Customer Communication At A Business Location (e.g., Providing Product Or Service Information, Consulting, Etc.) Patents (Class 705/346)
  • Patent number: 10380595
    Abstract: A system is described that identifies, based on contextual information associated with a device that is located at a physical location associated with a merchant, a product that a user of the device is at the physical location to purchase. The system executes an autonomous search query for product information that is predicted to assist the user in completing a purchase of the product, from the merchant, at the physical location. The system sends the product information to the device, and for subsequent output. The system determines whether a degree of likelihood that the user will complete the purchase in response to receiving the product information satisfies a likelihood threshold, if not, the system executes a remote assistance module accessed by the device to provide a virtual environment in which a human provides additional information that the user needs to complete the purchase.
    Type: Grant
    Filed: January 6, 2016
    Date of Patent: August 13, 2019
    Assignee: GOOGLE LLC
    Inventors: Sriram Bhargav Karnati, Varun Soundararajan, Amit Agarwal
  • Patent number: 10362459
    Abstract: A method, system, and computer program product is disclosed for identifying the purpose and context of a line of people using mobile devices. A message is generated for transmitting to one or more mobile devices, and the message identifies a purpose of a line of people. The message is transmittable using a beacon at a starting point of the line. The message includes the purpose of the line to a first mobile device of a first person in the line. The message transmitted by the beacon is receivable by at least the first mobile device. In sequence, the message is transmitted, to each of a plurality of mobile devices belonging to people in the line, from the first mobile device to a next mobile device of the plurality of mobile devices, thereby relaying the message including the purpose of the line to multiple mobile devices, respectively.
    Type: Grant
    Filed: November 8, 2018
    Date of Patent: July 23, 2019
    Assignee: International Business Machines Corporation
    Inventors: Andrew R. Jones, Christian B. Compton, Gregory J. Boss, Jeremy R. Fox, John E. Moore, Jr.
  • Patent number: 10318869
    Abstract: A decision-making process is implemented by a decider processing unit. The decision-making process includes the propagation of a proposition in a distributed network of processing units, with each processing unit being provided with decision intelligence.
    Type: Grant
    Filed: January 7, 2014
    Date of Patent: June 11, 2019
    Assignee: AIRBUS DS SAS
    Inventors: Christopher Rabotin, Fabien Valverde
  • Patent number: 10013686
    Abstract: An apparatus includes a communications module that establishes a telephonic connection between a customer service representative of a merchant and a customer. An identification module receives an identifier. The identifier alerts a computer system of the merchant that the customer is associated with a billing profile stored on a computer system external to the computer system available to the merchant and the customer service representative. A billing profile access module receives information from the billing profile. The billing profile includes billing information of the customer. The billing profile is electronically accessed using the external computer system, via a network, to process a sales order between the customer and the merchant. A transaction module processes the sales order using the billing profile of the customer in response to a customer approval of the sales order. The transaction module shields the billing information of the billing profile from the customer service representative.
    Type: Grant
    Filed: August 2, 2017
    Date of Patent: July 3, 2018
    Assignee: TELEPERFORMANCE SE
    Inventor: Alan Truitt
  • Patent number: 10007942
    Abstract: Systems and methods are provided real estate management. The systems and methods permit a real estate agent to provide personal service provider recommendations to their homeowners. The systems and methods also provide access to information relevant to the homeowners, which may include documents relating to the purchase and/or maintenance of the homeowners' homes.
    Type: Grant
    Filed: February 20, 2015
    Date of Patent: June 26, 2018
    Assignee: DIGSVIEW, LLC
    Inventor: Brenton Wickam
  • Patent number: 9959566
    Abstract: Disclosed systems and methods provide media content through an electronic commerce server. In one implementation, a method for providing electronic content is provided. The method includes receiving an order of a user. The order of the user may comprise a request of the user for a physical copy of media content. The commerce server may determine whether to provide to the user an electronic copy of the media content based at least on the order. Further, a request to access the electronic copy of the media content is received from the user. The method further grants the user access to the electronic copy of the media content based at least on the request to access the electronic copy of the media content.
    Type: Grant
    Filed: February 6, 2017
    Date of Patent: May 1, 2018
    Assignee: Amazon Technologies, Inc.
