Patents by Inventor Charles Richard COOKE
Charles Richard COOKE has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 10623571Abstract: Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.Type: GrantFiled: July 10, 2018Date of Patent: April 14, 2020Assignee: [24]7.ai, Inc.Inventors: Stephen J. Griesmer, James Gordon Beattie, Jr., Charles Richard Cooke, Monowar Hossain, Steven H. Lewis, Benjamin Rudman
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Publication number: 20180324301Abstract: Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.Type: ApplicationFiled: July 10, 2018Publication date: November 8, 2018Inventors: Stephen J. GRIESMER, James Gordon BEATTIE, JR., Charles Richard COOKE, Monowar HOSSAIN, Steven H. LEWIS, Benjamin RUDMAN
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Patent number: 10051123Abstract: Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.Type: GrantFiled: February 3, 2017Date of Patent: August 14, 2018Assignee: [27]7.ai, Inc.Inventors: Stephen J. Griesmer, James Gordon Beattie, Charles Richard Cooke, Monowar Hossain, Steven H. Lewis, Benjamin Rudman
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Publication number: 20170149973Abstract: Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.Type: ApplicationFiled: February 3, 2017Publication date: May 25, 2017Inventors: Stephen J. GRIESMER, James Gordon BEATTIE, JR., Charles Richard COOKE, Monowar HOSSAIN, Steven H. LEWIS, Benjamin RUDMAN
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Patent number: 9635176Abstract: A system for providing automated assistance to an agent includes a database that stores an automated assistance session in association with a client terminal. The automated assistance session comprises communications between the client terminal and an agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.Type: GrantFiled: June 15, 2015Date of Patent: April 25, 2017Assignee: 24/7 Customer, Inc.Inventors: Stephen J. Griesmer, James Gordon Beattie, Jr., Charles Richard Cooke, Monowar Hossain, Steven H. Lewis, Benjamin Rudman
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Publication number: 20150281447Abstract: A system for providing automated assistance to an agent includes a database that stores an automated assistance session in association with a client terminal. The automated assistance session comprises communications between the client terminal and an agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.Type: ApplicationFiled: June 15, 2015Publication date: October 1, 2015Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.Inventors: Stephen J. GRIESMER, James Gordon BEATTIE, JR., Charles Richard COOKE, Monowar HOSSAIN, Steven H. LEWIS, Benjamin RUDMAN
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Publication number: 20120089683Abstract: An apparatus provides automated assistance to an agent. The apparatus includes a receiver that receives a client communication from a client terminal via a network. A processor processes the client communication and determines a plurality of agent statements based on the client communication. The plurality of agent statements is displayed on a display. An input receives an agent communication from the agent. The agent communication is selected from a custom statement input by the agent and one of the plurality of agent statements selected by the agent. A transmitter transmits the agent communication to the client terminal via the network.Type: ApplicationFiled: October 6, 2010Publication date: April 12, 2012Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.Inventors: Stephen J. GRIESMER, James Gordon BEATTIE, JR., Charles Richard COOKE, Monowar HOSSAIN, Steven H. LEWIS, Benjamin RUDMAN