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公开(公告)号：US10582054B2
公开(公告)日：2020-03-03
申请号：US15611753
申请日：2017-06-01
Inventor： Vyacheslav Zhakov
Abstract: A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored activities. An outcome for a particular contact center may be predicted based on monitored interactions for the particular contact center, and based on information in the knowledge base. An output is then generated based on the predicted outcome.
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公开(公告)号：US10194028B2
公开(公告)日：2019-01-29
申请号：US15910828
申请日：2018-03-02
Inventor： Leonid Vymenets , David Beilis , Michael Davies , Aaron Surty , Vyacheslav Zhakov , Adrian Lee-Kwen
Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.
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公开(公告)号：US20170111509A1
公开(公告)日：2017-04-20
申请号：US14887297
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
IPC: H04M3/523
CPC classification number: H04M3/5233 , H04M3/5232 , H04M3/5238 , H04M2203/40 , H04M2203/401 , H04M2203/655
Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
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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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5.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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Patent Agency Ranking
公开(公告)号：US10484539B2
公开(公告)日：2019-11-19
申请号：US14723431
申请日：2015-05-27
Inventor： Praphul Kumar , Leonid Vymenets , Herbert Willi Artur Ristock , Vyacheslav Zhakov
Abstract: In a system for managing an interaction flow, 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: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the predesigned interaction flows relevant to the communication.
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公开(公告)号：US10250753B2
公开(公告)日：2019-04-02
申请号：US14565684
申请日：2014-12-10
Inventor： Herbert Willi Artur Ristock , Vyacheslav Zhakov , Yevgeniy Petrovykh
Abstract: A communication system has a network-connected server comprising a processor and a coupled data repository and software executing on the processor from a non-transitory medium. The software provides a first function establishing a communication session between an initiator and an agent of an enterprise hosting the system, a second function gathering information about persons other than the initiator and the agent as potential conference participants, a third function generating and sending invitations to a conference to include the initiator and the agent to individual ones of the potential conference participants, and a fourth function connecting those accepting invitations to the conference.
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公开(公告)号：US20180115649A1
公开(公告)日：2018-04-26
申请号：US15853064
申请日：2017-12-22
Inventor： Vyacheslav Zhakov
CPC classification number: H04M7/0075 , H04M3/5166 , H04M15/08 , H04M15/56 , H04M15/8044 , H04M2242/15
Abstract: A system for managing customer-to-business voice communication has a network-connected communications device and instructions executable on the communications device from a non-transitory physical medium, the instructions providing a first function for determining if a destination asserted requires treatment, a second function for sending data from the communications device to a network-connected server, a third function for receiving alternative destination information from the server, and a fourth function for establishing communication with the business based on the returned destination information.
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公开(公告)号：US20180097941A1
公开(公告)日：2018-04-05
申请号：US15820398
申请日：2017-11-21
Inventor： Herbert W.A. Ristock , Grygoriy Budilovsky , Vyacheslav Zhakov
CPC classification number: H04M3/541 , H04L65/1006 , H04L65/1096 , H04M3/5183 , H04M7/006
Abstract: A system and method provide an indication by a calling device of a transfer preference for an interaction with a called device. The called device is enabled or restricted to transfer the interaction based on the transfer preference. The transfer preference is provided by a session initiation protocol or various other call topologies.
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公开(公告)号：US09635181B1
公开(公告)日：2017-04-25
申请号：US14887297
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5233 , H04M3/5232 , H04M3/5238 , H04M2203/40 , H04M2203/401 , H04M2203/655
Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
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