Having A Multimedia Feature (e.g., Connected To Internet, E-mail, Etc.) Patents (Class 379/265.09)
  • Patent number: 11915042
    Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.
    Type: Grant
    Filed: January 15, 2021
    Date of Patent: February 27, 2024
    Assignee: AFINITI, LTD.
    Inventors: Ittai Kan, Zia Chishti, Vikash Khatri, James Edward Elmore
  • Patent number: 11902469
    Abstract: Methods and systems for handling telephone calls relating to recurring customer questions and inquiries so as to decrease a likelihood of additional calls regarding the same issues and thereby improve customer experience while reducing an overall call volume are provided. The method includes: receiving an incoming telephone call from a person; capturing an audio signal that corresponds to a voice of the person; analyzing the audio signal by detecting phonetic intonations applying a digital filter to the intonations; and determining whether an inquiry articulated by the person during the telephone call has been adequately addressed. The method may further include using machine learning to generate an output that indicates an expression of certainty or uncertainty in the voice of the person.
    Type: Grant
    Filed: September 1, 2022
    Date of Patent: February 13, 2024
    Assignee: JPMORGAN CHASE BANK, N.A.
    Inventors: Rudolph L. Mappus, IV, Sri Harsha Pothukuchi, Angel Vincent, Peter Kutchen, Owen Churchill, Jose Burgos
  • Patent number: 11902465
    Abstract: A response handling arrangement comprises a response prioritizing device (26) with processing circuitry configured to obtain event data (ED) and/or status data (SD) in the communication network concerning a user, where the obtaining is triggered by the user initiating a connection to a response device (24) of the communication network, apply the event data (ED) and/or status data (SD) in a response selecting model (78) of a trained machine learning module (74), and obtain an indication (I) of a type of response to the user from the response selecting model of the trained machine learning module (74) based on the applied event data (ED) and/or status data (SD) for allowing a real-time response of the response type to be made to the user by the response device (24).
    Type: Grant
    Filed: December 18, 2018
    Date of Patent: February 13, 2024
    Assignee: TELEFONAKTIEBOLAGET LM ERICSSON (PUBL)
    Inventors: Karthikeyan Premkumar, Meenakshi Sundaram Govindassamy
  • Patent number: 11868513
    Abstract: Various examples are directed to systems and methods for providing a digital fingerprint of a selected portion of a memory device to a host device. A host device executing at a host device may send a to a driver a command to produce digital fingerprint data. The command may include an output pointer indicating a memory location of the local memory. The driver may generate a modified command that does not include the output pointer. The driver may send the modified command to a memory device. The driver may receive a reply comprising the digital fingerprint data and write the digital fingerprint data to a location at the memory location of local memory of the host device indicated by the output pointer.
    Type: Grant
    Filed: December 27, 2019
    Date of Patent: January 9, 2024
    Assignee: Micron Technology, Inc.
    Inventors: Lance W. Dover, Olivier Duval
  • Patent number: 11843720
    Abstract: In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.
    Type: Grant
    Filed: February 7, 2022
    Date of Patent: December 12, 2023
    Assignee: VERINT SYSTEMS UK LTD.
    Inventors: Conor Adams, Raymond Campbell
  • Patent number: 11843717
    Abstract: Embodiments of the disclosure provide a method of operating a contact center. In some embodiments, the method includes receiving a call from a customer communication device, transitioning the call from a voice domain into a digital domain, and enabling the contact center to interact with the customer communication device in at least the digital domain after the call has been transitioned from the voice domain into the digital domain.
    Type: Grant
    Filed: September 30, 2020
    Date of Patent: December 12, 2023
    Assignee: Avaya Management L.P.
    Inventors: David Chavez, Joaquin Omar Alvarado
  • Patent number: 11830516
    Abstract: Verbal language analysis is provided to users. The user enrolls or subscribes for verbal language analysis or analytics. The user carries out or conducts a conversation with a third party. An intelligence device associated with the user records the conversation. The intelligence device performs verbal language analysis on the conversation. The verbal language analysis generates individual metrics for verbal factors of energy, word count, inflection, tone (e.g. pitch and sentiment), rate, and/or the like. A verbal intelligence index is determined from the individual metrics using aggregation, averaging, weighted averaging, and/or the like. An interface component generates views to display to the user for review of the conversation to facilitate better verbal performance during current and in future conversations.
