Routing To Available Agent Patents (Class 379/265.11)
  • 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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
  • Patent number: 10855578
    Abstract: A network is organized into a plurality of broadcast domains. Each broadcast domain includes a plurality of nodes each configured to cause messages to be sent to two or more other of the nodes within the broadcast domain. The broadcast domains are coupled via bridging connections. Each bridging connection couples at least one of the nodes from a first of the broadcast domains to at least one of the nodes of a second of the broadcast domains. The messages are caused to be sent through the plurality of broadcast domains via a subset of the bridging connections. The subset of the bridging connections is selected non-deterministically via the plurality of broadcast domains.
    Type: Grant
    Filed: June 25, 2019
    Date of Patent: December 1, 2020
    Assignee: Palo Alto Research Center Incorporated
    Inventors: Marc E. Mosko, Alejandro E. Brito, Hamed Soroush, Shantanu Rane
  • Patent number: 10833944
    Abstract: The invention concerns the exchange of parameters between communication devices of a network describing their respective data sessions and the application, at a communication device, of a bandwidth distribution algorithm using the exchange parameters to allocate bandwidth to one or more data sessions in the network.
    Type: Grant
    Filed: February 5, 2016
    Date of Patent: November 10, 2020
    Assignee: INTERDIGITAL VC HOLDINGS, INC.
    Inventors: Mary-Luc Champel, Charline Taibi, Remi Houdaille
  • Patent number: 10832035
    Abstract: Disclosed techniques relate to identifying subjects in digital images. In various embodiments, digital image(s) that depict a subject in an area may be acquired. Portion(s) of the digital image(s) that depict a face of the subject may be detected as detected face image(s). Features of each of the detected face image(s) may be compared with features of each of a set of subject reference templates associated with a given subject in a subject reference database. Based on the comparing, a subject reference template may be selected from the set of subject reference templates associated with the given subject. Similarity measure(s) may then be determined between a given detected face image of the detected face image(s) and the selected subject reference template. An identity of the subject may be determined based on the similarity measure(s).
    Type: Grant
    Filed: June 21, 2018
    Date of Patent: November 10, 2020
    Assignee: KONINKLIJKE PHILIPS N.V.
    Inventors: Haibo Wang, Xiang Xiang, Kees van Zon
  • Patent number: 10834263
    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: May 18, 2020
    Date of Patent: November 10, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 10757051
    Abstract: Performing an operation comprising receiving accessibility data generated by an operating system based on a first message outputted via a graphical user interface (GUI) of a first messaging client of a plurality of messaging clients executing on a device, extracting attributes of the first message from the received accessibility data and based on a first parsing rule, wherein the attributes comprise a text of the message, a sender of the message, and the first messaging client, and outputting for display an indication of the text of the message, the sender, and the first messaging client in a GUI of an integrated messaging application.
    Type: Grant
    Filed: March 5, 2018
    Date of Patent: August 25, 2020
    Assignee: International Business Machines Corporation
    Inventors: Der-Joung Wang, Yi-Lin Tsai, Naomi Wu, Yang Liang
  • Patent number: 10750024
    Abstract: Techniques for behavioral pairing model evaluation in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing model evaluation in a contact center system comprising determining an ordering of a plurality of agents, determining an ordering of a plurality of contact types; analyzing, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a pairing model; and determining an expected performance of the contact center system using the pairing model.
    Type: Grant
    Filed: July 9, 2019
    Date of Patent: August 18, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventor: Zia Chishti
  • Patent number: 10681214
    Abstract: Contact centers often seek to provide the most effective agents for a particular communication. A communication may comprise a customer node and an agent node. In addition to selecting the particular agent node based on a skill of the agent or other static information, dynamic information may be received and processed to make a routing decision. For example, one agent may be presently located in a noisy area and a communication may be impeded by routing a call to a node associated with an agent in a noisy environment and a different agent node selected. Other dynamic inputs may include determining an agent's proximity to a resource likely required in order to successfully satisfy a purpose of the communication. Additionally, self-learning may be utilized in order to predict when a particular environmental factor is about to change and make routing decisions accordingly.
