公开(公告)号：US20240267464A1

公开(公告)日：2024-08-08

申请号：US18105075

申请日：2023-02-02

Applicant: KORE.AI, INC.

Inventor： Rajkumar KONERU ,  Prasanna Kumar Arikala Gunalan ,  Rajavardhan Nalluri ,  Girish Ahankari ,  Thirupathi Bandam ,  Venkata Praveen Kumar Suvanam

IPC: H04M3/51 ,  G06F40/40

CPC classification number: H04M3/5175 ,  G06F40/40 ,  H04M2203/402

Abstract: A contact center server manages conversation data for a plurality of conversations between agent devices and customer devices and provides to the agent devices, one or more automated response recommendations to one or more customer messages by executing one or more dialog flows. The contact center server, using a classification model, determines for each of the one or more customer messages when there are one or more changes between the corresponding one or more automated response recommendations and corresponding one or more agent responses. Further, the contact center server associates one or more tags to the one or more agent responses when the one or more changes are determined. Subsequently, the contact center server identifies one or more patterns in the one or more tags associated to the one or more agent responses and provides one or more flow modification recommendations to the one or more dialog flows to one or more enterprise user devices based on the identified one or more patterns.

公开(公告)号：US11917106B2

公开(公告)日：2024-02-27

申请号：US17773991

申请日：2020-10-09

Applicant: ZTE Corporation

Inventor： Huasheng Liang

IPC: H04M3/00 ,  H04M3/523 ,  G06F3/16 ,  H04M3/51

CPC classification number: H04M3/5238 ,  G06F3/165 ,  G06F3/167 ,  H04M3/5175 ,  H04M2203/402

Abstract: A hard phone, a method for implementing a traffic operation, a call center system, and a non-transitory computer-readable storage medium. The hard phone may include: a processing module (11), an input module (12), a sending module (13), a display device (14), and a receiving module (15). The display device (14) displays different types of traffic operation instructions such that a user carries out selection. The input module (12) receives the traffic operation instruction inputted by the user and an identity identification of a target attendant, and transmit to the processing module (11). The processing module (11) processes the traffic operation instruction and the identity identification according to a preset protocol, and then transmit same to the sending module (13), and send to a server via the sending module (13). The receiving module (15) receives and transmit the execution result to the processing module (11).

公开(公告)号：US20230421694A1

公开(公告)日：2023-12-28

申请号：US18464890

申请日：2023-09-11

Applicant: Open Text Holdings, Inc.

Inventor： Donald Russ Miller

IPC: H04M3/51 ,  G06Q10/0639 ,  G10L15/193 ,  G10L15/16 ,  G10L15/26

CPC classification number: H04M3/5166 ,  H04M3/5191 ,  G06Q10/06395 ,  G06Q10/06398 ,  G10L15/193 ,  G10L15/16 ,  G10L15/26 ,  H04M2203/402 ,  H04M2203/301 ,  H04M2203/401

Abstract: A data processing system for artificial intelligence-based setting of controls in an evaluation interface comprising a data store storing: a plurality of transactions; a plurality of completed evaluations, each completed evaluation including an indication of a transcript portion associated with an evaluation answer. The system determines a word or phrase common to a first set of transcript portions associated with the evaluation answer; creates a first set of auto answer parameters that includes the word or phrase; auto answers the question for a set of test transactions to generate an auto answer for each test transaction; and based on a determination that the first set of auto answer parameters auto answered the question with a threshold level of accuracy, configures an evaluation system to use the first set of auto answer parameters to preset an answer control in an evaluation operator interface.

公开(公告)号：US11743384B2

公开(公告)日：2023-08-29

申请号：US18059739

申请日：2022-11-29

Applicant: NICE LTD.

Inventor： Gordon Scott Edwards ,  Jon A. Arrowood ,  Mark Finlay

IPC: H04M3/51 ,  G06N5/02 ,  G10L15/08 ,  G10L25/63 ,  G06N5/025

CPC classification number: H04M3/5175 ,  G06N5/025 ,  G10L15/08 ,  G10L25/63 ,  G10L2015/088 ,  H04M2201/42 ,  H04M2203/402

Abstract: A method of assisting an agent in real-time 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.

公开(公告)号：US20230245033A1

公开(公告)日：2023-08-03

申请号：US17589944

申请日：2022-02-01

Applicant: NICE LTD.

Inventor： Mahesh BAIRAGI ,  Santosh AWASARE

IPC: G06Q10/06 ,  G06Q10/10 ,  H04M3/51

CPC classification number: G06Q10/06398 ,  G06Q10/06395 ,  G06Q10/105 ,  H04M3/5175 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/402

Abstract: A computerized-method for measuring an Agent-Engagement-Index (AEI) and associating actions to improve thereof, is provided herein. The computerized-method may operate an AEI module for an assessment of agents. The AEI module includes: (i) retrieving data from applications to derive agent's related-data and exporting the agent's related-data into data-files; (ii) operating a data-ingest module to store the agent's related-data from the data-files; (iii) operating a transform module to transform the agent's related-data by creating relational-entities and calculating metrics; (iv) operating an analytic-engine to process the relational-entities and the calculated metrics for calculating indicators and an AEI based thereon; (v) determining actions to improve the AEI based on the calculated AEI and the indicators; (vi) storing the determined actions in the data-store of agents to improve the AEI and the indicators; and (vii) upon user's request displaying the indicators and the AEI for each agent and the determined actions for each agent.

