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公开(公告)号：US20200252505A1
公开(公告)日：2020-08-06
申请号：US16789583
申请日：2020-02-13
摘要： A device communicates with a user device via a communication session, determines user information relating to the user device or a user of the user device, and determines that the user device is placed on a hold status. The device determines, using a machine learning model, a type of media item to be presented to the user device, where the machine learning model has been trained to identify types of media items to present to user devices when the user devices are placed in the hold status, and selects a media item corresponding to the type of media item. The device presents the media item to the user device via the communication session, determines that the user device is no longer placed on the hold status, and causes the media item to cease being presented.
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公开(公告)号：US10477025B1
公开(公告)日：2019-11-12
申请号：US16227997
申请日：2018-12-20
IPC分类号： H04M3/523
摘要： A device receives, from a user device, a communication associated with a support issue encountered by a user of the user device and assigns the communication to a position in a support queue based on when the communication is received, wherein the support queue includes data identifying positions of other communications received from other users, and data identifying when the other communications were received. The device processes data identifying the communication and historical communication data describing prior communications associated with the user, with a model, to determine an average time spent on hold by the user for the prior communications. The device modifies the position of the communication in the support queue based on the average time and performs one or more actions based on modifying the position of the communication in the support queue.
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公开(公告)号：US10410056B1
公开(公告)日：2019-09-10
申请号：US16386118
申请日：2019-04-16
发明人： Sophie Bermudez , Alexandra Colevas , Michael Saia , Kaylyn Gibilterra , Sarah J. Cunningham , Salik Shah
IPC分类号： G06K9/00 , H04L12/911 , G06N20/00
摘要： A processing platform may receive a plurality of images. The processing platform may determine respective asset types of the plurality of assets based on a computer vision technique. The processing platform may determine respective estimated values of the plurality of assets based on the respective asset types. The processing platform may provide information identifying the respective estimated values of the plurality of assets to two or more recipients. The processing platform may receive allocation information. The processing platform may determine a selected allocation of the plurality of assets for the two or more recipients based on the allocation information and using a second model. The processing platform may perform one or more actions based on the selected allocation.
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4.发明授权公开(公告)号：US11790910B2
公开(公告)日：2023-10-17
申请号：US17302660
申请日：2021-05-10
IPC分类号： G10L15/22 , H04M3/22 , G06Q30/016 , G06N20/00 , G10L15/16 , G06Q10/0639 , G10L15/26
CPC分类号： G10L15/22 , G06N20/00 , G06Q10/06398 , G06Q30/016 , G10L15/16 , G10L15/26 , H04M3/22
摘要： A device obtains information concerning a plurality of customer service representatives to identify a customer service representative and a user device associated with the customer service representative. The device selects a test issue of a plurality of test issues to be presented to the customer service representative, and, based on the test issue, a virtual assistant to converse with the customer service representative. The device initiates, based on an availability of the user device, a communication session with the user device, and causes the virtual assistant to converse with the customer service representative regarding the test issue. The device obtains data concerning a performance of the customer service representative during the communication session, processes the data using a machine learning model to determine a performance score for the customer service representative, and causes, based on the performance score for the customer service representative, at least one action to be performed.
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公开(公告)号：US11677877B2
公开(公告)日：2023-06-13
申请号：US17805475
申请日：2022-06-06
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , H04M2203/551 , H04M2203/6045
摘要： A device receives, from a user device, a communication associated with a support issue encountered by a user of the user device and assigns the communication to a position in a support queue based on when the communication is received, wherein the support queue includes data identifying positions of other communications received from other users, and data identifying when the other communications were received. The device processes data identifying the communication and historical communication data describing prior communications associated with the user, with a model, to determine an average time spent on hold by the user for the prior communications. The device modifies the position of the communication in the support queue based on the average time and performs one or more actions based on modifying the position of the communication in the support queue.
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6.发明授权公开(公告)号：US11011173B2
公开(公告)日：2021-05-18
申请号：US16688442
申请日：2019-11-19
摘要： A device obtains information concerning a plurality of customer service representatives to identify a customer service representative and a user device associated with the customer service representative. The device selects a test issue of a plurality of test issues to be presented to the customer service representative, and, based on the test issue, a virtual assistant to converse with the customer service representative. The device initiates, based on an availability of the user device, a communication session with the user device, and causes the virtual assistant to converse with the customer service representative regarding the test issue. The device obtains data concerning a performance of the customer service representative during the communication session, processes the data using a machine learning model to determine a performance score for the customer service representative, and causes, based on the performance score for the customer service representative, at least one action to be performed.
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7.发明授权公开(公告)号：US10931822B2
公开(公告)日：2021-02-23
申请号：US16577195
申请日：2019-09-20
摘要： A device receives, from a user device, a communication request that includes information identifying a user of the user device, an organization, and at least one reason for the communication request. The device determines, based on the communication request, information concerning the user, a telephone number associated with the organization, and a menu of an interactive voice response (IVR) system device associated with the telephone number. The device communicates, based on the information concerning the user, the menu of the IVR system device, and the at least one reason for the communication request, with the IVR system device via a communication session initiated based on the telephone number. The device determines, based on communicating with the IVR system device, a time that the user is to interact with the IVR system device via the communication session, and causes the user device to join the communication session at the time.
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公开(公告)号：US10904387B2
公开(公告)日：2021-01-26
申请号：US16675404
申请日：2019-11-06
IPC分类号： H04M3/523
摘要： A device receives, from a user device, a communication associated with a support issue encountered by a user of the user device and assigns the communication to a position in a support queue based on when the communication is received, wherein the support queue includes data identifying positions of other communications received from other users, and data identifying when the other communications were received. The device processes data identifying the communication and historical communication data describing prior communications associated with the user, with a model, to determine an average time spent on hold by the user for the prior communications. The device modifies the position of the communication in the support queue based on the average time and performs one or more actions based on modifying the position of the communication in the support queue.
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9.发明授权公开(公告)号：US11546469B2
公开(公告)日：2023-01-03
申请号：US17249136
申请日：2021-02-22
摘要： A device receives, from a user device, a communication request that includes information identifying a user of the user device, an organization, and at least one reason for the communication request. The device determines, based on the communication request, information concerning the user, a telephone number associated with the organization, and a menu of an interactive voice response (IVR) system device associated with the telephone number. The device communicates, based on the information concerning the user, the menu of the IVR system device, and the at least one reason for the communication request, with the IVR system device via a communication session initiated based on the telephone number. The device determines, based on communicating with the IVR system device, a time that the user is to interact with the IVR system device via the communication session, and causes the user device to join the communication session at the time.
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10.发明授权公开(公告)号：US11356560B2
公开(公告)日：2022-06-07
申请号：US17248425
申请日：2021-01-25
IPC分类号： H04M3/523
摘要： A device receives, from a user device, a communication associated with a support issue encountered by a user of the user device and assigns the communication to a position in a support queue based on when the communication is received, wherein the support queue includes data identifying positions of other communications received from other users, and data identifying when the other communications were received. The device processes data identifying the communication and historical communication data describing prior communications associated with the user, with a model, to determine an average time spent on hold by the user for the prior communications. The device modifies the position of the communication in the support queue based on the average time and performs one or more actions based on modifying the position of the communication in the support queue.
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