Interacting Voice Message Systems Patents (Class 379/88.18)
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Patent number: 11895268Abstract: Systems and methods for distributing discrete events into a stateless cloud provider architecture are disclosed. Certain embodiments involve receiving, by the load balancer, a scaling up indication for the IVR system, the scaling up indication comprising an identification of a new server to be added to the plurality of servers. The method involves responsive to receiving the scaling up indication, registering the new server for IVR traffic by the load balancer. The method includes after registering the new server, receiving an IVR event. The method includes distributing the IVR event to the new server.Type: GrantFiled: April 15, 2021Date of Patent: February 6, 2024Assignee: Home Depot Product Authority, LLCInventors: Sanooj Karanath Sachidanandan, Edson H. Philippe, Dan Perritte
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Patent number: 11889023Abstract: A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides a waiting party with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number.Type: GrantFiled: March 18, 2022Date of Patent: January 30, 2024Assignee: Fancloud, Inc.Inventors: Jean-David Dahan, Shai Berger, Michael Pultz, Jason Bigue
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Patent number: 11783119Abstract: A method may include obtaining a knowledge graph including entities, and determining, for the knowledge graph, a first state including a first selectable entity subset of the entities that are selectable by a user. The first selectable entity subset may include an entity. The method may further include receiving, from the user and via a graphical user interface (GUI), a selection of the entity from the first selectable entity subset, and responsive to the selection, adding the entity to a report schema. The method further includes restricting, by the GUI, a space of selectable entities addable to the knowledge graph to the first selectable entity subset. The report schema may be used to populate a report. The method may further include, responsive to the selection, transitioning the knowledge graph to a second state including a second selectable entity subset of the entities that are selectable by the user.Type: GrantFiled: April 25, 2022Date of Patent: October 10, 2023Assignee: Intuit Inc.Inventors: Jayanth Saimani, Ashish Kumar Mishra, Manish Ramesh Shah
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Patent number: 11700333Abstract: In a call forwarding system, a management apparatus of the call forwarding system determines service terminals capable of near field wireless communication within a reception range of near field wireless communication, generates a terminal list, and receives a call event message reporting the receipt of a call from a reference terminal. The management apparatus may transmit a call report message including the terminal list to the reference terminal and the service terminals. The management apparatus may forward the call initially received by the reference terminal to a terminal which transmitted a receipt request message by transmitting a call forwarding request message to the reference terminal. The management apparatus may transmit, to the reference terminal and the service terminals, a receipt report message reporting the call was forwarded. According to a change receipt message or upon non-receipt by an intended terminal, the call may be reforwarded to another terminal.Type: GrantFiled: December 21, 2020Date of Patent: July 11, 2023Assignee: Pantech CorporationInventors: Sung June Park, Goang Yel Lyu
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Patent number: 11695684Abstract: Certain aspects of the disclosure are directed to routing data communications based on time zone. According to a specific example, a data-communications system for routing data communications based on time zone includes a communications routing circuit and a processing circuit. The communications routing circuit receives and routes data communications to a plurality of data communications stations and provides data communications services to remotely-situated client entities. For data communications routed for client entities in which a time zone routing feature is applied, the processing circuit determines a geographic location of the respective data communications station. The processing circuit then identifies a respective set of routing functions, based on a time zone of the geographic location, and routes the data communication based on the time zone, and according to the respective set of routing functions.Type: GrantFiled: July 1, 2021Date of Patent: July 4, 2023Assignee: 8x8, Inc.Inventors: Mehdi Salour, Raghu Rengarajan, Bryan R. Martin
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Patent number: 11632469Abstract: In a call forwarding system, a management apparatus of the call forwarding system determines service terminals capable of near field wireless communication within a reception range of near field wireless communication, generates a terminal list, and receives a call event message reporting the receipt of a call from a reference terminal. The management apparatus may transmit a call report message including the terminal list to the reference terminal and the service terminals. The management apparatus may forward the call initially received by the reference terminal to a terminal which transmitted a receipt request message by transmitting a call forwarding request message to the reference terminal. The management apparatus may transmit, to the reference terminal and the service terminals, a receipt report message reporting the call was forwarded. According to a change receipt message or upon non-receipt by an intended terminal, the call may be reforwarded to another terminal.Type: GrantFiled: December 21, 2020Date of Patent: April 18, 2023Assignee: Pantech CorporationInventors: Sung June Park, Goang Yel Lyu
