Call Distribution To Operator Patents (Class 379/265.01)
- Reporting status (e.g., supervisory reporting) (Class 379/265.03)
- Having a multimedia feature (e.g., connected to Internet, E-mail, etc.) (Class 379/265.09)
- Predictive (e.g., anticipating next available agent) (Class 379/265.1)
- Routing to available agent (Class 379/265.11)
- Call or agent queuing (Class 379/266.01)
- Call campaign (e.g., script, application, inbound/outbound balancing) (Class 379/266.07)
- Home agent (Class 379/266.09)
- Call record (Class 379/266.1)
-
Patent number: 10838580Abstract: An interactive media management server that facilitates management of interactive media and delivery of such interactive media. It comprises a first interface to an interactive media distribution server communicatively coupled to a plurality of mobile devices, and a second interface to a service provider system or a content provider system. It comprises a manager module for managing creation, distribution and tracking of a plurality of interactive media. The manager module, via the second interface, manages the delivery of the plurality of interactive media from the service provider system or the content provider system, and the communication of user responses to the plurality of interactive media to the corresponding service provider system or content provider system.Type: GrantFiled: December 30, 2015Date of Patent: November 17, 2020Assignee: QUALTRICS, LLCInventor: Bindu Rama Rao
-
Patent number: 10841423Abstract: A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents for scheduling meetings within a call center is received from a user. An availability status is determined for each agent on the list at a common time. A determination that all the agents on the list are unavailable for a meeting with the user at the common time is made. A notice is provided to the user that all the agents on the list are unavailable. The agents are tracked and at a later time, one of the agents is determined to be available. A determination is made that the user is available at the later time and the available agent is transferred to the user.Type: GrantFiled: November 13, 2017Date of Patent: November 17, 2020Assignee: Intellisist, Inc.Inventors: Gilad Odinak, David Milstein, Tamilselvan Ramasamy
-
Patent number: 10833917Abstract: A system may include one or more processors disposed within a management network. An end-user network may contain agent instances and one or more servers, where the one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving, from the end-user network, data associated with the processes of the one or more servers; determining, based on a specification, operations to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises logical directives, each directive containing conditions that, if satisfied by the received data, define the operations; and providing, to the one or more servers, the operations.Type: GrantFiled: June 25, 2020Date of Patent: November 10, 2020Assignee: INTRADIEM INC.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus
-
Patent number: 10824687Abstract: There is provided an information processing apparatus including an experience extracting unit extracting experience information including information related to a time or a place from text information input by a user, and a user extracting unit extracting a user group in which the experience information of one or more users extracted by the experience extracting unit is compared to find a commonality in the experience information.Type: GrantFiled: June 15, 2018Date of Patent: November 3, 2020Assignee: SONY CORPORATIONInventors: Seiichi Takamura, Kei Tateno
-
Patent number: 10817901Abstract: Provided is a method and system for integrating a trailing communication flow with a scheduled communication flow. In one example, the method may include executing a scheduled communication flow based on a first container organized via a user interface, the first container identifying a plurality of communications to perform based on actions of a user, detecting occurrence of a trigger associated with the user based on the execution of the scheduled communication flow, identifying a second container organized via the user interface which is linked to the detected trigger, the second container identifying one or more follow-up communications to perform based on additional actions of the user, and dynamically executing a trailing communication flow with respect to the scheduled communication flow based on the second container.Type: GrantFiled: July 23, 2018Date of Patent: October 27, 2020Assignee: SAP SEInventors: Hemanth Basrur, Priyanka Priyadarshini
-
Patent number: 10810997Abstract: An interactive response system directs input to a software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced recognition and expert systems. The system utilizes human “intent analysts” for purposes of interpreting customer input. Automated recognition subsystems are trained by coupling customer input with IA-selected intent corresponding to the input, using model-updating subsystems to develop the training information for the automated recognition subsystems.Type: GrantFiled: October 9, 2018Date of Patent: October 20, 2020Assignee: Interactions LLCInventors: Yoryos Yeracaris, Larissa Lapshina, Alwin B Carus