    Type: Grant
    Filed: March 3, 2021
    Date of Patent: November 28, 2023
    Assignee: VRBL LLC
    Inventors: Spencer Neil Pisczak, Chandler Emerson Pisczak, James Buery Stevenson
  • Patent number: 11831508
    Abstract: A configuration helper system (CHS) is described that simplifies the task of generating configuration information for a customer premises equipment (CPE) in a customer's on-premise network to enable the CPE to communicate with the customer's cloud network over a particular communication channel. The CHS is configured to generate configuration information that is customized for the particular CPE and communication channel. Given information about the CPE and the communication channel, the CHS automatically identifies a particular set of configuration parameters to be included in the customized configuration information and determines values for the set of parameters, where some of the values may be provided by the customer. A particular CPE-specific format is determined for the configuration information.
    Type: Grant
    Filed: November 30, 2020
    Date of Patent: November 28, 2023
    Assignee: Oracle International Corporation
    Inventors: Peter John Hill, Jincheng Liu, Zhao Wang, Pingbo Zhang
  • Patent number: 11823208
    Abstract: Tamper-proofing and secure identity validation techniques in a transaction processing system and secure electronic payment techniques are disclosed. A tamper-proof transaction processing device is provided and comprises at least two different strength adhesives to secure parts of the device together and a housing comprising at least a first and second protective layer. An electronic component comprising a secure element chip storing unique information relating to the chip is located between the first and second protective layer in the housing. In another aspect, a transaction processing system includes a payment instrument that is configured to approve only negative value and/or zero value transaction requests. Another aspect provides an identity card checking system and method where the identity card is brought into proximity of a data processing device and identity information is displayed on the screen of the data processing device for the period of time while the card is in proximity.
    Type: Grant
    Filed: November 22, 2022
    Date of Patent: November 21, 2023
    Assignee: Worldpay Limited
    Inventors: Daren Lee Pickering, Jonathan Stewart Vokes, Nicholas Telford-Reed
  • Patent number: 11825022
    Abstract: Disclosed is an AI avatar coaching system based on a free speech emotion analysis for acting for CS managers.
    Type: Grant
    Filed: October 27, 2022
    Date of Patent: November 21, 2023
    Assignee: CS Sharing Inc.
    Inventor: Ji Eun Lim
  • Patent number: 11823221
    Abstract: A system and method for omnichannel text-based routing, interaction transfer, and customer-to-enterprise communications. The system is a cloud-based network containing an interaction control server, a routing engine, a media translation server, a mobile application, a business entity portal, mobile and compute devices for business enterprise and customer, and an enterprise database. Taken together or in part, said system optimizes customer interactions by delivering context aware text message, chat or email to customers; and when requested by customer, optimally routes with context, based upon a multitude of variables, to best available resource to handle the customer interaction. The system may be accessed through web browsers or purpose-built computer and mobile phone applications.
    Type: Grant
    Filed: April 1, 2022
    Date of Patent: November 21, 2023
    Assignee: TAPTEXT LLC
    Inventors: Steve Doumar, Paul Levasseur
  • Patent number: 11818296
    Abstract: A method and system matching contact center agents and back office staff with a customer inquiry. Exemplary systems include an expert term extraction engine, a customer term extraction engine, and a matching engine to compare customer request terms to the expert terms from the customer term extraction engine. The comparison determines whether there is a match or potential match between the customer request terms and the stored expert terms. An exemplary system may also include a timer that communicates with one or more communication servers. Back office staff may assist contact center agents when one or more conditions are met, such as when a customer wait time exceeds a predetermined period or when there is no match or potential match between the customer request terms and the stored expert terms for contact center agents.
    Type: Grant
    Filed: October 18, 2021
    Date of Patent: November 14, 2023
    Assignee: Mitel Networks Corporation
    Inventors: Jonathan Braganza, Kevin Lee
  • Patent number: 11818297
    Abstract: Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.
