Patents Assigned to Convergys Customer Management Delaware LLC
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Patent number: 10055744Abstract: There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.Type: GrantFiled: December 22, 2014Date of Patent: August 21, 2018Assignee: Convergys Customer Management Delaware LLCInventor: Dale R. Peterson
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Patent number: 9549065Abstract: 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: GrantFiled: October 24, 2012Date of Patent: January 17, 2017Assignee: Convergys Customer Management Delaware LLCInventors: 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
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Patent number: 9414209Abstract: Using components such as intermediate short message service centers and active subscriber identity systems, it is possible to deliver a message to a subscriber at a number different from the number which was entered by the message's sender at the time the message was sent. These components can also be used to deliver the message in the event that the sender is unavailable at the time the message is originally sent. Communications between components can be performed in a variety of manners, including using proprietary IP protocols, and the components can be configured to take responsibility for retrying message delivery by providing a delivery confirmation once the message reaches them, rather than providing delivery confirmation once it reaches its ultimate recipient.Type: GrantFiled: March 10, 2015Date of Patent: August 9, 2016Assignee: Convergys Customer Management Delaware LLCInventors: Rod Makin, Andrew P. Smith, John Bunyan
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Patent number: 8918342Abstract: There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.Type: GrantFiled: April 29, 2013Date of Patent: December 23, 2014Assignee: Convergys Customer Management Delaware LLCInventor: Dale R. Peterson
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Patent number: 8687793Abstract: The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.Type: GrantFiled: March 14, 2013Date of Patent: April 1, 2014Assignee: Convergys Customer Management Delaware LLCInventors: Vasudeva Akula, Sunil Issar
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Patent number: 8638906Abstract: Voice user interfaces can be tested using test scripts generated by traversing a graph using a recursive search technique, such as recursive depth first search. Test data to accompany the test scripts can be generated by treating conditions in states of the interface as business rules, and fully exercising each state during traversal of the graph. Actual testing can be performed in a faster than real time manner by providing simulated input from test scripts, as opposed to requiring actual input from human testers. The interfaces can also be tested using a gatekeeper intermediary which provides for easy transitions between testing and deployment.Type: GrantFiled: October 29, 2012Date of Patent: January 28, 2014Assignee: Convergys Customer Management Delaware LLCInventors: David M. Pelland, Richard Burk, Jeffrey D. Kosa, Blaise T. Lapinski
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Patent number: 8588398Abstract: Resource allocation in a contact center can be performed using a network of nodes. Such a network of nodes can be organized according into resource nodes, domain nodes, and service nodes, with paths from the domain nodes, through the service nodes, to the resource nodes being used in the allocation.Type: GrantFiled: August 11, 2011Date of Patent: November 19, 2013Assignee: Convergys Customer Management Delaware LLCInventors: Scott Irwin, Kishore Korimilli
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Patent number: 8504379Abstract: A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the customer service application.Type: GrantFiled: January 18, 2012Date of Patent: August 6, 2013Assignee: Convergys Customer Management Delaware LLCInventors: Dhananjay Bansal, Nancy Gardner, John C. Georgesen, James H. Lythgoe, Jr., Scott D. Spera
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Patent number: 8452668Abstract: There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.Type: GrantFiled: August 12, 2009Date of Patent: May 28, 2013Assignee: Convergys Customer Management Delaware LLCInventor: Dale R. Peterson
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Patent number: 8422658Abstract: The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.Type: GrantFiled: December 8, 2011Date of Patent: April 16, 2013Assignee: Convergys Customer Management Delaware LLCInventors: Vasudeva Rao Akula, Sunil Issar
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Patent number: 8379830Abstract: 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.Type: GrantFiled: May 22, 2007Date of Patent: February 19, 2013Assignee: Convergys Customer Management Delaware LLCInventors: Jayant M. Naik, Coy Cordell, Dale Robert Peterson, Joseph DiFonzo, Stephen D. Weagraff, Matthew Yuschik, Michael Louis Nutter, Robert Birch, Scot Cunningham, Woosung Kim, Scott A. Irwin
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Patent number: 8335690Abstract: Grammars for interactive voice response systems using natural language understanding can be created using information which is available on websites. These grammars can be created in automated manners and can have various tuning measures applied to obtain optimal results when deployed in a customer contact environment. These grammars can allow a variety of statements to be appropriately handled by the system.Type: GrantFiled: January 17, 2012Date of Patent: December 18, 2012Assignee: Convergys Customer Management Delaware LLCInventors: Dhananjay Bansal, Nancy Gardner, Chang-Quin Shu, Kristie Goss, Matthew Yuschik, Sunil Issar, Woosung Kim, Jayant Naik
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Patent number: 8325880Abstract: Voice user interfaces can be tested using test scripts generated by traversing a graph using a recursive search technique, such as recursive depth first search. Test data to accompany the test scripts can be generated by treating conditions in states of the interface as business rules, and fully exercising each state during traversal of the graph. Actual testing can be performed in a faster than real time manner by providing simulated input from test scripts, as opposed to requiring actual input from human testers. The interfaces can also be tested using a gatekeeper intermediary which provides for easy transitions between testing and deployment.Type: GrantFiled: July 20, 2010Date of Patent: December 4, 2012Assignee: Convergys Customer Management Delaware LLCInventors: David M. Pelland, Richard C. Burk, Jeffrey D. Kosa, Blaise T. Lapinski