Patents Examined by William J Deane
  • Patent number: 10567580
    Abstract: A method of managing customer sentiment includes: monitoring an interaction of a customer with customer interactive media; deriving a sentiment of the customer from the interaction of the customer with the customer interactive media; generating sentiment data for the customer; and updating customer data in a customer database with the sentiment data in real-time.
    Type: Grant
    Filed: August 22, 2018
    Date of Patent: February 18, 2020
    Assignee: Wells Fargo Bank, N.A.
    Inventors: Dennis Emmanuel Montenegro, Prasanth Nandanuru, Pavan Kumar Arln, Yejjala Yevanna
  • Patent number: 10542149
    Abstract: A customer serving control system includes: a customer information acquiring unit acquiring customer information about a customer that can be served by a customer serving apparatus; a presentation control unit causing the customer information to be presented to a first operator; a serving information generating unit generating, based on operation of the first operator, first serving information indicating a serving content according to which the customer serving apparatus should serve the customer; a serving control unit causing the first operator to serve the customer through the customer serving apparatus by instructing the customer serving apparatus to serve the customer based on the first serving information; an operator emotion identifying unit identifying an emotion of the first operator; and a serving determining unit determining, based on an emotion of the first operator, whether to maintain a state where the first operator is serving the customer through the customer serving apparatus.
    Type: Grant
    Filed: November 12, 2018
    Date of Patent: January 21, 2020
    Assignee: SoftBank Robotics Corp.
    Inventors: Masayoshi Son, Takashi Tsutsui, Kosuke Tomonaga, Kiyoshi Oura
  • Patent number: 10516781
    Abstract: 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, the call record can be processed to originate a SMS text call, where the agent also determines when the call originates. In each embodiment, 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. Once the dialing mode is selected, it may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.
    Type: Grant
    Filed: October 17, 2018
    Date of Patent: December 24, 2019
    Inventors: Karl H. Koster, Jason P. Ouimette
  • Patent number: 10516955
    Abstract: Systems and methods according to one or more embodiments are provided for correcting a current measurement through a speaker in an audio system. In one example, a system for driving a speaker includes an output stage configured to drive a current through the speaker. The system further includes a first and second current sensor coupled to the output stage and configured to measure a positive current including a first measurement error and a negative current including a second measurement error through the speaker, respectively. The system further includes a processing block coupled to the first and second current sensors to receive the measured positive and negative current signals and configured to add a positive offset value to an input of each first and second current sensors, determine the first and second measurement errors, and correct a measured current using the positive and negative currents and the determined first and second measurement errors.
    Type: Grant
    Filed: April 2, 2018
    Date of Patent: December 24, 2019
    Inventors: Dan Shen, Davide Cartasegna, Ketan B. Patel, Lorenzo Crespi
  • Patent number: 10505878
    Abstract: Customer orders and other service related events require multiple operations to fulfill and process. One example may include receiving a request message from a user device, identifying the request message as being a particular message type, pre-processing the request message to identify message content, and forwarding the identified message content to an active user interface. The request may be identified as a service request and processed by multiple entities prior to fulfilling the request(s).
    Type: Grant
    Filed: January 29, 2019
    Date of Patent: December 10, 2019
    Assignee: West Corporation
    Inventors: Raju Iyer, Mark Edwards
  • Patent number: 10498903
    Abstract: 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: Grant
    Filed: July 13, 2018
    Date of Patent: December 3, 2019
    Assignee: Metaswitch Networks Ltd
    Inventors: David Hotham, Richard Underwood, Andrew Robinson Hodges
  • Patent number: 10498778
    Abstract: A conference management system that is capable of managing one or more panels within a teleconference. The conference manager is capable of receiving commands for the purposes of configuring one or more panels and, during a teleconference, activating various panels at various times. In particular, the conference manager is configured to add participants in a teleconference to a panel. The conference manager is also configured to activate a panel, which has the effect of unmuting the audio and video media of the participants previously identified as members of the panel. The conference manager can be further configured to restore the conference to its previous mode, such as a lecture mode in which a lecturer participant is identified as a permanent speaker such that activating and deactivating a panel does not result in the lecturer being muted. Muting treatments other than activating a panel can also be applied to the teleconference.
    Type: Grant
    Filed: May 8, 2018
    Date of Patent: December 3, 2019
    Assignee: Tata Communications (America) Inc.
    Inventors: Stephen K. Lau, James Leo Murtaugh, III, Joseph W. Nocchi, Lee Joseph Wilson
  • Patent number: 10498886
    Abstract: Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.
    Type: Grant
    Filed: May 11, 2018
    Date of Patent: December 3, 2019
    Inventors: Kalpit Patel, Richard J. Walsh, Michael David Snyder
  • Patent number: 10498874
    Abstract: A display apparatus having ability of voice control and method of instructing voice control timing, the method includes following steps of: displaying a view of voice control instruction message; receiving a voice and generating initial voice data; receiving another voice and generating control voice data when determining that the initial voice data is matched with trigger voice data; executing a corresponded control command when the generated control voice data is matched with default voice data; and, stopping displaying the view of voice control instruction message. The user experience can thus be enhanced via instructing the user the timing of inputting voice control.
    Type: Grant
    Filed: October 17, 2017
    Date of Patent: December 3, 2019
    Assignee: CAL-COMP BIG DATA, INC.
