Patents by Inventor Brian R. Galvin

Brian R. Galvin 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).

  • Publication number: 20210176286
    Abstract: A system for integrated virtual assistant and contact center end-to-end functionality, which allows users to use their personal virtual assistant (such as SIRI, Amazon Alexa, Google Assistant, Cortana, and others) to extend functionality and communicate with other VA's and with contact centers through an interface, for services and functionality to be improved and automated.
    Type: Application
    Filed: February 22, 2021
    Publication date: June 10, 2021
    Inventors: Ashley Unitt, Brian R. Galvin
  • Patent number: 10931724
    Abstract: A system for virtual assistant facilitated contact center communications, wherein a virtual assistant at a contact center is used to communicate with a virtual assistant operating on a user device, thereby automating and improving contact center to customer communications. When a service request is received at a virtual assistant at the contact center from a virtual assistant operating on a user device, the virtual assistant at the contact center exchanges messages with one or more internal systems at the contact center to obtain relevant information. If any of the internal systems identifies missing information, the virtual assistant at the contact center queries the virtual assistant on the user device for the missing information.
    Type: Grant
    Filed: January 22, 2018
    Date of Patent: February 23, 2021
    Assignee: NEWVOICEMEDIA LTD.
    Inventors: Ashley Unitt, Brian R. Galvin
  • Publication number: 20190028587
    Abstract: A system for integrated virtual assistant and contact center end-to-end functionality, which allows users to use their personal virtual assistant (such as SIRI, Amazon Alexa, Google Assistant, Cortana, and others) to extend functionality and communicate with other VA's and with contact centers through an interface, for services and functionality to be improved and automated.
    Type: Application
    Filed: January 22, 2018
    Publication date: January 24, 2019
    Inventors: Ashley Unitt, Brian R. Galvin
  • Patent number: 9654633
    Abstract: A system for optimized routing of interactions, comprising media servers, a statistics server, a routing database, and a routing server. Upon receiving or initiating an interaction, a media server sends a route request message to the routing server, the statistics server receives event notifications from the media servers and computes one or more statistics, and the routing server executes, using statistical data from the statistics server and data from the routing database, a routing script comprising a constraint-based optimization process in response to the route request message.
    Type: Grant
    Filed: May 10, 2016
    Date of Patent: May 16, 2017
    Assignee: NewVoiceMedia, Ltd.
    Inventors: Alan McCord, Brian R Galvin
  • Publication number: 20160255199
    Abstract: A system for optimized routing of interactions, comprising media servers, a statistics server, a routing database, and a routing server. Upon receiving or initiating an interaction, a media server sends a route request message to the routing server, the statistics server receives event notifications from the media servers and computes one or more statistics, and the routing server executes, using statistical data from the statistics server and data from the routing database, a routing script comprising a constraint-based optimization process in response to the route request message.
    Type: Application
    Filed: May 10, 2016
    Publication date: September 1, 2016
    Inventors: Alan McCord, Brian R Galvin
  • Publication number: 20130191185
    Abstract: A system for conducting real-time and historical analysis of complex customer care processes, comprising an event collector software module, a complex event processing software module adapted to receive events from the event collector software module, a distributed data storage layer, a business analytics software module adapted to receive and process data from the distributed data storage layer, a distributed configuration software module, and a user interface software module adapted to receive analytics results from the business analytics software module. Upon receiving an event from an event source, the event collector software module at least converts the event into a standard event data format suitable for use by the complex event processing software module and extracts or masks sensitive data from the event based on privacy rules maintained by the distributed configuration software module.
    Type: Application
    Filed: January 24, 2012
    Publication date: July 25, 2013
    Inventor: Brian R. Galvin
  • Patent number: 8463939
    Abstract: A system for optimized and distributed routing of interactions, comprising a plurality of media servers operating adapted to handle interactions of one or more specific media types, a statistics server, a routing database, and a routing server. Upon receiving or initiating an interaction of a specific media type, a first media server from the media servers sends a route request message comprising at least an interaction identifier and a collection of interaction-specific data to the routing server, the statistics server receives event notifications from the media servers and computes one or more statistics, and the routing server executes, using statistical data from the statistics server and data from the routing database, a routing script in response to the route request message and sends a response to the first media server directing it to route the interaction to a specific target resource.
