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公开(公告)号：US20160246885A1
公开(公告)日：2016-08-25
申请号：US14629481
申请日：2015-02-23
Inventor： Bharath Aravamudhan , Conor McGann , Nitin Krishnanand , Bohdan Klepar , Andrey Ryabchun , Gordon Bell , Frank Gutierrez , Josef Eric Eisner , Nikolay Korolev , Herbert Willi Artur Ristock , Stanislav Lypchanskyy
IPC: G06F17/30
CPC classification number: G06F17/30867
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.
Abstract translation: 主动提供知识的系统和方法。 处理器被配置为收集用户利用由具有客户联络中心的企业提供的资源进行交互的信息。 处理器根据所收集的信息预期对用户的需求，并根据预期的需要生成查询。 在用户明确地请求与特定主题相关的知识之前，处理器基于生成的查询主动地识别并向用户建议知识。 处理器根据反馈信息接收与建议的知识和输出有关的反馈，建议知识的相关性得分。
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公开(公告)号：US11172063B2
公开(公告)日：2021-11-09
申请号：US15986787
申请日：2018-05-22
Inventor： Conor McGann , Ioana Grigoropol , Mariya Orshansky , Ankit Pat
Abstract: A system and method for engaging in an automated dialog with a user. A processor retrieves a preset dialog flow that includes various blocks directing the dialog with the user. The processor provides a prompt to the user based on a current block of the dialog flow, receives an action from the user in response to the prompt, and retrieves a classification/decision tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow. Each of the nodes represents a user intent. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is further identified based on the selected node, and a response is output in response to the identified target block.
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公开(公告)号：US10419614B2
公开(公告)日：2019-09-17
申请号：US15865167
申请日：2018-01-08
Inventor： Hardik Modi , Nikolay Korolev , Herbert Willi Artur Ristock , Conor McGann , Jeffery Karas , Graeme Provan
Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
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14.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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15.发明申请公开(公告)号：US20160189558A1
公开(公告)日：2016-06-30
申请号：US14588331
申请日：2014-12-31
Inventor： Conor McGann , Herbert Willi Artur Ristock , Yochai Konig , Joe Eisner , Vyacheslav Zhakov
IPC: G09B9/00
CPC classification number: G09B5/06 , G06Q30/016
Abstract: A system and method for simulating an interaction between a customer and an agent of a customer contact center. A processor receives input conditions for simulating the interaction and generates a model of the customer based on the input conditions. The processor receives a first action from an agent device associated with the agent and updates a state of the simulation model based on the first action. The processor identifies a second action of the simulation model in response to the updated state, executes the second action, determines an outcome of the simulation, and provides the outcome to the agent device. In response to the outcome, the agent is prompted to take an action different from the second action.
Abstract translation: 一种用于模拟客户和客户联络中心的代理之间的交互的系统和方法。 处理器接收用于模拟交互的输入条件，并基于输入条件生成客户的模型。 处理器从与代理相关联的代理设备接收第一动作，并且基于第一动作来更新仿真模型的状态。 处理器响应于更新的状态识别仿真模型的第二动作，执行第二动作，确定模拟的结果，并将结果提供给代理设备。 响应结果，代理被提示采取与第二动作不同的动作。
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Patent Agency Ranking
16.发明授权公开(公告)号：US11245793B2
公开(公告)日：2022-02-08
申请号：US17098708
申请日：2020-11-16
Inventor： Conor McGann , Canice Lambe , Felix Immanuel Wyss , Wenjin Gu , Simon Doyle , Michael Orr , Patrick Breslin
Abstract: A computer-implemented method for managing a dialog between a contact center system and a user thereof, comprising the steps of: hosting a dialog over a communication channel between an automated dialog engine of said contact center and said user thereof, said dialog comprising messages sent between said automated dialog engine and said user in both directions; said automated dialog engine receiving input messages from said user, and determining response messages in response to said inputs; detecting from said messages of said dialog a trigger event matching a rule; in response to detection of said trigger event: providing said agent station with a summary of said dialog; and providing control of said automated dialog engine to said agent station.
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17.发明授权公开(公告)号：US11134152B2
公开(公告)日：2021-09-28
申请号：US17098621
申请日：2020-11-16
Inventor： Conor McGann , Canice Lambe , Felix Immanuel Wyss , Wenjin Gu , Simon Doyle , Michael Orr , Patrick Breslin
Abstract: A root behavior tree is stored with a flow control node and a plurality of child nodes. The flow control node may determine a sequence of execution of child nodes. A first-level behavior tree is stored and executed to accomplish a task with associated intent. The first-level tree comprises a child node of the root tree and nodes defining actions. A dialog between contact center and user is hosted over a communication channel and a processor receives inputs from the dialog and executes the root tree and the first-level tree as a child node of the root tree in response. Upon detecting a match between an input and a data pattern, the execution sequence within the root tree or a further tree is altered. Responsive to the altered sequence, an output is provided to cause an action.
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公开(公告)号：US20200267260A1
公开(公告)日：2020-08-20
申请号：US16819072
申请日：2020-03-14
Inventor： Conor McGann , Ioana Grigoropol , Mariya Orshansky , Ankit Pat
Abstract: A method for engaging in an automated dialog with a user that includes: retrieving a preset dialog flow that includes various blocks directing the dialog with the user; providing a prompt to the user based on a current block of the dialog flow; receiving an action from the user in response to the prompt; and retrieving a classification tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow representing user intents. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is identified based on the selected node, and a response is output in response to the identified target block.
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公开(公告)号：US20180338041A1
公开(公告)日：2018-11-22
申请号：US15986766
申请日：2018-05-22
Inventor： Conor McGann , Ioana Grigoropol , Masha Orshansky , Ankit Pat
CPC classification number: H04M3/4936 , G06F17/18 , H04M3/4935 , H04M2203/355 , H04M2203/556
Abstract: A system and method for engaging in an automated dialog with a user. A processor retrieves a preset dialog flow that includes various blocks directing the dialog with the user. The processor provides a prompt to the user based on a current block of the dialog flow, receives an action from the user in response to the prompt, and retrieves a classification/decision tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow. Each of the nodes represents a user intent. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is further identified based on the selected node, and a response is output in response to the identified target block.
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公开(公告)号：US20180131809A1
公开(公告)日：2018-05-10
申请号：US15865167
申请日：2018-01-08
Inventor： Hardik Modi , Nikolay Korolev , Herbert Willi Artur Ristock , Conor McGann , Jeffery Karas , Graeme Provan
CPC classification number: H04M3/5232 , H04M3/5175 , H04M2203/408
Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
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