Patents by Inventor Cliff W. Bell

Cliff W. 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: 10812347
    Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.
    Type: Grant
    Filed: March 11, 2019
    Date of Patent: October 20, 2020
    Inventors: Daniel Stewart Stoops, Lizanne Kaiser, Cliff W. Bell
  • Publication number: 20200294101
    Abstract: A collection of bots is provided that can support predictive routing through mapping customers to the bots. The variety of bot personalities may be provided in a plurality of dimensions such as: utterances used for recognition training, intents supported, and the responses the bot provides. A bot can be trained on collected utterances that are segmented by predictive routing. Human agents who have been classified can be used to segment utterance training so that a specific bot instantiation is trained on utterances typical of a customer who prefers that agent classification. Supported intents can be reflective of the utterance training for the specific classification of an agent. The responses of the bot can also be tailored to the personality typical of the age classification. Each bot response can be syntactically different in a conversation based on the bot segmentation.
    Type: Application
    Filed: March 10, 2020
    Publication date: September 17, 2020
    Inventors: Cliff W. Bell, Daniel Stewart Stoops
  • Patent number: 10673954
    Abstract: A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service interface. Second event data that includes the state of the registered device and information that enables the user to establish the communications session with the contact center may be provided to a user of the user device.
    Type: Grant
    Filed: June 8, 2016
    Date of Patent: June 2, 2020
    Inventors: Daniel Stewart Stoops, Lizanne Kaiser, Cliff W. Bell
  • Publication number: 20190207829
    Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.
    Type: Application
    Filed: March 11, 2019
    Publication date: July 4, 2019
    Inventors: Daniel Stewart Stoops, Lizanne Kaiser, Cliff W. Bell
  • Patent number: 10277478
    Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.
    Type: Grant
    Filed: June 8, 2016
    Date of Patent: April 30, 2019
    Inventors: Daniel Stewart Stoops, Lizanne Kaiser, Cliff W. Bell
  • Publication number: 20180129942
    Abstract: In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer,
    Type: Application
    Filed: January 8, 2018
    Publication date: May 10, 2018
    Inventors: Cliff W. Bell, Daniel S. Stoops
  • Patent number: 9864952
    Abstract: In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer.
    Type: Grant
    Filed: July 31, 2014
    Date of Patent: January 9, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Cliff W. Bell, Daniel S. Stoops
  • Publication number: 20170359232
    Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.
    Type: Application
    Filed: June 8, 2016
    Publication date: December 14, 2017
    Inventors: Daniel Stewart Stoops, Lizanne Kaiser, Cliff W. Bell
  • Publication number: 20170359421
    Abstract: A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service interface. Second event data that includes the state of the registered device and information that enables the user to establish the communications session with the contact center may be provided to a user of the user device.
    Type: Application
    Filed: June 8, 2016
    Publication date: December 14, 2017
    Inventors: Daniel Stewart Stoops, Lizanne Kaiser, Cliff W. Bell
  • Publication number: 20150347900
    Abstract: In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer.
    Type: Application
    Filed: July 31, 2014
    Publication date: December 3, 2015
    Inventors: Cliff W. Bell, Daniel S. Stoops