Patents by Inventor Satyen Hingorani

Satyen Hingorani 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).

  • Identifying escalation events in communication sessions
    Patent number: 9185222
    Abstract: Embodiments provide communication session analysis and intervention methods and systems. Exemplary methods include monitoring a communication session conducted by a first customer service agent, providing script items to the first customer service agent, receiving session information associated with the communication session, identifying an escalation event in the session information, during the communication session, using on one or more predetermined communication criteria, and inviting a second customer service agent to join the communication session, in response to the escalation event.
    Type: Grant
    Filed: April 30, 2014
    Date of Patent: November 10, 2015
    Assignee: Avaya Inc.
    Inventors: Jayesh Govindarajan, Satyen Hingorani, Vyankatesh Deshpande, Ravishankar Palaparthi
  • IDENTIFYING ESCALATION EVENTS IN COMMUNICATION SESSIONS
    Publication number: 20150319307
    Abstract: Embodiments provide communication session analysis and intervention methods and systems. Exemplary methods include monitoring a communication session conducted by a first customer service agent, providing script items to the first customer service agent, receiving session information associated with the communication session, identifying an escalation event in the session information, during the communication session, using on one or more predetermined communication criteria, and inviting a second customer service agent to join the communication session, in response to the escalation event.
    Type: Application
    Filed: April 30, 2014
    Publication date: November 5, 2015
    Applicant: Avaya Inc.
    Inventors: Jayesh GOVINDARAJAN, Satyen HINGORANI, Vyankatesh DESHPANDE, Ravishankar PALAPARTHI
  • Method and system for initiating an outbound communication from a service provider responsive to a user activity with respect to a network resource
    Patent number: 6708215
    Abstract: A method of facilitating an outbound customer interaction involves monitoring user access activity, and automatically accumulating access data concerning such user access activity, with respect to a resource retrieved from one or more network locations (e.g., identified by URLs). The user access to the one or more network locations typically occurs via a user device coupled to a network to facilitate the access to the network locations. A trigger event is then detected based on the user access activity as reflected by the accumulated access data.
    Type: Grant
    Filed: August 2, 2000
    Date of Patent: March 16, 2004
    Assignee: Aspect Communications
    Inventors: Satyen Hingorani, Gary Barnett