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Patent number: 11310314Abstract: A method and system for synchronization data across applications installed on mobile and desktop devices and remote server uses a mail server. The data to be sent to applications is included in electronic message body or attachment and sent to a predefined email account. The email account is processed via listener applications according to a processing rule such as sender's email address, sender's domain, header information, or metadata. When an email matches the rule, an action is triggered that acquires data from attachment of email or body and updates local storage.Type: GrantFiled: July 30, 2018Date of Patent: April 19, 2022Assignee: Zero Cognitive Systems, Inc.Inventor: Gevorg Karapetyan
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Patent number: 11295734Abstract: Methods and systems for detecting an answering machine/voicemail system using a machine learning model are provided herein. In some embodiments, a method for detecting an answering machine/voicemail system using a machine learning model comprises receiving an audio stream from a telecommunication session; parsing the audio stream into a plurality of audio files; converting each of the plurality of audio files into an image; inputting each of the converted images into the machine learning model; receiving a prediction from the machine learning model; sending an indication that an answering machine/voicemail system is detected when the received prediction is a beep.Type: GrantFiled: March 26, 2020Date of Patent: April 5, 2022Assignee: Vonage Business Inc.Inventors: Antonio Hung, Tony Chan Sion Moy, Oscar Rodriguez
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Patent number: 11283926Abstract: A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides a waiting party with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number.Type: GrantFiled: December 17, 2020Date of Patent: March 22, 2022Assignee: FonCloud, Inc.Inventors: Jean-David Dahan, Shai Berger, Michael Pultz, Jason Bigue
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Patent number: 11283928Abstract: A method of assisting an agent in real-time includes includes receiving a call interaction between a customer and an agent; identifying words spoken in the call interaction; providing the words to a behavioral models module; computing a score for a plurality of behavioral metrics; providing a phrase formed by the words to a knowledge article selection module; providing each score for the plurality of behavioral metrics to the knowledge article selection module; providing a plurality of knowledge selection rules to the knowledge article selection module; evaluating a combination of the phrase and the scores of the plurality of behavioral metrics against each of the plurality of knowledge selection rules; matching a knowledge selection rule to the combination; selecting a knowledge article associated with the matched knowledge selection rule; generating a visual representation of the selected knowledge article; and presenting in real-time the visual representation on a graphical user interface.Type: GrantFiled: July 28, 2021Date of Patent: March 22, 2022Assignee: NICE LTD.Inventors: Gordon Scott Edwards, Jon A. Arrowood, Mark Finlay
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Patent number: 11190630Abstract: A communication system and method usable to facilitate communication between a hearing user and an assisted user. In particular, the system employs a wireless portable tablet or other portable electronic computing device linked to a captioning enabled phone as a remote interface for that phone, thereby providing an assisted user with more options, more freedom, and improved usability of the system.Type: GrantFiled: December 4, 2018Date of Patent: November 30, 2021Assignee: ULTRATEC, INC.Inventors: Christopher R. Engelke, Kevin R. Colwell, Troy Vitek
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Patent number: 11102352Abstract: The present application includes a method and system for multi-channel interaction. A communication session is initiated between a customer service representative (CSR) and an end user. Multi-channel communication is used between the end user and the CSR. The multi-channel communication includes at least voice and data. Information is presented to the end user via a user interface, and the user can confirm the accuracy of the information using the user interface.Type: GrantFiled: April 22, 2019Date of Patent: August 24, 2021Assignee: Verint Americas Inc.Inventor: Graeme Robert West
