Having A Multimedia Feature (e.g., Connected To Internet, E-mail, Etc.) Patents (Class 379/265.09)
  • Patent number: 11323564
    Abstract: A system, method, and computer-readable medium for performing a customer service interaction estimation operation, comprising: training a customer service interaction estimation system using a training dataset of cases to provide a trained predictive model; identifying current open cases via the customer service interaction system; applying the trained predictive model to the current open cases to identify low customer experience cases; generating an estimation output relating to the current open cases, the estimation output identifying an open case subset of cases having a high risk of high effort to resolve.
    Type: Grant
    Filed: January 4, 2018
    Date of Patent: May 3, 2022
    Assignee: Dell Products L.P.
    Inventors: Patrick Dwane, Henrique C. Wisnieski
  • Patent number: 11323569
    Abstract: A contact center network including a contact center unit connected via a communication network to a plurality of agents and to a plurality of IoT devices, wherein each one of the plurality of IoT devices is equipped with sensor devices adapted to measure predetermined IoT measurement data, and at least one actuator device adapted to control the IoT device remotely, wherein the contact center unit is connectable to the sensor devices and the actuator devices via a IoT middleware unit adapted to receive an incident notification, if sensor measurement data matches a predetermined criterion indicating an incident, and wherein the contact center unit includes a routing unit adapted to route a contact based on the incident information comprised in the incident notification to an agent. Further, embodiments relate to a method for establishing a communication session in a contact center network.
    Type: Grant
    Filed: March 25, 2021
    Date of Patent: May 3, 2022
    Assignee: INCONTACT INC.
    Inventors: Anderson Foggiatto, Diego Roberto Vieira Cassiano, Joao Armenio Neto
  • Patent number: 11315065
    Abstract: Method starts with processing, by a processor, audio signal to generate audio caller utterance. Processor generates an agent action ranking score associated with the audio caller utterance and determines whether the agent action ranking score is below a minimum threshold. In response to determining that the agent action ranking score is below the minimum threshold, processor generates a transcribed caller utterance using a speech-to-text processor and generates an identified task based on the transcribed caller utterance. Using the transcribed caller utterance and a task-specific agent coaching neural network associated with the identified task, processor generates an ideal response. Processor generates a feedback result and causes the feedback result to be displayed on a display device of the agent client device. Other embodiments are disclosed herein.
    Type: Grant
    Filed: December 19, 2019
    Date of Patent: April 26, 2022
    Assignee: Express Scripts Strategic Development, Inc.
    Inventors: Christopher M. Myers, Danielle L. Smith
  • Patent number: 11314746
    Abstract: Systems and methods for continuous processing of unstructured data streams are provided. Information may be stored in memory regarding a query, including associated search results and statistics derived at an identified time. After the identified time, unstructured data may be received from a plurality of streams over a communication network. A full-text search may be conducted on the received unstructured data based on the query to yield one or more matches. The stored statistics associated with the query may be retrieved from memory and updated based on the search results of the unstructured data received at the subsequent time. The updated statistics may then be stored in memory for retrieval at a subsequent time.
    Type: Grant
    Filed: February 25, 2014
    Date of Patent: April 26, 2022
    Assignee: CISION US INC.
    Inventors: Rajeev Anand Kadam, Georgy Balayan, Vishal Harshvardhan Sankhla, Shrikar Archak
  • Patent number: 11310365
    Abstract: Method starts with processing, by processor, receiving audio signal of communication session between member-related client device and agent client device. Processor processes audio signal to generate caller utterances, each including audio caller utterance and transcribed caller utterance. Caller utterances includes first and second caller utterances. For each of the plurality of caller utterances, processor generates relationship data based on transcribed caller utterance, generates identified task based on transcribed caller utterance, and generates task completion probability result based on audio caller utterance, relationship data, and identified task, and stores the task completion probability result in a database. Processor computes agent action ranking score that is based on difference between task completion probability result of first caller utterance and task completion probability result of second caller utterance that precedes first caller utterance.
    Type: Grant
    Filed: May 3, 2021
    Date of Patent: April 19, 2022
    Assignee: Express Scripts Strategie Development, Inc.
