Patents by Inventor Jason Edward Maynard

Jason Edward Maynard 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).

  • Article-suggestion system for automatically resolving customer-service requests
    Patent number: 10580012
    Abstract: The disclosed embodiments relate to a system that suggests helpful articles to resolve a customer request. During operation, the system receives the customer request, wherein the customer request is associated with a product or a service used by the customer. Next, the system feeds a set of words from the customer request through a model to generate a request vector comprising numerical values representing words in the customer request. The system then compares the request vector against article vectors representing articles in a set of help center articles to determine whether the customer request matches one or more help center articles. If the customer request matches one or more help center articles, the system presents the one or more help center articles to the customer to facilitate automatically resolving the customer request.
    Type: Grant
    Filed: May 26, 2017
    Date of Patent: March 3, 2020
    Assignee: Zendesk, Inc.
    Inventors: Christopher J. Hausler, Michael G. Mortimer, Thomas Pelletier, Arwen Twinkle E. Griffioen, Soon-Ee Cheah, Anh Thien Dinh, Arvind Kunday Anantharaman, Bob Dharmendra Raman, Jason Edward Maynard, Wai Chee Yau, Sean D. Caffery, Jeffrey P. Theobald, Damen Turnbull
  • ARTICLE-SUGGESTION SYSTEM FOR AUTOMATICALLY RESOLVING CUSTOMER-SERVICE REQUESTS
    Publication number: 20170286972
    Abstract: The disclosed embodiments relate to a system that suggests helpful articles to resolve a customer request. During operation, the system receives the customer request, wherein the customer request is associated with a product or a service used by the customer. Next, the system feeds a set of words from the customer request through a model to generate a request vector comprising numerical values representing words in the customer request. The system then compares the request vector against article vectors representing articles in a set of help center articles to determine whether the customer request matches one or more help center articles. If the customer request matches one or more help center articles, the system presents the one or more help center articles to the customer to facilitate automatically resolving the customer request.
    Type: Application
    Filed: May 26, 2017
    Publication date: October 5, 2017
    Applicant: Zendesk, Inc.
    Inventors: Christopher J. Hausler, Michael G. Mortimer, Thomas Pelletier, Arwen Twinkle E. Griffioen, Soon-Ee Cheah, Anh Thien Dinh, Arvind Kunday Anantharaman, Bob Dharmendra Raman, Jason Edward Maynard, Wai Chee Yau, Sean D. Caffery, Jeffrey P. Theobald, Damen Turnbull
  • USING A SATISFACTION-PREDICTION MODEL TO FACILITATE CUSTOMER-SERVICE INTERACTIONS
    Publication number: 20170169438
    Abstract: The disclosed embodiments provide a system that uses a predicted probability of satisfaction for a customer to facilitate a customer-service interaction. During operation, the system obtains information related to an ongoing customer-service interaction involving the customer. The system uses the obtained information to determine a probability that the customer will be satisfied with the customer-service interaction. Next, the system uses the determined probability that the customer will be satisfied to facilitate subsequent interactions whether automated or manual with the customer in furtherance of the customer-service interaction.
    Type: Application
    Filed: December 14, 2015
    Publication date: June 15, 2017
    Applicant: Zendesk, Inc.
    Inventors: Jason Edward Maynard, Michael G. Mortimer, Sean D. Caffery, Christopher J. Hausler, Anh Thien Dinh, Narek Amirbekian, Beau Jonathan Fabry, Jeffrey P. Theobald, Thomas Pelletier