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Patent number: 11057296Abstract: Certain aspects of the disclosure are directed to routing data communications based on time zone. According to a specific example, a data-communications system for routing data communications based on time zone includes a communications routing circuit and a processing circuit. The communications routing circuit receives and routes data communications to a plurality of data communications stations and provides data communications services to remotely-situated client entities. The processing circuit logs data communications routed by the communications routing circuit. For data communications routed for client entities in which a time zone routing feature is applied, the processing circuit determines a geographic location of the respective data communications station. The processing circuit then identifies a respective set of routing functions, based on a time zone of the geographic location, and routes the data communication based on the time zone, and according to the respective set of routing functions.Type: GrantFiled: June 11, 2019Date of Patent: July 6, 2021Assignee: 8x8, Inc.Inventors: Mehdi Salour, Raghu Rengarajan, Bryan R. Martin
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Patent number: 11004440Abstract: A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of providing automated natural dialogue with a customer. The system may generate one or more events and commands temporarily stored in queues to be processed by one or more of a dialogue management device, an API server, and an NLP device. The dialogue management device may create adaptive responses to customer communications using a customer context, a rules-based platform, and a trained machine learning model.Type: GrantFiled: March 3, 2020Date of Patent: May 11, 2021Assignee: CAPITAL ONE SERVICES, LLCInventors: Gregory W. Zoller, Scott Karp, Sujay Eliphaz Jacob, Erik Mueller, Stephanie Hay, Adam Roy Paynter
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Patent number: 10960541Abstract: A robotic process automation (RPA) system provides solutions to issues generated during processing of entities in an application stack including a plurality of applications. The data regarding an issue is analyzed to categorize the issue as a new issue or an existing issue. For existing issues, solutions to resolve the issues are identified from a knowledge base. Even if the issue is categorized as a new issue, an identification of a solution from the knowledge base is initially attempted. If no solution can be identified, then the new issue is presented for user input and the solutions based on the user input are implemented for the resolution.Type: GrantFiled: January 25, 2019Date of Patent: March 30, 2021Assignee: ACCENTURE GLOBAL SOLUTIONS LIMITEDInventors: Mihir S Nanal, Vinitha Sunodh, Sachin Narayan Lokhande, Avilash Jena
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Patent number: 10944869Abstract: Embodiments include methods, systems and computer program products for automating actions of a mobile device during a call with an automated phone system. Aspects include determining that a phone call is being made to the automated phone system from the mobile device. Aspects also include obtaining automation information for the phone call. Based at least in part on the automation information, aspects include automatically performing at least one of providing data to the automated phone system and executing an action on the mobile device.Type: GrantFiled: March 8, 2019Date of Patent: March 9, 2021Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATIONInventors: Giacomo G. Chiarella, Daniel T. Cunnington, Eunjin Lee, John J. Wood
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Patent number: 10904384Abstract: A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides a waiting party with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number.Type: GrantFiled: September 15, 2019Date of Patent: January 26, 2021Inventors: Jean-David Dahan, Shai Berger, Michael Pultz, Jason Bique
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Patent number: 10848620Abstract: A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.Type: GrantFiled: September 24, 2019Date of Patent: November 24, 2020Inventor: John R. Harris
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Patent number: 10810326Abstract: The present invention provides a screen privacy protection method and system for a mobile terminal device. The screen privacy protection method comprises an environment data acquisition step, a privacy leakage determination step, a determination step and a screen privacy protection step. The present invention has the following advantageous effects: screen privacy can be effectively protected without the addition of hardware, a very good technical effect is achieved, and the screen privacy protection method and system provided by the present invention is worthy of popularization and application.Type: GrantFiled: February 14, 2017Date of Patent: October 20, 2020Assignee: SHENZHEN UNIVERSITYInventors: Kaishun Wu, Junjun Bao, Jinyong Wu, Yongpan Zou
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Patent number: 10708420Abstract: An intelligent transcription and automated record generation system and method are provided in which a record identification module can identify a record in a customer relationship management (CRM) database that is relevant to a call, and a voice recognition and transcription engine can process audio information from the call and transcribe voice data from the call to generate transcribed voice data. The calling party can be one or more of a caller who is making a call and a callee that is receiving the call. A record updater module can then automatically modify the record to include at least part of the transcribed voice data, and automatically add the modified record to the CRM database.Type: GrantFiled: March 22, 2018Date of Patent: July 7, 2020Assignee: salesforce.com, inc.Inventor: Vijay Karani
