Patents by Inventor Pallipuram V. Kannan

Pallipuram V. Kannan 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).

  • Publication number: 20190156838
    Abstract: A method and apparatus for managing agent interactions with customers of an enterprise are disclosed. The method includes generating a value representative of an emotional state of a customer engaged in an ongoing interaction with a virtual agent (VA) associated with the enterprise. The value is generated based, at least in part, on one or more inputs provided by the customer during the ongoing interaction. The value is compared with a predefined emotional threshold range to determine whether the emotional state of the customer is a non-neutral state. The ongoing interaction is deflected to one of a human agent and a specialized VA capable of empathetically handling the ongoing interaction if it is determined that the emotional state of the customer is the non-neutral state.
    Type: Application
    Filed: November 20, 2018
    Publication date: May 23, 2019
    Inventors: Pallipuram V. Kannan, Anand Sinha
  • Publication number: 20190132451
    Abstract: A method and apparatus for facilitating agent interactions with customers of an enterprise are disclosed. One or more intents corresponding to an input provided by a customer during a conversation with a Virtual Agent (VA) are predicted. A confidence score corresponding to each intent is computed. The confidence score is indicative of an ability of the VA to provide an effective response to the input. The confidence score corresponding to each intent is compared with a predefined threshold score. If the confidence score is less than the predefined threshold score, the conversation is deflected from the VA to a human agent to respond to the input of the customer. The conversation is deflected from the human agent to the VA for a subsequent input if a respective confidence score of at least one intent predicted for the subsequent input is greater than or equal to the predefined threshold score.
    Type: Application
    Filed: October 30, 2018
    Publication date: May 2, 2019
    Inventor: Pallipuram V. KANNAN
  • Publication number: 20190124127
    Abstract: A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer's wait time are also provided.
    Type: Application
    Filed: December 20, 2018
    Publication date: April 25, 2019
    Inventors: Pallipuram V. KANNAN, Ravi VIJAYARAGHAVAN
  • Patent number: 10200420
    Abstract: A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer's wait time are also provided.
    Type: Grant
    Filed: September 20, 2013
    Date of Patent: February 5, 2019
    Assignee: [24]7.AI, Inc.
    Inventors: Pallipuram V. Kannan, Ravi Vijayaraghavan
  • Publication number: 20180374108
    Abstract: A computer-implemented method and a system facilitate social recognition of agents. A first user interface (UI) is presented to a customer on a device in proximity to the customer subsequent to a completion of an interaction of the customer with an agent. The first UI comprises one or more survey questions related to a performance of the agent. A determination of whether the performance of the agent satisfies a predetermined condition is performed based on an input received from the customer in response to the one or more survey questions. A second UI is presented to the customer to request the customer to provide an endorsement for the agent if the performance of the agent satisfies the predetermined condition. A posting of the endorsement on one or more social media profiles of the agent is effected upon receiving the endorsement for the agent from the customer.
    Type: Application
    Filed: August 30, 2018
    Publication date: December 27, 2018
    Inventors: Pallipuram V. KANNAN, Ravi VIJAYARAGHAVAN, Kranthi Mitra ADUSUMILLI
  • Publication number: 20180374107
    Abstract: A computer-implemented method and a system facilitate social recognition of agents. A first user interface (UI) is presented to a customer on a device in proximity to the customer subsequent to a completion of an interaction of the customer with an agent. The first UI comprises one or more survey questions related to a performance of the agent. A determination of whether the performance of the agent satisfies a predetermined condition is performed based on an input received from the customer in response to the one or more survey questions. A second UI is presented to the customer to request the customer to provide an endorsement for the agent if the performance of the agent satisfies the predetermined condition. A posting of the endorsement on one or more social media profiles of the agent is effected upon receiving the endorsement for the agent from the customer.
    Type: Application
    Filed: August 30, 2018
    Publication date: December 27, 2018
    Inventors: Pallipuram V. KANNAN, Ravi VIJAYARAGHAVAN, Kranthi Mitra ADUSUMILLI
  • Publication number: 20180359361
    Abstract: In accordance with an example embodiment a computer-implemented method and an apparatus for predicting and tracking of mood changes in textual conversations are provided. The method includes determining, by a processor, one or more mood metrics in each of two or more chat stages of a real-time textual conversation between an agent and a customer. Changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation are tracked by the processor. Further, the method includes determining, by the processor, at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics.