-
Patent number: 10803484Abstract: This disclosure provides methods, services, and platforms that automatically prompt mobile phone users to add contact information to their phone book after a triggering event such as calling a phone number. The methods, services, and platforms allow mobile network operators to provide a service that allows businesses to potentially have their numbers added to the phonebook of a mobile phone after a disconnected call.Type: GrantFiled: October 20, 2019Date of Patent: October 13, 2020Assignee: OnePIN, Inc.Inventors: Feyzi Celik, Marcin Nowak
-
Patent number: 10778549Abstract: Disclosed herein are apparatus and method for validating service control status. The apparatus for validating service control status includes a service control request unit for requesting control of a service from a computing system, a service control status checking period generation unit for generating a service control status checking period in order to check completion of the service control, and a service control status checking communication unit for performing service control status checking communication with the computing system based on the service control status checking period.Type: GrantFiled: November 3, 2017Date of Patent: September 15, 2020Assignee: ELECTRONICS AND TELECOMMUNICATIONS RESEARCH INSTITUTEInventors: Seok-Ho Son, Dong-Jae Kang, Byoung-Seob Kim, Sun-Wook Kim, Myeong-Hoon Oh, Byeong-Thaek Oh, Young-Woo Jung, Hyun-Hwa Choi
-
Patent number: 10764433Abstract: A user equipment and method for call filtering is provided. On receipt of an incoming call, the incoming call's telephone number or other caller identifier is determined and then used as a search query in a search engine search. Using natural language processing or text string comparison, text from the search hits is processed by comparing with the stored permitted caller description(s). If a match is found, then a call alert is generated, whereas if not, then the call is blocked.Type: GrantFiled: April 30, 2019Date of Patent: September 1, 2020Assignee: International Business Machines CorporationInventors: Henry J. Collinson, Julie E. Stalley, Tom Waterton
-
Patent number: 10755294Abstract: Reduction in latency between question submissions and response submissions in a question and answer based customer support system is reduced by facilitating the use of mobile devices by customer support personnel to submit question responses. The answerability of a question from a mobile device is predicted by analyzing the attributes of the question itself before the answer is generated. Questions being entered into the question and answer based customer support system that are conveniently answerable from a mobile device are routed to a mobile question and answer queue that enables mobile device users to review and respond to the mobile device answerable questions. A question is determined to be answerable from a mobile device if a predicted answer to the question has a length that is within a predetermined threshold, so that customer support personnel are not burdened with generating long responses from mobile devices.Type: GrantFiled: April 28, 2015Date of Patent: August 25, 2020Assignee: Intuit Inc.Inventors: Igor A. Podgorny, Kelvin Hung, Matthew Cannon, Warren Bartolome
-
Patent number: 10739954Abstract: Apparatuses, computer readable mediums, and methods of co-browsing between a visitor and an operator are disclosed. The method may include on a condition that an event associated with a tab is received, handling the event. The method may include on a condition of receiving a user interface event or a webpage data update from the visitor, handling the user interface event or received webpage data update. Another method may include on a condition of an operator becoming active, sending webpage data regarding an active tab for visitors. The method may include receiving a webpage data update associated with the active tab from a first visitor. The method may include storing the webpage data update based on the first visitor and the active tab. The method may include sending an indication of the webpage data update to the operator with an indication of the active tab and of the first visitor.Type: GrantFiled: June 16, 2017Date of Patent: August 11, 2020Assignee: GLIA TECHNOLOGIES, INC.Inventors: Carlos Paniagua, Madis Nomme, David Rodas, Mehrbod Sharifi, Justin DiPietro, Daniel Michaeli
-
Patent number: 10740771Abstract: A first request is received at a server for a view of a chart graph from a client device over a network. The first request includes a first view identifier (ID) identifying a first of the views and a first filtering parameter for filtering data to be associated with the first view. A second request is transmitted to a CRM system over a network to retrieve live data associated with one or more chart elements of the first view. The second request includes information identifying the first filtering parameter such that only live data satisfying the first filtering parameter is retrieved from the CRM system. In response to the live data received from the remote CRM system, the live data is transmitted to the client device, wherein the client device renders a chart graph based on the live data and displays the chart graph at the client device.Type: GrantFiled: January 31, 2019Date of Patent: August 11, 2020Assignee: CLARI INC.Inventors: Mark Shuai Sun, Matthew King
