Patents by Inventor Parind Poi
Parind Poi 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: 9020131Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.Type: GrantFiled: February 10, 2014Date of Patent: April 28, 2015Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant Desai, Mayuresh Hegde, Manah M. Khalil, Parind Poi, Shawn J. Hadley, Paul V. Cunningham
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Publication number: 20140153703Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.Type: ApplicationFiled: February 10, 2014Publication date: June 5, 2014Applicant: Verizon Patent and Licensing Inc.Inventors: Prashant Desai, Mayuresh Hegde, Manah M. Khalil, Parind Poi, Shawn J. Hadley, Paul V. Cunningham
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Patent number: 8488750Abstract: A speech recognition process and system are used for interactive telecommunication. A caller is prompted for input. Each of the phrases represents a destination for routing the call. The response utterance is matched by the system to one of the phrases and the call is routed to the corresponding destination. If the call thereafter has been redirected to a destination representing another of the phrases, speech recognition training data are generated for mapping the utterance to the redirected destination.Type: GrantFiled: November 16, 2011Date of Patent: July 16, 2013Assignee: Verizon Patent and Licensing Inc.Inventor: Parind Poi
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Patent number: 8477909Abstract: A device may automatically place a call to a call routing device based on one of a list of numbers or addresses. The call may be forwarded by the call routing device to a call agent device. The device may also establish a session with the call agent device to which the call is forwarded by the call routing device and automatically receive, from the call agent device, a message that includes an identifier for a virtual call agent. The device may extract the identifier from the received message, compare the extracted identifier to an identifier that is associated with the call, and determine whether the call routing device correctly forwarded the call based on the comparison.Type: GrantFiled: August 16, 2010Date of Patent: July 2, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Parind Poi, Prashant Desai, Mayuresh Hegde, Juan Vasquez, Haridas Bhogade
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Patent number: 8442207Abstract: An approach is provided for initiating a service observing session by tracking a number of concurrent service observing sessions to an automatic call distributor, and selectively restricting the number of concurrent sessions based on a predetermined restriction criterion. Each of the service observing sessions is established for a user to monitor a voice call involving an agent.Type: GrantFiled: March 15, 2011Date of Patent: May 14, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Mayuresh Hegde, Parind Poi, Prashant Desai, Juan Vasquez
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Publication number: 20120237016Abstract: An approach is provided for initiating a service observing session by tracking a number of concurrent service observing sessions to an automatic call distributor, and selectively restricting the number of concurrent sessions based on a predetermined restriction criterion. Each of the service observing sessions is established for a user to monitor a voice call involving an agent.Type: ApplicationFiled: March 15, 2011Publication date: September 20, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Mayuresh Hegde, Parind Poi, Prashant Desai, Juan Vasquez
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Patent number: 8200189Abstract: A method includes receiving at a voice portal a telephone call from a caller and acquiring from the caller a billing telephone number. The method also includes determining, based on the billing telephone number, that the telephone call should be transferred to a specific call center; identifying an exchange number for the specific call center; assembling a refer message based on the billing telephone number and the exchange number of the specific call center; and sending the refer message to a network device.Type: GrantFiled: June 19, 2008Date of Patent: June 12, 2012Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant Desai, Juan Vasquez, Mayuresh Mohan Hegde, Parind Poi
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Patent number: 8196092Abstract: A method, system, and computer program product are provided for generating an Extensible Stylesheet Language (XSL) dialog modules (XDM). Voice Extensible Markup Language (VoiceXML) documents operating under voice portal applications employ a series of dialog modules that facilitate operational flow through the application by invoking specific caller-centric events. These dialog modules are divided into two components—XML and XSL dialog modules. The division of the modules causes a clean separation between data (the XML component) and behavior (the XSL component). The XSL component in conjunction with an XML framework operable with the XSL component forms an XDM. Because behavioral aspects remain consistent from application to application, a library of XDMs can be provided to facilitate reuse, thereby minimizing redundancy and reducing development time and cost, and facilitating rapid market entry for organizational products.Type: GrantFiled: June 14, 2007Date of Patent: June 5, 2012Assignee: Verizon Patent and Licensing Inc.Inventors: Parind Poi, Prashant Kamath
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Publication number: 20120099713Abstract: A speech recognition process and system are used for interactive telecommunication. A caller is prompted for input. Each of the phrases represents a destination for routing the call. The response utterance is matched by the system to one of the phrases and the call is routed to the corresponding destination. If the call thereafter has been redirected to a destination representing another of the phrases, speech recognition training data are generated for mapping the utterance to the redirected destination.Type: ApplicationFiled: November 16, 2011Publication date: April 26, 2012Applicant: Verizon Patent and Licensing Inc.Inventor: Parind Poi
