Patents Examined by Thjuan K. Addy
  • Patent number: 10785372
    Abstract: In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. An additional feature extending from this capability is to add an amount of coding to external knowledge content websites that are owned and/or operated by the owner of the system such that when the website is viewed through the third-party integration module, a button or icon appears within the website that when selected takes the agent to an appropriate form.
    Type: Grant
    Filed: December 6, 2018
    Date of Patent: September 22, 2020
    Assignee: Verint Systems UK Limited
    Inventors: Conor Adams, Raymond Campbell
  • Patent number: 10785374
    Abstract: Optimizing a number pool for dynamic number insertion (DNI) used for call attribution is achieved by considering physical characteristics of the DNI number assigned to a specific channel versus characteristics of consumers within that channel—such as by determining a plurality of distinguishable consumer parameters having a business-positive correlation to a subset of numbers from among the pool of numbers—in order to make more optimized DNI number assignments.
    Type: Grant
    Filed: October 31, 2019
    Date of Patent: September 22, 2020
    Assignee: TALKDESK INC.
    Inventor: Jafar Adibi
  • Patent number: 10778852
    Abstract: A Toll-Free Management Platform (TFMP) includes methods and systems for number administration, customer administration, call management services, texting services and text registry, and a smart services registry. The TFMP may allow users to receive through a web-based interface, an activate request from a user, wherein the request includes at least a customer record template reference and an indication of when to active a toll-free telecommunications number associated with the request. The request may include at least one IP address datum associated with the toll-free telecommunications number. A user interface may allow activating a toll-free number, and users may access the TFMP to create and access existing templates of toll-free call routing templates, and utilize a routing tree engine to create customized call routing trees for the toll-free numbers of interest to the user.
    Type: Grant
    Filed: July 26, 2019
    Date of Patent: September 15, 2020
    Assignee: Somos, Inc.
    Inventors: Sriram Sharma, William Carter, Manisha Bhat, Pamela J. Carter, Sanjeev Chauhan, Ryan Karnas, Michael Kimmel, Suk Yee Wong, Alan Stiffler, Dewang Lakhani
  • Patent number: 10771730
    Abstract: A display apparatus includes: a display panel including: a display area configured to display an image, and a non-display area, at least one first sound generator in the display area, and at least one second sound generator in the non-display area, wherein each of the at least one first sound generator and the at least one second sound generator is configured to vibrate the display panel to generate sound toward a front of the display panel.
    Type: Grant
    Filed: July 23, 2018
    Date of Patent: September 8, 2020
    Assignee: LG Display Co., Ltd.
    Inventors: Sungtae Lee, SeYoung Kim, KwanHo Park, YeongRak Choi, Kwangho Kim, Sungsu Ham
  • Patent number: 10771628
    Abstract: Disclosed are systems and methods for forecasting inbound telecommunications, and more particularly, for analyzing real-time and historical call center data, and applying a forecasting model to said data in order to predict inbound call volume. Additionally, tools are disclosed for manipulating call center data and generating visual representations of metrics pertaining to forecasting call center data via a dashboard.
    Type: Grant
    Filed: March 6, 2020
    Date of Patent: September 8, 2020
    Assignee: CaaStle, Inc.
    Inventors: Avinash Singh, Prashant Kumar Rai, Chirag Jain, Ankita Sinha
  • Patent number: 10771627
    Abstract: Embodiments presented herein provide techniques for inferring the current emotional state of a user based on paralinguistic features derived from audio input from that user. If the emotional state meets triggering conditions, the system provides the user with a prompt which allows the user to connect with a support agent. If the user accepts, the system selects a support agent for the user based on the predicted emotional state and on attributes of the support agent found in an agent profile. The system can also determine a priority level for the user based on the score and based on a profile of the user and determine where to place the user in a queue for the support agent.
    Type: Grant
    Filed: March 23, 2020
    Date of Patent: September 8, 2020
    Assignee: INTUIT INC.
    Inventors: Benjamin Indyk, Igor A. Podgorny, Raymond Chan
  • Patent number: 10771623
    Abstract: Methods, systems, and apparatus, including computer programs encoded on computer storage media, for coordinating callers with customer service representatives. One of the methods includes in response to receiving identification information from a caller, selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine. The method includes populating the virtual user interface with information about the caller based on the received identification information. The method includes sharing the virtual user interface with an application executing on a computer of a customer service representative. The method includes connecting the caller with the customer service representative.
