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公开(公告)号：US20150324806A1
公开(公告)日：2015-11-12
申请号：US14805352
申请日：2015-07-21
Applicant: Amazon Technologies, Inc.
Inventor： Jeremy A. Dashe , Jon R. Jay , Donald L. Kaufman , Yung-Chun Lin , Joseph D. Sullivan
CPC classification number: G06Q30/016 , G06Q10/10 , H04M3/42365 , H04M3/5125 , H04M7/0024
Abstract: A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.
Abstract translation: 个人计算设备的用户可以识别由基于网络的服务提供的用户界面中显示的感兴趣的项目，并希望获得更多的信息。 用户可以向与联系人分发系统通信的联系人服务提交一个或多个电子联系人请求，以获得更多信息。 联系人分发系统确定服务代理的准确的实时可用性，并且使得客户和代理之间的通信能够根据用户提供的用户联系信息被建立。
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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：US09769315B2
公开(公告)日：2017-09-19
申请号：US14500554
申请日：2014-09-29
Applicant: Amazon Technologies, Inc.
Inventor： Jon R. Jay , Jeremy A. Dashe , Yung-Chun Lin , Kenneth C. Macfarlane , Eric S. Stone , Raymond P. Sharpe, Jr. , Nathan Brent Glissmeyer
CPC classification number: H04M3/5233 , H04M3/42068 , H04M3/5125 , H04M3/523 , H04M3/5237 , H04M2203/405 , H04M2203/551 , H04M2203/6018
Abstract: Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.
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公开(公告)号：US08879717B2
公开(公告)日：2014-11-04
申请号：US14078272
申请日：2013-11-12
Applicant: Amazon Technologies, Inc.
Inventor： Jon R. Jay , Jeremy A. Dashe , Brock A. Judkins , Donald L. Kaufman , Yung-Chun Lin , Raymond P. Sharpe, Jr. , Joseph D. Sullivan , Thomas J. Weiland , Tauseef Kidwai
IPC: H04M3/00
CPC classification number: G06Q30/016 , G06Q10/063114 , H04M3/42365 , H04M3/51 , H04M2201/38 , H04M2203/2011
Abstract: A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.
Abstract translation: 个人计算设备的用户可以识别由基于网络的服务提供的用户界面中显示的感兴趣的项目，并希望获得更多的信息。 用户可以向与联系人分发系统通信的联系人服务提交一个或多个电子联系人请求，以获得更多信息。 联系人分发系统确定服务代理的准确的实时可用性，并且使得客户和代理之间的通信能够根据用户提供的用户联系信息被建立。
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公开(公告)号：US10445744B2
公开(公告)日：2019-10-15
申请号：US14805352
申请日：2015-07-21
Applicant: Amazon Technologies, Inc.
Inventor： Jeremy A. Dashe , Jon R. Jay , Donald L. Kaufman , Yung-Chun Lin , Joseph D. Sullivan
Abstract: A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.
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Patent Agency Ranking
公开(公告)号：US08824661B2
公开(公告)日：2014-09-02
申请号：US14078272
申请日：2013-11-12
Applicant: Amazon Technologies, Inc.
Inventor： Jon R. Jay , Jeremy A. Dashe , Brock A. Judkins , Donald L. Kaufman , Yung-Chun Lin , Raymond P. Sharpe, Jr. , Joseph D. Sullivan , Thomas J. Weiland , Tauseef Kidwai
IPC: H04M3/00
Abstract: A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.
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公开(公告)号：US11507594B2
公开(公告)日：2022-11-22
申请号：US15640887
申请日：2017-07-03
Applicant: Amazon Technologies, Inc.
Inventor： Alexander Clark Prater , Victor Gregory Estevez , Matthew Rice Carlson , Nipun Dureja , Yung-Chun Lin , Udit Madan
Abstract: A bulk data distribution system in which, instead of multiple data consumers contending to access the same data sets from a primary data store, one or more producers capture snapshots (states of the data sets at particular points in time) and upload the snapshots to an intermediate data store for access by snapshot consumers. The snapshot consumers may download the snapshots to generate local versions of the data sets for access by one or more data processing applications or processes. A snapshot producer may periodically generate full snapshots of a data set, and may generate one or more incremental snapshots of the data set between full snapshots. A snapshot consumer may bootstrap a local data set from a full snapshot and one or more incrementals, and may maintain state of the local data set by accessing new snapshots uploaded by the producer.
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公开(公告)号：US10348903B2
公开(公告)日：2019-07-09
申请号：US15706155
申请日：2017-09-15
Applicant: Amazon Technologies, Inc.
Inventor： Jon R. Jay , Jeremy A. Dashe , Yung-Chun Lin , Kenneth C. Macfarlane , Eric S. Stone , Raymond P. Sharpe, Jr. , Nathan Brent Glissmeyer
Abstract: Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.
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公开(公告)号：US20170300551A1
公开(公告)日：2017-10-19
申请号：US15640887
申请日：2017-07-03
Applicant: Amazon Technologies, Inc.
Inventor： Alexander Clark Prater , Victor Gregory Estevez , Matthew Rice Carlson , Nipun Dureja , Yung-Chun Lin , Udit Madan
CPC classification number: G06F16/27 , G06F3/061 , G06F3/065 , G06F3/067 , G06F11/1451 , G06F16/00 , G06F16/20
Abstract: A bulk data distribution system in which, instead of multiple data consumers contending to access the same data sets from a primary data store, one or more producers capture snapshots (states of the data sets at particular points in time) and upload the snapshots to an intermediate data store for access by snapshot consumers. The snapshot consumers may download the snapshots to generate local versions of the data sets for access by one or more data processing applications or processes. A snapshot producer may periodically generate full snapshots of a data set, and may generate one or more incremental snapshots of the data set between full snapshots. A snapshot consumer may bootstrap a local data set from a full snapshot and one or more incrementals, and may maintain state of the local data set by accessing new snapshots uploaded by the producer.
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公开(公告)号：US09697268B1
公开(公告)日：2017-07-04
申请号：US14488022
申请日：2014-09-16
Applicant: Amazon Technologies, Inc.
Inventor： Alexander Clark Prater , Victor Gregory Estevez , Matthew Rice Carlson , Nipun Dureja , Yung-Chun Lin , Udit Madan
CPC classification number: G06F17/30575 , G06F3/061 , G06F3/065 , G06F3/067 , G06F11/1451 , G06F17/30 , G06F17/30286
Abstract: A bulk data distribution system in which, instead of multiple data consumers contending to access the same data sets from a primary data store, one or more producers capture snapshots (states of the data sets at particular points in time) and upload the snapshots to an intermediate data store for access by snapshot consumers. The snapshot consumers may download the snapshots to generate local versions of the data sets for access by one or more data processing applications or processes. A snapshot producer may periodically generate full snapshots of a data set, and may generate one or more incremental snapshots of the data set between full snapshots. A snapshot consumer may bootstrap a local data set from a full snapshot and one or more incrementals, and may maintain state of the local data set by accessing new snapshots uploaded by the producer.
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