Patents by Inventor Nikolay I. Korolev
Nikolay I. Korolev 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: 10986232Abstract: A method for allocating resources to modules of a contact center includes: receiving a first interaction in a first state; determining a first load of a first module of the contact center to be low; in response to determining that the first load is low, routing the first interaction to the first module of the contact center, the first module transitioning the first interaction from the first state to a second state; receiving a second interaction in the first state; determining a second load on the first module of the contact center to be high; and in response to determining that the second load is high, routing the second interaction to a second module configured to transition the second interaction from the first state to the second state, the second module having different resource requirements than the first module.Type: GrantFiled: June 16, 2017Date of Patent: April 20, 2021Inventors: Herbert Willi Artur Ristock, Boris Livshyts, Nikolay I. Korolev, Stefaan Valere Albert Coussement
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Patent number: 10440182Abstract: A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.Type: GrantFiled: May 12, 2017Date of Patent: October 8, 2019Inventors: Sergey Fedorov, Nikolay Anisimov, Herbert Willi Artur Ristock, Vladimir Mezhibovsky, Nikolay I. Korolev, Vadim Dymshyts
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Patent number: 10373171Abstract: A system and method for making engagement offers. A processor monitors a navigation path of a user navigating a website. The processor makes an offer for engagement with the user on a first web page reached by the user upon following the navigation path. The processor monitors a reaction of the user to the offer for engagement, and updates tag data associated with a second web page encountered by the user while traversing the navigation path. The tag data is updated based on the reaction of the user to the offer for engagement.Type: GrantFiled: February 23, 2015Date of Patent: August 6, 2019Inventors: Andriy V. Ryabchun, Nikolay I. Korolev, Herbert Willi Artur Ristock, Bharath Aravamudhan, Conor McGann, Anand Pai Krishnanand Nitin, Bohdan Klepar, Gordon Bell, Francisco Gutierrez, Josef Eric Eisner, Stanislav Lypchanskyy
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Patent number: 10162685Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.Type: GrantFiled: November 20, 2017Date of Patent: December 25, 2018Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
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Publication number: 20180367672Abstract: A method for allocating resources to modules of a contact center includes: receiving a first interaction in a first state; determining a first load of a first module of the contact center to be low; in response to determining that the first load is low, routing the first interaction to the first module of the contact center, the first module transitioning the first interaction from the first state to a second state; receiving a second interaction in the first state; determining a second load on the first module of the contact center to be high; and in response to determining that the second load is high, routing the second interaction to a second module configured to transition the second interaction from the first state to the second state, the second module having different resource requirements than the first module.Type: ApplicationFiled: June 16, 2017Publication date: December 20, 2018Inventors: Herbert Willi Artur Ristock, Boris Livshyts, Nikolay I. Korolev, Stefaan Valere Albert Coussement
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Patent number: 10127321Abstract: A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.Type: GrantFiled: February 23, 2015Date of Patent: November 13, 2018Inventors: Bharath Aravamudhan, Conor McGann, Anand Pai Krishnanand Nitin, Bohdan Klepar, Andriy V. Ryabchun, Gordon Bell, Francisco Gutierrez, Josef Eric Eisner, Nikolay I. Korolev, Herbert Willi Artur Ristock, Stanislav Lypachanskyy
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Patent number: 9998599Abstract: A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.Type: GrantFiled: March 13, 2017Date of Patent: June 12, 2018Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Vadim Dymshyts, Vidas Placiakis, Nikolay I. Korolev, Herbert Willi Artur Ristock
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Publication number: 20180074866Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.Type: ApplicationFiled: November 20, 2017Publication date: March 15, 2018Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
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Publication number: 20180027116Abstract: A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.Type: ApplicationFiled: March 13, 2017Publication date: January 25, 2018Inventors: Vadim Dymshyts, Vidas Placiakis, Nikolay I. Korolev, Herbert Willi Artur Ristock
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Patent number: 9823949Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.Type: GrantFiled: June 29, 2015Date of Patent: November 21, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
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Patent number: 9674361Abstract: Systems and methods are shown for organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects to an agent based on order of priority or workflow strategy.Type: GrantFiled: June 29, 2015Date of Patent: June 6, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
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Patent number: 9596350Abstract: A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.Type: GrantFiled: July 21, 2016Date of Patent: March 14, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Vadim Dymshyts, Vidas Placiakis, Nikolay I. Korolev, Herbert Willi Artur Ristock
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Publication number: 20160381222Abstract: Systems and methods are shown for organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects to an agent based on order of priority or workflow strategy.Type: ApplicationFiled: June 29, 2015Publication date: December 29, 2016Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
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Publication number: 20160378569Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.Type: ApplicationFiled: June 29, 2015Publication date: December 29, 2016Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
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Publication number: 20160247165Abstract: A system and method for making engagement offers. A processor monitors a navigation path of a user navigating a website. The processor makes an offer for engagement with the user on a first web page reached by the user upon following the navigation path. The processor monitors a reaction of the user to the offer for engagement, and updates tag data associated with a second web page encountered by the user while traversing the navigation path. The tag data is updated based on the reaction of the user to the offer for engagement.Type: ApplicationFiled: February 23, 2015Publication date: August 25, 2016Inventors: Andriy V. Ryabchun, Nikolay I. Korolev, Herbert Willi Artur Ristock, Bharath Aravamudhan, Conor McGann, Anand Pai Krishnanand Nitin, Bohdan Klepar, Gordon Bell, Francisco Gutierrez, Josef Eric Eisner, Stanislav Lypchanskyy