Patents by Inventor Akbar Riahi
Akbar Riahi 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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Patent number: 10498896Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.Type: GrantFiled: February 15, 2018Date of Patent: December 3, 2019Inventors: Herbert W. A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
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Patent number: 10171659Abstract: A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile database stored on the storage device, and a customer emotion and mood detection module configured to detect emotions and moods of the customer during an interaction between the customer and the contact center. The intelligent automated agent is configured to run on the processor, take part in the interaction between the customer and the contact center, adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction, and update the accessed profile on the storage device to reflect the interaction.Type: GrantFiled: March 12, 2015Date of Patent: January 1, 2019Inventors: Akbar Riahi, Herbert Willi Artur Ristock
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Publication number: 20180176382Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.Type: ApplicationFiled: February 15, 2018Publication date: June 21, 2018Inventors: Herbert W.A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
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Patent number: 9900437Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.Type: GrantFiled: May 12, 2017Date of Patent: February 20, 2018Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Herbert W. A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
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Publication number: 20170251107Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.Type: ApplicationFiled: May 12, 2017Publication date: August 31, 2017Inventors: Herbert W.A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
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Patent number: 9654637Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.Type: GrantFiled: August 27, 2014Date of Patent: May 16, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Herbert W. A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
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Patent number: 9648167Abstract: A back office services of an intelligent automated agent for a contact center is provided. The back office services is configured to run on a processor coupled to a non-transitory storage device. The back office services includes: a customer profile module configured to access a profile of a customer from a customer profile database stored on the storage device, the profile of the customer including interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center; and a content analysis module configured to generate new analysis results by performing the analyzing of the interaction data between consecutive interactions of the interactions involving the customer and the contact center, and update the analysis results of the profile of the customer on the storage device to reflect the new analysis results.Type: GrantFiled: May 5, 2014Date of Patent: May 9, 2017Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Akbar Riahi, Herbert Willi Artur Ristock
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Publication number: 20170006161Abstract: A system for handling customer interactions with a contact center for an enterprise includes an intelligent automated agent that includes a processor, a non-transitory storage device configured to store customer profile data, and a memory. The memory has instructions stored thereon that, when executed by the processor, causes the processor to: run an artificial intelligence engine configured to learn knowledge about a customer from past interactions between the contact center and the customer, and to apply the learned knowledge to future interactions; and maintain the customer profile data on the storage device. The maintaining of the customer profile data includes retrieving the customer profile data at a beginning of a new interaction, using the retrieved customer profile data to decide how to handle the new interaction, and updating the customer profile data after completion of the new interaction to reflect the new interaction as one of the past interactions.Type: ApplicationFiled: April 19, 2013Publication date: January 5, 2017Inventors: Akbar Riahi, Herbert Willi Artur Ristock
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Patent number: 9386152Abstract: A system for a contact center includes: a processor; an interactive voice response (IVR) node configured to engage in an incoming interaction from a customer to the contact center by presenting set scripts to the customer and receiving corresponding responses; an intelligent automated agent including an artificial intelligence engine; a call server node configured to route the interaction and the responses to one of a pool of live agents or to the automated agent; and a non-transitory storage device coupled to the processor and configured to store customer profile data built from previous interactions. The automated agent is further configured to retrieve a profile of the customer from the customer profile data during the interaction and to update the retrieved profile on the storage device to reflect the interaction. The artificial intelligence engine is configured to learn knowledge from the interaction and to apply the learned knowledge to future interactions.Type: GrantFiled: April 19, 2013Date of Patent: July 5, 2016Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Akbar Riahi, Herbert Willi Artur Ristock
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Publication number: 20160065741Abstract: A system and method for interacting with a contact center system. A processor in the apparatus transmits, over a data channel to the contact center system, a message relating to a product a service. The processor receives, from the contact center system, identification of first and second agents with skills for handling inquiries relating to the product or service. The processor receives, from the contact center system, availability of the first and second agents for engaging in an interaction. In response to receipt of the identification of the first and second agents, the processor retrieves ratings for the first and second agents, where the rating of the first agent is higher than the rating of the second agent. The processor launches an interaction with the first agent.Type: ApplicationFiled: August 27, 2014Publication date: March 3, 2016Inventors: Vladimir Mezhibovsky, Herbert Willi Artur Ristock, Merijn te Booij, Akbar Riahi
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Publication number: 20160065740Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.Type: ApplicationFiled: August 27, 2014Publication date: March 3, 2016Inventors: Herbert W.A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
