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公开(公告)号：US10346635B2
公开(公告)日：2019-07-09
申请号：US15169317
申请日：2016-05-31
Inventor： Praphul Kumar , Rajesh Ramchander , Herbert Willi Artur Ristock , Romiben Patel
Abstract: Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.
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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
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
CPC classification number: H04M3/5183 , H04M3/4936 , H04M3/5166 , H04M3/523 , H04M3/5232 , H04M3/5238 , H04M2203/256 , H04M2203/556
Abstract: 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：US20170344754A1
公开(公告)日：2017-11-30
申请号：US15169317
申请日：2016-05-31
Inventor： Praphul Kumar , Rajesh Ramchander , Herbert Willi Artur Ristock , Romiben Patel
CPC classification number: G06F21/6245 , G06F16/285 , G06F21/6218 , H04M3/5175 , H04M2203/401 , H04M2203/402 , H04M2203/60
Abstract: Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.
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公开(公告)号：US20170317965A1
公开(公告)日：2017-11-02
申请号：US15652182
申请日：2017-07-17
Inventor： Pawel Harasimiuk , Aaron Wellman , Lindsay Frazier , Praphul Kumar
CPC classification number: H04L51/32 , H04M3/5191 , H04M2203/655
Abstract: A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.
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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
Inventor： Praphul Kumar , Yochai Konig , Ahmed Tewfik Bouzid , Ashish Thakkar , Leon Vymenets
IPC: H04M3/51
CPC classification number: H04M3/5166 , H04M3/42144 , H04M3/42153 , H04M3/493 , H04M3/4933 , H04M3/51 , H04M3/5133 , H04M3/5191 , H04M2201/42 , H04M2203/402 , H04M2203/551
Abstract: 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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Patent Agency Ranking
公开(公告)号：US09571646B2
公开(公告)日：2017-02-14
申请号：US14868335
申请日：2015-09-28
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
CPC classification number: H04M3/5183 , H04M3/4936 , H04M3/5166 , H04M3/523 , H04M3/5232 , H04M3/5238 , H04M2203/256 , H04M2203/556
Abstract: 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.
Abstract translation: 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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公开(公告)号：US20150350437A1
公开(公告)日：2015-12-03
申请号：US14723429
申请日：2015-05-27
Inventor： Leonid Vymenets , Praphul Kumar , Herbert Willi Artur Ristock , Vyacheslav Zhakov
IPC: H04M3/51 , G06F3/0484 , H04M3/523
CPC classification number: H04M3/5175 , G06F3/04842 , G06Q30/016 , H04M3/2227 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M7/0012
Abstract: In a system for managing an interaction flow for a contact center, 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: display on a graphical display, an interaction flow canvas and an interaction block selection tool; receive a user input to add a first interaction block to the interaction flow canvas; generate a first interaction instruction corresponding to the first interaction block; and receive a user input to add a second interaction block to the interaction flow canvas, wherein the first interaction instruction comprises an instruction for proceeding to the second interaction block after a criterion of the first interaction block is satisfied.
Abstract translation: 在用于管理联络中心的交互流的系统中，所述系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器在其上存储有指令，所述指令在由所述处理器执行时使得所述处理器：在图形显示器上显示交互流画布和交互块选择工具; 接收用户输入以向交互流画布添加第一交互块; 生成对应于第一交互块的第一交互指令; 并且接收用户输入以将第二交互块添加到所述交互流画布，其中所述第一交互指令包括在满足所述第一交互块的标准之后进行到所述第二交互块的指令。
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8.发明申请公开(公告)号：US20150350436A1
公开(公告)日：2015-12-03
申请号：US14723428
申请日：2015-05-27
Inventor： Leonid Vymenets , Praphul Kumar , Herbert Willi Artur Ristock , Vyacheslav Zhakov
CPC classification number: H04M3/5175 , G06F3/04842 , G06Q30/016 , H04M3/2227 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M7/0012
Abstract: In a system for executing an interaction flow for a customer contact center, 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: route an interaction conducted in a first communication channel to an electronic device; monitor the interaction conducted in the first communication channel; store data associated with the interaction conducted in the first communication channel in the memory; conduct the interaction in a second communication channel; in response to conducting the interaction to the second communication channel, retrieve the data associated with the interaction conducted in the first communication channel; and output the retrieved data to the electronic device.
Abstract translation: 在用于执行客户联络中心的交互流的系统中，所述系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器已经存储有指令，所述指令在被所述处理器执行时使所述处理器：将在第一通信信道中进行的交互路由路由到电子设备; 监测在第一通信信道中进行的交互; 存储与存储器中的第一通信信道中进行的交互相关联的数据; 在第二通信信道中进行交互; 响应于进行与第二通信信道的交互，检索与在第一通信信道中进行的交互相关联的数据; 并将检索到的数据输出到电子设备。
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公开(公告)号：US10359923B2
公开(公告)日：2019-07-23
申请号：US15069678
申请日：2016-03-14
Inventor： Praphul Kumar , Leon Vymenets
IPC: G06F17/22 , G06Q30/00 , H04L29/08 , G06F3/0482 , G06F3/0483 , G06F3/0484
Abstract: An interface for configuring an interaction site is provided. First values corresponding to first parameters of an interaction page of the one or more interaction pages are received. Recommended interaction pages for the interaction site are selected based on the first values. An interface for selecting any interaction page of the recommended interaction pages is provided. Data indicating a selection of a particular interaction page is received. In response to receiving the data indicating the selection of the particular interaction page, an interface for configuring the particular interaction page is provided. Second values corresponding to second parameters of the particular interaction page are received. A second multi-step communication flow is determined based on (i) values corresponding to the parameters associated with the first multi-step communication flow and (ii) the second values. An interaction flow document including code for the interaction site specifying the second multi-step communication flow is generated.
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公开(公告)号：US10270908B2
公开(公告)日：2019-04-23
申请号：US15289932
申请日：2016-10-10
Inventor： Praphul Kumar , Scott Kolman , Andrea Friio , Yochai Konig
Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.
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