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Patent number: 10679605Abstract: Systems and methods for providing hands-free reading of content comprising: identifying a plurality of data items for presentation to a user, the plurality of data items associated with a domain-specific item type and sorted according to a particular order; based on the domain-specific item type, generating a speech-based overview of the plurality of data items; for each of the plurality of data items, generating a respective speech-based, item-specific paraphrase for the data item based on respective content of the data item; and providing, to a user through the speech-enabled dialogue interface, the speech-based overview, followed by the respective speech-based, item-specific paraphrases for at least a subset of the plurality of data items in the particular order.Type: GrantFiled: June 8, 2013Date of Patent: June 9, 2020Assignee: Apple Inc.Inventors: Thomas R. Gruber, Harry J. Saddler, Lia T. Napolitano, Emily Clark Schubert, Brian Conrad Sumner
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Patent number: 10614793Abstract: A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of providing automated natural dialogue with a customer. The system may generate one or more events and commands temporarily stored in queues to be processed by one or more of a dialogue management device, an API server, and an NLP device. The dialogue management device may create adaptive responses to customer communications using a customer context, a rules-based platform, and a trained machine learning model.Type: GrantFiled: May 31, 2019Date of Patent: April 7, 2020Assignee: CAPITAL ONE SERVICES, LLCInventors: Gregory W. Zoller, Scott Karp, Sujay Eliphaz Jacob, Erik Mueller, Stephanie Hay, Adam Roy Paynter
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Patent number: 10560484Abstract: Embodiments pertaining to managing access in one or more computing systems can include an operations controller in communication with the one or more computing systems for managing commercial transactions of the one or more computing systems and an access management controller in communication with the operations controller. The access management controller can receive an input that identifies relationships between user roles and actions associated with the one or more computing systems. The access management controller can provide the input to the operations controller for implementation of access rules in accordance with the relationships. The access management controller can attempt to access in the one or more computing systems at least a portion of the user roles and the actions after the operations controller has implemented the access rules. The access management controller can compare the attempted access with the relationships to determine access discrepancies.Type: GrantFiled: August 2, 2018Date of Patent: February 11, 2020Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATIONInventors: Chenfei Song, Kyle Robeson, Yuan Wang, Alex Luc
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Patent number: 10552173Abstract: Methods, apparatus, systems and articles of manufacture for improved margining of high-speed input-output are disclosed. An example method includes determining, in response to a system initialization, whether to perform parameter optimization for an interface. In response to the determination to perform the parameter optimization, a search is performed for parameters that optimize performance of the interface using a particle swarm optimization algorithm. The parameters that optimize the performance are applied to the interface.Type: GrantFiled: March 31, 2017Date of Patent: February 4, 2020Assignee: INTEL CORPORATIONInventors: Shreesh Chhabbi, Jabeena Gaibusab
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Patent number: 10477014Abstract: A method includes in response to receiving identification information from a caller, selecting a virtual machine from a plurality of virtual machines, the virtual machine configured to generate a virtual user interface for an application executing on the virtual machine. The method includes populating the virtual user interface with information about the caller based on the received identification information. The method includes sharing the virtual user interface with an application executing on a computer of a customer service representative. The method includes connecting the caller with the customer service representative.Type: GrantFiled: September 12, 2018Date of Patent: November 12, 2019Assignee: United Services Automobile Association (USAA)Inventors: Eric J. Smith, John McChesney TenEyck, Jr., Gregory Yarbrough, Vijay Jayapalan