    Inventors: Christopher M. Myers, Danielle L. Smith
  • Patent number: 11310291
    Abstract: This invention relates to a method of processing sensitive information over VoIP. The method provides a method of processing, by a call processor, a media call comprising the steps of: receiving a first signalling stream from a first entity; creating a second signalling stream to a second entity; forwarding signals received from the first signalling stream to the second signalling stream; receiving a third signalling stream from the second entity; creating a fourth signalling stream to the first entity; and forwarding signals received on the third signalling stream to the fourth signalling stream; the first signalling stream containing instructions to set up a media call between the first entity and the second entity such that media is transmitted over a first media stream from the first entity to the second entity and a media is transmitted over a second media stream from the second entity to the first entity without intervention by said call processor.
    Type: Grant
    Filed: October 9, 2018
    Date of Patent: April 19, 2022
    Assignee: PCI-PAL (U.K.) Limited
    Inventors: Geoff Forsyth, César Branco, James Thorpe
  • Patent number: 11290597
    Abstract: A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
    Type: Grant
    Filed: March 18, 2021
    Date of Patent: March 29, 2022
    Assignee: Avaya Inc.
    Inventors: Harshad Apshankar, Valentine C. Matula
  • Patent number: 11272058
    Abstract: A method for summarizing dialogs may include obtaining an agent text stream and a customer text stream, segmenting the agent text stream and customer text stream into sentences, and labeling sentences associated with the segmented agent text stream and the segmented customer text stream. The method may further include extracting sentences from the agent text stream and the customer text stream based upon frequencies of appearance of words and terms of interest; generating an agent summary paragraph based on the extracted sentences from the agent text stream, and generating a customer summary paragraph based on the extracted sentences from the customer text stream. The method may identify keywords associated with each of the agent summary paragraph and the customer summary paragraph.
    Type: Grant
    Filed: July 27, 2020
    Date of Patent: March 8, 2022
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Farid Khafizov, Vittal N. Gunturu, Travis R. McLaren, Wade W. Hiney, Aleksandr Iakubovich
  • Patent number: 11258902
    Abstract: To allow the human customer service agents to specialize in the instances where human service is preferred, but to scale to the volume of large call centers, systems and methods are provided in which human agents and intelligent virtual assistants (IVAs) co-handle a conversation with a customer. IVAs handle simple or moderate tasks, and human agents are used for those tasks that require or would benefit from human compassion or special handling. Instead of starting the conversation with an IVA and then escalating or passing control of the conversation to a human to complete, the IVAs and human agents work together on a conversation.
    Type: Grant
    Filed: September 25, 2019
    Date of Patent: February 22, 2022
    Assignee: VERINT AMERICAS INC.
    Inventor: Ian Beaver
  • Patent number: 11245795
    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: October 7, 2020
    Date of Patent: February 8, 2022
    Assignee: Verint Systems UK Limited
    Inventors: Conor Adams, Raymond Campbell
  • Patent number: 11232471
    Abstract: A system and method for omnichannel text-based routing, transfer, and customer-to-enterprise communications. The system is a cloud-based network containing an interaction control server, a routing engine, an optimization 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: June 15, 2021
    Date of Patent: January 25, 2022
    Assignee: TAPTEXT LLC
    Inventors: Steve Doumar, Paul Levasseur
  • Patent number: 11233904
    Abstract: Apparatus and methods for gathering information from layered bots. The apparatus may be configured to run an instance of a user-facing bot. The platform may be configured to send to a selected support bot a back-end query. The platform may be configured to receive from the selected support bot an “OPEN” conversation status for the conversation. The platform may be configured to receive, after receiving the “OPEN” conversation status: a response to the back-end query; and a status update for the conversation status. The status update may be “WAITING”. The platform may be configured to repeat (a) through (c) below until the status update is “CLOSED”: (a) acquire from the user a responsive supplemental fact; (b) transmit to the contact bot the responsive supplemental fact; (c) receive from the contact bot: a response to the supplemental fact; and a status update for the conversation status.
    Type: Grant
    Filed: May 20, 2021
    Date of Patent: January 25, 2022
    Assignee: Bank of America Corporation
    Inventors: Maruthi Z. Shanmugam, Nishant H. Shah, Chris Welles, David Randall, Kiran Kadekoppa
  • Patent number: 11178282
    Abstract: A method and apparatus for guiding an agent during an active call between the customer and an agent is provided. The method comprises extracting, at a call analytics server (CAS), from a transcribed text of an audio of a call between a customer and an agent, a call context. Based on at least one of the call context, a call metadata, or a customer historical data, occurrence of a qualifying event is determined. Upon occurrence of the qualifying event, an action from multiple actions is identified based on at least one of the call context, the call metadata, or the customer historical data. The identified action is sent as guidance from the CAS to a graphical user interface (GUI) accessible by the agent, while the call is active.
