Patents Examined by Rasha S AL-Aubaidi
  • Patent number: 10462564
    Abstract: An audio accessory key detection system (40) includes a host circuit (2-3) coupled to communicate via a microphone line (7) with an accessory circuit (3-3) in either a MSFT mode or a digital communication mode. Depletion mode transistors (44-1,2,3) in the accessory circuit are coupled between keys (15-1,2,3) of the accessory circuit, respectively. The depletion mode transistors are allowed to remain conductive for MSFT mode operation. For digital communications mode operation, the host circuit sends a command via the microphone line to a key detector and controller circuit (29A) in the accessory circuit. In response, a voltage is generated to turn the depletion mode transistors off so as to allow digital communications mode operation between the accessory circuit and the host circuit.
    Type: Grant
    Filed: September 27, 2016
    Date of Patent: October 29, 2019
    Assignee: Texas Instruments Incorporated
    Inventors: Ball Fan, Wenpang David Wang, Christopher Michael Graves
  • Patent number: 10455092
    Abstract: Tangible, non-transitory, machine-readable media include instructions that cause a processor to receive a first indication that a user is attempting to communicate with a provider, and intercept communication between the user and the provider based on the first indication being received. The instructions also cause the processor to send user information to a provider application server based on the first indication being received, and display a visual interface that establishes communication with the relevant provider department or performs a transaction based on the first indication being received. The instructions further cause the processor to receive a second indication associated with performing the action associated with the provider via the visual interface; and performing the action based on the second indication being received.
    Type: Grant
    Filed: July 18, 2018
    Date of Patent: October 22, 2019
    Assignee: United Services Automobile Association (USAA)
    Inventors: Gualberto Camacho, David Tuomikoski
  • Patent number: 10447858
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for providing near real-time feedback to an originating agent on one or more instances initiated by the originating agent during a text-based communication being conducted between the originating agent and a remote party. In various embodiments, a determination is made that the one or more instances initiated by the originating agent for the text-based communication require verification and as a result, a verification agent is located to review the instances before they are delivered to the remote party. Accordingly, upon the verification agent editing the text of one of the instances, the instance is delivered to the remote party displaying the edited text and the edited text is also displayed to the originating agent at virtually the same time to provide the originating agent with near real-time feedback on the instance.
    Type: Grant
    Filed: June 24, 2019
    Date of Patent: October 15, 2019
    Assignee: Noble Systems Corporation
    Inventors: Denney A. Burkholder, Jason P. Ouimette
  • Patent number: 10448151
    Abstract: Provided herein are a multi-microphone system and method including a controller, a plurality of transducers each operable within a unique sensitivity range, and corresponding microphone units. The controller receives a sound signal output from a first microphone unit that corresponds to a microphone unit having a transducer with the highest sensitivity. The controller analyzes the sound signal output to identify a first parameter of the sound signal output and determines if the first parameter satisfies pre-defined criteria. In an instance in which the first parameter satisfies the pre-defined criteria, the controller outputs the sound signal output of the selected first microphone unit as the output of the multi-microphone system. Otherwise, the controller receives a sound signal output from a second microphone unit comprising a corresponding transducer with a sensitivity less than the first microphone unit but greater than remaining transducers.
    Type: Grant
    Filed: May 4, 2018
    Date of Patent: October 15, 2019
    Assignee: VOCOLLECT, INC.
    Inventor: Arthur McNair
  • Patent number: 10440185
    Abstract: A system includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace. The contact center to routes the consumer to the agent workstation based on the relationship.
    Type: Grant
    Filed: July 9, 2015
    Date of Patent: October 8, 2019
    Inventors: Herbert Willi Artur Ristock, Merijn te Booij, Vladimir Mezhibovsky, David Anderson, Yevgeniy Petrovykh
  • Patent number: 10438598
    Abstract: A residual scaling unit is configured to determine a scaling factor for a residual channel based on an inter-channel mismatch value. The inter-channel mismatch value is indicative of a temporal misalignment between a reference channel and a target channel. The residual scaling unit is further configured to scale (e.g., attenuate) the residual channel by the scaling factor to generate a scaled residual channel. A residual channel encoder is configured to encode the scaled residual channel as part of a bitstream.
