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公开(公告)号：US09942399B2
公开(公告)日：2018-04-10
申请号：US14447598
申请日：2014-07-30
CPC分类号： H04M3/5175
摘要： A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.
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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：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：US10412219B2
公开(公告)日：2019-09-10
申请号：US15907121
申请日：2018-02-27
IPC分类号： H04M3/51
摘要： A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.
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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：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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