Patents by Inventor Paul Segre
Paul Segre 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).
-
Patent number: 10567587Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node.Type: GrantFiled: September 25, 2017Date of Patent: February 18, 2020Inventors: Paul Segre, Gordon Bell, Brian Bischoff, Donald Huovinen, Herbert Willi Artur Ristock
-
Patent number: 10038787Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.Type: GrantFiled: May 6, 2016Date of Patent: July 31, 2018Inventors: Eric Tamblyn, Herbert Willi Artur Ristock, Arnaud LeJeune, Richard McCrossan, Paul Segre, Steve O'Donoghue
-
Patent number: 9912810Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.Type: GrantFiled: June 9, 2016Date of Patent: March 6, 2018Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Paul Segre, Eric Tamblyn, Herbert Willi Artur Ristock, Arnaud LeJeune, Richard McCrossan, Steve O'Donoghue
-
Publication number: 20180013892Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node.Type: ApplicationFiled: September 25, 2017Publication date: January 11, 2018Inventors: Paul SEGRE, Gordon BELL, Brian BISCHOFF, Donald HUOVINEN, Herbert Willi Artur RISTOCK
-
Patent number: 9866693Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.Type: GrantFiled: May 6, 2016Date of Patent: January 9, 2018Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Eric Tamblyn, Herbert Willi Artur Ristock, Arnaud LeJeune, Richard McCrossan, Paul Segre, Steve O'Donoghue
-
Publication number: 20170324866Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.Type: ApplicationFiled: June 9, 2016Publication date: November 9, 2017Inventors: Paul Segre, Eric Tamblyn, Herbert Willi Artur Ristock, Arnaud LeJeune, Richard McCrossan, Steve O'Donoghue
-
Publication number: 20170324867Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.Type: ApplicationFiled: May 6, 2016Publication date: November 9, 2017Inventors: Eric Tamblyn, Herbert Willi Artur Ristock, Arnaud LeJeune, Richard McCrossan, Paul Segre, Steve O'Donoghue
-
Publication number: 20170324868Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.Type: ApplicationFiled: May 6, 2016Publication date: November 9, 2017Inventors: Eric Tamblyn, Herbert Willi Artur Ristock, Arnaud LeJeune, Richard McCrossan, Paul Segre, Steve O'Donoghue
-
Patent number: 9774739Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node.Type: GrantFiled: March 20, 2014Date of Patent: September 26, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Paul Segre, Gordon Bell, Brian Bischoff, Donald Huovinen, Herbert Willi Artur Ristock
-
Patent number: 9588830Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node.Type: GrantFiled: March 20, 2014Date of Patent: March 7, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Paul Segre, Gordon Bell, Brian Bischoff, Donald Huovinen, Herbert Willi Artur Ristock
-
Publication number: 20160364494Abstract: A method for displaying context information on a user device, the method includes: identifying a triggering event associated with a contact; identifying a user associated with the user device; identifying a personalized configuration profile is based on at least one of an attribute of the contact attribute or an attribute of the user; identifying the context information associated with the personalized configuration profile; and retrieving the context information for displaying on the user device.Type: ApplicationFiled: August 29, 2016Publication date: December 15, 2016Inventor: Paul Segre
-
Patent number: 9430757Abstract: A method for displaying context information on a user device, the method includes: identifying a triggering event associated with a contact; identifying a user associated with the user device; identifying a personalized configuration profile is based on at least one of an attribute of the contact attribute or an attribute of the user; identifying the context information associated with the personalized configuration profile; and retrieving the context information for displaying on the user device.Type: GrantFiled: March 13, 2013Date of Patent: August 30, 2016Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventor: Paul Segre
-
Publication number: 20150271331Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node.Type: ApplicationFiled: March 20, 2014Publication date: September 24, 2015Inventors: Paul SEGRE, Gordon BELL, Brian BISCHOFF, Donald HUOVINEN, Herbert Willi Artur RISTOCK
-
Publication number: 20150271249Abstract: A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node.Type: ApplicationFiled: March 20, 2014Publication date: September 24, 2015Inventors: Paul SEGRE, Gordon BELL, Brian BISCHOFF, Donald HUOVINEN, Herbert Willi Artur RISTOCK
-
Publication number: 20140282135Abstract: A method for displaying context information on a user device, the method includes: identifying a triggering event associated with a contact; identifying a user associated with the user device; identifying a personalized configuration profile is based on at least one of an attribute of the contact attribute or an attribute of the user; identifying the context information associated with the personalized configuration profile; and retrieving the context information for displaying on the user device.Type: ApplicationFiled: March 13, 2013Publication date: September 18, 2014Inventor: Paul Segre