Patents by Inventor Roy Vera
Roy Vera 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: 10860957Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.Type: GrantFiled: August 14, 2015Date of Patent: December 8, 2020Assignee: Accenture Global Services LimitedInventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
-
Patent number: 9495666Abstract: A controller provides information regarding end-user dictated content for a plurality of technical support topics to an end-user device prior to the controller receiving any indication of specific technical support required by the end-user. Additionally, the controller provides information regarding available automated technical support to the end-user device prior to the controller receiving any indication of specific technical support required by the end-user. The end-user device provides an indication of selection of at least a portion of the either the information regarding end-user dictated content for a plurality of technical support topics or the information regarding available automated technical support. By providing such information prior to receiving any indication of the specific technical support required by the end-user, the likelihood that the end-user can successfully resolve his/her issue without further intervention is increased.Type: GrantFiled: December 15, 2011Date of Patent: November 15, 2016Assignee: Accenture Global Services LimitedInventors: Xingxin Liu, Roy Vera, Michael P. Duffy, William C. Hall
-
Patent number: 9436744Abstract: A device may receive information that identifies a search query. The device may use the search query to cause a search of internal and external documents to be performed to identify internal and external search results. The device may cause the internal search results and the external search results to be presented for display. The internal search results may be presented for display to visually distinguish the internal search results from the external search results. The device may receive an indication that an external search result has been flagged for review, and may provide a notification that the external search result has been flagged for review. The device may determine that the external search result has been approved for presentation as an internal search result, and may store an indication that the external search result is to be identified as an internal search result for a future search.Type: GrantFiled: May 8, 2014Date of Patent: September 6, 2016Assignee: Accenture Global Services LimitedInventors: Michael P. Duffy, Xingxin Liu, Roy Vera, William C. Hall
-
Publication number: 20150356492Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.Type: ApplicationFiled: August 14, 2015Publication date: December 10, 2015Inventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
-
Patent number: 9195652Abstract: Disclosed are systems and methods for performing real-time language translations. These methods include integration of a plurality of modes of communication that can be implemented by both the sender and recipient of the message. Disclosed embodiments translate an incoming message, for example using a plurality of web-based translators. The system selects the preferred translation and transmits at least the preferred translation to the recipient via the recipient's preferred mode of communication. Disclosed embodiments allow the message recipient to change language selections on-the-fly. Disclosed embodiments enable the recipient to view the alternate translations from the plurality of web-based translators and select a translation of choice. The system uses this crowd sourcing information as feedback to improve the method.Type: GrantFiled: June 8, 2011Date of Patent: November 24, 2015Assignee: Accenture Global Services LimitedInventors: Justin E. Custer, Michael P. Duffy, Frederick T. Lamming, Roy Vera
-
Publication number: 20150324433Abstract: A device may receive information that identifies a search query. The device may use the search query to cause a search of internal and external documents to be performed to identify internal and external search results. The device may cause the internal search results and the external search results to be presented for display. The internal search results may be presented for display to visually distinguish the internal search results from the external search results. The device may receive an indication that an external search result has been flagged for review, and may provide a notification that the external search result has been flagged for review. The device may determine that the external search result has been approved for presentation as an internal search result, and may store an indication that the external search result is to be identified as an internal search result for a future search.Type: ApplicationFiled: May 8, 2014Publication date: November 12, 2015Applicant: Accenture Global Services LimitedInventors: Michael P. DUFFY, Xingxin LIU, Roy VERA, William C. HALL
-
Patent number: 9111246Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.Type: GrantFiled: October 11, 2013Date of Patent: August 18, 2015Assignee: Accenture Global Services LimitedInventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
-
Publication number: 20140039960Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.Type: ApplicationFiled: October 11, 2013Publication date: February 6, 2014Applicant: ACCENTURE GLOBAL SERVICES LIMITEDInventors: Roy VERA, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
-
Patent number: 8577710Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.Type: GrantFiled: January 22, 2013Date of Patent: November 5, 2013Assignee: Accenture Global Service LimitedInventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
-