    Inventors: Kamlesh T. Talreja, Andrew J. Watts, Siddharth Sriram, Cameron S. Janes, James E. Stevenson, Jim L. Dantzler
  • Patent number: 9928651
    Abstract: The present invention obviates the need for restaurants to install expensive physical hardware such as swings, slides, etc that consume valuable property real-estate, to provide playing entertainment to customers, by constructing a virtual playground out of objects typically found in restaurants such as salt and pepper shakers, napkin dispensers, spoons, forks, plates, glasses, menu cards, pizza-boxes, etc. The present invention virtualizes these real-world objects and uses the virtualized characters to populate a virtual playground that is overlaid on top of real-world objects. This virtual playground allows users to manipulate virtual characters facilitating gameplay and entertainment.
    Type: Grant
    Filed: February 20, 2013
    Date of Patent: March 27, 2018
    Inventor: Mahesh Babu Mariappan
  • Patent number: 9916593
    Abstract: This disclosure relates to determining and displaying item preferences associated with geographic areas. Each of a plurality of item selections is associated with a respective geographic location. Item selections associated with a geographic area are identified. A preference for an item from among a group of items is determined based on the identified ones of the item selections. The preference is sent to a client for rendering.
    Type: Grant
    Filed: July 15, 2013
    Date of Patent: March 13, 2018
    Assignee: Amazon Technologies, Inc.
    Inventors: Christel C. Berg, Thomas L. Nissley, John D. Rodgers, Tobias J. Roseman, Jana A. Kleitsch, Ruchica Behl
  • Patent number: 9888358
    Abstract: A vehicular communication terminal is provided. A reception strength acquirer acquires a reception strength of a signal transmitted from a service provider terminal. When the vehicle communication terminal receives a signal corresponding to service initiation information from the service provider terminal, a transmission terminal determiner determines whether a transmission source of the signal is the service provider terminal that provides a service targeted for the vehicular communication terminal, based on at least either one of magnitude of the reception strength of the received signal acquired by the reception strength acquirer and a degree of reception strength change in signal received from the service provider terminal serving as a transmission source of the received signal.
    Type: Grant
    Filed: December 17, 2015
    Date of Patent: February 6, 2018
    Assignee: DENSO CORPORATION
    Inventors: Takahisa Yamashiro, Seigou Kumabe
  • Patent number: 9871836
    Abstract: In an embodiment, a method for distributed discussion collaboration is provided. The computer-implemented method includes selecting a featured discussion item for each of one or more collaborators based on information associated with each respective collaborator. The method also includes providing selected featured discussion items for display to respective one or more collaborators. The method further includes receiving voting information for the featured discussion items displayed to the respective one or more collaborators. In another embodiment, a system for distributed discussion collaboration includes a selection module configured to select a featured discussion item for each of one or more collaborators based on information associated with each respective collaborator. The system also includes a view controller and a voting module.
    Type: Grant
    Filed: October 5, 2015
    Date of Patent: January 16, 2018
    Assignee: Google LLC
    Inventors: Taliver Heath, Dave S Young, Colby Dee Ranger
  • Patent number: 9805425
    Abstract: Electronic commerce over a publicly accessible computer network such as the Internet is facilitated and leveraged by a computer system that forms a community of computer user parties based on personal and business connections of the parties involved. Personal connections are created between users by invitation and mutual acceptance. Business connections are created between users when a transaction takes place between those users. Users search to perform any one or more of a variety of actions such as to purchase products, browse departments and categories for purchasing products, or explore the connections between the parties involved to find items to buy. Different groupings of the parties involved may be the users themselves and other buyers/sellers in the business network, the users themselves and their friends in the personal networks, or some combination of buyers/sellers and friends from each of the types of networks.
    Type: Grant
    Filed: January 9, 2013
    Date of Patent: October 31, 2017
    Assignee: Overstock.com, Inc.
    Inventors: Holly C. MacDonald-Korth, Samuel Jacob Peterson
  • Patent number: 9785703
    Abstract: A computer-based system for presenting interpersonal relationship recommendation that utilizes peer based opinions about a potential match to influence the recommendation, and that presents the peer based opinions along with the recommendation.
    Type: Grant
    Filed: June 14, 2016
    Date of Patent: October 10, 2017
    Assignee: EHARMONY, INC.
    Inventor: Steve Carter
  • Patent number: 9754298
    Abstract: Techniques for collaborative shopping are presented. During a shopping transaction, a customer collaborates in real time with one or more additional participants. Real-time and dynamic feedback is provided to the customer from the participants throughout the shopping transaction. Furthermore, real-time and dynamic feedback is provided from the customer to the participants throughout the shopping transaction.
