Patents Assigned to 7.ai, Inc.
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Patent number: 10484541Abstract: In accordance with an example embodiment a computer-implemented method and an apparatus for predicting and tracking of mood changes in textual conversations are provided. The method includes determining, by a processor, one or more mood metrics in each of two or more chat stages of a real-time textual conversation between an agent and a customer. Changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation are tracked by the processor. Further, the method includes determining, by the processor, at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics.Type: GrantFiled: July 26, 2018Date of Patent: November 19, 2019Assignee: [24]7 .ai, Inc.Inventors: Pallipuram V. Kannan, Ravi Vijayaraghavan, R. Mathangi Sri, Suchana Seth
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Patent number: 10482521Abstract: User intent is identified while the user browses online and recommendations are provided to the user. The recommendations are based on the identified intent, interests, and preferences of the user who is performing the searches. The determination of user intent and interests is based on a statistical model derived from data compiled from the user and a plurality of other users. Other resources may also be determined to be relevant, for example, because of past interactions of the user, memberships of the user in ecommerce websites, the user's interests and preferences are similar to those of other users, and so on. The result of the user search is a ranked set of recommendations that is provided to the user.Type: GrantFiled: April 6, 2017Date of Patent: November 19, 2019Assignee: [24]7.ai, Inc.Inventors: Ravi Vijayaraghavan, Subhash Ramchandra Kulkarni, Kranthi Mitra Adusumilli
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Patent number: 10467854Abstract: A computer-implemented method and an apparatus facilitate user engagement on enterprise interaction channels. Information related to a current journey of a user on one or more enterprise interaction channels is received. The user is categorized as one of a hot lead, a warm lead, and a non-hot lead based, at least in part, based on the received information related to the current journey of the user. If the user is categorized as the non-hot lead, a user interface (UI) displayed to the user is modified. The UI is modified to facilitate user engagement for converting the user from a non-purchasing entity to a purchasing entity.Type: GrantFiled: February 9, 2017Date of Patent: November 5, 2019Assignee: [24]7.ai, Inc.Inventors: R. Mathangi Sri, Bhupinder Singh
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Patent number: 10417643Abstract: A computer-implemented method and an apparatus for personalizing customer interaction experiences receives an input corresponding to at least one of a business objective and a customer interaction channel. A customer classification framework is selected based on the input. The customer classification framework is associated with a plurality of persona types, where each persona type is associated with a set of behavioral traits. A persona type for a customer is predicted from among the plurality of persona types during an interaction on the customer interaction channel. A propensity of the customer to perform at least one action is predicted based on the persona type. A provisioning of personalized interaction experience to the customer is facilitated based on the predicted propensity of the customer to perform the at least one action.Type: GrantFiled: March 5, 2015Date of Patent: September 17, 2019Assignee: [24]7.ai, Inc.Inventors: R. Mathangi Sri, Bhupinder Singh
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Patent number: 10387936Abstract: A computer-implemented method and an apparatus for improving experiences of an online visitor visiting a website detects a website access event. A visitor profile is generated by defining a plurality of attributes related to visitor activities on the website. A data field is allocated to each attribute to configure the visitor profile including a plurality of data fields. Each data field is capable of accommodating a respective fixed number of entries determined based on a temporal threshold value computed to determine a number of entries required for storing of information related to past activities that are relevant to current activity of the online visitor on the website. The visitor profile is dynamically updated based on the current activity. At least one intention of the online visitor is predicted based on a state of the visitor profile selected at a chosen time instant during the current activity of the online visitor.Type: GrantFiled: January 29, 2016Date of Patent: August 20, 2019Assignee: [24]7.ai, Inc.Inventors: Abhishek Ghose, Abir Chakraborty, Prashant Joshi
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Patent number: 10373177Abstract: Online browsing behavior is used to predict the intent of online users dynamically. The category of online user is predicted and the prediction can be used to provide assistance to the user, if required. Such prediction is based on a combination of a Naïve's Bayes classifier and a Markov model.Type: GrantFiled: February 6, 2014Date of Patent: August 6, 2019Assignee: [24] 7 .ai, Inc.Inventors: Ravi Vijayaraghavan, Kranthi Mitra Adusumilli, Subhash Ramchandra Kulkarni, Ravi Prakash
