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公开(公告)号：US20180176374A1
公开(公告)日：2018-06-21
申请号：US15383831
申请日：2016-12-19
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwa , Pasquale DeMaio , Joseph Daniel Sullivan , Jon Russell Jay
CPC classification number: H04M3/51 , G06F21/45 , G06Q10/0631 , H04L9/0861 , H04L61/605 , H04M3/2218 , H04M3/42153 , H04M3/5183 , H04M3/523 , H04M2203/402 , H04M2203/408 , H04M2203/558
Abstract: Technologies are disclosed for providing an onboarding service within a service provider network for on-demand creation of a contact center. Information associated with an account of a user at the service provider network is utilized to begin creating the contact center. Based upon input from the user, a directory of authorized users and storage for the contact center are created using services available within the service provider network. Encryption keys are created for encrypting customer call recordings and customer phone numbers in the storage. An initial user for handling calls is specified and a call queue is created. A routing profile is created to route calls from the call queue to the initial user. Available phone numbers are provided to the user for the selection of a phone number for accessing the contact center. One this data has been specified, the contact center can be activated for use.
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公开(公告)号：US20170245196A1
公开(公告)日：2017-08-24
申请号：US15593283
申请日：2017-05-11
Applicant: Amazon Technologies, Inc.
Inventor： Zachary Lee Yeager , Ajit Kumar , Jon Russell Jay , Joseph Daniel Sullivan
CPC classification number: H04W40/12 , H04M3/2227 , H04M3/2236 , H04M3/5175 , H04M15/8044 , H04W40/20
Abstract: Disclosed are various embodiments for a call routing application. Routes are evaluated according to selection scores of call routes. The selection scores are calculated based on weighted call quality data corresponding to past calls on the call routes. A call route is selected according to an evaluation including call costs or other criteria. A call is then routed via the selected call route to the call endpoint.
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公开(公告)号：US12073340B1
公开(公告)日：2024-08-27
申请号：US17216473
申请日：2021-03-29
Applicant: Amazon Technologies, Inc.
Inventor： Yiwei Li , Wei Niu , Tak Chung Lung , Yung-Chun Lin , Thomas Boyd Johnston , Manjeshwar Donthi , Richard Julian Rodriguez , Jon Russell Jay , Pasquale DeMaio , Phillip H Keung
IPC: G06Q10/04 , G06N20/00 , G06Q10/0631
CPC classification number: G06Q10/04 , G06N20/00 , G06Q10/06311 , G06Q10/06315
Abstract: Methods, systems, and computer-readable media for accurate usage forecasting for virtual contact centers are disclosed. A contact center management system configures a contact center instance associated with a client. The contact center instance comprises a plurality of queues configured to store contacts. At least a portion of the contacts are routed to a plurality of agents. The contact center management system determines, using one or more machine learning models associated with the contact center instance, a plurality of predictions for a plurality of metrics for the contact center instance for a plurality of time horizons. At least a portion of the predictions are generated for individual queues of the contact center instance.
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公开(公告)号：US10178600B2
公开(公告)日：2019-01-08
申请号：US15593283
申请日：2017-05-11
Applicant: Amazon Technologies, Inc.
Inventor： Zachary Lee Yeager , Ajit Kumar , Jon Russell Jay , Joseph Daniel Sullivan
Abstract: Disclosed are various embodiments for a call routing application. Routes are evaluated according to selection scores of call routes. The selection scores are calculated based on weighted call quality data corresponding to past calls on the call routes. A call route is selected according to an evaluation including call costs or other criteria. A call is then routed via the selected call route to the call endpoint.
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公开(公告)号：US10003691B1
公开(公告)日：2018-06-19
申请号：US15383831
申请日：2016-12-19
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwa , Pasquale DeMaio , Joseph Daniel Sullivan , Jon Russell Jay
Abstract: Technologies are disclosed for providing an onboarding service within a service provider network for on-demand creation of a contact center. Information associated with an account of a user at the service provider network is utilized to begin creating the contact center. Based upon input from the user, a directory of authorized users and storage for the contact center are created using services available within the service provider network. Encryption keys are created for encrypting customer call recordings and customer phone numbers in the storage. An initial user for handling calls is specified and a call queue is created. A routing profile is created to route calls from the call queue to the initial user. Available phone numbers are provided to the user for the selection of a phone number for accessing the contact center. One this data has been specified, the contact center can be activated for use.
