公开(公告)号：US20130069858A1

公开(公告)日：2013-03-21

申请号：US11211875

申请日：2005-08-26

申请人： Daniel O'Sullivan

发明人： Daniel O'Sullivan

IPC分类号： G09G5/00

CPC分类号： G09G5/00 ,  G09G2340/14 ,  G09G2354/00 ,  H04M3/4936 ,  H04M3/4938 ,  H04M2201/40 ,  H04M2203/255

摘要： This invention allows a system to monitor how quickly and accurately the user is responding via the input device. The input device can be a mouse, a keyboard, their voice, a touch-screen, a tablet PC writing instrument, a light pen or any other commercially available device used to input information from the user to the PBCD. Information is displayed on the PBCD screen based on how quickly and accurately the user is navigating with the input device.

摘要翻译： 本发明允许系统监视用户通过输入设备多快和准确地进行响应。 输入设备可以是鼠标，键盘，他们的声音，触摸屏，平板电脑书写工具，光笔或用于将信息从用户输入到PBCD的任何其它市售设备。 信息显示在PBCD屏幕上，基于用户使用输入设备进行导航的速度和准确度。

公开(公告)号：US20070286357A1

公开(公告)日：2007-12-13

申请号：US11451172

申请日：2006-06-12

申请人： Renee Chiu-Tsa Lau

发明人： Renee Chiu-Tsa Lau

IPC分类号： H04M1/64

CPC分类号： H04M3/53333 ,  H04M2203/255 ,  H04M2203/301

摘要： A voice mail system provides a voice mail service and multiple modes for navigating the voice mail service. The modes comprise a first mode to navigate the voice mail service using a wireless voice mail menu and a second mode to navigate the voice mail service using a wireline voice mail menu.

摘要翻译： 语音邮件系统提供语音邮件服务和用于导航语音邮件服务的多种模式。 这些模式包括使用无线语音邮件菜单导航语音邮件服务的第一模式和使用有线语音邮件菜单导航语音邮件服务的第二模式。

公开(公告)号：US12120458B2

公开(公告)日：2024-10-15

申请号：US17445957

申请日：2021-08-26

申请人： Yahoo Ad Tech LLC

发明人： Alexander Franco ,  David S. Bill

IPC分类号： G06F17/00 ,  G06F3/16 ,  G06F16/9535 ,  G06F16/958 ,  H04M3/56 ,  H04N7/15 ,  H04N7/14

CPC分类号： H04N7/152 ,  G06F3/165 ,  G06F16/9535 ,  G06F16/958 ,  H04M3/567 ,  H04M3/569 ,  H04M2203/255 ,  H04N7/147

摘要： A process includes receiving, from a user identity, instructions for output characteristics including one or more of audio characteristics for rendering or capturing audio data or visual characteristics for rendering or capturing visual data. The process also includes determining, in response to the received instructions, output controls which effect the one or more of audio characteristics or visual characteristics, and associating the output controls with an online identity or resource. The process further includes storing the associated output controls and detecting an interaction with the online identity or resource. Moreover, the process includes accessing, in response to the detection of the interaction, the stored output controls, and enabling an effect, based on the output controls, of one or more of the audio characteristics or the visual characteristics with respect to interaction with the online identity or resource.

公开(公告)号：US20230379410A1

公开(公告)日：2023-11-23

申请号：US18129867

申请日：2023-04-02

申请人： inContact INC.

发明人： Salil DHAWAN ,  Omkar Joglekar ,  Rahul Vyas

IPC分类号： H04M3/523 ,  H04M3/51 ,  G06F17/11

CPC分类号： H04M3/5237 ,  H04M3/5238 ,  H04M3/5175 ,  G06F17/11 ,  H04M2203/551 ,  H04M2203/255 ,  H04M2203/558 ,  H04M2203/408

摘要： A computerized-method for redirecting inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold.

