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11.发明授权公开(公告)号：US10121116B2
公开(公告)日：2018-11-06
申请号：US14451322
申请日：2014-08-04
Inventor： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
Abstract: An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.
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公开(公告)号：US10038787B2
公开(公告)日：2018-07-31
申请号：US15149031
申请日：2016-05-06
Inventor： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
CPC classification number: H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.
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公开(公告)号：US20150347951A1
公开(公告)日：2015-12-03
申请号：US14451310
申请日：2014-08-04
Inventor： Eric Tamblyn , Simon Wright , Yochai Konig , Christopher Connolly , Chad David Hendren , Arnaud Lejeune
IPC: G06Q10/06
CPC classification number: G06Q10/06393 , G06Q10/0639 , G06Q30/0201 , G06Q30/0601 , G06Q30/0613 , G06Q30/0631 , H04M3/5175 , H04M3/5191
Abstract: Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison.
Abstract translation: 本发明的实施例涉及一种用于收集和分析来自多个联络中心租户的数据的系统和方法。 处理器通过数据通信网络从多个源设备收集多个联络中心的实时度量数据。 实时度量数据涉及多个联络中心因素。 处理器将收集的实时度量数据存储在数据存储中，并且基于收集的实时度量数据生成基准数据。 对于多个联络中心的特定联络中心，处理器确定联络中心相对于基准数据的性能。 处理器进一步输出基于比较的推荐。
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公开(公告)号：US20150312410A1
公开(公告)日：2015-10-29
申请号：US14745364
申请日：2015-06-19
Inventor： Eric Tamblyn , Henry Lum , Vladimir Filonov , Jeffrey Culbert , Daniel Blander , Somasundaram Subramaniam , Angelo Cicchitto , Paul Gvildys
CPC classification number: H04M3/28 , H04L9/0819 , H04L9/0822 , H04L65/1006 , H04L65/104 , H04L65/105 , H04L65/1063 , H04L65/1076 , H04L65/605 , H04L2209/24 , H04M1/656 , H04M3/22 , H04M3/2218 , H04M3/42221 , H04M3/42348 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M2203/551 , H04M2203/609 , H04Q3/00 , H04W4/16 , H04W12/04 , H04W24/04 , H04W40/20
Abstract: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.
Abstract translation: 一种用于网络记录和语音分析的系统和方法，其中记录系统在电话呼叫期间接收在第一和第二通信设备之间交换的媒体。 媒体由广域网上的记录系统接收。 记录系统桥接第一和第二通信设备之间的媒体路径，并且复制在媒体路径中交换的媒体，用于将复制媒体存储在大容量存储设备中。 记录系统还捕获与呼叫相关联的元数据，并且与所存储的媒体相关联地存储所捕获的元数据。 存储的媒体和元数据然后可以通过广域网提供给请求设备。 记录系统还可以被配置为分析呼叫记录以及相关联的元数据，以检测关键词或短语和/或触发可动作事件。
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公开(公告)号：US09065830B2
公开(公告)日：2015-06-23
申请号：US14015836
申请日：2013-08-30
Inventor： Eric Tamblyn , Henry Lum , Vladimir Filonov , Jeffrey Culbert , Daniel Blander , Somasundaram Subramaniam , Angelo Cicchitto , Paul Gvildys
CPC classification number: H04M3/28 , H04L9/0819 , H04L9/0822 , H04L65/1006 , H04L65/104 , H04L65/105 , H04L65/1063 , H04L65/1076 , H04L65/605 , H04L2209/24 , H04M1/656 , H04M3/22 , H04M3/2218 , H04M3/42221 , H04M3/42348 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M2203/551 , H04M2203/609 , H04Q3/00 , H04W4/16 , H04W12/04 , H04W24/04 , H04W40/20
Abstract: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.
Abstract translation: 一种用于网络记录和语音分析的系统和方法，其中记录系统在电话呼叫期间接收在第一和第二通信设备之间交换的媒体。 媒体由广域网上的记录系统接收。 记录系统桥接第一和第二通信设备之间的媒体路径，并且复制在媒体路径中交换的媒体，用于将复制的媒体存储在大容量存储设备中。 记录系统还捕获与呼叫相关联的元数据，并且与所存储的媒体相关联地存储所捕获的元数据。 存储的媒体和元数据然后可以通过广域网提供给请求设备。 记录系统还可以被配置为分析呼叫记录以及相关联的元数据，以检测关键词或短语和/或触发可动作事件。
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Patent Agency Ranking
公开(公告)号：US10102491B2
公开(公告)日：2018-10-16
申请号：US14451338
申请日：2014-08-04
Inventor： Christopher Connolly , Chad David Hendren , Arnaud Lejeune , Eric Tamblyn , Simon Wright , Yochai Konig
Abstract: A system and method for aggregating a customer's anonymous online experience and associating it to the customer once the customer is known. A server monitors and aggregates data on anonymous interactions between a customer and a website. The collected data is stored in a data store in association with a code. The server detects occurrence of a trigger event as the data is collected, and the code is provided to the customer in response to detecting the trigger event. When the customer presents the code at the retail store, a retail store device sends a message including the code to the server. The retail store device also provides other identification information of the customer. The server may then associate the anonymous data to customer based on the identification information.
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公开(公告)号：US20180198911A1
公开(公告)日：2018-07-12
申请号：US15896026
申请日：2018-02-13
Inventor： Eric Tamblyn , Henry Lum , Vladimir Filonov , Jeffrey Culbert , Daniel Blander , Somasundaram Subramaniam , Angelo Cicchitto , Paul Gvildys
CPC classification number: H04M3/28 , H04L9/0819 , H04L9/0822 , H04L65/1006 , H04L65/104 , H04L65/105 , H04L65/1063 , H04L65/1076 , H04L65/605 , H04L2209/24 , H04M1/656 , H04M3/22 , H04M3/2218 , H04M3/42221 , H04M3/42348 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M2203/551 , H04M2203/609 , H04Q3/00 , H04W4/16 , H04W12/04 , H04W24/04 , H04W40/20
Abstract: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.
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公开(公告)号：US09912810B2
公开(公告)日：2018-03-06
申请号：US15178503
申请日：2016-06-09
Inventor： Paul Segre , Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Steve O'Donoghue
CPC classification number: H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.
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公开(公告)号：US09900429B2
公开(公告)日：2018-02-20
申请号：US14745364
申请日：2015-06-19
Inventor： Eric Tamblyn , Henry Lum , Vladimir Filonov , Jeffrey Culbert , Daniel Blander , Somasundaram Subramaniam , Angelo Cicchitto , Paul Gvildys
CPC classification number: H04M3/28 , H04L9/0819 , H04L9/0822 , H04L65/1006 , H04L65/104 , H04L65/105 , H04L65/1063 , H04L65/1076 , H04L65/605 , H04L2209/24 , H04M1/656 , H04M3/22 , H04M3/2218 , H04M3/42221 , H04M3/42348 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M2203/551 , H04M2203/609 , H04Q3/00 , H04W4/16 , H04W12/04 , H04W24/04 , H04W40/20
Abstract: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.
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公开(公告)号：US20170324866A1
公开(公告)日：2017-11-09
申请号：US15178503
申请日：2016-06-09
Inventor： Paul Segre , Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Steve O'Donoghue
CPC classification number: H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.
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