Patents by Inventor Rahul VYAS

Rahul VYAS 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: 20220358439
    Abstract: There is thus provided a computerized-method for calculating a Repeated-Information-Request (RIR) score of an interaction in a contact center, by which a related interaction-recording is filtered for evaluation. The computerized-method is operating in a computerized-system which includes a processor, a data-storage and a memory to store the data-storage. The processor is operating a RIR score calculation module. The operating of the RIR score calculation module includes: (i) retrieving from the data-storage an interaction-recording and an interaction-recording-length thereof; (ii) operating a module on the retrieved interaction-recording to count a number of requests to repeat information; (iii) calculating a RIR score according to the number of requests to repeat information and the interaction-recording-length; and (iv) storing the RIR score of the retrieved interaction-recording in the data-storage.
    Type: Application
    Filed: May 6, 2021
    Publication date: November 10, 2022
    Inventors: Harshit Sharma, Rahul Vyas, Salil Dhawan
  • Publication number: 20220300886
    Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction. (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.
    Type: Application
    Filed: June 7, 2022
    Publication date: September 22, 2022
    Inventors: Salil DHAWAN, Harshit Kumar SHARMA, Rahul VYAS
  • Publication number: 20220292504
    Abstract: The present disclosure discloses a method and system for dynamically processing financial transactions. The method includes receiving a transaction request including at least one unique identifier field to transfer payment into an account associated with a payment instrument and authorizing the transaction request based on one or more predetermined rules. The payment instrument is used at an electronic device by a merchant for transfer of the payment from a merchant account. Thereafter, the method includes generating a direct fund transfer message based on the at least one unique identifier field upon authorization of the transaction request and transmitting the direct fund transfer message to an issuer associated with the merchant account for authentication of the direct fund transfer message. Lastly, the method includes transferring dynamically the payment from the merchant account to the account associated with the payment instrument when the direct fund transfer message is authenticated by the issuer.
    Type: Application
    Filed: March 12, 2021
    Publication date: September 15, 2022
    Inventors: Rohit Sukhija, Rahul Singhal, Surendra Vyas
  • Publication number: 20220256433
    Abstract: Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.
    Type: Application
    Filed: April 27, 2022
    Publication date: August 11, 2022
    Inventors: Salil DHAWAN, Ashish SETH, Sebastien Roland MANCEL, Tushar DESHMUKH, Deepak TIWARI, Saiprasad VYAWAHARE, Omkar Shrihari JOGLEKAR, Mukesh Kumar AGARWAL, Rahul VYAS
  • Patent number: 11386382
    Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction; (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.
    Type: Grant
    Filed: December 17, 2020
    Date of Patent: July 12, 2022
    Assignee: NICE LTD
    Inventors: Salil Dhawan, Harshit Kumar Sharma, Rahul Vyas
  • Publication number: 20220207457
    Abstract: A computerized-method for gauging agent's self-assessment effectiveness, is provided herein. The computerized-method includes for each interaction (i) operating a Self-assessment Consolidation module to calculate a confidence-interval for each data-point of one or more preconfigured data-points, and (ii) operating a Self-assessment Divergence Determinant (SDD) module. The operating of the SDD includes: retrieving one or more data-points of the interaction; for each data-point retrieving the confidence interval; setting a divergence-indicator as zero, when the data point is within the confidence-interval; setting the divergence-indicator as a subtraction of the data point from the calculated lower-bound, when the data-point is lower than the lower-bound of the confidence-interval; and setting the divergence-indicator as a subtraction of the calculated upper-bound from the data-point, when the data-point is greater than the upper-bound of the confidence-interval.
    Type: Application
    Filed: December 29, 2020
    Publication date: June 30, 2022
    Inventors: Harshit Kumar SHARMA, Salil DHAWAN, Rahul VYAS
  • Publication number: 20220198364
    Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction; (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.
    Type: Application
    Filed: December 17, 2020
    Publication date: June 23, 2022
    Inventors: Salil DHAWAN, Harshit Kumar Sharma, Rahul Vyas
  • Patent number: 11367089
    Abstract: A computerized-method for generating a machine-learning model to determine genuineness of customer feedback to filter-out, non-genuine agent recording segments from evaluation. The computerized-method includes generating a Genuineness Opinion Score (GOS) model. The generating of GOS model includes: (a) a data manipulation phase; (b) a data visualization and analysis phase, and (c) a feature augmentation phase for sorting the variables in a set of unique and relevant variables into two categories: estimated variables and anticipated variables. The estimated variables are used for calculation of a GOS of an interaction that is received in a contact center and the anticipated variables are used for calculation of a threshold of said GOS.
