether to (1) fully automate the telephone call, or (2) partially automate the telephone call. In fully automating the telephone call, the processor(s) can cause a chatbot to engage in a corresponding conversation with the additional user and without prompting the user for any input. In partially automating the telephone call, the processor(s) can cause the chatbot to engage in a corresponding conversation with the additional user but with prompting the user for input(s) via suggestion chip(s). In some implementations, the processor(s) can further determine whether to (3) refrain from automating the telephone call entirely.

    REDUCING TELEPHONE NETWORK TRAFFIC THROUGH UTILIZATION OF PRE-CALL INFORMATION
    6.
    发明公开
    REDUCING TELEPHONE NETWORK TRAFFIC THROUGH UTILIZATION OF PRE-CALL INFORMATION 审中-公开

    公开(公告)号：US20240205331A1

    公开(公告)日：2024-06-20

    申请号：US18082403

    申请日：2022-12-15

    申请人： GOOGLE LLC

    发明人： Yoav Tzur ,  Yaniv Leviathan ,  Yossi Matias ,  Eyal Segalis

    IPC分类号： H04M3/493 ,  G10L15/22 ,  G10L15/30

    CPC分类号： H04M3/493 ,  G10L15/22 ,  G10L15/30 ,  G10L15/1815 ,  G10L2015/223

    摘要： Implementations receive, via a client device, user input to initiate a telephone call with an entity, and, in response to receiving the user input to initiate the telephone call with the entity and prior to initiating the telephone call with the entity: obtain pre-call information that is stored in association with the entity, and cause the pre-call information that is stored in association with the entity to be provided for presentation to the user via the client device. The pre-call information may include any information that would be provided for presentation to a user subsequent to initiation of the telephone call with the entity. Further, implementations determine, based on user consumption of the pre-call information, whether to (1) proceed with initiating the telephone call with the entity, or (2) refrain from initiating the telephone call with the entity, and cause the client device to implement the appropriate action.

    SYSTEMS AND METHODS FOR HANDLING CUSTOMER CONVERSATIONS AT A CONTACT CENTER
    8.
    发明公开
    SYSTEMS AND METHODS FOR HANDLING CUSTOMER CONVERSATIONS AT A CONTACT CENTER 审中-公开

    公开(公告)号：US20240187524A1

    公开(公告)日：2024-06-06

    申请号：US18437686

    申请日：2024-02-09

    申请人： Kore.ai, Inc.

    发明人： Rajkumar KONERU ,  Prasanna Kumar Arikala Gunalan ,  Rajavardhan Nalluri

    IPC分类号： H04M3/51 ,  G10L15/26 ,  H04M3/493

    CPC分类号： H04M3/5175 ,  G10L15/26 ,  H04M3/4936 ,  H04M2203/403

    摘要： A contact center server receives an input from a customer device as part of a conversation. The contact center server (CCS) identifies at least one of: one or more intents, one or more entities, or one or more entity values from the input. The CCS detects one or more escalation conditions based on the input and pauses the conversation based on the detected one or more escalation conditions. The CCS outputs a conversation transcript and the identified one or more intents, the one or more entities, or the one or more entity values to an agent device. The CCS receives agent-identified-information or agent-modified-information from the agent device. Subsequently, the CCS resumes the conversation by providing a response to the input based on the received agent-identified-information or the agent-modified-information.