Routing To Available Agent Patents (Class 379/265.11)
  • Patent number: 11917104
    Abstract: A system and method for enhanced outbound campaign management, comprising a campaign management console, a data services engine, a traffic shaper, an agent desktop, Control agent desktop, an autodialer, and a simple dialer which allows enterprises to conduct unified communications campaigns without differentiating between prior expressed written consent consumers, and those who have not provided prior expressed written consent, to being autodialed or receiving artificial or pre-recorded voice messages, allowing for compliance with regulations regarding such consent without splitting or bifurcating or otherwise hampering communications campaigns for the enterprise customers.
    Type: Grant
    Filed: February 23, 2023
    Date of Patent: February 27, 2024
    Assignee: ACQUEON TECHNOLOGIES INC.
    Inventors: Ashok Raj Susairaju, Ashish Koul
  • Patent number: 11902349
    Abstract: The present disclosure generally provides a system and method for providing a real-time digital virtual audience. The system and method may include processing video associated with an event to produce a corresponding data stream, combining the corresponding data stream with at least one sequence of predictability data stream to create a digital framework, processing the digital framework into at least one representation of at least one object depicted in the video, and transmitting the at least one representation to one or more communication devices associated with one or more virtual audience members, wherein the one or more virtual audience members are viewing the same event using their respective communication devices.
    Type: Grant
    Filed: July 25, 2022
    Date of Patent: February 13, 2024
    Inventors: Jacquelynn R. Lueth, William Garnet
  • Patent number: 11876732
    Abstract: System on a chip, comprising several master pieces of equipment, several slave resources, an interconnection circuit coupled between the master pieces of equipment and the slave resources and capable of routing transactions between master pieces of equipment and slave resources. A first particular slave resource cooperates with an element of the system on a chip, for example a clock signal generator, and the element has the same access rights as those of the corresponding first particular slave resource.
    Type: Grant
    Filed: November 20, 2020
    Date of Patent: January 16, 2024
    Assignees: STMicroelectronics (Rousset) SAS, STMicroelectronics (Alps) SAS, STMicroelectronics (Rousset) SAS, STMicroelectronics (Grand Ouest) SAS
    Inventors: Daniel Olson, Loic Pallardy, Nicolas Anquet
  • Patent number: 11870931
    Abstract: Agent conversation item selection is automated by a server that automatically detects speech in a call and converts that speech to text. Software running on the server retrieves one or more items from a data store based on a determination that the text includes one or more keywords or a change in the subject of the call. The keywords can include phrases. The retrieved items include one or more of scripts, articles, manuals, daily bulletins regarding a system state, or any resource that can be used to assist with a customer call or interaction. The software running on the server generates a user interface (UI) output based on the retrieve items, and transmits the UI output to an agent device. Software running on the agent device receives the UI output and displays the retrieved items on a display of the agent device.
    Type: Grant
    Filed: July 28, 2021
    Date of Patent: January 9, 2024
    Assignee: Zoom Video Communications, Inc.
    Inventor: Nick Swerdlow
  • Patent number: 11831806
    Abstract: A virtual assistant server receives a web request such as a HTTP request with one or more call parameters corresponding to a call redirected from an interactive voice response server. The virtual assistant server inputs the received one or more call parameters to a predictive model, which identifies, based on the one or more call parameters, an intelligent communication mode to route the redirected call to. Subsequently, the virtual assistant server routes the redirected call to the intelligent communication mode.
    Type: Grant
    Filed: June 25, 2021
    Date of Patent: November 28, 2023
    Assignee: KORE.AI, INC.
    Inventors: Rajkumar Koneru, Prasanna Kumar Arikala Gunalan, Rajavardhan Nalluri
  • Patent number: 11818290
    Abstract: Embodiments of the present invention provide systems and methods for determining an engagement level for a customer-agent interaction (e.g., a phone call, text chat, etc.), and the engagement level can be used to evaluate the performance of the agent. For example, the engagement level can be used to determine or adjust a skill level of the agent, a performance of the communication channel that facilitates the interaction, and/or an optimal workload of the agent. According to some embodiments, the engagement level is used to determine that the agent may be experiencing difficulty satisfying a customer inquiry such that the agent should be assigned resources or assistance.