    Type: Grant
    Filed: August 31, 2011
    Date of Patent: September 5, 2017
    Assignee: NCR CORPORATION
    Inventors: Richard Chavie, Daniel Frederick White, Mark Grossi, Michael Robertson McNamara
  • Patent number: 9664965
    Abstract: An exemplary embodiment of the present invention provides a liquid crystal display (LCD) device including: a first insulation substrate; gate and data lines positioned on the first insulation substrate and electrically insulated to cross each other; a thin film transistor coupled to the gate line and the data line; a first light blocking member positioned on the data line; a shielding electrode positioned on the first light blocking member; a pixel electrode coupled to the thin film transistor; a second insulation substrate positioned to face the first insulation substrate; a common electrode positioned on the second insulation substrate; and a liquid crystal layer disposed between the pixel electrode and the common electrode.
    Type: Grant
    Filed: December 5, 2014
    Date of Patent: May 30, 2017
    Assignee: Samsung Display Co., Ltd.
    Inventors: Seung-Kyu Lee, Pil Gyu Kang, Wan Namgung
  • Patent number: 9635180
    Abstract: Embodiments of the present invention address deficiencies of the art in respect to call center wait queue management and provide a novel and non-obvious method, system and computer program product for call-back reservation services in a remote call center computing environment. In an embodiment of the invention, a call-back reservation method can be provided. The method can include receiving a telephone call to a remote call center from a caller, informing the caller of a reservation options menu, calculating multiple reservation time-slots to accommodate the caller's schedule, such that the reservation time is based on caller's personal preference, assigning a call-back reservation token to the caller, disconnecting the caller from the remote call center, and providing the caller with access to a remote call center agent at the reservation time when the caller reconnects to the remote call center.
    Type: Grant
    Filed: May 14, 2008
    Date of Patent: April 25, 2017
    Assignee: International Business Machines Corporation
    Inventors: Ying Chen, Joel Duquene, James P. Eberwein, Dong K. Lieu
  • Patent number: 9626654
    Abstract: Learning to rank modeling in the context of an on-line social network is described. A learning to rank model can learn from pairwise preference (e.g., job posting A is more relevant than job posting B for a particular member profile) thus directly optimizing for the rank order of job postings for each member profile. With ranking position taken into consideration during training, top-ranked job postings may be treated by a recommendation system as being of more importance than lower-ranked job postings. In addition, a learning to rank approach may also result in an equal optimization across all member profiles and help minimize bias towards those member profiles that have been paired with a larger number of job postings.
    Type: Grant
    Filed: June 30, 2015
    Date of Patent: April 18, 2017
    Assignee: LinkedIn Corporation
    Inventors: Lijun Tang, Eric Huang, Xu Miao, Yitong Zhou, David Hardtke, Joel Daniel Young
  • Patent number: 9600946
    Abstract: When attending an event at a venue, the attendee typically presents ticket information that is scanned by a venue scanner. The process associated with scanning can be dispensed with, which can improve attendee experiences, reduce costs associated with managing a venue, as well as other advantages. For example, instead of scanning a ticket at a point of ingress to the venue, a device of the user can self-scan the ticket, and then present indicia that indicates this process has occurred. The indicia can be presented to a guest services representative, who can verify that a valid ticket was redeemed by merely observing the indicia and without scanning.
    Type: Grant
    Filed: May 19, 2014
    Date of Patent: March 21, 2017
    Assignee: FLASH SEATS LLC
    Inventors: Samuel Gerace, Michael Rojas, Matthew Servant
  • Patent number: 9563720
    Abstract: A method and system for matching users of a network, such as a language learning network, employs user profile data to determine point match scores and/or compatibility match scores between users of the network such as a social network. A point match score is a measure of strength for a single interest that two users share. A compatibility match score is an aggregate measure of similarity of multiple interests that two users share. When a first user asks the system to propose another user or users for interaction, the system uses the point match scores, compatibility match scores, or both to determine which additional users to recommend to the first user. The system may present the first user with a profile for each recommended user. The first user may select one of the recommended users and engage in interaction, such as language skills learning or practice, with that user via a text, audio and/or video interface.
    Type: Grant
    Filed: February 5, 2014
    Date of Patent: February 7, 2017
    Assignee: WESPEKE, INC.
    Inventors: Jaime G. Carbonell, Michael E. Elchik, Jason Simmons, Adel Assaad, Robert J. Pawlowski, Jr.