    Type: Grant
    Filed: March 3, 2023
    Date of Patent: November 14, 2023
    Assignee: INTUIT INC.
    Inventors: Prarit Lamba, Clifford Green
  • Patent number: 11811966
    Abstract: A method, system, and computer readable medium comprising instructions for providing Internet protocol enabled information delivery are provided. Information from a calling party is received at an Internet protocol enabled device. A lookup of information relating to the calling party is performed in a database via an Internet protocol connection. A message is received from the database comprising information relating to the calling party.
    Type: Grant
    Filed: June 21, 2022
    Date of Patent: November 7, 2023
    Assignee: First Orion Corp.
    Inventors: Monica Rose Martino, Taylor Cleghorn
  • Patent number: 11803708
    Abstract: The present disclosure describes a conversation facilitation system for facilitating conversation-based social interactions to improve senior health, one or more operations and functions being efficiently achieved via this system comprise: receiving a dialog act of a conversation, applying natural language understanding (NLU) processing on the dialog act, computing a conversation metric, and generating a result of the conversation to conclude the conversation based on the conversation metric.
    Type: Grant
    Filed: August 16, 2021
    Date of Patent: October 31, 2023
    Assignee: CLEARCARE, INC.
    Inventors: Geoffrey Nudd, David Cristman, John Taylor, Jonathan J. Hull
  • Patent number: 11798551
    Abstract: An apparatus includes a memory and a processor. The memory stores first and second machine learning algorithms. The processor receives, from a user, voice signals associated with an information request and converts them into text. The processor uses the first machine learning algorithm to determine, based on the text, to automatically generate a reply to the request, rather than transmitting the request to an agent. This determination indicates that the text is associated with a probability that the automatically generated reply includes the requested information that is greater than a threshold. The processor uses the second machine learning algorithm to generate, based on the set of text, the reply, which it transmits to the user. The processor receives feedback associated with the reply, indicating that the reply does or does not include the requested information. The processor uses the feedback to update either or both machine learning algorithms.
    Type: Grant
    Filed: March 25, 2021
    Date of Patent: October 24, 2023
    Assignee: Bank of America Corporation
    Inventors: Ashwini Patil, Ramakrishna R. Yannam, Ion Gerald McCusker, Saahithi Chillara, Ravisha Andar, Emad Noorizadeh, Priyank R. Shah, Yogesh Raghuvanshi, Sushil Golani, Christopher Keith Restorff
  • Patent number: 11799713
    Abstract: Systems and methods for associating sessions of encrypted identifiers are provided. A collection of data packets received during one or more sessions within a time period may be retrieved. Each packet in the collection may be associated with a unique identifier of a respective session. An epoch time may be calculated for each of the retrieved data packets based on the determined skew and respective timestamp information of the data packet. It may be identified as to whether each of the calculated epoch times matches a previously calculated epoch time for a packet associated with a previous session or a session that has previously been associated with a selected session. The timestamp information may be associated with a browser identifier and subject to encryption/decryption by an identifier server or authorized parties.
    Type: Grant
    Filed: July 1, 2020
    Date of Patent: October 24, 2023
    Assignee: PARRABLE INC.
    Inventor: Justin E. Greene
  • Patent number: 11799752
    Abstract: A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, 5 injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.
    Type: Grant
    Filed: July 13, 2022
    Date of Patent: October 24, 2023
    Assignee: CYARA SOLUTIONS PTY LTD
    Inventor: Geoff Willshire
  • Patent number: 11792148
    Abstract: In some implementations, a device of a user may receive user input indicative of a selection of an application implemented by the device. The user input may be received via a graphical user interface presented by the device. The user input may be received while the application is in an unlaunched state in which the user is unauthenticated for use of the application. The device may obtain, while the application is in the unlaunched state, one or more messages of the application. The device may cause, while the application is in the unlaunched state, information indicative of at least one message, of the one or more messages, to be displayed in the graphical user interface.