    Type: Grant
    Filed: August 9, 2019
    Date of Patent: November 14, 2023
    Assignee: eGain Communications Corporation
    Inventors: Varsha Thalange, Arvind Gopal
  • Patent number: 11785144
    Abstract: A method for handling contact center teleservices in voice and/or data through a plurality of mobile devices, such as smartphones, is disclosed. The invention is directed to a novel concept named “Event” in which any interaction between a customer and a call center platform via voice or data is uniquely identified. This concept introduces a functionality into the Cloud-Implemented Intelligent ACD making it able to identify each call or contact with a “tag” that is later used to manage all possible future interactions between the customers and the agents by linking them under the Agent Mobile Platform, while adding the capability to maintain open the communication originally established between a customer and an agent in the case of any communication interruption, either involuntary or voluntary, thus making the C-I IACD able to route the contact once the communication is reestablished or when the customer calls the contact center platform back again.
    Type: Grant
    Filed: June 29, 2021
    Date of Patent: October 10, 2023
    Inventor: Aurelio Luis Miguel Alonso Y Caloca
  • Patent number: 11748789
    Abstract: The disclosed systems can regulate access to an online mode for a dynamic transportation matching system. For example, based on a provider efficiency parameter associated with the dynamic transportation matching system, the disclosed systems can prevent a transportation provider device from switching to the online mode within a geographic area. In addition, the disclosed systems can detect a pattern of behavior and, based on a comparison between the pattern of behavior and a behavioral threshold, cause a transportation provider device to switch from the online mode to an offline mode. Further, the disclosed systems can provide a map interface that indicates where a transportation provider device can switch from the offline mode to the online mode. Additionally, the disclosed systems can determine priorities associated with transportation provider devices and, based on the prioritization, selectively allow the transportation provider devices to switch from the offline mode to the online mode.
    Type: Grant
    Filed: November 1, 2019
    Date of Patent: September 5, 2023
    Assignee: Lyft, Inc.
    Inventors: Helen Wai-Quen Bentley, Aidan Church, John Torres Fremlin, Matthew Lawrence Green, Mayank Gulati, Yilei Li, Demitri Nava, Mengqi Niu, Daniel Allen Sullivan, Garrett van Ryzin, Rachel Marie Wasko, Shashi Kant Sharma
  • Patent number: 11734638
    Abstract: A system for measuring effectiveness of a customer service platform comprises a server configured to receive a first set of data related to an interaction between a first person and an automated communication channel, receive a second set of data related to a conversation between the first person and a second person on a call, determine, from the first set of data, a third set of word(s) that describe an intent of the first person to perform a task via the customer service platform, determine, from the second set of data, a fourth set of word(s) that describes an outcome accomplished during the call, calculate a value that describes a similarity between the third set of word(s) and the fourth set of word(s), and determine an effectiveness measure of the customer service platform based at least in part on a comparison of the value with a pre-determined threshold.
    Type: Grant
    Filed: November 20, 2020
    Date of Patent: August 22, 2023
    Assignee: United Services Automobile Accociation (USAA)
    Inventors: Vijay Jayapalan, Jeffrey David Calusinski, Gregory B. Yarbrough
  • Patent number: 11689617
    Abstract: Systems, computer program products, and methods are described herein for triggering resource channel mapping for dynamic authentication. The present invention is configured to receive, from a user input device, a request from a user to access resources via a first resource channel; retrieve information associated with the user; query a resource channel repository using the information associated with the user; retrieve, from the resource channel repository, information associated with a second resource channel based on at least the query, wherein the second resource channel is associated with the user; in response, automatically trigger a resource channel mapping engine; map, using the resource channel mapping engine, the second resource channel and the first resource channel; and in response, authorize the request to access the resources via the first resource channel.
    Type: Grant
    Filed: January 6, 2022
    Date of Patent: June 27, 2023
    Assignee: BANK OF AMERICA CORPORATION
    Inventor: Paul Martin Mattison
  • Patent number: 11663608
    Abstract: A computer-implemented method for providing performance information related to a customer service representative. A processor aggregates statistical data related to customer service representatives performance. A menu is then caused to be generated and displayed indicating a plurality of menu items. Each of the plurality of menu items corresponds to one of a plurality of the work-related types of data. Additionally, displayed and processed are one or more work-related alerts in response to receiving the one or more work-related alerts.