  • Patent number: 9549225
    Abstract: A system that incorporates teachings of the subject disclosure may include, for example, obtaining social media data associated with a plurality of end user devices of a plurality of users interacting with a social media network where the social media data includes user commentary at the social media network, determining first targeted advertising for delivery to first end user devices of a portion of the plurality of users based on an analysis of the social media data, and determining second targeted advertising for delivery during a target broadcast programming to a second end user device of a target user of the plurality of users based on an analysis of the user commentary, wherein the analysis includes identifying a comment context. Other embodiments are disclosed.
    Type: Grant
    Filed: October 9, 2014
    Date of Patent: January 17, 2017
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Junlan Feng, Bernard S. Renger
  • Patent number: 9164664
    Abstract: Avatar cloning in a virtual world may include receiving an input indicating that a user desires to access a cloning feature and allowing a cloned avatar to be cloned from the user's avatar.
    Type: Grant
    Filed: July 19, 2013
    Date of Patent: October 20, 2015
    Assignee: International Business Machines Corporation
    Inventors: William Bruce Nicol, II, Brian Ronald Bokor, Peter Frederick Haggar, Daniel Edward House, Andrew Bryan Smith
  • Patent number: 9104846
    Abstract: Described herein is technology for, among other things, provisioning access to shared resources. It involves various techniques for creating accounts for recipients of communications with shared resources. Further, the resources may available by an easy to find permanent location (e.g., URL). Such a provisioning process facilitates the growth of the network as recipients are given fully featured accounts. Therefore, the technology avoids the sign up process that users would otherwise have to go through in order to access the shared resource.
    Type: Grant
    Filed: February 5, 2008
    Date of Patent: August 11, 2015
    Assignee: Microsoft Technology Licensing, LLC
    Inventor: Michael Kunz
  • Patent number: 9088622
    Abstract: The disclosure generally describes computer-implemented methods, software, and systems for modeling and deploying decision services. One computer-implemented method includes establishing a push-channel session uniquely associated with a client, wherein the push channel session communicates with the client using a single push channel. The computer-implemented method further includes registering the established push-channel session with a messaging channel runtime creating a client-specific messaging channel and registering a backend application with the push-channel-session-associated single push channel using a push channel registration session. The method further includes, responsive to an application message received from an application session associated with the backend application using a client-specific application channel, dispatching the received application message to the push-channel session from the messaging channel runtime using the client-specific messaging channel.
    Type: Grant
    Filed: July 5, 2012
    Date of Patent: July 21, 2015
    Assignee: SAP SE
    Inventor: Lars Erbe
  • Patent number: 9043358
    Abstract: A unified search service may collect information related to an enterprise from at least one of publicly available data and private enterprise data. In some implementations, crowd sourcing may be used to determine a source list of one or more sources of information. Authored content can be generated, such as by combining one or more items of information from the public data with one or more items of information from the private enterprise data. Further, in some implementations, a public index may be generated from the public data, and one or more affiliation indexes may be generated from the private enterprise data. For example, a first affiliation index may contain confidential enterprise information, while a second affiliation index may contain non-confidential enterprise information. A user's affiliation to the enterprise may be taken into consideration when determining which indexes to use when responding to a search request from the user.
    Type: Grant
    Filed: March 9, 2011
    Date of Patent: May 26, 2015
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Lili Cheng, Xuedong David Huang, Heung-Yeung Shum, Eric J. Horvitz, James H. Lewallen, Todd D. Newman, David S. Taniguchi
  • Publication number: 20150142693
    Abstract: An apparatus for marketing and selling footwear, the footwear having a footbed, comprises a mat having one or more layers, the top layer of the mat comprising the same material as footwear footbed, e.g., yoga mat foam. At least a portion of an upper of one of more units of the footwear, preferably a plurality of different size upper portions, is/are attached to the mat. At least one sensor is coupled to the mat and configured to sense a consumer's foot on the mat, and in response an output device emits a sound expressing happiness in the comfortable sensation of the user's foot on the mat. Thereby, the consumer's buying experience is enhanced.
    Type: Application
    Filed: November 20, 2013
    Publication date: May 21, 2015
    Applicant: Deckers Outdoor Corporation
    Inventors: Michael Ryan Minter, Tom Garcia
  • Publication number: 20150120416
    Abstract: A system for interacting with a passenger within a vehicle is provided. The system includes, but is not limited to, in-vehicle equipment which communicates with a remote server, a wireless communication device which communicates information between the remote server outside of the vehicle and the in-vehicle equipment, and a mobile device having a display. The in-vehicle equipment retrieves content from the remote server. The mobile device receives passenger information from the passenger. The mobile device pairs with and provides passenger information to the in-vehicle equipment. The in-vehicle equipment provides content to display on the mobile device in response to the provided passenger information.
