Patents by Inventor Nicolas Acosta Amador
Nicolas Acosta Amador 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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Publication number: 20230388413Abstract: Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.Type: ApplicationFiled: August 11, 2023Publication date: November 30, 2023Inventors: Tyler Cole, Eduardo Pardo San Llorente, Sahil Kumar, Byeongung Ahn, Elaine Lee, Nicolas Acosta Amador, Pablo Pérez Diez
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Publication number: 20230325517Abstract: Methods, systems, and computer programs are presented for secure data encryption in a multi-tenant service platform. One method includes an operation for detecting a write request to write index data to storage. The write request is from a first user from a group of users, and the storage is configured to store index data for the group of users. Further, the method includes operations for authenticating that the first user is approved for access to the storage, and for identifying a first encryption key for the first user, where each user from the group of users has a separate encryption key. Further yet, the method includes encrypting the index data with the first encryption key and storing the encrypted index data in the storage.Type: ApplicationFiled: June 12, 2023Publication date: October 12, 2023Inventors: Christopher Swenson, Umair Akeel, Nicolas Acosta Amador, Byeongung Ahn, Liat Dremer
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Patent number: 11765267Abstract: Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.Type: GrantFiled: September 7, 2021Date of Patent: September 19, 2023Assignee: Twilio Inc.Inventors: Tyler Cole, Eduardo Pardo San Llorente, Sahil Kumar, Byeongung Ahn, Elaine Lee, Nicolas Acosta Amador, Pablo Pérez Diez
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Patent number: 11714911Abstract: Methods, systems, and computer programs are presented for secure data encryption in a multi-tenant service platform. One method includes an operation for detecting a write request to write index data to storage. The write request is from a first user from a group of users, and the storage is configured to store index data for the group of users. Further, the method includes operations for authenticating that the first user is approved for access to the storage, and for identifying a first encryption key for the first user, where each user from the group of users has a separate encryption key. Further yet, the method includes encrypting the index data with the first encryption key and storing the encrypted index data in the storage.Type: GrantFiled: December 7, 2020Date of Patent: August 1, 2023Assignee: Twilio Inc.Inventors: Christopher Swenson, Umair Akeel, Nicolas Acosta Amador, Byeongung Ahn, Liat Dremer
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Publication number: 20220210268Abstract: Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.Type: ApplicationFiled: September 7, 2021Publication date: June 30, 2022Inventors: Tyler Cole, Eduardo Pardo San Llorente, Sahil Kumar, Byeongung Ahn, Elaine Lee, Nicolas Acosta Amador, Pablo Pérez Diez
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Publication number: 20220179973Abstract: Methods, systems, and computer programs are presented for secure data encryption in a multi-tenant service platform. One method includes an operation for detecting a write request to write index data to storage. The write request is from a first user from a group of users, and the storage is configured to store index data for the group of users. Further, the method includes operations for authenticating that the first user is approved for access to the storage, and for identifying a first encryption key for the first user, where each user from the group of users has a separate encryption key. Further yet, the method includes encrypting the index data with the first encryption key and storing the encrypted index data in the storage.Type: ApplicationFiled: December 7, 2020Publication date: June 9, 2022Inventors: Christopher Swenson, Umair Akeel, Nicolas Acosta Amador, Byeongung Ahn, Liat Dremer
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Publication number: 20220156296Abstract: Methods, systems, and computer programs are presented for searching the content of voice conversations. The conversations are translated into text and analysis of the conversation is performed to identify information in the conversation. The information identified includes turns taking data in the conversation and states identified within each state. A powerful user interface (UI) is provided to review the conversations and add annotations that tag the different turns. Additionally, parameter values are extracted from the text. A powerful search engine is provided with multiple search options, such as searching for text, searching by state within the conversation, searching by parameters extracted from the conversation, or a combination thereof.Type: ApplicationFiled: July 19, 2021Publication date: May 19, 2022Inventors: Luke Percival de Oliveira, Umair Akeel, Alfredo Láinez Rodrigo, Nicolas Acosta Amador, Sahil Kumar, Liat Barda Dremer, Byeongung Ahn, Tyler Cole
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Patent number: 10116733Abstract: Systems and methods for updating a communication routing engine of a multi-tenant communication platform system. Responsive to a feedback message provided by an external system associated with a first account of the communication platform system, a communication routing engine of the communication platform system is updated based on the received feedback message. The feedback message relates to a first communication initiated on behalf of the first account of the communication platform system, and the first communication is initiated with a first communication route. The updated communication routing engine routes communications of a plurality of accounts of the communication platform system.Type: GrantFiled: October 28, 2016Date of Patent: October 30, 2018Assignee: Twilio, Inc.Inventor: Nicolas Acosta Amador
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Publication number: 20170048306Abstract: Systems and methods for updating a communication routing engine of a multi-tenant communication platform system. Responsive to a feedback message provided by an external system associated with a first account of the communication platform system, a communication routing engine of the communication platform system is updated based on the received feedback message. The feedback message relates to a first communication initiated on behalf of the first account of the communication platform system, and the first communication is initiated with a first communication route. The updated communication routing engine routes communications of a plurality of accounts of the communication platform system.Type: ApplicationFiled: October 28, 2016Publication date: February 16, 2017Applicant: Twilio, Inc.Inventor: Nicolas Acosta Amador
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Patent number: 9516101Abstract: Systems and methods for updating a communication routing engine of a multi-tenant communication platform system. Responsive to a feedback message provided by an external system associated with a first account of the communication platform system, a communication routing engine of the communication platform system is updated based on the received feedback message. The feedback message relates to a first communication initiated on behalf of the first account of the communication platform system, and the first communication is initiated with a first communication route. The updated communication routing engine routes communications of a plurality of accounts of the communication platform system.Type: GrantFiled: July 7, 2015Date of Patent: December 6, 2016Assignee: Twilio, Inc.Inventor: Nicolas Acosta Amador
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Patent number: 9253254Abstract: A system and method for offering a delegated platform that includes configuring a partner key of a partner record on a service platform with a partner; creating an account scoped within the partner record; receiving a session authentication request that specifies a partner assertion of a partner authenticated session request of the account; authenticating the session authentication request with the partner key; and rendering an embeddable account portal with a session of the account.Type: GrantFiled: January 14, 2014Date of Patent: February 2, 2016Assignee: Twilio, Inc.Inventors: Matthew Nowack, Timothy Milliron, Nicolas Acosta Amador
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Publication number: 20160006794Abstract: Systems and methods for updating a communication routing engine of a multi-tenant communication platform system. Responsive to a feedback message provided by an external system associated with a first account of the communication platform system, a communication routing engine of the communication platform system is updated based on the received feedback message. The feedback message relates to a first communication initiated on behalf of the first account of the communication platform system, and the first communication is initiated with a first communication route. The updated communication routing engine routes communications of a plurality of accounts of the communication platform system.Type: ApplicationFiled: July 7, 2015Publication date: January 7, 2016Inventor: Nicolas Acosta Amador
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Publication number: 20140201083Abstract: A system and method for offering a delegated platform that includes configuring a partner key of a partner record on a service platform with a partner; creating an account scoped within the partner record; receiving a session authentication request that specifies a partner assertion of a partner authenticated session request of the account; authenticating the session authentication request with the partner key; and rendering an embeddable account portal with a session of the account.Type: ApplicationFiled: January 14, 2014Publication date: July 17, 2014Applicant: Twilio, Inc.Inventors: Matthew Nowack, Timothy Milliron, Nicolas Acosta Amador