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    Omni channel customer care system and method
    1.
    发明授权
    Omni channel customer care system and method 有权

    公开(公告)号：US10200536B2

    公开(公告)日：2019-02-05

    申请号：US15201243

    申请日：2016-07-01

    Applicant: AT&T INTELLECTUAL PROPERTY I, LP

    Inventor： Reuben Klein ,  Mazin E. Gilbert

    IPC: H04M3/00 ,  H04M3/51 ,  H04L29/08 ,  H04L12/58 ,  H04L29/06 ,  G06Q30/00

    Abstract: Aspects of the subject disclosure may include, for example, determining a service request and facilitating a first service session whereby customer equipment accesses the first service session via a first contact mode. A first contact resource is associated with the first service session, participating in a communication exchange with the customer equipment via the first service session according to the first contact mode. A customer inquiry is determined via the first customer service session. The customer inquiry is analyzed and a second customer contact resource is associated with the first service session based on the analysis of the customer inquiry. The second contact resource participates in the communication exchange via the first service session and according to a second contact mode. Other embodiments are disclosed.

    System and method for analytics with automated whisper mode
    2.
    发明授权
    System and method for analytics with automated whisper mode 有权

    公开(公告)号：US09876909B1

    公开(公告)日：2018-01-23

    申请号：US15201271

    申请日：2016-07-01

    Applicant: AT&T INTELLECTUAL PROPERTY I, LP

    Inventor： Reuben Klein ,  Mazin E. Gilbert

    IPC: H04M3/00 ,  H04M5/00 ,  H04M1/64 ,  H04M3/51 ,  H04L12/58

    CPC classification number: H04M3/5191 ,  H04L12/1827 ,  H04L51/02 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5175 ,  H04M7/1295

    Abstract: A first service session is facilitated via a packet switched network, wherein user equipment participates in a first interactive communication exchange with a first agent via a first interaction mode, wherein the first interactive communication exchange is based on a user inquiry. The first interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the first service session responsive to the determining that the consultation service would facilitate the resolution, wherein the service resource provides consultation to the first agent via a second interaction mode of the plurality of interaction modes, without exposing the consultation to the user equipment, and wherein the consultation elevates an experience level employed in the first service session towards resolution of the user inquiry. Other embodiments are disclosed.

    SYSTEM AND METHOD FOR ANALYTICS WITH AUTOMATED WHISPER MODE
    4.
    发明申请
    SYSTEM AND METHOD FOR ANALYTICS WITH AUTOMATED WHISPER MODE 有权

    公开(公告)号：US20180007206A1

    公开(公告)日：2018-01-04

    申请号：US15201271

    申请日：2016-07-01

    Applicant: AT&T INTELLECTUAL PROPERTY I, LP

    Inventor： Reuben Klein ,  Mazin E. Gilbert

    IPC: H04M3/51 ,  H04L12/58

    CPC classification number: H04M3/5191 ,  H04L12/1827 ,  H04L51/02 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5175 ,  H04M7/1295

    Abstract: A first service session is facilitated via a packet switched network, wherein user equipment participates in a first interactive communication exchange with a first agent via a first interaction mode, wherein the first interactive communication exchange is based on a user inquiry. The first interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the first service session responsive to the determining that the consultation service would facilitate the resolution, wherein the service resource provides consultation to the first agent via a second interaction mode of the plurality of interaction modes, without exposing the consultation to the user equipment, and wherein the consultation elevates an experience level employed in the first service session towards resolution of the user inquiry. Other embodiments are disclosed.

    SYSTEM AND METHOD FOR TRANSITION BETWEEN CUSTOMER CARE RESOURCE MODES
    5.
    发明申请
    SYSTEM AND METHOD FOR TRANSITION BETWEEN CUSTOMER CARE RESOURCE MODES 审中-公开

    公开(公告)号：US20180007102A1

    公开(公告)日：2018-01-04

    申请号：US15201256

    申请日：2016-07-01

    Applicant: AT&T INTELLECTUAL PROPERTY I, LP

    Inventor： Reuben Klein ,  Mazin E. Gilbert

    IPC: H04L29/06 ,  H04L29/08

    CPC classification number: H04L65/403 ,  H04L65/1026 ,  H04L65/4084 ,  H04L65/608 ,  H04L67/02

    Abstract: Aspects of the subject disclosure may include, for example, associating a first resource of a plurality of service resources with a first service session, wherein the first resource participates in an interactive communication exchange with user equipment via the first service session and according to a first communication mode of a plurality of communication modes. An evaluation of a benefit of associating another resource of the plurality of service resources with the interactive communication exchange is performed. A second resource of the plurality of service resources is identified responsive to the evaluating of the benefit and the second resource is associated with the first service session. The second resource participates in the interactive communication exchange via the first service session. Other embodiments are disclosed.

    Real-time emotion tracking system
    7.
    发明授权
    Real-time emotion tracking system 有权
    实时情感跟踪系统

    公开(公告)号：US09570092B2

    公开(公告)日：2017-02-14

    申请号：US15138262

    申请日：2016-04-26

    Applicant: AT&T INTELLECTUAL PROPERTY I, LP

    Inventor： Dimitrios Dimitriadis ,  Mazin E. Gilbert ,  Taniya Mishra ,  Horst J. Schroeter

    IPC: G10L21/00 ,  G10L25/00 ,  G10L15/00 ,  G10L25/63 ,  G10L17/26 ,  G10L25/48 ,  G10L17/04

    CPC classification number: G10L25/63 ,  G10L17/04 ,  G10L17/26 ,  G10L25/48

    Abstract: Devices, systems, methods, media, and programs for detecting an emotional state change in an audio signal are provided. A number of segments of the audio signal are analyzed based on separate lexical and acoustic evaluations, and, for each segment, an emotional state and a confidence score of the emotional state are determined. A current emotional state of the audio signal is tracked for each of the number of segments. For a particular segment, it is determined whether the current emotional state of the audio signal changes to another emotional state based on the emotional state and a comparison of the confidence score of the particular segment to a predetermined threshold.

    Abstract translation: 提供了用于检测音频信号中的情绪状态改变的设备，系统，方法，媒体和程序。 基于单独的词汇和声学评估来分析音频信号的多个片段，并且对于每个片段，确定情感状态的情绪状态和置信评分。 音频信号的当前情绪状态针对每个段数被跟踪。 对于特定片段，基于情绪状态和特定片段的置信度分数与预定阈值的比较，确定音频信号的当前情绪状态是否改变到另一种情绪状态。

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