Patents Examined by William J Deane
  • Patent number: 10939290
    Abstract: This invention shows a method for operating a voice communications network that comprises dynamically associating a private number with at least one public number of a circuit-switched voice communication network, authenticating a user of a private number without reliance on a static reproducible data code, receiving an incoming call to the public number and routing the incoming call from a caller to the private number. The method also shows the generation of an outgoing call from the private number and passing the outgoing call through the public number while generating calling party information to a target which preserves the privacy of the caller, and altering an associating of the private number and at least one public number. The system therefore acts as a proxy with authentication by means of dynamic code security. The caller and the user of the private number share seamless round-trip telephone communications while preserving the anonymity of the user of the private number.
    Type: Grant
    Filed: December 11, 2018
    Date of Patent: March 2, 2021
    Assignee: PalTalk Holdings, Inc.
    Inventors: Robert H. Nagel, Phillip Jones, Clifford Wener, Jodd Readick
  • Patent number: 10938989
    Abstract: The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system correlates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.
    Type: Grant
    Filed: September 15, 2020
    Date of Patent: March 2, 2021
    Assignee: Verint Americas Inc.
    Inventor: Michael Johnston
  • Patent number: 10938988
    Abstract: The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system corelates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.
    Type: Grant
    Filed: July 16, 2020
    Date of Patent: March 2, 2021
    Assignee: Verint Americas Inc.
    Inventor: Michael Johnston
  • Patent number: 10917525
    Abstract: A system and method for automated call analysis using context specific lexicons. A system includes memory and a processor configured to execute instructions. The system includes a lexicon component and an analysis component. The system optionally includes a recording component, a display component, or a scoring component. The lexicon component defines a plurality of context specific lexicons, with each context specific lexicon having elements associated with one of a plurality of unique conversation segments. The analysis component is configured to identify elements of the context specific lexicon, and associate each identified element with a time location in a conversation. The display component is configured to graphically present a multi-line graph such that the intersections of the lines indicate transitions between the unique conversation segments.
    Type: Grant
    Filed: January 28, 2020
    Date of Patent: February 9, 2021
    Assignee: TETON1 LLC
    Inventors: Robert T. Madden, Jr., Christopher P. Derikart, Edward A. Donnelly
  • Patent number: 10904382
    Abstract: Methods and systems are disclosed that facilitate a commercial data platform that enhances the interaction between a dialer and receiver during a voice call by simultaneously delivering and tracking data content that promotes ongoing commerce and interactions between these parties. One such system includes first and second interaction managers on a dialer device and a receiver device that transmit first and second sets of interaction data to a database during a call. A server obtains receiver content data from the database using the receiver identifier, transmits the receiver content data to the dialer device, obtains dialer content data from the database using the dialer identifier, transmits the dialer content data to the receiver device, and stores data from both the first set of ID and the second set of ID in the database in association with both the receiver identifier and the dialer identifier.
    Type: Grant
    Filed: December 30, 2019
    Date of Patent: January 26, 2021
    Inventors: Trysit Nitidharmatut, Timothy Maslyn, Vira Intanate
  • Patent number: 10904393
    Abstract: A scheduling communication system and method are disclosed. The system comprises a gateway comprising a telephony interface, a data repository; and, a scheduling interface. The gateway stores, in the data repository, a registration for a user associated with a booking, the registration including a telephone number for the user. Upon receiving a data communication at the scheduling interface on the booking, the gateway triggers a telephone call via the telephony interface to the user's telephone number and outputs verbal information on the booking. Upon receiving an input from a user during a call from the telephone number via the telephony interface, the gateway generates a data communication on the input and communicate the data communication on the input via the scheduling interface.
    Type: Grant
    Filed: November 15, 2018
    Date of Patent: January 26, 2021
    Assignee: SECOND GUEST LTD
    Inventors: Andy Chadbourne, Simon Ashford
  • Patent number: 10897541
    Abstract: Various systems and methods for objectively evaluating conference events are disclosed. In some embodiments, the systems and methods include a conference calling platform, such as a conference bridge device, that has a scoring unit. During a conference call, the platform can receive information from the conference system pertaining to the conference call. The scoring unit can use such information to determine an engagement score for the conference call itself and/or for individual attendees. The engagement score and/or information related to the engagement score can be provided to an organizer and/or to individual attendees.
    Type: Grant
    Filed: October 26, 2018
    Date of Patent: January 19, 2021
    Assignee: Shoutpoint, Inc.