    Type: Grant
    Filed: July 11, 2022
    Date of Patent: October 17, 2023
    Assignee: Capital One Services, LLC
    Inventors: Kathryn Tikoian, Joshua Edwards, Tyler Maiman
  • Patent number: 11792317
    Abstract: Disclosed is a method of determining call quality for a contact centre. A call is initialised between a customer agent and a contact centre agent, with the customer agent connecting to the call at a point of presence having a selectable geographic location. Monitoring information is received, for the call, measured at the customer agent, the contact centre agent and a contact centre service provider connecting the call between the customer agent and the contact centre agent. Quality of the call is determined from the monitoring information collected from the customer agent, the contact centre agent and the contact centre service provider.
    Type: Grant
    Filed: October 29, 2021
    Date of Patent: October 17, 2023
    Assignee: Operata Pty Ltd
    Inventors: John Maurice Mitchem, Andrew Philip Scott, Romilly Blackburn
  • Patent number: 11770476
    Abstract: A system obtains conversation data corresponding to conversations between users and agents of a client. The system identifies a set of intents from the conversations and identifies a set of contexts, explicit elements, and implied elements of these intents. The system identifies actions that can be performed to recognize new explicit and implied elements from new conversations and to address intents in these new conversations. Based on these actions, the system generates a set of recommendations that can be provided to the client. As agents communicate with users, the system monitors adherence to the set of recommendations.
    Type: Grant
    Filed: October 27, 2022
    Date of Patent: September 26, 2023
    Assignee: LIVEPERSON, INC.
    Inventors: Glen Clodore, Matthew Smith
  • Patent number: 11765273
    Abstract: Data analysis, filter, and presentation techniques are described for an example call management system. An example method for a data management system includes receiving, from a user device, an account identifier of a first person, receiving, from the user device, a first message related to a topic of conversation to be discussed during a telephone call with the first person, determining, based on the account identifier and within a pre-determined time period, a presence of a set of data that describes conversation(s) from prior telephone call(s)/chat(s) with the first person, and sending, to a computer, at least some data from the set of data and a second message that indicates that the telephone call is mapped to a second person, where the computer is configured to display on a screen the second message and a presentation option that presents the at least some data via the computer.
    Type: Grant
    Filed: July 19, 2022
    Date of Patent: September 19, 2023
    Assignee: United Services Automobile Association (USAA)
    Inventors: Gregory David Hansen, Megan Sarah Jennings, Emily Margaret Gray, Gregory B. Yarbrough, Charles Balasingh, Janelle Denice Dziuk, Samip Dilip Mehra, David Patrick Dixon
  • Patent number: 11758048
    Abstract: Provided herein are methods, systems, computing devices, and/or computing entities for generating a performance metric recommendation by generating an agent group data object for an agent profile; generating an agent assessment data object for the agent profile; generating an inferred performance gap data object for the agent profile; and generating the performance metric recommendation based at least in part on the inferred performance gap data object.
    Type: Grant
    Filed: April 11, 2022
    Date of Patent: September 12, 2023
    Assignee: Optum, Inc.
    Inventors: Jun Li, Julie Zhu
  • Patent number: 11750742
    Abstract: A device may receive audio data of a first call between a first user and a second user. The device may generate, based on the audio data, time series data associated with an audio signal of the first call and may process, using a first machine learning model, the time series data to generate first call insight information regarding one or more first insights associated with the first call. The device may process the audio data to generate image data associated with the audio signal and may process, using a second machine learning model, the image data to generate second call insight information regarding one or more second insights associated with the first call. The device may combine the first call insight information and the second call insight information to generate combined call insight information and cause an action to be performed based on the combined call insight information.
    Type: Grant
    Filed: September 8, 2022
    Date of Patent: September 5, 2023
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Subham Biswas, Saurabh Tahiliani
  • Patent number: 11748802
    Abstract: A Method and a system which enables any device with text messaging capability to order at least one or plurality of products or services by sending a text or (SMS—Short Messaging Service) to a specific phone number (long code or short code) assigned to the store or chain of stores from which the products or services are ordered.
