Patents Examined by Quynh H. Nguyen
  • Patent number: 10284726
    Abstract: System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party for handling sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.
    Type: Grant
    Filed: July 5, 2016
    Date of Patent: May 7, 2019
    Assignee: FONCLOUD, INC.
    Inventors: Shai Berger, Jason P. Bigue, Michael J. Pultz
  • Patent number: 10284719
    Abstract: Techniques, systems, apparatuses and methods to better interdict or screen calls without disturbing the callee. The phone user can implement a warning for unwanted human, i.e., live person callers, and a challenge or barrier for unwanted automated or robocalling, particularly the usage of a required response to a question. The warning and particularly the challenge would weed out undesired solicitations. The present invention also makes allowance for desired human, robotic or automated calling in addition to the proscripted calls.
    Type: Grant
    Filed: July 13, 2017
    Date of Patent: May 7, 2019
    Inventor: Stanley Korn
  • Patent number: 10275775
    Abstract: Context information, indicative of a tenant's engagement with a multi-tenant service, is obtained. An engagement state for the tenant is determined and the context information, and engagement state, are correlated to an issue to be addressed. A user experience is conducted, based upon the likely issue to be addressed.
    Type: Grant
    Filed: December 10, 2015
    Date of Patent: April 30, 2019
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Paul Sanjeev Balarajan, Matt J. Lopez, Warren Johnson, Masroor Hussain Syed, Andy Kwan Jin Siow, Brian VanDoren
  • Patent number: 10277640
    Abstract: A system is described herein that facilitates the monitoring of inmate communications. The system provides a remotely-accessible means for a reviewer to monitor a call between an inmate and another person. The system includes a monitoring server and a monitoring station. The monitoring server is configured to receive a call and call information from a communication center and process the call for monitoring, schedule a review of the call; and store the call, the call information, and scheduling data. The monitoring station is configured to receive the call and the call information from the monitoring server based on the scheduling data, and to display the identifying information and facilitate the review of the call.
    Type: Grant
    Filed: January 29, 2018
    Date of Patent: April 30, 2019
    Assignee: Global Tel*Link Corporation
    Inventor: Stephen Lee Hodge
  • Patent number: 10271114
    Abstract: In one embodiment, a method including analyzing a plurality of dialed sequences that are associated with unrouted calls in accordance with one or more candidacy rules, based at least partly on the analyzing, defining one or more candidate dial patterns for addition to a set that includes zero or more dial patterns in use for call control, and performing at least one action which promotes addition of the one or more candidate dial patterns to the set.
    Type: Grant
    Filed: July 13, 2017
    Date of Patent: April 23, 2019
    Assignee: Cisco Technology, Inc.
    Inventors: Ritu Goyal, Nirmala Kulandaivelu
  • Patent number: 10270904
    Abstract: The present invention provides a system for managing and disabling phone ring tone profiles, the system comprising: a storage system comprising (a) a plurality of ringtones adapted to be activated when an incoming call is made; (b) at least one list of identified callers to execute at least one data processing system, said at least one data processing system comprising: an acquiring module operable to read an identifier of said incoming call or an incoming message; a detecting module operable to detect if the identifier exists in said at least one list in the system, to determine the caller from said list, and to detect how many incoming calls have been made within a predetermined period of time and a disabling module adapted to either activate or disable said ringtones.
    Type: Grant
    Filed: March 26, 2018
    Date of Patent: April 23, 2019
    Assignee: MUTE FIRST RING LTD.
    Inventor: Boaz Apt
  • Patent number: 10250742
    Abstract: Systems and methods are provided for generating application data from call data. In one implementation, a method includes acquiring call data from a call-data source with a call-data aggregator; modifying a portion of the call data with a call-data modifier; and generating application data from the portion of the call data. Application data may be configured for diagram generation. The diagram may graphically indicate call volume in branches of an interactive voice response (IVR) system map. The diagram may be a flow diagram including a connector associated with a branch of the IVR system map and the connector may have a width proportional to a call volume in the branch of the IVR system map. The diagram may indicate call-portion durations, which may be associated with a phase of a call and which may have a color associated with a phase of a call.
    Type: Grant
    Filed: March 30, 2018
    Date of Patent: April 2, 2019
    Assignee: RINGCENTRAL, INC.
