Patents by Inventor Heather Nolis

Heather Nolis 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).

  • CUSTOMER CARE TOPIC COVERAGE DETERMINATION AND COACHING
    Publication number: 20250021988
    Abstract: A customer who is contacting customer care via a support session regarding a problem is classified into a customer category of multiple customer categories based at least on customer account information of the customer. A customer care topic in a predetermined set of multiple customer care topics that correspond to the problem is then identified via machine learning. A topic script that corresponds to the customer category of the customer for the customer care topic in the predetermined set of customer care topics is further retrieved or generated, in which the topic script includes one or more topic issues related to the customer care topics. The topic script is provided for presentation to a customer service representative (CSR) to prompt the CSR to discuss the one or more topic issues related to the customer care topic with the customer.
    Type: Application
    Filed: September 26, 2024
    Publication date: January 16, 2025
    Inventors: Joel Werdell, Mark Hanson, Heather Nolis, Maritza Ramirez, James Ellison
  • Customer care topic coverage determination and coaching
    Patent number: 12131334
    Abstract: A customer who is contacting customer care via a support session regarding a problem is classified into a customer category of multiple customer categories based at least on customer account information of the customer. A customer care topic in a predetermined set of multiple customer care topics that correspond to the problem is then identified via machine learning. A topic script that corresponds to the customer category of the customer for the customer care topic in the predetermined set of customer care topics is further retrieved or generated, in which the topic script includes one or more topic issues related to the customer care topics. The topic script is provided for presentation to a customer service representative (CSR) to prompt the CSR to discuss the one or more topic issues related to the customer care topic with the customer.
    Type: Grant
    Filed: July 8, 2021
    Date of Patent: October 29, 2024
    Assignee: T-Mobile USA, Inc.
    Inventors: Joel Werdell, Mark Hanson, Heather Nolis, Maritza Ramirez, James Ellison
  • CUSTOMER CARE TOPIC COVERAGE DETERMINATION AND COACHING
    Publication number: 20230011434
    Abstract: A customer who is contacting customer care via a support session regarding a problem is classified into a customer category of multiple customer categories based at least on customer account information of the customer. A customer care topic in a predetermined set of multiple customer care topics that correspond to the problem is then identified via machine learning. A topic script that corresponds to the customer category of the customer for the customer care topic in the predetermined set of customer care topics is further retrieved or generated, in which the topic script includes one or more topic issues related to the customer care topics. The topic script is provided for presentation to a customer service representative (CSR) to prompt the CSR to discuss the one or more topic issues related to the customer care topic with the customer.
    Type: Application
    Filed: July 8, 2021
    Publication date: January 12, 2023
    Inventors: Joel Werdell, Mark Hanson, Heather Nolis, Maritza Ramirez, James Ellison