Patents by Inventor Arvind Gopal

Arvind Gopal 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 for automatic agent assistance based on real-time metrics
    Patent number: 11818290
    Abstract: Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and/or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.
    Type: Grant
    Filed: August 9, 2019
    Date of Patent: November 14, 2023
    Assignee: eGain Communications Corporation
    Inventors: Varsha Thalange, Arvind Gopal
  • System and method for automatic measurement of interactivity score for customer-agent interaction
    Patent number: 11563851
    Abstract: Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and/or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.
    Type: Grant
    Filed: August 9, 2019
    Date of Patent: January 24, 2023
    Assignee: eGain Corporation
    Inventors: Varsha Thalange, Arvind Gopal
  • SYSTEM AND METHOD FOR AUTOMATIC MEASUREMENT OF INTERACTIVITY SCORE FOR CUSTOMER-AGENT INTERACTION
    Publication number: 20210044699
    Abstract: Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and/or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.
    Type: Application
    Filed: August 9, 2019
    Publication date: February 11, 2021
    Applicant: eGain Communications Corporation
    Inventors: Varsha Thalange, Arvind Gopal
  • SYSTEM AND METHOD FOR AUTOMATIC AGENT ASSISTANCE BASED ON REAL-TIME METRICS
    Publication number: 20210044698
    Abstract: Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and/or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.
    Type: Application
    Filed: August 9, 2019
    Publication date: February 11, 2021
    Applicant: eGain Communications Corporation
    Inventors: Varsha Thalange, Arvind Gopal