-
公开(公告)号：US11496625B2
公开(公告)日：2022-11-08
申请号：US17489387
申请日：2021-09-29
发明人： Bruno Bergher , Michael Hicks , Ramon Novales , So Eun Park , Aleksey Tsibulya , Kuan Jen Wang , Jeffrey Zych
摘要： Systems and methods for flexible and extensible contact center routing are disclosed. Incoming communications are received at a contact center from one or more customers. A pairing score is determined for each agent capable of servicing the incoming communications for each of the one or more customers based on customer attributes and/or agent attributes that are adjustable and extensible. An incoming communication is routed from a customer to an agent having a highest pairing score with the customer. The incoming communication can be routed on a first communication channel and then switched over to a second communication channel. The first communication channel and second communication channel can be different types of communication channels.
-
公开(公告)号：US11496626B2
公开(公告)日：2022-11-08
申请号：US17588027
申请日：2022-01-28
发明人： Bruno Bergher , Michael Hicks , Ramon Novales , So Eun Park , Aleksey Tsibulya , Kuan Jen Wang , Jeffrey Zych
摘要： Systems and methods for flexible and extensible contact center routing are disclosed. Incoming communications are received at a contact center from one or more customers. A pairing score is determined for each agent capable of servicing the incoming communications for each of the one or more customers based on customer attributes and/or agent attributes that are adjustable and extensible. An incoming communication is routed from a customer to an agent having a highest pairing score with the customer. The incoming communication can be routed on a first communication channel and then switched over to a second communication channel. The first communication channel and second communication channel can be different types of communication channels.
-
公开(公告)号：US11509769B2
公开(公告)日：2022-11-22
申请号：US17588031
申请日：2022-01-28
发明人： Bruno Bergher , Michael Hicks , Ramon Novales , So Eun Park , Aleksey Tsibulya , Kuan Jen Wang , Jeffrey Zych
摘要： Systems and methods for flexible and extensible contact center routing are disclosed. Incoming communications are received at a contact center from one or more customers. A pairing score is determined for each agent capable of servicing the incoming communications for each of the one or more customers based on customer attributes and/or agent attributes that are adjustable and extensible. An incoming communication is routed from a customer to an agent having a highest pairing score with the customer. The incoming communication can be routed on a first communication channel and then switched over to a second communication channel. The first communication channel and second communication channel can be different types of communication channels.
-
公开(公告)号：US20240338710A1
公开(公告)日：2024-10-10
申请号：US18627104
申请日：2024-04-04
申请人： GLADLY SOFTWARE INC.
发明人： Theodore Mico , Evan Gregory Tann , Michael Block , Zachi Cohen , Yueyang Li , Gerad Suyderhoud
IPC分类号： G06Q30/015 , G06N5/02
CPC分类号： G06Q30/015 , G06N5/02
摘要： A computer-performed method, which may be performed by a chatbot server, is for customer assistance using AI-generated smart indicators. A request for customer assistance from a user is received through a dynamic chatbot. User intent and context information is determined, based on the received request. User intent and context information is mapped, as contextual data, relative to indicators that are suitable for display in a user interface. An AI-based configurator sets up for display, at least one relevant smart indicator, based on the mapped contextual data. A user interface featuring at least one relevant smart indicator is generated for display, to provide customer assistance based on the AI-based configurator set up smart indicator(s).
-
-
-
搜索结果
4 条记录 (耗时 0.009 秒)
