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公开(公告)号：US12073340B1
公开(公告)日：2024-08-27
申请号：US17216473
申请日：2021-03-29
Applicant: Amazon Technologies, Inc.
Inventor： Yiwei Li , Wei Niu , Tak Chung Lung , Yung-Chun Lin , Thomas Boyd Johnston , Manjeshwar Donthi , Richard Julian Rodriguez , Jon Russell Jay , Pasquale DeMaio , Phillip H Keung
IPC: G06Q10/04 , G06N20/00 , G06Q10/0631
CPC classification number: G06Q10/04 , G06N20/00 , G06Q10/06311 , G06Q10/06315
Abstract: Methods, systems, and computer-readable media for accurate usage forecasting for virtual contact centers are disclosed. A contact center management system configures a contact center instance associated with a client. The contact center instance comprises a plurality of queues configured to store contacts. At least a portion of the contacts are routed to a plurality of agents. The contact center management system determines, using one or more machine learning models associated with the contact center instance, a plurality of predictions for a plurality of metrics for the contact center instance for a plurality of time horizons. At least a portion of the predictions are generated for individual queues of the contact center instance.
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公开(公告)号：US10277733B1
公开(公告)日：2019-04-30
申请号：US15940018
申请日：2018-03-29
Applicant: Amazon Technologies, Inc.
Inventor： Pasquale DeMaio , Joseph Daniel Sullivan , David Adam Philips
Abstract: An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI). The system displays a first visual indicator that graphically highlights a first visual display object to indicate that a first instruction block is active. The system executes the first instruction block and outputs a first prompt via a communication interface, the communication interface to simulate a telephone communication with the interactive contact workflow system. The system receives a first response to the first prompt from a GUI element, identifies a first command to execute a second instruction block based at least in part on the first response to the first prompt, and displays a second visual indicator that graphically connects the first visual display object to a second visual display object within the GUI, the second visual display object corresponding to the second instruction block of the interactive contact workflow system.
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公开(公告)号：US10003691B1
公开(公告)日：2018-06-19
申请号：US15383831
申请日：2016-12-19
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwa , Pasquale DeMaio , Joseph Daniel Sullivan , Jon Russell Jay
Abstract: Technologies are disclosed for providing an onboarding service within a service provider network for on-demand creation of a contact center. Information associated with an account of a user at the service provider network is utilized to begin creating the contact center. Based upon input from the user, a directory of authorized users and storage for the contact center are created using services available within the service provider network. Encryption keys are created for encrypting customer call recordings and customer phone numbers in the storage. An initial user for handling calls is specified and a call queue is created. A routing profile is created to route calls from the call queue to the initial user. Available phone numbers are provided to the user for the selection of a phone number for accessing the contact center. One this data has been specified, the contact center can be activated for use.
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公开(公告)号：US11741945B1
公开(公告)日：2023-08-29
申请号：US16587984
申请日：2019-09-30
Applicant: Amazon Technologies, Inc.
Inventor： Joseph Daniel Sullivan , Pasquale DeMaio , Akshay Isaac Lazarus , Juliana Saussy
IPC: G10L15/07 , G10L13/033 , G06N20/00 , G10L13/00
CPC classification number: G10L15/07 , G06N20/00 , G10L13/00 , G10L13/033
Abstract: An adaptive virtual assistant system can be configured to change an attribute of a virtual assistant based on user responses, environmental conditions, and/or topics of discussion. For example, the virtual assistant system can determine, based at least in part on user data, a communication profile that is associated with the virtual assistant and determine first communication data comprising a first communication attribute based on the communication profile. In some instances, the system can transmit the first communication data to a user device and receive, from the user device, input audio data representing a user utterance. Based at least in part on the input audio data, the system can determine second communication data comprising a second communication attribute and transmit the second communication data to the user device.
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公开(公告)号：US20180176374A1
公开(公告)日：2018-06-21
申请号：US15383831
申请日：2016-12-19
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwa , Pasquale DeMaio , Joseph Daniel Sullivan , Jon Russell Jay
CPC classification number: H04M3/51 , G06F21/45 , G06Q10/0631 , H04L9/0861 , H04L61/605 , H04M3/2218 , H04M3/42153 , H04M3/5183 , H04M3/523 , H04M2203/402 , H04M2203/408 , H04M2203/558
Abstract: Technologies are disclosed for providing an onboarding service within a service provider network for on-demand creation of a contact center. Information associated with an account of a user at the service provider network is utilized to begin creating the contact center. Based upon input from the user, a directory of authorized users and storage for the contact center are created using services available within the service provider network. Encryption keys are created for encrypting customer call recordings and customer phone numbers in the storage. An initial user for handling calls is specified and a call queue is created. A routing profile is created to route calls from the call queue to the initial user. Available phone numbers are provided to the user for the selection of a phone number for accessing the contact center. One this data has been specified, the contact center can be activated for use.