    Type: Grant
    Filed: December 27, 2018
    Date of Patent: June 9, 2020
    Assignee: Avaya Inc.
    Inventors: Eyal Serero, Gal Netanel, Ronen Bar-Yoav, Roman Nekrashevich, Tamar Barzuza
  • Patent number: 10681612
    Abstract: A call routing system for use with a wireless telephone systems is disclosed. The system, which monitors the subscriber's current physical location, determines the device to which a call should be terminated, and routes the call. The device can be any IP telephone, including a cable television system adapted to IP telephony. The system routes calls without direct subscriber actions, without a second telephone number, regardless of the time of day and day of week. Various options can also apply to a call, determined by subscriber-established preferences, when specified criteria are met, or calls can be limited to/from specified telephone numbers. The system and method uses signaling techniques that will allow routing of the call, along with any authorization or restrictions, to be done remotely from the actual switching of the call. Call events are transmitted to the call routing system while the communications path of the call is held at the switching system awaiting call routing information.
    Type: Grant
    Filed: December 10, 2012
    Date of Patent: June 9, 2020
    Assignee: Counterpath Corporation
    Inventors: Michael T. Wilhoite, Thomas A. Carter
  • Patent number: 10659613
    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: September 3, 2019
    Date of Patent: May 19, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 10652117
    Abstract: Systems and methods for automation of a customer support sorting process are described. A probability that a call from a potential caller will be received by a call system may be determined based at least in part on historical status information and call history information. The historical status information may indicate one or more past operational states of a service network. The call history information may indicate one or more calls received by the call system, as well as a subject matter of each of the one or more calls. If the determined probability satisfies a threshold, a notification to the potential caller may be transmitted. The notification may inform the potential caller of a current operational state of the service network.
    Type: Grant
    Filed: February 9, 2017
    Date of Patent: May 12, 2020
    Assignee: Comcast Cable Communications, LLC
    Inventors: Bernard Burg, Ranjit Padmanabhan
  • Patent number: 10637990
    Abstract: Systems and methods solve functions relating to load balancing, call routing, and costs in call center networks for specific parameters. Systems and methods can also utilize machine learning to provide specific parameters relating to load balancing, call routing, and costs in call center networks.
    Type: Grant
    Filed: May 24, 2019
    Date of Patent: April 28, 2020
    Assignee: United Services Automobile Association (USAA)
    Inventors: Bipin Chadha, Lambros Petropoulos
  • Patent number: 10616415
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for routing a communication involving a party in a contact center. Specifically, a treatment is selected for the communication. The selected treatment includes a plurality of range intervals in which each interval includes a value range and has agents assigned to the range interval from a plurality of agents who handle communications placed in the treatment. A communication value is determined for the communication that defines an expected payback from applying the treatment to the communication and a particular range interval is identified based on the communication value being within the value range for the interval. A target agent is then identified from the agents assigned to the particular range interval based on a matchup score for the agent. Here, the matchup score provides a measure of how well the agent is matched to the remote party.
    Type: Grant
    Filed: August 27, 2019
    Date of Patent: April 7, 2020
    Assignee: Noble Systems Corporation
    Inventor: Michael L. Howard
  • Patent number: 10606623
    Abstract: Systems, methods, and other embodiments associated with chargeback systems are described. In one embodiment, a chargeback application includes instructions for reading a data structure that defines at least attributes that identify a resource type and resource items of the resource type, and chargeback rules for calculating a cost for usage of the resource items. The data structure is parsed to identify the attributes and the chargeback rules. Chargeback functions of the chargeback application are configured based on at least in part the identified attributes and the chargeback functions are caused to retrieve metered data related to usage of the resource items in a computing system. The chargeback application translates the retrieved metered data in accordance with the chargeback rules to generate a usage cost for the resource items.