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Patent Agency Ranking
公开(公告)号：US10547747B1
公开(公告)日：2020-01-28
申请号：US16398080
申请日：2019-04-29
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwal , Joseph Daniel Sullivan , Pasquale DeMaio , Jon Russell Jay , Jaswinder Singh Randhawa , Nihal Chand Jain
Abstract: A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.
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公开(公告)号：US09384270B1
公开(公告)日：2016-07-05
申请号：US13916546
申请日：2013-06-12
Applicant: Amazon Technologies, Inc.
Inventor： Jon Russell Jay , Donald L Kaufman , Joseph Daniel Sullivan , Brock Aaron Judkins
CPC classification number: G06F17/30705 , G06F17/30286 , G06Q20/3224 , G06Q20/40
Abstract: This disclosure describes a system for associating user accounts with source identifiers included in communication requests received from users of those user accounts and using that information to later identify potential user accounts. For example, when a user contacts a support network, such as a call center, the source identifier (e.g., telephone number) may be identified. Once the user initiating the communication request is verified and the corresponding user account identified, the source identifier may be associated with the identified user account. By establishing and storing a relationship between the source identifier and the verified user account, if the user later again initiates a communication request that includes the same source identifier, that user's user account may be quickly identified to the agent, thereby simplifying verification.
Abstract translation: 本公开描述了一种用于将用户帐户与从这些用户帐户的用户接收的通信请求中包括的源标识符相关联并且使用该信息以后识别潜在用户帐户的系统。 例如，当用户联系诸如呼叫中心的支持网络时，可以识别源标识符（例如，电话号码）。 一旦验证了用户发起通信请求并识别了相应的用户帐户，则源标识符可以与所识别的用户帐户相关联。 通过建立和存储源标识符和验证的用户帐户之间的关系，如果用户稍后再次发起包括相同源标识符的通信请求，则可以将该用户的用户帐户快速识别给代理，从而简化验证。
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公开(公告)号：US09288309B1
公开(公告)日：2016-03-15
申请号：US14036798
申请日：2013-09-25
Applicant: Amazon Technologies, Inc.
Inventor： Zachary Lee Yeager , Ajit Kumar , Jon Russell Jay , Joseph Daniel Sullivan
CPC classification number: H04W40/12 , H04M3/2227 , H04M3/2236 , H04M3/5175 , H04M15/8044 , H04W40/20
Abstract: Disclosed are various embodiments for a call routing application. Routes are evaluated according to aggregated call quality data with respect to a call endpoint. A route is selected according to the evaluation, call costs, or other criteria. A call is then routed via the route to the call endpoint.
Abstract translation: 公开了用于呼叫路由应用的各种实施例。 根据呼叫端点的聚合呼叫质量数据来评估路由。 根据评估，通话费用或其他标准选择路由。 然后通过路由将呼叫路由到呼叫端点。
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公开(公告)号：US10277743B1
公开(公告)日：2019-04-30
申请号：US15465447
申请日：2017-03-21
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwal , Joseph Daniel Sullivan , Pasquale DeMaio , Jon Russell Jay , Jaswinder Singh Randhawa , Nihal Chand Jain
Abstract: A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.
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公开(公告)号：US09674765B2
公开(公告)日：2017-06-06
申请号：US15043046
申请日：2016-02-12
Applicant: Amazon Technologies, Inc.
Inventor： Zachary Lee Yeager , Ajit Kumar , Jon Russell Jay , Joseph Daniel Sullivan
CPC classification number: H04W40/12 , H04M3/2227 , H04M3/2236 , H04M3/5175 , H04M15/8044 , H04W40/20
Abstract: Disclosed are various embodiments for a call routing application. Routes are evaluated according to aggregated call quality data with respect to a call endpoint. A route is selected according to the evaluation, call costs, or other criteria. A call is then routed via the route to the call endpoint.
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