Patents by Inventor Gershwin Allson Lamont Exeter

Gershwin Allson Lamont Exeter 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).

  • Intelligent systems based training of customer service agents
    Patent number: 11657727
    Abstract: A system and method of use to train customer service agents. The training system employs intelligent systems to facilitate or enable the training of customer service agents. The training system provides training to customer service agents and tracks the progress of the customer service trainees. In one aspect, the training system emulates a customer engaging with the customer service trainee, by emulating one or both of the persona of the customer and the scenario of the customer/trainee interaction.
    Type: Grant
    Filed: March 20, 2022
    Date of Patent: May 23, 2023
    Assignee: TTEC Holdings, Inc.
    Inventors: Henry Truong, Gershwin Allson Lamont Exeter, Louise Juanita Erven
  • INTELLIGENT SYSTEMS BASED TRAINING OF CUSTOMER SERVICE AGENTS
    Publication number: 20220208015
    Abstract: A system and method of use to train customer service agents. The training system employs intelligent systems to facilitate or enable the training of customer service agents. The training system provides training to customer service agents and tracks the progress of the customer service trainees. In one aspect, the training system emulates a customer engaging with the customer service trainee, by emulating one or both of the persona of the customer and the scenario of the customer/trainee interaction.
    Type: Application
    Filed: March 20, 2022
    Publication date: June 30, 2022
    Applicant: TTEC Holdings, Inc.
    Inventors: Henry Truong, Gershwin Allson Lamont Exeter, Louise Juanita Erven
  • INTELLIGENT SYSTEMS BASED TRAINING OF CUSTOMER SERVICE AGENTS
    Publication number: 20200111377
    Abstract: A system and method of use to train customer service agents. The training system employs intelligent systems to facilitate or enable the training of customer service agents. The training system provides training to customer service agents and tracks the progress of the customer service trainees. In one aspect, the training system emulates a customer engaging with the customer service trainee, by emulating one or both of the persona of the customer and the scenario of the customer/trainee interaction.
    Type: Application
    Filed: September 30, 2019
    Publication date: April 9, 2020
    Applicant: TTEC Services Corporation
    Inventors: Henry Truong, Gershwin Allson Lamont Exeter, Louise Juanita Erven
  • Method for providing learning courses via a service center supporting a variety of products
    Patent number: 9336687
    Abstract: A service center receives a request from a remote device for accessing a learning course describing operations of a product that has been registered with the service center. In response to the request, a media stream representing the learning course is transmitted to the remote device to allow a user of the remote device to navigate the learning course, without requiring the user to directly access a training facility of a product provider associated with the registered product. User interaction with the learning course is tracked and analyzed to generate an analysis result, where the analysis result is utilized to generate or identify a subsequent learning course specifically tailored to the user. The analysis result is transmitted to the product provider to allow the product provider for the purpose of determining customer satisfaction.
    Type: Grant
    Filed: October 11, 2011
    Date of Patent: May 10, 2016
    Assignee: TELETECH HOLDINGS, INC.
    Inventors: Gershwin Allson Lamont Exeter, Nancy Rush Vesey, Bruce A. Sharpe
  • METHOD FOR PROVIDING LEARNING COURSES VIA A SERVICE CENTER SUPPORTING A VARIETY OF PRODUCTS
    Publication number: 20130089848
    Abstract: A service center receives a request from a remote device for accessing a learning course describing operations of a product that has been registered with the service center. In response to the request, a media stream representing the learning course is transmitted to the remote device to allow a user of the remote device to navigate the learning course, without requiring the user to directly access a training facility of a product provider associated with the registered product. User interaction with the learning course is tracked and analyzed to generate an analysis result, where the analysis result is utilized to generate or identify a subsequent learning course specifically tailored to the user. The analysis result is transmitted to the product provider to allow the product provider for the purpose of determining customer satisfaction.
    Type: Application
    Filed: October 11, 2011
    Publication date: April 11, 2013
    Applicant: TELETECH HOLDINGS, INC.
    Inventors: Gershwin Allson Lamont Exeter, Nancy Rush Vesey, Bruce A. Sharpe