-
公开(公告)号：US10129394B2
公开(公告)日：2018-11-13
申请号：US15640128
申请日：2017-06-30
摘要： A method for automatically routing a telephonic communication is provided, and includes receiving a customer identifier and communicating with a customer history database storing historic data and determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer profile included in the stored historic data is based on a portion of a customer's demographic identity. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The method and systems additionally generate a customer routing record for the customer that includes the analyzed historic data, and associate the customer routing record with each customer identifier and store the customer routing record in the customer history database to facilitate future customer call routing.
-
公开(公告)号：US10084918B2
公开(公告)日：2018-09-25
申请号：US15844010
申请日：2017-12-15
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Gates , William Skeen , Brendan Joyce , Christopher Danson
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving a communication from a customer; retrieving or predicting a first profile of the customer; returning a list of currently available agents and expected available agents, wherein the currently available agents exclude agents that exceed a predetermined work threshold; determining, for each currently available agent and each expected available agent, a proficiency score for handling a customer with the first profile; determining that an expected available agent has a higher proficiency score than a currently available agent; and providing a routing recommendation based on the determined higher proficiency score that will route the customer communication via a communication distributor to the expected available agent.
-
公开(公告)号：US09848085B2
公开(公告)日：2017-12-19
申请号：US15476621
申请日：2017-03-31
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce , Christopher Danson
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving the customer communication; retrieving or predicting a first profile of a customer associated with a customer communication, wherein the retrieved or predicted profile includes a customer satisfaction score; predicting a second profile of a future customer; providing a list of currently available and expected available agents, wherein the currently available agents are selected by including only agents that exceed a predetermined work threshold based on an average customer satisfaction score determined over a selected time period; providing a routing recommendation to a communication distributor based on the retrieved or predicted first profile, the predicted second profile, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted first and second profiles, wherein the communication distributor routes the communication to an agent based on the routing recommendation.
-
公开(公告)号：US09692894B2
公开(公告)日：2017-06-27
申请号：US15230032
申请日：2016-08-05
CPC分类号： H04M3/5175 , G10L15/26 , G10L21/0272 , G10L25/63 , H04M3/08 , H04M3/42221 , H04M3/5191 , H04M7/0057 , H04M7/0084 , H04M2203/401 , H04M2203/403
摘要： A method of generating a customer satisfaction score based on behavioral assessment data across one or more recorded communications, which includes analyzing one or more communications between a customer and an agent by applying a linguistic-based psychological behavioral model to each communication to determine a personality type of the customer, selecting at least one filter criterion which comprises a customer, an agent, a team, or a call type, calculating a customer satisfaction score using the at least one selected filter criterion across a selected time interval and based on one or more communications, and displaying a report including the calculated customer satisfaction score to a user that matches the at least one selected filter criterion for the selected time interval. Systems and non-transitory computer readable media configured to generate a customer satisfaction score based on behavioral assessment data are also included.
-
25.发明授权Method and system for generating a responsive communication based on behavioral assessment data 有权基于行为评估数据生成响应通信的方法和系统公开(公告)号：US09571650B2
公开(公告)日：2017-02-14
申请号：US15166773
申请日：2016-05-27
发明人： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
CPC分类号： H04M3/5175 , G10L15/1822 , G10L15/26 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M2201/40
摘要： A method for providing a responsive communication to a communicant, including receiving, by a control processor, a single electronic voice communication from a communicant; transcribing the electronic voice communication to text; analyzing, by a processor, the text of the electronic voice communication by mining the text and applying a predetermined linguistic-based psychological behavioral model to the text of the electronic voice communication; generating, by a processor, behavioral assessment data including a personality type corresponding to the analyzed text of the electronic voice communication; generating, by a processor, event data based on the analyzed text of the electronic voice communication; and generating, by a processor, a responsive communication based on the event data. Systems and non-transitory, computer readable media that control an executable computer readable program code embodied therein, are also described.
摘要翻译： 一种用于向通信者提供响应通信的方法，包括由控制处理器从通信者接收单个电子语音通信; 将电子语音通信转录为文本; 由处理器分析电子语音通信的文本，通过挖掘文本并将预定的基于语言的心理行为模型应用于电子语音通信的文本; 由处理器生成包括与所述电子语音通信的分析文本对应的个性类型的行为评估数据; 通过处理器生成基于电子语音通信的分析文本的事件数据; 以及由处理器基于所述事件数据生成响应通信。 还描述了控制其中实现的可执行计算机可读程序代码的系统和非暂时的计算机可读介质。
-
公开(公告)号：US09270826B2
公开(公告)日：2016-02-23
申请号：US14801545
申请日：2015-07-16
CPC分类号： H04M3/42221 , G10L15/265 , H04M3/5166 , H04M3/5232 , H04M3/5235 , H04M2203/407 , H04M2203/408 , H04M2203/551
摘要： A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer profile included in the stored historic data is based on one or more components of a customer's demographic identity. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.
