Patents by Inventor WILLIAM D. GUINN

WILLIAM D. GUINN 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).

  • Customer care support system with call avoidance processing
    Patent number: 8521572
    Abstract: Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.
    Type: Grant
    Filed: August 24, 2010
    Date of Patent: August 27, 2013
    Assignee: Amdocs Software Systems Limited
    Inventors: Craig D. Hanson, William D. Guinn, Greg Verego, John D'Amour
  • CUSTOMER CARE SUPPORT SYSTEM WITH CALL AVOIDANCE PROCESSING
    Publication number: 20110299676
    Abstract: Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.
    Type: Application
    Filed: August 24, 2010
    Publication date: December 8, 2011
    Inventors: CRAIG D. HANSON, WILLIAM D. GUINN, GREG VEREGO, JOHN D'AMOUR