Publication number: 20130159881Abstract: A controller provides information regarding end-user dictated content for a plurality of technical support topics to an end-user device prior to the controller receiving any indication of specific technical support required by the end-user. Additionally, the controller provides information regarding available automated technical support to the end-user device prior to the controller receiving any indication of specific technical support required by the end-user. The end-user device provides an indication of selection of at least a portion of the either the information regarding end-user dictated content for a plurality of technical support topics or the information regarding available automated technical support. By providing such information prior to receiving any indication of the specific technical support required by the end-user, the likelihood that the end-user can successfully resolve his/her issue without further intervention is increased.Type: ApplicationFiled: December 15, 2011Publication date: June 20, 2013Applicant: Accenture Global Services LimitedInventors: Xingxin Liu, Roy Vera, Michael P. Duffy, William C. Hall
-
Patent number: 8458521Abstract: In a remote technical support system, in response to a request for service, a user device receives an executable application from the technical support controller, which executable application is subsequently invoked at the user device. Additionally, the user device receives configuration information from the technical support controller. The executable application then performs technical support processing of the user device in accordance with the configuration information. The executable application can be configured, based on the configuration information, to engage in dynamic workflow, i.e., to make decisions about what activities to perform based on previous results. Because the configuration information can be selected according to the specific nature of the user device and/or the specific nature of the service request, the executable application can be tailored to best address the requesting end user's needs with minimal attention from a remote technician.Type: GrantFiled: February 15, 2010Date of Patent: June 4, 2013Assignee: Accenture Global Services LimitedInventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
-
Patent number: 8386289Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician. Each service request may be classified into categories such that only remote technicians associated with a given category can handle service requests for that category. Furthermore, the process of selecting a remote technician to handle a given service request can be completely automated or based on individual remote technicians selecting service requests from a preliminary queue.Type: GrantFiled: February 15, 2010Date of Patent: February 26, 2013Assignee: Accenture Global Services LimitedInventors: Roy Vera, Michael P. Duffy, Frederick T. Lamming, Colin M. Tuggle
-
Publication number: 20120316861Abstract: Disclosed are systems and methods for performing real-time language translations. These methods include integration of a plurality of modes of communication that can be implemented by both the sender and recipient of the message. Disclosed embodiments translate an incoming message, for example using a plurality of web-based translators. The system selects the preferred translation and transmits at least the preferred translation to the recipient via the recipient's preferred mode of communication. Disclosed embodiments allow the message recipient to change language selections on-the-fly. Disclosed embodiments enable the recipient to view the alternate translations from the plurality of web-based translators and select a translation of choice. The system uses this crowd sourcing information as feedback to improve the method.Type: ApplicationFiled: June 8, 2011Publication date: December 13, 2012Inventors: Justin E. Custer, Michael P. Duffy, Frederick T. Lamming, Roy Vera
-
Publication number: 20110202798Abstract: In a remote technical support system, in response to a request for service, a user device receives an executable application from the technical support controller, which executable application is subsequently invoked at the user device. Additionally, the user device receives configuration information from the technical support controller. The executable application then performs technical support processing of the user device in accordance with the configuration information. The executable application can be configured, based on the configuration information, to engage in dynamic workflow, i.e., to make decisions about what activities to perform based on previous results. Because the configuration information can be selected according to the specific nature of the user device and/or the specific nature of the service request, the executable application can be tailored to best address the requesting end user's needs with minimal attention from a remote technician.Type: ApplicationFiled: February 15, 2010Publication date: August 18, 2011Applicant: ACCENTURE GLOBAL SERVICES GMBHInventors: Roy VERA, Michael P. DUFFY, Frederick T. LAMMING, Colin M. TUGGLE
-
Publication number: 20110202380Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician. Each service request may be classified into categories such that only remote technicians associated with a given category can handle service requests for that category. Furthermore, the process of selecting a remote technician to handle a given service request can be completely automated or based on individual remote technicians selecting service requests from a preliminary queue.Type: ApplicationFiled: February 15, 2010Publication date: August 18, 2011Inventors: Roy VERA, Michael P. DUFFY, Frederick T. LAMMING, Colin M. TUGGLE