    Type: Grant
    Filed: July 16, 2012
    Date of Patent: June 11, 2013
    Inventor: Brian R. Galvin
  • Patent number: 8386639
    Abstract: A system for optimized and distributed resource management, comprising a plurality of media servers, a statistics server, a historical statistics database, a forecasting engine, a scheduling engine, and an activity manager. The forecasting engine generates a forecast of estimated volume of imperative demand and determines a required volume of contingent demand to be handled based on managing a backlog of contingent demand. The scheduling engine generates a schedule that provides an adequate number of resources to handle the forecasted imperative demand and to handle the required volume of contingent demand over an aggregated time. The activity manager monitors statistical data, compares actual staffing and imperative demand to scheduled staffing and forecasted imperative demand, and determines activity switches needed to reallocate available resources, the activity switches only occurring switched after a configured minimum activity switching time.
    Type: Grant
    Filed: August 31, 2012
    Date of Patent: February 26, 2013
    Assignee: New Voice Media Limited
    Inventor: Brian R. Galvin
  • Publication number: 20110040666
    Abstract: A dynamic pricing system for complex energy securities, comprising a communications interface executing on a network-connected server and adapted to receive information from a plurality of iNodes, an event database coupled to the communications interface and adapted to receive events from a plurality of iNodes via the communications interface, a pricing server coupled to the communications interface, and a statistics server coupled to the event database and the pricing server, is disclosed. According to the invention, the pricing server, on receiving a request to establish a price for an energy security, requests at least one statistical indicia of risk from the statistics server, the statistical indicia of risk being computed by the statistics server based on a plurality of historical data obtained from the event database, and the pricing server computes a price for the security based at least in part on the statistical indicia of risk.
    Type: Application
    Filed: August 17, 2009
    Publication date: February 17, 2011
    Inventors: Jason Crabtree, Pravin Rajan, Brian R. Galvin, Alan McCord
  • Patent number: 7817794
    Abstract: According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. A similar feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both.
    Type: Grant
    Filed: October 29, 2007
    Date of Patent: October 19, 2010
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Brian R. Galvin
  • Publication number: 20100250590
    Abstract: A system for managing energy, comprising a digital exchange with a communications interface adapted to allow connections from remote users over a data network, wherein the digital exchange receives preferences from a plurality of exchange participants and these preferences are used at least in part to create response profiles relevant to the participants, at least some of the response profiles are aggregated into response packages with defined statistical properties, and at least some of the response packages are made available for use by participants in the digital exchange, is disclosed.
    Type: Application
    Filed: March 30, 2009
    Publication date: September 30, 2010
    Inventor: Brian R. Galvin
  • Publication number: 20100218108
    Abstract: A system for presentation and management of energy-related information and securities, comprising a digital exchange, a client system comprising a plurality of display and input modalities, a communications interface software adapted to allow communications between the client system and the digital exchange, and a control interface within the client system adapted to drive the display and input modalities, wherein the control interface, on receiving input from a user, causes data from the digital exchange to be retrieved and displayed in one or more of the display modalities to the user, and upon receipt of a request from the user via an input modality of the client system after the user has retrieved and reviewed data from the digital exchange, an order to execute a transaction is transmitted to the digital exchange by the client system, and on receipt of an order to execute a transaction from a client system, the digital exchange combines the ordered transaction with other similar transactions from a plural
    Type: Application
    Filed: April 21, 2010
    Publication date: August 26, 2010
    Inventors: Jason Crabtree, Pravin Rajan, Brian R. Galvin, Alan McCord, Oliver Venn
  • Publication number: 20100217549
    Abstract: A fractional smart metering system, comprising a processor coupled to a packet data network and a server software module executing on the processor and coupled to an operational database containing at least energy usage information pertaining to an energy consumer and obtained from meter readings at the consumer's premises, wherein the server software module is adapted to receive information over the network from a plurality of client software modules associated with energy resources further associated with the energy consumer, and wherein the server software module computes a measure of energy usage for a specific time interval for the consumer, said measure being determined at least in part based on a comparison between the information received from the client software modules associated with the consumer and the corresponding usage information obtained from the operational database, is disclosed.
