Patents by Inventor Jeffrey T. Matteo

Jeffrey T. Matteo 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 A COGNITIVE SYSTEM PLUG-IN ANSWERING SUBJECT MATTER EXPERT QUESTIONS
    Publication number: 20180309874
    Abstract: Embodiments provide a system and method for integrating a cognitive system into a call center. The system and method include ingesting, in real-time through an instant messaging application, one or more questions from one or more call center agents; ingesting, in real-time through the instant messaging application, one or more answers associated with the one or more questions; storing one or more question and answer pairs in a corpus; analyzing, through a cognitive system, the corpus of the one or more question and answer pairs; receiving, through the instant messaging system, one or more additional questions; determining a proposed answer to each additional question based on the analysis of the corpus; analyzing, through the cognitive system, the proposed answer; and incorporating the analysis of the proposed answer into the analysis of the one or more question and answer pairs. The answers can be provided by subject matter experts or call center managers.
    Type: Application
    Filed: June 25, 2018
    Publication date: October 25, 2018
    Inventors: Carl M. Marrelli, Jeffrey T. Matteo, Ram S. Narayanan, Martin Oberhofer
  • System and method for a cognitive system plug-in answering subject matter expert questions
    Patent number: 10104232
    Abstract: Embodiments provide a system and method for integrating a cognitive system into a call center.
    Type: Grant
    Filed: July 12, 2016
    Date of Patent: October 16, 2018
    Assignee: International Business Machines Corporation
    Inventors: Carl M. Marrelli, Jeffrey T. Matteo, Ram S. Narayanan, Martin Oberhofer
  • System and method for a cognitive system plug-in answering subject matter expert questions
    Patent number: 10009466
    Abstract: Embodiments provide a system and method for integrating a cognitive system into a call center. The system and method include ingesting, in real-time through an instant messaging application, one or more questions from one or more call center agents; ingesting, in real-time through the instant messaging application, one or more answers associated with the one or more questions; storing one or more question and answer pairs in a corpus; analyzing, through a cognitive system, the corpus of the one or more question and answer pairs; receiving, through the instant messaging system, one or more additional questions; determining a proposed answer to each additional question based on the analysis of the corpus; analyzing, through the cognitive system, the proposed answer; and incorporating the analysis of the proposed answer into the analysis of the one or more question and answer pairs. The answers can be provided by subject matter experts or call center managers.
    Type: Grant
    Filed: July 12, 2016
    Date of Patent: June 26, 2018
    Assignee: International Business Machines Corporation
    Inventors: Carl M. Marrelli, Jeffrey T. Matteo, Ram S. Narayanan, Martin Oberhofer
  • SYSTEM AND METHOD FOR A COGNITIVE SYSTEM PLUG-IN ANSWERING SUBJECT MATTER EXPERT QUESTIONS
    Publication number: 20180020097
    Abstract: Embodiments provide a system and method for integrating a cognitive system into a call center. The system and method include ingesting, in real-time through an instant messaging application, one or more questions from one or more call center agents; ingesting, in real-time through the instant messaging application, one or more answers associated with the one or more questions; storing one or more question and answer pairs in a corpus; analyzing, through a cognitive system, the corpus of the one or more question and answer pairs; receiving, through the instant messaging system, one or more additional questions; determining a proposed answer to each additional question based on the analysis of the corpus; analyzing, through the cognitive system, the proposed answer; and incorporating the analysis of the proposed answer into the analysis of the one or more question and answer pairs. The answers can be provided by subject matter experts or call center managers.
    Type: Application
    Filed: July 12, 2016
    Publication date: January 18, 2018
    Inventors: Carl M. Marrelli, Jeffrey T. Matteo, Ram S. Narayanan, Martin Oberhofer
  • SYSTEM AND METHOD FOR A COGNITIVE SYSTEM PLUG-IN ANSWERING SUBJECT MATTER EXPERT QUESTIONS
    Publication number: 20180020094
    Abstract: Embodiments provide a system and method for integrating a cognitive system into a call center.
    Type: Application
    Filed: July 12, 2016
    Publication date: January 18, 2018
    Inventors: Carl M. Marrelli, Jeffrey T. Matteo, Ram S. Narayanan, Martin Oberhofer