Based On Agent's Skill (e.g., Language Spoken By Agent) Patents (Class 379/265.12)
  • Patent number: 11875179
    Abstract: In some embodiments, a method can include receiving a signal representing a first status of a peripheral device. The method can further include identifying an action based on the first status of the peripheral device, each user from a subset of users being predesignated to perform the action. The method can further include sending, to a set of user devices, a signal representing the action. The method can further include receiving, from at least one user device, a signal representing an acceptance of the action. The method can further include sending, to each remaining user device from the set of user devices, a signal indicating the acceptance of the action by a different user device and a signal indicating that the action has been performed by the user and that causes the first status of the peripheral device to be changed to a second status of the peripheral device.
    Type: Grant
    Filed: March 19, 2021
    Date of Patent: January 16, 2024
    Assignee: ReAct Now GmbH
    Inventors: Martin Schmitz, Manuel Tessloff
  • Patent number: 11847602
    Abstract: There is thus provided a computerized-method for calculating a Repeated-Information-Request (RIR) score of an interaction in a contact center, by which a related interaction-recording is filtered for evaluation. The computerized-method is operating in a computerized-system which includes a processor, a data-storage and a memory to store the data-storage. The processor is operating a RIR score calculation module. The operating of the RIR score calculation module includes: (i) retrieving from the data-storage an interaction-recording and an interaction-recording-length thereof; (ii) operating a module on the retrieved interaction-recording to count a number of requests to repeat information; (iii) calculating a RIR score according to the number of requests to repeat information and the interaction-recording-length; and (iv) storing the RIR score of the retrieved interaction-recording in the data-storage.
    Type: Grant
    Filed: May 6, 2021
    Date of Patent: December 19, 2023
    Assignee: NICE LTD.
    Inventors: Harshit Sharma, Rahul Vyas, Salil Dhawan
  • Patent number: 11743388
    Abstract: Techniques for data matching in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for data matching 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, an interaction event time associated with a historical contact interaction; determining, by the at least one computer processor, an outcome event time associated with a historical contact interaction outcome; analyzing, by the at least one computer processor, the interaction event time and the outcome event time to determine a correlation; and matching, by the at least one computer processor, the historical contact interaction with the historical contact interaction outcome based on the correlation.
    Type: Grant
    Filed: June 21, 2022
    Date of Patent: August 29, 2023
    Assignee: Afiniti, Ltd.
    Inventor: Zia Chishti
  • Patent number: 11669375
    Abstract: A multi-tenant load balancing system that includes artificial intelligence based algorithm to dynamically route requests from one or more channels to an agent best suited to process the request. The AI based algorithm routes the request based on company's business goals, agent attributes, and channel attributes. The AI based algorithm also predicts agent availability.
    Type: Grant
    Filed: February 20, 2020
    Date of Patent: June 6, 2023
    Assignee: Freshworks Inc.
    Inventors: Karthikeyan Marudhachalam, Rohit Agarwal, Hariharan Ganapathiraman, Abinaya K. Sarathi
  • Patent number: 11625790
    Abstract: A method, medium, and apparatus for allowing evaluation of property, such as damaged property, remotely and efficiently. A mobile computing device at the location of the property may be used to transmit video of the property to an adjuster, and to receive video and audio communications from the adjuster. The adjuster may be selected from a queue based on time waiting in the queue and/or a number of other statistics and attributes of the adjuster. The adjuster may converse with an owner of the property and capture video of the property in order to make an appraisal or determine the infeasibility of remote appraisal and the need to instruct another adjuster to perform a physical inspection.
    Type: Grant
    Filed: April 14, 2020
    Date of Patent: April 11, 2023
    Assignee: Allstate Insurance Company
    Inventors: Sean Beavers, Christopher Paul Gutsell, Cheryl Lewis, Margaret K. Striebich, John P. Kelsh
  • Patent number: 11595522
    Abstract: Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a contact center system comprising generating historical workforce data regarding an agent workforce capacity of the contact center system, and initiating an increase or decrease to an agent workforce of the contact center system based at least in part on the historical workforce data to increase an amount of choice among available agents or waiting contacts.
    Type: Grant
    Filed: March 3, 2021
    Date of Patent: February 28, 2023
    Assignee: AFINITI, LTD.
