Patents by Inventor Tiago Paiva

Tiago Paiva 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).

  • AGENT SCORING FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210136211
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva
  • INTELLIGENT RECONNECT IN A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210136217
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva
  • VIRTUAL AGENTS WITHIN A CLOUD-BASED CONTACT CENTER
    Publication number: 20210136204
    Abstract: A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.
    Type: Application
    Filed: October 30, 2019
    Publication date: May 6, 2021
    Inventors: Jafar Adibi, Tiago Paiva, Bruno Antunes
  • METHODS AND SYSTEMS FOR VIRTUAL AGENTS TO CHECK CALLER IDENTITY VIA MULTI CHANNELS
    Publication number: 20210133764
    Abstract: A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.
    Type: Application
    Filed: October 30, 2019
    Publication date: May 6, 2021
    Inventors: Jafar Adibi, Tiago Paiva, Bruno Antunes
  • MONITORING AND LISTENING TOOLS ACROSS OMNI-CHANNEL INPUTS IN A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210136220
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva
  • CUSTOMER JOURNEY SCORING FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210136212
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva
  • GRAPHICAL PROGRAMMING AND TRANSLATION IN A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210136219
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva
  • METHODS AND SYSTEMS FOR SOCIALLY AWARE VIRTUAL AGENTS
    Publication number: 20210133763
    Abstract: A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.
    Type: Application
    Filed: October 30, 2019
    Publication date: May 6, 2021
    Inventors: Jafar Adibi, Tiago Paiva, Bruno Antunes
  • METHODS AND SYSTEMS FOR PERSONALIZED VIRTUAL AGENTS TO LEARN FROM CUSTOMERS
    Publication number: 20210134282
    Abstract: A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.
    Type: Application
    Filed: October 30, 2019
    Publication date: May 6, 2021
    Inventors: Jafar Adibi, Tiago Paiva, Bruno Antunes
  • METHOD OF GRAPHICAL PROGRAMMING FOR AN INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210136210
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva
  • VIRTUAL AGENTS WITHIN A CLOUD-BASED CONTACT CENTER
    Publication number: 20210136206
    Abstract: A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.
    Type: Application
    Filed: October 30, 2019
    Publication date: May 6, 2021
    Inventors: Jafar Adibi, Tiago Paiva, Bruno Antunes
  • BROWSER APPLICATION FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210136214
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva
  • DATA EXPLORER FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210136218
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva
  • METHODS AND SYSTEMS FOR VIRTUAL AGENTS TO CHECK CALLER IDENTITY VIA MULTI CHANNELS
    Publication number: 20210136209
    Abstract: A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.
    Type: Application
    Filed: October 30, 2019
    Publication date: May 6, 2021
    Inventors: Jafar Adibi, Tiago Paiva, Bruno Antunes
  • METHODS AND SYSTEMS FOR VIRTUAL AGENT TO UNDERSTAND AND DETECT SPAMMERS, FRAUD CALLS, AND AUTO DIALERS
    Publication number: 20210136195
    Abstract: A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.
    Type: Application
    Filed: October 30, 2019
    Publication date: May 6, 2021
    Inventors: Jafar Adibi, Tiago Paiva, Bruno Antunes
  • CHANNEL SWITCHING IN A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210132751
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva
  • GEOGRAPHICAL TRAFFIC SPLITTER FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210136215
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva
  • METHODS AND SYSTEMS OF VIRTUAL AGENT REAL-TIME RECOMMENDATION, SUGGESTION AND ADVERTISEMENT
    Publication number: 20210134283
    Abstract: A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.
    Type: Application
    Filed: October 30, 2019
    Publication date: May 6, 2021
    Inventors: Jafar Adibi, Tiago Paiva, Bruno Antunes
  • OMNI-CHANNEL DATA PROCESSING IN A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210132750
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva
  • CUSTOMER SATISFACTION SCORE PRIORITY FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
    Publication number: 20210136216
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Application
    Filed: October 31, 2019
    Publication date: May 6, 2021
    Inventor: Tiago Paiva