摘要翻译： 提供了一种用于将电话通信自动路由到多个通信目的地地址中的至少一个的方法。 该方法由具有多个代码段的计算机可读介质来实现。 该方法包括接收客户标识符并与被配置为存储历史数据的客户历史数据库进行通信的步骤。 该方法还包括确定接收到的客户标识符是否对应于客户历史数据库中存储的客户标识符，其中包括在所存储的历史数据中的客户简档基于客户的人口统计特征的一个或多个组件。 基于所接收的客户标识符与所存储的客户标识符的比较来识别与存储的客户号码相对应的历史数据。 电话通信基于所识别的历史数据与预定的通信目的地相关联。 相关联的通信数据被发送到切换信号。
-
公开(公告)号：US10021248B2
公开(公告)日：2018-07-10
申请号：US15431266
申请日：2017-02-13
发明人： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
CPC分类号： H04M3/5175 , G10L15/1822 , G10L15/26 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M2201/40
摘要： A method for analyzing caller interaction events that includes receiving, by a processor, a caller interaction event between an agent and a caller, extracting, by a processor, caller event data from the caller interaction event, analyzing, by a processor, the caller event data, and generating, by a processor, a report displaying one or more selected categories of the caller event data. Systems and non-transitory, computer readable media that control an executable computer readable program code embodied therein, are also described.
-
公开(公告)号：US09942400B2
公开(公告)日：2018-04-10
申请号：US15605333
申请日：2017-05-25
发明人： Kelly Conway , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore , Keene Hedges Capers
CPC分类号： H04M3/5175 , G06Q30/016 , G10L25/63 , H04L61/1582 , H04L67/02 , H04L67/10 , H04L67/20 , H04M3/42161 , H04M3/5141 , H04M3/5191 , H04M7/0012 , H04M2203/555 , H04M2203/556
摘要： Methods, behavioral assessment computer program products, and systems for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user that include receiving a plurality of types of electronic customer communication data by one or more servers configured to provide a user interface including a web site, web portal, or virtual portal or application, wherein at least one of the types of electronic communication data includes voice data, generating a text file from the voice data, identifying a customer associated with the electronic communication data received by the one or more servers, generating behavioral assessment data for the electronic communication data for that identified customer by analyzing the customer's electronic communication data, and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data, and wherein the user includes the identified customer or a customer service agent.
-
公开(公告)号：US09699307B2
公开(公告)日：2017-07-04
申请号：US14974586
申请日：2015-12-18
CPC分类号： H04M3/42221 , G10L15/265 , H04M3/5166 , H04M3/5232 , H04M3/5235 , H04M2203/407 , H04M2203/408 , H04M2203/551
摘要： A method for automatically routing a telephonic communication is provided, and includes receiving a customer identifier and communicating with a customer history database storing historic data and determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer profile included in the stored historic data is based on a portion of a customer's demographic identity. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The method and systems additionally generate a customer routing record for the customer that includes the analyzed historic data, and associate the customer routing record with each customer identifier and store the customer routing record in the customer history database to facilitate future customer call routing.
-
公开(公告)号：US09667795B2
公开(公告)日：2017-05-30
申请号：US15211955
申请日：2016-07-15
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce , Christopher Danson
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： The methods, apparatus, and systems described herein facilitate dynamic occupancy routing decisions. The methods include predicting a likelihood, based on day or time of day, that a customer having a retrieved or predicted profile is expected to initiate a customer communication; receiving, by one or more processors, the customer communication; providing a list of currently available agents and expected available agents, wherein the currently available agents are selected by excluding agents that (i) exceed a predetermined work threshold; and (ii) have exceeded a predetermined occupancy level; providing a routing recommendation to a communication distributor based on the predicted likelihood that the customer will initiate the customer communication on a day or at a time of day, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted profile; and routing the customer communication via the communication distributor to an agent based on the recommendation.
-
-
-
-
-
-
-
-
-
搜索结果
38 条记录 (耗时 0.038 秒)
