公开(公告)号：US08948373B2

公开(公告)日：2015-02-03

申请号：US14185071

申请日：2014-02-20

申请人： Five9, Inc.

发明人： Nikolay Anisimov ,  Dmitry Spasibenko ,  Sam Shkrabov ,  David Van Everen

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC分类号： H04M3/5158

摘要： A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein the automated contact center processes one or more outbound campaigns. The estimates a total number of outbound agents available to the one or more outbound campaigns. By using the total number of outbound agents, an effective number of agents for the specific outbound campaign is determined according to a ratio. The effective number of agents is used to determine a number of outbound calls to generate for the specific outbound campaign according to a dialing method. Calls are then generated for the specific outbound campaign based upon the determined number of outbound calls to generate.

摘要翻译： 一种用于基于在未来时间段中的代理占用的预测来确定在自动化联络中心中针对特定出站活动生成的呼叫数量的方法，其中所述自动化联络中心处理一个或多个出站活动。 估计一个或多个出站活动可用的出站代理总数。 通过使用出站代理的总数，根据比例确定特定出站活动的有效数量的代理。 代理人的有效数量用于根据拨号方式确定针对特定出站活动生成的出站呼叫数量。 然后根据确定的要生成的出站呼叫数量为特定出站活动生成呼叫。

公开(公告)号：US20220038577A1

公开(公告)日：2022-02-03

申请号：US17213335

申请日：2021-03-26

申请人： Five9, Inc.

发明人： Jonathan Rosenberg

IPC分类号： H04M3/51 ,  G10L15/26

摘要： A method for creating a textual summary of a call includes transcribing speech to text in real time using a speech-to-text generating unit configured for execution upon one or more data processors, automatically matching, in real-time, text to predetermined intents and extracted entities using an intent recognizing unit for execution upon the one or more data processors, automatically mapping the predetermined intents and extracted entities into a call summary using one or more mapping functions, and displaying the call summary using an agent user interface for execution upon the one or more data processors. A contact center call summarization system may include a contact center communication device, a speech-to-text generating unit, an intent recognizing unit, and an agent user interface.

公开(公告)号：US20210006662A1

公开(公告)日：2021-01-07

申请号：US16917968

申请日：2020-07-01

申请人： Five9, Inc.

发明人： Jonathan Rosenberg

IPC分类号： H04M7/00 ,  H04L29/08

摘要： Systems and methods are described herein for providing a Voice over Internet Protocol (VoW) call. In an embodiment, a load balancing processor receives a re-initiated HTTP request from a client processor upon detection that an initial call server is no longer active, and sends the re-initiated HTTP request to a second call server. The second server generates updated call resource information that identifies the second server as the new server resource for the call, and sends the updated call resource information over the IP network to the client processor. Subsequent HTTP requests from the client processor for sending and receiving signaling and media data for the call are received at the second server using the updated call resource information.

公开(公告)号：US20220319496A1

公开(公告)日：2022-10-06

申请号：US17705484

申请日：2022-03-28

申请人： Five9, Inc.

发明人： Jonathan Rosenberg ,  Priyanka Balakumar

IPC分类号： G10L15/06 ,  G10L15/30 ,  G10L13/02

摘要： Systems and methods are provided for training natural language processing (NLP) models in a contact center. The systems and methods provided may render the process of training an NLP model faster, easier to perform, and more accessible to non-experts. In embodiments of the present disclosure, a method for training an NLP model includes a first step of initializing an NLP model with an intent and one or more seed phrases. The next step may be to receive a customer interaction. Next, a matched utterance can be generated based on the customer interaction and the NLP model. Then, a suggested training phrase may be generated based on the matched utterance. The suggested training phrase may be confirmed. Thereafter, the NLP model can be updated with the confirmed training phrase.

公开(公告)号：US20180033042A1

公开(公告)日：2018-02-01

申请号：US15659762

申请日：2017-07-26

申请人： Five9, Inc.

发明人： Danny Hsiang-Kuo Wang ,  James J. Hickey ,  Ilya A. Harahap ,  John R. D'Amour ,  Piotr K. Chojnowski ,  Gaurav Passi

IPC分类号： G06Q30/02 ,  G06Q30/00 ,  G06F17/30 ,  H04L12/58 ,  G06Q30/06

CPC分类号： G06Q30/0255 ,  G06F16/9535 ,  G06Q30/016 ,  G06Q30/0601 ,  G06Q30/0631 ,  H04L51/02 ,  H04L51/046

摘要： Systems and method are provided for synchronizing communications between two disparate computing systems. A context capture module is configured to capture interactions of a first computing system with an application to determine a current context of the first computing system's interactions. A communications initiation engine is configured to determine one of a plurality of other computing systems is to be queried for communication with the first computing system. When one of the other computing systems is to be queried, an initiation communication is provided to a particular one of the other computing systems, where the initiation communication includes data describing the current context of the first computing system's interactions. An availability indication is received from the particular other computing system. A communications module is configured to facilitate communications between the first computing system and the particular other computing system.

公开(公告)号：US20170054765A1

公开(公告)日：2017-02-23

申请号：US15057166

申请日：2016-03-01

申请人： Five9, Inc.

