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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
Inventor： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
IPC: H04M3/00 , H04M5/00 , H04M3/42 , H04M3/51 , H04L12/58 , G06Q30/00 , G06Q10/06 , H04M3/54 , H04M3/493 , H04M17/00
CPC classification number: H04M3/5191 , G06Q10/06316 , G06Q30/016 , H04L51/02 , H04L51/046 , H04L51/14 , H04M3/493 , H04M3/54 , H04M17/205
Abstract: 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：US10038787B2
公开(公告)日：2018-07-31
申请号：US15149031
申请日：2016-05-06
Inventor： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
CPC classification number: H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
Abstract: 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
Inventor： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
CPC classification number: H04M3/5191 , G06Q10/06316 , G06Q30/016 , H04L51/02 , H04L51/046 , H04L51/14 , H04M3/493 , H04M3/54 , H04M17/205
Abstract: 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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Patent Agency Ranking
公开(公告)号：US20170324867A1
公开(公告)日：2017-11-09
申请号：US15149031
申请日：2016-05-06
Inventor： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
CPC classification number: H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
Abstract: 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：US09723145B2
公开(公告)日：2017-08-01
申请号：US14726471
申请日：2015-05-30
Inventor： Cliff Bell , Daniel Stoops , Steve O'Donoghue , Herbert Ristock
CPC classification number: H04M3/5175 , G06Q10/06393 , G06Q10/06398
Abstract: A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.
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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
Inventor： Paul Segre , Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Steve O'Donoghue
CPC classification number: H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
Abstract: 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
Inventor： Paul Segre , Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Steve O'Donoghue
CPC classification number: H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
Abstract: 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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8.发明申请SYSTEM AND METHOD FOR ANALYSIS AND CORRELATION OF SCORING AND CUSTOMER SATISFACTION 有权用于分析和客户满意度分析和关联的系统和方法公开(公告)号：US20160352900A1
公开(公告)日：2016-12-01
申请号：US14726471
申请日：2015-05-30
Inventor： Cliff Bell , Daniel Stoops , Steve O'Donoghue , Herbert Ristock
CPC classification number: H04M3/5175 , G06Q10/06393 , G06Q10/06398
Abstract: A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.
Abstract translation: 系统和方法包括提供客户和代理之间的交互的联络中心。 分析服务器与联络中心连接，以解析交互的文本，并根据解析的文本确定交互的意图和主题。 分析服务器基于将意图和主题与意图和与显式调查分数相关联的交互的主题进行比较来确定交互的隐含调查分数。
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