Patents Examined by William J. Deane, Jr.
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Patent number: 11102354Abstract: A method for providing haptic feedback to participants of multi-party phone conversations that includes opening a communications session with a conference system for at least two users each having user specific communications devices, user specific conduct measuring devices, and user specific haptic feedback device registered with the conference system. Analyzing content of the communications session from content received by the conference system through the user specific communications device for at least one of the users; and capturing status for said at least two users from data measured by the user specific conduct measuring device for the at least two users. Determining with the conference system if the content of the communications session and the status of said at least two users calls for input by the user through said user specific communications device. Sending a feedback signal from the conference system to the user specific haptic feedback device.Type: GrantFiled: March 24, 2020Date of Patent: August 24, 2021Assignee: International Business Machines CorporationInventors: Michael Bender, Rhonda L. Childress, Minh Q. Pham, Kim A. Eckert
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Patent number: 11096039Abstract: Systems and methods for locating a cellular phone are provided. More particularly, systems and methods for providing the location of a requested user's cellular phone from a requesting user's device (e.g., a second cellular phone) based on access rights defined by the requested user. Location descriptions may be provided at a multitude of levels. For example, if a cellular phone, or an identity associated to (e.g., logged into) a cellular phone, has been given access rights to a cell phone's exact location for an indefinite amount of time, that cell phone can receive, on command, the exact location of the approved cell phone. Other levels of location information that can be granted include, for example, proximities, states, and countries.Type: GrantFiled: August 20, 2007Date of Patent: August 17, 2021Inventor: Jeffrey David Mullen
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Patent number: 11089151Abstract: 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: GrantFiled: September 28, 2020Date of Patent: August 10, 2021Assignee: GOOGLE LLCInventors: Vinh Quoc Ly, Raunaq Shah, Okan Kolak, Deniz Binay, Tianyu Wang
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Patent number: 11089163Abstract: Electronic conferences often comprise a mixture of on-site and remote participants. A moderator may selectively engage remote participants for full-duplex interactions, such in response to the remote participant “raising their hand” to signal a question or desire to speak. Systems and methods are provided to enable a moderator to utilize natural speech to be utilized as voice commands, and with no other input, to cause a remote participant to be unmuted, enabling full-duplex for the associated remote terminal, and when the question is done, re-muted and thereby returned to half-duplex.Type: GrantFiled: March 18, 2019Date of Patent: August 10, 2021Assignee: Avaya Inc.Inventor: Jinson Abraham
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Patent number: 11082558Abstract: A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, one or more call records can be processed to originate a SMS text call or group text call, where the agent also determines when the call(s) originates. The agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. The dialing mode may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.Type: GrantFiled: November 15, 2019Date of Patent: August 3, 2021Assignee: Noble Systems CorporationInventors: Karl H. Koster, Jason P. Ouimette
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Patent number: 11082556Abstract: A system and method for determining spoofing of at least one identifier are described, the identifier being intended for the use of a communication device, during communication between a first communication terminal and a second communication terminal. The method can be implemented by a device for determining spoofing of at least one identifier. The method can include receiving a signaling message of the communication from the first communication terminal and intended for the second communication terminal, the signaling message including at least one identifier and at least one first item of certification data, obtaining at least one second item of certification data on the basis of the at least one received identifier, comparing the at least one first item of certification data with said at least one second item of certification data, and transmitting at least the message to the second terminal on the basis of the result of the comparison.Type: GrantFiled: June 18, 2020Date of Patent: August 3, 2021Assignee: ORANGEInventor: Bertrand Bouvet
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Patent number: 11070671Abstract: The disclosed embodiments relate to a system that facilitates accessing external servers to process messages during customer-support conversations in an online customer-support system. During operation, the system receives a message from a sender while the message is in transit between the sender and a receiver during a customer-support conversation, wherein the customer-support conversation is between a customer and a responsive entity, and wherein the customer-support conversation relates to an issue the customer has with a product or a service used by the customer. Next, the system feeds the message through a pipeline of processors, wherein each processor in the pipeline is configured to make a call to an associated external server to perform an operation on the message before forwarding the message to a subsequent stage of the pipeline. Finally, when the message finishes transiting the pipeline, the system forwards the message to the receiver.Type: GrantFiled: May 12, 2020Date of Patent: July 20, 2021Assignee: Zendesk, Inc.Inventors: Michael Gozzo, Andrew Lavers, Jean-Philippe J. Joyal, Michael J. Spensieri
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Patent number: 11070672Abstract: A method of adapting customer care handling automated workflows. The method comprises creating records of calls by a subscriber to a customer care handling system, analyzing the records of calls by a customer care handling adaptation application, comparing by the application a frequency of calls to customer care and a frequency of account credits granted to the subscriber to a correlation threshold, where the correlation threshold is randomly varied within predefined correlation values, tagging the wireless communication service account of the subscriber by the application as manipulative of customer care, receiving a call from the subscriber to the customer care handling system, determining by the customer care handling system that the subscriber is tagged as manipulative of customer care, and adapting the handling automated workflow for the subscriber by the customer care handling system based on the determination that the subscriber is tagged as manipulative of customer care.Type: GrantFiled: April 3, 2019Date of Patent: July 20, 2021Assignee: Sprint Communications Company L.P.Inventors: Michael A. Gailloux, Kenneth W. Samson
