Patents Examined by William J Deane
  • 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
  • Patent number: 10764683
    Abstract: Systems and methods are provided for distributing audio. An audio system is provided that includes one or more audio interfaces, at least one of which is a wireless audio interface. An audio hub couples to the one or more audio interfaces and detects the presence of one or more headphones coupled to the wireless audio interfaces. The audio hub selectively establishes communication channel(s) to convey audio content between a plurality of devices coupled to the audio interfaces. The plurality of devices may include one or more headphones, an infotainment head unit, a microphone, and a speaker. Accordingly, headphone users may hold conversations with each other and/or other occupants of a vehicle, and various users may share audio content with headphone users and/or other occupants of a vehicle.
    Type: Grant
    Filed: September 25, 2018
    Date of Patent: September 1, 2020
    Assignee: BOSE CORPORATION
    Inventors: Teoman Bal, Ryan Boyle, Mark E. Dukeshire, Daniel B. Pierson, Naganagouda B. Patil
  • Patent number: 10764428
    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: October 31, 2018
    Date of Patent: September 1, 2020
    Inventors: Trysit Nitidharmatut, Timothy Maslyn, Vira Intanate
  • Patent number: 10764442
    Abstract: For muting an audio device participating in a conference call, methods, apparatus, and systems are disclosed. One apparatus includes a processor and a memory that stores code executable by the processor. The processor identifies a plurality of physical locations participating in a conference call and identifies a plurality of devices participating in the conference call, wherein each device is located in one of the plurality of physical locations. The processor designates a primary device for each physical location, the primary device being a highest priority device at that physical location and mutes an audio device of each of the plurality of devices that is not designated a primary device.
    Type: Grant
    Filed: March 27, 2019
    Date of Patent: September 1, 2020
    Assignee: Lenovo (Singapore) PTE LTD
    Inventors: Mark Patrick Delaney, Nathan J. Peterson, Russell Speight VanBlon, John Carl Mese
  • Patent number: 10742814
    Abstract: Disclosed are various embodiments for routing communications to service agents based on a workflow. A computing device identifies a user intent object corresponding to a user interaction with the computing device. The computing device then generates a search criterion based on the identified user intent object and uses the search criterion for identifying the user intent in subsequent user interactions. After identifying the user intent, the computing device can identify a workflow corresponding to the user intent object. Later, the computing device can process one or more tasks associated with the workflow.
    Type: Grant
    Filed: August 28, 2019
    Date of Patent: August 11, 2020
    Assignee: AMAZON TECHNOLOGIES, INC.
    Inventors: Kristopher William Bell, Vikas Seshagiri Rao Bhardwaj, Ariel Grob Dos Santos, Kathleen Ann Mitchell Gavenman, Gunashekar Jayaraman, Farrukh Raza, Andrew Gardiner Sutherland
  • Patent number: 10735585
    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: October 15, 2019
    Date of Patent: August 4, 2020
    Assignee: Verint Americas Inc.
    Inventor: Michael Johnston
  • Patent number: 10735579
    Abstract: A computer-implemented method includes: determining, by a computer device, contextual data of plural calls to a callee; generating, by the computer device, a predictive model based on the contextual data of the plural calls; determining, by the computer device, contextual data of a current call to the callee; determining, by the computer device and based on the model and the contextual data of the current call, a probability that the callee will answer the current call; determining, by the computer device and based on the model and the contextual data of the current call, an amount of time to ring for the current call; instructing, by the computer device, a caller device to display the determined probability; and instructing, by the computer device, a callee device to control an amount of rings for the current call based on the determined amount of time to ring.
    Type: Grant
    Filed: November 19, 2018
    Date of Patent: August 4, 2020
    Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventors: Sarbajit K. Rakshit, Martin G. Keen, Hernan A. Cunico, Jonathan Dunne
  • Patent number: 10735586
    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: August 4, 2020
    Assignee: Verint Americas Inc.
    Inventor: Michael Johnston
  • Patent number: 10715667
    Abstract: 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: Grant
    Filed: January 10, 2020
    Date of Patent: July 14, 2020
    Assignee: Nice Ltd.
    Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
  • Patent number: 10715343
    Abstract: Methods, systems, and computer-readable media for device monitoring for conference reservation cancellation are disclosed. A location value is associated with a reservation for a scheduled conference associated with a scheduled starting time and a scheduled ending time. A voice-capturing device is associated with the location value, and the voice-capturing device is configured to send voice input to a service provider environment over a network. Voice input is not received from the voice-capturing device within a duration of time between the scheduled starting time and the scheduled ending time. The reservation is canceled based on determining that the voice input is not received from the voice-capturing device within the duration of time between the scheduled starting time and the scheduled ending time.
    Type: Grant
    Filed: September 6, 2017
    Date of Patent: July 14, 2020
    Assignee: Amazon Technologies, Inc.
    Inventor: Sivakumar Arumugam
  • Patent number: 10715670
    Abstract: Techniques for identifying a likely subject of a user contact with a user support network and routing the user contact to an agent or an application that is determined to have relevant experience with the subject or issue the user is experiencing. To identify a likely subject of the user contact, data is gathered from a user device as well as from secondary user devices located near the user device. Also, data related to network resources the user device is using, history data of a user's previous contacts with the user support network, and account data associated with the user device is also collected. As a result, the user contact is routed to a knowledgeable agent who is likely to resolve the user's issue without further routing or consultation, thus saving network bandwidth, user device resources, agent time, user time, etc.
    Type: Grant
    Filed: November 16, 2018
    Date of Patent: July 14, 2020
    Assignee: T-Mobile USA, Inc.
