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).
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Publication number: 20170155766Abstract: 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: ApplicationFiled: February 13, 2017Publication date: June 1, 2017Inventors: Praphul Kumar, Yochai Konig, Ahmed Tewfik Bouzid, Ashish Thakkar, Leon Vymenets
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Publication number: 20170118349Abstract: 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: ApplicationFiled: October 14, 2016Publication date: April 27, 2017Inventors: Michael Jerry Saylor, Ahmed Tewfik Bouzid, Prakash Bhagwan Durgani, David James Rennyson, Prasanna Sajeewa Naleen Perera
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Publication number: 20170118338Abstract: 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: ApplicationFiled: October 10, 2016Publication date: April 27, 2017Inventors: Ahmed Tewfik Bouzid, Praphul Kumar, Michael T. Mateer, David James Rennyson
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Patent number: 9622059Abstract: Usage data associated with a user of a telephonic device is accessed by a remote learning engine. A service or a product is identified by the remote learning engine based on the accessed usage data. A recommended voice bundle application is determined by the remote learning engine. A recommendation associated with the recommended voice bundle application is transmitted to the telephonic device. The recommendation is presented to the user through voice communications. One or more input parameters associated with the recommended voice bundle application is collected by the telephonic device. The user through voice communications has accepted the recommendation determining is determined. In response to determining that the user has accepted the recommendation, the one or more input parameters to the recommended voice bundle application are loaded by the telephonic device, and the recommended voice bundle application is executed by the telephonic device.Type: GrantFiled: January 27, 2015Date of Patent: April 11, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Ahmed Tewfik Bouzid, David James Rennyson, Michael Jerry Saylor, Ashwini Swaroop Reddy Dulam, Jonathan Hotz
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Patent number: 9578170Abstract: 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: GrantFiled: August 3, 2015Date of Patent: February 21, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Ahmed Tewfik Bouzid, Prakash Bhagwan Durgani, Lei Huang, Charles Qichi Lu, Rong Ma, Vadim Snitkovsky
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Patent number: 9571646Abstract: 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: GrantFiled: September 28, 2015Date of Patent: February 14, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Praphul Kumar, Aaron Wellman, Ahmed Tewfik Bouzid
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Patent number: 9571636Abstract: 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: GrantFiled: December 31, 2014Date of Patent: February 14, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Praphul Kumar, Yochai Konig, Ahmed Tewfik Bouzid, Ashish Thakkar, Leon Vymenets
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Patent number: 9479640Abstract: 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: GrantFiled: February 3, 2014Date of Patent: October 25, 2016Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Michael Jerry Saylor, Ahmed Tewfik Bouzid, Prakash Bhagwan Durgani, David James Rennyson, Prasanna Sajeewa Naleen Perera
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Patent number: 9468040Abstract: 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: GrantFiled: August 6, 2014Date of Patent: October 11, 2016Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Ahmed Tewfik Bouzid, Praphul Kumar, Michael T. Mateer, David James Rennyson
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Publication number: 20160227035Abstract: 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: ApplicationFiled: April 8, 2016Publication date: August 4, 2016Inventors: Praphul Kumar, Aaron Wellman, Ahmed Tewfik Bouzid
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Publication number: 20160191705Abstract: 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: ApplicationFiled: December 31, 2014Publication date: June 30, 2016Inventors: Praphul Kumar, Yochai Konig, Ahmed Tewfik Bouzid, Ashish Thakkar, Leon Vymenets
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Publication number: 20160191712Abstract: 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: ApplicationFiled: December 31, 2014Publication date: June 30, 2016Inventors: Ahmed Tewfik Bouzid, Pawel Harasimiuk, Aaron Wellman, Praphul Kumar, Herbert Willi Artur Ristock
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Publication number: 20160135025Abstract: 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: ApplicationFiled: October 12, 2015Publication date: May 12, 2016Inventors: Ahmed Tewfik Bouzid, Prasanna Sajeewa Naleen Perera, David James Rennyson, Michael Jerry Saylor, Ashwini Swaroop Reddy Dulam, Jonathan Hotz
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Patent number: 9313332Abstract: 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: GrantFiled: October 11, 2013Date of Patent: April 12, 2016Assignee: ANGEL.COM INCORPORATEDInventors: Praphul Kumar, Aaron Wellman, Ahmed Tewfik Bouzid
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Publication number: 20160021250Abstract: 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: ApplicationFiled: September 28, 2015Publication date: January 21, 2016Inventors: Praphul Kumar, Aaron Wellman, Ahmed Tewfik Bouzid
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Publication number: 20150341495Abstract: 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: ApplicationFiled: August 3, 2015Publication date: November 26, 2015Inventors: Ahmed Tewfik Bouzid, Prakash Bhagwan Durgani, Lei Huang, Charles Qichi Lu, Rong Ma, Vadim Snitkovsky
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Publication number: 20150319303Abstract: 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: ApplicationFiled: July 10, 2015Publication date: November 5, 2015Inventors: Michael Jerry Saylor, Ahmed Tewfik Bouzid, Prakash Bhagwan Durgani, David James Rennyson, Prasanna Sajeewa Naleen Perera
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Patent number: 9160844Abstract: 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: GrantFiled: December 31, 2012Date of Patent: October 13, 2015Assignee: ANGEL.COM INCORPORATEDInventors: Ahmed Tewfik Bouzid, Prasanna Sajeewa Naleen Perera, David James Rennyson, Michael Jerry Saylor, Ashwini Swaroop Reddy Dulam, Jonathan Hotz
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Patent number: 9148512Abstract: 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: GrantFiled: October 11, 2013Date of Patent: September 29, 2015Assignee: ANGEL.COM INCORPORATEDInventors: Praphul Kumar, Aaron Wellman, Ahmed Tewfik Bouzid
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Patent number: 9100479Abstract: 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: GrantFiled: March 12, 2012Date of Patent: August 4, 2015Assignee: ANGEL.COM INCORPORATEDInventors: Ahmed Tewfik Bouzid, Prakash Bhagwan Durgani, Lei Huang, Charles Qichi Lu, Rong Ma, Vadim Snitkovsky