    Type: Grant
    Filed: January 10, 2019
    Date of Patent: October 8, 2019
    Assignee: Qualcomm Incorporated
    Inventors: Venkatraman Atti, Venkata Subrahmanyam Chandra Sekhar Chebiyyam
  • Patent number: 10425986
    Abstract: Missed voice stream portions are replayed at a late entry subscriber device (SD) in a wireless radio network. The SD joins a voice call on a radio channel via a base station and detects that it is late to the call. The SD continues to receive a remaining portion of the call and plays back the portion of the call. The SD detects an end of the voice call, and (i) transmits a request message including an indication of a first duration of the portion of the call received or (ii) detects a similar message from another SD. The SD then receives an indication of a total duration of the voice call and calculates a third duration as a function of the total duration and the first duration. The SD receives and plays back the missed portion of the call for the third duration.
    Type: Grant
    Filed: May 8, 2015
    Date of Patent: September 24, 2019
    Assignee: MOTOROLA SOLUTIONS, INC.
    Inventors: Yong Tian, Li-Ya Mi, Zhong Wei, Kang-Kai Zhao
  • Patent number: 10419616
    Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.
    Type: Grant
    Filed: March 20, 2019
    Date of Patent: September 17, 2019
    Assignee: Afiniti International Holdings, Ltd.
    Inventors: Ittai Kan, Zia Chishti, Akbar A. Merchant
  • Patent number: 10412221
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for providing near real-time feedback to an originating agent on one or more instances initiated by the originating agent during a text-based communication being conducted between the originating agent and a remote party. In various embodiments, a determination is made that the one or more instances initiated by the originating agent for the text-based communication require verification and as a result, a verification agent is located to review the instances before they are delivered to the remote party. Accordingly, upon the verification agent editing the text of one of the instances, the instance is delivered to the remote party displaying the edited text and the edited text is also displayed to the originating agent at virtually the same time to provide the originating agent with near real-time feedback on the instance.
    Type: Grant
    Filed: February 15, 2019
    Date of Patent: September 10, 2019
    Assignee: Noble Systems Corporation
    Inventors: Denney A. Burkholder, Jason P. Ouimette
  • Patent number: 10380532
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for establishing a target handle time (THT) for a communication routed to an agent in a contact center. In particular embodiments, a mechanism is provided on a GUI displayed to the agent that allows the agent to identify a reason for the communication. While in other embodiments, an event occurs related to the communication that signals the reason. Accordingly, a THT is set for the communication based on the identified reason and a visual representation of the THT is displayed that includes a component decrementing with the passage of time. At some point, the communication is completed and a disposition code is entered for the communication. Accordingly, in particular embodiments, the disposition code is then confirmed to match the reason for the communication to ensure the correct reason was identified and the correct corresponding THT was set.
    Type: Grant
    Filed: March 29, 2019
    Date of Patent: August 13, 2019
    Assignee: Noble Systems Corporation
    Inventor: Jason P. Ouimette
  • Patent number: 10375246
    Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.
    Type: Grant
    Filed: October 29, 2018
    Date of Patent: August 6, 2019
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Zia Chishti, Ittai Kan, Vikash Khatri
  • Patent number: 10367941
    Abstract: Communication between callers and call center agents may be optimized. A request message may be transmitted to an application services module to connect with an agent associated with the selection. A contact number of a proxy server may be received from the application service module. The contact number may be utilized to connect with the agent via the proxy server.
    Type: Grant
    Filed: October 2, 2018
    Date of Patent: July 30, 2019
    Assignee: West Corporation
    Inventors: James K. Boutcher, Bruce Pollock
  • Patent number: 10356244
    Abstract: Methods and apparatuses are described for automated predictive call routing using reinforcement learning. A server captures a bitstream of an incoming call from a first client device, the bitstream including metadata comprising attributes of the incoming call and attributes of a user of the device. The server determines an identity of the user based upon the metadata. The server generates a first context vector comprising a multidimensional array corresponding to the metadata. The server inserts the first vector into a high-dimensional vector space comprising historical context vectors, each historical vector (i) corresponding to metadata associated with a historical call and (ii) associated with an income value and a routing decision. The server determines historical vectors in proximity to the first vector. The server identifies one of the determined historical vectors with an optimal income value and routes the bitstream to a second device using the routing decision.