    Type: Application
    Filed: October 24, 2014
    Publication date: April 30, 2015
    Inventor: Jesse H. Davis
  • Publication number: 20150095156
    Abstract: At a server, a notification that a subscriber vehicle has an appointment with a dealership is received. A geo-fence is set up around the dealership. At the server, it is recognized that the subscriber vehicle has entered the geo-fence. Subscriber vehicle identifying data is received at the server, and in-vehicle infotainment capabilities of the subscriber vehicle are identified at the server by interrogation of a database in connection with the server. From the server, a message is transmitted to the subscriber vehicle that is tailored to the in-vehicle infotainment capabilities.
    Type: Application
    Filed: September 30, 2013
    Publication date: April 2, 2015
    Applicant: GENERAL MOTORS LLC
    Inventors: STEVEN S. SAUERBREY, WAHAJ AHMED, HUONG T. CHIM
  • Publication number: 20150088782
    Abstract: An intelligent customer queuing and notification system includes a kiosk, to receive customer information, and a customer reception system each of which are connected to and communicate over a common network. The customer reception system receives customer information sent to it by the kiosk and uses this information to assign a customer to an appropriate position in a queue. The customer reception system generates and sends a notification message to a customer communication device that includes the customer's current queue position and wait time, and the customer reception system receives responses from the customer.
    Type: Application
    Filed: November 26, 2013
    Publication date: March 26, 2015
    Inventor: YIHAN ZHANG
  • Publication number: 20150081532
    Abstract: The embodiments disclose a method including providing venue specific localized WI-FI user mobile venue related services in a covered venue area, installing in a densely populated covered venue area technology capabilities capable of handling a number of users in real time and a number of services in real-time, and using localized WI-FI user mobile applications to provide venue related services.
    Type: Application
    Filed: September 14, 2014
    Publication date: March 19, 2015
    Inventors: Yolanda Lewis, Edmond DeFrank, Everett Glenn, Nicolas DeFrank, Antonio DeFrank, Allen Mark Jones
  • Publication number: 20150073884
    Abstract: A system for shopping for goods and services includes central communications facilities and remote communications facilities connected by communications links and means permitting data communications between them. Central communications facilities offer goods and services in competition with each other. Central communications facility may store, in addition to data, graphics in the form of video, and audio in the form of computerized voice and music. Computer input devices at each remote communications facility permit customers to access the data, graphics and audio. Computers at each remote communications facility also enable that facility to receive and download the data, graphics, and audio. Remote communications facilities may be adapted to enable a customer, after viewing the data, graphics, and audio, to determine a price for the purchase of the goods and services.
    Type: Application
    Filed: September 12, 2013
    Publication date: March 12, 2015
    Inventor: Stephen Corey Wren
  • Publication number: 20150066802
    Abstract: Techniques for providing notifications to a customer shopping at a brick and mortar store are disclosed. The techniques include providing a wireless network in a brick and mortar store, using a customer mobile electronic device to detect network identification data of the wireless network, and using a communications module to determine, from the network identification data, the location of the mobile electronic device within the brick and mortar store. The techniques also include a server selecting, based on the location of the mobile electronic device within the brick and mortar store, a notification which is related to a location within the brick and mortar store and transmitting the notification to the mobile electronic device.
    Type: Application
    Filed: August 30, 2013
    Publication date: March 5, 2015
    Applicant: Wal-Mart Stores, Inc.
    Inventors: Valerie Goulart, Stefan Li
  • Patent number: 8972502
    Abstract: A computer-implemented method of managing a chat experience of a user desiring to chat with a selected one of a plurality of businesses utilizes in various aspects a chat management server running computer processes for communicating with user devices. In another aspect, a computer-implemented method of providing a chat experience to a user having a user device and desiring to chat with a selected one of a plurality of businesses utilizes computer processes running on the user device. Corresponding embodiments similarly provide an apparatus performing any of the foregoing methods. Other corresponding embodiments similarly provide a computer readable medium storing instructions, which when loaded into a computer, perform processes corresponding to any of the foregoing methods.
    Type: Grant
    Filed: October 1, 2013
    Date of Patent: March 3, 2015
    Assignee: Getabl Inc.
