Patents by Inventor Rafael Luis Piva

Rafael Luis Piva 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: 20190279256
    Abstract: A real-time or non-real-time communication from a customer communication endpoint is received. A work item is generated that represents the real-time or non-real-time communication. For example, a real-time voice communication is received and tracked in a contact center as a work item. First data from an external data service provider (DSP) is consumed. For example, the first data is received from an Experian® data service. The first data is natively provided by the external DSP in a first format. For example, the first format may be in Extended Markup Language (XML). The first data is converted into second data in a second format for use in a contact center. The second data in the second format is used to: 1) select a first offer from multiple offers; and 2) route the work item and the first selected offer to a communication element (e.g., an agent communication endpoint).
    Type: Application
    Filed: January 25, 2019
    Publication date: September 12, 2019
    Inventors: Michael Sisselman, Oliver Huber, Wen-Hua Ju, Rafael Luis Piva, Andre Aragao