发明人： Douglas P. Tucker ,  Andrey Kovalenko

IPC分类号： H04L29/06 ,  G06F9/455

CPC分类号： H04L65/1069 ,  G06F9/452 ,  G06F9/45558 ,  G06F2009/45595 ,  H04L67/42

摘要： Systems and methods for establishing a control channel between a virtualization server and a client device are provided. A virtual desktop session is established between the virtualization server and the client, and the virtualization server executes a virtual desktop instance. The client device executes a first application that is configured to receive a control channel connection request from a second application running within the virtual desktop instance. The second application runs an algorithm to discover an Internet Protocol (IP) address of the client device being used to access the second application. Using the IP address, a control channel outside of the virtual desktop session is established between the first and second applications. Instructions are transmitted from the second application to the first application via the control channel, and the first application is controlled remotely by the second application based on the instructions.

摘要翻译： 提供了用于在虚拟化服务器和客户端设备之间建立控制信道的系统和方法。 在虚拟化服务器和客户端之间建立虚拟桌面会话，虚拟化服务器执行虚拟桌面实例。 客户端设备执行被配置为从虚拟桌面实例中运行的第二应用接收控制信道连接请求的第一应用。 第二个应用程序运行一种算法来发现用于访问第二个应用程序的客户端设备的Internet协议（IP）地址。 使用IP地址，在第一和第二应用程序之间建立虚拟桌面会话之外的控制通道。 指令通过控制信道从第二应用传输到第一应用，并且第一应用由第二应用基于指令远程控制。

公开(公告)号：US20140074728A1

公开(公告)日：2014-03-13

申请号：US13793723

申请日：2013-03-11

申请人： Five9, Inc.

发明人： Edwin Margulies

IPC分类号： G06Q30/00

CPC分类号： G06Q30/01

摘要： A system for social care routing, prioritization and agent assistance for interfacing with a carrier network, a social listening device, a social network or proprietary social feedback apparatus, and a contact center and contact center database. Author postings, demographic information, sentiment, topical relevancy, and customer service requests and other data are used for prioritization, agent assistance and routing. A contact center database and a social network listening device or proprietary social feedback apparatus obtain information used in determining routing and tagging instructions. A user interface is connected to the system to accept configurable conditions for determining customer service instructions to the agents. A color-coded agent heads-up display for author and customer profiling and customer relationship management timeline is disclosed for effectively managing social posts and authors needing customer service assistance by agents at each target enterprise contact center.

摘要翻译： 用于与运营商网络接口的社会护理路由，优先级和代理协助的系统，社交听力装置，社交网络或专有社会反馈装置，以及联络中心和联络中心数据库。 作者发布，人口信息，情绪，主题相关性和客户服务请求以及其他数据用于优先排序，代理协助和路由。 联络中心数据库和社交网络聆听装置或专有社会反馈装置获取用于确定路由和标签指令的信息。 用户接口连接到系统以接受用于确定向代理商的客户服务指令的可配置条件。 披露用于作者和客户分析和客户关系管理时间表的彩色编码代理单元显示，用于有效管理社会职位和需要每个目标企业联络中心的代理商提供客户服务帮助的作者。

公开(公告)号：US11228681B1

公开(公告)日：2022-01-18

申请号：US17213335

申请日：2021-03-26

申请人： Five9, Inc.

发明人： Jonathan Rosenberg

IPC分类号： H04M3/51 ,  G10L15/26

摘要： A method for creating a textual summary of a call includes transcribing speech to text in real time using a speech-to-text generating unit configured for execution upon one or more data processors, automatically matching, in real-time, text to predetermined intents and extracted entities using an intent recognizing unit for execution upon the one or more data processors, automatically mapping the predetermined intents and extracted entities into a call summary using one or more mapping functions, and displaying the call summary using an agent user interface for execution upon the one or more data processors. A contact center call summarization system may include a contact center communication device, a speech-to-text generating unit, an intent recognizing unit, and an agent user interface.

公开(公告)号：US11172069B2

公开(公告)日：2021-11-09

申请号：US16917968

申请日：2020-07-01

申请人： Five9, Inc.

发明人： Jonathan Rosenberg

IPC分类号： G06F15/16 ,  H04M7/00 ,  H04L29/08

摘要： Systems and methods are described herein for providing a Voice over Internet Protocol (VoIP) call. In an embodiment, a load balancing processor receives a re-initiated HTTP request from a client processor upon detection that an initial call server is no longer active, and sends the re-initiated HTTP request to a second call server. The second server generates updated call resource information that identifies the second server as the new server resource for the call, and sends the updated call resource information over the IP network to the client processor. Subsequent HTTP requests from the client processor for sending and receiving signaling and media data for the call are received at the second server using the updated call resource information.

公开(公告)号：US10664868B2

公开(公告)日：2020-05-26

申请号：US15659762

申请日：2017-07-26

申请人： Five9, Inc.

发明人： Danny Hsiang-Kuo Wang ,  James J. Hickey ,  Ilya A. Harahap ,  John R. D'Amour ,  Piotr K. Chojnowski ,  Gaurav Passi

IPC分类号： G06Q30/02 ,  G06F16/9535 ,  G06Q30/06 ,  G06Q30/00 ,  H04L12/58

摘要： Systems and method are provided for synchronizing communications between two disparate computing systems. A context capture module is configured to capture interactions of a first computing system with an application to determine a current context of the first computing system's interactions. A communications initiation engine is configured to determine one of a plurality of other computing systems is to be queried for communication with the first computing system. When one of the other computing systems is to be queried, an initiation communication is provided to a particular one of the other computing systems, where the initiation communication includes data describing the current context of the first computing system's interactions. An availability indication is received from the particular other computing system. A communications module is configured to facilitate communications between the first computing system and the particular other computing system.