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Patent number: 10425533Abstract: A device receives, from a user device, a communication request that includes information identifying a user of the user device, an organization, and at least one reason for the communication request. The device determines, based on the communication request, information concerning the user, a telephone number associated with the organization, and a menu of an interactive voice response (IVR) system device associated with the telephone number. The device communicates, based on the information concerning the user, the menu of the IVR system device, and the at least one reason for the communication request, with the IVR system device via a communication session initiated based on the telephone number. The device determines, based on communicating with the IVR system device, a time that the user is to interact with the IVR system device via the communication session, and causes the user device to join the communication session at the time.Type: GrantFiled: January 16, 2019Date of Patent: September 24, 2019Assignee: Capital One Services, LLCInventors: Michael Mossoba, Joshua Edwards, Abdelkadar M'Hamed Benkreira, Alexandra Colevas
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Patent number: 10419610Abstract: A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides a waiting party with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number.Type: GrantFiled: October 17, 2017Date of Patent: September 17, 2019Assignee: FonCloud, Inc.Inventors: Jean-David Dahan, Shai Berger, Jason Bigue, Michael Pultz
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Patent number: 10339608Abstract: Selectable payroll amounts for instant payroll deposits are described. A service provider can receive employee payroll information indicating an employee account at which an employee is to receive payroll payments from an employer. Additionally, the service provider can receive compensation information indicating compensation to be received by the employee for performing work for the employer. The service provider can leverage a data model to determine that the employee is eligible to receive at least a portion of the compensation via an instant deposit transfer. The service provider can determine, based on a reliability of the employee and/or a level of risk associated with the employer, an amount of the compensation to pay to the employee via the instant deposit transfer and can facilitate the instant deposit transfer of funds associated with the amount to pay the payroll payments to the employee account.Type: GrantFiled: October 31, 2017Date of Patent: July 2, 2019Assignee: Square, Inc.Inventors: Zachary Haitz, Jeffrey Rauch, Walid Owais
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Patent number: 10332505Abstract: A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of a providing automated natural dialog with a customer. The system may generate one or more events and commands temporarily stored in queues to be processed by one or more of a dialog management device, an API server, and an NLP device. The dialog management device may create adaptive responses to customer communications using a customer context, a rules-based platform, and a trained-machine learning model.Type: GrantFiled: August 1, 2017Date of Patent: June 25, 2019Assignee: CAPITAL ONE SERVICES, LLCInventors: Gregory W. Zoller, Scott Karp, Sujay Eliphaz Jacob, Erik Mueller, Stephanie Hay, Adam Roy Paynter
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Patent number: 10303773Abstract: A method in a chatbot configuration application executable on a computing device, comprising: maintaining in memory a chatbot comprising a plurality of conversation paths, each conversation path representing a different conversation between the chatbot and an end user, each conversation path comprising a plurality of conversation nodes, and each conversation node comprising computer-readable instructions executable by a processor to perform an action; and rendering, on a display device, a graphical user interface (GUI) to display to a configuring user each conversation path and each conversation node in each respective conversation path.Type: GrantFiled: July 31, 2017Date of Patent: May 28, 2019Assignee: MASSIVELY.AI INC.Inventors: Ricardo David Curtis, Wesley Ka Wai Lui
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Patent number: 10250534Abstract: Methods, devices, and systems are provided for converting messages received from different sources into a universal file management system format managed by a central server. Each message may be sent from a sender to at least one recipient in a communication system. Upon receiving the messages, the central server converts each message into at least one folder and file. The files or folders can be stored in a secure central repository or memory. The secure central repository may include directory-sync servicing to virtually a user communication device other than the server. Files or folders may be marked as sensitive and restricted from access, copying, or other distribution. Sensitive files and folders, representing messages received can be restricted to viewing via a real-time communication application running on a user's communication device and portal connection to the secure central repository.Type: GrantFiled: August 11, 2015Date of Patent: April 2, 2019Assignee: Avaya Inc.Inventor: David L. Chavez
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Patent number: 10250549Abstract: A mechanism for automatically organizing electronic messages is described herein. Social groups of a particular user that may be representative of topics, people, projects, and the like can be automatically learned based at least in part upon historical correspondence of the user. Moreover, messages can be automatically prioritized based at least in part upon historical correspondence patterns. Electronic messages may be presented to the user in accordance with group information and how important the messages are to the user.Type: GrantFiled: January 5, 2018Date of Patent: April 2, 2019Assignee: MICROSOFT TECHNOLOGY LICENSING, LLCInventors: Andrzej Turski, Lili Cheng, Michael Anthony Affronti, Shane Williams