    Inventors: Milenko Beslic, Mark Slater
  • Publication number: 20150058253
    Abstract: Provided is a room management method. A room management method according to one aspect includes: receiving, by a central terminal, a service request of a room from a user terminal; analyzing, by the central terminal, the received service request to determine a manager terminal of a manager managing the room from which the service request has been received; and transmitting, by the central terminal, service request information to the determined manager terminal.
    Type: Application
    Filed: July 25, 2014
    Publication date: February 26, 2015
    Inventor: Junghyun CHO
  • Patent number: 8965976
    Abstract: A computer-implemented method of managing a chat experience of a user desiring to chat with a selected one of a plurality of businesses or chat hosts utilizes in various aspects a chat management server running computer processes for communicating with user devices. In another aspect, a computer-implemented method of providing a chat experience to a user having a user device and desiring to chat with a selected one of a plurality of businesses utilizes computer processes running on the user device. Corresponding embodiments similarly provide an apparatus performing any of the foregoing methods. Other corresponding embodiments similarly provide a computer readable medium storing instructions, which when loaded into a computer, perform processes corresponding to any of the foregoing methods.
    Type: Grant
    Filed: March 13, 2013
    Date of Patent: February 24, 2015
    Assignee: Getabl Inc.
    Inventors: Milenko Beslic, Mark Slater, James Young
  • Publication number: 20150026093
    Abstract: A wireless communication device declares one of a plurality of extended instant messaging states and transmits the declared states to a presence information server. Declared extended instant messaging states for destination devices are received, and an enhanced instant message based on declared extended instant messaging states is generated.
    Type: Application
    Filed: October 6, 2014
    Publication date: January 22, 2015
    Inventors: Luis Estable, Risvan Coskun, Robert D. Oliver, Haining Zhang
  • Publication number: 20150026092
    Abstract: A system is provided that provides customer service functions within a store location. In one implementation, an application is provided that executes on a customer's personal device (e.g., a cell phone) or other store systems (e.g., kiosks) that allows the customer to request assistance from store employees. Such requests may be made that identify a customer's location, and a customer assistance system determines appropriate employee(s) who may service the request. In one implementation, the system may be integrated with a task-based employee management system that communicates tasks to devices used by employees.
    Type: Application
    Filed: July 18, 2013
    Publication date: January 22, 2015
    Inventors: Issa M. Abboud, Edwin H. Reed, Robert C. Taylor, Michael Jeffery Galvin
  • Patent number: 8933904
    Abstract: A transaction automation and archival system is provided for controlling, real-time logging, and archiving complex commercial transactions such as the purchase and financing of an automobile. An electronic contract disclosure unit or ECDU includes a digitizing video display for imaging the various documents involved in the transaction and a digitizer for allowing participants to sign, indicate choices, and otherwise interact directly on documents and images presented on the display. A computer controls the progress of the transaction, controlling, for example, the order of presentation of documents to a vehicle purchaser, receiving signatures on the displayed documents, offering choices of various packages to the purchaser, and insuring that the transaction is carried out properly. The transaction is logged for future review which may include a video record.
    Type: Grant
    Filed: August 28, 2013
    Date of Patent: January 13, 2015
    Assignee: Reynolds & Reynolds Holdings, Inc.
    Inventors: William C. Maloney, Mark A. Singleton
  • Patent number: 8918342
    Abstract: There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.
    Type: Grant
    Filed: April 29, 2013
    Date of Patent: December 23, 2014
    Assignee: Convergys Customer Management Delaware LLC
    Inventor: Dale R. Peterson
  • Patent number: 8874474
    Abstract: A communication server 200 acquires a request specifying a desired location for content creation from a requester terminal 310, and provides a notification of the request to an accepter terminal 300 accepting the content creation. The notification history managing unit 206 stores, as notification history, the distance from an accepter terminal to be provided with the notification to the desired recoding location and acceptance information. Upon acquisition of a new request, a request notification terminal selecting unit 203 selects a accepter terminal 300 that is likely to accept the request according to the notification history, and the request notifying unit 204 provides the selected accepter terminal 300 with the notification.
    Type: Grant
    Filed: March 7, 2012
    Date of Patent: October 28, 2014
    Assignee: Panasonic Intellectual Property Corporation of America
    Inventors: Ryohei Wakai, Takahisa Fujita, Yuzo Kawamura
  • Patent number: 8862575
    Abstract: A provider relationship management system (“PRM system”) is disclosed that enables an individual to manage information about and electronically interact with organizations. The PRM system presents an individual with a list of organizations that the individual may have a relationship with. The individual selects one or more organizations from the list to add the selected organizations to a personal provider directory. The individual uses the personal provider directory to manage information associated with each organization. The individual may seek to establish an interactive connection with one or more organizations in the personal provider directory. If a selected organization agrees to establish an interactive connection with the individual, the organization is permitted to communicate with and send electronic documents to the individual. Each document is associated with a document type, and the document type is associated with certain actions that may be taken with respect to the corresponding document.