    Inventors: Zia Chishti, Ittai Kan, Ain Chishty, Blake Jay Riley
  • Patent number: 11553090
    Abstract: Methods for optimizing the routing of customer communications include receiving a customer communication; identifying a customer associated with the customer communication; accessing a profile of the identified customer to determine customer data; receiving customer metric scores for a plurality of customer metrics; identifying available agents; accessing a profile of each available agent to determine agent data; predicting interaction outcome metric values for a plurality of customer metrics based on the customer data and the agent data; calculating, in real-time, an aggregate agent-customer pairing score for each available agent; selecting a responding agent from the available agents with the highest aggregate agent-customer pairing score; and providing a routing recommendation to a communication distributor to route the customer communication to the responding agent with the highest aggregate agent-customer pairing score.
    Type: Grant
    Filed: July 21, 2021
    Date of Patent: January 10, 2023
    Assignee: NICE LTD.
    Inventors: Andrew Michael Traba, Luke Daniel Olson
  • Patent number: 11503157
    Abstract: This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.
    Type: Grant
    Filed: March 24, 2020
    Date of Patent: November 15, 2022
    Assignee: 8x8, Inc.
    Inventor: Robert Townsend
  • Patent number: 11463587
    Abstract: Predictive mapping technology is used to route a telephone call from a user to a customer service representative. The disclosed technology can use any one or more of the following factors to map a telephone call from a user to a customer service representative: (1) a sentiment score based on a topic of conversation; (2) an experience score of the customer service representative with a topic of conversation; and (3) a performance score of the customer service representative in managing a topic of conversation.
    Type: Grant
    Filed: March 4, 2020
    Date of Patent: October 4, 2022
    Assignee: United Services Automobile Association (USAA)
    Inventors: Kristopher Williams, Reynaldo Medina, III, Mark Anthony Lopez, Amy Daali
  • Patent number: 11418651
    Abstract: Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.
    Type: Grant
    Filed: April 28, 2021
    Date of Patent: August 16, 2022
    Assignee: Afiniti, Ltd.
    Inventor: Vikash Khatri
  • Patent number: 11394831
    Abstract: A system for dynamically routing customer calls. For example, the system may receive user interaction data associated with a first user using a first user device. The system may also receive a phone call from a user using a first phone number. The system may also identify the user via the first phone number. The system may determine, using a first machine learning model, whether the first user has a first emotion type based on the user interaction data. When the first user does not have the first emotion type, the system may route the first user to any call center representative. When the first user has the first emotion type, the system may route the first user to a first call center representative among one or more first call center representatives.
    Type: Grant
    Filed: August 16, 2021
    Date of Patent: July 19, 2022
    Assignee: CAPITAL ONE SERVICES, LLC
    Inventors: Cruz Vargas, Phoebe Atkins, Rajko Ilincic, Matthew Peroni, Lin Ni Lisa Cheng, Deny Daniel
  • Patent number: 11371855
    Abstract: Dynamic customization of an autonomous vehicle experience is presented herein. A dynamic recommendation engine can comprise a subscriber interface component, a data component, and a configuration component. The subscriber interface component can receive, from a subscriber of an autonomous vehicle service, a request specifying a route of transport by an autonomous vehicle; and based on the request, the data component can obtain, via a network slice comprising a virtual network function of the autonomous vehicle service, profile information for the subscriber and route information for the route. Further, the configuration component can determine, via the network slice based on the profile information and the route information, configuration data for the autonomous vehicle, and send, via the network slice, the configuration data directed to the autonomous vehicle to facilitate the transport by the autonomous vehicle.
    Type: Grant
    Filed: March 13, 2020
    Date of Patent: June 28, 2022
    Assignees: AT&T INIELLECTUAL PROPERTY I, L.P., AT&T MOBILITY II LLC
    Inventors: Erie Lai Har Lau, Sangar Dowlatkhah
  • Patent number: 11368588
    Abstract: This disclosure describes management of a contact center executing in a service provider network. The management may be performed by using one or more trained deep learning/machine learning (ML) models. The ML models may be trained using metrics and data gathered from the various services and systems in the service provider network used to implement the contact center. The trained models may be used for forecasting staffing needs, e.g., agents, for the contact center, scheduling agents, detecting anomalies with regard to customer traffic, e.g., received communications from customers, at the contact center, adherence of agents to the scheduling, and dynamically routing of received communications to appropriate agents (e.g., based on skills of the agent and other factors) for handling of the communications.
    Type: Grant
    Filed: May 20, 2020
    Date of Patent: June 21, 2022
    Assignee: Amazon Technologies, Inc.
