Patents by Inventor Joel Werdell
Joel Werdell 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).
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Patent number: 11900300Abstract: This disclosure describes techniques that allow a coach-assist controller to provide coach support to a customer service representative (CSR) during an ongoing consumer-CSR interaction. The coach-assist controller may intercept a consumer-CSR interaction and generate corresponding interaction data. The coach-assist controller may further analyze the interaction data to infer a current state of the consumer-CSR interaction, and in doing so, determine whether to request coach support for the CSR.Type: GrantFiled: June 11, 2021Date of Patent: February 13, 2024Assignee: T-Mobile USA, Inc.Inventors: James Ellison, Mark Hanson, Joel Werdell
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Patent number: 11671826Abstract: This disclosure describes techniques that facilitate selectively interacting with a computing resource based on receipt of an incoming voice command. Particularly, a voice control integration system may parse content of an incoming voice command to authenticate an identity of the client, and further determine an intended meaning of the incoming voice command. In doing so, the voice control integration system may interact with a computing resource to perform an action that fulfills a client request. Computing resources may be associated with service providers or client devices of a client. Further, the voice control integration system may authenticate a client identity based on a one or two-factor authentication protocol, of which one may correspond to a biometric analysis of the incoming voice command. Further, a second-factor of the two-factor authentication protocol may be implemented via a voice interaction device, another client device accessible to the client, or a combination of both.Type: GrantFiled: July 17, 2020Date of Patent: June 6, 2023Assignee: T-Mobile USA, Inc.Inventors: James Ellison, Joel Werdell, Robert Stamm
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Publication number: 20230011434Abstract: 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: ApplicationFiled: July 8, 2021Publication date: January 12, 2023Inventors: Joel Werdell, Mark Hanson, Heather Nolis, Maritza Ramirez, James Ellison
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Patent number: 11528240Abstract: This disclosure describes techniques that facilitate selectively automating a response to a client request for vendor services based on an intended meaning of the client request, a category of vendor services associated with the client request, and one or more factors such as an urgency index and a health index. The vendor services system may parse audio, text, and image data of a client request to determine an intended meaning. In some examples, the vendor services system may automate a response that resolves the client request, or automate a response that requests additional information from the client device. Alternatively, or additionally, the vendor services system may direct the client request to a vendor representative for further processing. In doing so, the vendor services system may monitor dialogue between the client and vendor representative, and selectively provide the vendor representative with support data that may help resolve the client request.Type: GrantFiled: September 13, 2021Date of Patent: December 13, 2022Assignee: T-Mobile USA, Inc.Inventors: Joel Werdell, James Ellison, Robert Stamm
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Publication number: 20210409360Abstract: This disclosure describes techniques that facilitate selectively automating a response to a client request for vendor services based on an intended meaning of the client request, a category of vendor services associated with the client request, and one or more factors such as an urgency index and a health index. The vendor services system may parse audio, text, and image data of a client request to determine an intended meaning. In some examples, the vendor services system may automate a response that resolves the client request, or automate a response that requests additional information from the client device. Alternatively, or additionally, the vendor services system may direct the client request to a vendor representative for further processing. In doing so, the vendor services system may monitor dialogue between the client and vendor representative, and selectively provide the vendor representative with support data that may help resolve the client request.Type: ApplicationFiled: September 13, 2021Publication date: December 30, 2021Inventors: Joel Werdell, James Ellison, Robert Stamm
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Publication number: 20210390491Abstract: This disclosure describes techniques that allow a coach-assist controller to provide coach support to a customer service representative (CSR) during an ongoing consumer-CSR interaction. The coach-assist controller may intercept a consumer-CSR interaction and generate corresponding interaction data. The coach-assist controller may further analyze the interaction data to infer a current state of the consumer-CSR interaction, and in doing so, determine whether to request coach support for the CSR.Type: ApplicationFiled: June 11, 2021Publication date: December 16, 2021Inventors: James Ellison, Mark Hanson, Joel Werdell
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Publication number: 20210350384Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.Type: ApplicationFiled: May 11, 2021Publication date: November 11, 2021Inventors: James Ellison, Mark Hanson, Joel Werdell, Stephen King, Christopher Mills, Phoebe Parsons, Kasey Snow
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Publication number: 20210350385Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.Type: ApplicationFiled: May 11, 2021Publication date: November 11, 2021Inventors: James Ellison, Mark Hanson, Joel Werdell, Stephen King, Christopher Mills, Phoebe Parsons, Kasey Snow
