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公开(公告)号：US20190207829A1
公开(公告)日：2019-07-04
申请号：US16298404
申请日：2019-03-11
Inventor： Daniel Stewart Stoops , Lizanne Kaiser , Cliff W. Bell
IPC: H04L12/24
CPC classification number: H04L41/5061 , H04L41/0686
Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.
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公开(公告)号：US20170359232A1
公开(公告)日：2017-12-14
申请号：US15176502
申请日：2016-06-08
Inventor： Daniel Stewart Stoops , Lizanne Kaiser , Cliff W. Bell
CPC classification number: H04L41/5061 , H04L41/0686
Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.
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公开(公告)号：US10277478B2
公开(公告)日：2019-04-30
申请号：US15176502
申请日：2016-06-08
Inventor： Daniel Stewart Stoops , Lizanne Kaiser , Cliff W. Bell
IPC: H04L12/24
Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.
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公开(公告)号：US20170359421A1
公开(公告)日：2017-12-14
申请号：US15176400
申请日：2016-06-08
Inventor： Daniel Stewart Stoops , Lizanne Kaiser , Cliff W. Bell
IPC: H04L29/08
Abstract: A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service interface. Second event data that includes the state of the registered device and information that enables the user to establish the communications session with the contact center may be provided to a user of the user device.
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公开(公告)号：US10673954B2
公开(公告)日：2020-06-02
申请号：US15176400
申请日：2016-06-08
Inventor： Daniel Stewart Stoops , Lizanne Kaiser , Cliff W. Bell
Abstract: A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service interface. Second event data that includes the state of the registered device and information that enables the user to establish the communications session with the contact center may be provided to a user of the user device.
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Patent Agency Ranking
公开(公告)号：US09864952B2
公开(公告)日：2018-01-09
申请号：US14449018
申请日：2014-07-31
Inventor： Cliff W. Bell , Daniel S. Stoops
CPC classification number: G06N5/02 , G06F17/30654 , G06N5/04 , G06N5/048 , G06Q30/016 , G06Q30/0203 , H04L51/02
Abstract: In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer.
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公开(公告)号：US20150347900A1
公开(公告)日：2015-12-03
申请号：US14449018
申请日：2014-07-31
Inventor： Cliff W. Bell , Daniel S. Stoops
CPC classification number: G06N5/02 , G06F17/30654 , G06N5/04 , G06N5/048 , G06Q30/016 , G06Q30/0203 , H04L51/02
Abstract: In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer.
Abstract translation: 在用于知识系统管理的系统中，该系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器从客户接收问题; 确定是否不满足获得对问题的自动回复的第一个标准; 响应于确定该问题满足第一标准，将该问题传送到知识系统以产生对问题的自动响应; 从知识体系中接收对问题的自动回复; 确定自动响应是否满足用于向客户提供自动响应的第二标准; 并且响应于确定所述自动响应满足所述第二标准，将所述自动响应发送到由所述客户操作的电子设备。
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公开(公告)号：US11461667B2
公开(公告)日：2022-10-04
申请号：US15865161
申请日：2018-01-08
Inventor： Cliff W. Bell , Daniel S. Stoops
Abstract: In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer.
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公开(公告)号：US10812347B2
公开(公告)日：2020-10-20
申请号：US16298404
申请日：2019-03-11
Inventor： Daniel Stewart Stoops , Lizanne Kaiser , Cliff W. Bell
IPC: H04L12/24
Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.
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公开(公告)号：US20200294101A1
公开(公告)日：2020-09-17
申请号：US16814314
申请日：2020-03-10
Inventor： Cliff W. Bell , Daniel Stewart Stoops
Abstract: A collection of bots is provided that can support predictive routing through mapping customers to the bots. The variety of bot personalities may be provided in a plurality of dimensions such as: utterances used for recognition training, intents supported, and the responses the bot provides. A bot can be trained on collected utterances that are segmented by predictive routing. Human agents who have been classified can be used to segment utterance training so that a specific bot instantiation is trained on utterances typical of a customer who prefers that agent classification. Supported intents can be reflective of the utterance training for the specific classification of an agent. The responses of the bot can also be tailored to the personality typical of the age classification. Each bot response can be syntactically different in a conversation based on the bot segmentation.
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