Patents by Inventor Aaron Lepold

Aaron Lepold has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • System and method to improve self-service experience and optimize contact center resources
    Patent number: 9473632
    Abstract: System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.
    Type: Grant
    Filed: August 27, 2014
    Date of Patent: October 18, 2016
    Assignee: Avaya Inc.
    Inventors: Yolanda Schwartz, Shmuel Shaffer, Michael Krack, Aaron Lepold
  • SYSTEM AND METHOD TO IMPROVE SELF-SERVICE EXPERIENCE AND OPTIMIZE CONTACT CENTER RESOURCES
    Publication number: 20160065738
    Abstract: System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.
    Type: Application
    Filed: August 27, 2014
    Publication date: March 3, 2016
    Inventors: Yolanda Schwartz, Shmuel Shaffer, Michael Krack, Aaron Lepold