Patents by Inventor Ahmed Tewfik Bouzid

Ahmed Tewfik Bouzid 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).

  • Patent number: 10666804
    Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.
    Type: Grant
    Filed: May 1, 2018
    Date of Patent: May 26, 2020
    Inventors: Ahmed Tewfik Bouzid, Pawel Harasimiuk, Aaron Wellman, Praphul Kumar, Herbert Willi Artur Ristock
  • Patent number: 10581773
    Abstract: A user is prompted to select a social site for generating a voice enabled social artifact. A user selection of the social site is received. Responsive to receiving the user selection, information associated with an account of the user on the social site is obtained. The user is prompted to select a social artifact associated with the social site for voice enablement. A user selection of the social artifact is received. The selected social artifact is configured for voice enablement. The selected social artifact is displayed on the social site with an indication that the selected social artifact is voice enabled.
    Type: Grant
    Filed: February 14, 2018
    Date of Patent: March 3, 2020
    Inventors: Ahmed Tewfik Bouzid, David James Rennyson, Michael Jerry Saylor
  • Patent number: 10447854
    Abstract: A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.
    Type: Grant
    Filed: February 21, 2017
    Date of Patent: October 15, 2019
    Inventors: Ahmed Tewfik Bouzid, Prakash Bhagwan Durgani, Lei Huang, Charles Qichi Lu, Rong Ma, Vadim Snitkovsky
  • Patent number: 10382626
    Abstract: A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.
    Type: Grant
    Filed: January 8, 2018
    Date of Patent: August 13, 2019
    Inventors: Praphul Kumar, Aaron Wellman, Ahmed Tewfik Bouzid
  • Patent number: 10368211
    Abstract: Usage data associated with a user of a telephonic device is accessed by a remote learning engine. A service or a product that is likely to be of interest to the user is identified by the remote learning engine based on the accessed usage data. A recommended voice bundle application for the user is determined by the remote learning engine based on the accessed usage data, the recommended voice bundle application being a voice application that, when executed by the telephonic device, results in a simulated multi-step spoken conversation between the telephonic device and the user to enable the user to receive the identified service or the identified product. A recommendation associated with the recommended voice bundle application is transmitted from the remote learning engine to the telephonic device. The recommendation is presented by the telephonic device to the user through voice communications.
    Type: Grant
    Filed: October 12, 2015
    Date of Patent: July 30, 2019
    Inventors: Ahmed Tewfik Bouzid, Prasanna Sajeewa Naleen Perera, David James Rennyson, Michael Jerry Saylor, Ashwini Swaroop Reddy Dulam, Jonathan Hotz
  • Patent number: 10129720
    Abstract: A graphical user interface (GUI) on a display of an electronic device visually presents to a user a group of voice bundles that are available for use on the electronic device. Each voice bundle includes a software application for performing a call flow that includes a sequence of prompt instructions and grammar instructions executable to result in a simulated multi-step spoken interaction between the electronic device and the user. An input is received from the user entered through the GUI indicating a selection of a voice bundle from the group of voice bundles. In response to the input, a remote server is identified that stores the selected voice bundle. Network communications is established between the electronic device and the remote server. The selected voice bundle is located on the remote server. A copy of the selected voice bundle is downloaded from the remote server onto the electronic device.
    Type: Grant
    Filed: December 31, 2012
    Date of Patent: November 13, 2018
    Inventors: Ahmed Tewfik Bouzid, Vadim Snitkovsky, Michael Ahnemann, Ashwini Swaroop Reddy Dulam, Prasanna Sajeewa Naleen Perera, Brandon Alan Phillips, Paresh Popli, Rajesh Ramchander, David James Rennyson, Briam Rodriguez, Michael Jerry Saylor
  • Patent number: 10084912
    Abstract: A request is received from a user of a telephonic device to invoke an application on the telephonic device. A form is displayed to the user using the application. Information input into the form is received by the application along with an indication to submit the form information with a service request to a call handling system. A data communications session between the telephonic device and an application server of the call handling system is established using the application. The form information is provided to the application server. A telephone number of the telephonic device is identified from the form information using which a voice communications session is established with the telephonic device from an interactive voice response system of the call handling system. Voice information is exchanged with the user and text, image or video information is communicated to the user via the voice and data communications sessions respectively.
    Type: Grant
    Filed: July 10, 2015
    Date of Patent: September 25, 2018
    Inventors: Michael Jerry Saylor, Ahmed Tewfik Bouzid, Prakash Bhagwan Durgani, David James Rennyson, Prasanna Sajeewa Naleen Perera
  • Publication number: 20180249012
    Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.