    Type: Grant
    Filed: June 17, 2021
    Date of Patent: May 30, 2023
    Assignee: United Services Automobile Association
    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: 11659088
    Abstract: A computerized-method for enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory-digital-channel type. The computerized-method may include operating an Abandoned-Interactions-Input-Utilization (AIIU) module. The AIIU-module may include: (a) operating an accumulator-module to: (i) retrieve abandoned inbound-interactions from the data store of abandoned inbound-interactions and (ii) forward details of the abandoned inbound-interactions to an analyzer-module; (b) for each abandoned inbound-interaction of the abandoned inbound-interactions, a. operating the analyzer-module on the forwarded details of abandoned inbound-interactions to: (i) extract query context and metadata; and (ii) identify a satisfactory-digital-channel type; b.
    Type: Grant
    Filed: February 6, 2022
    Date of Patent: May 23, 2023
    Assignee: INCONTACT INC.
    Inventors: Kunal Khanvilkar, Rahul Vyas, Salil Dhawan, Sourav Chauhan
  • Patent number: 11640435
    Abstract: Methods, systems, and computer-readable media for updating a machine learning model utilized in a search engine operation. The method identifies a set of search queries in stored search queries corresponding to a service and apply the identified set of search queries to the search engine to generate one or more search results for the service. Each search result has an assigned aggregate based on values of a set of parameters associated with the service. The method then analyzes the values of the set of parameters to determine a tradeoff point of each parameter to determine one or more weights to apply to the machine learning model based on the tradeoff points. The method stores the determined one or more weights and applies them to the machine learning model for a search query corresponding to the service.
    Type: Grant
    Filed: January 31, 2022
    Date of Patent: May 2, 2023
    Assignee: INCLUDED HEALTH, INC.
    Inventors: Nathaniel Freese, Derek Macklin, Ramkrishna Soma, Eric Carlson, Stephen Martin
  • Patent number: 11632460
    Abstract: Embodiments described herein provide for performing a risk assessment using graph-derived features of a user interaction. A computer receives interaction information and infers information from the interaction based on information provided to the computer by a communication channel used in transmitting the interaction information. The computer may determine a claimed identity of the user associated with the user interaction. The computer may extract features from the inferred identity and claimed identity. The computer generates a graph representing the structural relationship between the communication channels and claimed identities associated with the inferred identity and claimed identity. The computer may extract additional features from the inferred identity and claimed identity using the graph. The computer may apply the features to a machine learning model to generate a risk score indicating the probability of a fraudulent interaction associated with the user interaction.
    Type: Grant
    Filed: March 15, 2021
    Date of Patent: April 18, 2023
    Assignee: PINDROP SECURITY, INC.
    Inventors: Ricardo Casal, Theo Walker, Kailash Patil, John Cornwell
  • Patent number: 11605459
    Abstract: Systems and methods for providing a universal platform for at-home health testing and diagnostics are provided herein. In particular, a health testing and diagnostic platform is provided to connect medical providers with patients and to generate a unique, private testing environment. In some embodiments, the testing environment may facilitate administration of a medical test to a patient with the guidance of a proctor. In some embodiments, the patient may be provided with step-by-step instructions for test administration by the proctor within a testing environment. The platform may display unique, dynamic testing interfaces to the patient and proctor to ensure proper testing protocols and accurate test result verification.
    Type: Grant
    Filed: February 28, 2022
    Date of Patent: March 14, 2023
    Assignee: EMED LABS, LLC
    Inventors: Michael W. Ferro, Jr., Sam Miller, Marco Magistri, Colman Thomas Bryant, Adam Charles Carlson, Zachary Carl Nienstedt, Chris Ensey
  • Patent number: 11601322
    Abstract: A computing system for managing a contact center having agent instances includes processor(s) in a management network serving an end-user network that includes the contact center and a communication distributor server operable to receive communications from customers to the end-user network and assign one or more of the agent instances to service the communications from the customers. The processor(s) are configured to perform tasks including (a) receiving, from the end-user network, data associated with processes of the server(s) including the communication distributor server, (b) determining, based on a specification, operations to be performed by the one or more servers, and (c) providing, to the one or more servers, the operations, wherein the operations include changing a state of a particular agent instance of the agent instances or modifying an assigned schedule or assigned queue for the particular agent instance. A method and article of manufacture are also provided.
    Type: Grant
    Filed: May 9, 2022
    Date of Patent: March 7, 2023
    Assignee: Intradiem, Inc.
    Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus
  • Patent number: 11570304
    Abstract: Electronic communication methods and systems for rating agents and allowing customers for select agents are provided. Exemplary systems include a communication server for connecting a user to a communication with a contact center, a presence system to determine status of one or more agents, a wait-time determination engine to determine a wait time for one or more agents present for the communication, an agent scoring system for determining a score for one or more agents present for the communication, and a routing engine to connect a selected agent to the communication.
