Patents by Inventor Cordell Coy

Cordell Coy 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).

  • System and method for automated customer service with contingent live interaction
    Patent number: 9549065
    Abstract: A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation to live support if it appears necessary.
    Type: Grant
    Filed: October 24, 2012
    Date of Patent: January 17, 2017
    Assignee: Convergys Customer Management Delaware LLC
    Inventors: Jayant M. Naik, Cordell Coy, Dale Robert Peterson, Joseph DiFonzo, Stephen D. Weagraff, Matthew Yuschik, Michael Louis Nutter, Robert Birch, Scot Cunningham, Woosung Kim, Scott Irwin
  • Process for automated deployment of natural language
    Patent number: 8027457
    Abstract: There is disclosed a system and method for monitoring and updating an interactive voice response system through the use of a human agent who reviews the responses provided by a computer system and makes recommendations which are then used as data for updating the interactive voice response system. There is further disclosed a user interface for allowing the human agent to review the responses provided by the computer system, and to provide alternate responses which could be implemented by the computer system.
    Type: Grant
    Filed: December 1, 2006
    Date of Patent: September 27, 2011
    Inventors: Cordell Coy, Joseph Combs