    Type: Grant
    Filed: April 23, 2010
    Date of Patent: October 14, 2014
    Assignee: Doxo, Inc.
    Inventors: Steve Shivers, Roger Parks, Mark Goris
  • Patent number: 8854330
    Abstract: A system is provided for controlling, real-time logging, and archiving complex commercial transactions such as the purchase and financing of an automobile. An electronic contract disclosure unit or ECDU includes a digitizing display for imaging documents involved in the transaction and a digitizer for manual interaction with images on the display. A computer controls the transaction, and may for instance, control the order of presentation of documents to a vehicle purchaser, receive the purchaser's signature on the displayed documents when required, offer choices of various packages that can be accepted or declined by the purchaser, and insures that the entire transaction is carried out properly. The ECDU logs the transaction for future review and preferably records video and audio. Fingerprint readers allow participants to select between options by pressing their thumb or finger on the readers.
    Type: Grant
    Filed: August 9, 2013
    Date of Patent: October 7, 2014
    Assignee: Reynolds & Reynolds Holdings, Inc.
    Inventors: William C. Maloney, Mark A. Singleton
  • Publication number: 20140297556
    Abstract: There is provided systems and method for merchant anonymous check-in at a merchant location. A user may bring a user device to a merchant location where the user may have previously checked-in at the merchant location and perform an anonymous check-in at the merchant location. Thus, the user device may provide the merchant location with a different or obfuscated identifier so the merchant does not identify the user from the previous check-in. Once the user has checked-in with the merchant, the user may make service requests for the merchant's staff, such as do not approach or service assistance. Additionally, the merchant may inform the user about loyalty account services and automatically enroll the user in a loyalty account. If the user has discounts, gift cards, or other benefits in a digital wallet, the merchant may offer the user other benefits related to the benefits in the wallet to increase sales.
    Type: Application
    Filed: June 10, 2014
    Publication date: October 2, 2014
    Inventor: Michael Joseph Ryan
  • Patent number: 8832086
    Abstract: A system and method for search list pagination include sorting a set of records in an order based on a dynamic element of each of the records, and displaying the set of records in two or more pages on an interface. If the dynamic elements of any of the records changes between the display of the first page of records and the receipt of a request to display a second page of records on the interface, the method updates the ordering of the records to account for the change in the dynamic element of each of the records, and displays the second page sorted in the order. In such a manner, a user of the system or method may view each of the records sorted in the order, based on the instantaneous contents of the records.
    Type: Grant
    Filed: September 12, 2011
    Date of Patent: September 9, 2014
    Assignee: Amazon Technologies, Inc.
    Inventors: Zhiyu Zhang, Alexander H. Wilkins, Xuan Li, Aaron D. Kujat, Weinan Wang
  • Patent number: 8819114
    Abstract: The present invention provides a server apparatus that can communicate with a plurality of client apparatuses via a network, including a receiving unit configured to receive device information relating to a peripheral device capable of being connected to a client apparatus along with an acquisition scheme of the device information from the client apparatus, a storing unit configured to store the device information in association with the acquisition scheme, a judging unit configured to judge whether or not the device information received by the receiving unit has already been stored in the storing unit, and a determining unit configured to determine whether or not the device information is valid based on the acquisition scheme when it is judged by the judging unit that the received device information has already been stored in the storing unit.
    Type: Grant
    Filed: May 27, 2009
    Date of Patent: August 26, 2014
    Assignee: Canon Kabushiki Kaisha
    Inventor: Atsushi Kumagai
  • Patent number: 8805882
    Abstract: Access to customer relationship management (CRM) secured field instances is enabled based on field settings. A requester's identity determines action paths to be executed in order to enable access to fields. A client application's user privileges are inherited to enable access to secured fields. Such access through a granted privilege is provided through an API intermediating inheritance of user's privileges from client application.
    Type: Grant
    Filed: January 20, 2011
    Date of Patent: August 12, 2014
    Assignee: Microsoft Corporation
    Inventors: Elliot Lewis, Andriy Smertin, Noor Mohammed Merchant, Mahesh Hariharan
  • Patent number: 8787555
    Abstract: Obtaining expert advice on-demand includes maintaining a substantially real-time list of available experts in selected fields, in an electronic database. The system receives a request from a customer for expert advice in one or more of the selected fields maintained in the electronic database. The system then electronically identifies one or more available experts to the customer in response to the request received and routes the request for expert advice to at least one of the available experts.