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Publication number: 20150189085Abstract: A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile database stored on the storage device, and a customer emotion and mood detection module configured to detect emotions and moods of the customer during an interaction between the customer and the contact center. The intelligent automated agent is configured to run on the processor, take part in the interaction between the customer and the contact center, adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction, and update the accessed profile on the storage device to reflect the interaction.Type: ApplicationFiled: March 12, 2015Publication date: July 2, 2015Inventors: AKBAR RIAHI, Herbert Willi Artur RISTOCK
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Patent number: 9008283Abstract: A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile database stored on the storage device, and a customer emotion and mood detection module configured to detect emotions and moods of the customer during an interaction between the customer and the contact center. The intelligent automated agent is configured to run on the processor, take part in the interaction between the customer and the contact center, adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction, and update the accessed profile on the storage device to reflect the interaction.Type: GrantFiled: April 19, 2013Date of Patent: April 14, 2015Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Akbar Riahi, Herbert Willi Artur Ristock
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Publication number: 20140314225Abstract: A system for handling customer interactions with a contact center for an enterprise includes an intelligent automated agent that includes a processor, a non-transitory storage device configured to store customer profile data, and a memory. The memory has instructions stored thereon that, when executed by the processor, causes the processor to: run an artificial intelligence engine configured to learn knowledge about a customer from past interactions between the contact center and the customer, and to apply the learned knowledge to future interactions; and maintain the customer profile data on the storage device. The maintaining of the customer profile data includes retrieving the customer profile data at a beginning of a new interaction, using the retrieved customer profile data to decide how to handle the new interaction, and updating the customer profile data after completion of the new interaction to reflect the new interaction as one of the past interactions.Type: ApplicationFiled: April 19, 2013Publication date: October 23, 2014Inventors: Akbar Riahi, Herbert Willi Artur Ristock
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Publication number: 20140270146Abstract: A back office services of an intelligent automated agent for a contact center is provided. The back office services is configured to run on a processor coupled to a non-transitory storage device. The back office services includes: a customer profile module configured to access a profile of a customer from a customer profile database stored on the storage device, the profile of the customer including interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center; and a content analysis module configured to generate new analysis results by performing the analyzing of the interaction data between consecutive interactions of the interactions involving the customer and the contact center, and update the analysis results of the profile of the customer on the storage device to reflect the new analysis results.Type: ApplicationFiled: May 5, 2014Publication date: September 18, 2014Applicant: Genesys Telecommunications Laboratories, Inc.Inventors: Akbar Riahi, Herbert Willi Artur Ristock
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Publication number: 20140270108Abstract: A system for a contact center includes: a processor; an interactive voice response (IVR) node configured to engage in an incoming interaction from a customer to the contact center by presenting set scripts to the customer and receiving corresponding responses; an intelligent automated agent including an artificial intelligence engine; a call server node configured to route the interaction and the responses to one of a pool of live agents or to the automated agent; and a non-transitory storage device coupled to the processor and configured to store customer profile data built from previous interactions. The automated agent is further configured to retrieve a profile of the customer from the customer profile data during the interaction and to update the retrieved profile on the storage device to reflect the interaction. The artificial intelligence engine is configured to learn knowledge from the interaction and to apply the learned knowledge to future interactions.Type: ApplicationFiled: April 19, 2013Publication date: September 18, 2014Inventors: Akbar Riahi, Herbert Willi Artur Ristock
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Publication number: 20140270109Abstract: A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile database stored on the storage device, and a customer emotion and mood detection module configured to detect emotions and moods of the customer during an interaction between the customer and the contact center. The intelligent automated agent is configured to run on the processor, take part in the interaction between the customer and the contact center, adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction, and update the accessed profile on the storage device to reflect the interaction.Type: ApplicationFiled: April 19, 2013Publication date: September 18, 2014Inventors: Akbar Riahi, Herbert Willi Artur Ristock
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Patent number: 8767948Abstract: A back office services of an intelligent automated agent for a contact center is provided. The back office services is configured to run on a processor coupled to a non-transitory storage device. The back office services includes: a customer profile module configured to access a profile of a customer from a customer profile database stored on the storage device, the profile of the customer including interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center; and a content analysis module configured to generate new analysis results by performing the analyzing of the interaction data between consecutive interactions of the interactions involving the customer and the contact center, and update the analysis results of the profile of the customer on the storage device to reflect the new analysis results.Type: GrantFiled: April 19, 2013Date of Patent: July 1, 2014Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Akbar Riahi, Herbert Willi Artur Ristock
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Patent number: 6636503Abstract: A system (10) and method for accessing software applications residing on a telecommunications switch (12) is provided. The system (10) includes a communication server (14) that acts as a gateway between the switch (12) and remote clients (22, 26, 32). The client-server architecture of the system (10) permits concurrent connectivity and off-loads much of the processing demand from the switch (12) to the server (14) and/or clients (22, 26, 32). In addition, the communication server (14) can include a HTTP server (52) that allows a remote client to access switch applications using a conventional web browser.Type: GrantFiled: October 6, 1998Date of Patent: October 21, 2003Assignee: Siemens Information & Communication Networks, Inc.Inventors: Mortaza Ghassab Shiran, Akbar Riahi