Patents Examined by Harry S. Hong
  • Patent number: 11228681
    Abstract: A method for creating a textual summary of a call includes transcribing speech to text in real time using a speech-to-text generating unit configured for execution upon one or more data processors, automatically matching, in real-time, text to predetermined intents and extracted entities using an intent recognizing unit for execution upon the one or more data processors, automatically mapping the predetermined intents and extracted entities into a call summary using one or more mapping functions, and displaying the call summary using an agent user interface for execution upon the one or more data processors. A contact center call summarization system may include a contact center communication device, a speech-to-text generating unit, an intent recognizing unit, and an agent user interface.
    Type: Grant
    Filed: March 26, 2021
    Date of Patent: January 18, 2022
    Assignee: FIVE9, INC.
    Inventor: Jonathan Rosenberg
  • Patent number: 11228850
    Abstract: The present disclosure relates to an RF antenna adapted to receive and/or transmit electromagnetic RF signals within a first frequency range enclosing a first frequency of resonance of the RF antenna, the RF antenna comprising: an electrically conductive antenna element having a feed for electrically connecting to an RF transmitter and/or an RF receiver; an electronic component adapted to receive and/or provide one or more electric signals from/to an electronic circuit within a second frequency range not overlapping the first frequency range; and one or more electric leads electrically connected to lead the one or more electric signals between the electronic component and the electronic circuit, each of the one or more electric leads being electrically connected to the electronic circuit through a respective inductor adapted to reflect and/or attenuate signals within the first frequency range and pass signals within the second frequency range.
    Type: Grant
    Filed: February 26, 2021
    Date of Patent: January 18, 2022
    Assignee: OTICON A/S
    Inventors: Jens Troelsen, Oliver Sundberg, Kåre Tais Christensen, Henning Knak Poulsen
  • Patent number: 11218591
    Abstract: The technologies described herein are generally directed to modeling radio wave propagation in a fifth generation (5G) network or other next generation networks. For example, a method described herein can include, facilitating, by a first device, receiving a first communication directed to a second device from a third device associated with a first telephone number. The method can further include determining, by the first device, that the first communication comprises a reference to a second telephone number different from the first telephone number, resulting in a number discrepancy. Further, based on the number discrepancy and an analysis of the first communication, the method can further include preventing, by the first device, communication of the first communication to the third device.
    Type: Grant
    Filed: February 22, 2021
    Date of Patent: January 4, 2022
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Howard Lang, Joseph Soryal
  • Patent number: 11218599
    Abstract: Systems, methods, and computer program products for provisioning a temporary disposable number are described. A user can be provided with a pool of available temporary disposable numbers that have a limited shelf life. The user can select one of the available temporary disposable numbers while submitting a permanent phone number associated with a communications device (e.g., mobile phone, home phone, business phone, etc.). Prior to activating the selected temporary disposable number, the temporary disposable number is linked to the permanent phone number. After activation, when an incoming call to the temporary disposable number is received, the permanent phone number is identified to be associated with the temporary disposable number being called. The incoming call is then forwarded to the communications device on which the permanent phone number is established.
    Type: Grant
    Filed: March 15, 2021
    Date of Patent: January 4, 2022
    Assignee: RingCentral, Inc.
    Inventors: Vi Dinh Chau, Naveen Gupta, Rituparna Mukherjee, Nisha K. Ahluwalia
  • Patent number: 11218597
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
    Type: Grant
    Filed: November 9, 2020
    Date of Patent: January 4, 2022
    Assignee: Afiniti, Ltd.
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 11212637
    Abstract: An apparatus includes a processor configured to receive one or more media signals associated with a scene. The processor is also configured to identify a spatial location in the scene for each source of the one or more media signals. The processor is further configured to identify audio content for each media signal of the one or more media signals. The processor is also configured to determine one or more candidate spatial locations in the scene based on the identified spatial locations. The processor is further configured to generate audio to playback as virtual sounds that originate from the one or more candidate spatial locations.
    Type: Grant
    Filed: April 12, 2018
    Date of Patent: December 28, 2021
    Assignee: Qualcomm Incorproated
    Inventors: Yinyi Guo, Lae-Hoon Kim, Dongmei Wang, Erik Visser
  • Patent number: 11196861
    Abstract: A method of providing artificial intelligence (AI) functionality to target legacy customer outreach platforms of a plurality of tenant enterprises includes storing a plurality of AI templates, each of which is associated with one or more AI routines, generating a campaign object associating one or more of the AI templates with a tenant enterprise from among the plurality of tenant enterprises, transforming a communication on a switching network associated with the tenant enterprise according to the one or more AI templates associated with the campaign object, and providing the transformed communication to a target legacy customer outreach platform of the tenant enterprise.
    Type: Grant
    Filed: July 28, 2020
    Date of Patent: December 7, 2021
    Assignee: Thrio, Inc.