    Inventors: Ryan Yokel, Rudy Bourcelot, James Ellison, Joel Werdell, Robert Stamm
  • Patent number: 10715669
    Abstract: Managing contact transfer requests in a contact center with a processor of the contact center receiving a request to transfer a contact to a destination within the contact center. Next, the processor determines in real time, one or more first characteristics related to a source of the request and one or more second characteristics related to the destination of the request. Ultimately, based on the one or more first characteristics and the one or more second characteristics, the processor performs one of: a) transferring the contact to the destination, or b) preventing transfer of the contact to the destination.
    Type: Grant
    Filed: January 29, 2018
    Date of Patent: July 14, 2020
    Assignee: Avaya Inc.
    Inventors: Lakshmi Narayanan, Prem Kumar Bhavnani, Harshad R. Apshankar
  • Patent number: 10715884
    Abstract: A local network call handling device is configured to establish multiple concurrent call sessions between local network end devices and an external network. When a prioritized end device attempts to establish a call session, the call handling device may initially determine if a first call session identifier is available. If so, the call session can be established using that first identifier. If the first identifier is in use for a call session of another end device, the call handling device may either use a different call session identifier for the prioritized end device session or may drop a pre-existing call session to free an identifier for use in connection with the prioritized end device.
    Type: Grant
    Filed: October 10, 2018
    Date of Patent: July 14, 2020
    Assignee: Comcast Cable Communications, LLC
    Inventors: Michael Connelly, Jeffrey Lewis, Bhagabati Maharana, Louis Rubin, Richard Vetter
  • Patent number: 10708421
    Abstract: A method includes producing a user profile in response to user data; obtaining context for estimating the duration of a down-time; estimating the duration of the down-time; determining experience enhancement factors in response to the user profile and the estimated duration of the down-time; determining an activity selection model in response to the context, the user data, and the experience enhancement factors; generating personalized engaging activities by applying the activity selection model to a plurality of potential activities; partitioning the estimated duration of the down-time into segments; sequencing the personalized engaging activities to fit into the segments; and presenting the personalized engaging activities to the user via a computing device. A computer readable medium embodies instructions for the method and an apparatus including a processor is operative to facilitate the method.
    Type: Grant
    Filed: April 24, 2018
    Date of Patent: July 7, 2020
    Assignee: International Business Machines Corporation
    Inventors: Abdigani Diriye, Shikhar Kwatra, Komminist Weldemariam
  • Patent number: 10708315
    Abstract: Processing conference call communications may include receiving a request from a customer device to access the conference. One example method of operation may include receiving a conference call access request message from a user device, identifying an identifier included in the access request message associated with the user device, comparing content of the identifier to known identifier information, determining whether to authorize the access request, and responsive to authorizing the access request, transmitting a prompt to the user device to access the conference call.
    Type: Grant
    Filed: April 27, 2018
    Date of Patent: July 7, 2020
    Assignee: West Corporation
    Inventors: Gautham Pallapa, Santhosh Shetty, Karen Sue White, Mohammed Qurashi
  • Patent number: 10699727
    Abstract: Noise filtering for an incoming signal is provided. The noise filtering method includes executing a transformation operation on the incoming signal by distributing energy corresponding to each of a plurality of components of the incoming signal into a two-dimensional representation. The noise filtering method also includes executing a filtering operation on the plurality of components to determine real objects and remove noise within the incoming signal. The filtering operation utilizing at least one of a plurality of noise detection matrixes based on time, frequency, or direction.
    Type: Grant
    Filed: July 3, 2018
    Date of Patent: June 30, 2020
    Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventor: Tobias U. Bergmann
  • Patent number: 10701210
    Abstract: The present disclosure relates to a system and method configured for matching subjects that call into a call center where calls are answered by care consultants that provide health care or consult on health care remotely via the call center, wherein the matching is based on holistic information related to both the individual subjects and the individual care consultants. The method being performed by one or more hardware processors configured by machine-readable instructions, the method comprising responsive to receiving a call from a first subject, obtaining first subject information associated with the first subject, obtaining care consultant information associated with a plurality of care consultants associated with the call center including first care consultant information associated with a first care consultant, and analyzing the first subject information and the first care consultant information to determine whether a match exists between the first subject and the first care consultant.
    Type: Grant
    Filed: March 23, 2017
    Date of Patent: June 30, 2020
    Assignee: KONINKLIJKE PHILIPS N.V.
    Inventors: Murtaza Bulut, Paul Anthony Shrubsole
  • Patent number: 10694026
    Abstract: A computer implemented method and system for routing a call based on characteristics of call data are provided. The method may include: receiving or retrieving a first data set representing a first set of plurality of call features relating to an on-going call from a database; generating, using a machine learning model, a suspiciousness score of the on-going call based on the first data set, the suspiciousness score indicating a probability of the on-going call being a fraudulent call; routing the on-going call based on the suspiciousness score; displaying the first suspiciousness score on a graphical user interface; continuously receiving or retrieving a second data set representing a second set of plurality of call features relating to the on-going call from the database; updating the suspiciousness score of the on-going call based on the second data set; and displaying the updated suspiciousness score on the graphical user interface.
    Type: Grant
    Filed: August 16, 2018
    Date of Patent: June 23, 2020
    Assignee: ROYAL BANK OF CANADA
    Inventors: Karthikeyan Chandrasekaran, Roobini Mathiyazhagan, Ruturaj Maheshbhai Patel, Sreenath Vazhayil, Domenico Pagniello