公开(公告)号：US10162844B1

公开(公告)日：2018-12-25

申请号：US15675420

申请日：2017-08-11

申请人： NEWVOICEMEDIA, LTD.

发明人： Alan McCord ,  Ashley Unitt

IPC分类号： G06F7/00 ,  G06F17/30 ,  G06F17/16 ,  G06K9/62 ,  G06N99/00 ,  G06N3/04

摘要： A system for using conversational similarity for dimension reduction in deep analytics, comprising a self-learning interaction optimizer that receives string-based data from a contact center and analyzes it to produce a plurality of information similarity vectors, provides the vectors to a neural network and receives output vectors from the neural network, and produces context data from the output vectors and associates the context data with the original string-based data.

公开(公告)号：US09338299B2

公开(公告)日：2016-05-10

申请号：US14754459

申请日：2015-06-29

申请人： NewVoiceMedia, Inc.

发明人： Alan McCord ,  Brian Galvin

IPC分类号： G06F15/173 ,  G06Q30/00 ,  H04L12/721 ,  H04M3/51 ,  H04M3/523

CPC分类号： H04M3/5183 ,  G06Q30/01 ,  H04L41/0823 ,  H04L45/44 ,  H04L65/1023 ,  H04L65/1069 ,  H04L65/4084 ,  H04L65/80 ,  H04M3/5232 ,  H04M3/5238

摘要： A system for optimized and distributed routing of interactions, comprising a plurality of media servers operating adapted to handle interactions of one or more specific media types, a statistics server, a routing database, and a routing server. Upon receiving or initiating an interaction of a specific media type, a first media server from the media servers sends a route request message comprising at least an interaction identifier and a collection of interaction-specific data to the routing server, the statistics server receives event notifications from the media servers and computes one or more statistics, and the routing server executes, using statistical data from the statistics server and data from the routing database, a routing script comprising a constraint-based optimization process in response to the route request message and sends a response to the first media server directing it to route the interaction to a specific target resource.

摘要翻译： 一种用于交互的优化和分布式路由的系统，包括适于处理一个或多个特定媒体类型的交互操作的多个媒体服务器，统计服务器，路由数据库和路由服务器。 在接收或发起特定媒体类型的交互时，来自媒体服务器的第一媒体服务器向路由服务器发送至少包括交互标识符和交互特定数据的集合的路由请求消息，统计服务器接收事件通知 从所述媒体服务器计算一个或多个统计信息，并且所述路由服务器使用来自所述统计服务器的统计数据和来自所述路由数据库的数据执行路由服务器，所述路由脚本包括响应于所述路由请求消息的基于约束的优化过程并发送 对第一媒体服务器的响应指示它将交互路由到特定目标资源。

公开(公告)号：US11636216B2

公开(公告)日：2023-04-25

申请号：US17155293

申请日：2021-01-22

申请人： NEWVOICEMEDIA LTD.

发明人： Ashley Unitt

IPC分类号： G06F21/60 ,  H04M3/42 ,  H04L9/40 ,  H04L9/06 ,  H04L43/106 ,  H04L45/7453 ,  H04M3/51

摘要： A system and method for securely recording voice communications, comprising a network-connected computer server and an authentication system which verifies the validity of voice communications.

公开(公告)号：US20210256140A1

公开(公告)日：2021-08-19

申请号：US17155293

申请日：2021-01-22

申请人： NEWVOICEMEDIA LTD.

发明人： Ashley Unitt

IPC分类号： G06F21/60 ,  H04M3/42 ,  H04L29/06 ,  H04L9/06 ,  H04L12/26 ,  H04L12/743

摘要： A system and method for securely recording voice communications, comprising a network-connected computer server and an authentication system which verifies the validity of voice communications.

公开(公告)号：US10931724B2

公开(公告)日：2021-02-23

申请号：US15876885

申请日：2018-01-22

申请人： NEWVOICEMEDIA, LTD.

发明人： Ashley Unitt ,  Brian R. Galvin

IPC分类号： H04L29/06

摘要： A system for virtual assistant facilitated contact center communications, wherein a virtual assistant at a contact center is used to communicate with a virtual assistant operating on a user device, thereby automating and improving contact center to customer communications. When a service request is received at a virtual assistant at the contact center from a virtual assistant operating on a user device, the virtual assistant at the contact center exchanges messages with one or more internal systems at the contact center to obtain relevant information. If any of the internal systems identifies missing information, the virtual assistant at the contact center queries the virtual assistant on the user device for the missing information.