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Patent number: 11153236Abstract: This disclosure describes techniques that facilitate selectively automating a response to a client request for vendor services based on an intended meaning of the client request, a category of vendor services associated with the client request, and one or more factors such as an urgency index and a health index. The vendor services system may parse audio, text, and image data of a client request to determine an intended meaning. In some examples, the vendor services system may automate a response that resolves the client request, or automate a response that requests additional information from the client device. Alternatively, or additionally, the vendor services system may direct the client request to a vendor representative for further processing. In doing so, the vendor services system may monitor dialogue between the client and vendor representative, and selectively provide the vendor representative with support data that may help resolve the client request.Type: GrantFiled: December 28, 2016Date of Patent: October 19, 2021Assignee: T-Mobile USA, Inc.Inventors: Joel Werdell, James Ellison, Robert Stamm
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Publication number: 20200351659Abstract: This disclosure describes techniques that facilitate selectively interacting with a computing resource based on receipt of an incoming voice command. Particularly, a voice control integration system may parse content of an incoming voice command to authenticate an identity of the client, and further determine an intended meaning of the incoming voice command. In doing so, the voice control integration system may interact with a computing resource to perform an action that fulfills a client request. Computing resources may be associated with service providers or client devices of a client. Further, the voice control integration system may authenticate a client identity based on a one or two-factor authentication protocol, of which one may correspond to a biometric analysis of the incoming voice command. Further, a second-factor of the two-factor authentication protocol may be implemented via a voice interaction device, another client device accessible to the client, or a combination of both.Type: ApplicationFiled: July 17, 2020Publication date: November 5, 2020Inventors: James Ellison, Joel Werdell, Robert Stamm
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Patent number: 10771969Abstract: This disclosure describes techniques that facilitate selectively interacting with a computing resource based on receipt of an incoming voice command. Particularly, a voice control integration system may parse content of an incoming voice command to authenticate an identity of the client, and further determine an intended meaning of the incoming voice command. In doing so, the voice control integration system may interact with a computing resource to perform an action that fulfills a client request. Computing resources may be associated with service providers or client devices of a client. Further, the voice control integration system may authenticate a client identity based on a one or two-factor authentication protocol, of which one may correspond to a biometric analysis of the incoming voice command. Further, a second-factor of the two-factor authentication protocol may be implemented via a voice interaction device, another client device accessible to the client, or a combination of both.Type: GrantFiled: July 10, 2017Date of Patent: September 8, 2020Assignee: T-Mobile USA, Inc.Inventors: James Ellison, Joel Werdell, Robert Stamm
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Patent number: 10715670Abstract: Techniques for identifying a likely subject of a user contact with a user support network and routing the user contact to an agent or an application that is determined to have relevant experience with the subject or issue the user is experiencing. To identify a likely subject of the user contact, data is gathered from a user device as well as from secondary user devices located near the user device. Also, data related to network resources the user device is using, history data of a user's previous contacts with the user support network, and account data associated with the user device is also collected. As a result, the user contact is routed to a knowledgeable agent who is likely to resolve the user's issue without further routing or consultation, thus saving network bandwidth, user device resources, agent time, user time, etc.Type: GrantFiled: November 16, 2018Date of Patent: July 14, 2020Assignee: T-Mobile USA, Inc.Inventors: Ryan Yokel, Rudy Bourcelot, James Ellison, Joel Werdell, Robert Stamm
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Publication number: 20200162614Abstract: Techniques for identifying a likely subject of a user contact with a user support network and routing the user contact to an agent or an application that is determined to have relevant experience with the subject or issue the user is experiencing. To identify a likely subject of the user contact, data is gathered from a user device as well as from secondary user devices located near the user device. Also, data related to network resources the user device is using, history data of a user's previous contacts with the user support network, and account data associated with the user device is also collected. As a result, the user contact is routed to a knowledgeable agent who is likely to resolve the user's issue without further routing or consultation, thus saving network bandwidth, user device resources, agent time, user time, etc.Type: ApplicationFiled: November 16, 2018Publication date: May 21, 2020Inventors: Ryan Yokel, Rudy Bourcelot, James Ellison, Joel Werdell, Robert Stamm