公开(公告)号：US20230230014A1

公开(公告)日：2023-07-20

申请号：US17576952

申请日：2022-01-16

Applicant: NICE LTD.

Inventor： Kunal Khanvilkar ,  Rahul Vyas ,  Salil Dhawan ,  Sourav Chauhan

IPC: G06Q10/06 ,  H04M3/51 ,  H04M3/523

CPC classification number: G06Q10/06398 ,  G06Q10/06395 ,  H04M3/5175 ,  H04M3/5237 ,  H04M2203/402 ,  H04M2203/403

Abstract: A computerized-method for determining an agent-proficiency when addressing concurrent customer sessions via one or more channel types and utilization thereof is provided herein. The computerized-method includes operating a Concurrent-Sessions-Handling-Agent-Proficiency (CSHAP) module. The CSHAP-module includes: (a) operating an interactions-module to retrieve one or more interactions and metadata thereof of the agent; (b) for each interaction, determining if the interaction has been handled with concurrent interactions; (c) for each determined interaction as handled with concurrent interactions, checking in the metadata if the interaction has one or more defocused-events; (d) calculating a CSHAP-score for the agent based on one or more attributes from the metadata of the interaction to provide an indication as to an ability of the agent to address concurrent customer sessions; (e) storing the calculated CSHAP-score in a data-store; and (f) sending the CSHAP-score to one or more applications, to take one or more follow-up actions based on the CSHAP-score.

公开(公告)号：US11700332B1

公开(公告)日：2023-07-11

申请号：US17543232

申请日：2021-12-06

Applicant: 8×8, Inc.

Inventor： Arunim Samat ,  Vijai Gandikota ,  Manu Mukerji ,  Zhishen Liu

IPC: H04M3/42 ,  H04M3/523 ,  H04M3/51 ,  H04L51/046

CPC classification number: H04M3/5233 ,  H04L51/046 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5237 ,  H04M2201/42 ,  H04M2203/402

Abstract: Apparatuses and methods concerning providing a data-communications contact center virtual agent are disclosed. As an example, user-data-communications between client and participant stations are facilitated as follows, which may be implemented using a data communications server and associated communications circuitry. Service request data is received from users at a participant stations, and context information is identified for user-data-communications between a client station and the participant stations based on the service request data at least one communications-specific characteristic associated with the user-data-communications. The identified context information is aggregated for the client station and used for choosing a data routing option routing data with each user at the participant stations, based on the service request data and the aggregated context information.

公开(公告)号：US20230179712A1

公开(公告)日：2023-06-08

申请号：US17544969

申请日：2021-12-08

Applicant: NICE LTD.

Inventor： Ofir Mecayten ,  Yaron Cohen ,  Yossi Neeman

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5233 ,  H04M3/5237 ,  H04M3/5175 ,  G06Q10/06393 ,  G06Q10/06395 ,  H04M2203/402

Abstract: A computerized-method for a personalized screen recording in a contact center is provided herein. The computerized-method includes, before each interaction between an agent and a customer, operating a predictive screen recording module to yield an Agent Recording Percentage (ARP) value; and based on the ARP value, operating a recording of screen events module for recording one or more voice or digital interactions, on one or more screens associated to a computing device of the agent.

公开(公告)号：US20230162834A1

公开(公告)日：2023-05-25

申请号：US17892028

申请日：2022-08-19

Applicant: Calabrio, Inc.

Inventor： Boris Chaplin ,  Kyle Smaagard ,  Chris Vanciu ,  Dylan Morgan ,  Paul Gordon ,  Thomas J. Goodmanson ,  Matt Matsui

IPC: G16H20/70 ,  A61B5/16 ,  H04M3/51

CPC classification number: G16H20/70 ,  A61B5/165 ,  H04M3/5175 ,  H04M2203/402

Abstract: Computer-implemented methods disclosed herein can intelligently determining a stress level of an agent at a contact center. Such computer-implemented methods can include identifying one or more escalation factors that are indicative of an escalation of stress. The computer-implemented method can include aggregating the one or more escalation factors that have been identified into a total stress level. The computer-implemented method can include presenting one or more stress reduction suggestions for reducing the total stress level.

公开(公告)号：US10027811B1

公开(公告)日：2018-07-17

申请号：US15193673

申请日：2016-06-27

Applicant: Afiniti International Holdings, Ltd.

Inventor： Ittai Kan ,  Zia Chishti ,  Akbar A. Merchant

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5232 ,  H04M2203/402

Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.