Patents by Inventor Cliff Bell

Cliff Bell 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).

  • Patent number: 11063943
    Abstract: A system and method are presented for the re-authentication of asynchronous messaging, specifically within enterprise to consumer communications. A third-party enterprise messaging server may be used as a conduit for a messaging service allowing for customer interaction with a business. The messaging server can append a re-authentication process for customers once a customer has been authenticated by the enterprise. Each time a customer resumes an interaction exceeding a timeout threshold, the messaging server invokes its re-authentication process. Lapsed interactions may be treated as continuous without having the customer re-authenticate through the enterprise specific authentication.
    Type: Grant
    Filed: November 5, 2018
    Date of Patent: July 13, 2021
    Inventors: Daniel Stoops, Cliff Bell
  • Patent number: 10645225
    Abstract: A method for orchestrating a chat interaction with a customer and multiple sources that includes providing an animation library that includes conversational states, graphic stills corresponding to respective ones of the conversational states, animation templates, and source-based modifications corresponding to respective ones of the multiple sources. The method may include generating a source-informative animation by: determining a source of a chat message; determining a conversational state for the chat message; selecting a graphic still for the message; selecting an animation template for the chat message based on the selected graphic still; selecting a source-based modification that corresponds to the source; and modifying the animation template pursuant to the source-based modification so to generate the source-informative animation. The method may include sending a signal to the customer configured to generate thereon a chat interface having the chat message and source-informative animation.
    Type: Grant
    Filed: September 9, 2019
    Date of Patent: May 5, 2020
    Inventors: Daniel Stoops, Cliff Bell
  • Patent number: 10313341
    Abstract: A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.
    Type: Grant
    Filed: April 3, 2018
    Date of Patent: June 4, 2019
    Inventors: Daniel Stoops, James Kraeulter, Cliff Bell
  • Publication number: 20190141039
    Abstract: A system and method are presented for the re-authentication of asynchronous messaging, specifically within enterprise to consumer communications. A third-party enterprise messaging server may be used as a conduit for a messaging service allowing for customer interaction with a business. The messaging server can append a re-authentication process for customers once a customer has been authenticated by the enterprise. Each time a customer resumes an interaction exceeding a timeout threshold, the messaging server invokes its re-authentication process. Lapsed interactions may be treated as continuous without having the customer re-authenticate through the enterprise specific authentication.
    Type: Application
    Filed: November 5, 2018
    Publication date: May 9, 2019
    Inventors: Daniel Stoops, Cliff Bell
  • Patent number: 10171672
    Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.
    Type: Grant
    Filed: February 2, 2018
    Date of Patent: January 1, 2019
    Inventors: Cliff Bell, Daniel Stoops, Sergey Fedorov, Herbert Willi Artur Ristock, David Beilis, Adrian Lee-Kwen
  • Patent number: 10152727
    Abstract: A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.
    Type: Grant
    Filed: November 7, 2016
    Date of Patent: December 11, 2018
    Inventors: Lizanne Kaiser, Cliff Bell, Daniel Stoops, Herbert Willi Artur Ristock, James Kraeutler
  • Publication number: 20180227289
    Abstract: A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.
    Type: Application
    Filed: April 3, 2018
    Publication date: August 9, 2018
    Inventors: Daniel Stoops, James Kraeulter, Cliff Bell
  • Publication number: 20180159983
    Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.
    Type: Application
    Filed: February 2, 2018
    Publication date: June 7, 2018
    Inventors: Cliff Bell, Daniel Stoops, Sergey Fedorov, Herbert Willi Artur Ristock, David Beilis, Adrian Lee-Kwen
  • Patent number: 9961076
    Abstract: A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.
    Type: Grant
    Filed: May 11, 2015
    Date of Patent: May 1, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATOREIS, INC.
    Inventors: Daniel Stoops, James Kraeulter, Cliff Bell
  • Patent number: 9888122
    Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.
    Type: Grant
    Filed: July 29, 2015
    Date of Patent: February 6, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Cliff Bell, Daniel Stoops, Sergey Fedorov, Herbert Willi Artur Ristock, David Beilis, Adrian Lee-Kwen
  • Patent number: 9723145
    Abstract: A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.
    Type: Grant
    Filed: May 30, 2015
    Date of Patent: August 1, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Cliff Bell, Daniel Stoops, Steve O'Donoghue, Herbert Ristock
  • Publication number: 20170140420
    Abstract: A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.
    Type: Application
    Filed: November 7, 2016
    Publication date: May 18, 2017
    Inventors: Lizanne Kaiser, Cliff Bell, Daniel Stoops, Herbert Willi Artur Ristock, James Kraeutler
  • Publication number: 20170034353
    Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.
    Type: Application
    Filed: July 29, 2015
    Publication date: February 2, 2017
    Inventors: Cliff Bell, Daniel Stoops, Sergey Fedorov, Herbert Ristock, David Beilis, Adrian Lee-Kwen
  • Publication number: 20160352900
    Abstract: A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.
    Type: Application
    Filed: May 30, 2015
    Publication date: December 1, 2016
    Inventors: Cliff Bell, Daniel Stoops, Steve O'Donoghue, Herbert Ristock
  • Publication number: 20160337403
    Abstract: A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.
    Type: Application
    Filed: May 11, 2015
    Publication date: November 17, 2016
    Inventors: Daniel Stoops, James Kraeulter, Cliff Bell
  • Patent number: 9491294
    Abstract: A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.
    Type: Grant
    Filed: December 19, 2014
    Date of Patent: November 8, 2016
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Lizanne Kaiser, Cliff Bell, Daniel Stoops, Herbert Willi Artur Ristock, James Kraeutler
  • Publication number: 20160180381
    Abstract: A system and method include a demand side platform configured to manage an ad exchange. The ad exchange provides an impression to be displayed on an audience computer based on a purchase by a market processing system. A stats server connected with the demand side platform is configured to provide to the demand side server a number of agents available who meet a determined threshold skill level to handle a particular type of product or service related to the impression. A web browser is connected with the demand side platform. The demand side platform is configured to send the impression to the web browser based on a skilled agent being available that meets the threshold, otherwise to not send the impression. The web browser is configured to display the impression.
    Type: Application
    Filed: December 19, 2014
    Publication date: June 23, 2016
    Inventors: Lizanne Kaiser, Cliff Bell, Daniel Stoops, Herbert Willi Artur Ristock, James Kraeutler
  • Publication number: 20160182720
    Abstract: A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.
    Type: Application
    Filed: December 19, 2014
    Publication date: June 23, 2016
    Inventors: Lizanne Kaiser, Cliff Bell, Daniel Stoops, Herbert Willi Artur Ristock, James Kraeutler