公开(公告)号：US08428246B2

公开(公告)日：2013-04-23

申请号：US12778696

申请日：2010-05-12

Applicant: Kannan Venugopal ,  Prateek Mehrotra ,  Vishal Bhasin ,  Sumit K Mukherjee ,  Ashokkumar Kannan

Inventor： Kannan Venugopal ,  Prateek Mehrotra ,  Vishal Bhasin ,  Sumit K Mukherjee ,  Ashokkumar Kannan

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  H04M3/523

Abstract: A server device configured to receive first-information associated with a call that was received by a first server device; receive second-information associated with the call, where the second-information is associated with processing of the call by the first server device and at least one second server device; generate a unified record associated with the call, where the unified record includes at least some of the first-information and at least some of the second-information; determine, based on the unified record, that a condition exists with respect to the call; and send an instruction to perform a customer operation with respect to the call when the condition is determined to exist, where the customer operation includes increasing a priority for handling of the call by a customer service agent.

Abstract translation: 被配置为接收与由第一服务器设备接收的呼叫相关联的第一信息的服务器设备; 接收与所述呼叫相关联的第二信息，其中所述第二信息与所述第一服务器设备和所述至少一个第二服务器设备对所述呼叫的处理相关联; 生成与所述呼叫相关联的统一记录，其中所述统一记录包括所述第一信息和所述第二信息中的至少一些信息中的至少一些; 根据统一记录确定有关呼叫的条件; 并且当所述条件被确定为存在时发送关于所述呼叫执行客户操作的指令，其中所述客户操作包括增加由客户服务代理处理所述呼叫的优先级。

公开(公告)号：US20120008754A1

公开(公告)日：2012-01-12

申请号：US12831493

申请日：2010-07-07

Applicant: Sumit Kumar Mukherjee ,  Vishal Bhasin ,  Prateek Mehrotra ,  Kannan Venugopal

Inventor： Sumit Kumar Mukherjee ,  Vishal Bhasin ,  Prateek Mehrotra ,  Kannan Venugopal

IPC: H04M11/00 ,  G10L15/04

CPC classification number: G10L15/22 ,  H04M3/2281 ,  H04M3/493 ,  H04M3/5175 ,  H04M2203/551 ,  H04M2203/556

Abstract: A system for and method of monitoring caller interactions during a call session is presented. The system and method for monitoring caller interaction may include receiving information from a call session between a caller and an automated voice portal system via a communication network, monitoring caller interaction points accumulated during the call session, comparing a sum of caller interaction points accumulated during the call session with the automated voice portal system with the caller interaction threshold, and taking one or more actions in response to the sum of the caller interaction points exceeds the caller interaction threshold.

Abstract translation: 提出了一种在呼叫会话期间监视呼叫者交互的系统和方法。 用于监视呼叫者交互的系统和方法可以包括经由通信网络从呼叫者和自动语音门户系统之间的呼叫会话接收信息，监视在呼叫会话期间累积的呼叫者交互点，比较在呼叫期间累积的呼叫者交互点的总和 与自动语音门户系统呼叫与呼叫者交互阈值的会话，并且响应于呼叫者交互点的总和采取一个或多个动作超过呼叫者交互阈值。

公开(公告)号：US20110280391A1

公开(公告)日：2011-11-17

申请号：US12778696

申请日：2010-05-12

Applicant: Kannan Venugopal ,  Prateek Mehrotra ,  Vishal Bhasin ,  Sumit K. Mukherjee ,  Ashokkumar Kannan

Inventor： Kannan Venugopal ,  Prateek Mehrotra ,  Vishal Bhasin ,  Sumit K. Mukherjee ,  Ashokkumar Kannan

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  H04M3/523

Abstract: A server device configured to receive first-information associated with a call that was received by a first server device; receive second-information associated with the call, where the second-information is associated with processing of the call by the first server device and at least one second server device; generate a unified record associated with the call, where the unified record includes at least some of the first-information and at least some of the second-information; determine, based on the unified record, that a condition exists with respect to the call; and send an instruction to perform a customer operation with respect to the call when the condition is determined to exist, where the customer operation includes increasing a priority for handling of the call by a customer service agent.

Abstract translation: 被配置为接收与由第一服务器设备接收的呼叫相关联的第一信息的服务器设备; 接收与所述呼叫相关联的第二信息，其中所述第二信息与所述第一服务器设备和所述至少一个第二服务器设备对所述呼叫的处理相关联; 生成与所述呼叫相关联的统一记录，其中所述统一记录包括所述第一信息和所述第二信息中的至少一些信息中的至少一些; 根据统一记录确定有关呼叫的条件; 并且当所述条件被确定为存在时发送关于所述呼叫执行客户操作的指令，其中所述客户操作包括增加由客户服务代理处理所述呼叫的优先级。

公开(公告)号：US08848882B2

公开(公告)日：2014-09-30

申请号：US12831493

申请日：2010-07-07

Applicant: Sumit Kumar Mukherjee ,  Vishal Bhasin ,  Prateek Mehrotra ,  Kannan Venugopal

Inventor： Sumit Kumar Mukherjee ,  Vishal Bhasin ,  Prateek Mehrotra ,  Kannan Venugopal

IPC: H04M1/64 ,  H04M3/493 ,  H04M3/22 ,  G10L15/22 ,  H04B1/38 ,  H04M3/51

CPC classification number: G10L15/22 ,  H04M3/2281 ,  H04M3/493 ,  H04M3/5175 ,  H04M2203/551 ,  H04M2203/556

Abstract: A system for and method of monitoring caller interactions during a call session is presented. The system and method for monitoring caller interaction may include receiving information from a call session between a caller and an automated voice portal system via a communication network, monitoring caller interaction points accumulated during the call session, comparing a sum of caller interaction points accumulated during the call session with the automated voice portal system with the caller interaction threshold, and taking one or more actions in response to the sum of the caller interaction points exceeds the caller interaction threshold.

Abstract translation: 提出了一种在呼叫会话期间监视呼叫者交互的系统和方法。 用于监视呼叫者交互的系统和方法可以包括经由通信网络从呼叫者和自动语音门户系统之间的呼叫会话接收信息，监视在呼叫会话期间累积的呼叫者交互点，比较在呼叫期间累积的呼叫者交互点的总和 与自动语音门户系统呼叫与呼叫者交互阈值的会话，并且响应于呼叫者交互点的总和采取一个或多个动作超过呼叫者交互阈值。