    Inventors: Jamie Christiano, Samuel Melvin
  • Patent number: 10887467
    Abstract: Systems, apparatus, and methods for processing audio signals associated with conferencing devices communicatively connected in a daisy-chain configuration using local connection ports included on each device are provided.
    Type: Grant
    Filed: November 20, 2018
    Date of Patent: January 5, 2021
    Assignee: Shure Acquisition Holdings, Inc.
    Inventors: Ali Enteshari, Martin K. Reiling, Ryan Jerold Perkofski, Matthew Curtis Morrow, Michael Ryan Lester
  • Patent number: 10869150
    Abstract: A method expedites processing and playing of binaural sound during an electronic communication between a first user and a second user. An electronic device of the first user convolves sound into binaural sound for the second user before the binaural sound transmits to the electronic device of the second user. In this way, the binaural sound is already convolved and ready to play upon receipt at the electronic device of the second user.
    Type: Grant
    Filed: January 20, 2020
    Date of Patent: December 15, 2020
    Inventor: Philip Scott Lyren
  • Patent number: 10855837
    Abstract: The sections of the call unnecessary for reproduction are grasped without wasting time and labor. The call recording system includes a call information entry unit to enter operation information of call terminals which is acquired by a call control unit into a terminal operation information table; a recorded information entry unit to enter recorded information of the call which are acquired by a call recording unit into a recorded information table; and a call information reproduction unit to recognize sections unnecessary for reproduction of the recorded information based on the operation information of the call terminals so as to display a reproduction screen including a result on the recognized sections on a display section.
    Type: Grant
    Filed: November 6, 2018
    Date of Patent: December 1, 2020
    Assignee: HITACHI INFORMATION & TELECOMMUNICATION ENGINEERING, LTD.
    Inventors: Terumi Saito, Takashi Sugiyama
  • Patent number: 10848621
    Abstract: Techniques are described for generating metric(s) that predict survey score(s) for a service session. Model(s) may be trained, through supervised or unsupervised machine learning, using training data from previous service sessions between service representative(s) and individual(s). Training data may include, for previous service session(s), a session record (e.g., audio record) of the session and a set of survey scores provided by the serviced individual to rate the session on one or more criteria (e.g., survey questions). The model(s) may be trained to output, based on an input session record, metric(s) that each correspond to a survey score that would have been provided by the individual had they completed the survey. The model may be a concatenated model that is a combination of a language model output from a language classifier recurrent neural network, and an acoustic model output from an acoustic feature layer convolutional neural network.
    Type: Grant
    Filed: August 23, 2019
    Date of Patent: November 24, 2020
    Assignee: United Services Automobile Association (USAA)
    Inventors: Vijay Jayapalan, Gregory Yarbrough, Bipin Chadha, John McChesney TenEyck, Jr., Eric J. Smith
  • Patent number: 10841425
    Abstract: A computer-implemented method and system for streamlining interactions between a customer and a company representative. Information related to a customer is received by a company representative. A predicted future action by the customer is then calculated by a computer process wherein the calculation is based on the received information. The predicted future action is then caused to be displayed on a computer operated by a representative of the company. A conversation plan may be generated according to the information and a business rule which may be displayed on the representative's computer.
    Type: Grant
    Filed: September 3, 2015
    Date of Patent: November 17, 2020
    Assignee: United Services Automobile Association
    Inventors: Guy R. Langley, Jason W. Lindley, Donald H. Griffin, Jr., Steven R. Wilson, Elizabeth Garretson, Ryan R. Barth, Francisco A. Duran, Ann C. Tarrillion, David W. Roberts
  • Patent number: 10819856
    Abstract: Methods for handling traffic between a first network including a virtual communication platform and a second network, such as a circuit-switched network, include inserting customer identifiers into data packets. For traffic sent to the second network, the packets with the identifiers are transmitted to a trunking service that uses the identifier to determine one or more applicable service attributes for handling the data contained within the packets. For data traffic received from the second network, the virtual communication platform uses the identifiers to determine a destination, such as an endpoint device, for the traffic within the first network.
    Type: Grant
    Filed: February 18, 2020
    Date of Patent: October 27, 2020
    Assignee: Level 3 Communications, LLC
    Inventors: Dana A. Johnston, Claudia M. Combellas, Adam C. Uzelac, Michael F. Robles
  • Patent number: 10819854
    Abstract: A conference system is provided that includes a processor configured to provision a plurality of bridge telephone numbers having a plurality of different country codes, and receive a dial-out request for one of a plurality of attendees of a conference meeting for connecting to the conference meeting. The dial-out request includes a target telephone number associated with a communication device of the one of the plurality of attendees. The processor is further configured to select one of the provisioned plurality of bridge telephone numbers based on a result of a match between at least a country code of the selected bridge telephone number and the target telephone number, and cause dial-out to the target telephone number from the selected bridge telephone number.