    Type: Grant
    Filed: September 26, 2019
    Date of Patent: September 8, 2020
    Assignee: United Services Automobile Association (USAA)
    Inventors: Eric J. Smith, John McChesney TenEyck, Jr., Gregory Yarbrough, Vijay Jayapalan
  • Patent number: 10764435
    Abstract: A request to establish a first communication session with a contact center is received. For example, a customer may make a voice call to the contact center. A determination is made that the request to establish the communication session is from an application in a customer communication endpoint. An agent virtual assistant is instantiated. The agent virtual agent works on behalf of a contact center agent. A message is sent to the application in a customer communication endpoint to instantiate a customer virtual assistant. A second communication session is established between the agent virtual assistant and the customer virtual assistant. This allows the contact center agent and the customer to have a better interaction using a simplified graphical user interface that provides the best available information.
    Type: Grant
    Filed: August 29, 2018
    Date of Patent: September 1, 2020
    Assignee: Avaya Inc.
    Inventor: Pushkar Yashavant Deole
  • Patent number: 10757263
    Abstract: Methods, systems, and apparatus, including computer programs encoded on computer storage media are used for coordinating callers with customer service representatives. One of the methods includes identifying a number of callers. The method also includes dynamically adjusting a number of customer service representatives based on the number of callers.
    Type: Grant
    Filed: October 4, 2019
    Date of Patent: August 25, 2020
    Assignee: United Services Automobile Association (USAA)
    Inventors: Eric J. Smith, John McChesney TenEyck, Jr., Gregory Yarbrough, Vijay Jayapalan
  • Patent number: 10757526
    Abstract: Methods and systems are provided for audio devices with enhanced directional operations. A user of an audio system may be prompted to provide an audio input. Once received, the audio input may be processed, and based on processing of the audio input positioning related information associated with the user may be generated. Outputting of an audio output in the audio system may then be controlled based on the positioning related information. Controlling the outputting of the audio output may include configuring at least one audio output related parameter or function for optimizing directionality of the audio output based on the positioning related information.
    Type: Grant
    Filed: June 11, 2019
    Date of Patent: August 25, 2020
    Assignee: VOYETRA TURTLE BEACH, INC.
    Inventor: Juergen Stark
  • Patent number: 10750018
    Abstract: A call-modeling system models calls in real-time, with the goal of helping users, e.g., a sales representative and/or their managers, improve and/or guide the outcome of the calls. The call-modeling system generates real-time probabilities for possible outcomes of the conversation, as well as highlight specific on-call patterns, which may be either conducive or detrimental to a desired conversation outcome. The generated probabilities and highlighted patterns may be used by the sales representatives and/or their managers to either increase the probability of a desired outcome and/or optimize for call duration with a specific outcome.
    Type: Grant
    Filed: November 20, 2019
    Date of Patent: August 18, 2020
    Assignee: AffectLayer, Inc.
    Inventors: Roy Raanani, Russell Levy, Micha Yochanan Breakstone
  • Patent number: 10750020
    Abstract: The invention provides systems, methods and computer program products for providing optimized customer support over data networks. In an embodiment the invention comprises implementing within a processor based computing system, the steps of (i) receiving voice data from a customer through a client terminal, (ii) converting the received voice data to text data, (iii) extracting one or more search parameters from the converted text data, wherein said extracted search parameters are based on at least one of a context or a subject identified from the converted text data, (iv) retrieving from a customer record database, at least one customer record that matches the extracted one or more search parameters, and (v) transmitting the retrieved at least one customer record to a customer service representative terminal for display to a customer service representative.
    Type: Grant
    Filed: September 13, 2019
    Date of Patent: August 18, 2020
    Assignee: MASTERCARD INTERNATIONAL INCORPORATED
    Inventors: Rukuma Viegas, Rajesh Pralhadrao Mahalle, Arunmurthy Gurunathan
  • Patent number: 10742813
    Abstract: Customer relationship management (‘CRM’) implemented in a computer system, including administering, by an artificial intelligence agent (‘AIA’) of a CRM application of the computer system, with a customer representative on behalf of a tele-agent, as structure of computer memory of the computer system, a communications session comprising one or more communications contacts with the customer representative; and effecting by the AIA communications with the tele-agent in support of the communications session.
    Type: Grant
    Filed: November 8, 2018
    Date of Patent: August 11, 2020
    Assignee: N3, LLC
    Inventor: Shannon L. Copeland
  • Patent number: 10742821
    Abstract: Methods and systems for providing a rating system that allow for customers to create a database of toll-free numbers that are abused by malicious consumers which may be cloud-based and allow for service providers to dip prior to completing or accepting calls.
