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1.发明申请SYSTEM AND METHOD FOR MAKING ENGAGEMENT OFFERS BASED ON OBSERVED NAVIGATION PATH 审中-公开基于观察导航路径制作联动提供的系统和方法公开(公告)号：US20160247165A1
公开(公告)日：2016-08-25
申请号：US14629474
申请日：2015-02-23
Inventor： Andriy V. Ryabchun , Nikolay I. Korolev , Herbert Willi Artur Ristock , Bharath Aravamudhan , Conor McGann , Anand Pai Krishnanand Nitin , Bohdan Klepar , Gordon Bell , Francisco Gutierrez , Josef Eric Eisner , Stanislav Lypchanskyy
CPC classification number: G06Q30/016 , G06Q30/0201
Abstract: A system and method for making engagement offers. A processor monitors a navigation path of a user navigating a website. The processor makes an offer for engagement with the user on a first web page reached by the user upon following the navigation path. The processor monitors a reaction of the user to the offer for engagement, and updates tag data associated with a second web page encountered by the user while traversing the navigation path. The tag data is updated based on the reaction of the user to the offer for engagement.
Abstract translation: 一种用于制作订婚提供的系统和方法。 处理器监视浏览网站的用户的导航路径。 处理器在跟随导航路径时在用户所达到的第一网页上提供与用户的接合。 处理器监视用户对于参与的提议的反应，并且在遍历导航路径的同时更新与用户遇到的第二网页相关联的标签数据。 标签数据根据用户对参与报价的反应进行更新。
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公开(公告)号：US09723151B2
公开(公告)日：2017-08-01
申请号：US14887310
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5232 , G06N5/04 , G06N99/00 , G06Q10/063112 , H04L29/08 , H04L67/02 , H04L67/18 , H04L67/20 , H04L67/22 , H04L67/306 , H04M3/5233 , H04M3/5238 , H04M2203/40 , H04M2203/401
Abstract: A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.
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公开(公告)号：US10127321B2
公开(公告)日：2018-11-13
申请号：US14629481
申请日：2015-02-23
Inventor： Bharath Aravamudhan , Conor McGann , Anand Pai Krishnanand Nitin , Bohdan Klepar , Andriy V. Ryabchun , Gordon Bell , Francisco Gutierrez , Josef Eric Eisner , Nikolay I. Korolev , Herbert Willi Artur Ristock , Stanislav Lypachanskyy
IPC: G06F17/30
Abstract: A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.
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公开(公告)号：US20170111509A1
公开(公告)日：2017-04-20
申请号：US14887297
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
IPC: H04M3/523
CPC classification number: H04M3/5233 , H04M3/5232 , H04M3/5238 , H04M2203/40 , H04M2203/401 , H04M2203/655
Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
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公开(公告)号：US09716792B2
公开(公告)日：2017-07-25
申请号：US14887276
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5191 , H04M3/5233 , H04M3/5235
Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
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Patent Agency Ranking
公开(公告)号：US20170111505A1
公开(公告)日：2017-04-20
申请号：US14887276
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5191 , H04M3/5233 , H04M3/5235
Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
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公开(公告)号：US20170111503A1
公开(公告)日：2017-04-20
申请号：US14887318
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5233 , H04M3/5235 , H04M2203/2038 , H04M2203/405
Abstract: A system and method for routing interactions to contact center agents. The system is adapted to identify an interaction to be routed, and identify a first group of agents based on one or more constraints for generating one or more candidate agents. The system is adapted to gather preference of each of the candidate agents, gather context of the interaction, and identify, from the one or more candidate agents, a second group of agents based on the gathered preference and context. The system is further adapted to invite each agent in the second group to make a bid for the interaction. The system is also adapted to receive a bid from a particular agent in the second group, and transmit a signal for routing the interaction to the particular agent in response to the received bid.
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公开(公告)号：US10373171B2
公开(公告)日：2019-08-06
申请号：US14629474
申请日：2015-02-23
Inventor： Andriy V. Ryabchun , Nikolay I. Korolev , Herbert Willi Artur Ristock , Bharath Aravamudhan , Conor McGann , Anand Pai Krishnanand Nitin , Bohdan Klepar , Gordon Bell , Francisco Gutierrez , Josef Eric Eisner , Stanislav Lypchanskyy
Abstract: A system and method for making engagement offers. A processor monitors a navigation path of a user navigating a website. The processor makes an offer for engagement with the user on a first web page reached by the user upon following the navigation path. The processor monitors a reaction of the user to the offer for engagement, and updates tag data associated with a second web page encountered by the user while traversing the navigation path. The tag data is updated based on the reaction of the user to the offer for engagement.
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公开(公告)号：US09635181B1
公开(公告)日：2017-04-25
申请号：US14887297
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5233 , H04M3/5232 , H04M3/5238 , H04M2203/40 , H04M2203/401 , H04M2203/655
Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
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公开(公告)号：US20170111507A1
公开(公告)日：2017-04-20
申请号：US14887310
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5232 , G06N5/04 , G06N99/00 , G06Q10/063112 , H04L29/08 , H04L67/02 , H04L67/18 , H04L67/20 , H04L67/22 , H04L67/306 , H04M3/5233 , H04M3/5238 , H04M2203/40 , H04M2203/401
Abstract: A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.
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