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Patent number: 11070678Abstract: Measures are provided for use in establishing a telephony session between first and second telephony devices in a telephony network. Telephony network equipment in the telephony network receives, from the first telephony device over a signalling link, a telephony session establishment request. The telephony network equipment receives, from the first telephony device over a data link that is separate to the signalling link, a message comprising data useable by the telephony network equipment to identify the second telephony device. The telephony network equipment correlates the received telephony session establishment request and the received message. The telephony network equipment transmits, to the second telephony device, a telephony session establishment request on the basis of the correlating. The first telephony device is associated with a multi-persona user having a first persona associated with a first telephony identifier and a second persona associated with a second telephony identifier.Type: GrantFiled: March 4, 2020Date of Patent: July 20, 2021Assignee: Metaswitch Networks Ltd.Inventors: David Hotham, Richard Underwood, Andrew Robinson Hodges
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Patent number: 11057515Abstract: In some implementations, an utterance that requests a voice call is received, the utterance is classified as spoken by a particular known user, in response to classifying the utterance as spoken by the particular known user, a recipient voice number to call is determined based on contacts for the particular known user, and the voice call to the recipient voice number is initiated.Type: GrantFiled: May 16, 2018Date of Patent: July 6, 2021Assignee: GOOGLE LLCInventors: Vinh Quoc Ly, Raunaq Shah, Okan Kolak, Deniz Binay, Tianyu Wang
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Patent number: 11057750Abstract: An intelligent device controlling method, a mobile terminal, and a computing device are provided. A mobile terminal for controlling intelligently a device according to an embodiment of the present disclosure receives a call for a call connection, selects at least one control target device to control an operation while the call is connected, based on a location of the mobile terminal, selects a control item of the at least one control target device using a plurality of pre-learned control methods, and controls the control item for the at least one control target device in a state where the call is connected. Accordingly, it is possible to improve a call environment by controlling an operation of a device around a smart phone at the time of a call connection of the smart phone.Type: GrantFiled: September 20, 2019Date of Patent: July 6, 2021Assignee: LG ELECTRONICSInventors: Kyuho Lee, Jaewoong Jeong, Youngman Kim, Sangjun Oh, Seunghyun Hwang
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Patent number: 11057727Abstract: An audio or haptic power output system manages and delivers power to multiple output transducers based on corresponding power or current limits that are adjusted dynamically according to measures of power or current that are required to generate power output signals from corresponding digital input values or signals. A power management subsystem controls electrical power or current consumed by power output stages that supply power to the transducers by comparing the measures of power or current required to generate the power output signals to the corresponding power or current limits, and limiting the power or current consumed by the individual power output stages measures of power or current exceeds the corresponding limits.Type: GrantFiled: August 7, 2020Date of Patent: July 6, 2021Assignee: CIRRUS LOGIC, INC.Inventors: Tian Zhao, Jeffrey A. May
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Patent number: 11057520Abstract: 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: GrantFiled: July 16, 2020Date of Patent: July 6, 2021Assignee: Verint Americas Inc.Inventor: Michael Johnston
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Patent number: 11039007Abstract: A system for visualizing call routing data associated with a toll-free identifier, the system including a client interface adapted to transmit a command to at least one server upon which executes software code providing a toll-free telecommunications management platform the toll-free telecommunication platform being in communication with a database upon which is stored call routing data and a parsing tool associated with the client interface, wherein the parsing tool receives call routing data associated with a toll-free telecommunications number in response to a query of the database and wherein the parsing tool parses the call routing data to display the call routing data associated with the toll-free telecommunications number in tree format on the client interface.Type: GrantFiled: August 9, 2019Date of Patent: June 15, 2021Assignee: Somos, Inc.Inventors: Ryan Karnas, Lalitha Veeramachaneni, Dewang Lakhani
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Patent number: 11032424Abstract: A system and method for hybrid callback management and failure recovery, utilizing a callback cloud and an on-premise callback system, allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.Type: GrantFiled: September 3, 2020Date of Patent: June 8, 2021Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLCInventors: Matthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Kevin Shinseki, Robert Harpley
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Patent number: 11032423Abstract: 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: GrantFiled: May 13, 2020Date of Patent: June 8, 2021Inventors: Trysit Nitidharmatut, Timothy Maslyn, Vira Intanate
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Patent number: 11025778Abstract: Systems and methods for automated telephone host system interaction. A system can include one or more client applications executable by respective communication devices and a server in communication with the respective communication devices. The system can store user information for a user and receive, from the user, requests associated with a service provider. Responsive to the requests, the system can cause initiation of a call center call to a call center associated with the service provider, automatically navigate a call handling system of the call center, monitor a held call center call, and detect when a live agent answers the call. Responsive to detecting the live agent, the system can initiate a call to the user device and bridge the calls such that the user can speak to the live agent.Type: GrantFiled: March 13, 2018Date of Patent: June 1, 2021Assignee: REPNOW INC.Inventors: Alexander Boone, Stanfell Boone, Fredrick Korfin
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Patent number: 11019209Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.Type: GrantFiled: November 30, 2019Date of Patent: May 25, 2021Assignee: Talkdesk, Inc.Inventor: Tiago Paiva
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Patent number: 11019210Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.Type: GrantFiled: June 6, 2020Date of Patent: May 25, 2021Assignee: NICE LTD.Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
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Patent number: 11012567Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.Type: GrantFiled: November 30, 2019Date of Patent: May 18, 2021Assignee: Talkdesk, Inc.Inventor: Tiago Paiva