    Inventors: Pierre St-Cyr, Ran Ezerzer
  • Patent number: 11196865
    Abstract: Techniques for decisioning behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for decisioning behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a plurality of possible task-agent pairings among at least one task waiting for assignment and at least one agent available for assignment; and selecting, by the least one computer processor for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set to be offered by the agent or a first compensation to be received by the agent.
    Type: Grant
    Filed: February 8, 2021
    Date of Patent: December 7, 2021
    Assignee: Afiniti, Ltd.
    Inventors: Caroline O'Brien, Julian Lopez-Portillo, Karl Garbacik, Ittai Kan
  • Patent number: 11196864
    Abstract: A computer-implemented method, system and computer program product for enhancing auto dialer systems. A voice response from a communication device of a prospective customer to a telephone call made by the auto dialer is detected. The prospective customer's voice response is then analyzed to determine characteristics of the prospective customer. A profile of the prospective customer is then created containing such determined characteristics. Furthermore, the profiles of agents that are available to assist the prospective customer containing characteristics of such agents are analyzed. Additionally, the profile of the prospective customer is analyzed. After analyzing the profiles of the agents available to assist the prospective customer as well as the profile of the prospective customer, a free agent is identified that would best service the prospective customer based on such an analysis.
    Type: Grant
    Filed: October 20, 2020
    Date of Patent: December 7, 2021
    Assignee: International Business Machines Corporation
    Inventors: Peeyush Jaiswal, Priyansh Jaiswal
  • Patent number: 11197109
    Abstract: An illustrative hearing device comprises a controller module and a receiver module including a speaker and an active vent which can be switched between an open state and a closed state, wherein the speaker is electrically connected to the controller module by two differential audio lines, wherein the active vent comprises a solenoid with an inductor having a first terminal and a second terminal, the first terminal connected to the controller module via one of the differential audio lines and the second terminal connected to the controller module either via the other one of the differential audio lines or to at least one control output of the controller module via a separate control line.
    Type: Grant
    Filed: November 10, 2020
    Date of Patent: December 7, 2021
    Assignee: Sonova AG
    Inventors: Christian Landolt, Christian Frei, Erwin Kuipers, Manuel Weibel
  • Patent number: 11190642
    Abstract: Methods and systems for intelligently routing an incoming call are provided. An automatic call distribution system may include a call flow service that receives incoming calls, and a separate weighted-bid call distribution service. The call flow service can request a recommended recipient for each incoming call from the weighted-bid call distribution service. The weighted-bid call distribution service identifies a recommended recipient for each incoming call by generating a priority weight for that call, one or more relevance weights that indicate the relevance of one or more potential recipients to that call, and an availability weight for one or more potential recipients with high relevancy weights. The weighted-bid call distribution service identifies a recommended recipient by comparing a combination of the priority weight for the call and the relevancy weights for the high relevancy recipients to the availability weight for those recipients.
    Type: Grant
    Filed: August 26, 2019
    Date of Patent: November 30, 2021
    Assignee: Fuze, Inc.
    Inventors: Leopoldo E. Yanes, Aaron Evans, Jedidiah Brown, Elias Sardonis
  • Patent number: 11184482
    Abstract: A system uses intelligent logic to determine information from a communication and to infer relevant CRM objects that may be related the communication. The system further presents a user interface with the communication information and the related CRM objects to allow an agent to review, select, and relate the communication information to one or more CRM objects. Accordingly, the embodiments described herein improve the efficiency of communication management systems and CRM systems by providing an intelligent logic and unique user interface that greatly reduces the number of steps needed to relate communication information with a CRM object.
    Type: Grant
    Filed: August 22, 2019
    Date of Patent: November 23, 2021
    Assignee: Talkdesk, Inc.
    Inventors: Rachel Tsao, Miguel Mota, Mario Carvalho
  • Patent number: 11178281
    Abstract: A technique relates to communication resource allocation. A computer system monitors a communication between a conversational entity communication channel and a user device. A type of the communication associated with the user device is determined based on the communication. A replacement communication channel to replace the conversational entity communication channel is determined, in response to the type of the communication. The replacement communication channel is coupled to the user device in place of the conversational entity communication channel.
    Type: Grant
    Filed: March 5, 2019
    Date of Patent: November 16, 2021
    Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventors: Christopher John Butler, Ross Judd, Timothy M. Lynar, Shaila Pervin
  • Patent number: 11175334
    Abstract: The present disclosure discloses a method for counting faults of household appliances and belongs to the field of fault processing of household appliances. The method includes: acquiring operating parameter information of a plurality of household appliances, where the plurality of household appliances being equipped with preset parts; acquiring fault information of at least one faulty household appliance in the plurality of household appliances, where the fault information includes fault codes; and determining a fault of the faulty household appliance and a fault rate of the plurality of household appliances corresponding to the fault according to the operating parameter information and the fault codes. In addition, the present disclosure further provides a device for counting faults of household appliances. The method or the device according to the present disclosure can be adopted to count the fault rates of the plurality of household appliances equipped with preset parts.