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Patent number: 10237410Abstract: According to various embodiments, declined (or unanswered) calls to an alternate number on a mobile device can be handled differently than declined calls to the device's native phone number. For example, such declined (or unanswered) calls to an alternate number can be sent to a different voicemail system than the primary voicemail system associated with the device's native voice call functionality. The techniques described herein can be applied to any situation in which a call is declined or otherwise disposed of, including, for example: the recipient failing to answer the call; the device being in airplane mode; a “do not disturb” setting preventing acceptance of the call; or the like.Type: GrantFiled: April 28, 2017Date of Patent: March 19, 2019Assignee: Pinger, Inc.Inventor: Bin Zhou
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Patent number: 10216476Abstract: Merchant/consumer calls may be recorded and evaluated according to a variety of criteria. The call recordings and analyses thereof, as well as consumer tracking information, may be displayed in a user interface of a web-based online portal for convenience in evaluating the use and efficacy of marketing channels as well as the quality of merchant/consumer interactions. In an aspect, the user interface provides a representation of a variety of telephone calls as an interactive keyword cloud that presents business-value-specific keywords targeted for detection during such telephone calls. The keyword cloud may depict keywords in a range of colors, sizes, and relative positioning to connote varied degrees of significance, such as a relative rate of occurrence of keywords in the represented telephone calls. Each keyword in the keyword cloud may contain a hyperlink to related content such as a listing of telephone calls containing the keyword.Type: GrantFiled: June 28, 2018Date of Patent: February 26, 2019Assignee: Patient Prism LLCInventors: Michael G. Spiessbach, Amol Nirgudkar
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Patent number: 10182318Abstract: An integrated voicemail system is described that provides “visual voicemail” that overcomes the shortcomings associated with a user having to dial into a voicemail system and navigate through a menu of options using conventional voice and/or standard DTMF signaling-based browsing capabilities. The visual voicemail instead provides, via a client device of the user's choice, a visual presentation of a user's voicemails along with state information of the voicemails. The visual presentation of the voicemails includes a user interface that allows a user to control or manipulate voicemails from the client device, where the manipulation includes playing, pausing, rewinding, fast-forwarding, deleting, and changing a state of each voicemail. The visual voicemail also eliminates the need for a user to periodically call-in to the enterprise voicemail system in order to check for voicemail messages as the messages can be automatically delivered to the user's client device.Type: GrantFiled: January 14, 2014Date of Patent: January 15, 2019Assignee: Cisco Technology, Inc.Inventors: Saurav Chatterjee, John Drewry, Paul Fullarton, Josh Perfetto, Hermendra Rana
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Patent number: 10121116Abstract: An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.Type: GrantFiled: August 4, 2014Date of Patent: November 6, 2018Inventors: Eric Tamblyn, Simon Wright, Yochai Konig, Christopher Connolly, Chad David Hendren, Arnaud Lejeune
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Patent number: 10104233Abstract: An interface portal system that includes a non-transitory computer readable medium having a plurality of stored instructions adapted to generate a coaching portal based on behavioral assessment data, the plurality of instructions including instructions that, when executed, analyze one or more communications between a customer and an agent, wherein the analysis comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to separated voice data for the customer, the agent, or both, from each communication by analyzing behavioral characteristics of the customer, the agent, or both, based on the one or more communications; instructions that, when executed, identify one or more customer-agent interaction events based on the analyzed behavioral characteristics; and instructions that, when executed, display a time-based graphic representation across a selected time interval based on one or more communications.Type: GrantFiled: June 15, 2017Date of Patent: October 16, 2018Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, David Gustafson, Douglas Brown, Christopher Danson