    Inventors: Thomas Boyd Johnston, Pasquale DeMaio, Juliana Saussy
  • Patent number: 11354517
    Abstract: It is an object of the present invention to prevent inattentive listening to a dialogue of an agent without taking it seriously and to make it easier to understand the dialogue with the agent. A dialogue system 100 conducts a dialogue with a user 101. A humanoid robot 50-1 presents a leap-in-logic utterance, which is an utterance, of which a logical structure is partially missing. The user 101 expresses a confirmation action which is an action confirming the missing information in the leap-in-logic utterance. The humanoid robot 50-1 presents a supplementary utterance which is an utterance describing the missing information.
    Type: Grant
    Filed: January 26, 2018
    Date of Patent: June 7, 2022
    Assignees: NIPPON TELEGRAPH AND TELEPHONE CORPORATION, OSAKA UNIVERSITY
    Inventors: Hiroaki Sugiyama, Hiromi Narimatsu, Yuichiro Yoshikawa, Takamasa Iio, Tsunehiro Arimoto, Hiroshi Ishiguro
  • Patent number: 11336772
    Abstract: A call handler in a contact center is configured to temporarily derogate the skill level of one or more agents in a group having a common skill. During the time period of derogation, incoming calls will be routed to agents with the highest skill level, such that the normally lower skill level agents will be selected to receive calls. If there are more than one agent meeting this criteria, then the agent that has been waiting the longest to receive a call is selected. This allows the lower skill level agents to gain experience in handling calls and improving their call handling capabilities. After a set threshold, the derogation of the agents is terminated, and their skill level is restored to the pre-derogation level. In this manner the lower skill level agents are given limited opportunities for improvement by handling calls.
    Type: Grant
    Filed: February 11, 2020
    Date of Patent: May 17, 2022
    Assignee: Noble Systems Corporation
    Inventor: Richard Holman
  • Patent number: 11316979
    Abstract: In order to provide effective communications, the individuals engaged in the communication should have appropriately matched language proficiencies. By ensuring that a customer of a contact center is matched with an agent having, or presenting, content of a communication utilizing language proficiency appropriate for the customer, effective communications may be provided. Should an agent deviate and provide communication content having language proficiency that is misaligned with the customer, automatic corrective action may be taken to realign the language proficiency presented to the customer.
    Type: Grant
    Filed: August 4, 2020
    Date of Patent: April 26, 2022
    Assignee: Avaya Management L.P.
    Inventors: Valentine C. Matula, Manish Negi, Divakar Kumar Ray, David Chavez
  • Patent number: 11272056
    Abstract: Methods for routing customers to an agent include receiving a customer communication; representing the customer communication as an array of one or more agent skills desired to handle the customer communication in one hot coding format or as a vector with an induced metric using an embedding algorithm; routing the represented customer communication to an agent having the one or more agent skills; measuring performance of the agent in relation to the one or more agent skills during or after the customer communication; updating, in real-time, one or more performance scores of the agent in a skill profile, wherein the one or more performance scores are related to the one or more agent skills; and routing subsequent customer communications based on the updated one or more performance scores.
    Type: Grant
    Filed: May 1, 2020
    Date of Patent: March 8, 2022
    Assignee: NICE LTD.
    Inventors: Ifat Shwartz, Tal Raskin, Michael Segal, Natan Katz
  • Patent number: 11252202
    Abstract: Aspects discussed herein include a computer-implemented method comprising receiving a support request from a user, and during a current support session responsive to the support request, performing textual analysis of one or more inputs provided by the user during one or both of: (i) the current support session and (ii) one or more previous support sessions. The method further comprises applying one or more features determined by the textual analysis to a model to classify the user into a first class of a predefined plurality of classes that describe a pace of conversation during the current support session. The method further comprises, based on the classification of the user, assigning the support request to be fulfilled by a first operator of a predefined plurality of support operators.
    Type: Grant
    Filed: April 7, 2020
    Date of Patent: February 15, 2022
    Assignee: International Business Machines Corporation
    Inventors: Heloisa Caroline De Souza Pereira Candello, Marisa Affonso Vasconcelos, Jaione Tirapu Azpiroz, Marco Aurelio Stelmar Netto
  • Patent number: 11218598
    Abstract: Systems and methods forecast inbound telecommunications, and more particularly, analyze real-time and historical call center data, and apply a forecasting model to the data in order to predict inbound call volume. These systems and methods employ tools that manipulate call center data and generate visual representations of metrics pertaining to forecasting call center data via a dashboard.
    Type: Grant
    Filed: April 6, 2021
    Date of Patent: January 4, 2022
    Assignee: CaaStle, Inc.