    Type: Grant
    Filed: April 14, 2021
    Date of Patent: January 31, 2023
    Assignee: MITEL NETWORKS CORPORATION
    Inventors: Jonathan Braganza, Nishu Sharma, Kevin Lee, Darren Mombourquette, Timothy Kefford
  • Patent number: 11558510
    Abstract: A system can route calls based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.
    Type: Grant
    Filed: April 13, 2021
    Date of Patent: January 17, 2023
    Assignee: UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)
    Inventors: Peter H. McKenna, Darrius M. Jones, Kory Michael Upton, Enrique Tamayo, Allen J. Guidry, Julio Estevez-Breton
  • Patent number: 11550915
    Abstract: A computing device according to an embodiment includes one or more processors, a memory in which one or more programs to be executed by the one or more processors are stored, a queue manager configured to receive a security detection request including a detection target file, a plurality of detectors configured to perform a security detection operation on the target detection file, and an operation distributor configured to acquire detection policy information related to the detection target file and distribute the detection target file received from the queue manager to one or more of the plurality of detectors based on the detection policy information.
    Type: Grant
    Filed: May 26, 2020
    Date of Patent: January 10, 2023
    Assignee: SAMSUNG SDS CO., LTD.
    Inventors: Young Sun Won, Bin Na Lee, Hyung Tak Oh
  • Patent number: 11509770
    Abstract: A computer-implemented method is presented for selecting a preferred live agent from a plurality of live agents. The method includes constructing, via the processor, a human expertise matrix pertaining to each of the plurality of live agents by determining an average net promoter score (NPS) for each of the plurality of live agents for each category of a plurality of categories, and in response to a voice call by a user, determining, via the processor, a predicted human expertise on average by collectively assessing the human expertise matrix, a predicted NPS derived from a first deep neural network, and a predicted category derived from a second deep neural network. The method further includes, based on the predicted human expertise on average determined, triggering communication via the live agent communication network between the user and the preferred live agent to initiate a conversation between the user and the preferred live agent.
    Type: Grant
    Filed: September 25, 2018
    Date of Patent: November 22, 2022
    Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventors: Jie Ma, Xin Zhou, Hao Chen, Rachel Mohammed, Christopher J. Davis, Sharath Kancharla, Zhongzheng Shu, Manon Knoertzer, Ran Guan
  • Patent number: 11501768
    Abstract: It is an object of the present invention to promote a user's understanding or agreement, and to cause a dialogue to last long. A dialogue system 100 conducts a dialogue with a user 101. A humanoid robot 50-1 presents a first utterance which is a certain utterance. When the user 101 performs an action indicating that the user cannot understand the first utterance or it is predicted that the user performs an action indicating that the user cannot understand the first utterance or when the user does not perform any action indicating that the user can understand the first utterance, or it is predicted that the user will not perform any action indicating that the user can understand the first utterance, then the humanoid robot 50-1 presents a second utterance which is at least one utterance resulting from paraphrasing the contents of the first utterance.
    Type: Grant
    Filed: January 26, 2018
    Date of Patent: November 15, 2022
    Assignees: NIPPON TELEGRAPH AND TELEPHONE CORPORATION, OSAKA UNIVERSITY
    Inventors: Hiroaki Sugiyama, Hiromi Narimatsu, Yuichiro Yoshikawa, Hiroshi Ishiguro
  • Patent number: 11442603
    Abstract: A networked interactive expert system is disclosed for selectively providing relevant expertise when a user requires such assistance. System provides a set of networked facilities for determining an expertise needed by a customer based on a location. Such location can be either physical or logical. A physical “location” corresponds, for example, to a department within a retail outlet. Examples of logical “locations” are ones corresponding to a web-page, a product identification code of interest, a customer identification code, and/or explicit knowledge category selected by the customer. An expert studio, from a list of expert studios providing expertise corresponding to the identified location associated with the customer's request, is matched up with the request. Thereafter, a primary connection, supporting an interactive videoconference session, is established between a first networked node associated with the customer and a second networked node associated with the designated expert studio.