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Patent number: 10097970Abstract: A displaying method and apparatus in a mobile terminal are provided. The displaying method in a mobile terminal includes displaying a message for a missed call for a first number on an idle screen or a call list screen when the missed call is generated from the first number, displaying a call history for the first number on an incoming call screen or an outgoing call screen when a call is received from the first number or the call is transmitted to the first number, and changing the message for the missed call for the first number when a call is connected to the first number and displaying the changed message.Type: GrantFiled: September 9, 2013Date of Patent: October 9, 2018Assignee: Samsung Electronics Co., Ltd.Inventor: Jaewan Cho
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Patent number: 10083420Abstract: According to one aspect, an approach is provided that assists in presenting the right information within the ecosystem. The approach involves associating information sources (ads, sponsored information, research requests, debate notices, seminars, education opportunities, peer generated information, etc) with a feedback mechanism. In one embodiment, the feedback mechanism includes a scoring feature, where individual participants within the ecosystem rate the relevancy and/or importance of the information provided. In one example, a user is notified that a potentially relevant information source is available. The notification is typically displayed unobtrusively within a browser or interface window that the user is navigating. In one implementation, the user must perform some affirmative action to reach information associated with the information opportunity. In one example, requiring an affirmative action serves as a shield from pop-ups, banner-ads, and other distracting form of advertising.Type: GrantFiled: November 21, 2008Date of Patent: September 25, 2018Assignee: Sermo, IncInventor: Daniel Palestrant
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Patent number: 10063504Abstract: The disclosed computer-implemented method for selectively archiving electronic messages may include (1) monitoring, at a messaging account of a user, interactions between the user and messages received at the messaging account, (2) identifying message characteristics that are indicative of unimportant messages to the user by (A) identifying, based on the interactions between the user and the received messages, received messages that are unimportant to the user and (B) identifying characteristics of the unimportant received messages, (3) receiving an incoming message at the messaging account, (4) determining, based on a comparison between at least one characteristic of the incoming message and the message characteristics that are indicative of unimportant messages, that the incoming message is unimportant to the user, and (5) archiving the incoming message based on the determination that the incoming message is unimportant to the user.Type: GrantFiled: September 21, 2015Date of Patent: August 28, 2018Assignee: Veritas Technologies LLCInventors: Amar Deshmukh, Hrishikesh R. Desai
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Patent number: 10013234Abstract: Merchant/consumer calls may be recorded and evaluated according to a variety of criteria. The call recordings and analyzes thereof, as well as consumer tracking information, may be displayed in a user interface of a web-based online portal for convenience in evaluating the use and efficacy of marketing channels as well as the quality of merchant/consumer interactions. In an aspect, the user interface provides a representation of a variety of telephone calls as an interactive keyword cloud that presents business-value-specific keywords targeted for detection during such telephone calls. The keyword cloud may depict keywords in a range of colors, sizes, and relative positioning to connote varied degrees of significance, such as a relative rate of occurrence of keywords in the represented telephone calls. Each keyword in the keyword cloud may contain a hyperlink to related content such as a listing of telephone calls containing the keyword.Type: GrantFiled: October 23, 2017Date of Patent: July 3, 2018Assignee: Patient Prism LLCInventors: Michael G. Spiessbach, Amol Nirgudkar
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Patent number: 10003939Abstract: In a wireless communication system, when receiving a START DTMF message with an ITR indicator from a transmitting device, a network is configured to send a START DTMF ACK message to the transmitting device. After adjusting its settings and entering a text receiving mode, the transmitting device is configured to send a CONFIRM START DTMF TXT message to the network. The network is configured to send keypad information associated with the number of a receiving device to the receiving device. The receiving device is configured to send the corresponding text message to the network, which then forwards the text message to the transmitting device.Type: GrantFiled: October 19, 2016Date of Patent: June 19, 2018Assignee: ACER INCORPORATEDInventor: Pei-Jung Chen
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Patent number: 9955014Abstract: A method and apparatus for delivering a message. A plurality of audio messages destined for a recipient is received from a corresponding plurality of senders. Each of the plurality of audio messages includes a corresponding first sender designated priority designated by the corresponding sender. Member configuration data that identifies a first recipient prioritization attribute is accessed. A prioritized list of the plurality of audio messages is generated based on both the corresponding first sender designated priority and the first recipient prioritization attribute associated with the each of the plurality of audio messages. A subset of the plurality of audio messages is provided to a client device associated with the recipient based on the prioritized list.Type: GrantFiled: December 29, 2010Date of Patent: April 24, 2018Assignee: Avaya Inc.Inventor: John H. Yoakum