    Inventors: Avinash Singh, Prashant Kumar Rai, Chirag Jain, Ankita Sinha
  • Patent number: 11157843
    Abstract: Techniques are described for routing service requests in a service environment. Received requests received may be analyzed to determine characteristics of each request, including a category of the request, a difficulty of the request, and the individual who submitted the request. A list of pending requests may be presented in a user interface (UI) according to a hierarchical set of filters. A service representative (SR) may select a pending request to handle and, in response, a service session may be initiated between the SR and the individual who submitted the request. Each request may be assigned a point value according to a set of configurable rules, e.g., based on the difficulty of the request, the amount of time it has been pending in the queue of requests, and/or other characteristics. The point value of the request may be added to a score of the SR who handles the request.
    Type: Grant
    Filed: May 31, 2016
    Date of Patent: October 26, 2021
    Assignee: United Services Automobile Association (USAA)
    Inventors: Michael Justin Cairns, Michael Joseph Gaeta, Kevin K. Fiedler
  • Patent number: 11134155
    Abstract: A method for automated generation of contact center system embeddings according to one embodiment includes determining, by a computing system, contact center system agents, contact center system agent skills, and/or contact center system virtual queue experiences; generating, by the computing system, a matrix representation based on the contact center system agents, the contact center system agent skills, and/or the contact center system virtual queue experiences; generating, by the computing system and based on the matrix representation, contact center system agent identifiers, contact center system agent skills identifiers, and/or contact center system virtual queue identifiers; transforming, by the computing system, the contact center system agent identifiers, the contact center system agent skills identifiers, and/or the contact center system virtual queue identifiers into the contact center system agent embeddings, contact center system agent skills embeddings, and/or contact center system virtual queue
    Type: Grant
    Filed: December 31, 2020
    Date of Patent: September 28, 2021
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Felix Immanuel Wyss, Ramasubramanian Sundaram, Aravind Ganapathiraju
  • Patent number: 11100454
    Abstract: In one aspect, a computerized method for automatically implementing Service-level agreement (SLA) to JavaScript Object Notation (JSON) mapping engine in an automated routing system includes the step of providing an SLA agreement in a digital format. The method includes the step of implementing a parameterization of the SLA agreement with a heuristic evaluator. The method includes the step of, based on the parameterization, generating a set of metrics. The method includes the step of from the set of metric, generating a JSON tree. The method includes the step of tuning the JSON tree with a weight of a relevant metric of the set of metrics, wherein the set of metrics sets an allowed range of parameters to take into consideration by a route planning algorithm. The method includes the step of providing the tuned configuration of the JSON tree to an automated routing engine during routing for use in a set of route decision making operations.
    Type: Grant
    Filed: April 6, 2020
    Date of Patent: August 24, 2021
    Inventors: Karan Uderani, Ketan Kumar Yadav
  • Patent number: 11089162
    Abstract: Methods for optimizing the routing of customer communications include receiving a customer communication; identifying a customer associated with the customer communication; accessing a profile of the identified customer to determine customer data; receiving normalized customer metric scores for a plurality of customer metrics; identifying available agents; accessing a profile of each available agent to determine agent data; predicting interaction outcome metric values for a plurality of customer metrics based on the customer data and the agent data; normalizing the predicted interaction outcome metric values; calculating, in real-time, an aggregate agent-customer pairing score for each available agent; selecting a responding agent from the available agents with the highest aggregate agent-customer pairing score; and providing a routing recommendation to a communication distributor to route the customer communication to the responding agent with the highest aggregate agent-customer pairing score.
    Type: Grant
    Filed: May 28, 2020
    Date of Patent: August 10, 2021
    Assignee: NICE LTD.
    Inventors: Andrew Michael Traba, Luke Daniel Olson
  • Patent number: 11076049
    Abstract: In one embodiment, agents are each assigned a plurality of attributes based on their skills. Each attribute may be associated with a skill such as accounting, technical support, language, etc. In addition, some attributes may have an associated score or proficiency level that describes how proficient the agent is with respect to the attribute. Administrators may then create rules to route communications to agents based on the associated attributes and a customer category that is assigned to the communications.
    Type: Grant
    Filed: October 21, 2019
    Date of Patent: July 27, 2021
    Assignee: Talkdesk, Inc.
