Patents by Inventor Jon Russell Jay
Jon Russell Jay 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: 10547747Abstract: A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.Type: GrantFiled: April 29, 2019Date of Patent: January 28, 2020Assignee: Amazon Technologies, Inc.Inventors: Saket Agarwal, Joseph Daniel Sullivan, Pasquale DeMaio, Jon Russell Jay, Jaswinder Singh Randhawa, Nihal Chand Jain
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Patent number: 10277743Abstract: A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.Type: GrantFiled: March 21, 2017Date of Patent: April 30, 2019Assignee: Amazon Technologies, Inc.Inventors: Saket Agarwal, Joseph Daniel Sullivan, Pasquale DeMaio, Jon Russell Jay, Jaswinder Singh Randhawa, Nihal Chand Jain
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Patent number: 10178600Abstract: Disclosed are various embodiments for a call routing application. Routes are evaluated according to selection scores of call routes. The selection scores are calculated based on weighted call quality data corresponding to past calls on the call routes. A call route is selected according to an evaluation including call costs or other criteria. A call is then routed via the selected call route to the call endpoint.Type: GrantFiled: May 11, 2017Date of Patent: January 8, 2019Assignee: Amazon Technologies, Inc.Inventors: Zachary Lee Yeager, Ajit Kumar, Jon Russell Jay, Joseph Daniel Sullivan
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Publication number: 20180176374Abstract: Technologies are disclosed for providing an onboarding service within a service provider network for on-demand creation of a contact center. Information associated with an account of a user at the service provider network is utilized to begin creating the contact center. Based upon input from the user, a directory of authorized users and storage for the contact center are created using services available within the service provider network. Encryption keys are created for encrypting customer call recordings and customer phone numbers in the storage. An initial user for handling calls is specified and a call queue is created. A routing profile is created to route calls from the call queue to the initial user. Available phone numbers are provided to the user for the selection of a phone number for accessing the contact center. One this data has been specified, the contact center can be activated for use.Type: ApplicationFiled: December 19, 2016Publication date: June 21, 2018Inventors: Saket Agarwa, Pasquale DeMaio, Joseph Daniel Sullivan, Jon Russell Jay
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Patent number: 10003691Abstract: Technologies are disclosed for providing an onboarding service within a service provider network for on-demand creation of a contact center. Information associated with an account of a user at the service provider network is utilized to begin creating the contact center. Based upon input from the user, a directory of authorized users and storage for the contact center are created using services available within the service provider network. Encryption keys are created for encrypting customer call recordings and customer phone numbers in the storage. An initial user for handling calls is specified and a call queue is created. A routing profile is created to route calls from the call queue to the initial user. Available phone numbers are provided to the user for the selection of a phone number for accessing the contact center. One this data has been specified, the contact center can be activated for use.Type: GrantFiled: December 19, 2016Date of Patent: June 19, 2018Assignee: Amazon Technologies, Inc.Inventors: Saket Agarwa, Pasquale DeMaio, Joseph Daniel Sullivan, Jon Russell Jay
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Publication number: 20170245196Abstract: Disclosed are various embodiments for a call routing application. Routes are evaluated according to selection scores of call routes. The selection scores are calculated based on weighted call quality data corresponding to past calls on the call routes. A call route is selected according to an evaluation including call costs or other criteria. A call is then routed via the selected call route to the call endpoint.Type: ApplicationFiled: May 11, 2017Publication date: August 24, 2017Inventors: Zachary Lee Yeager, Ajit Kumar, Jon Russell Jay, Joseph Daniel Sullivan
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Patent number: 9674765Abstract: Disclosed are various embodiments for a call routing application. Routes are evaluated according to aggregated call quality data with respect to a call endpoint. A route is selected according to the evaluation, call costs, or other criteria. A call is then routed via the route to the call endpoint.Type: GrantFiled: February 12, 2016Date of Patent: June 6, 2017Assignee: Amazon Technologies, Inc.Inventors: Zachary Lee Yeager, Ajit Kumar, Jon Russell Jay, Joseph Daniel Sullivan
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Patent number: 9384270Abstract: This disclosure describes a system for associating user accounts with source identifiers included in communication requests received from users of those user accounts and using that information to later identify potential user accounts. For example, when a user contacts a support network, such as a call center, the source identifier (e.g., telephone number) may be identified. Once the user initiating the communication request is verified and the corresponding user account identified, the source identifier may be associated with the identified user account. By establishing and storing a relationship between the source identifier and the verified user account, if the user later again initiates a communication request that includes the same source identifier, that user's user account may be quickly identified to the agent, thereby simplifying verification.Type: GrantFiled: June 12, 2013Date of Patent: July 5, 2016Assignee: Amazon Technologies, Inc.Inventors: Jon Russell Jay, Donald L Kaufman, Joseph Daniel Sullivan, Brock Aaron Judkins
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Publication number: 20160165513Abstract: Disclosed are various embodiments for a call routing application. Routes are evaluated according to aggregated call quality data with respect to a call endpoint. A route is selected according to the evaluation, call costs, or other criteria. A call is then routed via the route to the call endpoint.Type: ApplicationFiled: February 12, 2016Publication date: June 9, 2016Inventors: Zachary Lee Yeager, Ajit Kumar, Jon Russell Jay, Joseph Daniel Sullivan
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Patent number: 9288309Abstract: Disclosed are various embodiments for a call routing application. Routes are evaluated according to aggregated call quality data with respect to a call endpoint. A route is selected according to the evaluation, call costs, or other criteria. A call is then routed via the route to the call endpoint.Type: GrantFiled: September 25, 2013Date of Patent: March 15, 2016Assignee: Amazon Technologies, Inc.Inventors: Zachary Lee Yeager, Ajit Kumar, Jon Russell Jay, Joseph Daniel Sullivan