Patents by Inventor Parind S. Poi
Parind S. 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: 10410633Abstract: The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.Type: GrantFiled: March 1, 2018Date of Patent: September 10, 2019Assignee: JPMORGAN CHASE BANK, N.A.Inventors: Nicholas M. Lore, Alex Lieberman, Prashant Desai, Parind S. Poi
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Patent number: 10257351Abstract: The invention relates to a customer interaction management system that comprises a memory, an input and a computer processor programmed to: interact, via a first communication channel, with the customer via an automate self-service feature; receive a customer input to opt out of the automated self-service feature; place the customer in a queue with an estimated wait time; determine whether the estimated wait time exceeds a threshold wait time; engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel; and maintain the customer's place in the queue while the customer interacts with the self-service on hold.Type: GrantFiled: October 9, 2018Date of Patent: April 9, 2019Assignee: JPMORGAN CHASE BANK, N.A.Inventors: Prashant Desai, Parind S. Poi
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Publication number: 20190045053Abstract: The invention relates to a customer interaction management system that comprises a memory, an input and a computer processor programmed to: interact, via a first communication channel, with the customer via an automate self-service feature; receive a customer input to opt out of the automated self-service feature; place the customer in a queue with an estimated wait time; determine whether the estimated wait time exceeds a threshold wait time; engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel; and maintain the customer's place in the queue while the customer interacts with the self-service on hold.Type: ApplicationFiled: October 9, 2018Publication date: February 7, 2019Inventors: Prashant DESAI, Parind S. POI
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Patent number: 10129396Abstract: The invention relates to a customer interaction management system that comprises a memory, an input and a computer processor programmed to: interact, via a first communication channel, with the customer via an automate self-service feature; receive a customer input to opt out of the automated self-service feature; place the customer in a queue with an estimated wait time; determine whether the estimated wait time exceeds a threshold wait time; engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel; and maintain the customer's place in the queue while the customer interacts with the self-service on hold.Type: GrantFiled: November 22, 2016Date of Patent: November 13, 2018Assignee: JPMORGAN CHASE BANK, N.A.Inventors: Prashant Desai, Parind S. Poi
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Publication number: 20180190291Abstract: The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.Type: ApplicationFiled: March 1, 2018Publication date: July 5, 2018Inventors: Nicholas M. LORE, Alex LIEBERMAN, Prashant DESAI, Parind S. POI
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Patent number: 9922649Abstract: The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.Type: GrantFiled: August 24, 2016Date of Patent: March 20, 2018Assignee: JPMORGAN CHASE BANK, N.A.Inventors: Nicholas M. LoRe, Alex Lieberman, Prashant Desai, Parind S. Poi
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Patent number: 9247064Abstract: A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.Type: GrantFiled: July 12, 2013Date of Patent: January 26, 2016Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi, Shawn J. Hadley, Paul V. Cunningham
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Patent number: 9106755Abstract: Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.Type: GrantFiled: December 2, 2013Date of Patent: August 11, 2015Assignee: Verizon Patent and Licensing Inc.Inventors: Juan M. Vasquez, Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi
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Patent number: 9020133Abstract: A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents.Type: GrantFiled: December 13, 2012Date of Patent: April 28, 2015Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Shawn J. Hadley, Parind S. Poi
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Publication number: 20150016600Abstract: A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.Type: ApplicationFiled: July 12, 2013Publication date: January 15, 2015Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi, Shawn J. Hadley, Paul V. Cunningham
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Patent number: 8848895Abstract: A system for and method of providing a gateway transfer mechanism is presented. In one exemplary embodiment, the system and method of providing a gateway transfer mechanism may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.Type: GrantFiled: August 25, 2009Date of Patent: September 30, 2014Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Juan M. Vasquez, Meyuresh M. Hegde, Parind S. Poi, Haridas Bhogade