    Type: Grant
    Filed: March 16, 2020
    Date of Patent: June 21, 2022
    Assignee: NICE LTD
    Inventors: Salil Dhawan, Rahul Vyas
  • Publication number: 20220191327
    Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard dining the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.
    Type: Application
    Filed: March 7, 2022
    Publication date: June 16, 2022
    Inventors: Salil DHAWAN, Rahul VYAS
  • Patent number: 11337133
    Abstract: Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.
    Type: Grant
    Filed: February 8, 2021
    Date of Patent: May 17, 2022
    Assignee: INCONTACT INC.
    Inventors: Salil Dhawan, Ashish Seth, Sebastien Roland Mancel, Tushar Deshmukh, Deepak Tiwari, Saiprasad Vyawahare, Omkar Shrihari Joglekar, Mukesh Kumar Agarwal, Rahul Vyas
  • Patent number: 11310364
    Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.
    Type: Grant
    Filed: March 22, 2021
    Date of Patent: April 19, 2022
    Assignee: NICE LTD
    Inventors: Salil Dhawan, Rahul Vyas
  • Publication number: 20220092512
    Abstract: A computerized-method for calculating a hold factor of an interaction in a call center, by which related agent recording segments may be filtered for evaluation is provided herein. The computerized-method include: operating a Hold Factor Calculation (HFC) model for an interaction. The HFC model include receiving agent recording segments of the interaction and then collecting data fields of: (i) skills of agent; and (ii) interaction metadata. Then, checking to determine if hold time has occurred in the received agent recording segments and when it is determined that hold time has occurred the HFC is: (a) calculating a hold-ratio; (b) calculating a conversation score based on the collected data fields; (c) dividing the calculated hold ratio by the calculated conversation score to yield a hold factor; and (d) sending the yielded hold factor to a quality planner microservice by which the quality planner is preconfigured to distribute the interaction for evaluation.
    Type: Application
    Filed: September 21, 2020
    Publication date: March 24, 2022
    Inventors: Salil DHAWAN, Rahul VYAS
  • Publication number: 20220074935
    Abstract: A computer-implemented method for determining a hygiene condition of an interior space is described. The method has the steps of: a) obtaining relative abundance of at least one bacterium of human health concern in an interior space; b) generating a Microbial Index of Interior Space (“Microbial Index”) for the interior space based on the relative abundance; and c) displaying an output indicative of the Microbial Index for determining a hygiene condition of the interior space. The Microbial Index is characterized by a function of the relative abundance of the at least one bacterium of human health concern defined by F(?i=1NPi), wherein N: Number of bacteria of human health concern identified in a microbial community in the interior space; P: Relative abundance of i-th bacteria of human health concern in the microbial community.
    Type: Application
    Filed: September 10, 2021
    Publication date: March 10, 2022
    Inventors: Jiquan LIU, Tze Hau LAM, He ZHAO, Rahul VYAS, Garima CHAUHAN, Jian XU, Pengfei ZHU
  • Publication number: 20220047754
    Abstract: A volatile composition dispenser includes a housing having opposing first and second walls that are joined along their peripheries to one another. The first wall has an aperture and the second wall has a plurality of apertures. Within the housing, rests a volatile composition cartridge and a gap, which exists between the cartridge and a bottom surface of the housing, wherein said bottom surface is formed from a joinder of a base portion of one or both of the first and second walls, and wherein, upon activation, the exposure percentage of the dispenser is from about 40% to about 90%; wherein at least about 60% of the total surface area of the plurality of apertures results from individual apertures of said plurality that each have an area of at least 30 mm2 and an aspect ratio of at least about 1:2.
    Type: Application
    Filed: November 1, 2021
    Publication date: February 17, 2022
    Inventors: Hua HU, Rahul VYAS
  • Publication number: 20220016295
    Abstract: The gel compositions as described herein, are less affected by changes in humidity, are readily formed into complex shapes, and can contain high loadings of the hydrophobic material, even when the material is not highly hydrophobic, and provide a more controlled release of the hydrophobic material.
