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公开(公告)号：US20160036973A1
公开(公告)日：2016-02-04
申请号：US14448365
申请日：2014-07-31
Applicant: Angel.com Incorporated
Inventor： Pawel Harasimiuk , Aaron Wellman , Lindsay Frazier , Praphul Kumar
IPC: H04M3/51
CPC classification number: H04L51/32 , H04M3/5191 , H04M2203/655
Abstract: A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.
Abstract translation: 呼叫处理平台接收由呼叫者发出的呼叫号码的呼叫。 平台检查呼叫的参数，确定呼叫者的识别信息，并将识别信息与对应于社交媒体网络的社交网络用户名匹配。 该平台从社交媒体网络获取呼叫者的社交网络数据。 使用社交网络数据，该平台计算呼叫者的社交网络影响分数。 该平台将社交网络影响分数与预定的影响分数阈值进行比较，并且确定社交网络对呼叫者的影响分数表示社交媒体网络中的呼叫者的活动具有高水平的影响。 因此，平台相应地在呼叫中心处选择第一人机代理，并将呼叫路由到呼叫中心处的第一人机代理。
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公开(公告)号：US09742913B2
公开(公告)日：2017-08-22
申请号：US14230586
申请日：2014-03-31
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Aaron Wellman
CPC classification number: H04M3/5166 , H04M3/42008
Abstract: A call handling platform receives a call placed by a caller. The call handling platform collects data points based on an interaction of the caller with an interactive voice response module during the call, and computes an experience score for the caller. The call handling platform accesses a predetermined first threshold that indicates a first level of caller satisfaction and compares the experience score to the first threshold. Based on the comparing, the call handling platform determines that the caller has a lower level of satisfaction than the first level of satisfaction, and routes the call to a human agent. The call handling platform determines whether an option for recording a call is enabled. Based on determining that the option for recording a call is enabled, the call handling platform initiates recording of the interaction between the caller and the human agent.
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公开(公告)号：US20160021250A1
公开(公告)日：2016-01-21
申请号：US14868335
申请日：2015-09-28
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
CPC classification number: H04M3/5183 , H04M3/4936 , H04M3/5166 , H04M3/523 , H04M3/5232 , H04M3/5238 , H04M2203/256 , H04M2203/556
Abstract: A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.
Abstract translation: 呼叫处理平台接收由呼叫者发出的呼叫号码的呼叫。 呼叫处理平台在呼叫期间基于呼叫者与交互式语音响应（IVR）模块的交互来使用测量数据点的子集来计算呼叫者的体验得分。 经验分数反映了与IVR模块交互的呼叫者满意度的数值测量。 呼叫处理平台将经验分数与指示呼叫者满意度的最低水平的预定阈值进行比较，并且确定经验得分表明呼叫者的满足程度低于最低满意度水平。 根据此确定，呼叫处理平台将呼叫路由到呼叫中心的人员，并使代理能够感知体验评分的表示。
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公开(公告)号：US09712481B2
公开(公告)日：2017-07-18
申请号：US14448365
申请日：2014-07-31
Applicant: Angel.com Incorporated
Inventor： Pawel Harasimiuk , Aaron Wellman , Lindsay Frazier , Praphul Kumar
CPC classification number: H04L51/32 , H04M3/5191 , H04M2203/655
Abstract: A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.
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公开(公告)号：US09313332B1
公开(公告)日：2016-04-12
申请号：US14051901
申请日：2013-10-11
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
CPC classification number: H04M3/5141 , G06F19/00 , G06F21/32 , G06Q30/0201 , G10L17/24 , G16H10/60 , H04M3/5166 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M2201/40 , H04M2203/401 , H04M2203/551 , H04M2203/554
Abstract: A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.
Abstract translation: 呼叫处理平台接收呼叫者对呼叫号码的呼叫，并且通过测量对应于呼叫者与交互式语音响应（IVR）模块之间的交互的数据点的子集来计算呼叫者的体验得分。 经验分数提供呼叫者在呼叫期间与IVR模块进行交互的满意程度的数值测量。 决定根据经验分数将呼叫路由到人类代理，呼叫处理平台访问与呼叫者过去的呼叫相对应的历史数据，并由人类代理接收，并获得与人类代理相关联的代理分数。 呼叫处理平台基于历史数据和代理分数中的一个或两个将呼叫者与呼叫中心的人员进行匹配，并将呼叫路由到人员代理。
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Patent Agency Ranking
公开(公告)号：US09148512B1
公开(公告)日：2015-09-29
申请号：US14051937
申请日：2013-10-11
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
IPC: H04M3/523
CPC classification number: H04M3/5183 , H04M3/4936 , H04M3/5166 , H04M3/523 , H04M3/5232 , H04M3/5238 , H04M2203/256 , H04M2203/556
Abstract: A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.