公开(公告)号：US10586175B2

公开(公告)日：2020-03-10

申请号：US15445869

申请日：2017-02-28

申请人： NEWVOICEMEDIA, LTD.

发明人： Alan McCord ,  Ashley Unitt

IPC分类号： G06N3/00 ,  H04M3/523 ,  H04M3/51 ,  G06N20/00 ,  G06F17/27 ,  G06N5/04 ,  G06N7/00 ,  G06F16/35 ,  G06F16/332

摘要： A system and method for an optimized, self-learning and self-organizing contact center has been developed. This system and method uses principles and tools of information theory, including the latent Dirichlet allocation which reduces information to specific predetermined topics and a distribution of topic related words to infer its hidden, generative underpinnings so to self-organize a contact center, infer its desired electronic versus human make up, and optimally route all customer requests to an electronic resource or a specific human agent best suited to respond to the request for maximal business value per interaction.

公开(公告)号：US11501232B2

公开(公告)日：2022-11-15

申请号：US16735595

申请日：2020-01-06

申请人： NewVoiceMedia, Ltd.

发明人： Alan McCord ,  Ashley Unitt ,  Mark Fellowes ,  Andrew Carson ,  Selma Ardelean

IPC分类号： G06N20/00 ,  G06Q10/06 ,  G06N7/00

摘要： A system for automatically automatic workflow triggering using real-time analytics, comprising an analytics server that receives and analyzes interaction information and a workflow server that produces workflow events based on the analysis, sends workflow events to handlers for processing, retrieves workflow-related data, and produces workflow reports for review, and a method for automatically automatic workflow triggering using real-time analytics.

公开(公告)号：US20210176286A1

公开(公告)日：2021-06-10

申请号：US17181513

申请日：2021-02-22

申请人： NewVoiceMedia, Ltd.

发明人： Ashley Unitt ,  Brian R. Galvin

IPC分类号： H04L29/06

摘要： A system for integrated virtual assistant and contact center end-to-end functionality, which allows users to use their personal virtual assistant (such as SIRI, Amazon Alexa, Google Assistant, Cortana, and others) to extend functionality and communicate with other VA's and with contact centers through an interface, for services and functionality to be improved and automated.

公开(公告)号：US09972014B2

公开(公告)日：2018-05-15

申请号：US15393978

申请日：2016-12-29

申请人： NewVoiceMedia Ltd.

发明人： Alan McCord ,  Ashley Unitt ,  Mark Fellowes ,  Andrew Carson ,  Selma Ardelean

IPC分类号： G06F15/18 ,  G06Q30/00 ,  G06N7/00 ,  G06N99/00 ,  G06Q10/06 ,  G06Q10/10

CPC分类号： G06Q30/01 ,  G06N7/005 ,  G06N99/005 ,  G06Q10/067 ,  G06Q10/1097

摘要： A system for automatically automatic workflow triggering using real-time analytics, comprising an analytics server that receives and analyzes interaction information and a workflow server that produces workflow events based on the analysis, sends workflow events to handlers for processing, retrieves workflow-related data, and produces workflow reports for review, and a method for automatically automatic workflow triggering using real-time analytics.

公开(公告)号：US09842216B2

公开(公告)日：2017-12-12

申请号：US15414581

申请日：2017-01-24

申请人： NewVoiceMedia, Ltd.

发明人： Ashley Unitt

IPC分类号： H04L12/66 ,  G06F21/60 ,  H04L12/26 ,  H04L12/743 ,  H04L9/06

CPC分类号： G06F21/602 ,  H04L9/0643 ,  H04L43/106 ,  H04L45/7453 ,  H04L63/0442 ,  H04L63/08 ,  H04L63/12 ,  H04L63/308 ,  H04L2463/121 ,  H04M3/42221 ,  H04M3/51 ,  H04M2203/301 ,  H04M2203/6081

摘要： A system and method for securely recording voice communications, comprising an authentication server, further comprising at least a software components operating on a network-capable computing device, and a database, wherein an authentication server verifies the validity of voice communications and a database stores voice communication recordings.