    Type: Grant
    Filed: December 31, 2020
    Date of Patent: November 16, 2021
    Assignee: UNIPHORE TECHNOLOGIES INC.
    Inventors: Samith Ramachandran, Umesh Sachdev
  • Patent number: 11172064
    Abstract: In accordance with one aspect of the invention, a process for handling emergency calls from a caller in a voice over IP system is described. The process involves receiving a routing request message including a caller identifier and a callee identifier. The process also involves setting an emergency call flag active in response to the callee identifier matching an emergency call identifier pre-associated with the caller. The process further involves producing an emergency response center identifier in response to the emergency call identifier. The process also involves determining whether the caller identifier is associated with a pre-associated direct inward dialing (DID) identifier. The process further involves producing a direct inward dialing (DID) identifier for the caller by associating a temporary DID identifier with the caller identifier when the emergency call flag is active and it is determined that the caller has no pre-associated DID.
    Type: Grant
    Filed: January 31, 2017
    Date of Patent: November 9, 2021
    Assignee: VoIP-Pal.com, inc.
    Inventors: Johan Emil Viktor Björsell, Maksym Sobolyev
  • Patent number: 11153439
    Abstract: Managing occupancy of agents in a multi-channel contact center includes receiving an incoming contact assignable to a plurality of agents of the contact center; determining a respective availability score for each of the plurality of agents according to an agent selection strategy; and associating a respective weighting factor with each of the plurality of agents. Additionally, a respective adjusted availability score is calculated for each of the plurality of agents based on the associated respective weighting factor and the respective availability score; and the incoming contact is routed to one of the plurality of agents based on the adjusted availability scores. The described weighting strategies are particularly beneficial when applying the weighting factor across multiple channels (or media types), where each channel has its own demands.
    Type: Grant
    Filed: October 22, 2018
    Date of Patent: October 19, 2021
    Assignee: Avaya Inc.
    Inventor: Dara Geary
  • Patent number: 11144846
    Abstract: Methods for leveraging a plurality of machine-learning algorithms to improve a chat interaction are provided. The methods may include monitoring for initiation of a live chat session; alerting and assigning a chat responder to the live chat session; engaging one or more of a plurality of automated chat tools, the tools loaded with artificial intelligence (AI), in order to improve the response of the responder during the session; reviewing and retrieving, using the AI, from a machine learning (ML) library in electronic communication with the AI, historical information; presenting, on a chat responder screen, selected actionable information generated based on the historical information, to the responder; integrating, based on pre-determined conditions, chat responses into the ML library; and integrating into the ML library, based on the same or other pre-determined conditions, chat comments. The chat comments are generated by a chat initiator.
    Type: Grant
    Filed: May 15, 2020
    Date of Patent: October 12, 2021
    Assignee: Bank of America Corporation
    Inventors: Ramakrishna R. Yannam, Ashwini Patil, Priyank R. Shah, Ravisha Andar
  • Patent number: 11134151
    Abstract: A conversation may be monitored in real time using a trained machine learning model. This real-time monitoring may detect attributes of a conversation, such as a conversation type, a state of a conversation, as well as other attributes that help specify a context of a conversation. Contextually appropriate behavioral targets may be provided by machine learning model to an agent participating in a conversation. In some embodiments, these “behavioral targets” are identified by applying a set of rules to the contemporaneously identified conversation attributes. The behavioral targets may be defined in advance prior to the start of a conversation. In this way, the machine learning model may be trained to associate particular behavioral target(s) with one or more conversation attributes (or collections of attributes). This facilitates the real-time monitoring of a conversation and contemporaneous guidance of an agent with machine-identified behavioral targets.
    Type: Grant
    Filed: December 28, 2020
    Date of Patent: September 28, 2021
    Assignee: CRESTA INTELLIGENCE INC.