    Type: Grant
    Filed: October 23, 2020
    Date of Patent: September 13, 2022
    Assignee: Clairvista LLC
    Inventors: Christopher Sang, Donald Christopher Woods
  • Patent number: 11403571
    Abstract: Embodiments provide systems and methods for a team-based approach to skills-based agent assignment in task routing systems. According to one embodiment, performing skills-based task assignments in a task routing system can comprise identifying a team of agents. The team of agents can comprise a plurality of agents handling a currently assigned task but expected to become available for assignment of a new task. Each agent of the team of agents can be earmarked to one of a plurality of new tasks selected from a queue of tasks. At some point, one of the agents of the team can be detected as being available and the agent detected as being available can be assigned to one of the plurality of new tasks based at least in part on consideration of the earmarking of the agents of the team to the plurality of new tasks.
    Type: Grant
    Filed: September 19, 2019
    Date of Patent: August 2, 2022
    Assignee: ORACLE INTERNATIONAL CORPORATION
    Inventors: Victor Chung-Wai Chan, W. Scott Seebauer, Timothy Barnes, Dana Allison
  • Patent number: 11381675
    Abstract: The disclosure discloses a command based interactive system (100) and a method thereof. The system (100) includes an electronic device (102) and an AI engine (108). The electronic device (102) includes a detection module (206), a switching module (208), and a recording module (210). The detection module (206) detects a call and a user input, first context data of the call, and/or pre-setting information. The switching module (208) enables the electronic device (102) to receive a command from the user. The recording module (210) records the command. The AI engine (108) includes an analyser (222), and a communication module (226). The analyzer (222) analyzes the command, and generates conversational threads based on the analysed command. The communication module (226) transmits the conversational threads to the caller.
    Type: Grant
    Filed: December 12, 2019
    Date of Patent: July 5, 2022
    Assignee: Samsung Electronics Co., Ltd.
    Inventors: Milind Joshi, Shashank Saurabh, Shivani Aggarwal
  • Patent number: 11372909
    Abstract: A system and method for recommending business schools based on an assessment of profiles of applicants and business schools. The method stores datasets pertaining to applicants, business schools, and admissions in a database through a storing module. Then the method reads and transforms the datasets into a structured dataset through a reading module. The method normalizes the datasets to provide a corresponding value to each dataset stored in the database through a data normalization module. The method maps first variables with second variables to compare the profile of the applicant and business school through a variable-mapping module. The method creates multi-label classification model through a multi-label classification module. The method computes a first similarity score between the profiles of the applicants and business schools through a similarity module and second similarity score by utilizing admission transactions data through a transaction-based matrix module.
    Type: Grant
    Filed: December 4, 2018
    Date of Patent: June 28, 2022
    Inventor: Kavita Ramnik Shah Mehta
  • Patent number: 11356556
    Abstract: Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.
    Type: Grant
    Filed: November 9, 2020
    Date of Patent: June 7, 2022
    Assignee: Afiniti, Ltd.
    Inventor: Zia Chishti
  • Patent number: 11334394
    Abstract: The disclosure provides an approach for distribution of functions among data centers of a cloud system that provides function-as-a-service (FaaS). For example, the disclosure provides one or more function distributors configured to receive a request for loading or executing a function, automatically determine an appropriate data center to load or execute the function, and automatically load or execute the function on the determined data center. In certain embodiments, the function distributors are further configured to determine an appropriate data center to provide storage resources for the function and configure the function to utilize the storage resources of the determined data center.
    Type: Grant
    Filed: August 4, 2020
    Date of Patent: May 17, 2022
    Assignee: VMware, Inc.
    Inventor: Amol Manohar Vaikar
  • Patent number: 11329861
    Abstract: A computing system includes processor(s) in a management network that serves an end-user network with agent instances. Server(s), such as a workforce management server or a communication distribution server, receive communications to the end-user network and assign agent instances to service the communications.
    Type: Grant
    Filed: October 4, 2021
    Date of Patent: May 10, 2022
    Assignee: Intradiem, Inc.
    Inventors: Christopher Powell Busbee, Jennifer Christine East, Michael Carl Jarus, Jennifer Lee, Kevin Wilson
  • Patent number: 11316976
    Abstract: One or more embodiments of techniques or systems for intelligent data presentation are provided herein. Data can be presented on similar devices having different characteristics in different manners. For example, data may be rendered in a first manner on a first device having one monitor, the same data may be rendered in a second manner on a second device having two displays or a different display size. Financial information, sales data, banking information, etc. may be presented in a variety of ways based on capabilities or properties of a device accessing the information or data. Similarly, renderings may be selected based on interaction capabilities or interaction options a user may have with different renderings or presentations. In other embodiments, user interaction with an automated teller machine (ATM), call center, vehicle, or other interface can be based on device properties or device capabilities.