    Type: Grant
    Filed: December 18, 2007
    Date of Patent: July 22, 2014
    Assignee: Telethrive, Inc.
    Inventors: Shlomo Gonen, Jonathan A. Gonen, David Gonen, Darren Berkovitz, Stacy Stubblefield, Micah Grossman, Jordan Michaels
  • Patent number: 8775315
    Abstract: In accordance with embodiments, there are provided mechanisms and methods for integrating a private branch exchange (PBX)-equipped client and an on-demand database service. These mechanisms and methods for integrating a PBX-equipped client and an on-demand database service can enable embodiments with additional infrastructure at the client that is better equipped to leverage the on-demand database service. The ability of embodiments to provide such client side infrastructure can enable additional enhanced services in conjunction with telephone calls, etc.
    Type: Grant
    Filed: August 31, 2007
    Date of Patent: July 8, 2014
    Assignee: salesforce.com, inc.
    Inventors: Marco S. Casalaina, Jim Dvorkin, Jason Winters, Bing Yang, Dararith Ourk, Rupert Chen
  • Publication number: 20140180960
    Abstract: In one aspect, there is provided a method for issuing a ticket to a customer to a queue of a service function. In some embodiment the method includes: providing a queue ticket terminal in a predetermined space associated with said service function; and enabling a customer to be allocated a queue ticket from said terminal. The method further comprising: detecting, in a mobile device associated with said customer, whether said queue ticket terminal is in the vicinity of said mobile device; transmitting a queue ticket request from said mobile device to said queue ticket terminal; and, receiving, in said mobile device and in response to said queue ticket request, a queue position message comprising information relating to the customer's position in said queue.
    Type: Application
    Filed: December 21, 2012
    Publication date: June 26, 2014
    Applicant: Telefonaktiebolaget L M Ericsson (publ)
    Inventors: Mats SAGFORS, Jari ARKKO, Fredrik GARNEIJ, Jan MELEN
  • Patent number: 8762281
    Abstract: In accordance with embodiments, there are provided mechanisms and methods for integrating a private branch exchange (PBX)-equipped client and an on-demand database service. These mechanisms and methods for integrating a PBX-equipped client and an on-demand database service can enable embodiments with additional infrastructure at the client that is better equipped to leverage the on-demand database service. The ability of embodiments to provide such client side infrastructure can enable additional enhanced services in conjunction with telephone calls, etc.
    Type: Grant
    Filed: March 19, 2012
    Date of Patent: June 24, 2014
    Assignee: salesforce.com, inc.
    Inventors: Marco S. Casalaina, Jim Dvorkin, Jason Winters, Bing Yang, Dararith Ourk, Rupert Chen
  • Patent number: 8751402
    Abstract: In accordance with embodiments, there are provided mechanisms and methods for integrating a private branch exchange (PBX)-equipped client and an on-demand database service. These mechanisms and methods for integrating a PBX-equipped client and an on-demand database service can enable embodiments with additional infrastructure at the client that is better equipped to leverage the on-demand database service. The ability of embodiments to provide such client side infrastructure can enable additional enhanced services in conjunction with telephone calls, etc.
    Type: Grant
    Filed: November 8, 2011
    Date of Patent: June 10, 2014
    Assignee: salesforce.com, inc.
    Inventors: Marco S. Casalaina, Jim Dvorkin, Jason Winters, Bing Yang, Dararith Ourk, Rupert Chen
  • Patent number: 8746560
    Abstract: A system and method are provided for indicating an existence of a link to information pertaining to an article of commerce. The present disclosure provides for downloading a look-up table from a server database to a mobile device via a communication network. The look-up table is configured to store a plurality of UPC numbers associated with a plurality of articles of commerce and a plurality of information link indicators. Each information link indicator is associated with a respective UPC number and article of commerce and indicates the existence of a link via the communication network to information pertaining to the respective article of commerce. The mobile device allows a consumer to immediately determine if product information is available for a particular article of commerce, via a visual or audible indication on the mobile device, without access to the communication network.
    Type: Grant
    Filed: June 20, 2013
    Date of Patent: June 10, 2014
    Assignee: Reagan Invention, LLC
    Inventor: Leigh M. Rothschild