    Type: Application
    Filed: July 26, 2018
    Publication date: December 13, 2018
    Inventors: Pallipuram V. KANNAN, Ravi VIJAYARAGHAVAN, R. Mathangi SRI, Suchana SETH
  • Publication number: 20180315110
    Abstract: Embodiments of the invention provide a nexus between a user's presence within or proximate to a brick and mortar store outside of an explicit user transaction within the store, that is based solely upon the user's presence within the store, and not on any affirmative actions taken by the user by maintaining location awareness of the user and by communicating this awareness in real time, as the user moves from location to location, to brick and mortar stores at or near to the user's location. In this way, embodiments of the invention link the user's virtual presence, for example via the Internet, and all of the user-related information that is available for data mining, for example using big data techniques, to the user's physical presence at a physical location to create an enhanced user experience within the physical location in real time.
    Type: Application
    Filed: July 5, 2018
    Publication date: November 1, 2018
    Inventors: Pallipuram V. KANNAN, Bhupinder SINGH
  • Patent number: 10089639
    Abstract: A user profile is creates, and personalization is provided, by compiling interaction data. The interaction data is compiled to generate a value index or score from a user model. Parameterized data is used to build tools which help decide an engagement strategy and modes of engagement with a user. Several facets relating to the user, such as user behavior, user interests, products bought, intent, chat language, and so on, are compiled to create a user profile based personalization technique. In another embodiment, a unique ID is provided that can be mapped across multiple channels for use by the user to contact various organizations across multiple channels, and thus upgrade the user's experience.
    Type: Grant
    Filed: January 22, 2014
    Date of Patent: October 2, 2018
    Assignee: [24]7.AI, INC.
    Inventors: Pallipuram V. Kannan, Ravi Vijayaraghavan, Kranthi Mitra Adusumilli
  • Publication number: 20180276723
    Abstract: A computer-implemented method and an apparatus for notifying customers of agent's availability is disclosed. An input indicative of a customer seeking an interaction with an agent of an enterprise is received on a first interaction channel. Subsequent to receiving the input, it is determined whether at least one agent is available for interacting with the customer. If no agent is available for interacting with the customer, a status message including an estimate of a waiting time for the interaction with the agent is provided to the customer. Subsequent to detecting the availability of the agent, a notification is provided to the customer for informing the customer of the availability of the agent. An interaction is facilitated between the customer and the agent subsequent to providing the notification to the customer. The interaction is facilitated on the first interaction channel or a second interaction channel different than the first interaction channel.
    Type: Application
    Filed: March 22, 2018
    Publication date: September 27, 2018
    Inventor: Pallipuram V. KANNAN
  • Patent number: 10038786
    Abstract: In accordance with an example embodiment a computer-implemented method and an apparatus for predicting and tracking of mood changes in textual conversations are provided. The method includes determining, by a processor, one or more mood metrics in each of two or more chat stages of a real-time textual conversation between an agent and a customer. Changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation are tracked by the processor. Further, the method includes determining, by the processor, at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics.
    Type: Grant
    Filed: March 4, 2015
    Date of Patent: July 31, 2018
    Assignee: [24]7.ai, Inc.
    Inventors: Pallipuram V. Kannan, Ravi Vijayaraghavan, R. Mathangi Sri, Suchana Seth
  • Publication number: 20180081511
    Abstract: A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.
    Type: Application
    Filed: November 16, 2017
    Publication date: March 22, 2018
    Inventors: Pallipuram V. KANNAN, Mohit JAIN
  • Patent number: 9851872
    Abstract: A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.
    Type: Grant
    Filed: May 6, 2016
    Date of Patent: December 26, 2017
    Assignee: 24/7 CUSTOMER, INC.
    Inventors: Pallipuram V. Kannan, Mohit Jain
  • Patent number: 9851869
    Abstract: A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.
    Type: Grant
    Filed: December 9, 2014
    Date of Patent: December 26, 2017
    Assignee: 24/7 CUSTOMER, INC.
    Inventors: Pallipuram V. Kannan, Mohit Jain
  • Publication number: 20170364930
    Abstract: A computer-implemented method and apparatus for assessing customer value of a customer based on customer interactions with advertisements are disclosed. An initial estimate of a customer value for a customer currently active on a Website related to an enterprise is determined. An estimate of an advertisement spend related to the customer and a propensity of the customer to perform an action in response to an advertisement displayed on the Website is also determined. A revised estimate of the customer value is generated by revising the initial estimate of customer value based on the estimate of advertisement spend related to the customer and the propensity of the customer to perform the action. The revised estimate of customer value is used to facilitate engagement with the customer on the Website.