    Type: Application
    Filed: May 1, 2018
    Publication date: August 30, 2018
    Inventors: Ahmed Tewfik Bouzid, Pawel Harasimiuk, Aaron Wellman, Praphul Kumar, Herbert Willi Artur Ristock
  • Patent number: 10051131
    Abstract: Multi-modal interaction with a telephonic device using a call handling system is enabled by receiving a call at an interactive voice response (IVR) system of the call handling system, the call being received from a telephonic device of a caller. A voice communications session between the IVR and the telephonic device is established in response to the call. Whether the telephonic device is capable of processing multi-modal communications is determined. Based on determining that the telephonic device is not capable of processing multi-modal communications, the IVR is enabled to access and audibly deliver voice page content to the caller via the voice communications session. Alternatively, based on determining that the telephonic device is capable of processing multi-modal communications, the call handling system is configured to exchange multi-modal communications with the telephonic device during the call.
    Type: Grant
    Filed: October 14, 2016
    Date of Patent: August 14, 2018
    Inventors: Michael Jerry Saylor, Ahmed Tewfik Bouzid, Prakash Bhagwan Durgani, David James Rennyson, Prasanna Sajeewa Naleen Perera
  • Patent number: 10015315
    Abstract: Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.
    Type: Grant
    Filed: February 13, 2017
    Date of Patent: July 3, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Praphul Kumar, Yochai Konig, Ahmed Tewfik Bouzid, Ashish Thakkar, Leon Vymenets
  • Patent number: 10009463
    Abstract: A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel.
    Type: Grant
    Filed: October 10, 2016
    Date of Patent: June 26, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Ahmed Tewfik Bouzid, Praphul Kumar, Michael T. Mateer, David James Rennyson
  • Publication number: 20180176162
    Abstract: A user is prompted to select a social site for generating a voice enabled social artifact. A user selection of the social site is received. Responsive to receiving the user selection, information associated with an account of the user on the social site is obtained. The user is prompted to select a social artifact associated with the social site for voice enablement. A user selection of the social artifact is received. The selected social artifact is configured for voice enablement. The selected social artifact is displayed on the social site with an indication that the selected social artifact is voice enabled.
    Type: Application
    Filed: February 14, 2018
    Publication date: June 21, 2018
    Inventors: Ahmed Tewfik Bouzid, David James Rennyson, Michael Jerry Saylor
  • Patent number: 10003690
    Abstract: A call is received at an interactive voice response (IVR) system. A voice communications session is established between the IVR system and the telephonic device. A request from the IVR system to allocate a speech resource for processing voice data of the voice communications session is received by a dynamic speech allocation (DSA) engine. Configuration data associated with a current state of the voice communications session is accessed by the DSA engine. Dynamic characteristics associated with the caller are accessed by the DSA engine. A speech resource from among multiple speech resources is selected by the DSA engine based on the current state and the dynamic characteristics. The selected speech resource is allocated to the voice communications session by enabling the IVR system to use the selected speech resource to process voice data received from the caller during the current state of the voice communications session.
    Type: Grant
    Filed: March 21, 2014
    Date of Patent: June 19, 2018
    Assignee: GENESYS, TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Ahmed Tewfik Bouzid, Michael T. Mateer, Dmitry Sityaev
  • Patent number: 9992341
    Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.
    Type: Grant
    Filed: December 31, 2014
    Date of Patent: June 5, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Ahmed Tewfik Bouzid, Pawel Harasimiuk, Aaron Wellman, Praphul Kumar, Herbert Willi Artur Ristock
  • Publication number: 20180152560
    Abstract: A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.
    Type: Application
    Filed: January 8, 2018
    Publication date: May 31, 2018
    Inventors: Praphul Kumar, Aaron Wellman, Ahmed Tewfik Bouzid
  • Patent number: 9929987
    Abstract: A user is prompted to select a social site for generating a voice enabled social artifact. A user selection of the social site is received. Responsive to receiving the user selection, information associated with an account of the user on the social site is obtained. The user is prompted to select a social artifact associated with the social site for voice enablement. A user selection of the social artifact is received. The selected social artifact is configured for voice enablement. The selected social artifact is displayed on the social site with an indication that the selected social artifact is voice enabled.
    Type: Grant
    Filed: July 2, 2012
    Date of Patent: March 27, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Ahmed Tewfik Bouzid, David James Rennyson, Michael Jerry Saylor
  • Patent number: 9866692
    Abstract: A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.
    Type: Grant
    Filed: February 13, 2017
    Date of Patent: January 9, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Praphul Kumar, Aaron Wellman, Ahmed Tewfik Bouzid
  • Patent number: 9706050
    Abstract: A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.
    Type: Grant
    Filed: April 8, 2016
    Date of Patent: July 11, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Praphul Kumar, Aaron Wellman, Ahmed Tewfik Bouzid
  • Publication number: 20170163804
    Abstract: A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.
    Type: Application
    Filed: February 21, 2017
    Publication date: June 8, 2017
    Inventors: Ahmed Tewfik Bouzid, Prakash Bhagwan Durgani, Lei Huang, Charles Qichi Lu, Rong Ma, Vadim Snitkovsky
  • Publication number: 20170163807
    Abstract: A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.
    Type: Application
    Filed: February 13, 2017
    Publication date: June 8, 2017
    Inventors: Praphul Kumar, Aaron Wellman, Ahmed Tewfik Bouzid