Patents by Inventor Patrick J. Daniher

Patrick J. Daniher 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).

  • Objective Training and Evaluation
    Publication number: 20230403358
    Abstract: A system and method configured to generate a simulated caller dialog including a caller intended issue for a scenario for testing a customer service representative (CSR). A simulated caller dialog is presented to the CSR and a CSR response to the simulated caller dialog is received and includes a CSR interpretation of the caller intended issue to the simulated caller dialog. An understanding determination result based on an intent determination recognition score is generated by an intent determination recognition model is generated in response to a comparison of the CSR interpretation of the caller intended issue matching the caller intended issue in the simulated caller dialog. A CSR score is generated for the scenario based on the understanding determination result. The CSR score is recorded to a database.
    Type: Application
    Filed: August 30, 2023
    Publication date: December 14, 2023
    Inventors: Roger A. Caron, Patrick J. Daniher, Christopher K. Hays, Joseph Livingston, Cadesha M. Prawl
  • Objective training and evaluation
    Patent number: 11778095
    Abstract: A system and method configured to generate a simulated caller dialog including a caller intended issue for a scenario for testing a customer service representative (CSR). A simulated caller dialog is presented to the CSR and a CSR response to the simulated caller dialog is received and includes a CSR interpretation of the caller intended issue to the simulated caller dialog. An understanding determination result based on an intent determination recognition score is generated by an intent determination recognition model is generated in response to a comparison of the CSR interpretation of the caller intended issue matching the caller intended issue in the simulated caller dialog. A CSR score is generated for the scenario based on the understanding determination result. The CSR score is recorded to a database.
    Type: Grant
    Filed: August 16, 2022
    Date of Patent: October 3, 2023
    Assignee: CVS Pharmacy, Inc.
    Inventors: Roger A. Caron, Patrick J. Daniher, Christopher K. Hays, Joseph Livingston, Cadesha M. Prawl
  • Objective Training and Evaluation
    Publication number: 20220394130
    Abstract: A system and method configured to generate a simulated caller dialog including a caller intended issue for a scenario for testing a customer service representative (CSR). A simulated caller dialog is presented to the CSR and a CSR response to the simulated caller dialog is received and includes a CSR interpretation of the caller intended issue to the simulated caller dialog. An understanding determination result based on an intent determination recognition score is generated by an intent determination recognition model is generated in response to a comparison of the CSR interpretation of the caller intended issue matching the caller intended issue in the simulated caller dialog. A CSR score is generated for the scenario based on the understanding determination result. The CSR score is recorded to a database.
    Type: Application
    Filed: August 16, 2022
    Publication date: December 8, 2022
    Inventors: Roger A. Caron, Patrick J. Daniher, Christopher K. Hays, Joseph Livingston, Cadesha M. Prawl
  • Objective training and evaluation
    Patent number: 11451664
    Abstract: A system and method configured to generate a simulated caller dialog including a caller intended issue for a scenario for testing a customer service representative (CSR). A simulated caller dialog is presented to the CSR and a CSR response to the simulated caller dialog is received and includes a CSR interpretation of the caller intended issue to the simulated caller dialog. An understanding determination result based on an intent determination recognition score is generated by an intent determination recognition model is generated in response to a comparison of the CSR interpretation of the caller intended issue matching the caller intended issue in the simulated caller dialog. A CSR score is generated for the scenario based on the understanding determination result. The CSR score is recorded to a database.
    Type: Grant
    Filed: October 24, 2019
    Date of Patent: September 20, 2022
    Assignee: CVS Pharmacy, Inc.
    Inventors: Roger A. Caron, Patrick J. Daniher, Christopher K. Hays, Joseph Livingston, Cadesha M. Prawl
  • Objective Training and Evaluation
    Publication number: 20210127004
    Abstract: A system and method configured to generate a simulated caller dialog including a caller intended issue for a scenario for testing a customer service representative (CSR). A simulated caller dialog is presented to the CSR and a CSR response to the simulated caller dialog is received and includes a CSR interpretation of the caller intended issue to the simulated caller dialog. An understanding determination result based on an intent determination recognition score is generated by an intent determination recognition model is generated in response to a comparison of the CSR interpretation of the caller intended issue matching the caller intended issue in the simulated caller dialog. A CSR score is generated for the scenario based on the understanding determination result. The CSR score is recorded to a database.
    Type: Application
    Filed: October 24, 2019
    Publication date: April 29, 2021
    Inventors: Roger A. Caron, Patrick J. Daniher, Christopher K. Hays, Joseph Livingston, Cadesha M. Prawl