    Type: Grant
    Filed: November 13, 2017
    Date of Patent: September 5, 2023
    Assignee: TINY PLANET INC
    Inventor: Dinesh Kumar Arsid
  • Patent number: 11750552
    Abstract: Systems and methods for automated evaluation system routing are described herein. The system can include a memory, which can include a model database and a correlation database. The system can include a first user device and a second user device. The system can include at least one server. The at least one server can: receive a response communication from the user device; generate an initial evaluation value according to an AI model; determine a correlation between the initial evaluation value and evaluation range data; accept the initial evaluation value when the correlation exceeds a threshold value; and route the response communication to the second user device for generation of an elevated evaluation value when the correlation does not exceed the threshold value.
    Type: Grant
    Filed: June 21, 2017
    Date of Patent: September 5, 2023
    Assignee: PEARSON EDUCATION, INC.
    Inventors: Kyle Habermehl, Karen Lochbaum, Robert Sanders, Walter Denny Way, Ryan Calme
  • Patent number: 11743389
    Abstract: A call management system of a call center identifies an inbound caller based upon computer analysis of customer identifiers, which may include at least two of customer name, street address, and zip code. Approximate string matching analysis matches n-grams generated from strings within customer identifiers, with n-grams generated from customer identification fields while searching one or more databases. Approximate string matching can incorporate a closeness metric based on Jaccard distance, and a Gaussian mixture model of best matches. In one embodiment, a polymr search engine analyzes customer identifiers of inbound callers to retrieve customer data, such as customer demographic data, matched to the customer identifiers. In another embodiment, the polymr search engine analyzes customer identifiers of inbound callers to identify repeat callers and retrieve previously collected customer data.
    Type: Grant
    Filed: November 14, 2022
    Date of Patent: August 29, 2023
    Assignee: Massachusetts Mutual Life Insurance Company
    Inventors: Gareth Ross, Andrew Reagan, Randall Schwager
  • Patent number: 11736430
    Abstract: The present disclosure relates generally to systems and methods for facilitating proactive two-way communication sessions. One example includes proactively sending a message, where when the message is received, the message initiates a conversation with a user across a first messaging platform. When it is dynamically determined that the first messaging platform is unavailable, a list of prioritized alternative messaging platforms is dynamically generated. A prioritized second messaging platform is selected from the list of prioritized alternative messaging platforms, and the message is dynamically modified in accordance with standards associated with the prioritized second messaging platform. When a response is then received after sending the modified message on the prioritized second messaging platform, an agent is selected from a pool of agents to respond.
    Type: Grant
    Filed: August 13, 2021
    Date of Patent: August 22, 2023
    Assignee: LIVEPERSON, INC.
    Inventors: Linh Tran, Neelima Patel
  • Patent number: 11722600
    Abstract: A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.
    Type: Grant
    Filed: October 26, 2020
    Date of Patent: August 8, 2023
    Assignee: United Services Automobile Association (“USAA”)
    Inventor: John R. Harris
  • Patent number: 11689661
    Abstract: A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.
    Type: Grant
    Filed: July 21, 2022
    Date of Patent: June 27, 2023
    Assignee: LIVEPERSON, INC.
    Inventors: Marc Hayes, Matt Fanning
  • Patent number: 11687811
    Abstract: A question database storing questions and a conditional probability of one question to be asked given that a previous question was asked is searched to predict a future question based on the conditional probability stored in the question database given an input question as the previous question. The future question is suggested to a user. Responsive to receiving an acceptance of the future question, the question database is updated to strengthen the conditional probability associated with the future question occurring given the input question. An answer to the future question can be provided and searching, predicting, suggesting and updating may be repeated, with the future question as the input question, until the future question is declined.
    Type: Grant
    Filed: September 23, 2019
    Date of Patent: June 27, 2023
    Assignee: International Business Machines Corporation
    Inventors: Ana P. Appel, Andre Gama Leal, Renan Francisco Santos Souza
  • Patent number: 11687634
    Abstract: Various embodiments are generally directed to techniques for multi-voice speech recognition commands, such as based on monitoring a telecommunications channel between first and second devices, for instance. Some embodiments are particularly directed to prompting initiation of a transaction between a first entity associated with a first device and a second entity associated with a second device based on detection of an audible request corresponding to the second entity and an audible response corresponding to the first entity.