    Inventors: Alexey Petrovich Zhuk, Aleksei Nikolaevich Dziubenko, Ivan Gennadevich Anisimov
  • Patent number: 10235639
    Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing the inquiries to an independent group of experts. Machine learning based systems are used in combination with contact center staff and/or the independent experts to resolve the customer service inquiries. The AI based systems can be configured to determine which of the customer service inquiries should be routed to the independent experts, and/or to generate content for inclusion in responses to the customer service inquiries. The machines systems are optionally trained based on scored responses to prior customer service inquiries. These scored responses can include content provided by a machine learning system and/or a human expert.
    Type: Grant
    Filed: March 31, 2017
    Date of Patent: March 19, 2019
    Assignee: Directly Software, Inc.
    Inventors: Eugene Mandel, Vlad Georgescu, Jeff Patterson, Antony Fenwick Brydon, Jason Fama, Scott Golubock, Jean Tessier, Stephen Hsu
  • Patent number: 10230776
    Abstract: Managing access to a conference call includes obtaining, via a calendar application, a list of participants, the list of participants includes a number of participants to be included in a conference call, identifying, from the list of participants, a first portion of the participants that have personal passcodes, generating guest passcodes for a second portion of the participants associated with the list of participants that do not have the personal passcodes, and permitting, based on the personal passcodes or the guest passcodes, each of the participants to participate in the conference call.
    Type: Grant
    Filed: October 19, 2017
    Date of Patent: March 12, 2019
    Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventors: Darryl M. Adderly, Prasad Kashyap, Brian J. Murray, Wenjian Qiao
  • Patent number: 10225404
    Abstract: A telephone call to a remote party may encounter a number of abnormal conditions, which prevents the call from being offered to the remote party's interface. These conditions may be indicated to the calling party using call progress information conveyed as out-of-band information, in the form of signaling elements and/or as in-band information, in the form of audio information. The audio information may include a special information tone and/or an intercept announcement. The call handler originating the outbound call may provide the audio information to a speech analytics component that analyzes the audio information. The analyzed audio information may be reconciled with the out-of-band information. Various rules can be applied to ascertain how to disposition the call in instances where the in-band and out-of-information are inconsistent. Once reconciled, accurate call disposition information can be recorded in the call record for that call.
    Type: Grant
    Filed: September 6, 2017
    Date of Patent: March 5, 2019
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: James K. Noble, Jr., Chad Hitchcock
  • Patent number: 10217112
    Abstract: An issue is identified based on corresponding information indicative of steps taken in an on-boarding process and a velocity of transition through the steps. The issue is matched against an agent based on agent capabilities exposed by the agent. The issue and corresponding information are routed to the agent.
    Type: Grant
    Filed: May 12, 2017
    Date of Patent: February 26, 2019
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Matt J. Lopez, Warren Johnson, Paul Sanjeev Balarajan
  • Patent number: 10212519
    Abstract: An electronic furniture assembly of the present invention comprises: (i) a furniture assembly comprising: (A) a base (e.g., a seat portion), (B) at least one transverse member (e.g., a side, armrest or backrest), and (C) a coupler for selectively coupling the base to the transverse member; (ii) an electrical hub for providing electrical power to the speakers, the hub configured to selectively reside within the furniture assembly; and (iii) a speaker system mounted within one or more portions of the furniture assembly. The speaker system comprises one or more speakers mounted within the base and transverse member, hiding the speakers therein, and saving space within a home or office, using the same footprint for both furniture and speakers, providing a high fidelity surround sound system.
    Type: Grant
    Filed: November 10, 2016
    Date of Patent: February 19, 2019
    Assignee: THE LOVESAC COMPANY
    Inventors: Shawn Nelson, David Underwood, Brian Kuchler, David M. Cowan, Anthony Gallo
  • Patent number: 10187524
    Abstract: A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.