    Type: Application
    Filed: July 10, 2009
    Publication date: August 26, 2010
    Inventors: Brian R. Galvin, Jason Crabtree
  • Publication number: 20100217452
    Abstract: A system for managing energy, comprising a processor coupled to a packet data network and a serves software module executing on the processor is disclosed, wherein the server software module is adapted to send and receive information over a packet data network from a plurality of client software modules associated with energy load devices or energy generating devices associated with one or more end users of energy provided by an energy distribution network, and to send and receive information from a plurality of software modules associated with energy distribution networks over the packet data network.
    Type: Application
    Filed: July 7, 2009
    Publication date: August 26, 2010
    Inventors: Alan McCord, Brian R. Galvin
  • Publication number: 20100217550
    Abstract: A system for electric grid utilization and optimization, comprising a communications interface executing on a network-connected server and adapted to receive information from a plurality of iNodes, the plurality of iNodes comprising a source iNode, a sink iNode, and a plurality of transmission or distribution iNodes, an event database coupled to the communications interface and adapted to receive events from a plurality of iNodes via the communications interface, a modeling server coupled to the communications interface, and a statistics server coupled to the event database and the modeling server, wherein the modeling server, on receiving a request to establish an allocation of at least one of transmission losses, distribution losses, and ancillary services to a specific sink iNode, computes at least one virtual path for flow of electricity between a source iNode and the specific sink iNode and wherein the modeling server further computes, for each transmission or distribution iNode included in the computed
    Type: Application
    Filed: September 11, 2009
    Publication date: August 26, 2010
    Inventors: Jason Crabtree, Pravin Raian, Brian R. Galvin, Alan McCord, Jimmy Jia
  • Publication number: 20100217642
    Abstract: A system for single-action energy resource scheduling and participation in energy-related securities, comprising a communications interface executing on a network-connected server and adapted to receive information from a plurality of client user interfaces and a secure action server coupled to the communications interface, wherein the secure action server, on receiving a connection from a client user interface, assigns a unique client identifier to the client user interface and associates the unique identifier with a client account, and wherein the secure action server, on receiving a request from a client user interface, determines whether the client user interface is mapped to an authorized market participant who has enabled single-action scheduling, execution order, or participation confirmation functionality for the client user interface, and passes information to the client user interface pertaining at least to a single action needed to confirm scheduling, execution order, or participation and wherein t
    Type: Application
    Filed: September 2, 2009
    Publication date: August 26, 2010
    Inventors: Jason Crubtree, Pravin Rajan, Brian R. Galvin, Alan McCord, Oliver Venn
  • Publication number: 20100217651
    Abstract: A method for managing energy resources, comprising the steps of collecting energy-related data in an event database from a plurality of network-connected iNodes, using a network-connected statistics server to compute a reliability rating for a plurality of users based at least in part on the data collected from iNodes associated with the users, using the reliability ratings at least to select a subset of users for inclusion in a derivative energy security, computing an expected performance profile and reliability rating for the derivative energy security, and making the derivative security available on a digital exchange, is disclosed.
    Type: Application
    Filed: August 11, 2009
    Publication date: August 26, 2010
    Inventors: Jason Crabtree, Pravin Rajan, Brian R. Galvin, Alan McCord
  • Patent number: 7409054
    Abstract: According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. A similar feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both.
    Type: Grant
    Filed: October 20, 2006
    Date of Patent: August 5, 2008
    Assignee: Genesys Telecommunications Laboratories, Inc
    Inventor: Brian R. Galvin
  • Patent number: 7386113
    Abstract: According to the invention, a system and method for integrating agent scripting and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. In another embodiment of the invention, a method in which information is passed from an agent scripting engine to a forecasting engine or an adherence module of a workforce management system, or both, is disclosed.
    Type: Grant
    Filed: February 24, 2003
    Date of Patent: June 10, 2008
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Brian R. Galvin
  • Patent number: 7343010
    Abstract: According to the invention, a system and method for integrating call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said routing system, said information exchange being unidirectional in either direction, or bidirectional. In another embodiment of the invention, a method in which information is passed from a call routing system to a forecasting engine or an adherence module of a workforce management system, or both, is disclosed.
    Type: Grant
    Filed: February 24, 2003
    Date of Patent: March 11, 2008
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventor: Brian R. Galvin