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Patent number: 10360610Abstract: A method and apparatus enables identification of customer characteristics and behavior, and predicts the customer's intent. Such prediction can be used to adopt various business strategies to increase the chances of conversion of customer interaction to a sale, and thereby can increase revenue, and/or enhance the customer's experience.Type: GrantFiled: January 22, 2016Date of Patent: July 23, 2019Assignee: [24]7.ai, Inc.Inventors: Ravi Vijayaraghavan, Subhash Ramchandra Kulkarni, Kranthi Mitra Adusumilli
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Patent number: 10339477Abstract: A computer-implemented method and an apparatus for facilitating staffing of resources receives customer data corresponding to a plurality of customers of an enterprise. At least one intention is predicted for each customer to configure a plurality of intentions. An expected volume of interactions is estimated for at least one time period based on the plurality of intentions. Each interaction in the expected volume of interactions is associated with interaction attributes. Resource data corresponding to a plurality of resources of the enterprise is received. Each resource is associated with a plurality of resource attributes. At least one resource is mapped to each interaction based on a match between resource attributes associated with the at least one resource and the interaction attributes associated with the each interaction. A staffing of the plurality of resources is facilitated based on the mapping of the at least one resource to the each interaction.Type: GrantFiled: December 9, 2015Date of Patent: July 2, 2019Assignee: [24] 7.ai, Inc.Inventors: Pallipuram V. Kannan, Kranthi Mitra Adusumilli
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Patent number: 10339534Abstract: Embodiments of the invention relate to chat and, more particularly, to determining an that is to be action taken based on the type of chat session. The resolution of the chat is categorized to decide the necessary steps taken and also to monitor the agent's performance. A chat filter extracts relevant portions of a chat session. The relevant factors are taken into consideration and scored based on the feature vectors. A model is built and the type of resolution is determined. An analysis of the chat session is then performed taking into consideration several factors.Type: GrantFiled: February 4, 2014Date of Patent: July 2, 2019Assignee: [24]7.ai, Inc.Inventors: Andrew Chang, R. Mathangi Sri, Vaibhav Srivastava
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Patent number: 10311377Abstract: User interactions are categorized into predefined hierarchical categories by classifying user interactions, such as queries, during a user interaction session by labeling text data into predefined hierarchical categories, and building a scoring model. The scoring model is then executed on untagged user interaction data to classify the user interactions into either action-based or information-based interactions.Type: GrantFiled: March 2, 2017Date of Patent: June 4, 2019Assignee: [24]7.ai, Inc.Inventors: Ravi Vijayaraghavan, Vaibhav Srivastava, R. Mathangi Sri, Nitin Kumar Hardeniya
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Patent number: 10311443Abstract: A computer-implemented method and an apparatus facilitate management of customer interactions on multiple interaction channels. A communication quality metric and a contextual environment are tracked for an ongoing customer interaction executed on a first interaction channel. A closure of the first interaction channel is effected based on at least one of: a detected change in a current value associated with the communication quality metric to be below a preset threshold value, a detected or an anticipated change in the contextual environment, and a receipt of a customer request for closing the first interaction channel. The effecting of the closure of the first interaction channel includes a transitioning of the ongoing customer interaction from the first interaction channel to a second interaction channel.Type: GrantFiled: June 17, 2016Date of Patent: June 4, 2019Assignee: [24]7.ai, Inc.Inventors: Michael Monegan, Tajinder Singh
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Patent number: 10255344Abstract: An enterprise application integration system (EAIS) is disclosed that enables customer service applications to access and share data with enterprise information systems in real time.Type: GrantFiled: June 3, 2013Date of Patent: April 9, 2019Assignee: [24]7.ai, Inc.Inventor: Suresh Srinivasan
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Patent number: 10257353Abstract: A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.Type: GrantFiled: November 16, 2017Date of Patent: April 9, 2019Assignee: [24]7.ai, Inc.Inventors: Patrick Nguyen, Matthew Oshry, Michael Bodell
