Patents by Inventor François U. Brien

François U. Brien 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).

  • Handing off customer-support conversations between a human agent and a bot without requiring code changes
    Patent number: 11503156
    Abstract: A system and methods are provided for passing control of a customer-support conversation among integrations responsible for responding to a customer during the customer-support conversation. The system receives a message from a source integration, which is presently responsible for responding to the customer during the customer-support conversation, wherein the message includes a pass-control command that passes control of the customer-support conversation to a target integration. In response to the pass-control command, the system passes control of the customer-support conversation from the source integration to the target integration, so that the target integration becomes responsible for responding to the customer.
    Type: Grant
    Filed: September 9, 2021
    Date of Patent: November 15, 2022
    Assignee: Zendesk, Inc.
    Inventors: Michael Gozzo, Andrew Lavers, Jean-Philippe J. Joyal, Michael J. Spensieri, François U. Brien, Marc-Antoine Leblond
  • HANDING OFF CUSTOMER-SUPPORT CONVERSATIONS BETWEEN A HUMAN AGENT AND A BOT WITHOUT REQUIRING CODE CHANGES
    Publication number: 20210409358
    Abstract: A system and methods are provided for passing control of a customer-support conversation among integrations responsible for responding to a customer during the customer-support conversation. The system receives a message from a source integration, which is presently responsible for responding to the customer during the customer-support conversation, wherein the message includes a pass-control command that passes control of the customer-support conversation to a target integration. In response to the pass-control command, the system passes control of the customer-support conversation from the source integration to the target integration, so that the target integration becomes responsible for responding to the customer.
    Type: Application
    Filed: September 9, 2021
    Publication date: December 30, 2021
    Applicant: Zendesk, Inc.
    Inventors: Michael Gozzo, Andrew Lavers, Jean-Philippe J. Joyal, Michael J. Spensieri, François U. Brien, Marc-Antoine Leblond
  • Handing off customer-support conversations between a human agent and a bot without requiring code changes
    Patent number: 11146512
    Abstract: The disclosed embodiments relate to a system that passes control of a customer-support conversation among integrations, which are responsible for responding to a customer during the customer-support conversation. During operation, the system receives a message from a source integration, which is presently responsible for responding to the customer during the customer-support conversation, wherein the message includes a pass-control command that passes control of the customer-support conversation to a target integration. In response to the pass-control command, the system passes control of the customer-support conversation from the source integration to the target integration, so that the target integration becomes responsible for responding to the customer during the customer-support conversation.
    Type: Grant
    Filed: May 12, 2020
    Date of Patent: October 12, 2021
    Assignee: Zendesk, Inc.
    Inventors: Michael Gozzo, Andrew Lavers, Jean-Philippe J. Joyal, Michael J. Spensieri, François U. Brien, Marc-Antoine Leblond