-
Patent number: 10715665Abstract: Methods, systems, and apparatus, including computer programs encoded on computer storage media, for a coordinating callers with customer service representatives is described. One of the methods includes identifying a number of callers. The method also includes dynamically adjusting a number of customer service representatives based on the number of callers.Type: GrantFiled: January 17, 2019Date of Patent: July 14, 2020Assignee: United Services Automobile Association (USAA)Inventors: Eric J. Smith, John McChesney TenEyck, Jr., Gregory Yarbrough, Vijay Jayapalan
-
Patent number: 10715664Abstract: Aspects of the subject disclosure may include, for example, monitoring interaction(s) between user(s) and agent(s), detecting a shift in the user's attitude, and identifying either a positive shift or a negative shift based on an analysis of the shift. The method may include tracking an outcome of each of the interactions, analyzing the interactions and outcomes, and producing training materials for use by the agent based on the analysis, the training materials including suggestions as to how to reverse the negative shift in future interactions. The method may include presenting the suggestions to the agent during the interaction(s), thereby assisting the agent in resolving the user's attitude and/or concerns. Other embodiments are disclosed.Type: GrantFiled: June 19, 2018Date of Patent: July 14, 2020Assignee: AT&T Intellectual Property I, L.P.Inventors: Martin Patrick McEnroe, Aarthi Reddy, Joshua West
-
Patent number: 10708429Abstract: Methods and systems for improving a call queue at a dispatch center. One system includes an electronic computing device communicatively coupled to a first call workstation and a second call workstation. The electronic computing device includes an electronic processor configured to receive a first call, direct the first call to the first call workstation, analyze the first call for a key incident factor, calculate a first estimated call length based on the key incident factor, and determine, based on the first estimated call length, whether to assign a queued call, received at the electronic computing device after the first call, to the first call workstation or to the second call workstation.Type: GrantFiled: August 3, 2018Date of Patent: July 7, 2020Assignee: MOTOROLA SOLUTIONS, INC.Inventors: Isabel Firpo, Doris E. Ford, Parveen Gupta, Jill M. Hillman, Vinayak Reddy, Marcus P. Snyder
-
Patent number: 10699303Abstract: A method and system that performs cross-channel correlation of user identifiers with consumer telephone numbers. The system receives impression data characterizing the exposure of users to mechanisms for contacting businesses, the impression data including associated phone number and a date and time for each of the exposures. The system also receives call data describing telephone calls to businesses, the call data including a caller telephone number, a callee telephone number, and a date and time for each of the calls. Based on matching impression telephone numbers and call data callee numbers, the system forms correlations between corresponding user identifiers and caller telephone numbers. Correlations are also assigned a confidence level, based on the date and time of the corresponding exposures and telephone calls, that reflects the likelihood that a user associated with the correlated user identifier is the same as the user associated with the correlated caller telephone number.Type: GrantFiled: February 9, 2016Date of Patent: June 30, 2020Assignee: Marchex, Inc.Inventors: Ziad Ismail, Chris Kolbegger
-
Patent number: 10693137Abstract: There is provided an improved electrochemical energy storage device. The storage device includes using functionalized boron nitride nanoparticles as electroactive materials in the electrodes.Type: GrantFiled: July 3, 2014Date of Patent: June 23, 2020Assignee: Boron Nitride Power, LLCInventor: Karoly Nemeth
-
Patent number: 10664539Abstract: A text mining-based attribute analysis method for Internet media users comprises a first steps of establishing a label main corpus and a feature corpus sequentially, and updating and maintaining the label main corpus and the feature corpus respectively, and a second step of extracting all history article samples of Internet users, and cleaning out videos, audios and pictures in the samples. The text mining-based attribute analysis method can form attributes of browsed sample articles for each Internet media user, and analyze accurately weights of interesting categories, to identify deeply, analyze, and mine the user attributes, and the basic attributes of the Internet users can also be analyzed.Type: GrantFiled: October 12, 2017Date of Patent: May 26, 2020Assignee: CHENGDU YUNDUI MOBILE INFORMATION TECHNOLOGY CO., LTDInventors: Guohong Zhang, Xingjun Tan
-