    Inventors: Tianlin Shi, Peter Elliot Schmidt-Nielsen, Navjot Matharu, Alexander Donald Roe, JungHa Lee, Syed Zayd Enam
  • Patent number: 11113081
    Abstract: According to an embodiment of the present invention, a video is generated from a communication session pertaining to support for use of a user interface. A scenario is identified within a document including content of the communication session. One or more items corresponding to the identified scenario and associated with the user interface are extracted from the document. The extracted items are mapped to corresponding aspects of the user interface, wherein at least one of the extracted items remains unmapped to the user interface. At least one question is determined for a user to receive information to map an unmapped item to a corresponding aspect of the user interface. A video is generated based on the mapped aspects of the user interface to reproduce one or more activities performed during the use of the user interface.
    Type: Grant
    Filed: November 25, 2019
    Date of Patent: September 7, 2021
    Assignee: International Business Machines Corporation
    Inventors: Enara C. Vijil, Abhijit Mishra, Seema Nagar, Kuntal Dey
  • Patent number: 11115531
    Abstract: A conversation may be monitored in real time using a trained machine learning model. This real-time monitoring may detect attributes of a conversation, such as a conversation type, a state of a conversation, as well as other attributes that help specify a context of a conversation. Contextually appropriate behavioral targets may be provided by machine learning model to an agent participating in a conversation. In some embodiments, these “behavioral targets” are identified by applying a set of rules to the contemporaneously identified conversation attributes. The behavioral targets may be defined in advance prior to the start of a conversation. In this way, the machine learning model may be trained to associate particular behavioral target(s) with one or more conversation attributes (or collections of attributes). This facilitates the real-time monitoring of a conversation and contemporaneous guidance of an agent with machine-identified behavioral targets.
    Type: Grant
    Filed: December 28, 2020
    Date of Patent: September 7, 2021
    Assignee: CRESTA INTELLIGENCE INC.
    Inventors: Tianlin Shi, Peter Elliot Schmidt-Nielsen, Navjot Matharu, Alexander Donald Roe, JungHa Lee, Syed Zayd Enam
  • Patent number: 11115528
    Abstract: A technology is described for providing virtual call assistants and call options to identified callers. An example method may include identifying a caller and a call recipient using addressing information included in a call received at a call control service. After identifying the caller, a priority designation assigned to the caller may be obtained from an agent linking profile. An interactive agent linked to the priority designation assigned to the caller may be identified, wherein the interactive agent may be configured to provide prioritized call services. Thereafter, the interactive agent linked to the priority designation may be invoked.
    Type: Grant
    Filed: January 25, 2018
    Date of Patent: September 7, 2021
    Assignee: Amazon Technologies, Inc.
    Inventors: Siddhartha Shankara Rao, Samuel Rislove Etler, Carlin Wiegner
  • Patent number: 11115535
    Abstract: Techniques for sharing control of assigning tasks may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.
    Type: Grant
    Filed: February 5, 2021
    Date of Patent: September 7, 2021
    Assignee: Afiniti, Ltd.
    Inventors: Ain Chishty, Hassan Afzal
  • Patent number: 11082561
    Abstract: A system and method provide an automation solution for guiding a contact center agent during a communication session by providing contextual in-line assistance. Robotic process automation (RPA) is used for automating workflows and processes with robots that capture information from multiple applications of a contact center system and generate contextual guidance for the contact center agent via callout activities during the communication session.
    Type: Grant
    Filed: February 4, 2020
    Date of Patent: August 3, 2021
    Assignee: UiPath, Inc.
    Inventors: Palak Kadakia, Anastasia Paushkina, Wei Si, Sankara Narayanan K. Venkataraman, Justin Marks
  • Patent number: 11082562
    Abstract: A contact center system and related methods for handling teleservices in voice and data through a plurality of mobile devices such as smartphones is provided. The contact center system is characterized by a very wide functional platform for contact center fully integrated in a single system, with maximum elasticity to increase or decrease capacities based on the characteristics of the cloud, and capable to deliver via an agent mobile platform all the functionality of a fixed-up workstation into a smartphone. The contact center system according to the embodiments is capable to route a call from a customer's device, using a local telecommunications network, to the contact center system, which transforms it into a digital call; the call is assigned to an agent using a mobile platform.
    Type: Grant
    Filed: March 13, 2019
    Date of Patent: August 3, 2021
    Inventor: Aurelio Luis Miguel Alonso Y Caloca
  • Patent number: 11080717
    Abstract: A customer assistance guidance system includes an interface for communicating information to a customer relationship management (CRM) system. The system receives state information from the CRM system that defines a current interaction state between an agent of the CRM system and a customer. The system may predict, based on the state information, a next interaction state between an agent of the CRM system and the customer. The system may communicate the predicted next interaction state to the CRM system to facilitate the suggestion of a next course of action for the agent to perform.
