Patents by Inventor Harshad Apshankar

Harshad Apshankar 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).

  • Managing a plurality of topics in a user interaction through a plurality of agents in a contact center
    Patent number: 11290597
    Abstract: A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
    Type: Grant
    Filed: March 18, 2021
    Date of Patent: March 29, 2022
    Assignee: Avaya Inc.
    Inventors: Harshad Apshankar, Valentine C. Matula
  • MANAGING A PLURALITY OF TOPICS IN A USER INTERACTION THROUGH A PLURALITY OF AGENTS IN A CONTACT CENTER
    Publication number: 20210227076
    Abstract: A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
    Type: Application
    Filed: March 18, 2021
    Publication date: July 22, 2021
    Inventors: Harshad Apshankar, Valentine C. Matula
  • Managing a plurality of topics in a user interaction through a plurality of agents in a contact center
    Patent number: 11012570
    Abstract: A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
    Type: Grant
    Filed: January 28, 2019
    Date of Patent: May 18, 2021
    Assignee: Avaya Inc.
    Inventors: Harshad Apshankar, Valentine C. Matula
  • MANAGING A PLURALITY OF TOPICS IN A USER INTERACTION THROUGH A PLURALITY OF AGENTS IN A CONTACT CENTER
    Publication number: 20200244807
    Abstract: A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
    Type: Application
    Filed: January 28, 2019
    Publication date: July 30, 2020
    Inventors: Harshad Apshankar, Valentine C. Matula