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公开(公告)号：US10038787B2
公开(公告)日：2018-07-31
申请号：US15149031
申请日：2016-05-06
发明人： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
CPC分类号： H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
摘要： In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.
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公开(公告)号：US20170324868A1
公开(公告)日：2017-11-09
申请号：US15149071
申请日：2016-05-06
发明人： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
CPC分类号： H04M3/5191 , G06Q10/06316 , G06Q30/016 , H04L51/02 , H04L51/046 , H04L51/14 , H04M3/493 , H04M3/54 , H04M17/205
摘要： In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.
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公开(公告)号：US20170324867A1
公开(公告)日：2017-11-09
申请号：US15149031
申请日：2016-05-06
发明人： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
CPC分类号： H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
摘要： In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.
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公开(公告)号：US09866693B2
公开(公告)日：2018-01-09
申请号：US15149071
申请日：2016-05-06
发明人： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
IPC分类号： H04M3/00 , H04M5/00 , H04M3/42 , H04M3/51 , H04L12/58 , G06Q30/00 , G06Q10/06 , H04M3/54 , H04M3/493 , H04M17/00
CPC分类号： H04M3/5191 , G06Q10/06316 , G06Q30/016 , H04L51/02 , H04L51/046 , H04L51/14 , H04M3/493 , H04M3/54 , H04M17/205
摘要： In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.
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公开(公告)号：US09774739B2
公开(公告)日：2017-09-26
申请号：US14221202
申请日：2014-03-20
IPC分类号： G06F15/173 , H04M3/523 , H04L29/08
CPC分类号： H04M3/5232 , H04L67/1002 , H04M3/5237
摘要： A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.
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公开(公告)号：US09912810B2
公开(公告)日：2018-03-06
申请号：US15178503
申请日：2016-06-09
发明人： Paul Segre , Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Steve O'Donoghue
CPC分类号： H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
摘要： In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.
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公开(公告)号：US20170324866A1
公开(公告)日：2017-11-09
申请号：US15178503
申请日：2016-06-09
发明人： Paul Segre , Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Steve O'Donoghue
CPC分类号： H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
摘要： In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.
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公开(公告)号：US09588830B2
公开(公告)日：2017-03-07
申请号：US14221121
申请日：2014-03-20
IPC分类号： G06F9/46 , G06F9/50 , H04L12/26 , H04M11/00 , G06F11/00 , H04L29/14 , H04M3/51 , H04M3/22 , H04M3/523 , H04L12/707 , H04L29/06
CPC分类号： G06F11/00 , H04L43/04 , H04L43/0882 , H04L43/16 , H04L45/22 , H04L65/00 , H04L65/1069 , H04L65/1073 , H04L69/40 , H04M3/2227 , H04M3/5175 , H04M3/5183 , H04M3/523 , H04M3/5233 , H04M2203/402 , H04M2203/407
摘要： A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.
摘要翻译： 在分布式联络中心环境中用于本地生存能力的系统和方法具有在第一联络中心节点中接收第一交互请求的第一处理器。 响应于交互请求，第一处理器向第二联络中心节点发送第一消息。 第一消息被配置为调用与第二联系中心节点相关联的第一资源，以经由第一资源来处理交互。 第一个处理器监视与第二个联络中心节点的连接。 第一处理器接收第二个交互请求，并进一步确定与第二联络中心节点的连接不足。 响应于确定与第二联络中心节点没有连接，第一处理器禁止向第二联络中心节点发送第二消息。 根据一个实施例，第二消息用于调用与第二联络中心节点相关联的第二资源，以经由第二资源来处理交互。
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公开(公告)号：US10567587B2
公开(公告)日：2020-02-18
申请号：US15714869
申请日：2017-09-25
IPC分类号： G06F15/173 , H04M3/523 , H04L29/08
摘要： A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.
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公开(公告)号：US20160364494A1
公开(公告)日：2016-12-15
申请号：US15250484
申请日：2016-08-29
发明人： Paul Segre
CPC分类号： G06F16/9535 , G06F9/4451 , G06F9/451 , G06F9/453 , G06F16/248 , G06Q10/107 , G06Q30/01 , G06Q30/0281 , G06Q50/01 , H04L67/306 , H04M1/576 , H04M3/42068
摘要： A method for displaying context information on a user device, the method includes: identifying a triggering event associated with a contact; identifying a user associated with the user device; identifying a personalized configuration profile is based on at least one of an attribute of the contact attribute or an attribute of the user; identifying the context information associated with the personalized configuration profile; and retrieving the context information for displaying on the user device.
摘要翻译： 一种用于在用户设备上显示上下文信息的方法，所述方法包括：识别与联系人相关联的触发事件; 识别与所述用户设备相关联的用户; 识别个性化配置简档基于联系人属性的属性或用户的属性中的至少一个; 识别与个性化配置简档相关联的上下文信息; 以及检索用于在用户设备上显示的上下文信息。
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