    Type: Grant
    Filed: October 3, 2019
    Date of Patent: August 3, 2021
    Assignee: ACCENTURE GLOBAL SOLUTIONS LIMITED
    Inventors: Davide Coccia, Davide Guglielmo Bellini
  • Patent number: 11076047
    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: February 24, 2021
    Date of Patent: July 27, 2021
    Assignee: LIVEPERSON, INC.
    Inventors: Glen Clodore, Matthew Smith
  • Patent number: 11064073
    Abstract: A system and method provide an integrated automation solution that links multiple systems and applications of a contact center operation and provides a unified support interface and unified knowledge base that delivers relevant data in real-time to assist contact center personnel during a customer interaction. Robotic Process Automation (RPA) is used for automating workflows and processes with robots (e.g., attended and/or unattended) that perform various tasks and activities for capturing information (data, documents, etc.) from multiple front-end and/or back-end systems and applications to provide the necessary data and information in real-time during a contact center session.
    Type: Grant
    Filed: December 5, 2019
    Date of Patent: July 13, 2021
    Inventors: Palak Kadakia, Ankit Saraf
  • Patent number: 11055054
    Abstract: A first device may receive a request to establish a replication session between a second device and a third device, where the replication session is associated with replicating user interactions with a user interface of an application across a first instance and a second instance of the application. The first device may receive, after receiving the request, information identifying a set of interactions by a user of the second device with a first user interface provided for display by the first instance. The first device may determine, from the information, a set of instructions related to causing an indication for the set of interactions to be provided for display on a second user interface provided for display for the second instance based on the information being received from the second device. The first device may provide, after determining the set of instructions, the set of instructions to the third device.
    Type: Grant
    Filed: April 16, 2020
    Date of Patent: July 6, 2021
    Assignee: Capital One Services, LLC
    Inventors: Michael Mossoba, Abdelkadar M'Hamed Benkreira, Joshua Edwards
  • Patent number: 11050886
    Abstract: Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.
    Type: Grant
    Filed: February 4, 2021
    Date of Patent: June 29, 2021
    Assignee: Afiniti, Ltd.
    Inventors: Ain Chishty, Hassan Afzal
  • Patent number: 11036796
    Abstract: A method for generating a preview associated with a media file is provided. The method may include receiving a plurality of social comments associated with a plurality of frames corresponding to the media file. The method may also include storing the received plurality of social comments in a repository, whereby the received plurality of social comments is stored with a frame marker. The method may further include analyzing the stored plurality of social comments. The method may additionally include classifying the analyzed plurality of social comments according to at least one sentiment and at least one keyword in the media file.
    Type: Grant
    Filed: November 29, 2018
    Date of Patent: June 15, 2021
    Assignee: International Business Machines Corporation
    Inventors: Jing Jing Hu, Ling Ma, Graham A. Watts, Xiao Jin Zhao
  • Patent number: 11032421
    Abstract: A system for transitioning a telephony or in-person servicing to an artificial intelligence (AI) chat session is disclosed. The system may receive a phone call from a user device associated with a user, and transmit a voice request for personally identifiable information associated with the user. The system may also receive and authenticate the requested personally identifiable information and, in response, generate an authentication token. The system may further receive a servicing intent from the user device, and generate a corresponding servicing intent token. Also, the system may generate an API call to an AI chatbot model, transmit the authentication token and the servicing intent token to the AI chatbot model, and map the servicing intent token to a stored servicing intent. Finally, the system may transmit a message to the user device via the AI chat session.
    Type: Grant
    Filed: March 25, 2020
    Date of Patent: June 8, 2021
    Assignee: CAPITAL ONE SERVICES, LLC
    Inventors: Scott Karp, Deepak Kaushik
  • Patent number: 10997013
    Abstract: A system analyzes descriptions of performance issues that are submitted responsive to inquiries to expediently diagnose and mitigate performance issues. In implementation, inquiries associated with features of an application are exposed at client device. Then, user responses to the inquiries are provided to relief evaluators that analyze the user responses to diagnose reported performance issues. The relief evaluators include diagnostic packages that diagnose predetermined performance issues by analyzing individual user responses to particular inquiries. The relief evaluators also include relief packages that mitigate the predetermined performance issues. A relief package may mitigate the predetermined performance issue by displaying a message that informs the user how to adjust the system state to prevent the reported performance issue “symptom” from reoccurring.