Patent number: 10645217Abstract: Aspects of the present disclosure are directed toward apparatuses, systems, and methods for providing remote services for endpoint devices of a plurality disparate client entities. In an example embodiment, an apparatus includes a computing server configured to provide VoIP communications for a plurality of endpoint devices respectively associated with a plurality of disparate client entities according to and responsive to client-specific sets of control data. The apparatus also includes a processing circuit configured to adjust routing of the VoIP communications by the computing server, in response to call event data generated by the computing server, by generating the client-specific sets of control data for each client entity according to a respective set of directives.Type: GrantFiled: November 19, 2018Date of Patent: May 5, 2020Assignee: 8x8, Inc.Inventor: Zhishen Liu
-
Patent number: 10638322Abstract: A generic wireless device management system and a method for operating the management system in a controlled environment is disclosed. The enterprise management system includes a generic wireless device and a generic provisioning server. The generic wireless device, which is initially in a generic blank state, coordinates with the generic provisioning server to authenticate an inmate and to load an inmate profile. After loading the inmate profile, the generic wireless device provides access to content specific to the inmate. After the inmate signs out of the generic wireless device, the generic wireless device is returned to a generic blank state.Type: GrantFiled: October 1, 2018Date of Patent: April 28, 2020Assignee: Global Tel*Link CorporationInventor: Stephen L. Hodge
-
Patent number: 10630841Abstract: Agents operating at call centers or other customer support service networks may assist large numbers of customers consecutively and in a dynamic manner. One example may include populating a portion of a first agent user interface of a first agent device with a first customer profile, identifying a second agent device currently assigned a second customer call with second customer call information related to the first customer call information, comparing the first customer call information to the second customer call information, determining the second customer call information exceeds a relevancy threshold when compared to first customer call information, populating a portion of a second agent user interface of the second agent device with the portion of the first agent user interface, and updating the first agent user interface by removing the first customer call information and providing another customer call to the first user agent device.Type: GrantFiled: May 21, 2019Date of Patent: April 21, 2020Assignee: West CorporationInventors: Jonathan R. Dirienzi, Jonathan Levine, Eric Weaver
-
Patent number: 10601992Abstract: A contact center agent coaching tool may employ systems and methods comprising receiving a communication involving a participant, analyzing the communication in at least near real-time relative to a receipt of the communication using a computer-based communications analytics facility for at least one of a language characteristic, a non-word symbol, or an acoustic characteristic, analyzing the communication in at least near real-time relative to the receipt of the communication using a contextual analysis to obtain a context, determining at least one of a category or a score associated with an aspect of the communication using the at least one language characteristic, non-word symbol, acoustic characteristic, or the context, and triggering a coaching tool to be presented to the participant based on at least one of the category or the score.Type: GrantFiled: April 17, 2019Date of Patent: March 24, 2020Assignee: CallMiner, Inc.Inventors: Michael C. Dwyer, Erik A. Strand, Scott R. Wolf, Frank Salinas, Jeffrey A. Gallino, Scott A. Kendrick, Shaoyu Xue
-
Patent number: 10594867Abstract: Network presence is used to assign a worker to a task. In today's networked environment, workers may be remotely located but still accomplish tasks. As long as workers have network access, the workers may be assigned tasks for completion. As tasks are completion, the network presences of the workers are determined, and the tasks may be assigned based on the network presences.Type: GrantFiled: February 22, 2019Date of Patent: March 17, 2020Assignee: AT&T INTELLCTUAL PROPERTY II, L.P.Inventors: Reuben Klein, Daniel Sujansky
-
Patent number: 10587708Abstract: The techniques discussed herein allow an agent that provides dialog-based services to converse with a user via any mode. A central service programmed to be able to communicate via any mode collects information from agents necessary to act on the agents' behalf. In order to ensure that an agent has a maximal presence across modes, the central service provides auxiliary services such as language translation, fidelity upgrading and/or downgrading, modal constraint conformation, etc. Moreover, the central service provides session tracking via user profiles stored at the intercom so that if a user changes a mode by which the user is conversing with an agent, the central service can keep the context of the conversation across the new mode. Furthermore, agents can communicate with other agents via the central service, allowing other agents to provide services to agents or to add their services to an ongoing dialog with a user.Type: GrantFiled: March 28, 2016Date of Patent: March 10, 2020Assignee: Microsoft Technology Licensing, LLCInventors: Thomas Matthew Laird-McConnell, Lili Cheng, James H. Lewallen, Justin Cranshaw, Craig Jensen, Steve Ickman, William L. Portnoy, Qi Lu, Daniel J. Driscoll