    Inventors: António Veloso, Alexandre Pinheiro
  • Patent number: 11031016
    Abstract: Methods for voice authentication include receiving a plurality of mono telephonic interactions between customers and agents; creating a mapping of the plurality of mono telephonic interactions that illustrates which agent interacted with which customer in each of the interactions; determining how many agents each customer interacted with; identifying one or more customers an agent has interacted with that have the fewest interactions with other agents; and selecting a predetermined number of interactions of the agent with each of the identified customers. In some embodiments, the methods further include creating a voice print from first and second speaker components of each interaction; comparing the voice prints of a first selected interaction to the voice prints from a second selected interaction; calculating a similarity score between the voice prints; aggregating scores; and identifying the voice prints that are associated with the agent.
    Type: Grant
    Filed: June 26, 2019
    Date of Patent: June 8, 2021
    Assignee: NICE LTD.
    Inventors: Alon Menahem Shoa, Roman Frenkel, Tamir Caspi
  • Patent number: 11019208
    Abstract: Agents of a contact center may utilize a text channel (e.g., text chat, email, etc.) to communicate with a customer. A processor monitors the keystrokes entered by the agent. If the agent is found to have entered keystrokes beyond a previously determined threshold, and subsequently deleted the resulting test and replaced it with another test, a deficiency may be determined to be present. When a deficiency is present, the processor may initiate a remediation action.
    Type: Grant
    Filed: May 30, 2019
    Date of Patent: May 25, 2021
    Assignee: Avaya Inc.
    Inventors: Adrian Walsh, Warren Reilly, Niall Fallon, Brian Cunningham, Donal Tarpey
  • Patent number: 11019214
    Abstract: Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.
    Type: Grant
    Filed: August 24, 2020
    Date of Patent: May 25, 2021
    Assignee: Afiniti, Ltd.
    Inventor: Vikash Khatri
  • Patent number: 10990906
    Abstract: A computer-implemented method and an apparatus reserve agents for enabling zero-waiting time agent interactions for customers requiring agent assistance. The method includes determining if a customer requires agent assistance. If it is determined that the customer requires agent assistance, then it is determined whether an agent associated with relevant skill is capable of being reserved for providing assistance to the customer. The determination of reservation of the agent is performed, at least in part, by generating a data structure representation. The agent is reserved for assisting the customer if it is determined that the agent is capable of being reserved for providing assistance to the customer. An offer for assistance is provisioned to the customer on at least one enterprise related interaction channel subsequent to the reservation of the agent. The reservation of the agent provides wait-less customer interaction with the agent upon customer acceptance of the offer.
    Type: Grant
    Filed: October 10, 2016
    Date of Patent: April 27, 2021
    Assignee: [24]7.ai, Inc.
    Inventors: Michael Bodell, Vijay Kumar Jandhyala, Yellu Madhusudhan Reddy
  • Patent number: 10990913
    Abstract: A method for capacity forecasting may include determining expected issues by averaging a number of each issue type submitted per a time period to predict a quantity of each issue type that will be submitted in a next time period, determining an expected issue capacity need in the future for each skill level of the assignees based on the expected issues, and determining assignee demand by averaging a number of each issue type assigned to each assignee per the time period. For each assignee, the method may include determining an expected assignee demand by identifying a number of the expected issues on which each assignee will be expected to work based on the expected issues and the assignee demand, determining an expected individual capacity based on the expected assignee demand, and determining assignments of issues to the assignee based on the expected issue capacity and the expected individual capacity.
    Type: Grant
    Filed: September 25, 2019
    Date of Patent: April 27, 2021
    Assignee: BigFork Technologies, LLC
    Inventor: Tanya Avila
  • Patent number: 10979566
    Abstract: A system and method for establishing a communication with a customer by an agent, via one or more communication modes includes an agent computer and a second computer. The agent computer receives a batch notification identifying a batch of one or more customer records in the agent computer, for communication in the near future, wherein the one or more customer records is associated with one or more customers. The second computer provides the batch notification enabling the agent computer to identify the batch of one or more customer records. The system determines a next step action based on a prediction of availability of the agent to execute a communication attempt to communicate with the customer using a communication mode that requires the attendance of the agent.
    Type: Grant
    Filed: June 5, 2020
    Date of Patent: April 13, 2021
    Assignee: Micro Macro Assets LLC
    Inventor: Senraj Soundar
  • Patent number: 10887464
    Abstract: Provided are a computer program product, system, and method for classifying a digital speech sample of a call to determine routing for the call. A digital speech sample of a call agent is processed to categorize speech as having an agent speech attribute. Information is received on a caller speech attribute initiating a call to the call center. The caller speech attribute results from categorizing a caller digital speech sample of the caller as having the caller speech attribute. A call agent of call agents having a call agent speech attribute that matches the caller speech attribute is selected and the call is routed to the selected call agent to process the call.
