Patents by Inventor Vyankatesh DESHPANDE

Vyankatesh DESHPANDE 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