    Type: Grant
    Filed: December 10, 2018
    Date of Patent: May 4, 2021
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Ramesh T. Bangalore, Neelanjana Sachdev, Scott Garrett Thompson, Sushma Ashwin Rao, Dori Paris
  • Patent number: 10999437
    Abstract: A computer-implemented method and system for enhancing interaction between a customer using a client computer and a customer service representative of a company using a workstation. A Web session is commenced on a Web site for the client computer of the customer, wherein the Web session includes displaying a first Web page to the customer. A telephonic interaction is commenced between the customer and the customer service representative and a split screen is displayed on the workstation. The split screen including the first Web page and a second Web page, wherein the second Web page is only viewable by the customer service representative. An application is caused to be moved from the second Web page to the first Web page for review and interaction by the customer via the client computer.
    Type: Grant
    Filed: June 26, 2020
    Date of Patent: May 4, 2021
    Assignee: United Services Automobile Association (“USAA”)
    Inventors: Guy R. Langley, Jason W. Lindley, Donald H. Griffin, Jr., Elizabeth Garretson, Ryan R. Barth, Francisco A. Duran, Ann C. Tarrillion, David W. Roberts
  • Patent number: 10986230
    Abstract: An information handling system receives messages of a chat conversation, and may convert the messages into request and response pairs. The information handling system may also determine customer reaction determinations for respective ones of the request and response pairs, integrate the request and response pairs and the customer reaction determinations into a customer reaction timeline, and generate a chatbook from the customer reaction timeline.
    Type: Grant
    Filed: November 15, 2019
    Date of Patent: April 20, 2021
    Assignee: Dell Products L.P.
    Inventors: Parminder Singh Sethi, Avinash Vishwanath
  • Patent number: 10965761
    Abstract: A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (“GUI”) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session indicator, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions.
    Type: Grant
    Filed: April 3, 2020
    Date of Patent: March 30, 2021
    Assignee: Noble Systems Corporation
    Inventors: Jason P. Ouimette, Jason S. Conner, Deborah L. Nilsen
  • Patent number: 10956670
    Abstract: Embodiments include computer-implemented methods and systems for detecting undesirable and potentially harmful online behavior. The embodiments described and claimed could also be applied to detecting any other type of online behavior to be detected, but the descriptions focuses on detecting online violence. More particularly, the embodiments disclosed relate to detecting online violence using symbolic methods of natural language processing (NLP) that utilize and govern the usage of: 1) syntactic parser for analyzing grammatical context of the input text data, 2) unsupervised learning methods for improving selected aspects of the system and adjusting the system to new data sources and guidelines, and 3) statistical classifiers for resolving specific well-defined sub-tasks, in which statistical approaches surpass the symbolic methods.
    Type: Grant
    Filed: March 1, 2019
    Date of Patent: March 23, 2021
    Assignee: SAMURAI LABS SP. Z O.O.
    Inventors: Michal Wroczynski, Gniewosz Leliwa
  • Patent number: 10951758
    Abstract: It is disclosed a method for remote interaction between an operator and a user, comprising the following steps: a) configuring, on a user's electronic device, a list of interaction processes; b) bidirectionally connecting the user's electronic device to the operator's electronic device; c) exchanging text messages between the operator's electronic device and the user's electronic device; d) configuring in real-time the user's electronic device to execute a step of an interaction process; e) configuring in real-time the operator's electronic device to execute said step of the selected interaction process; f) verifying whether the step of the selected interaction process has been executed; g) in case of a positive verification, approving the step of the selected interaction process and repeating d), e), f), g); h) in case of a negative verification, waiting for execution of the step of the selected interaction process and returning to f).
    Type: Grant
    Filed: February 26, 2018
    Date of Patent: March 16, 2021
    Assignee: Inventia S.R.L.
    Inventors: Andrea Cinelli, Antonio Minosi, Alberto Garoffolo
  • Patent number: 10911598
    Abstract: A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.
    Type: Grant
    Filed: January 2, 2020
    Date of Patent: February 2, 2021
    Assignee: Avaya Inc.