    Type: Grant
    Filed: November 16, 2020
    Date of Patent: June 27, 2023
    Assignee: Capital One Services, LLC
    Inventors: Paul Hurlocker, Austin Grant Walters, Jeremy Edward Goodsitt
  • Patent number: 11689668
    Abstract: A secure payment agent assist (“SPAA”) feature provides assistance to a contact center agent during a transaction involving sensitive information, where the sensitive information provided by the remote party is maintained in secure manner, so that the agent is not exposed to it. The agent is assisted by being provided with a pop-up window that allows the agent to invoke a “recollect” and “cancel” function during the transaction. The pop-up window also provides information to the agent making the agent aware of the progress of the transaction as the remote party interacts with an interactive voice response (“IVR”) unit. In other embodiments, a configuration parameter allows the prompts for the payment information to be provided by the agent or the IVR.
    Type: Grant
    Filed: August 20, 2020
    Date of Patent: June 27, 2023
    Assignee: Noble Systems Corporation
    Inventors: Charles S. Mathis, Jason S. Conner, Jason P. Ouimette
  • Patent number: 11689662
    Abstract: A system including a mobile application on a user's mobile device for connecting to a plurality of contact centers and providing personalized context to the user. The system includes: the mobile application; a connection from the mobile application to a central API service, wherein the central API service provides authentication tokens to the mobile application for facilitating interaction therebetween; a plurality of vendors which the user has associated with their profile and have been integrated with the central API service, wherein the vendors are operably connected with the central API service for information sharing; and a plurality of media channels connecting the plurality of vendors with the central API service, allowing the user to: view personalized context from past interactions between the user and the plurality of contact centers through the mobile application; and connect with the contact centers.
    Type: Grant
    Filed: November 4, 2021
    Date of Patent: June 27, 2023
    Inventors: John Bohan Jiang, Clive John-Chuan, William Zhao, Robert J. Culbert, Colin Kum-Teng Hung
  • Patent number: 11683411
    Abstract: A call handler is configured to originate calls using records stored in a contact list by using various campaign call data comprising a set of calling party numbers or “ANIs” that are to be used when originating calls. Each ANI is associated with a status, which reflects whether a terminating voice service provider has blocked a prior call using that ANI. The call handler is configured to recognize when a call is blocked by examining SIP protocol-based error codes and/or intercept announcements provided by the carrier when the call is blocked. Upon detecting the call is blocked, the call handler will update the status of that ANI and select another ANI value from the campaign call data to use for subsequent call originations of that campaign. A set of ANIs that a carrier has blocked may be stored to facilitate subsequent redress with that carrier.
    Type: Grant
    Filed: February 2, 2021
    Date of Patent: June 20, 2023
    Assignee: Noble Systems Corporation
    Inventor: Karl H. Koster
  • Patent number: 11677870
    Abstract: Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the exchange.
    Type: Grant
    Filed: February 24, 2021
    Date of Patent: June 13, 2023
    Assignee: UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)
    Inventors: Anthony Scott Farnsworth, Zakery Layne Johnson, Joshua S. Kerr, Eric Smith, Charles Lee Oakes, III, Thomas Bret Buckingham, Maland Keith Mortensen, John Raymond Harris, Joshua Samuel Leonard, Vijay Jayapalan, Minya Liang, Justin Dax Haslam, Robert Barner, Ross Andrew Thiele
  • Patent number: 11677873
    Abstract: The need for efficient and effective communications is of key importance to contact centers. Agent communications with customers are designed to maximize results while minimizing resources, in particular the time required for human agents to be engaged with a particular customer. Often the impact of two agents on a communication can both improve customer satisfaction and better produce the intended result of the communication. However, two (or more) live agents is resource intensive. By providing a virtual agent controlled, entirely or in part, by a live agent, the customer may be presented with the appearance of two agents while requiring the human resources of a single agent.
    Type: Grant
    Filed: November 25, 2020
    Date of Patent: June 13, 2023
    Assignee: Avaya Management L.P.