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Patent number: 9860377Abstract: A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.Type: GrantFiled: January 3, 2017Date of Patent: January 2, 2018Assignee: West CorporationInventors: Blake John Roux, Craig A. Webster
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Patent number: 9614966Abstract: A method is provided for safeguarding anonymity during a communication with a correspondent, between a caller and a user being called. The communication has an anonymous nature. The method includes the following steps: upon receiving a response from the correspondent to the communication sent by the caller, putting the caller on hold; analysis of the response received from the correspondent, for determining whether the correspondent corresponds to the voicemail of the user being called; and in the case of a positive determination, playing to the caller an anonymous welcome message in which the identity of the user being called is masked.Type: GrantFiled: May 17, 2013Date of Patent: April 4, 2017Assignee: ORANGEInventors: Ghislain Moncomble, Fabrice Petesch
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Patent number: 9609518Abstract: Methods and systems are provided for changing mobile-station settings upon a mobile station handing off to a base station. In an embodiment, a base station makes a first determination that at least one of several enumerated events has occurred, and in response to making the first determination, carries out one or more of several enumerated steps. Among the several enumerated events are (i) a mobile station handing off to the base station, and (ii) the mobile station initiating a call to a voicemail system maintaining a voicemail account associated with the mobile station; and among the several enumerated steps are (i) disabling a password requirement for the voicemail account, (ii) conveying a voicemail password to the voicemail system on behalf of the mobile station, and (iii) configuring the mobile station to convey the voicemail password to the voicemail system upon the mobile station establishing a call to the voicemail system.Type: GrantFiled: January 15, 2009Date of Patent: March 28, 2017Assignee: Spring Spectrum L.P.Inventors: Ryan S. Talley, Christopher M. Yenney
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Patent number: 9578172Abstract: A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.Type: GrantFiled: February 26, 2013Date of Patent: February 21, 2017Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Merijn Te Booij, Vladislav Baranovsky, Vladimir Mezhibovsky, Anton Brazhnyk, Gregory Jacob Duclos, Dave H. Anderson, Ernesto Garcia Garcia, William Edward James, Sonja Hoffman Hemelrijk
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Patent number: 9578198Abstract: An application cooperation system includes an instruction screen display control portion which causes a browsing portion to display a scan instruction screen, a scan control portion which stores image data output from a document reading portion, an external screen receiving portion which receives an external screen including an external control command from the external server for storage, an internal screen generating portion which generates an internal screen including an internal control command and an image data displaying area, an integrated screen generating portion which generates an integrated screen by combining the internal and external screens for output to the internal server portion, and a location information notification portion which obtains the integrated screen's network address from the internal server portion for output to the external server.Type: GrantFiled: July 3, 2012Date of Patent: February 21, 2017Assignee: KONICA MINOLTA BUSINESS TECHNOLOGIES, INC.Inventor: Ryoji Bando
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Patent number: 9538004Abstract: A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.Type: GrantFiled: February 16, 2016Date of Patent: January 3, 2017Assignee: West CorporationInventors: Blake John Roux, Craig A. Webster
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Patent number: 9509755Abstract: In one aspect, the present application is directed to a computer-implemented method, a mobile device, a computer network system, and a computer-program product for optimized audio data provision, in an aspect, a computer-implemented method for optimized audio data provision on mobile devices is provided. The method may comprise: evaluating one or more parameters of a network connection of a mobile device; and depending on said evaluation, automatically switching between downloading audio data in an audio file from a server in real-time and downloading audio data in a text file from the server and performing a text-to-speech application of audio data on the mobile device.Type: GrantFiled: February 15, 2013Date of Patent: November 29, 2016Assignee: Accenture Global Services LimitedInventors: Alessandra Macchietti, Allesandro Puglia, Manuela Taglieri, Christian Zomparelli, Andrea Pastori