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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
CPC分类号： H04M3/5183 , H04M3/4936 , H04M3/5166 , H04M3/523 , H04M3/5232 , H04M3/5238 , H04M2203/256 , H04M2203/556
摘要： 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：US20170163804A1
公开(公告)日：2017-06-08
申请号：US15438593
申请日：2017-02-21
发明人： Ahmed Tewfik Bouzid , Prakash Bhagwan Durgani , Lei Huang , Charles Qichi Lu , Rong Ma , Vadim Snitkovsky
CPC分类号： H04M3/5158 , G10L25/51 , G10L25/78 , H04M3/42161 , H04M3/533 , H04M2201/40 , H04M2203/2027 , H04M2242/18
摘要： A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.
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公开(公告)号：US20170155766A1
公开(公告)日：2017-06-01
申请号：US15431385
申请日：2017-02-13
IPC分类号： H04M3/51
CPC分类号： H04M3/5166 , H04M3/42144 , H04M3/42153 , H04M3/493 , H04M3/4933 , H04M3/51 , H04M3/5133 , H04M3/5191 , H04M2201/42 , H04M2203/402 , H04M2203/551
摘要： Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.
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公开(公告)号：US09571646B2
公开(公告)日：2017-02-14
申请号：US14868335
申请日：2015-09-28
CPC分类号： H04M3/5183 , H04M3/4936 , H04M3/5166 , H04M3/523 , H04M3/5232 , H04M3/5238 , H04M2203/256 , H04M2203/556
摘要： 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.
摘要翻译： 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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5.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
发明人： Ahmed Tewfik Bouzid , Pawel Harasimiuk , Aaron Wellman , Praphul Kumar , Herbert Willi Artur Ristock
IPC分类号： H04M3/523
摘要： 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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6.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
发明人： Ahmed Tewfik Bouzid , Pawel Harasimiuk , Aaron Wellman , Praphul Kumar , Herbert Willi Artur Ristock
CPC分类号： H04M3/5233 , H04M3/5232 , H04M2242/30
摘要： 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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7.发明授权公开(公告)号：US10666804B2
公开(公告)日：2020-05-26
申请号：US15968581
申请日：2018-05-01
发明人： Ahmed Tewfik Bouzid , Pawel Harasimiuk , Aaron Wellman , Praphul Kumar , Herbert Willi Artur Ristock
IPC分类号： H04M3/523
摘要： 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：US20180152560A1
公开(公告)日：2018-05-31
申请号：US15865142
申请日：2018-01-08
CPC分类号： H04M3/5183 , H04M3/4936 , H04M3/5166 , H04M3/523 , H04M3/5232 , H04M3/5238 , H04M2203/256 , H04M2203/556
摘要： 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：US09706050B2
公开(公告)日：2017-07-11
申请号：US15094929
申请日：2016-04-08
CPC分类号： 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
摘要： 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.
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公开(公告)号：US10581773B2
公开(公告)日：2020-03-03
申请号：US15896835
申请日：2018-02-14
IPC分类号： H04L12/58 , G06F3/0481 , G06F16/958
摘要： A user is prompted to select a social site for generating a voice enabled social artifact. A user selection of the social site is received. Responsive to receiving the user selection, information associated with an account of the user on the social site is obtained. The user is prompted to select a social artifact associated with the social site for voice enablement. A user selection of the social artifact is received. The selected social artifact is configured for voice enablement. The selected social artifact is displayed on the social site with an indication that the selected social artifact is voice enabled.
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