Patents by Inventor Graeme Provan

Graeme Provan 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 predictive routing based on a customer journey patience
    Patent number: 10419614
    Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
    Type: Grant
    Filed: January 8, 2018
    Date of Patent: September 17, 2019
    Inventors: Hardik Modi, Nikolay Korolev, Herbert Willi Artur Ristock, Conor McGann, Jeffery Karas, Graeme Provan
  • SYSTEM AND METHOD FOR PREDICTIVE ROUTING BASED ON A CUSTOMER JOURNEY PATIENCE
    Publication number: 20180131809
    Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
    Type: Application
    Filed: January 8, 2018
    Publication date: May 10, 2018
    Inventors: Hardik Modi, Nikolay Korolev, Herbert Willi Artur Ristock, Conor McGann, Jeffery Karas, Graeme Provan
  • System and method for predictive routing based on a customer journey patience
    Patent number: 9866695
    Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
    Type: Grant
    Filed: August 30, 2016
    Date of Patent: January 9, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Hardik Modi, Nikolay Korolev, Herbert Willi Artur Ristock, Conor McGann, Jeffery Karas, Graeme Provan