    Type: Grant
    Filed: September 27, 2019
    Date of Patent: August 11, 2020
    Assignee: Somos, Inc.
    Inventor: Sanjeev Chauhan
  • Patent number: 10742817
    Abstract: One example method of operation may include receiving a conference request from a moderator device, retrieving user profiles, included in the conference request, stored in a database, transmitting a conference access code to the user devices associated with the user profiles, retrieving and applying a moderator conference call agenda to a conference call at a conference call maturity time, and enacting one or more restrictions during the conference call based on the moderator conference call agenda.
    Type: Grant
    Filed: September 5, 2018
    Date of Patent: August 11, 2020
    Assignee: West Corporation
    Inventors: Karen Sue White, Santhosh Shetty
  • Patent number: 10742800
    Abstract: Embodiments provide systems and methods for reconstructing a communication session upon a failure of a session manager by monitoring a communication session associated with a Universal Call IDentifier (UCID) and detecting a failure of the session manager. In some cases, A timer can be set in response to detecting the failure of the session manager. In response to the timer expiring before detecting the recovery of the session manager, the application server can end monitoring of the communication session. In response to detecting a subsequent recovery of the session manager, a re-invitation message associated with the communication session and including the UCID can be sent. Communications components of the contact center can receive and accept the re-invitation message, re-map a session initiated by the re-invitation message to the communication session based on the UCID from the re-invitation message, and reconstruct the communication session.
    Type: Grant
    Filed: September 27, 2019
    Date of Patent: August 11, 2020
    Assignee: Avaya Inc.
    Inventors: David Chavez, Keith Cowley
  • Patent number: 10728393
    Abstract: An application determines an emotional state of a user based on evaluating facial recognition data of the user captured from the user interacting with the application. The application receives a request from the user to initiate a support call. The request identifies the emotional state of the user. The application predicts, from a set of outcomes of support calls processed by support agents interacting with users having different emotional states, an emotional state that increases a likelihood of achieving a specified outcome for the support call based on the emotional state of the user. The application identifies an available support agent having the predicted emotional state, and assigns the user to interact with the identified support agent for the support call.
    Type: Grant
    Filed: December 6, 2019
    Date of Patent: July 28, 2020
    Assignee: INTUIT INC.
    Inventors: Amir Eftekhari, Aliza Carpio, Joseph Elwell, Damien O'Malley
  • Patent number: 10720239
    Abstract: A computer-assisted patient navigational communication system for receiving electronic and oral communications from a patient, scanning data to determine the medical needs of the patient, and displaying relevant information to appropriate medical personnel who can immediately advise the patient of the most appropriate source of medical assistance relating to the patient's identified symptoms.
    Type: Grant
    Filed: October 24, 2019
    Date of Patent: July 21, 2020
    Inventors: Randall S. Hickle, Christopher K. Allen, Jason Paul Derouen
  • Patent number: 10715666
    Abstract: While using a communication system in which groups of destinations on a network are managed, and any one of the groups can be specified as a destination, if a group needs to be changed, added, or deleted, updating the system on the network is required, which increases load of maintenance. To address such a problem, an operation input receiving unit of a terminal receives selection of a group including destination information that represents destination candidates of communication. A destination management unit of the terminal determines a destination among the destination candidates represented by the destination information included in the selected group. A sending and receiving unit of the terminal makes a request for starting communication with the determined destination, to a management system.
    Type: Grant
    Filed: May 16, 2016
    Date of Patent: July 14, 2020
    Assignee: Ricoh Company, Ltd.
    Inventors: Atsuhiro Fujii, Takeshi Fujita, Yoshinaga Kato, Kiyoshi Kasatani
  • Patent number: 10715909
    Abstract: One embodiment of the present application sets forth a computer-implemented method that includes receiving, from a first microphone, a first input acoustic signal, generating a first audio spectrum from at least the first input acoustic signal, where the first audio spectrum includes a set of time-frequency bins, for each time-frequency bin included in the set of time-frequency bins, computing a weighted local space-domain distance (LSDD) spectrum value based on a portion of the first audio spectrum that is included in the time-frequency bin, generating a combined spectrum value based on a set of the weighted LSDD spectrum values computed for the set of time-frequency bins, and determining a first estimated direction of the first input acoustic signal based on the combined spectrum value.
    Type: Grant
    Filed: December 10, 2018
    Date of Patent: July 14, 2020
    Assignee: FACEBOOK TECHNOLOGIES, LLC
    Inventors: Vladimir Tourbabin, Ravish Mehra