-
Patent number: 10574811Abstract: A system and method for incoming and outgoing RCS messages with inmates includes a database including a plurality of user records, wherein the user records include a plurality of user profiles and a plurality of inmate profiles, wherein each of the user profiles includes a user ID, a mobile ID, a carrier, and at least one inmate account number. Each of the inmate profiles includes an inmate user ID, a carrier, a current account balance, and at least one user account number. The system and method also includes an application server including a processor programmed to receive a RCS message from a new user profile, determine a carrier of the user profile, process the new user profile based on the carrier, wherein the carrier is determined by a triggering event, and send the new user profile to an appropriate list for future RCS messaging.Type: GrantFiled: July 30, 2018Date of Patent: February 25, 2020Assignee: INMATE TEXT SERVICE, LLCInventors: Curtis Gebers, Herb Beslanowitch
-
Patent number: 10574825Abstract: Aspects of the technology described herein can provide assisted-communication with an intelligent personal assistant. An exemplary computing device may use a profile handler to receive a user profile of a user and a system profile of an interactive communications system. Moreover, a context handler in the exemplary computing device may receive an indication of a communication event related to the user, such as a call or message, and context information associated with the event. Further, a communication handler in the exemplary computing device may use the context information, the user profile, and/or the system profile to navigate the interactive system for the user. In some instances, where a user is unavailable to address a communication event, the intelligent personal assistant may utilize the communication handler to intercept the communication and negotiate the session on behalf of the user.Type: GrantFiled: February 15, 2017Date of Patent: February 25, 2020Assignee: MICROSOFT TECHNOLOGY LICENSING, LLCInventors: Ori Barak, Erez Altus, Hen Fitoussi
-
Patent number: 10572214Abstract: Remote desktop servers include a display encoder that maintains a secondary framebuffer that contains display data to be encoded and transmitted to a remote client display and a list of display primitives effectuating updated display data in the secondary framebuffer. The display encoder submits requests to receive the list of drawing primitives to a video adapter driver that receives and tracks drawing primitives that, when executed, update a primary framebuffer.Type: GrantFiled: August 31, 2018Date of Patent: February 25, 2020Assignee: VMware, Inc.Inventors: Dustin Michael Byford, Anthony Cannon, Ramesh Dharan
-
Patent number: 10567929Abstract: The present invention provides a system and method for incoming and outgoing electronic messages with inmates, including a database including a plurality of user records, wherein the user records include a plurality of user profiles and a plurality of inmate profiles, wherein each of the user profiles includes a user ID, a mobile ID, a carrier, and at least one inmate account number. Each of the inmate profiles includes an inmate user ID, a carrier, a current account balance, and at least one user account number. The system and method also includes an application server including a processor programmed to receive a message from a new user profile, determine a carrier of the user profile, process the new user profile based on the carrier, wherein the carrier is determined by a triggering event, and send the new user profile to an appropriate list for future messaging.Type: GrantFiled: March 20, 2018Date of Patent: February 18, 2020Assignee: Inmate Text Service, LLCInventors: Curtis Gebers, Herb Beslanowitch
-
Patent number: 10560488Abstract: A computer-implemented system and method for secure electronic message exchange including coupling a control platform to a workstation of a plurality of workstations via a communications medium, where the control platform includes one or more apparatuses for monitoring, controlling, conversion, and billing, related to messages exchanged between a plurality of local users and a plurality of remote users. The system prevents forwarding or copying of a message sent by a local user of the plurality of local users and received by a remote user of the plurality of remote users, to another party by the control platform. The system and method also provides for authenticating the remote user with the control platform.Type: GrantFiled: October 30, 2018Date of Patent: February 11, 2020Assignee: Global Tel*Link CorporationInventors: Stephen Hodge, David Woody
-