    Inventors: Valentine C. Matula, Shamik Shah
  • Patent number: 11677863
    Abstract: An efficient computer-implemented method that allows an owner of a website to initiate voice and/or video calls with clients that are visiting the website of the owner in a manner that is simple for the visitor and can use fewer network resources than in prior approaches. The visit of the client to the website causes creating a socket connection between the client and the server. The server executes an application program to maintain a list of connected clients, and various metadata about the clients, which is presented to the website owner in an interface display. The owner can select any particular client among all the clients in the list, to initiate a peer-to-peer connection with that particular client and begin a call with them. The process executes without the client explicitly requesting a call.
    Type: Grant
    Filed: March 10, 2022
    Date of Patent: June 13, 2023
    Assignee: ServiceBell, Inc.
    Inventors: Daniel Ternyak, William O'Beirne, Aaron Stricker
  • Patent number: 11665285
    Abstract: An embodiment of the system for publishing events of a telephony application to a client includes a call router that generates events from the telephony application and an event router that manages the publication of events generated by the call router and that manages the subscription to events by clients. The system can be used with a telephony application that interfaces with a telephony device and an application server.
    Type: Grant
    Filed: March 31, 2021
    Date of Patent: May 30, 2023
    Assignee: Twilio Inc.
    Inventors: Jeffrey Lawson, John Wolthuis, Evan Cooke
  • Patent number: 11657424
    Abstract: A system and method for multi-channel dynamic advertisement testing. The system comprises a multi-platform adaptive ad campaign manager, a dynamic advertisement engine, a campaign database, and an omnichannel text-based communicator. The system receives customer interactions with two advertisement test variants, establishes a real-time media stream between a customer device and a second user device, and monitors the media stream to collect data related to effectiveness of the advertisement variants. The system may analyze media stream data together with a plurality of other data types to statistically determine which of the two advertisement variants resulted in better performance based on a variety of advertisement metrics. The system may use the plurality of data and the statistical analysis to suggest an advertisement element to be altered in the next round of advertisement variant testing. This system can combine data collection and analytics for an ad campaign together into one system.
    Type: Grant
    Filed: August 2, 2022
    Date of Patent: May 23, 2023
    Assignee: TAPTEXT LLC
    Inventor: Steve Doumar
  • Patent number: 11652923
    Abstract: Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queuing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.
    Type: Grant
    Filed: October 28, 2021
    Date of Patent: May 16, 2023
    Assignee: Avaya Inc.
    Inventors: Jibin George, Salil Dhawan, Sandeep Goynar, Harsimran Jeet Singh
  • Patent number: 11645621
    Abstract: A system and method of optimizing employee communication to improve workplace engagement and retention is a data collection, storage, and processing software program that can improve employee retention and job performance by employing each employee with an accessible, personalized chatbot assistant. The chatbot assistant directly interacts with an employee to determine optimal solutions based on the employee's implicit or explicit needs and aspirations. The chatbot assistant further makes suggestions based on interactions with the employee and automatically implements any solutions chosen by the employee. Conversational data is collected and used to calculate optimal interactions with each employee. Such data is also valuable in calculating and responding to employee sentiment, thereby improving retention by responding to those calculated emotional scores.
    Type: Grant
    Filed: December 28, 2020
    Date of Patent: May 9, 2023
    Assignee: Humaxa, Inc.
    Inventor: Carolyn Peer
  • Patent number: 11645591
    Abstract: An example system for dynamic agent management involving multiple queues is presented. The system may include a remote network management platform that manages a network by way of a computational instance. A first group and a second group of agents may be assigned to address work items in a first queue in the computational instance. The second group may also be assigned to address and prioritize work items in a second queue in the computational instance. A computing device within the computational instance may assign a work item originating from a client device in the managed network into the first queue according to routing rules. The assignment may cause a timer to record a duration that the work item is in the first queue. The computing device may assign one of the second group of agents to address the work item based on the duration exceeding a pre-determined value.
    Type: Grant
    Filed: January 21, 2021
    Date of Patent: May 9, 2023
    Assignee: ServiceNow, Inc.
