Patents by Inventor Amy Hicks
Amy Hicks 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: 9239660Abstract: A method for communicating over a network includes transmitting, by an application server to a remote user computing device, a predefined interface in response to a contact request by the remote user, the predefined interface being customized by the application server based on specified conditions. The method also includes analyzing, by an analysis server in communication with the application server by a communication link different from the network, a natural language inquiry from the remote user based on the type of remote user language of the contact request. The method further includes transmitting, by the application server to the remote user computing device, a customized interface, which includes a customized plurality of communications options for the remote user to route subsequent communications, and customized content based on a context of the natural language inquiry.Type: GrantFiled: March 12, 2013Date of Patent: January 19, 2016Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.Inventors: George Dante M. Pineda, David Findley, Amy Hicks, Youngmei Jia, Stephen Dulaney, George W Krauss, Laura R Pszczolkowski, David L Howell
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Publication number: 20130263010Abstract: A method for communicating over a network includes transmitting, by an application server to a remote user computing device, a predefined interface in response to a contact request by the remote user, the predefined interface being customized by the application server based on specified conditions. The method also includes analyzing, by an analysis server in communication with the application server by a communication link different from the network, a natural language inquiry from the remote user based on the type of remote user language of the contact request. The method further includes transmitting, by the application server to the remote user computing device, a customized interface, which includes a customized plurality of communications options for the remote user to route subsequent communications, and customized content based on a context of the natural language inquiry.Type: ApplicationFiled: March 12, 2013Publication date: October 3, 2013Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.Inventors: George Dante M PINEDA, David FINDLEY, Amy HICKS, Youngmei JIA, Stephen DULANEY, George W KRAUSS, Laura R PSZCZOLKOWSKI, David L HOWELL
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Patent number: 8417509Abstract: A predefined interface is presented to a remote user. A natural language inquiry from the remote user is received via the predefined interface. The natural language inquiry is configured for use in an analysis. A customized interface is presented to the remote user based on the analysis of the natural language inquiry. The customized interface includes a customized set of communications options for the remote user to route communications.Type: GrantFiled: June 12, 2007Date of Patent: April 9, 2013Assignee: AT&T Intellectual Property I, L.P.Inventors: George Dante M. Pineda, David L. Howell, Laura R. Pszczolkowski, David Findley, Stephen Dulaney, Amy Hicks, Yongmei Jia, George W. Krauss
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Patent number: 8145646Abstract: A method includes receiving, at a message processing system that includes a processor and a memory, a message from an originator. The message includes content related to a particular service of a plurality of services. The method includes selecting a set of potential responses to the message at the message processing system based on the particular service. The method also includes retrieving account information related to the originator of the message at the message processing system. The method further includes filtering the set of potential responses at the message processing system to provide a filtered set of responses. The set of potential responses is filtered based on the account information. When a first response has a confidence level that exceeds a threshold confidence level, the method includes sending the first response from the message processing system to the originator of the message without sending the filtered set of responses to an agent.Type: GrantFiled: May 28, 2010Date of Patent: March 27, 2012Assignee: AT&T Intellectual Property I, L.P.Inventors: David Norman Findley, Karthik Kannan, Srinivas Cherukuri, Robert Meyer, Amy Hicks, Benjamin E. Droney, Ying Ma
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Publication number: 20100241636Abstract: A method includes receiving, at a message processing system that includes a processor and a memory, a message from an originator. The message includes content related to a particular service of a plurality of services. The method includes selecting a set of potential responses to the message at the message processing system based on the particular service. The method also includes retrieving account information related to the originator of the message at the message processing system. The method further includes filtering the set of potential responses at the message processing system to provide a filtered set of responses. The set of potential responses is filtered based on the account information. When a first response has a confidence level that exceeds a threshold confidence level, the method includes sending the first response from the message processing system to the originator of the message without sending the filtered set of responses to an agent.Type: ApplicationFiled: May 28, 2010Publication date: September 23, 2010Applicant: AT&T Intellectual Property I, L.P.Inventors: David Norman Findley, Karthik Kannan, Srinivas Cherukuri, Robert Meyer, Amy Hicks, Benjamin E. Droney, Ying Ma
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Patent number: 7756878Abstract: A system and method for processing e-mail is provided wherein an e-mail is received from an originator or a customer, a routing destination is determined and responses to the e-mail are retrieved from a library based on the selected routing destination. Customer data is then accessed and the responses are filtered based on customer information that is extrinsic to the e-mail. An agent can select a response from the list of filtered responses and the selected response can be sent to the originator.Type: GrantFiled: March 31, 2005Date of Patent: July 13, 2010Assignee: AT&T Intellectual Property I, L.P.Inventors: David Norman Findley, Karthik Kannan, Srinivas Cherukuri, Robert Meyer, Amy Hicks, Benjamin E. Droney, Ying Ma
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Publication number: 20080312903Abstract: A predefined interface is presented to a remote user. A natural language inquiry from the remote user is received via the predefined interface. The natural language inquiry is configured for use in an analysis. A customized interface is presented to the remote user based on the analysis of the natural language inquiry. The customized interface includes a customized set of communications options for the remote user to route communications.Type: ApplicationFiled: June 12, 2007Publication date: December 18, 2008Applicant: AT & T KNOWLEDGE VENTURES, L.P.Inventors: George Dante M PINEDA, David L HOWELL, Laura R PSZCZOLKOWSKI, David FINDLEY, Stephen DULANEY, Amy HICKS, Yongmei JIA, George W. KRAUSS
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Publication number: 20060224621Abstract: A system and method for processing e-mail is provided wherein an e-mail is received from an originator or a customer, a routing destination is determined and responses to the e-mail are retrieved from a library based on the selected routing destination. Customer data is then accessed and the responses are filtered based on customer information that is extrinsic to the e-mail. An agent can select a response from the list of filtered responses and the selected response can be sent to the originator.Type: ApplicationFiled: March 31, 2005Publication date: October 5, 2006Applicant: SBC Knowledge Ventures, L.P.Inventors: David Findley, Karthik Kannan, Srinivas Cherukuri, Robert Meyer, Amy Hicks, Benjamin Droney, Ying Ma