    Inventors: Pushkar Yashavant Deole, Joel M. Ezell
  • Patent number: 10897538
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Grant
    Filed: November 30, 2019
    Date of Patent: January 19, 2021
    Assignee: TALKDESK INC.
    Inventor: Tiago Paiva
  • Patent number: 10891629
    Abstract: This disclosure provides systems and methods for matching a customer with a service representative. A request for service can be received from a customer. A first service interaction can be initiated between the customer and a first service representative. A customer sentiment metric can be determined during the first service interaction. The customer sentiment metric can indicate a level of customer satisfaction during the first service interaction. A second service representative suitable for fulfilling the customer's request for service can be identified, based at least in part on the customer sentiment metric. A second service interaction can be initiated between the customer and the second service representative, responsive to the identification of the second service representative.
    Type: Grant
    Filed: May 19, 2017
    Date of Patent: January 12, 2021
    Assignee: Wells Fargo Bank, N.A.
    Inventors: Wayne Barakat, Thomas E. Gross, Darius Miranda, Marria Wairmola Rhodriquez, Andres J. Saenz, Sadie Salim, Duc M. Trinh
  • Patent number: 10887367
    Abstract: Various methods, apparatuses/systems, and media for delivering a multimedia communication to a thin client device are provided. A processor receives multimedia communication data from a telephony device over a network and transfers the multimedia communication data to a switching device. The processor also establishes a connection between a browser, embedded within the thin client device, and a server. The processor delivers and terminates the multimedia communication data to the thin client device using the browser embedded within the thin client device after establishing the connection between the browser and the server.
    Type: Grant
    Filed: March 25, 2019
    Date of Patent: January 5, 2021
    Assignee: JPMORGAN CHASE BANK, N.A.
    Inventors: Mikhail Domnich, Adeel A. Khan
  • Patent number: 10887465
    Abstract: A network computer system can respond to a call connection signal by making a determination as to whether the call connection is likely to be supported for at least one of the caller or receiver using a first voice communication medium, as compared to an alternative voice communication medium. Based on the determination, the network computer system can cause the call connection to be established using the voice communication medium of the determination.
    Type: Grant
    Filed: May 15, 2018
    Date of Patent: January 5, 2021
    Assignee: UBER TECHNOLOGIES, INC.
    Inventors: Lawrence Benjamin Goldstein, Arjun Vora, Xiaochao Yang, Jeremy Wyatt Lermitte
  • Patent number: 10880436
    Abstract: Various examples are directed to systems and methods for detecting potentially fraudulent voice calls to a financial services institution. A computing system may receive an indication of a voice call placed by a voice caller to an operator. The computing system may generate a network address indicator describing a network location. The network address indicator may be provided to the voice caller. The computing system may receive an indication of a financial services account indicated by the voice caller. The computing system may also receive an indication of an access to the network location by a remote device. The computing system may determine, using the indication of the access to the network location, a first location associated with the remote device and determine that the first location does not match a second location associated with the financial services account. The computing system may generate an alert indicating that the voice call is potentially fraudulent.
    Type: Grant
    Filed: January 23, 2019
    Date of Patent: December 29, 2020
    Assignee: Weils Fargo Bank, N.A.
    Inventors: John Talbert Jackson, Gene C. Baker, Jr., Jon T. Graff, Chad Otto Breunig, Kevin W. Bell, Darrell Lee Suen
  • Patent number: 10860629
    Abstract: Techniques for intelligent task-oriented multi-turn dialog system automation are described. A seq2seq ML model can be trained using a corpus of training data and a loss function that is based at least in part on a distance to a goal. The seq2seq ML model can be provided a user utterance as an input, and a vector of a plurality of values output by a plurality of hidden units of a decoder of the seq2seq ML model can be used to select one or more candidate responses to the user utterance via a nearest neighbor algorithm. In some embodiments, the specially adapted seq2seq ML model can be trained using unsupervised learning, and can be adapted to select intelligent, coherent agent responses that move a task-oriented dialog toward its completion.
    Type: Grant
    Filed: April 2, 2018
    Date of Patent: December 8, 2020
    Assignee: Amazon Technologies, Inc.