    Inventors: Victor Chung-Wai Chan, Scott Michael Rhodes, Prithvi Yoganand
  • Patent number: 11647098
    Abstract: A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.
    Type: Grant
    Filed: October 27, 2022
    Date of Patent: May 9, 2023
    Assignee: NICE LTD.
    Inventors: Jonathan Erez, Ofir Mecayten, Yaron Cohen
  • Patent number: 11641427
    Abstract: An embodiment of the system for publishing events of a telephony application to a client includes a call router that generates events from the telephony application and an event router that manages the publication of events generated by the call router and that manages the subscription to events by clients. The system can be used with a telephony application that interfaces with a telephony device and an application server.
    Type: Grant
    Filed: March 31, 2021
    Date of Patent: May 2, 2023
    Assignee: Twilio Inc.
    Inventors: Jeffrey Lawson, John Wolthuis, Evan Cooke
  • Patent number: 11632341
    Abstract: An approach is disclosed that provides personalized two-way communication with a uniquely identified object and an AI agent. Information about the object in a context associated with a requestor is received to access to an object knowledge base. The information is analyzed to determine a unique reference for the object. A selected set of the received information and the object categorization may be sent to an object knowledge base populated with AI configuration parameters tied to uniquely identified objects. The object knowledge base is searched for the unique reference to determine a registration assessment. The registration assessment is one of registered and not registered. When the registration assessment is determined to be not registered, the object is added to the object knowledge base. After receiving an AI connection from the object knowledge base, the context associated with the requestor is sent to the AI connection.
    Type: Grant
    Filed: March 14, 2021
    Date of Patent: April 18, 2023
    Inventor: Jenny Z. Wang
  • Patent number: 11632471
    Abstract: An embodiment of the system for publishing events of a telephony application to a client includes a call router that generates events from the telephony application and an event router that manages the publication of events generated by the call router and that manages the subscription to events by clients. The system can be used with a telephony application that interfaces with a telephony device and an application server.
    Type: Grant
    Filed: March 31, 2021
    Date of Patent: April 18, 2023
    Assignee: Twilio Inc.
    Inventors: Jeffrey Lawson, John Wolthuis, Evan Cooke
  • Patent number: 11627221
    Abstract: A call captioning system for captioning a hearing user's (HU's) voice signal during an ongoing call with an assisted user (AU) includes: an AU communication device with a display screen and a caption service activation feature, and a first processor programmed to, during an ongoing call, receive the HU's voice signal. Prior to activating the caption service via the activation feature, the processor uses an automated speech recognition (ASR) engine to generate HU voice signal captions, detect errors in the HU voice signal captions, use the errors to train the ASR software to the HU's voice signal to increase accuracy of the HU captions generated by the ASR engine; and store the trained ASR engine for subsequent use. Upon activating the caption service during the ongoing call, the processor uses the trained ASR engine to generate HU voice signal captions and present them to the AU via the display screen.
    Type: Grant
    Filed: June 25, 2020
    Date of Patent: April 11, 2023
    Assignee: ULTRATEC, INC.
    Inventors: Robert M. Engelke, Kevin R. Colwell, Christopher R. Engelke
  • Patent number: 11622042
    Abstract: Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.
    Type: Grant
    Filed: March 28, 2022
    Date of Patent: April 4, 2023
    Assignee: INTUIT INC.
    Inventors: Prarit Lamba, Clifford Green
  • Patent number: 11622043
    Abstract: Apparatuses and methods concerning providing a data-communications virtual assistant are disclosed. As an example, one apparatus includes a data-communications server. The data communications server is configured to process user-data-communication between a client station and another client station participating in data-communications via the data-communications server, where each client station is associated with one client entity. The server is also configured to identify a context for each user-data-communication between the client station and the other client station, where the context corresponds to at least one communications-specific characteristic associated with the user-data-communication. The server is further configured to apply call routing based on the identified context.
    Type: Grant
    Filed: March 18, 2020
    Date of Patent: April 4, 2023
    Assignee: 8x8, Inc.
    Inventors: Arunim Samat, Soumyadeb Mitra, Vijai Gandikota, Manu Mukerji, Solomon Fung