Patents by Inventor Jeffrey William Cordell
Jeffrey William Cordell 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: 10827068Abstract: Disclosed is a method, apparatus, system and non-transitory computer program product configured to process user call responses and assign caller specific preferences to the user based on the caller's feedback. One example method of processing spoken words from a user of a calling platform may include operations, such as calling a user via a call processing device, and sending a call prompt message to the user after the user has answered the call, the call prompt message soliciting a user response. The user may respond and the response is received as a spoken call greeting from the user in response to the call prompt message. Other operations may include recording the spoken call greeting, and determining whether the spoken call greeting is indicative of a language preference. The system may process the user's word or utterances and assign language preferences to the user based on the user provided information.Type: GrantFiled: May 28, 2019Date of Patent: November 3, 2020Assignee: OPEN INVENTION NETWORK LLCInventors: James K. Boutcher, David Scheet, Jeffrey William Cordell, Daniel E. Smith
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Patent number: 10616166Abstract: A method and apparatus of providing notifications to a customer is disclosed. One example method of operation may include identifying a notification event associated with a customer via a customer management module and retrieving a customer preference record and determining a notification device preference for a customer Internet protocol (IP) device included in the customer preference record. The method may also include transmitting the notification event to the customer's IP device based on the notification device preference, the notification event may include a live agent support option which may be accessed in the event that the automated support options fail to satisfy the customer's questions and concerns.Type: GrantFiled: February 5, 2019Date of Patent: April 7, 2020Assignee: West CorporationInventors: Jeffrey William Cordell, James K. Boutcher
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Patent number: 10601743Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, pre-processing the message to determine a particular contextual classification associated with a word included in the message and assigning the message to a predefined message bucket that has a number of automated responses. The method may also include identifying an automated response to the message that includes contextual information that is based on the parsed word from the message and processing the message to determine whether to generate the automated response and transmit the automated response to an end user device based on a confidence score.Type: GrantFiled: September 4, 2018Date of Patent: March 24, 2020Assignee: West CorporationInventors: Adam Caldwell, Jeffrey William Cordell, James K. Boutcher
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Patent number: 10552845Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider, identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.Type: GrantFiled: June 5, 2018Date of Patent: February 4, 2020Assignee: West CorporationInventors: Adam Caldwell, Jeffrey William Cordell, James K. Boutcher
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Patent number: 10511713Abstract: A method and apparatus of processing a voice call are disclosed. One example method of operation may include recording at least a portion of a conference call and storing the portion of the conference call in memory. The method may also include processing the portion of the conference call to identify at least one segment of interest and adding the at least one segment of interest to an existing work order associated with a third party application. The method may further provide forwarding the at least one segment of interest to a third party computing device.Type: GrantFiled: June 13, 2017Date of Patent: December 17, 2019Assignee: West CorporationInventors: James K. Boutcher, David Scheet, Jeffrey William Cordell
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Patent number: 10432795Abstract: A method and apparatus are disclosed of transmitting live event notification information to a user device. One example method may include retrieving event user preference information from an event user database based on prestored user preferences. The method may also include transmitting an initial event notification message to an end user communication device based on the event user preference information to notify the end user of an upcoming event and receiving a response message from the end user communication device indicating a current availability of the end user. The user device may receive notification information via more than one communication channel and respond in a number of different ways.Type: GrantFiled: June 5, 2018Date of Patent: October 1, 2019Assignee: West CorporationInventors: Jeffrey William Cordell, Michael T. Mateer, Chad David Hendren
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Patent number: 10367937Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider. The method may also include identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.Type: GrantFiled: June 12, 2018Date of Patent: July 30, 2019Assignee: West CorporationInventors: Adam Caldwell, Jeffrey William Cordell, James K. Boutcher
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Patent number: 10306062Abstract: A method, apparatus, system, and non-transitory computer program product configured to process user call responses and assign caller specific preferences to the user based on the caller's feedback. One example being a method of processing spoken words from a user of a calling platform. This may include operations such as calling a user via a call processing device and/or sending a call prompt message to the user after the user has answered the call, wherein the call prompt message solicits a user response. Other operations may include recording the spoken call greeting and determining whether the spoken call greeting is indicative of a language preference. The system may process the user's word(s) or utterances and assign language preferences to the user based on the user provided information.Type: GrantFiled: May 14, 2018Date of Patent: May 28, 2019Assignee: OPEN INVENTION NETWORK LLCInventors: James K. Boutcher, David Scheet, Jeffrey William Cordell, Daniel E. Smith
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Patent number: 10200334Abstract: A method and apparatus of providing notifications to a customer is disclosed. One example method of operation may include identifying a notification event associated with a customer via a customer management module and retrieving a customer preference record and determining a notification device preference for a customer Internet protocol (IP) device included in the customer preference record. The method may also include transmitting the notification event to the customer's IP device based on the notification device preference, the notification event may include a live agent support option which may be accessed in the event that the automated support options fail to satisfy the customer's questions and concerns.Type: GrantFiled: February 21, 2017Date of Patent: February 5, 2019Assignee: West CorporationInventors: Jeffrey William Cordell, James K. Boutcher
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Patent number: 10069770Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, pre-processing the message to determine a particular contextual classification associated with a word included in the message and assigning the message to a predefined message bucket that has a number of automated responses. The method may also include identifying an automated response to the message that includes contextual information that is based on the parsed word from the message and processing the message to determine whether to generate the automated response and transmit the automated response to an end user device based on a confidence score.Type: GrantFiled: November 7, 2017Date of Patent: September 4, 2018Assignee: West CorporationInventors: Adam Caldwell, Jeffrey William Cordell, James K. Boutcher