    Type: Grant
    Filed: February 5, 2019
    Date of Patent: January 5, 2021
    Assignee: International Business Machines Corporation
    Inventors: Deepak Ghuge, Sasikanth Eda, Manojkiran Eda
  • Patent number: 10846746
    Abstract: A user accesses an account management system website via a user computing device and establishes a user account with the account management system. The user downloads an application onto the user computing device, which receives information for one or more loyalty cards. A loyalty card is associated with a merchant system location in response to a user request, in response to a request from a merchant device, in response to being read by a merchant POS device, or as a result of the loyalty card being identified by the account management system, based on aggregate data received from a plurality of user computing devices, as belonging to a loyalty card class associated with one or more merchant system locations. The user enters the merchant system location and the application detects the user computing device location. The application suggests the loyalty card according to user-configured alert settings.
    Type: Grant
    Filed: January 8, 2019
    Date of Patent: November 24, 2020
    Assignee: Google LLC
    Inventor: David K. Windmueller
  • Patent number: 10812438
    Abstract: In one embodiment, a method includes receiving a unique identifier of a second user from a mobile client system of a first user after the second user requests to communicate with the first user, identifying the second user based on the unique identifier, retrieving multiple items of profile information of the second user, determining whether the unique identifier is in a list of blocked identifiers, and sending to the first user a notification that a communication request form the second user has been declined if the unique identifier is in the list of blocked identifiers. The method also includes sending the first user multiple items of profile information of the second user if the unique identifier is in the list of blocked identifiers.
    Type: Grant
    Filed: May 10, 2018
    Date of Patent: October 20, 2020
    Assignee: Facebook, Inc.
    Inventors: Andrea Vaccari, Li Hua, Jia Li, Yimin Chen, Zheng Fang, David James Mason, Shu Wu, Xiaotian Guo, Xiaowei Jiang
  • Patent number: 10805244
    Abstract: Aspects of the subject disclosure may include, for example, a service platform that receives a chat request from a client device associated with a user. A chat database of previous chat sessions associated with other users is searched based on the chat request to identify a previous chat session corresponding to the chat request. Chat data corresponding to the previous chat session is retrieved from the chat database and sent to the client device. Other embodiments are disclosed.
    Type: Grant
    Filed: July 16, 2015
    Date of Patent: October 13, 2020
    Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventor: Mazin E. Gilbert
  • Patent number: 10783553
    Abstract: The present disclosure relates to methods, systems, and apparatuses for providing promotion recommendations using a promotion and marketing service. Some aspects may provide a method for providing a promotion recommendation framework. The method includes receiving, via a network interface, a promotion recommendation inquiry from a component of a promotion and marketing service, the promotion recommendation inquiry including electronic identification data identifying at least one of a consumer or a consumer characteristic. The method also includes identifying, via processing circuitry, promotion transaction information associated with the electronic identification data. The promotion transaction information includes electronic data identifying at least one transaction performed using the promotion and marketing service.
    Type: Grant
    Filed: November 13, 2018
    Date of Patent: September 22, 2020
    Assignee: GROUPON, INC.
    Inventors: Nipun Agarwal, Rajesh Girish Parekh, Ying Chen
  • Patent number: 10742816
    Abstract: Information is gathered in real-time from one or more information sources monitored by a contact center. For example, information may be gathered from social media sites and routing hardware in the contact center. The gathered information is about a product and/or service managed by the contact center. The gathered information is analyzed in real-time to determine a potential impact on communications with the contact center. For instance, the gathered information is analyzed to determine how it impacts voice calls in the contact center. The communications with the contact center are routed based on a skill group. In response to determining that there is a potential impact on the communications with the contact center, the system dynamically creates a new skill group and/or modifies the skill group. New communications are then routed to an agent in the new skill group and/or in the modified skill group.
    Type: Grant
    Filed: April 10, 2018
    Date of Patent: August 11, 2020
    Assignee: Avaya Inc.
    Inventors: Edel Kelly, Patrick Crowley
  • Patent number: 10742815
    Abstract: Responders and requesters can be assigned a score while waiting. Requesters and responders are matched via an auction type system, where requesters with the best requester scores are matched with requesters with the best responder scores. The requester scores can be boosted while the requester is waiting for a response if the requester performs certain actions. The requester score and responder score can increase over time. The requester score and responder score can also be based on other variables.
    Type: Grant
    Filed: September 8, 2017
    Date of Patent: August 11, 2020
    Assignee: ELECTRONIC ARTS INC.