Patent number: 10547746Abstract: A system and method for dynamically updating a service level agreement during a communication with a contact center are disclosed. The system and method are configured to display an initial time associated with a predetermine SLA path and then update the displayed time based on a communication between an agent and a customer.Type: GrantFiled: October 26, 2017Date of Patent: January 28, 2020Assignee: Mitel Networks CorporationInventor: Michael Montcalm
-
Patent number: 10540215Abstract: An integrated application environment includes a host web application executed in a browser, and a target application embedded in a container of the host web application. Interoperability layers facilitate messaging between the host web application and a host entity object of the target application in the container according to multiple communication protocols.Type: GrantFiled: May 31, 2018Date of Patent: January 21, 2020Assignee: MICROSOFT TECHNOLOGY LICENSING, LLCInventors: Andrew M. Pennell, Siu Yu Cherie Quek, Ankit Saraf, Yasser Shaaban
-
Patent number: 10522138Abstract: A computer-implemented method and supporting system transcribes spoken words being monitored from a telephonic interaction among two or more individuals. Telephonic interactions among the individuals are monitored, and at least two of the individuals are each assigned to a separate channel. While still being monitored, each of the channels is assigned a context-based speech recognition models, and in substantially real-time, the monitored telephonic interaction is transcribed from speech to text based on the different assigned models.Type: GrantFiled: February 11, 2019Date of Patent: December 31, 2019Assignee: Groupe Allo Media SASInventor: Romain Sambarino
-
Patent number: 10506102Abstract: Disclosed is a voice messaging and calling system for inmates and their friends and family (collectively referred to as “outsiders”). It extends existing inmate telephone systems (“ITS”) without requiring any additional installation within correctional facilities or modifications to the existing ITS. An existing ITS provides functional restrictions, security restrictions and privacy limitations. The described system enhances the existing ITS to reduce the functional restrictions by adding the ability to leave voicemail messages when outsiders are unavailable and return calls to, or leave messages for, multiple outsiders in a single call. An additional enhancement allows outsiders to leave messages for the inmate at any time, which the inmate can listen to later. The security restrictions and privacy limitations are unaffected and left in place. The described system also reduces costs for inmates by allowing them to leave messages for and return calls to, multiple outsiders in a single call.Type: GrantFiled: April 23, 2019Date of Patent: December 10, 2019Assignee: CORRIO, SPCInventors: Eric Juvet, Sam Baker, Alex Peder
-
Patent number: 10498895Abstract: This disclosure sets forth systems and techniques that automatically allocate and throttle back resource capacity to multiple campaign events, in real-time, based on campaign event priorities and a supply and demand of available resource capacity. For example, a campaign management system may re-allocate unused resource capacity to a particular campaign event based on the particular campaign event's real-time demand for additional resource capacity. Unused resource capacity may originate from a common pool of resource capacity, or from other campaign events that have an over-allocation of resource capacity that is being underutilized. Further, the techniques described herein also describe throttling back resource capacity of a particular campaign event in response to determining that an existing pool of available resource capacity is unable to serve the particular campaign event's requirements.Type: GrantFiled: October 29, 2018Date of Patent: December 3, 2019Assignee: T-Mobile USA, Inc.Inventors: Abha Bhatia, Poornima Magadevan
-
Patent number: 10475069Abstract: This disclosure provides methods, services, and platforms that automatically prompt mobile phone users to add contact information to their phone book after a triggering event such as calling a phone number. The methods, services, and platforms allow mobile network operators to provide a service that allows businesses to potentially have their numbers added to the phonebook of a mobile phone after a disconnected call.Type: GrantFiled: May 3, 2016Date of Patent: November 12, 2019Assignee: OnePIN, Inc.Inventors: Feyzi Celik, Marcin Nowak
-
Patent number: 10475075Abstract: A method and system that performs cross-channel advertisement targeting based on consumer telephone numbers. The system utilizes a targeting database to determine which consumers should be re-engaged on behalf of a business. The targeting database correlates a telephone number associated with a consumer with a masked user identifier associated with the tracking of online behavior of that consumer. The targeting database may include a confidence level representing the likelihood of correspondence between the telephone number and masked user identifier. The targeting database is used by the system to target advertisements to consumers. A telephone number of a consumer is used to identify a masked identifier of the consumer. Advertisements are then targeted to the consumer using the masked identifier. The stored confidence level may be used by the system to control the aggressiveness of re-targeting.Type: GrantFiled: April 18, 2013Date of Patent: November 12, 2019Assignee: Marchex, Inc.Inventors: Ziad Ismail, Chris Kolbegger