    Type: Grant
    Filed: August 24, 2020
    Date of Patent: April 26, 2022
    Assignee: Wells Fargo Bank, N.A.
    Inventors: Stephen M. Ellis, Bipin Sahni, David Hatch, Shahid Razzaq
  • Patent number: 11316981
    Abstract: Techniques are described herein for routing customer support requests via a vertical stack queue. The techniques may include receiving a request for customer support from a user device and identifying a group of agents available to serve the request. The group is associated with a stack queue, and the request is routed to a first level of contact queue pool that includes the group. Upon determining whether a wait time associated the stack queue at the first level of contact queue pool exceeds a predetermined threshold, an additional group of agents to serve the request is identified in addition to the group of the plurality of groups of agents. The group and an additional group of agents are distinct from each other. Upon identifying the additional group, the request is routed to a second level of contact queue pool that includes the additional group of agents.
    Type: Grant
    Filed: June 30, 2020
    Date of Patent: April 26, 2022
    Assignee: T-Mobile USA, Inc.
    Inventors: Jeremy Wu, Eric Barr, David Kemp
  • Patent number: 11281685
    Abstract: Apparatuses, systems, and methods are provided for a modular communication middleware for data retrieval and presentation. An agent device includes a customer service application and a customer service database. An external telephony system and an application system are provided. The application system includes a data storage and a query component coupleable to the external telephony system. The query component may receive an incoming call from the external telephony system and query the data storage for additional information based at least in part upon the received incoming call. A user interface component may selectively transmit match information to the customer service application for presentation to a user of the customer service application based at least in part upon a result of the query to the data storage.
    Type: Grant
    Filed: March 12, 2019
    Date of Patent: March 22, 2022
    Assignee: Pet Hospital Solutions, LLC
    Inventor: David H. Wright
  • Patent number: 11277524
    Abstract: A method including receiving a natural language input and determining a telecommunications routing code based at least in part on the natural language input. The telecommunications routing code is associated with routing calls to a telecommunications number. The method further includes populating the telecommunications routing code at a node of a call routing decision tree to generate a populated call routing decision tree comprising a call routing template.
    Type: Grant
    Filed: June 3, 2020
    Date of Patent: March 15, 2022
    Assignee: Somos, Inc.
    Inventors: Sriram Sharma, William Carter, Michael Kimmel
  • Patent number: 11228479
    Abstract: A system may include one or more processors disposed within a management network, where the management network has computing resources dedicated to an end-user network. The end-user network may include agent instances and one or more servers associated with the end-user network. The one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving data associated with the processes of the one or more servers, where the processes relate to the end-user network. The tasks may also include determining, based on a specification, an operation to be performed by the one or more servers, where the specification is defined by the end-user network and comprises a logical directive including at least one condition that, if satisfied by the received data, define the operation.
    Type: Grant
    Filed: July 21, 2021
    Date of Patent: January 18, 2022
    Assignee: Intradiem, Inc.
    Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus
  • Patent number: 11228681
    Abstract: A method for creating a textual summary of a call includes transcribing speech to text in real time using a speech-to-text generating unit configured for execution upon one or more data processors, automatically matching, in real-time, text to predetermined intents and extracted entities using an intent recognizing unit for execution upon the one or more data processors, automatically mapping the predetermined intents and extracted entities into a call summary using one or more mapping functions, and displaying the call summary using an agent user interface for execution upon the one or more data processors. A contact center call summarization system may include a contact center communication device, a speech-to-text generating unit, an intent recognizing unit, and an agent user interface.
    Type: Grant
    Filed: March 26, 2021
    Date of Patent: January 18, 2022
    Assignee: FIVE9, INC.
    Inventor: Jonathan Rosenberg
  • Patent number: 11218597
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
    Type: Grant
    Filed: November 9, 2020
    Date of Patent: January 4, 2022
    Assignee: Afiniti, Ltd.
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 11196866
    Abstract: Apparatuses and methods concerning providing a data-communications contact center virtual agent are disclosed. As an example, user-data-communications between client and participant stations are facilitated as follows, which may be implemented using a data communications server and associated communications circuitry. Service request data is received from users at a participant stations, and context information is identified for user-data-communications between a client station and the participant stations based on the service request data at least one communications-specific characteristic associated with the user-data-communications. The identified context information is aggregated for the client station and used for choosing a data routing option routing data with each user at the participant stations, based on the service request data and the aggregated context information.