    Type: Grant
    Filed: February 8, 2019
    Date of Patent: October 27, 2020
    Assignee: Microsoft Technology Licensing, LLC
    Inventor: Gareth Lyndon Eadred Bridges
  • Patent number: 10819847
    Abstract: The disclosed computer-implemented method for protecting against outgoing calls to malicious phone numbers may include (1) intercepting, at a computing device, an attempt to initiate an outgoing phone call, (2) disabling, at the computing device and at least temporarily, the attempt, (3) querying a reputation server for a reputation of an outgoing phone number associated with the attempt, (4) receiving, at the computing device, reputation results from the reputation server, and (5) performing a security action comprising displaying, on a user display of the computing device and prior to enabling the attempt, at least a portion of the reputation results. Various other methods, systems, and computer-readable media are also disclosed.
    Type: Grant
    Filed: September 19, 2018
    Date of Patent: October 27, 2020
    Assignee: NortonLifeLock Inc.
    Inventors: Anand Darak, Anuradha Joshi
  • Patent number: 10798246
    Abstract: A method is provided for resolving a call collision in a communication network. The method comprises, at a network node of the communication network: receiving a first call request message from a first user device to set up a call from the first user device to a second user device; checking whether the second user device has in turn sent a second call request message to set up a call from the second user device to the first user device; and in the affirmative, routing the first call request message to a conference bridge.
    Type: Grant
    Filed: December 23, 2016
    Date of Patent: October 6, 2020
    Assignee: Telecom Italia S.p.A.
    Inventor: Antonio Fusco
  • Patent number: 10791215
    Abstract: In some implementations, an utterance that requests a voice call is received, the utterance is classified as spoken by a particular known user, the particular known user is determined to be associated with a personal voice number, and in response to determining that the particular known user is associated with a personal voice number, the voice call is initiated with the personal voice number.
    Type: Grant
    Filed: May 16, 2018
    Date of Patent: September 29, 2020
    Assignee: GOOGLE LLC
    Inventors: Vinh Quoc Ly, Raunaq Shah, Okan Kolak, Deniz Binay, Tianyu Wang
  • Patent number: 10785371
    Abstract: A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. The transaction data includes one of a current resource being utilized for the transaction or a current channel indicating a communication channel being utilized for the transaction. The interaction data corresponds to interaction information of the current resource and the user device. The device generates a current score value of the transaction based on the transaction data and the interaction data. The device determines one of a further resource or a further channel to be used for the transaction based on the current score value and a predictive model. The predictive model defines relations between score values with the resources or the channels.
    Type: Grant
    Filed: December 21, 2015
    Date of Patent: September 22, 2020
    Assignee: Avaya, Inc.
    Inventors: Tony McCormack, David Skiba, John H. Yoakum
  • Patent number: 10778845
    Abstract: The present invention is a system and method of continuous sentiment tracking and the determination of optimized agent actions through the training of sentiment models and applying the sentiment models to new incoming interactions. The system receives conversations comprising incoming interactions and agent actions and determines customer sentiment on a micro-interaction level for each incoming interaction. Based on interaction types, the system correlates the determined sentiment with the agent action received prior to the sentiment determination to create and train sentiment models. Sentiment models include agent action recommendations for a desired sentiment outcome. Once trained, the sentiment models can be applied to new incoming interactions to provide CSRs with actions that will yield a desired sentiment outcome.
    Type: Grant
    Filed: December 13, 2019
    Date of Patent: September 15, 2020
    Assignee: Verint Americas Inc.
    Inventor: Michael Johnston
  • Patent number: 10771625
    Abstract: A dynamic call connection distributor and a related method, the distributor including an agent pool, having information of call agents, the agent pool is at least partly configurable by a plurality of individual call agents, a recipient dialer, including circuitry for dialing at least one number of predefined potential recipients for establishment of a recipient connection, an agent dialer including circuitry for establishing an agent connection from the dynamic connection distributor to a call agent, and a call linker, having circuitry for linking the agent connection with the recipient call.
    Type: Grant
    Filed: September 13, 2018
    Date of Patent: September 8, 2020
    Assignee: HEROBASE A/S
    Inventor: Johan Stubbe-Ostergaard