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公开(公告)号：US10965810B1
公开(公告)日：2021-03-30
申请号：US16460905
申请日：2019-07-02
发明人： Anthony Scott Farnsworth , Zakery Layne Johnson , Joshua S. Kerr , Eric Smith , Charles Lee Oakes, III , Thomas Bret Buckingham , Maland Keith Mortensen , John Raymond Harris , Joshua Samuel Leonard , Vijay Jayapalan , Minya Liang , Justin Dax Haslam , Robert Barner , Ross Andrew Thiele
摘要： Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the exchange.
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公开(公告)号：US10033861B1
公开(公告)日：2018-07-24
申请号：US15684813
申请日：2017-08-23
发明人： Anthony Scott Farnsworth , Zakery Layne Johnson , Joshua S. Kerr , Eric Smith , Charles Lee Oakes, III , Thomas Bret Buckingham , Maland Keith Mortensen , John Raymond Harris , Joshua Samuel Leonard , Vijay Jayapalan , Minya Liang , Justin Dax Haslam , Robert Barner , Ross Andrew Thiele
摘要： Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the exchange.
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公开(公告)号：US20160165045A1
公开(公告)日：2016-06-09
申请号：US14856033
申请日：2015-09-16
发明人： Vijay Jayapalan , Greg Yarbrough , Eric Smith
IPC分类号： H04M3/42 , G10L13/033 , G10L13/04 , H04M3/51
CPC分类号： H04M3/5166 , G10L13/0335 , G10L13/043 , G10L2021/0135 , H04M3/42221 , H04M3/4936 , H04M3/5183 , H04M2201/39 , H04M2203/255 , H04M2203/306
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.
摘要翻译： 方法，系统和装置，包括在计算机存储介质上编码的计算机程序，用于在呼叫期间接收来自代理的输入，其中输入引导一个或多个处理器将代理人的语音中的记录语句注入呼叫 ，并且代理人语音中记录的语句存储在计算机可读文件中。 基于与输入相关联的数据并且响应于接收输入来获取代理人的语音中的记录语句。 并将代理人语音中的记录语句插入到该通话的媒体流中。
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公开(公告)号：US09172805B1
公开(公告)日：2015-10-27
申请号：US14558893
申请日：2014-12-03
发明人： Vijay Jayapalan , Greg Yarbrough , Eric Smith
CPC分类号： H04M3/5166 , G10L13/0335 , G10L13/043 , G10L2021/0135 , H04M3/42221 , H04M3/4936 , H04M3/5183 , H04M2201/39 , H04M2203/255 , H04M2203/306
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.
摘要翻译： 方法，系统和装置，包括在计算机存储介质上编码的计算机程序，用于在呼叫期间接收来自代理的输入，其中输入引导一个或多个处理器将代理人的语音中的记录语句注入呼叫 ，并且代理人语音中记录的语句存储在计算机可读文件中。 基于与输入相关联的数据并且响应于接收输入来获取代理人的语音中的记录语句。 并将代理人语音中的记录语句插入到该通话的媒体流中。
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公开(公告)号：US10334099B2
公开(公告)日：2019-06-25
申请号：US14526749
申请日：2014-10-29
发明人： Vijay Jayapalan , Greg Yarbrough , Eric Smith
IPC分类号： H04M3/22 , H04M3/51 , G06Q30/02 , H04L29/06 , H04N21/439
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results.
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公开(公告)号：US09749463B1
公开(公告)日：2017-08-29
申请号：US15299064
申请日：2016-10-20
发明人： Anthony Scott Farnsworth , Zakery Layne Johnson , Joshua S. Kerr , Eric Smith , Charles Lee Oakes, III , Thomas Bret Buckingham , Maland Keith Mortensen , John Raymond Harris , Joshua Samuel Leonard , Vijay Jayapalan , Minya Liang , Justin Dax Haslam , Robert Barner , Ross Andrew Thiele
CPC分类号： H04M3/42068 , G06F21/30 , G06F21/41 , G06F21/42 , G06F21/43 , H04L63/08 , H04L63/0853 , H04L63/18 , H04L2463/082 , H04M3/00 , H04M3/4365 , H04W4/16 , H04W76/00
摘要： Methods and systems for multiple channel authentication are described. In one embodiment, a request for a combined voice and data call is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the combined voice and data call may be routed to a representative based on the contextual information to continue the exchange.
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公开(公告)号：US10931827B1
公开(公告)日：2021-02-23
申请号：US16824311
申请日：2020-03-19
发明人： Vijay Jayapalan , Gregory Yarbrough , Eric Smith
摘要： A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the analyzed collected data such that the nature of the customer call matches with corresponding one or more favorable attributes of the call center.
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公开(公告)号：US10264118B2
公开(公告)日：2019-04-16
申请号：US15842262
申请日：2017-12-14
发明人： Greg Yarbrough , Eric Smith , Vijay Jayapalan
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.
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公开(公告)号：US20180109672A1
公开(公告)日：2018-04-19
申请号：US15842262
申请日：2017-12-14
发明人： Greg Yarbrough , Eric Smith , Vijay Jayapalan
CPC分类号： H04M3/2236 , G06Q10/00 , G06Q30/02 , H04L43/0829 , H04M3/2227 , H04M3/5133 , H04M3/5183 , H04M2201/42 , H04M2203/40
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.
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公开(公告)号：US09860369B2
公开(公告)日：2018-01-02
申请号：US15381448
申请日：2016-12-16
发明人： Greg Yarbrough , Eric Smith , Vijay Jayapalan
CPC分类号： H04M3/2236 , G06Q10/00 , G06Q30/02 , H04L43/0829 , H04M3/2227 , H04M3/5133 , H04M3/5183 , H04M2201/42 , H04M2203/40
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.
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