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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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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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Patent Agency Ranking
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：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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