    Type: Grant
    Filed: April 28, 2018
    Date of Patent: November 16, 2021
    Assignee: Qingdao Haier Air Conditioner General Corp., Ltd.
    Inventors: Dong Chen, Yongfu Cheng, Li Guo, Pengan Li, Xiaofei Zhang
  • Patent number: 11176461
    Abstract: A call management system of a call center retrieves from a customer database enterprise customer data associated with an identified customer in a customer call, which may include customer event data, attributions data, and activity event data. The customer database tracks prospects, leads, new business, and purchasers of an enterprise. The system retrieves customer demographic data associated with the identified customer. A predictive model is selected from a plurality of predictive models based on retrieved enterprise customer data. The selected predictive model, including a logistic regression model, and tree-based model, determines a value prediction signal for the identified customer, then classifies the identified customer into a first value group or a second value group. The system routes a customer call classified in the first value group to a first call queue assignment, and routes a customer call classified in the second value group to a second call queue assignment.
    Type: Grant
    Filed: November 30, 2020
    Date of Patent: November 16, 2021
    Assignee: MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY
    Inventor: Sears Merritt
  • Patent number: 11178283
    Abstract: Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a contact center system comprising generating historical workforce data regarding an agent workforce capacity of the contact center system, and initiating an increase or decrease to an agent workforce of the contact center system based at least in part on the historical workforce data to increase an amount of choice among available agents or waiting contacts.
    Type: Grant
    Filed: March 3, 2021
    Date of Patent: November 16, 2021
    Assignee: AFINITI, LTD.
    Inventor: Zia Chishti
  • Patent number: 11158321
    Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for an automated calling system are disclosed. In one aspect, a method includes the actions of receiving audio data of an utterance spoken by a user who is having a telephone conversation with a bot. The actions further include determining a context of the telephone conversation. The actions further include determining a user intent of a first previous portion of the telephone conversation spoken by the user and a bot intent of a second previous portion of the telephone conversation outputted by a speech synthesizer of the bot. The actions further include, based on the audio data of the utterance, the context of the telephone conversation, the user intent, and the bot intent, generating synthesized speech of a reply by the bot to the utterance. The actions further include, providing, for output, the synthesized speech.
    Type: Grant
    Filed: September 24, 2019
    Date of Patent: October 26, 2021
    Assignee: GOOGLE LLC
    Inventors: Asaf Aharoni, Arun Narayanan, Nir Shabat, Parisa Haghani, Galen Tsai Chuang, Yaniv Leviathan, Neeraj Gaur, Pedro J. Moreno Mengibar, Rohit Prakash Prabhavalkar, Zhongdi Qu, Austin Severn Waters, Tomer Amiaz, Michiel A. U. Bacchiani
  • Patent number: 11146683
    Abstract: A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.
    Type: Grant
    Filed: October 21, 2020
    Date of Patent: October 12, 2021
    Assignee: LIVEPERSON, INC.
    Inventors: Marc Hayes, Matt Fanning
  • Patent number: 11140263
    Abstract: A method of providing blockchain wireless services in a controlled environment is provided. The method comprises a wireless communication device associated with an inmate of a controlled environment receiving one of a voice and video call from a device external to the controlled environment. The method further comprises the device placing the received call into a hold state and sending a request for validation of the call via a blockchain, the request identifying at least parties to the call. The method further comprises the device, upon receipt of validation, removing the call from the hold state; and enabling at least one of voice and video functionality for the parties. The method further comprises the wireless communication device sending the request for validation to a telecommunications server and the server conducting real time monitoring of the call. The method further comprises the device continuously recording the call.
    Type: Grant
    Filed: November 20, 2020
    Date of Patent: October 5, 2021
    Inventors: Michael Francis Byrne, Brian Francis Byrne
  • Patent number: 11134154
    Abstract: The invention provides a call-out method and apparatus for an immediate callback, an electronic device, and a computer readable medium, and can solve the problem that the existing call-out scheme of the preview type cannot effectively implement an immediate callback, and can improve user experience, increase an agent utilization rate, and reduce a pressure on a system caused by frequent scheduling of timed tasks. The call-out method for an immediate callback of the invention comprises: receiving an immediate callback request of a user, the immediate callback request including a callback number and submitted service data; determining, according to pre-stored mapping relationships between service data and agent's telephone skills, agents processing the submitted service data; and judging whether a ready agent exists in the agents, and if so, immediately calling the callback number; otherwise, calling the callback number when there is a ready agent.
    Type: Grant
    Filed: April 10, 2018
    Date of Patent: September 28, 2021
    Assignees: BEIJING JINGDONG SHANGKE INFORMATION TECHNOLOGY CO., LTD., BEIJING JINGDONG CENTURY TRADING CO., LTD.
    Inventors: Guanshi Li, Qingshan Wang