    Type: Grant
    Filed: March 18, 2020
    Date of Patent: December 7, 2021
    Assignee: 8x8, Inc.
    Inventors: Arunim Samat, Vijai Gandikota, Manu Mukerji, Zhishen Liu
  • Patent number: 11178285
    Abstract: A system and method for an optimized, self-learning and self-organizing contact center has been developed. This system and method uses principles and tools of information theory, including the latent Dirichlet allocation which reduces information to specific predetermined topics and a distribution of topic related words to infer its hidden, generative underpinnings so to self-organize a contact center, infer its desired electronic versus human make up, and optimally route all customer requests to an electronic resource or a specific human agent best suited to respond to the request for maximal business value per interaction.
    Type: Grant
    Filed: March 10, 2020
    Date of Patent: November 16, 2021
    Assignee: NEWVOICEMEDIA, LTD.
    Inventors: Alan McCord, Ashley Unitt
  • Patent number: 11153440
    Abstract: Systems and methods for flexible and extensible contact center routing are disclosed. Incoming communications are received at a contact center from one or more customers. A pairing score is determined for each agent capable of servicing the incoming communications for each of the one or more customers based on customer attributes and/or agent attributes that are adjustable and extensible. An incoming communication is routed from a customer to an agent having a highest pairing score with the customer. The incoming communication can be routed on a first communication channel and then switched over to a second communication channel. The first communication channel and second communication channel can be different types of communication channels.
    Type: Grant
    Filed: October 7, 2019
    Date of Patent: October 19, 2021
    Assignee: GLADLY, INC.
    Inventors: Bruno Bergher, Michael Hicks, Ramon Novales, So Eun Park, Aleksey Tsibulya, Kuan Jen Wang, Jeffrey Zych
  • Patent number: 11144929
    Abstract: Embodiments of the disclosure relate generally to methods and systems for monitoring customer service channels and directing a customer's interaction with the customer service channels based on previous interaction information. A database may be operable to receive and analyze information from a plurality of customer service channels. The database may be operable to receive, store, analyze, categorize, search, and report the information received from the customer service channels, wherein a customer service system may utilize the information in the database to direct customer interactions.
    Type: Grant
    Filed: July 8, 2014
    Date of Patent: October 12, 2021
    Assignee: Sprint Communications Company L.P.
    Inventors: John R. Glenn, Keith E. Lawson, Justin T. Leonard
  • Patent number: 11037259
    Abstract: A method and system are provided for managing the cost and quality of international patent applications over the life cycle of such applications. The method and system have various process circuitries that generate instructions for administrative and technical tasks and generate communications between a controlling agent and both an administrative patent agent and a technical agent.
    Type: Grant
    Filed: June 12, 2019
    Date of Patent: June 15, 2021
    Assignee: ITIP Development, LLC
    Inventor: Thomas F. Quinn, Jr.
  • Patent number: 11005996
    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: December 20, 2018
    Date of Patent: May 11, 2021
    Assignee: INCONTACT INC.
    Inventors: Anderson Foggiatto, Diego Roberto Vieira Cassiano, Joao Armenio Neto
  • Patent number: 11004444
    Abstract: This patent application is directed to interaction between a voice-controlled device and a language processing system that processes user requests. The requests can be requests for information or they can be requests to control a device, such as “Turn on the bedroom light.” The disclosure includes various embodiments for trying to resolve system errors in a manner that provides an improved customer experience. The improvements described include the capability of the overall system to recognize that an error has occurred while attempting to fulfill a request that was submitted as part of a recognized spoken utterance. Instead of simply doing nothing, or of playing a message to the customer to try again later, the system would now let the user know it was still processing the request while making another attempt at fulfilling the request.
    Type: Grant
    Filed: September 8, 2017
    Date of Patent: May 11, 2021
    Assignee: Amazon Technologies, Inc.
    Inventor: Charles Melvin Johnson, Jr.
  • Patent number: 10977242
    Abstract: Described herein is a computer implemented method. The method comprises receiving a content item record in respect of a content item generated at a collaboration system and processing the received content item record to determine if the content item record includes any designated content. In response to determining that the received content item record includes designated content the method further comprises generating a designated content record in respect of the identified designated content and saving the designated content record to a data store.
    Type: Grant
    Filed: November 29, 2017
    Date of Patent: April 13, 2021
    Assignee: ATLASSIAN PTY LTD.
