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公开(公告)号：US09979823B2
公开(公告)日：2018-05-22
申请号：US15250323
申请日：2016-08-29
Inventor： Theodore Wallace Mitchell , Christopher John Decker , Daniel S. Stoops
CPC classification number: H04M3/5191 , H04L12/1895 , H04L51/14 , H04L51/30 , H04M3/2281 , H04M3/5158 , H04W4/14
Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.
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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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Patent Agency Ranking
公开(公告)号：US10264126B2
公开(公告)日：2019-04-16
申请号：US15982539
申请日：2018-05-17
Inventor： Theodore Wallace Mitchell , Christopher John Decker , Daniel S. Stoops
Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.
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公开(公告)号：US20180063329A1
公开(公告)日：2018-03-01
申请号：US15250323
申请日：2016-08-29
Inventor： Theodore Wallace Mitchell , Christopher John Decker , Daniel S. Stoops
IPC: H04M3/51
CPC classification number: H04M3/5191 , H04L12/1895 , H04L51/14 , H04L51/30 , H04M3/2281 , H04M3/5158 , H04W4/14
Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.
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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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7.发明申请公开(公告)号：US20180270353A1
公开(公告)日：2018-09-20
申请号：US15982539
申请日：2018-05-17
Inventor： Theodore Wallace Mitchell , Christopher John Decker , Daniel S. Stoops
CPC classification number: H04M3/5191 , H04L12/1895 , H04L51/14 , H04L51/30 , H04M3/2281 , H04M3/5158 , H04M2203/2072 , H04W4/14
Abstract: A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.
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公开(公告)号：US20180129942A1
公开(公告)日：2018-05-10
申请号：US15865161
申请日：2018-01-08
Inventor： Cliff W. Bell , Daniel S. Stoops
CPC classification number: G06N5/02 , G06F16/3329 , 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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