    Inventors: Rashmi Gangadharaiah, Balakrishnan Narayanaswamy, Charles Elkan
  • Patent number: 10839432
    Abstract: A method for automating interactions with enterprises includes: receiving, through a user interface, a natural language request from a customer; determining a customer intent from the natural language request; conducting an automated interaction by: determining, by a personal bot controller circuit, an enterprise to service the customer intent; loading an enterprise library for interacting with an application programming interface (API) of the enterprise, the enterprise library including one or more library functions; identifying a library function for servicing the customer intent from among the one or more library functions; generating a request based on the identified library function and the customer intent; transmitting the generated request to the enterprise to initiate an interaction; receiving a response from the enterprise; and notifying the customer of a result of the interaction.
    Type: Grant
    Filed: April 23, 2019
    Date of Patent: November 17, 2020
    Inventors: Yochai Konig, Ron Harlev, Javier Villalobos, James Hvezda, Archana Sekar
  • Patent number: 10831789
    Abstract: A system performs reference attribute query processing in a multi-tenant cloud-based identity and access management (IAM) system by: receiving a request from a client of the multi-tenant cloud-based IAM system, where the request indicates one or more reference attributes associated with a resource that is persisted in a database of the multi-tenant cloud-based IAM system, and the request indicates one or more filter conditions configured to be applied on the one or more reference attributes; building a query based on the one or more reference attributes and the one or more filter conditions; retrieving resource data by executing the query on a database of the multi-tenant cloud-based IAM system, where the retrieved resource data is associated with the one or more reference attributes and satisfies the one or more filter conditions; and returning the retrieved data to the client of the multi-tenant cloud-based IAM system.
    Type: Grant
    Filed: May 29, 2018
    Date of Patent: November 10, 2020
    Assignee: Oracle International Corporation
    Inventors: Sudhir Kumar Srinivasan, Shruthi Chikkanna, Nikhil Yograj Vaishnavi, Xiaoxiao Xu, Gregg Wilson, Venkateswara R. Medam
  • Patent number: 10834255
    Abstract: A method redirecting an indirect call in a call table to direct call includes the steps of: recording frequencies of calls in a frequency table; updating a search trampoline to cache, as direct calls, calls of the call table that are most frequently made according to the recorded calls in the frequency table; receiving a request to perform one of the calls in the call table; performing a search of the search trampoline to determine whether or not the requested call is cached in the search trampoline; if the requested call is cached in the search trampoline, performing the requested call that is cached in the search trampoline; and if the requested call is not cached in the search trampoline, performing the requested call by accessing the call via the call table.
    Type: Grant
    Filed: January 21, 2020
    Date of Patent: November 10, 2020
    Assignee: VMware, Inc.
    Inventors: Nadav Amit, Frederick Joseph Jacobs, Michael Wei
  • Patent number: 10827069
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Grant
    Filed: November 30, 2019
    Date of Patent: November 3, 2020
    Assignee: TALKDESK INC.
    Inventor: Tiago Paiva
  • Patent number: 10827008
    Abstract: User interface integration across multiple clouds is achieved by hosting UI extensions for different services in the same browser window. The UI extensions are initialized by a shell with any necessary security context for the corresponding cloud. The shell provides versioning so that the newest version of the UI is presented to users for all versions of a service. A connector in a local cloud provides translation between APIs across different clouds.
    Type: Grant
    Filed: December 23, 2019
    Date of Patent: November 3, 2020
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Vladimir Pogrebinsky, Manish Tandon, Shriram Natarajan, Jiewen Zheng, Bradley Bartz
  • Patent number: 10827062
    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
    Type: Grant
    Filed: October 31, 2019
    Date of Patent: November 3, 2020
    Assignee: TALKDESK INC.
    Inventor: Tiago Paiva
  • Patent number: 10818295
    Abstract: A method may include obtaining, at a device, a first input that results in audio playback of a first stored message and establishing a network connection between the device and a remote transcription system. The method may include directing audio of the first stored message to the remote transcription system and obtaining transcriptions of the audio from the remote transcription system during playback of the first stored message. The method may include maintaining the network connection after playback of the first stored message and obtaining a second input that results in audio playback of a second stored message. The method may include directing audio of the second stored message to the remote transcription system and obtaining transcriptions of the audio from the remote transcription system during playback of the second stored message. The method may include obtaining an indication to terminate the network connection and terminating the network connection.
    Type: Grant
    Filed: July 3, 2019
    Date of Patent: October 27, 2020
    Assignee: Sorenson IP Holdings, LLC
    Inventors: Christian Lalor, Michael Holm, Michael Stimpson, Brian Chevrier