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Publication number: 20200074476Abstract: A customer care system that uses machine learning to surface relevant information for resolving customer issues regarding cellular network service is provided. The system receives a set of incoming data that includes current information of a cellular network. The system applies the set of incoming data as input to a machine learning model to produce a set of predicted conclusions. The machine learning model is trained by using one or more sets of orthogonal datasets that includes historical information of the cellular network. The system maps the set of predicted conclusions to a remedial action and performs the remedial action to effectuate a change in the cellular network.Type: ApplicationFiled: August 29, 2019Publication date: March 5, 2020Inventors: James Ellison, Joel Werdell, Robert Stamm, Phi Nguyen
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Patent number: 10555172Abstract: Cellular networks regularly operate with trusted devices, which typically are trusted because of the integration of a SIM card therewith. Untrusted devices typically do not interface with a SIM card, and rely on user input through traditional user interfaces for authentication. Recently, the use of hands-free, always-on digital assistant devices have become more common. Such devices typically have only a voice user interface that may be used by a number of people in close proximity to the device. Particular problems arise in such a scenario when a user wants to access a secure service that requires user authentication. Such problems are addressed with multiple techniques described herein.Type: GrantFiled: September 6, 2017Date of Patent: February 4, 2020Assignee: T-Mobile USA, Inc.Inventors: Joel Werdell, James D. Ellison, Phi Nguyen, Robert Stamm
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Patent number: 10511969Abstract: Cellular networks regularly operate with trusted devices, which typically are trusted because of the integration of a SIM card therewith. Untrusted devices typically do not interface with a SIM card, and rely on user input through traditional user interfaces for authentication. Recently, the use of hands-free, always-on digital assistant devices have become more common. Such devices typically have only a voice user interface that may be used by a number of people in close proximity to the device. Particular problems arise in such a scenario when a user wants to access a secure service that requires user authentication. Such problems are addressed with multiple techniques described herein.Type: GrantFiled: September 6, 2017Date of Patent: December 17, 2019Assignee: T-Mobile USA, Inc.Inventors: Joel Werdell, James D. Ellison, Phi Nguyen, Robert Stamm
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Publication number: 20180183740Abstract: This disclosure describes techniques that facilitate selectively automating a response to a client request for vendor services based on an intended meaning of the client request, a category of vendor services associated with the client request, and one or more factors such as an urgency index and a health index. The vendor services system may parse audio, text, and image data of a client request to determine an intended meaning. In some examples, the vendor services system may automate a response that resolves the client request, or automate a response that requests additional information from the client device. Alternatively, or additionally, the vendor services system may direct the client request to a vendor representative for further processing. In doing so, the vendor services system may monitor dialogue between the client and vendor representative, and selectively provide the vendor representative with support data that may help resolve the client request.Type: ApplicationFiled: December 28, 2016Publication date: June 28, 2018Inventors: Joel Werdell, James Ellison, Robert Stamm
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Publication number: 20180077573Abstract: Cellular networks regularly operate with trusted devices, which typically are trusted because of the integration of a SIM card therewith. Untrusted devices typically do not interface with a SIM card, and rely on user input through traditional user interfaces for authentication. Recently, the use of hands-free, always-on digital assistant devices have become more common. Such devices typically have only a voice user interface that may be used by a number of people in close proximity to the device. Particular problems arise in such a scenario when a user wants to access a secure service that requires user authentication. Such problems are addressed with multiple techniques described herein.Type: ApplicationFiled: September 6, 2017Publication date: March 15, 2018Inventors: Joel Werdell, James D. Ellison, Phi Nguyen, Robert Stamm
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Publication number: 20180014189Abstract: This disclosure describes techniques that facilitate selectively interacting with a computing resource based on receipt of an incoming voice command. Particularly, a voice control integration system may parse content of an incoming voice command to authenticate an identity of the client, and further determine an intended meaning of the incoming voice command. In doing so, the voice control integration system may interact with a computing resource to perform an action that fulfills a client request. Computing resources may be associated with service providers or client devices of a client. Further, the voice control integration system may authenticate a client identity based on a one or two-factor authentication protocol, of which one may correspond to a biometric analysis of the incoming voice command. Further, a second-factor of the two-factor authentication protocol may be implemented via a voice interaction device, another client device accessible to the client, or a combination of both.Type: ApplicationFiled: July 10, 2017Publication date: January 11, 2018Inventors: James Ellison, Joel Werdell, Robert Stamm