Patents by Inventor Marvin Roisland

Marvin Roisland 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 EFFORT EVALUATION IN A CONTACT CENTER SYSTEM
    Publication number: 20230351455
    Abstract: A contact center system can track and evaluate dialogue data, telephony data, and/or application usage data associated with communication sessions between customers and representatives. The contact center system can identify communication sessions that have dialogue data containing keywords of one or more keyword categories, such as keyword categories associated with perceptions of high customer effort, and/or based on values of other key performance indicators. Users can use the contact center system to investigate the dialogue data, telephony data, and/or application usage data for identified communication sessions, for example to identify opportunities to train representatives to use alternate language during communication sessions, revise procedures in the contact center, or otherwise reduce perceptions of customer effort.
    Type: Application
    Filed: July 5, 2023
    Publication date: November 2, 2023
    Inventors: Kimberly Zarecki, Chris Johnson, Marvin Roisland
  • Customer effort evaluation in a contact center system
    Patent number: 11734731
    Abstract: A contact center system can track and evaluate dialogue data, telephony data, and/or application usage data associated with communication sessions between customers and representatives. The contact center system can identify communication sessions that have dialogue data containing keywords of one or more keyword categories, such as keyword categories associated with perceptions of high customer effort, and/or based on values of other key performance indicators. Users can use the contact center system to investigate the dialogue data, telephony data, and/or application usage data for identified communication sessions, for example to identify opportunities to train representatives to use alternate language during communication sessions, revise procedures in the contact center, or otherwise reduce perceptions of customer effort.
    Type: Grant
    Filed: March 18, 2020
    Date of Patent: August 22, 2023
    Assignee: State Farm Mutual Automobile Insurance Company
    Inventors: Kimberly Zarecki, Chris Johnson, Marvin Roisland