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公开(公告)号：US10276153B2
公开(公告)日：2019-04-30
申请号：US15837777
申请日：2017-12-11
发明人： Roger Warford , Christopher Danson , Jennifer Kuhn
IPC分类号： G10L15/18 , G10L17/06 , G10L21/0272 , G10L25/63 , G06Q30/00 , H04M3/51 , H04L12/18 , H04M3/42 , G10L25/48 , G10L15/26
摘要： The methods, apparatus, non-transitory computer readable media, and systems described herein include recording a mono recording of a software and a customer inquiry communication using a microphone to interpret and respond to the customer inquiry communication, wherein the mono recording is unseparated and includes customer voice data and audio data generated by the software agent, separately and concurrently recording the software agent audio data in an agent recording, and subtracting agent audio data from the unseparated mono recording to provide a separated recording including only customer voice data.
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公开(公告)号：US10218850B2
公开(公告)日：2019-02-26
申请号：US15922473
申请日：2018-03-15
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce
摘要： The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include identifying origination data for a customer contacting a contact center with a customer task, determining a predicted personality type of the customer based on the identified origination data and a customer profile, providing a routing recommendation to a communication distributor to route the customer to an agent based on the predicted personality type of the customer and historical customer data, routing the customer via the communication distributor to the agent based on the routing recommendation, and updating the customer profile.
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公开(公告)号：US09936075B2
公开(公告)日：2018-04-03
申请号：US15425803
申请日：2017-02-06
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a demographic profile of the customer associated with the customer communication, monitoring real-time agent performance data and modifying a predetermined work threshold based on the real-time agent performance data, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data for agents who have not exceeded the predetermined work threshold.
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公开(公告)号：US09837079B2
公开(公告)日：2017-12-05
申请号：US14591768
申请日：2015-01-07
IPC分类号： G10L15/20 , G10L17/00 , G10L25/78 , G10L17/02 , G10L17/04 , G10L17/06 , G10L25/27 , G10L25/51 , G10L15/00 , G10L21/00 , G06F17/00 , G11B7/00 , H04R25/00 , H04R29/00 , H04M11/00
CPC分类号： G10L17/005 , G10L17/02 , G10L17/04 , G10L17/06 , G10L25/27 , G10L25/51 , G10L25/78 , G10L2025/783
摘要： The methods, apparatus, and systems described herein are designed to identify fraudulent callers. A voice print of a call is created and compared to known voice prints to determine if it matches one or more of the known voice prints, and to transaction data associated with a database of voice prints. The methods include a pre-processing step to separate speech from non-speech, selecting a number of elements that affect the voice print the most, and/or computing an adjustment factor based on the scores of each received voice print against known voice prints.
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5.发明授权公开(公告)号：US09191510B2
公开(公告)日：2015-11-17
申请号：US13828864
申请日：2013-03-14
发明人： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
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： A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center.
摘要翻译： 提供了一种用于分析电子通信数据的方法和系统。 在一个实施例中，一种方法包括由联络中心接收电子客户通信数据，通过将预定的基于语言的心理行为模型应用于电子客户通信数据来分析电子客户通信数据，并通过基于联络中心的方式生成行为评估数据 在所述分析中，所述行为评估数据为分析的电子客户通信数据提供个性类型。 在一个或多个实施例中，电子客户通信数据可以是电子邮件数据，网页内容数据，文本消息数据，IP数据语音，在线论坛数据，社交媒体数据，更新状态，媒体馈送，社交媒体中的一个或多个 评论，社交媒体数据流。 在其他实施例中，电子客户通信数据可以包括在与用于联络中心的图形用户界面的客户通信期间接收到的数据。
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公开(公告)号：US09124701B2
公开(公告)日：2015-09-01
申请号：US14616423
申请日：2015-02-06
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。
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公开(公告)号：US09083804B2
公开(公告)日：2015-07-14
申请号：US14049008
申请日：2013-10-08
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce , Christopher Danson
IPC分类号： H04M3/523
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 optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.
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8.发明授权Methods and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center 有权用于验证客户和联络中心之间的电话通信类型对象或分段的方法和系统公开(公告)号：US08170195B2
公开(公告)日：2012-05-01
申请号：US12286248
申请日：2008-09-29
CPC分类号： H04M3/5175 , H04M2201/40 , H04M2201/60
摘要： A computer readable medium for controlling a computer is provided. The computer readable medium comprises a plurality of code segments for controlling a computer. A code segment receives a telephonic communication comprised of voice data and event data. A code segment receives computer application data comprising data associated with at least one computer application in use during the telephonic communication. A code segment analyzes the telephonic communication by translating the received voice data into a text format, the text format defining a plurality of components. At least one component of the text data and communication event data occurring during a time interval is classified into one of a plurality of object types, and the computer application data during the time interval is compared to the object type of the classified components.
摘要翻译： 提供了一种用于控制计算机的计算机可读介质。 计算机可读介质包括用于控制计算机的多个代码段。 代码段接收由语音数据和事件数据组成的电话通信。 代码段接收计算机应用数据，该数据包括在电话通信期间使用中与至少一个计算机应用相关联的数据。 代码段通过将所接收的语音数据转换为文本格式来分析电话通信，文本格式定义多个组件。 在时间间隔期间发生的文本数据和通信事件数据的至少一个分量被分类为多个对象类型之一，并且将该时间间隔期间的计算机应用数据与分类分量的对象类型进行比较。
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9.发明授权Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center 有权通过分析客户和联络中心之间的电话交互来培训客户服务代表的方法和软件公开(公告)号：US08094790B2
公开(公告)日：2012-01-10
申请号：US11365432
申请日：2006-03-01
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 computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.
摘要翻译： 提供了一种通过分析客户和联络中心之间的电话通信来训练客户服务代表的计算机程序。 代码段选择至少一个识别标准。 代码段标识对应于所选择的识别标准的预先记录的第一电话通信。 第一电话通信具有与之相关联的第一事件数据。 代码段生成对应于所识别的预先录制的第一电话通信的辅导评估数据。 代码段标识对应于所选择的识别标准的预先记录的第二电话通信。 第二电话通信具有与之相关联的第二事件数据。 代码段将所识别的预先录制的第二电话通信与指导评估数据内的所识别的第一电话通信进行比较。 代码段基于在所述指导评估数据内的所识别的预先录制的第二电话通信与所识别的第一电话通信的比较来生成通知。
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公开(公告)号：US10915824B2
公开(公告)日：2021-02-09
申请号：US15686452
申请日：2017-08-25
IPC分类号： G06N5/04 , G06N20/00 , G06F40/279
摘要： Methods, apparatus, and systems for analyzing data trends are described herein. The present disclosure includes the identification of trending terms in data through the use of an unsupervised algorithm. Trending terms are identified and counted during a first and second time period without reference to a library of pre-defined terms, along with at least one reason for using such trending terms. The set of trending terms and the at least one reason for use of the trending terms are displayed to a user.
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