    Inventors: Shyh-Yong Shen, Min-Chang Chi, Ching-Sheng Tsai
  • Patent number: 10477022
    Abstract: 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: Grant
    Filed: November 22, 2017
    Date of Patent: November 12, 2019
    Assignee: REPNOW INC.
    Inventors: Alexander Boone, Stanfell Boone, Fredrick Korfin
  • Patent number: 10477027
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for routing a communication in a contact center. Specifically, a treatment is selected for a communication from a plurality of treatments. Here, each treatment includes a plurality of agents to handle communications placed in the treatment and a set of queues in which each queue includes a value range. A determination is made as to whether the communication is using a chaining or non-chaining channel. If the communication is using a chaining channel, then a target agent designated to handle communications placed in the treatment using the chaining channel and corresponding queue are identified based on a value of the communication. If the communication is using a non-chaining channel, then a queue is selected from the set of queues for the treatment based on the value of the communication falling within the value range for the queue.
    Type: Grant
    Filed: May 3, 2019
    Date of Patent: November 12, 2019
    Assignee: Noble Systems Corporation
    Inventor: Michael L. Howard
  • Patent number: 10469974
    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: March 15, 2018
    Date of Patent: November 5, 2019
    Inventor: Philip Scott Lyren
  • Patent number: 10469665
    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 identifies a workflow corresponding to the user intent object. Later, the computing device identifies a service agent capable of completing the workflow. Then, the computing device routes a user to the service agent.
    Type: Grant
    Filed: November 1, 2016
    Date of Patent: November 5, 2019
    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: 10462301
    Abstract: Techniques for call intent notification for establishing a call are described. According to one or more implementations, a user of a first user terminal attempts to establish a call with a second user terminal. Based on determining that the second user terminal and/or a user of the second user terminal is not available to answer the call, a call intent notification is sent to the second user terminal. According to one or more implementations, the call intent notification includes a number that enables the second user terminal to establish a call with the first user terminal.
    Type: Grant
    Filed: July 31, 2018
    Date of Patent: October 29, 2019
    Inventor: Tanel Erm
  • Patent number: 10462302
    Abstract: In a method for executing the forwarding (or other type of routing) of the object of a communication activity (such as a telephone call, SMS, or e-mail), which is sent from a sender (50) to a first data and/or telephone connection (10, 12, 14) on to a second data and/or telephone connection (20, 22, 24), for the second data and/or telephone connection (20, 22, 24), a first person, in particular from the first data and/or telephone connection (10, 12, 14), defines the second data and/or telephone connection (20, 22, 24), a corresponding notification is sent (in particular to the second data and/or telephone connection (20, 22, 24) or otherwise to the related person U2) and then the user U2 is supposed to give an authorization, wherein the valid definition for executing the forwarding/routing is validly defined at the earliest after a first predetermined time period expires and at the latest after a second predetermined time period tmax expires.
    Type: Grant
    Filed: March 8, 2017
    Date of Patent: October 29, 2019
    Assignee: Unify Patente GmbH & Co. LG
    Inventor: Thomas Lederer
  • Patent number: 10462298
    Abstract: Techniques for managing electronic user profiles are presented herein. An example method includes accessing, from a data structure, a user profile. The user profile can include a profile identifier and a plurality of data fields. The method also includes displaying, on a display device, an interactive user interface. The user interface can include a plurality of user interface action elements. Each of the user interface action elements can be associated with a data field in the data structure. Each of the user interface action elements can also be individually selectable by a respective user action to transmit the associated data field to a remote device. In response to receiving a selection of a user interface action element, the method can further include transmitting the associated data field and the profile identifier to a router configured to send, based on the profile identifier, the associated data field to the remote device.
    Type: Grant
    Filed: January 10, 2017
    Date of Patent: October 29, 2019
    Assignee: eBay Inc.
    Inventors: Nikhil Firke, Michael Chan, Ralph Forsythe, Brian Peter Dickson, Todd Ryan Palmer
  • Patent number: 10455191
    Abstract: Systems and methods are disclosed for managing conference calling using a URL assigned to a conference call organizer. One method includes receiving, from a conference call organizer, a request to be placed into a conference call associated with a URL assigned to the organizer; and receiving, from a prospective conference call participant, a request to be placed into the conference call associated with the URL. Another method includes receiving, from a first user, through a web page of a URL assigned to the first user, a first phone number at which the first user can be called; receiving, from a second user, through the web page of the URL, a second phone number at which the second user can be called; and initiating phone calls to the first user at the first number and the second user at the second number.
    Type: Grant
    Filed: July 20, 2016
    Date of Patent: October 22, 2019
    Assignee: LogMeIn, Inc.
    Inventors: John Lawrence Bracken, Daniel Boice
  • Patent number: 10447855
    Abstract: A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
    Type: Grant
    Filed: April 20, 2017
    Date of Patent: October 15, 2019
    Inventor: Steven M. Hoffberg
  • Patent number: 10445744
    Abstract: A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.
    Type: Grant
    Filed: July 21, 2015
    Date of Patent: October 15, 2019
    Assignee: Amazon Technologies, Inc.
    Inventors: Jeremy A. Dashe, Jon R. Jay, Donald L. Kaufman, Yung-Chun Lin, Joseph D. Sullivan
  • Patent number: 10440180
    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: June 7, 2017
    Date of Patent: October 8, 2019
    Assignee: United Services Automobile Association (USAA)
    Inventors: Vijay Jayapalan, Gregory Yarbrough, Bipin Chadha, John McChesney TenEyck, Jr., Eric J. Smith