Patents by Inventor Geoff Willshire

Geoff Willshire 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 automated chat testing
    Patent number: 9392113
    Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
    Type: Grant
    Filed: September 14, 2015
    Date of Patent: July 12, 2016
    Assignee: Cyara Solutions Pty Ltd
    Inventors: Alok Kulkarni, Geoff Willshire
  • INTERACTIVE VOICE RESPONSE SYSTEM CRAWLER
    Publication number: 20160198045
    Abstract: A system for interactive voice response system crawling, comprising an IVR crawler that may be VXML, design specification, DTMF or ASR/NLSR speech-based in nature and traverses an IVR menu to discover possible interaction paths and produces test cases based on those paths, and a database that stores test cases produced by the IVR crawler during operation, and a method for interactive voice response system crawling utilizing the IVR crawler of the invention.
    Type: Application
    Filed: January 6, 2015
    Publication date: July 7, 2016
    Inventors: Alok Kulkarni, Geoff Willshire
  • System and method for automated voice quality testing
    Patent number: 9344556
    Abstract: A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.
    Type: Grant
    Filed: May 11, 2015
    Date of Patent: May 17, 2016
    Assignee: CYARA SOLUTIONS PTY LTD
    Inventors: Alok Kulkarni, Geoff Willshire
  • SYSTEM AND METHOD FOR AUTOMATED CHAT TESTING
    Publication number: 20160006873
    Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
    Type: Application
    Filed: September 14, 2015
    Publication date: January 7, 2016
    Inventors: Alok Kulkarni, Geoff Willshire
  • SYSTEM AND METHOD FOR AUTOMATED CHAT TESTING
    Publication number: 20160006874
    Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
    Type: Application
    Filed: September 14, 2015
    Publication date: January 7, 2016
    Inventors: Alok Kulkarni, Geoff Willshire
  • System and method for automated chat testing
    Patent number: 9137183
    Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
    Type: Grant
    Filed: December 24, 2013
    Date of Patent: September 15, 2015
    Assignee: Cyara Solutions Pty Ltd
    Inventors: Alok Kulkarni, Geoff Willshire
  • System and method for automated chat testing
    Patent number: 9137184
    Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
    Type: Grant
    Filed: December 27, 2013
    Date of Patent: September 15, 2015
    Assignee: Cyara Solutions Pty Ltd
    Inventors: Alok Kulkarni, Geoff Willshire
  • SYSTEM AND METHOD FOR AUTOMATED VOICE QUALITY TESTING
    Publication number: 20150244857
    Abstract: A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.
    Type: Application
    Filed: May 11, 2015
    Publication date: August 27, 2015
    Inventors: Alok Kulkarni, Geoff Willshire
  • System and method for automated voice quality testing
    Patent number: 9031221
    Abstract: A system for automated audio quality testing, having various endpoint emulators, call engines, audio generator devices, and head and torso simulator devices. The call engine utilizes reference audio samples to simulate customer interactions with a contact center. The endpoint manager utilizes reference audio samples to simulate contact center agents' interactions with customers.
    Type: Grant
    Filed: December 25, 2013
    Date of Patent: May 12, 2015
    Assignee: Cyara Solutions Pty Ltd
    Inventors: Alok Kulkarni, Geoff Willshire
  • SYSTEM AND METHOD FOR AUTOMATED CHAT TESTING
    Publication number: 20140108583
    Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
    Type: Application
    Filed: December 27, 2013
    Publication date: April 17, 2014
    Applicant: Cyara Solutions Pty Ltd
    Inventors: Alok Kulkarni, Geoff Willshire
  • SYSTEM AND METHOD FOR AUTOMATED VOICE QUALITY TESTING
    Publication number: 20140105379
    Abstract: A system for automated audio quality testing, having various endpoint emulators, call engines, audio generator devices, and head and torso simulator devices. The call engine utilizes reference audio samples to simulate customer interactions with a contact center. The endpoint manager utilizes reference audio samples to simulate contact center agents' interactions with customers.
    Type: Application
    Filed: December 25, 2013
    Publication date: April 17, 2014
    Applicant: Cyara Solutions Pty Ltd
    Inventors: Alok Kulkarni, Geoff Willshire
  • SYSTEM AND METHOD FOR AUTOMATED CHAT TESTING
    Publication number: 20140098948
    Abstract: A system for flexible and scalable automated chat-based contact center testing, comprising a test case management platform, “chat cruncher”, contact center manager, chat classifier, and desktop automation engine, and method for using such a system for automated testing of a contact center's chat-based interactions environment and reporting of test results.
    Type: Application
    Filed: December 24, 2013
    Publication date: April 10, 2014
    Applicant: Cyara Solutions Pty Ltd
    Inventors: Alok Kulkarni, Geoff Willshire