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Patent Agency Ranking
公开(公告)号：US09961191B1
公开(公告)日：2018-05-01
申请号：US15463426
申请日：2017-03-20
Applicant: AMAZON TECHNOLOGIES, INC.
Inventor： Pasquale DeMaio , Joseph Daniel Sullivan , David Adam Philips
CPC classification number: H04M3/242 , H04M3/493 , H04M2203/056 , H04M2203/355
Abstract: An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI) of an interactive contact run-time environment. The interactive contact workflow system receives a request to execute a first instruction block of the contact workflow within the interactive contact run-time environment, generates a communication interface to facilitate simulated electronic communication between the GUI and the interactive contact run-time environment, and provides a first visual indicator for display within the GUI that graphically highlights the first instruction block within the GUI to indicate that the first instruction block is active. The interactive contact workflow system then executes the first instruction block by sending a first prompt of the first instruction block to the communication interface to cause the communication interface to provide the first prompt to an audio output interface.
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公开(公告)号：US10554817B1
公开(公告)日：2020-02-04
申请号：US16218241
申请日：2018-12-12
Applicant: Amazon Technologies, Inc.
Inventor： Joseph Sullivan , Pasquale DeMaio , Kevan Mah , Juliana Saussy , Naji Shaheimi Shafi
IPC: H04M3/00 , H04M3/51 , H04M3/493 , H04M3/42 , H04L12/24 , H04L29/08 , G06F9/50 , H04M7/00 , G06F16/9032 , G06N20/00
Abstract: Systems for providing a contact center system detect patterns in the behavior of service agent users and customers having a customer service issue. The system records activity data describing interactions of the users with a virtualized contact center and with each other; the activity data is aggregated and then analyzed (e.g., using a machine learning engine) to measure one or more metrics that define a behavior pattern. The analysis identifies an intent expressed by customers having a common issue, and further identifies attributes of the intent as well as the actions taken by the service agents in response to the intent. The system uses the analysis to generate a workflow of potential interactions that resolve the issue. The system automates the workflow by generating and deploying a computerized service agent configured to interact with customers of a contact center and execute the workflow.
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公开(公告)号：US10547747B1
公开(公告)日：2020-01-28
申请号：US16398080
申请日：2019-04-29
Applicant: Amazon Technologies, Inc.
Inventor： Saket Agarwal , Joseph Daniel Sullivan , Pasquale DeMaio , Jon Russell Jay , Jaswinder Singh Randhawa , Nihal Chand Jain
Abstract: A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.
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公开(公告)号：US09961192B1
公开(公告)日：2018-05-01
申请号：US15463522
申请日：2017-03-20
Applicant: AMAZON TECHNOLOGIES, INC.
Inventor： Pasquale DeMaio , Joseph Daniel Sullivan , David Adam Philips
IPC: H04M1/24 , H04M3/08 , H04M3/22 , H04M3/24 , G06F3/0484 , G06F3/0481
CPC classification number: H04M3/242 , G06Q10/06 , G06Q10/10 , H04M2201/42 , H04M2203/056 , H04M2203/355
Abstract: An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI) of an interactive contact run-time environment. The interactive contact workflow system receives a request to load response data for a previously recorded interaction with the contact workflow, retrieves the response data from a data store of stored response data, and receives a request to execute a first instruction block of the contact workflow within the interactive contact run-time environment. The interactive contact workflow system then executes the first instruction block by providing the first audio prompt of the first instruction block to an audio output interface of the client device, and provides a response from the response data to the first instruction block as a response to the first audio prompt.
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公开(公告)号：US11368588B1
公开(公告)日：2022-06-21
申请号：US16879411
申请日：2020-05-20
Applicant: Amazon Technologies, Inc.
Inventor： Thomas Boyd Johnston , Pasquale DeMaio , Juliana Saussy
Abstract: This disclosure describes management of a contact center executing in a service provider network. The management may be performed by using one or more trained deep learning/machine learning (ML) models. The ML models may be trained using metrics and data gathered from the various services and systems in the service provider network used to implement the contact center. The trained models may be used for forecasting staffing needs, e.g., agents, for the contact center, scheduling agents, detecting anomalies with regard to customer traffic, e.g., received communications from customers, at the contact center, adherence of agents to the scheduling, and dynamically routing of received communications to appropriate agents (e.g., based on skills of the agent and other factors) for handling of the communications.
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