-
Patent number: 10454815Abstract: A device configured to be connected to a customer premises equipment of a first type network. The first network includes at least one network apparatus in communication with the customer premises equipment and having a communication interface configured to receive capabilities information from the customer premises equipment and the at least one network apparatus, a routing application to define, based on the received capabilities information, one or several routing rules to route packets of the device. The routing rules identifying either the customer premises equipment or the at least one network apparatus to forward packets between the first type network and a second type network. The communication interface being further configured to send commands to enforce the defined routing rules either at the customer premises equipment or at the at least one network apparatus.Type: GrantFiled: October 21, 2017Date of Patent: October 22, 2019Assignee: INTERDIGITAL CE PATENT HOLDINGSInventors: Stephane Onno, Valerie Leguillon
-
Patent number: 10440183Abstract: Cognitive routing of an incoming call includes analyzing respective captured audio and video data related to each of a plurality of agents of an enterprise, each agent associated with a respective mobile device; and determining a respective current activity in which each agent is engaged based on the agent's related captured audio and video data. Such routing also includes selecting one of the plurality of agents to receive an incoming call based at least in part on the determined respective current activity in which each agent is engaged; and routing an incoming call to the mobile device associated with the selected one agent.Type: GrantFiled: June 1, 2018Date of Patent: October 8, 2019Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATIONInventors: Martin G. Keen, Adam Smye-Rumsby, Hernan A. Cunico, Paul A. R. Frank
-
Patent number: 10430406Abstract: A database system supporting persistent queries, using an enhanced persistent query service and various data sources. On receiving a request to create a persistent query from a client software application, the persistent query service: creates a query virtual table; parses the persistent query; creates a plurality of intermediate virtual tables; establishes listeners for the query virtual table; creates a plurality of data source virtual tables; causes the plurality of data source virtual tables to retrieve initial data from data sources; and propagates data via intermediate virtual tables to the persistent query virtual table.Type: GrantFiled: May 31, 2017Date of Patent: October 1, 2019Assignee: Aria Solutions, Inc.Inventor: Paul Peloski
-
Patent number: 10423459Abstract: A resource manager arranges the resources in a computer system into one or more resource pools. The resource manager allocates a number of active resources and a number of backup resources to a particular resource pool. For each resource managed by the resource manager, the resource manager acquires information that describes the capacity and reliability of the resource. Capacity and reliability information for the particular resource pool is determined based on the capacity and reliability information associated with the resources assigned to the pool. In response to a request, the resource manager may provide an application with resources from several resource pools. The likelihood that the resource manager will be able to provide sufficient resources to the application may be determined based at least in part on the reliability information associated with the several resource pools.Type: GrantFiled: September 23, 2016Date of Patent: September 24, 2019Assignee: Amazon Technologies, Inc.Inventors: Christopher Richard Jacques de Kadt, Benjamin Warren Mercier, Carlos Vara Callau, Timothy Daniel Cole, Aaron Gifford Freshwater, Sayantan Chakravorty, Allan Henry Vermeulen
-
Patent number: 10423956Abstract: A computer-implemented method and system for authenticating identification of a customer during interaction with a company representative. Data is received and stored relating to the customer at a computer. The data includes one or more identification attributes associated with the customer and one or more authentication data attributes associated with the customer. An interaction is commenced between the customer and the company representative. Captured is one or more identification attributes and authentication data attributes relating to customer from the interaction between the customer and the company representative. The customer is identified by matching a captured identification attribute with a stored identification attribute. The customer is authenticated by matching a captured authentication data attribute with a like stored authentication data attribute associated with the identified customer.Type: GrantFiled: January 3, 2018Date of Patent: September 24, 2019Assignee: United Services Automobile Association (USAA)Inventors: Jason W. Lindley, Donald H. Griffin, Jr.