    Type: Grant
    Filed: February 8, 2019
    Date of Patent: July 16, 2019
    Assignee: FMR LLC
    Inventors: Shovon Sengupta, Bibhash Chakrabarty, Shishir Shekhar, Alex Arias-Vargas
  • Patent number: 10348894
    Abstract: A method has steps for receiving at a call center implemented in a network, a first call from a caller using a first telephony-enabled device, connecting the received first call to an agent in the call center, creating and storing in a data repository at the call center a live call record associating an identity of the caller or a device of the caller with the agent to whom the first call is connected, receiving, while the first call is active, a second call from the same caller using a second telephony-enabled device, querying the data repository and discovering the live call record, routing the second call to the same agent to whom the first call is routed, and terminating the first call, but leaving the live call record in place.
    Type: Grant
    Filed: April 25, 2016
    Date of Patent: July 9, 2019
    Inventors: Arun Sundar N, Vinod Natakala Madhavan, Vishwa Kumar K S
  • Patent number: 10341291
    Abstract: A method, a device and a storage medium for processing a communication service in a circuit switch domain are provided. The method may include: judging, when a communication service being currently processed by a communication terminal is a voice call service or a short message service in a circuit switch domain, whether a switching condition for switching the communication service onto a real-time communication tool in a packet switch domain of the communication terminal is met; if it is met, switching the communication service onto the real-time communication tool in the packet switch domain of the communication terminal.
    Type: Grant
    Filed: October 17, 2014
    Date of Patent: July 2, 2019
    Assignee: ZTE CORPORATION
    Inventors: Zhigang Dai, Zhisong Wang
  • Patent number: 10320986
    Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.
    Type: Grant
    Filed: April 13, 2018
    Date of Patent: June 11, 2019
    Assignee: Afiniti Europe Technologies Limited
    Inventor: Zia Chishti
  • Patent number: 10313522
    Abstract: Systems and methods for predictive cross-platform customer service include receiving first data about a service provider system that includes a plurality of customer service platforms. First user interaction rules are determined based on the first data received. A first condition is then determined to exist in the service provider system based on the first data and the first user interaction rules. First instructions for the service provider system are then determined based on the first condition to achieve a customized user response. The first instructions are provided for the service provider system such that the plurality of customer service platforms has access to the first instructions. Second data of a user interaction with at least one customer service platform is received when the first instructions have been executed. The first instructions are updated to second instructions based on the second data received.
    Type: Grant
    Filed: June 29, 2016
    Date of Patent: June 4, 2019
    Assignee: PAYPAL, INC.
    Inventor: Eddie Batlle
  • Patent number: 10313526
    Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.
    Type: Grant
    Filed: March 22, 2018
    Date of Patent: June 4, 2019
    Assignee: Avaya Inc.
    Inventors: Robert C. Steiner, Wen-Hua Ju
  • Patent number: 10298761
    Abstract: A computer-implemented method and system for enhancing interaction between a customer and a customer service representative of a company. Data related to the customer is stored and received at a computer operated by the company, wherein the data can include a customer name, a customer address and a customer number. A telephonic interaction is preferably commenced between the customer and the customer service representative and a Web session is preferably commenced on a Web site for a client computer of the customer service representative. At least a part of the data is displayed on a workstation of the customer service representative as a first Web page, wherein the first Web page includes at least one selectable link to a second Web page. At least one selectable link is selected by the customer service representative to display the second Web page.
    Type: Grant
    Filed: October 9, 2018
    Date of Patent: May 21, 2019
    Assignee: United Services Automobile Association
    Inventor: Guy R. Langley
  • Patent number: 10298765
    Abstract: A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.
    Type: Grant
    Filed: October 17, 2014
    Date of Patent: May 21, 2019
    Assignee: Avaya Inc.
    Inventors: Dawid Nowak, Tony McCormack