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Patent number: 8837711Abstract: A device may include a communication interface to receive messages, a skills database that includes a skills schedule table, and one or more processors. The one or more processors may detect an event based on one of the messages, determine whether the event satisfies a condition for changing a schedule associated with a skill of a call agent of a call center, modify the schedule in the skills schedule table when the event satisfies the condition for changing the schedule associated with the skill of the call agent, and send a request, based on the modified schedule associated with the skill of the call agent, to an automatic call distribution (ACD) device to change the skill of the call agent from a database of the ACD device.Type: GrantFiled: April 15, 2011Date of Patent: September 16, 2014Assignee: Verizon Patent and Licensing Inc.Inventors: Juan Vasquez, Parind S. Poi, Mayuresh Hegde, Haridas Bhogade, Prashant B. Desai
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Publication number: 20140169549Abstract: A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents.Type: ApplicationFiled: December 13, 2012Publication date: June 19, 2014Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Shawn J. Hadley, Parind S. Poi
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Patent number: 8731172Abstract: Techniques for providing a method and system for trunk independent gateway transfer of calls are disclosed. In one particular exemplary embodiment, the techniques may be realized as a computer implemented method, comprising receiving a call transfer request for a call at a gateway and determining, using a processor of the gateway, whether a trunk to be used for transferring the call requires a transfer command. In the event the trunk requires transfer command, the techniques comprise generating a transfer command, and transferring the call using the transfer command.Type: GrantFiled: April 2, 2013Date of Patent: May 20, 2014Assignee: Verizon Patent and Licensing Inc.Inventors: Juan M. Vasquez, Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi
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Patent number: 8718272Abstract: A method may include receiving a call from a caller and determining whether the caller has previously called a call center. The method may also include identifying, in response to determining that the caller has previously called the call center, an agent that handled the previous call from the caller, and forwarding the call to the agent that handled the previous call.Type: GrantFiled: March 1, 2011Date of Patent: May 6, 2014Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Juan Vasquez, Chadd Thompson, George Gorney, Mayuresh Hegde, Parind S. Poi, Haridas Bhogade
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Publication number: 20140086400Abstract: Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.Type: ApplicationFiled: December 2, 2013Publication date: March 27, 2014Applicant: Verizon Patent and Licensing Inc.Inventors: Juan M. VASQUEZ, Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. POI
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Publication number: 20140037083Abstract: A system for and method of information encoding is presented. The system and method includes encoding information within other information of a protocol, and then decoding the information and performing actions based on the decoded information.Type: ApplicationFiled: October 14, 2013Publication date: February 6, 2014Applicant: Verizon Patent and Licensing Inc.Inventors: Preshant B. DESAI, Juan M. VASQUEZ, Mayuresh Mohan HEGDE, Parind S. POI, Haridas B. BHOGADE
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Patent number: 8621004Abstract: A system for and method of providing a call transfer is presented. In one exemplary embodiment, the system and method of providing a call transfer may comprise receiving, via a network interface, a call at an IP based phone, the call originating from outside a network of the IP based phone, parsing one or more portions of call information to identify a unique network interface indicator associated with the network interface, receiving a request to transfer the call, and transferring the call to the network interface using the unique network interface indicator.Type: GrantFiled: September 24, 2009Date of Patent: December 31, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Juan M. Vasquez, Mayuresh M. Hegde, Parind S. Poi, Haridas Bhogade
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Patent number: 8613099Abstract: A system for and method of system for performing dynamic extension assignment is presented. In one exemplary embodiment, the method may comprise receiving, via a network, an extension assignment request associated with a network endpoint, identifying the network endpoint based on one or more properties of the network endpoint, applying one or more rules to identify an extension to be assigned to the network endpoint based on the one or more properties of the endpoint, and assigning the extension to the network endpoint.Type: GrantFiled: June 25, 2010Date of Patent: December 17, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Mayuresh M. Hegde, Juan M. Vasquez, Parind S. Poi, Haridas Bhogade
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Patent number: 8600032Abstract: Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.Type: GrantFiled: May 30, 2008Date of Patent: December 3, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Juan M. Vasquez, Prashant Desai, Mayuresh Mohan Hegde, Parind S. Poi