Patents Assigned to TTEC Holdings, Inc.
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Patent number: 11930097Abstract: Systems and methods for integrated orchestration of intelligent systems. An intelligent systems orchestration system harvests and combines aspects of disparate intelligent systems for use in intelligent virtual assistant applications and automation applications. In one aspect, the system provides an intelligent orchestration between cognitive plugins, such as natural language processing, sentiment analysis, speech recognition, text-to-speech, and computer vision. The intelligent systems orchestration system supports the building and deployment of cognitive applications (e.g., training, agent assist, customer assist, next best action and compliance) for enhancing a brand customer experience, and agent proficiency. The system also provides multi-IVA orchestration and supports session, context, and state management. Furthermore, the intelligent systems orchestration system includes a Conversation Control Language for the normalization of conversations across multiple channels and bots.Type: GrantFiled: October 13, 2021Date of Patent: March 12, 2024Assignee: TTEC Holdings, Inc.Inventors: Dipesh S. Gandhi, Russell N. Harvey, III
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Patent number: 11743118Abstract: A system for adaptive cloud-based work routing comprising a work router for assigning work tasks and a routing configuration server for configuring operation or monitoring performance of a work router, and a graphical user interface for configuration of a cloud-based work router.Type: GrantFiled: January 26, 2021Date of Patent: August 29, 2023Assignee: TTEC Holdings, Inc.Inventor: Paul Peloski
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Patent number: 11675779Abstract: A database system supporting persistent queries, using an enhanced persistent query service and various data sources. On receiving a request to create a persistent query from a client software application, the persistent query service: creates a query virtual table; parses the persistent query; creates a plurality of intermediate virtual tables; establishes listeners for the query virtual table; creates a plurality of data source virtual tables; causes the plurality of data source virtual tables to retrieve initial data from data sources; and propagates data via intermediate virtual tables to the persistent query virtual table.Type: GrantFiled: March 30, 2021Date of Patent: June 13, 2023Assignee: TTEC Holdings, Inc.Inventor: Paul Peloski
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Patent number: 11657727Abstract: A system and method of use to train customer service agents. The training system employs intelligent systems to facilitate or enable the training of customer service agents. The training system provides training to customer service agents and tracks the progress of the customer service trainees. In one aspect, the training system emulates a customer engaging with the customer service trainee, by emulating one or both of the persona of the customer and the scenario of the customer/trainee interaction.Type: GrantFiled: March 20, 2022Date of Patent: May 23, 2023Assignee: TTEC Holdings, Inc.Inventors: Henry Truong, Gershwin Allson Lamont Exeter, Louise Juanita Erven
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Patent number: 11657041Abstract: A database system supporting persistent queries, using an enhanced persistent query service and various data sources. On receiving a request to create a persistent query from a client software application, the persistent query service: creates a query virtual table; parses the persistent query; creates a plurality of intermediate virtual tables; establishes listeners for the query virtual table; creates a plurality of data source virtual tables; causes the plurality of data source virtual tables to retrieve initial data from data sources; and propagates data via intermediate virtual tables to the persistent query virtual table.Type: GrantFiled: August 19, 2020Date of Patent: May 23, 2023Assignee: TTEC Holdings, Inc.Inventor: Paul Peloski
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Patent number: 11625405Abstract: A system and method for applying extended regular expressions against arbitrary data objects, wherein a state machine maintains an internal state model for the system, an object analysis server receives data objects from a data source, and the object analysis server analyzes the structure and contents of the objects, compares them against received search pattern, and directs the state machine to update the state model based on either or both of the analysis and comparison operations.Type: GrantFiled: April 22, 2021Date of Patent: April 11, 2023Assignee: TTEC Holdings, Inc.Inventor: Paul Peloski
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Publication number: 20220208015Abstract: A system and method of use to train customer service agents. The training system employs intelligent systems to facilitate or enable the training of customer service agents. The training system provides training to customer service agents and tracks the progress of the customer service trainees. In one aspect, the training system emulates a customer engaging with the customer service trainee, by emulating one or both of the persona of the customer and the scenario of the customer/trainee interaction.Type: ApplicationFiled: March 20, 2022Publication date: June 30, 2022Applicant: TTEC Holdings, Inc.Inventors: Henry Truong, Gershwin Allson Lamont Exeter, Louise Juanita Erven
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Patent number: 11282405Abstract: A system and method of use to train customer service agents. The training system employs intelligent systems to facilitate or enable the training of customer service agents. The training system provides training to customer service agents and tracks the progress of the customer service trainees. In one aspect, the training system emulates a customer engaging with the customer service trainee, by emulating one or both of the persona of the customer and the scenario of the customer/trainee interaction.Type: GrantFiled: September 30, 2019Date of Patent: March 22, 2022Assignee: TTEC Holdings, Inc.Inventors: Henry Truong, Gershwin Alison Lamont Exeter, Louise Juanita Erven