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公开(公告)号：US10225407B2
公开(公告)日：2019-03-05
申请号：US15898174
申请日：2018-02-15
Inventor： Todd Hollenberg , Aaron Wellman , Praphul Kumar
Abstract: A system and method for providing an interactive media response menu in an interactive media response (IMR) system is described. The system provides an end user with an IMR menu. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.
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2.发明申请公开(公告)号：US20180249012A1
公开(公告)日：2018-08-30
申请号：US15968581
申请日：2018-05-01
Inventor： Ahmed Tewfik Bouzid , Pawel Harasimiuk , Aaron Wellman , Praphul Kumar , Herbert Willi Artur Ristock
IPC: H04M3/523
Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.
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3.发明授权公开(公告)号：US09992341B2
公开(公告)日：2018-06-05
申请号：US14588403
申请日：2014-12-31
Inventor： Ahmed Tewfik Bouzid , Pawel Harasimiuk , Aaron Wellman , Praphul Kumar , Herbert Willi Artur Ristock
CPC classification number: H04M3/5233 , H04M3/5232 , H04M2242/30
Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.
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公开(公告)号：US09866692B2
公开(公告)日：2018-01-09
申请号：US15431563
申请日：2017-02-13
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.
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公开(公告)号：US20170317965A1
公开(公告)日：2017-11-02
申请号：US15652182
申请日：2017-07-17
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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Patent Agency Ranking
公开(公告)号：US09571646B2
公开(公告)日：2017-02-14
申请号：US14868335
申请日：2015-09-28
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：US10382626B2
公开(公告)日：2019-08-13
申请号：US15865142
申请日：2018-01-08
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
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.
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公开(公告)号：US20170163807A1
公开(公告)日：2017-06-08
申请号：US15431563
申请日：2017-02-13
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.
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9.发明申请SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTIONS FOR CONTACT CENTER BASED ON AGENT PROXIMITY 有权基于代理机构管理联络中心客户互动的系统与方法公开(公告)号：US20160191712A1
公开(公告)日：2016-06-30
申请号：US14588403
申请日：2014-12-31
Inventor： Ahmed Tewfik Bouzid , Pawel Harasimiuk , Aaron Wellman , Praphul Kumar , Herbert Willi Artur Ristock
IPC: H04M3/523
CPC classification number: H04M3/5233 , H04M3/5232 , H04M2242/30
Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.
Abstract translation: 在用于管理客户联络中心的客户交互的方法中，所述方法包括：由处理器接收关于要路由的交互的信息; 由所述处理器识别与所述交互相关联的上下文; 由处理器接收与电子设备和第一邻近设备之间的接近度相关的第一邻近信息; 响应于接收到所述第一邻近信息，由所述处理器将对应于与所述交互相关联的上下文的代理的熟练度级别调整为第一值; 由处理器确定代理人是否有资格基于熟练程度来处理交互; 以及由所述处理器发送用于响应于确定所述代理人有资格基于所述熟练程度来处理所述交互的代理将所述交互路由到所述代理的消息。
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公开(公告)号：US10027618B2
公开(公告)日：2018-07-17
申请号：US15652182
申请日：2017-07-17
Inventor： Pawel Harasimiuk , Aaron Wellman , Lindsay Frazier , Praphul Kumar
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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