Patents by Inventor Sajith Gopal Kaimal

Sajith Gopal Kaimal 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).

  • Systems and methods supervisor whisper coaching priority recommendation engine for contact centers
    Patent number: 11170336
    Abstract: A ranking of customer service interactions sessions that may benefit from supervisor input is provided. The customer service interactions sessions involve a Customer Service Representative (CSR), engaged in a customer service interaction with a customer. First, customer service interaction sessions, at a contact center server, between the CSRs and the customers begin. Data streams from CSR computer(s) to customer computer(s) are sent. Other data streams from the customer computers are received. The data streams are analyzed by a supervisor recommendation engine. Based on the analysis, the supervisor recommendation engine generates a ranking of customer service interactions sessions that would benefit most from supervisor input.
    Type: Grant
    Filed: June 13, 2019
    Date of Patent: November 9, 2021
    Assignee: CISCO TECHNOLOGY, INC.
    Inventors: Sajith Gopal Kaimal, Srinivasa Subramanyam Pulugurtha
  • SYSTEMS AND METHODS SUPERVISOR WHISPER COACHING PRIORITY RECOMMENDATION ENGINE FOR CONTACT CENTERS
    Publication number: 20200394590
    Abstract: A ranking of customer service interactions sessions that may benefit from supervisor input is provided. The customer service interactions sessions involve a Customer Service Representative (CSR), engaged in a customer service interaction with a customer. First, customer service interaction sessions, at a contact center server, between the CSRs and the customers begin. Data streams from CSR computer(s) to customer computer(s) are sent. Other data streams from the customer computers are received. The data streams are analyzed by a supervisor recommendation engine. Based on the analysis, the supervisor recommendation engine generates a ranking of customer service interactions sessions that would benefit most from supervisor input.
    Type: Application
    Filed: June 13, 2019
    Publication date: December 17, 2020
    Applicant: Cisco Technology, Inc.
    Inventors: Sajith Gopal Kaimal, Srinivasa Subramanyam Pulugurtha
  • SYSTEMS AND METHODS FOR AUTOMATED WHISPER COACHING
    Publication number: 20200364724
    Abstract: Automated whisper coaching for a Customer Service Representative (CSR), engaged in a customer service interaction with a customer, is provided. First, a customer service interaction session, at a contact center server, between the CSR and the customer begins. A first data stream from a CSR computer to a customer computer is sent. A second data stream from the customer computer is received. The first data stream and the second data stream are analyzed by a supervisor BOT. Based on the analysis, the supervisor BOT provides automated whisper coaching to the CSR computer.
    Type: Application
    Filed: May 16, 2019
    Publication date: November 19, 2020
    Applicant: Cisco Technology, Inc.
    Inventors: Srinivasa Subramanyam Pulugurtha, Sajith Gopal Kaimal