    Type: Application
    Filed: June 15, 2017
    Publication date: December 21, 2017
    Inventors: Pallipuram V. KANNAN, Kranthi Mitra ADUSUMILLI
  • Publication number: 20170364965
    Abstract: A computer-implemented method and apparatus for facilitating a provisioning of advertisements to customers effects display of one or more advertisements on a Web domain. Each displayed advertisement is configured to offer advertisement related assistance to customers visiting the Web domain. A selection input provided by a customer on an advertisement is received. In response to the receipt of the selection input, the system facilitates customer engagement with a customer support representative associated with an enterprise related to the advertisement. The customer engagement facilitated through the advertisement is configured to provide the advertisement related assistance to the customer.
    Type: Application
    Filed: June 13, 2017
    Publication date: December 21, 2017
    Inventors: Pallipuram V. KANNAN, Bhupinder SINGH, R. Mathangi SRI
  • Publication number: 20170235740
    Abstract: The disclosure is related to mining of text to derive information from the text that is useful for a variety of purposes. The text mining process can be implemented in a service oriented industry such as a call center, where a customer and an agent engage in a dialog, e.g., to discuss product/service related issues. The messages in dialogues between the customers and the agents are tagged with features that describe an aspect of the conversation. The text mining process can mine various dialogues and identify a set of features and messages based on prediction algorithms. The identified set of features and messages can be used to infer an intent of a particular customer for contacting the agent, and to generate a recommendation based on the determined intent.
    Type: Application
    Filed: May 4, 2017
    Publication date: August 17, 2017
    Inventors: Suchana SETH, Bhupinder SINGH, Mathangi Sri RAMACHANDRAN, Ravi VIJAYARAGHAVAN, Pallipuram V. KANNAN
  • Patent number: 9661067
    Abstract: The disclosure is related to mining of text to derive information from the text that is useful for a variety of purposes. The text mining process can be implemented in a service oriented industry such as a call center, where a customer and an agent engage in a dialog, e.g., to discuss product/service related issues. The messages in dialogues between the customers and the agents are tagged with features that describe an aspect of the conversation. The text mining process can mine various dialogues and identify a set of features and messages based on prediction algorithms. The identified set of features and messages can be used to infer an intent of a particular customer for contacting the agent, and to generate a recommendation based on the determined intent.
    Type: Grant
    Filed: December 23, 2014
    Date of Patent: May 23, 2017
    Assignee: 24/7 CUSTOMER, INC.
    Inventors: Suchana Seth, Bhupinder Singh, Mathangi Sri Ramachandran, Ravi Vijayaraghavan, Pallipuram V. Kannan
  • Publication number: 20170140449
    Abstract: A computer-implemented method and an apparatus link customer interactions with customer messaging platforms. An input indicating a request for interaction with an enterprise is received from a customer and in response to the received input, a user interface (UI) is displayed requesting the customer to authenticate a personal identity using login credentials corresponding to at least one third-party messaging platform. A customer interaction is facilitated with the enterprise subsequent to successful authentication of the personal identity. The customer interaction is facilitated on an enterprise interaction channel or a third-party messaging platform from among the at least one third-party messaging platform. The third-party messaging platform corresponds to the login credentials provided by the customer to authenticate the customer's personal identity.
    Type: Application
    Filed: November 10, 2016
    Publication date: May 18, 2017
    Inventor: Pallipuram V. KANNAN
  • Publication number: 20170091780
    Abstract: A computer-implemented method and an apparatus facilitate linking of customer's enterprise-related interactions on non-enterprise related interaction channels to the enterprises. An enterprise-related query provided by a customer of the enterprise on a non-enterprise related interaction channel is received. An enterprise response to the query is provided to the customer on the non-enterprise related interaction channel. The provisioning of the enterprise response on the non-enterprise related interaction channel, at least in part, simulates an effect of provisioning of a reply by the enterprise to the query of the customer on an enterprise interaction channel.
    Type: Application
    Filed: September 27, 2016
    Publication date: March 30, 2017
    Inventor: Pallipuram V. Kannan