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Patent number: 10225405Abstract: The stages of an interaction between a potential customer (the user) and a sales representative (the agent) during a sales interaction are identified to understand the interaction factors that drive sales and, by doing so, to serve the customer better and thus increase sales. Initially, a user makes contact with an agent via a communications network. During the interaction, a dropping point is reached, i.e. the point in the interaction at which either the user or the agent ends the interaction. The dropping point and other interaction factors is analyzed. Based upon such analysis, various recommendations are made to the agents to improve the user's sales experience.Type: GrantFiled: February 12, 2018Date of Patent: March 5, 2019Assignee: [24]7.AI, Inc.Inventors: R. Mathangi Sri, Prashant V. Ullegaddi, Vaibhav Srivastava
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Patent number: 10216845Abstract: With regard to searches and, more particularly, to searches performed on information repositories belonging to an enterprise, a centralized management system is used by the enterprise to manage the predictive search experience for users. A system offers a rich resolution experience to the end users based on user intent as determined from a variety of mechanisms, such as keywords, end user journey, clustered journey, etc. Also disclosed herein is a system that derives and offers various suggestions to end users to help them accomplish their objectives.Type: GrantFiled: May 5, 2015Date of Patent: February 26, 2019Assignee: [24]7 .AI, INC.Inventors: Ravi Vijayaraghavan, Gangadharan Kumar
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Patent number: 10204343Abstract: Unique customer identification and behavior is linked between either concurrent or sequential channels of engagement. Unique identifiers are created, captured, and/or passed between these multiple contact channels, e.g. Web, mobile, IVR, phone, automotive, television, to identify and tag the customer and their context, e.g. history, pass behavior, steps progressed, obstacles and/or issues encountered, etc., uniquely.Type: GrantFiled: May 17, 2013Date of Patent: February 12, 2019Assignee: [24]7.AI, INC.Inventors: Andrew Chang, Dan Reed, Quang Nguyen, A. Kranthi Mitra
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Patent number: 10198497Abstract: When conducting the same or similar search, different users can use different search terms and phrases, resulting in an increase in the quantity of unique search terms and phrases. The intent of the various search terms and phrases is determined based on clustering of the terms and phrases of the various users. User search terms bare clustered using semantic and syntactic distances. Thus, the search engine receives a search query from a user and computes a similarity between and among user search terms. The computation uses syntactic techniques to analyze lexical aspects of linguistic terms, and semantic techniques to consider activity of the user in the particular field of interest. A similarity metric is used to determine the similarity between two search terms by computing their syntactic and semantic distances. A clustering technique is then used to cluster search terms based on their pair-wise distance.Type: GrantFiled: June 9, 2014Date of Patent: February 5, 2019Assignee: [24]7.AI, INC.Inventors: Viswanath Gangavaram, Darshan Hedge
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Patent number: 10200420Abstract: A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer's wait time are also provided.Type: GrantFiled: September 20, 2013Date of Patent: February 5, 2019Assignee: [24]7.AI, Inc.Inventors: Pallipuram V. Kannan, Ravi Vijayaraghavan
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Patent number: 10153995Abstract: One or more media applications are configured to facilitate Web page access. Such media applications receive a request from a user for access to a Web page. The Web page is retrieved from, for example, one or more Web servers, a file, and so on, and the content of the Web page is displayed within the media application. Display of the Web page content within the media application obviates the need to change applications to view the Web page content. By remaining within the application, a more natural and intuitive technique for inter-user communication is provided.Type: GrantFiled: July 1, 2014Date of Patent: December 11, 2018Assignee: [24]7.AI, INC.Inventor: Prabhakaran Krishnamoorthy
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Patent number: 10089639Abstract: A user profile is creates, and personalization is provided, by compiling interaction data. The interaction data is compiled to generate a value index or score from a user model. Parameterized data is used to build tools which help decide an engagement strategy and modes of engagement with a user. Several facets relating to the user, such as user behavior, user interests, products bought, intent, chat language, and so on, are compiled to create a user profile based personalization technique. In another embodiment, a unique ID is provided that can be mapped across multiple channels for use by the user to contact various organizations across multiple channels, and thus upgrade the user's experience.Type: GrantFiled: January 22, 2014Date of Patent: October 2, 2018Assignee: [24]7.AI, INC.Inventors: Pallipuram V. Kannan, Ravi Vijayaraghavan, Kranthi Mitra Adusumilli