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公开(公告)号：US20180176378A1
公开(公告)日：2018-06-21
申请号：US15898174
申请日：2018-02-15
Inventor： Todd Hollenberg , Aaron Wellman , Praphul Kumar
CPC classification number: H04M3/527 , G10L15/22 , G10L15/26 , G10L2015/223 , H04M3/42059 , H04M3/493 , H04M2203/256
Abstract: A system and method for providing an interactive media response menu in an interactive media response (IMR) system is described. The system provides an end user with an IMR menu. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.
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公开(公告)号：US20180152560A1
公开(公告)日：2018-05-31
申请号：US15865142
申请日：2018-01-08
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
CPC classification number: H04M3/5183 , H04M3/4936 , H04M3/5166 , H04M3/523 , H04M3/5232 , H04M3/5238 , H04M2203/256 , H04M2203/556
Abstract: A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.
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公开(公告)号：US09860379B2
公开(公告)日：2018-01-02
申请号：US15338313
申请日：2016-10-28
Inventor： Praphul Kumar , Rajesh Ramchander
CPC classification number: H04M3/5175 , H04M3/42221 , H04M3/5133 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M2201/18 , H04M2201/42 , H04M2203/401 , H04M2203/6009
Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.
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公开(公告)号：US09706050B2
公开(公告)日：2017-07-11
申请号：US15094929
申请日：2016-04-08
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
CPC classification number: H04M3/5141 , G06F19/00 , G06F21/32 , G06Q30/0201 , G10L17/24 , G16H10/60 , H04M3/5166 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M2201/40 , H04M2203/401 , H04M2203/551 , H04M2203/554
Abstract: A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.
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35.发明申请公开(公告)号：US20150350443A1
公开(公告)日：2015-12-03
申请号：US14723431
申请日：2015-05-27
Inventor： Praphul Kumar , Leonid Vymenets , Herbert Willi Artur Ristock , Vyacheslav Zhakov
IPC: H04M3/523
Abstract: In a system for managing an interaction flow, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the predesigned interaction flows relevant to the communication.
Abstract translation: 在用于管理交互流的系统中，所述系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器在其上存储有指令，所述指令在被所述处理器执行时使得所述处理器：从用户设备接收通信; 将与通信的一个或多个主题相对应的数据存储在存储器中; 将数据与参数进行比较，用于识别与通信相关的一个或多个预先设计的交互流的多个预先设计的交互流; 以及响应于识别与所述通信相关的所述预先设计的交互流中的一个或多个，将所述通信路由到相应的联络中心资源。
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Patent Agency Ranking
公开(公告)号：US10027618B2
公开(公告)日：2018-07-17
申请号：US15652182
申请日：2017-07-17
Inventor： Pawel Harasimiuk , Aaron Wellman , Lindsay Frazier , Praphul Kumar
Abstract: A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.
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公开(公告)号：US10009463B2
公开(公告)日：2018-06-26
申请号：US15289910
申请日：2016-10-10
Inventor： Ahmed Tewfik Bouzid , Praphul Kumar , Michael T. Mateer , David James Rennyson
CPC classification number: H04M3/5166 , G06F8/34 , G06F9/44 , H04M1/72552 , H04M3/493 , H04M3/5141 , H04M3/5191 , H04M7/006 , H04M2203/2066 , H04W88/06
Abstract: A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.
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公开(公告)号：US09900438B1
公开(公告)日：2018-02-20
申请号：US15280769
申请日：2016-09-29
Inventor： Todd Hollenberg , Aaron Wellman , Praphul Kumar
CPC classification number: H04M3/527 , G10L15/22 , G10L15/26 , G10L2015/223 , H04M3/42059 , H04M3/493 , H04M2203/256
Abstract: A system and method for providing an interactive media response menu in an interactive media response (IMR) system is described. The system provides an end user with an IMR menu. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.
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公开(公告)号：US20170118338A1
公开(公告)日：2017-04-27
申请号：US15289910
申请日：2016-10-10
Inventor： Ahmed Tewfik Bouzid , Praphul Kumar , Michael T. Mateer , David James Rennyson
IPC: H04M3/51
CPC classification number: H04M3/5166 , G06F8/34 , G06F9/44 , H04M1/72552 , H04M3/493 , H04M3/5141 , H04M3/5191 , H04M7/006 , H04M2203/2066 , H04W88/06
Abstract: A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.
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公开(公告)号：US20170118337A1
公开(公告)日：2017-04-27
申请号：US15289932
申请日：2016-10-10
Inventor： Praphul Kumar , Scott Kolman , Andrea Friio , Yochai Konig
CPC classification number: H04M3/4938 , H04L65/1063 , H04L67/02 , H04M3/42136 , H04M2203/253
Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.
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