    Inventors: Matthew Douglas Tomlinson, Michael Arleth Pedersen
  • Patent number: 10735591
    Abstract: Contact centers strive to match the best resource, commonly an agent, with a customer for an interaction, such as telephone call, text exchange, or email exchange. Often the initial best match is not the best match upon a different agent being identified and/or new information being gathered. Therefore, it is often beneficial to take a call routed to an agent, who may or may not have answered the call, and reroute it to a different agent. If the agent has already answered the call, the benefits need to at least exceed the costs associated with the transfer. To avoid creating an unstable or unending re-assessment, if the cost-benefit for a particular routing (or rerouting) calls between agents has reached a Nash Equilibrium, the system is stable and, absent new information, re-evaluation unnecessary.
    Type: Grant
    Filed: March 7, 2019
    Date of Patent: August 4, 2020
    Assignee: Avaya Inc.
    Inventors: Valentine C. Matula, Rajagiri Ravi, Bharti Patwari Poorey
  • Patent number: 10708431
    Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of agents according to a behavioral pairing strategy with a balanced agent utilization; determining a second ordering of the plurality of agents according to a performance-based routing strategy with an unbalanced agent utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed agent utilization between the balanced agent utilization and the unbalanced agent utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting a contact to an agent of the plurality of agents in the contact center system.
    Type: Grant
    Filed: June 11, 2019
    Date of Patent: July 7, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Zia Chishti, Vikash Khatri
  • Patent number: 10699249
    Abstract: An integration system may be communicatively coupled to resource systems, including a user-information system and a provider-information system. The integration system may determine, based on geographical information from the user a list of available agents of a provider of an account held by the user. The integration system may select a point-of-contact from the list of available agents and authorize the point-of-contact to access secure information associated with the account. The integration system may also authorize the user to access secure information associated with the provider, including contact information and availability information.
    Type: Grant
    Filed: May 31, 2016
    Date of Patent: June 30, 2020
    Assignee: Truist Bank
    Inventors: Matthew T. Spriggs, Michael Shade, Patricia Kinney
  • Patent number: 10681216
    Abstract: Technologies for managing unresolved customer interactions in a support call management system are disclosed, including receiving a support call from a customer; identifying a customer and a support call type; retrieving historical interaction data associated with the customer; determining subsequent to having determined that historical interaction data associated with the customer includes other support calls, whether the other support calls are related to the received support call based in part on the historical interaction data and the support call type; determining whether to transmit the support call to an agent, an expert, or a supervisor as a function of at least one characteristic of the other support calls; and placing the support call into a support call queue as a function of the determination of whether the support call is to be transmitted to one of the agent, the expert, or the supervisor.
    Type: Grant
    Filed: October 6, 2017
    Date of Patent: June 9, 2020
    Inventors: Ranjeet Saini, Partha Pratim Roy, Vikas Srivastava
  • Patent number: 10567586
    Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one of a set of callers on hold and causing a caller of the set of callers to be routed to an agent based on a comparison of the caller data and the agent data. The caller data and agent data may be compared via a pattern matching algorithm and/or computer model for predicting a caller-agent pair having the highest probability of a desired outcome. As such, callers may be pooled and routed to agents based on comparisons of available caller and agent data, rather than a conventional queue order fashion. If a caller is held beyond a hold threshold the caller may be routed to the next available agent. The hold threshold may include a predetermined time, “cost” function, number of times the caller may be skipped by other callers, and so on.
    Type: Grant
    Filed: November 6, 2008
    Date of Patent: February 18, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Qiaobing Xie, S. James P. Spottiswoode
  • Patent number: 10491748
    Abstract: A communications routing system, and method, for representing a plurality of predicted characteristics of a plurality of communications sources, each having an economic utility; representing a plurality of predicted characteristics of a plurality of communications targets each having an economic utility; and determining an optimal routing between the plurality of communications sources and the plurality of communications targets, by maximizing an aggregate utility with respect to the respective predicted characteristics of communications source and communications destination represented by linkages.
    Type: Grant
    Filed: October 30, 2017
    Date of Patent: November 26, 2019
    Inventors: Wai Wu, Steven M. Hoffberg
  • Patent number: 10477026
    Abstract: A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.
    Type: Grant
    Filed: October 16, 2017
    Date of Patent: November 12, 2019
    Inventor: Oleg Olegovich Saushkin
  • Patent number: 10438241
    Abstract: According to some aspects, disclosed methods and systems may include storing, in a local storage of a device, a plurality of advertisements; and outputting for display first content comprising a first portion of a first set of advertisements associated with a first campaign period. The disclosed methods and system may also include, in response to an expiration of the first campaign period, outputting for display second content comprising a second portion of the first set of advertisements based on a first set of one or more advertising rules.