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Publication number: 20120039448Abstract: A device may automatically place a call to a call routing device based on one of a list of numbers or addresses. The call may be forwarded by the call routing device to a call agent device. The device may also establish a session with the call agent device to which the call is forwarded by the call routing device and automatically receive, from the call agent device, a message that includes an identifier for a virtual call agent. The device may extract the identifier from the received message, compare the extracted identifier to an identifier that is associated with the call, and determine whether the call routing device correctly forwarded the call based on the comparison.Type: ApplicationFiled: August 16, 2010Publication date: February 16, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Parind Poi, Prashant Desai, Mayuresh Hegde, Juan Vasquez, Haridas Bhogade
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Patent number: 8077835Abstract: A speech recognition process and system are used for interactive telecommunication. A caller is prompted for input. Each of the phrases represents a destination for routing the call. The response utterance is matched by the system to one of the phrases and the call is routed to the corresponding destination. If the call thereafter has been redirected to a destination representing another of the phrases, speech recognition training data are generated for mapping the utterance to the redirected destination.Type: GrantFiled: March 30, 2007Date of Patent: December 13, 2011Assignee: Verizon Patent and Licensing Inc.Inventor: Parind Poi
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Publication number: 20090318111Abstract: A method includes receiving at a voice portal a telephone call from a caller and acquiring from the caller a billing telephone number. The method also includes determining, based on the billing telephone number, that the telephone call should be transferred to a specific call center; identifying an exchange number for the specific call center; assembling a refer message based on the billing telephone number and the exchange number of the specific call center; and sending the refer message to a network device.Type: ApplicationFiled: June 19, 2008Publication date: December 24, 2009Applicant: VERIZON DATA SERVICES LLCInventors: Prashanl DESAI, Juan VASQUEZ, Mayuresh Mohan HEGDE, Parind POI
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Publication number: 20080313606Abstract: A method, system, and computer program product are provided for generating an XDM. VoiceXML documents operating under voice portal applications employ a series of dialog modules that facilitate operational flow through the application by invoking specific caller-centric events. These dialog modules are divided into two components—XML and XSL dialog modules. The division of the modules causes a clean separation between data (the XML component) and behavior (the XSL component). The XSL component in conjunction with an XML framework operable with the XSL component forms an XDM. Because behavioral aspects remain consistent from application to application, a library of XDMs can be provided to facilitate reuse, thereby minimizing redundancy and reducing development time and cost, and facilitating rapid market entry for organizational products.Type: ApplicationFiled: June 14, 2007Publication date: December 18, 2008Applicant: Verizon Data Services Inc.Inventors: Parind Poi, Prashant Kamath
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Publication number: 20080243498Abstract: An interactive speech recognition process and system is disclosed. A user is prompted for selection of one of a number designated phrases represented in a grammar database. Speech recognition processing is applied to an uttered response from the user to match data in the grammar database, thereby identifying the selected phrase. The user is requested to confirm a determined match. If the match is not confirmed, the data corresponding to the matched phrase is removed from the grammar database and the user is re-prompted to select from the remaining phrases.Type: ApplicationFiled: March 30, 2007Publication date: October 2, 2008Applicant: Verizon Data Services, Inc.Inventors: Parind Poi, Prashant Kamath, Parijat Sharma
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Publication number: 20080243504Abstract: An interactive speech recognition training process and system is disclosed. A speech recognition process is applied to a received speaker utterance. Utterance data are matched by the system with data in a grammar database and the speaker is requested to confirm a determined match. If the system determines from the speaker's response that the match is not confirmed, a negative score is assigned to the utterance data. If the match is determined by the system to be confirmed, a positive score is assigned to the utterance data. Scores for a plurality of such speaker utterances are accumulated in a log file, the accumulated scores used to adjust acoustic models for the grammar database.Type: ApplicationFiled: March 30, 2007Publication date: October 2, 2008Applicant: Verizon Data Services, Inc.Inventor: Parind Poi
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Publication number: 20080243499Abstract: An interactive speech recognition training process and system is disclosed. A speech recognition process is applied to a received speaker utterance. Utterance data are matched by the system with data in a grammar database and the speaker is requested to confirm a determined match. If the system determines from the speaker's response that the match is not confirmed, a negative score is assigned to the utterance data. If the match is determined by the system to be confirmed, a positive score is assigned to the utterance data. Scores for a plurality of such speaker utterances are accumulated in a log file, the accumulated scores used to adjust acoustic models for the grammar database.Type: ApplicationFiled: March 30, 2007Publication date: October 2, 2008Applicant: Verizon Data Services, Inc.Inventor: Parind POI
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Publication number: 20080240395Abstract: A speech recognition process and system are used for interactive telecommunication. A caller is prompted for input. Each of the phrases represents a destination for routing the call. The response utterance is matched by the system to one of the phrases and the call is routed to the corresponding destination. If the call thereafter has been redirected to a destination representing another of the phrases, speech recognition training data are generated for mapping the utterance to the redirected destination.Type: ApplicationFiled: March 30, 2007Publication date: October 2, 2008Applicant: Verizon Data Services, Inc.Inventor: Parind Poi