    Type: Grant
    Filed: May 5, 2017
    Date of Patent: January 22, 2019
    Inventor: John R. Harris
  • Patent number: 10182155
    Abstract: A system for directing calls using historical call backs, demographics, and real time attributes is disclosed. In particular, the system may receive incoming calls at an interactive voice response system. Based on speech occurring during the calls, the system may determine attributes of the callers. The system may then utilize the determined attributes, call records, demographic information pertaining to account owners, real time call attribute assessment systems, regression analyses, and various types of information to direct the calls from the interactive voice response system to an optimal agent for handling. Notably, the system may direct the calls to those agents that have a higher probability of successful interaction with the calling parties so as to reduce follow-up calls, which may be costly to the entity receiving the calls. A subset of the calls may be directed to agents at random so as to facilitate the collection of unbiased information.
    Type: Grant
    Filed: February 3, 2016
    Date of Patent: January 15, 2019
    Assignees: AT&T INTELLECTUAL PROPERTY I, L.P., AT&T Mobility II LLC
    Inventors: Sheldon K. Meredith, William Cottrill, Brandon B. Hilliard
  • Patent number: 10178600
    Abstract: Disclosed are various embodiments for a call routing application. Routes are evaluated according to selection scores of call routes. The selection scores are calculated based on weighted call quality data corresponding to past calls on the call routes. A call route is selected according to an evaluation including call costs or other criteria. A call is then routed via the selected call route to the call endpoint.
    Type: Grant
    Filed: May 11, 2017
    Date of Patent: January 8, 2019
    Assignee: Amazon Technologies, Inc.
    Inventors: Zachary Lee Yeager, Ajit Kumar, Jon Russell Jay, Joseph Daniel Sullivan
  • Patent number: 10171671
    Abstract: A method of routing a communication of a customer to an appropriate service representative includes, in accordance with an embodiment of the present disclosure, identifying, within a database stored to a server, a customer account associated with the customer. The method also includes analyzing a data fingerprint saved to the customer account, where the data fingerprint comprises data indicative of a plurality of life events associated with the customer. The method also includes determining, via a switch, the appropriate service representative based on the analyzing of the data fingerprint.
    Type: Grant
    Filed: November 10, 2016
    Date of Patent: January 1, 2019
    Assignee: United Services Automobile Association (USAA)
    Inventors: Bharat Prasad, Gunjan C. Vijayvergia, Vijay Jayapalan
  • Cup
    Patent number: 10171898
    Abstract: The present disclosure provides a cup, which includes a cup body, a top part of the cup body has a rim; a cup lid, the cup lid has a bottom cover and a top cover connected with a top end of the bottom cover, and a bottom end of the bottom cover is connected with the rim, the top cover is fixed with the top end of the bottom cover through a rotary clamping structure, and the bottom cover and the top cover cooperatively form a sealed mounting cavity; and an audio broadcast device, the audio broadcast device is assembled in the mounting cavity. The disassembly and assembly processes of the top cover and the bottom cover are simple, it is much more convenience to assemble the rotary clamping structure in the mounting cavity or disassemble the rotary clamping structure from the rotary clamping structure.
    Type: Grant
    Filed: December 28, 2016
    Date of Patent: January 1, 2019
    Assignee: ATAKE DIGITAL TECHNOLOGY (SHENZHEN) CO., LTD.
    Inventor: Kuo-Tsai Lee
  • Patent number: 10171668
    Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries to an independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include methods of classifying customer service inquiries, training a machine learning system, and/or processing customer service requests.
    Type: Grant
    Filed: April 14, 2017
    Date of Patent: January 1, 2019
    Assignee: Directly Software, Inc.
    Inventors: Eugene Mandel, Vlad Georgescu, Jeff Patterson, Antony Fenwick Brydon, Jason Fama, Scott Golubock, Jean Tessier, Stephen Hsu
  • Patent number: 10171666
    Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries town independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include an AI based system configured to determine which of the inquiries should be routed to the independent group of experts. The expert system is optionally trained based on scored responses to prior customer service inquiries.
    Type: Grant
    Filed: April 14, 2017
    Date of Patent: January 1, 2019
    Assignee: Directly Software, Inc.
    Inventors: Eugene Mandel, Jeff Patterson
  • Patent number: 10171667
    Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries to an independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include an expert system configured to identify clusters of inquiries that can be responded to using predetermined response content. The expert system is optionally trained based on scored responses to prior customer service inquiries.
    Type: Grant
    Filed: April 14, 2017
    Date of Patent: January 1, 2019
    Assignee: Directly Software, Inc.
    Inventors: Eugene Mandel, Jeff Patterson