Patents by Inventor Leonard Michael Newnham
Leonard Michael Newnham 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: 11451668Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: GrantFiled: April 30, 2021Date of Patent: September 20, 2022Assignee: Nice Ltd.Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
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Publication number: 20210250444Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: ApplicationFiled: April 30, 2021Publication date: August 12, 2021Applicant: Nice Ltd.Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
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Patent number: 11019210Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: GrantFiled: June 6, 2020Date of Patent: May 25, 2021Assignee: NICE LTD.Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
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Publication number: 20200304640Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: ApplicationFiled: June 6, 2020Publication date: September 24, 2020Applicant: Nice Ltd.Inventors: Natalia Beatriz PIAGGIO, Leonard Michael NEWNHAM
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Patent number: 10715667Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: GrantFiled: January 10, 2020Date of Patent: July 14, 2020Assignee: Nice Ltd.Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
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Publication number: 20200153968Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: ApplicationFiled: January 10, 2020Publication date: May 14, 2020Applicant: Nice Ltd.Inventors: Natalia Beatriz PIAGGIO, Leonard Michael Newnham
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Patent number: 10567585Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: GrantFiled: July 19, 2019Date of Patent: February 18, 2020Assignee: NICE LTD.Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
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Publication number: 20190342451Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: ApplicationFiled: July 19, 2019Publication date: November 7, 2019Applicant: Nice Ltd.Inventors: Natalia Beatriz PIAGGIO, Leonard Michael NEWNHAM
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Patent number: 10404860Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: GrantFiled: March 14, 2019Date of Patent: September 3, 2019Assignee: Nice Ltd.Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
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Patent number: 10360574Abstract: Methods and systems for calculating a current response rate to an offer are disclosed. Examples of offers include but are not limited to design options for a web page and scripts used by operators in a call center. An offer may be served multiple times to one or more users and the current response rate may be determined for a point in time. The method may comprise obtaining estimates of response rate in successive iterations of response rate estimation. Each estimate may be determined over a period of time ending at the point in time, and each estimate may be determined over a larger period of time than the previous estimate. A range of uncertainty may be defined by upper and lower bounds for the estimates of response rate, with at least the first estimate being within the range of uncertainty. Each estimate may be compared to one or both of the upper and lower bounds and the result of the comparison may be used in the selection of one of the estimates as the calculated current response rate.Type: GrantFiled: December 28, 2014Date of Patent: July 23, 2019Assignee: NICE LTD.Inventor: Leonard Michael Newnham
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Publication number: 20190208060Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: ApplicationFiled: March 14, 2019Publication date: July 4, 2019Applicant: Nice Ltd.Inventors: Natalia Beatriz PIAGGIO, Leonard Michael NEWNHAM
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Patent number: 10304070Abstract: Methods and systems predict a reward resulting from serving one of a set of offers to one or more potential respondents, for example via a webpage, using one or more processors to calculate a predicted reward according to a model. The model may include one or more variables characterizing the respondent, a set of offer-specific coefficients comprising at least one coefficient for each of said one or more variables for each offer, and a set of common coefficients comprising a separate coefficient for each of said one or more variables, each coefficient of said set of common coefficients being common to all of said offers. The model may be trained in a two stage update process including a first update operation updating at least one common coefficient and a second update operation updating at least one offer-specific coefficient.Type: GrantFiled: July 10, 2015Date of Patent: May 28, 2019Assignee: NICE Ltd.Inventor: Leonard Michael Newnham
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Patent number: 10270912Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: GrantFiled: November 16, 2018Date of Patent: April 23, 2019Assignee: NICE LTD.Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
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Publication number: 20190089834Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: ApplicationFiled: November 16, 2018Publication date: March 21, 2019Applicant: Nice Ltd.Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
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Patent number: 10142475Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: GrantFiled: May 23, 2018Date of Patent: November 27, 2018Assignee: Nice Ltd.Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
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Publication number: 20180270354Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: ApplicationFiled: May 23, 2018Publication date: September 20, 2018Applicant: NICE LTD.Inventors: Natalia Beatriz PIAGGIO, Leonard Michael Newnham
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Patent number: 9986094Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: GrantFiled: June 2, 2017Date of Patent: May 29, 2018Assignee: NICE LTD.Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
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Patent number: 9961202Abstract: A computing system is configured to categorize digital data records each relating to an interaction between a call center agent and a customer. The system includes a rules module to determine a first probability that a data record belongs to a category based one or more rules each rule defining a relationship between one or more features of the data record and the category; a probabilistic module to determine a second probability that the data record belongs to the category based on one or more probabilistic models of relationships between one or more of the features and the category; an arbitration module to determine whether or not the data record belongs to the category based on the first and second probabilities; and an action module to receive from the arbitration processor an indication that the interaction belongs to the category and to initiate an action appropriate to the category.Type: GrantFiled: December 31, 2015Date of Patent: May 1, 2018Assignee: NICE LTD.Inventors: Facundo Bellosi, Leonard Michael Newnham, Tomer Ram
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Publication number: 20170310824Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: ApplicationFiled: June 2, 2017Publication date: October 26, 2017Inventors: Natalia Beatriz PIAGGIO, Leonard Michael NEWNHAM
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Publication number: 20170195487Abstract: A computing system is configured to categorize digital data records each relating to an interaction between a call center agent and a customer. The system includes a rules module to determine a first probability that a data record belongs to a category based one or more rules each rule defining a relationship between one or more features of the data record and the category; a probabilistic module to determine a second probability that the data record belongs to the category based on one or more probabilistic models of relationships between one or more of the features and the category; an arbitration module to determine whether or not the data record belongs to the category based on the first and second probabilities; and an action module to receive from the arbitration processor an indication that the interaction belongs to the category and to initiate an action appropriate to the category.Type: ApplicationFiled: December 31, 2015Publication date: July 6, 2017Inventors: Facundo Bellosi, Leonard Michael Newnham, Tomer Ram