-
Patent number: 10417642Abstract: Embodiments of the invention are directed to a system, method, or computer program product for providing a unified representation of all customer relationships with an entity. This representation focuses on customer products in arrears that are to be recovered. The invention presents an overarching view of all customer relationships to a representative. This allows the representative to make decision and take appropriate actions immediately based on the entire relationship with the customer when a customer communication is initiated. As such, the invention correlates all of the customer's relationships with a financial institution into one unified representation for a representative to review. The unified representation takes into consideration all of the customer's relationships as well as external factors on the communications and relationships. Thus providing a holistic customer service experience for a customer with accounts in arrears.Type: GrantFiled: November 5, 2013Date of Patent: September 17, 2019Assignee: Bank of America CorporationInventors: Andrew Sheldon, Brian J. Dunne, Hudson Philip Hoen, IV
-
Patent number: 10397403Abstract: A system for managing events at a contact center is disclosed. The system may include a memory and at least one processor. The at least one processor may be configured to receive an input from a user identifying at least one condition associated with a service level at the contact center, the at least one condition including at least a threshold of a call waiting time at the contact center; detect an occurrence of an event meeting one of the at least one condition; and in response to the detecting, provide a notification to a device associated with the user and operating in a collaboration environment, thereby notifying the occurrence of the event.Type: GrantFiled: December 28, 2017Date of Patent: August 27, 2019Assignee: RingCentral, Inc.Inventors: Jim Dvorkin, Alexander Alekseevich Pantyukhin
-
Patent number: 10389878Abstract: Methods and systems described in this disclosure allow customers to personalize their phone experience when calling into an organization. In some embodiments, customers who may benefit from this service are identified based on the content of the customer's previous or current phone calls to the organization. The identified customers may be invited to enroll and to provide preferences for a customized Interactive Voice Response experience. In some embodiments, the customer can elect to hear the balances of one or more of his accounts without going through a phone menu or asking a representative to look up the relevant amounts. Once enrolled, when the customer dials into the organization and upon successful authentication, the organization proactively states the customer's account balances with no further customer request.Type: GrantFiled: October 29, 2018Date of Patent: August 20, 2019Assignee: United Services Automobile Association (USAA)Inventors: Patricio H. Garcia, Amanda Jean Segovia, Hector J. Castillo, Janeen Rubio, Robert Craig Korom, Roy David McDonald
-
Patent number: 10382370Abstract: Disclosed are various embodiments to deploy automated service agents, which can be implemented with an application executed on a computing device. The application can cause the computing device to process a transcript to identify an intended action of a service agent, wherein the transcript comprises a first set of text generated by the service agent and a second set of text generated by another party. The application can also cause the computing device, in response to an identification of the intended action from the transcript, to process the transcript to extract a minimum set of information required to create a workflow item that corresponds to the intended action. Moreover, the application can cause the computing device to send a request to a workflow management system to create the workflow item that corresponds to the intended action, wherein the request comprises an identifier for the intended action and the acquired information.Type: GrantFiled: August 11, 2016Date of Patent: August 13, 2019Assignee: AMAZON TECHNOLOGIES, INC.Inventors: Thibaut Labarre, Hung Chiu Phillip Keung, Yichao Lu, Ranjit Parvathaneni
-
Patent number: 10382249Abstract: A method for analyzing multiple log files generated by interacting software modules. In a first stage the log files are parsed by a log parser and their contents stored in a database. In a second stage, queries are run on the database to combine related log entries from multiple files. The files may contain trigger entries corresponding to the sending of events and handler entries corresponding to the handling of events, which may be used, in queries, to link related log file entries. Query results may be displayed as clickable links allowing a user to open a log file and view a log entry related to the query result by clicking on such a link.Type: GrantFiled: March 15, 2013Date of Patent: August 13, 2019Inventors: Victor Kolesov, Alexander Tikin
-
Patent number: 10375239Abstract: An agent directed dialing system prompts a user to initiate calls and that the number of calls is determined by a control module. The progress of active calls are monitored and additional calls are transferred to agents deemed able to handle multiple calls at once. The system ensures that a minimum or no calls are dropped because agents are not available to take the calls.Type: GrantFiled: August 10, 2018Date of Patent: August 6, 2019Inventor: Erik Gall
-
Patent number: 10372891Abstract: A system and method for identifying special information verbalization timing with the aid of a digital computer are provided. A verbal interaction between two entities is recorded using a voice recorder and the recording is timed using a clock associated with a time base. A user interface of a data processing system is displayed, the data processing system including a further clock associated with a further time base. An activity is identified within the user interface that is associated with an entry of one of the entity's special information received during the interaction. A time is identified that is associated with the activity using the further time base. The timing of the recording is correlated with the time associated with the activity. At least one segment of the recording including the special information is identified based on the correlation. At least a portion of the identified segment is rendered unintelligible.Type: GrantFiled: May 9, 2016Date of Patent: August 6, 2019Assignee: Intellisist, Inc.Inventor: G. Kevin Doren
-
Patent number: 10367941Abstract: Communication between callers and call center agents may be optimized. A request message may be transmitted to an application services module to connect with an agent associated with the selection. A contact number of a proxy server may be received from the application service module. The contact number may be utilized to connect with the agent via the proxy server.Type: GrantFiled: October 2, 2018Date of Patent: July 30, 2019Assignee: West CorporationInventors: James K. Boutcher, Bruce Pollock
-
Patent number: 10362170Abstract: A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.Type: GrantFiled: October 17, 2017Date of Patent: July 23, 2019Assignee: ZOOM International a.s.Inventor: Vaclav Slovacek