公开(公告)号：US11716418B2

公开(公告)日：2023-08-01

申请号：US17567770

申请日：2022-01-03

申请人： Fidelity Information Services, LLC

发明人： Susheel Nesargi ,  David Berglund ,  Glen M. Casey

IPC分类号： H04M3/00 ,  H04M3/51

CPC分类号： H04M3/5141 ,  H04M3/5166 ,  H04M2203/255

摘要： Systems and methods are disclosed for generating a dynamic customized script to facilitate communication between a user and a service provider. The method includes receiving, via an interactive voice response (IVR) system, a request from a mobile device associated with at least one user. The contextual information associated with at least one user is processed, in real-time, based, at least in part, on the request. A dynamic customized script specific to the request is generated, in real-time, based, at least in part, on the processing of the contextual information. The request is routed, via the IVR system, to an agent from a pool of agents of the service provider. A presentation of the dynamic customized script is generated in a user interface of a device associated with the agent, wherein the dynamic customized script is step-by-step guidance to the agent for handling the request of at least one user.

公开(公告)号：US11647120B1

公开(公告)日：2023-05-09

申请号：US17746992

申请日：2022-05-18

申请人： inContact INC.

发明人： Salil Dhawan ,  Omkar Joglekar ,  Rahul Vyas

IPC分类号： H04M3/00 ,  H04M3/523 ,  H04M3/51 ,  G06F17/11

CPC分类号： H04M3/5237 ,  G06F17/11 ,  H04M3/5175 ,  H04M3/5238 ,  H04M2203/255 ,  H04M2203/408 ,  H04M2203/551 ,  H04M2203/558

摘要： A computerized-method for redirecting, inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold.

公开(公告)号：US10084916B2

公开(公告)日：2018-09-25

申请号：US15874607

申请日：2018-01-18

申请人： United Services Automobile Association (USAA)

发明人： Vijay Jayapalan ,  Greg Yarbrough ,  Eric Smith

IPC分类号： H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  G10L13/04 ,  G10L13/033

CPC分类号： H04M3/5166 ,  G10L13/0335 ,  G10L13/043 ,  G10L2021/0135 ,  H04M3/42221 ,  H04M3/4936 ,  H04M3/5183 ,  H04M2201/39 ,  H04M2203/255 ,  H04M2203/306

摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.

公开(公告)号：US09912811B2

公开(公告)日：2018-03-06

申请号：US15474667

申请日：2017-03-30

申请人： United Services Automobile Association (USAA)

发明人： Vijay Jayapalan ,  Greg Yarbrough ,  Eric Smith

IPC分类号： H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  G10L13/04 ,  G10L13/033

CPC分类号： H04M3/5166 ,  G10L13/0335 ,  G10L13/043 ,  G10L2021/0135 ,  H04M3/42221 ,  H04M3/4936 ,  H04M3/5183 ,  H04M2201/39 ,  H04M2203/255 ,  H04M2203/306

摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.

公开(公告)号：US09648161B2

公开(公告)日：2017-05-09

申请号：US14856033

申请日：2015-09-16

申请人： United Services Automobile Association (USAA)

发明人： Vijay Jayapalan ,  Greg Yarbrough ,  Eric Smith

IPC分类号： H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  G10L13/033 ,  G10L13/04 ,  H04M3/493 ,  G10L21/013

CPC分类号： H04M3/5166 ,  G10L13/0335 ,  G10L13/043 ,  G10L2021/0135 ,  H04M3/42221 ,  H04M3/4936 ,  H04M3/5183 ,  H04M2201/39 ,  H04M2203/255 ,  H04M2203/306

摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.

公开(公告)号：US20170094045A1

公开(公告)日：2017-03-30

申请号：US15372044

申请日：2016-12-07

申请人： TP Lab Inc.

发明人： Chi Fai Ho ,  Shin Cheung Simon Chiu

IPC分类号： H04M1/725

CPC分类号： H04M1/72563 ,  H04M1/2471 ,  H04M1/72522 ,  H04M1/72586 ,  H04M3/42068 ,  H04M3/42153 ,  H04M3/42178 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2203/255 ,  H04M2250/58 ,  H04W88/06

摘要： Methods and apparatus for customizing a telephone are disclosed in which preferred communication services are conveniently accessible to a user, in which a telephone is tailored to the specific requirements of a user.