    Type: Grant
    Filed: June 4, 2014
    Date of Patent: October 8, 2019
    Assignee: Comcast Cable Communications, LLC
    Inventors: David Mays, Jason Press
  • Patent number: 10419615
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system including determining results for a first plurality of contact-agent interactions, determining results for a second plurality of contact-agent interactions, and determining combined results across the first and second pluralities of contact-agent interactions corrected for a Yule-Simpson effect.
    Type: Grant
    Filed: August 28, 2018
    Date of Patent: September 17, 2019
    Assignee: Afiniti Europe Technologies Limited
    Inventor: Syed Meesum Raza Rizvi
  • Patent number: 10366395
    Abstract: An interactive and custom support kiosk is disclosed. In one embodiment, a kiosk is provided including a user attribute identification system and a region-specific linkage. The user attribute identification system may be a user language identification system where the user's preferred language may be detected. With detection of a user's preferred language, the kiosk may display a language-customized display with customized features based on the identified language. In some embodiments, the customized features may include a language-based experience format similar to a user's experience which would be expected in the user's home geography. In some examples, a second level of interaction may be provided wherein the user may be connected to a region-specific operator. The operator may provide immediate live help or assistance through the kiosk. In addition, security controls may be provided with the interactive language and custom support kiosk.
    Type: Grant
    Filed: April 10, 2015
    Date of Patent: July 30, 2019
    Assignee: INFOCUS CORPORATION
    Inventors: Lap-Shun Hui, John Lee, Raymond Yu
  • Patent number: RE48846
    Abstract: Systems and methods are disclosed for estimating and assigning agent performance characteristics in a call routing center. Performance characteristics (e.g., sales rate, customer satisfaction, duration of call, etc.) may be assigned to an agent when the agent has made few calls relative to other agents or otherwise has a large error in their measure of one or more performance characteristics used for matching callers to agents (e.g., via a performance based or pattern matching routing method). A method includes identifying agents of a plurality of agents having a number of calls fewer than a predetermined number of calls (or an error in the performance characteristic exceeding a threshold), assigning a performance characteristic to the identified agents (that is different than the agent's actual performance characteristic), and routing a caller to one of the plurality of agents based on the performance characteristics of the plurality of agents.
    Type: Grant
    Filed: May 12, 2016
    Date of Patent: December 7, 2021
    Assignee: Afiniti, Ltd.
    Inventors: Zia Chishti, S. James P. Spottiswoode
  • Patent number: RE48860
    Abstract: Systems and methods are disclosed for estimating and assigning agent performance characteristics in a call routing center. Performance characteristics (e.g., sales rate, customer satisfaction, duration of call, etc.) may be assigned to an agent when the agent has made few calls relative to other agents or otherwise has a large error in their measure of one or more performance characteristics used for matching callers to agents (e.g., via a performance based or pattern matching routing method). A method includes identifying agents of a plurality of agents having a number of calls fewer than a predetermined number of calls (or an error in the performance characteristic exceeding a threshold), assigning a performance characteristic to the identified agents (that is different than the agent's actual performance characteristic), and routing a caller to one of the plurality of agents based on the performance characteristics of the plurality of agents.
    Type: Grant
    Filed: July 14, 2016
    Date of Patent: December 21, 2021
    Assignee: Afiniti, Ltd.
    Inventors: Zia Chishti, S. James P. Spottiswoode
  • Patent number: RE48896
    Abstract: Systems and methods are disclosed for estimating and assigning agent performance characteristics in a call routing center. Performance characteristics (e.g., sales rate, customer satisfaction, duration of call, etc.) may be assigned to an agent when the agent has made few calls relative to other agents or otherwise has a large error in their measure of one or more performance characteristics used for matching callers to agents (e.g., via a performance based or pattern matching routing method). A method includes identifying agents of a plurality of agents having a number of calls fewer than a predetermined number of calls (or an error in the performance characteristic exceeding a threshold), assigning a performance characteristic to the identified agents (that is different than the agent's actual performance characteristic), and routing a caller to one of the plurality of agents based on the performance characteristics of the plurality of agents.
    Type: Grant
    Filed: July 14, 2016
    Date of Patent: January 18, 2022
    Assignee: Afiniti, Ltd.
    Inventors: Zia Chishti, S. James P. Spottiswoode