    Inventors: Sherif Mansour, Julien Michel Hoarau, Sylvain Guillope
  • Patent number: 10965579
    Abstract: A system and method for interactivity testing of text-based customer communications which allows for interactivity testing of different forms of text-based communications with a contact center including two-factor authentication testing, multi-modal communication testing, and load testing.
    Type: Grant
    Filed: July 3, 2019
    Date of Patent: March 30, 2021
    Assignee: Cyara Solutions Pty Ltd
    Inventors: Geoff Willshire, Gavin Sansom
  • Patent number: 10931827
    Abstract: A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the analyzed collected data such that the nature of the customer call matches with corresponding one or more favorable attributes of the call center.
    Type: Grant
    Filed: March 19, 2020
    Date of Patent: February 23, 2021
    Assignee: United Services Automobile Association (“USAA”)
    Inventors: Vijay Jayapalan, Gregory Yarbrough, Eric Smith
  • Patent number: 10922306
    Abstract: In an illustrative embodiment, systems and methods for bulk user setup include a bulk user registration interface presented to an end user to supply user information and a custom API handler for translating the user information into individual user setup requests recognizable by a content management system (CMS). The systems and methods may additionally include an integration engine for supplying user setup requests to one or more third-party systems integrated with the CMS within a data analytics ecosystem, such as a content development system. The integration engine may be implemented as a custom web part configured to interface with the custom API handler, the CMS, and one or more third-party systems.
    Type: Grant
    Filed: December 19, 2017
    Date of Patent: February 16, 2021
    Assignee: AON GLOBAL OPERATIONS PLC, SINGAPORE BRANCH
    Inventors: Gabriel Rasdale, Anthony Dunne
  • Patent number: 10902333
    Abstract: A system and method are disclosed for collecting and analyzing data in a cognitive fabric. The system can include a network of intelligent nodes, each node being configured for sharing or receiving data as a function of analytic processing to be performed at the node.
    Type: Grant
    Filed: October 8, 2019
    Date of Patent: January 26, 2021
    Assignee: BOOZ ALLEN HAMILTON INC.
    Inventors: Ki Hyun Lee, John David Pisano, Saurin Pankaj Shah, Andre Tai Nguyen, Yuxun Lei, Christopher Brown, Michael Becker
  • Patent number: 10868914
    Abstract: A system is provided that employs a multi-dimensional presence model to manage routing of interaction requests from customers to available agents over available omni-channels in contact center(s). The multi-dimensional presence model employs multiple model states that define availability and capacity for a given agent or class of agents, including, but not limited to, an availability state of the agent, as well as occupancy, activity, device, and channel states to which a routing engine in the contact center can effectively route requested interactions of a customer with an agent. A capacity manager is also disclosed that can be used to facilitate the configuring of the multi-dimensional presence model for a given agent or class of agents.
    Type: Grant
    Filed: October 31, 2019
    Date of Patent: December 15, 2020
    Assignee: TALKDESK INC.
    Inventors: Doug Leavitt, Mariana Rabagal
  • Patent number: 10868915
    Abstract: A method is presented for linking a requestor to an agent of an entity. The method includes receiving a request to connect to an agent of an entity from a given requestor, retrieving a pool of agents from a data store, and determining a first subset of agents from the pool of agents, where agents in the first subset of agents have highest rating amongst agents in the pool of agents. The method also includes determining a second subset of agents from the pool of agents, where the agents in the second subset of agents have lowest number of assigned customers amongst the agents in the pool of agents. The method also includes identifying an intersection between the first subset and second subset, and assigning a dedicated agent to the given requestor from the intersection. The method also includes establishing a communication link between the given requestor and the dedicated agent.
    Type: Grant
    Filed: November 9, 2017
    Date of Patent: December 15, 2020
    Assignee: CBDA Holdings, LLC
    Inventors: Chris Buehler, Robert Duebelbeis, Brandon M. Brumage
  • Patent number: 10852813
    Abstract: To provide an information processing system, a client terminal, an information processing method, and a recording medium capable of selecting an appropriate agent from among multiple agents according to a user emotion, and providing more comfortable dialogue. An information processing system including: a storage section that holds a plurality of agent programs with different attributes; a communication section that provides an agent service by the agent programs to a client terminal of a user; and a control section that selects, from among the plurality of agent programs, one agent program suited to an emotion of a user who can use the agent service.
    Type: Grant
    Filed: November 22, 2016
    Date of Patent: December 1, 2020
    Assignee: SONY CORPORATION
    Inventor: Atsushi Shionozaki