    Type: Application
    Filed: September 30, 2021
    Publication date: January 20, 2022
    Inventors: Susana FERNANDEZ PRIETO, Jose Maria FRANCO, Emiliano FRATINI, Craig JAMES, Inmaculada MARTINEZ GARCIA, Denis Gerard O'SULLIVAN, Gaurav SAINI, Harshal Diliprao SANTAN, Johan SMETS, Rahul VYAS
  • Publication number: 20220002633
    Abstract: A volatile composition having: (i) greater than 30% of a scented hydrophobic material by weight of the volatile composition, wherein the scented hydrophobic material comprises one or more volatile compounds; and (ii) greater than 20% of a regulating scent intensity (RIS) composition by weight of the volatile composition. The RIS composition has at least two of: a first regulating scent intensity component (RIS component) having a high average vapor pressure (VP); a second RIS component having a medium average VP; and a third RIS component having a low average VP; The average VP of each of said one or more volatile compounds is lower than at least one of the high, medium and low average VPs of the first, second and third RIS components at the same temperature.
    Type: Application
    Filed: June 22, 2021
    Publication date: January 6, 2022
    Inventors: Rahul VYAS, Desmond NG, Garima CHAUHAN, Gaurav SAINI
  • Publication number: 20220002632
    Abstract: A scent intensity regulating composition (RIS composition). The RIS composition includes at least two of: a first scent intensity regulating component (RIS component) having an average vapor pressure (VP) greater than 0.3 Torr at 25° C.; a second RIS component having an average VP from 0.07 to 0.3 Torr at 25° C.; and a third RIS component having an average VP from 0.0099 to 0.07 Torr at 25° C. Each of the first, second, and third RIS components is characterized by an Odor Detection Threshold (ODT) of greater than 20 ppb.
    Type: Application
    Filed: June 22, 2021
    Publication date: January 6, 2022
    Inventors: Rahul VYAS, Desmond NG, Garima CHAUHAN, Gaurav SAINI
  • Patent number: 11207440
    Abstract: A volatile composition dispenser includes a housing having opposing first and second walls that are joined along their peripheries to one another. The first wall has an aperture and the second wall has a plurality of apertures. Within the housing, rests a volatile composition cartridge and a gap, which exists between the cartridge and a bottom surface of the housing, wherein said bottom surface is formed from a joinder of a base portion of one or both of the first and second walls, and wherein, upon activation, the exposure percentage of the dispenser is from about 40% to about 90%; wherein at least about 60% of the total surface area of the plurality of apertures results from individual apertures of said plurality that each have an area of at least 30 mm2 and an aspect ratio of at least about 1:2.
    Type: Grant
    Filed: October 8, 2019
    Date of Patent: December 28, 2021
    Assignee: The Procter & Gamble Company
    Inventors: Hua Hu, Rahul Vyas
  • Publication number: 20210360108
    Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.
    Type: Application
    Filed: March 22, 2021
    Publication date: November 18, 2021
    Inventors: Salil DHAWAN, Rahul Vyas
  • Patent number: 11173224
    Abstract: The gel compositions as described herein, are less affected by changes in humidity, are readily formed into complex shapes, and can contain high loadings of the hydrophobic material, even when the material is not highly hydrophobic, and provide a more controlled release of the hydrophobic material. It is believed that the slow release is achieved by forming the gel to have a tight cross-linked network with small pore-size. The pore size is correlated to the average correlation length as measured using Small Angle X-Ray Scattering (SAXS). By limiting the average correlation length to less than 8 nm, preferably from 0.3 nm to 8 nm, more preferably from 0.3 nm to 4 nm, a long lasting release of the hydrophobic material is achieved, rather than a blooming effect, whereby the hydrophobic material is released in a short burst.
    Type: Grant
    Filed: July 9, 2018
    Date of Patent: November 16, 2021
    Assignee: The Procter & Gamble Company
    Inventors: Susana Fernandez Prieto, Jose Maria Franco, Emiliano Fratini, Craig James, Inmaculada Martinez Garcia, Denis Gerard O'Sullivan, Gaurav Saini, Harshal Diliprao Santan, Johan Smets, Rahul Vyas