Abstract translation: 呼叫处理平台接收由呼叫者发出的呼叫号码的呼叫。 呼叫处理平台在呼叫期间基于呼叫者与交互式语音响应（IVR）模块的交互来使用测量数据点的子集来计算呼叫者的体验得分。 经验分数反映了与IVR模块交互的呼叫者满意度的数值测量。 呼叫处理平台将经验分数与指示呼叫者满意度的最低水平的预定阈值进行比较，并且确定经验得分表明呼叫者的满足程度低于最低满意度水平。 根据此确定，呼叫处理平台将呼叫路由到呼叫中心的人员，并使代理能够感知体验评分的表示。
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公开(公告)号：US10063701B2
公开(公告)日：2018-08-28
申请号：US14290446
申请日：2014-05-29
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Aaron Wellman
IPC: H04M1/64 , H04M3/493 , G10L15/19 , G10L15/22 , H04M11/00 , G10L15/06 , G10L15/183 , H04M3/42 , H04M3/51
CPC classification number: H04M3/4936 , G10L15/183 , G10L15/19 , G10L15/22 , G10L2015/0635 , G10L2015/0638 , G10L2015/223 , H04M3/42382 , H04M3/4938 , H04M3/51
Abstract: A request to execute an interaction site associated with a custom grammars file is received from a user device and by a communications system. An interaction flow document to execute the interaction site is accessed by the communications system. The custom grammars file is accessed by the communications system, the custom grammars file being configured to enable the communications system to identify executable commands corresponding to utterances spoken by users of user devices. An utterance spoken by a user of the user device is received from the user device and by the communications system. The utterance is stored by the communications system. The custom grammars file is updated by a grammar generation system to include a representation of the stored utterance for processing utterances in subsequent communications with users.
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公开(公告)号：US20160227035A1
公开(公告)日：2016-08-04
申请号：US15094929
申请日：2016-04-08
Applicant: ANGEL.COM INCORPORATED
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
CPC classification number: H04M3/5141 , G06F19/00 , G06F21/32 , G06Q30/0201 , G10L17/24 , G16H10/60 , H04M3/5166 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M2201/40 , H04M2203/401 , H04M2203/551 , H04M2203/554
Abstract: A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.
Abstract translation: 呼叫处理平台接收呼叫者对呼叫号码的呼叫，并且通过测量对应于呼叫者与交互式语音响应（IVR）模块之间的交互的数据点的子集来计算呼叫者的体验得分。 经验分数提供呼叫者在呼叫期间与IVR模块进行交互的满意程度的数值测量。 决定根据经验分数将呼叫路由到人类代理，呼叫处理平台访问与呼叫者过去的呼叫相对应的历史数据，并由人类代理接收，并获得与人类代理相关联的代理分数。 呼叫处理平台基于历史数据和代理分数中的一个或两个将呼叫者与呼叫中心的人员进行匹配，并将呼叫路由到人员代理。
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公开(公告)号：US20150350429A1
公开(公告)日：2015-12-03
申请号：US14290446
申请日：2014-05-29
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Aaron Wellman
CPC classification number: H04M3/4936 , G10L15/183 , G10L15/19 , G10L15/22 , G10L2015/0635 , G10L2015/0638 , G10L2015/223 , H04M3/42382 , H04M3/4938 , H04M3/51
Abstract: A request to execute an interaction site associated with a custom grammars file is received from a user device and by a communications system. An interaction flow document to execute the interaction site is accessed by the communications system. The custom grammars file is accessed by the communications system, the custom grammars file being configured to enable the communications system to identify executable commands corresponding to utterances spoken by users of user devices. An utterance spoken by a user of the user device is received from the user device and by the communications system. The utterance is stored by the communications system. The custom grammars file is updated by a grammar generation system to include a representation of the stored utterance for processing utterances in subsequent communications with users.
Abstract translation: 从用户设备和通信系统接收到执行与自定义语法文件相关联的交互站点的请求。 用于执行交互站点的交互流文档由通信系统访问。 定制语法文件由通信系统访问，自定义语法文件被配置为使通信系统能够识别与用户设备的用户说出的话语相对应的可执行命令。 从用户设备和通信系统接收用户设备的用户说出的话语。 话音由通信系统存储。 自定义语法文件由语法生成系统更新，以包括用于在与用户的后续通信中处理话语的存储话语的表示。
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公开(公告)号：US20150281436A1
公开(公告)日：2015-10-01
申请号：US14230586
申请日：2014-03-31
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Aaron Wellman
CPC classification number: H04M3/5166 , H04M3/42008
Abstract: A call handling platform receives a call placed by a caller. The call handling platform collects data points based on an interaction of the caller with an interactive voice response module during the call, and computes an experience score for the caller. The call handling platform accesses a predetermined first threshold that indicates a first level of caller satisfaction and compares the experience score to the first threshold. Based on the comparing, the call handling platform determines that the caller has a lower level of satisfaction than the first level of satisfaction, and routes the call to a human agent. The call handling platform determines whether an option for recording a call is enabled. Based on determining that the option for recording a call is enabled, the call handling platform initiates recording of the interaction between the caller and the human agent.
Abstract translation: 呼叫处理平台接收呼叫者发出的呼叫。 呼叫处理平台在呼叫期间基于呼叫者与交互式语音响应模块的交互来收集数据点，并且计算呼叫者的体验评分。 呼叫处理平台访问指示呼叫者满意度的第一级别的预定第一阈值，并将经验评分与第一阈值进行比较。 基于比较，呼叫处理平台确定呼叫者的满意度低于第一级满意度，并将呼叫路由到人员。 呼叫处理平台确定是否启用用于记录呼叫的选项。 基于确定记录呼叫的选项被启用，呼叫处理平台启动对呼叫者和人类代理之间的交互的记录。
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