    Type: Grant
    Filed: April 5, 2019
    Date of Patent: March 31, 2020
    Assignee: ORACLE INTERNATIONAL CORPORATION
    Inventors: Hui Ouyang, Srikanth Kurra, Rakesh Nalluri, Narasiman Ramamoorthy
  • Patent number: 10554816
    Abstract: When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within a computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.
    Type: Grant
    Filed: December 18, 2018
    Date of Patent: February 4, 2020
    Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY
    Inventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
  • Patent number: 10554817
    Abstract: Systems for providing a contact center system detect patterns in the behavior of service agent users and customers having a customer service issue. The system records activity data describing interactions of the users with a virtualized contact center and with each other; the activity data is aggregated and then analyzed (e.g., using a machine learning engine) to measure one or more metrics that define a behavior pattern. The analysis identifies an intent expressed by customers having a common issue, and further identifies attributes of the intent as well as the actions taken by the service agents in response to the intent. The system uses the analysis to generate a workflow of potential interactions that resolve the issue. The system automates the workflow by generating and deploying a computerized service agent configured to interact with customers of a contact center and execute the workflow.
    Type: Grant
    Filed: December 12, 2018
    Date of Patent: February 4, 2020
    Assignee: AMAZON TECHNOLOGIES, INC.
    Inventors: Joseph Sullivan, Pasquale DeMaio, Kevan Mah, Juliana Saussy, Naji Shaheimi Shafi
  • Patent number: 10497003
    Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retri
    Type: Grant
    Filed: June 21, 2018
    Date of Patent: December 3, 2019
    Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel, John Keyes
  • Patent number: 10453082
    Abstract: Systems and methods for an accredited advisor management are provided. First information enabling unique identification of a first advisor may be processed. The first advisor may be matched to a first category of advising services. Input from the first advisor may be processed based at least in part on the first category. Data sources corresponding to accrediting authorities may be selected. Credential information that came electronically from the data sources may be processed. A first set of advisor information may be consolidated at least partially based on the input and on the credential information. A second set of advisor information may be prepared for exposure to advisees. At least part of the second set of advisor information may be transmitted to an end-user communication device.
    Type: Grant
    Filed: September 1, 2017
    Date of Patent: October 22, 2019
    Assignee: YP LLC
    Inventor: Mehul Jain
  • Patent number: 10419614
    Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
    Type: Grant
    Filed: January 8, 2018
    Date of Patent: September 17, 2019
    Inventors: Hardik Modi, Nikolay Korolev, Herbert Willi Artur Ristock, Conor McGann, Jeffery Karas, Graeme Provan
  • Patent number: 10404861
    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: March 25, 2019
    Date of Patent: September 3, 2019
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 10353915
    Abstract: Updates to landing pages of users in an online social network are fed from external sources so that content maintained by any one user can be consolidated in a single location regardless of where the changes are made to the content. When an update event occurs, users of the online social network are notified according to various criteria that they have set. With this feature, users can browse through content of other users efficiently.
    Type: Grant
    Filed: December 6, 2011
    Date of Patent: July 16, 2019
    Assignee: Facebook, Inc.
    Inventors: William K. Tiu, Jr., Kent Lindstrom, Ross Ainsley MacKinnon
  • Patent number: 10354549
    Abstract: Disclosed embodiments illustrate methods and systems implementable on a computing device for training a crowdworker on one or more skill sets. The crowdworker attempts a first set of tasks. The method includes determining an expertise gap between a current level of expertise possessed by the crowdworker in the one or more skill sets and a required level of expertise in the one or more skill sets. Further, the method includes determining a number of training tasks that the crowdworker has to complete to achieve the required level of expertise in the one or more skill sets. At least one training task pertaining to the one or more skill sets is assigned along with the first set of tasks such that the crowdworker gets trained on the one or more skill sets in a predetermined period without violating a service level agreement associated with the first set of tasks.
    Type: Grant
    Filed: October 21, 2016
    Date of Patent: July 16, 2019
    Assignee: Conduent Business Services, LLC
    Inventors: Koustuv Dasgupta, Laura E Celis