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Patent number: 9998594Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider. The method may also include identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.Type: GrantFiled: April 11, 2017Date of Patent: June 12, 2018Assignee: West CorporationInventors: Adam Caldwell, Jeffrey William Cordell, James K. Boutcher
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Patent number: 9990638Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider, identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.Type: GrantFiled: January 17, 2017Date of Patent: June 5, 2018Assignee: West CorporationInventors: Adam Caldwell, Jeffrey William Cordell, James K. Boutcher
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Patent number: 9992345Abstract: A method and apparatus are disclosed of transmitting live event notification information to a user device. One example method may include retrieving event user preference information from an event user database based on prestored user preferences. The method may also include transmitting an initial event notification message to an end user communication device based on the event user preference information to notify the end user of an upcoming event and receiving a response message from the end user communication device indicating a current availability of the end user. The user device may receive notification information via more than one communication channel and respond in a number of different ways.Type: GrantFiled: August 8, 2017Date of Patent: June 5, 2018Assignee: West CorporationInventors: Jeffrey William Cordell, Michael T. Mateer, Chad David Hendren
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Patent number: 9973629Abstract: Disclosed is a method, apparatus, system and non-transitory computer program product configured to process user call responses and assign caller specific preferences to the user based on the caller's feedback. One example method of processing spoken words from a user of a calling platform may include operations, such as calling a user via a call processing device, and sending a call prompt message to the user after the user has answered the call, the call prompt message soliciting a user response. The user may respond and the response is received as a spoken call greeting from the user in response to the call prompt message. Other operations may include recording the spoken call greeting, and determining whether the spoken call greeting is indicative of a language preference. The system may process the user's word or utterances and assign language preferences to the user based on the user provided information.Type: GrantFiled: February 28, 2017Date of Patent: May 15, 2018Assignee: Open Invention Network, LLCInventors: James K. Boutcher, David Scheet, Jeffrey William Cordell, Daniel E. Smith
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Patent number: 9959556Abstract: A method and apparatus are disclosed for transmitting notifications to customers. One example method may include identifying a notification event associated with a customer via a customer management module and retrieving a customer preference record. The method may also include determining a notification device preference for a customer Internet protocol (IP) device included in the customer preference record and determining a current presence status of the customer Internet protocol (IP) device. The method may also include transmitting the notification event to the customer's IP device based on the notification device preference.Type: GrantFiled: October 24, 2011Date of Patent: May 1, 2018Assignee: WEST CORPORATIONInventors: Jeffrey William Cordell, Jennie Dawn Hanson, James Phelan
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Patent number: 9846680Abstract: A system, method, and computer readable medium comprises displaying a panel associated with at least one script, presenting a branching logic associated with the panel and creating a graphical map of the panel and the branching logic where the graphical map allows zooming in to show panel logic associated with the panel, and the graphical map allows zooming out to show the branching logic associated with the panel.Type: GrantFiled: March 15, 2016Date of Patent: December 19, 2017Assignee: ALORICA BUSINESS SOLUTIONS, LLCInventors: Jeffrey William Cordell, Anthony Mathew Stach, Jereomy K. Frum
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Patent number: 9813363Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, pre-processing the message to determine a particular contextual classification associated with a word included in the message and assigning the message to a predefined message bucket that has a number of automated responses. The method may also include identifying an automated response to the message that includes contextual information that is based on the parsed word from the message and processing the message to determine whether to generate the automated response and transmit the automated response to an end user device based on a confidence score.Type: GrantFiled: October 21, 2013Date of Patent: November 7, 2017Assignee: West CorporationInventors: Adam Caldwell, Jeffrey William Cordell, James K. Boutcher
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Patent number: 9774732Abstract: A system, method, and computer readable medium for script logic viewing that comprises calculating a script path for at least one script, defining an entry point into the at least one script, determining at least one panel associated with the at least one script, creating a navigation file based upon the calculated script path, the defined entry point and the determined at least one panel, and presenting the created navigation file.Type: GrantFiled: November 14, 2016Date of Patent: September 26, 2017Assignee: ALORICA BUSINESS SOLUTIONS, LLCInventors: Jeffrey William Cordell, Jereomy K. Frum, Gregory Stuart Cardin, Terry Jay Brooke
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Patent number: 9749465Abstract: A method and apparatus of processing a voice call are disclosed. One example method of operation may include recording at least a portion of a conference call and storing the portion of the conference call in memory. The method may also include processing the portion of the conference call to identify at least one segment of interest and processing the at least one segment of interest and creating at least one tag of interest to be associated with a third party application. The method may also include forwarding the at least one tag of interest to a third party computing device responsive to the identified segment of interest.Type: GrantFiled: February 14, 2017Date of Patent: August 29, 2017Assignee: West CorporationInventors: Jeffrey William Cordell, James K. Boutcher, David Scheet
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Patent number: 9729723Abstract: A method and apparatus are disclosed of transmitting live event notification information to a user device. One example method may include retrieving event user preference information from an event user database based on prestored user preferences. The method may also include transmitting an initial event notification message to an end user communication device based on the event user preference information to notify the end user of an upcoming event and receiving a response message from the end user communication device indicating a current availability of the end user. The user device may receive notification information via more than one communication channel and respond in a number of different ways.Type: GrantFiled: March 29, 2016Date of Patent: August 8, 2017Assignee: West CorporationInventors: Jeffrey William Cordell, Michael T. Mateer, Chad David Hendren