公开(公告)号：US20180270356A1

公开(公告)日：2018-09-20

申请号：US15980995

申请日：2018-05-16

Applicant: Interactive Intelligence Group, Inc.

Inventor： Alexander G. Dumaine ,  Richard J. Walsh

IPC: H04M3/523 ,  H04M3/51 ,  H04N7/14 ,  G06K9/62 ,  G06K9/00 ,  G06Q30/00 ,  G06Q10/06

CPC classification number: H04M3/5232 ,  G06K9/00268 ,  G06K9/00315 ,  G06K9/6267 ,  G06Q10/063112 ,  G06Q30/016 ,  H04M3/5183 ,  H04M2201/50 ,  H04M2203/2038 ,  H04N7/147

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

公开(公告)号：US10044865B2

公开(公告)日：2018-08-07

申请号：US15612919

申请日：2017-06-02

Applicant: Interactive Intelligence Group, Inc.

Inventor： Alexander G. Dumaine ,  Richard J. Walsh

IPC: H04M3/52 ,  H04M3/523 ,  G06Q10/06 ,  G06Q30/00 ,  G06K9/00 ,  G06K9/62 ,  H04N7/14 ,  H04M3/51

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

公开(公告)号：US10462300B2

公开(公告)日：2019-10-29

申请号：US15980995

申请日：2018-05-16

Applicant: Interactive Intelligence Group, Inc.

Inventor： Alexander G. Dumaine ,  Richard J. Walsh

IPC: H04M3/523 ,  G06K9/00 ,  G06K9/62 ,  G06Q10/06 ,  G06Q30/00 ,  H04M3/51 ,  H04N7/14

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

公开(公告)号：US20170353605A1

公开(公告)日：2017-12-07

申请号：US15612919

申请日：2017-06-02

Applicant: Interactive Intelligence Group, Inc.

Inventor： Alexander G. Dumaine ,  Richard J. Walsh

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06 ,  G06K9/00 ,  G06K9/62 ,  H04N7/14 ,  G06Q30/00

CPC classification number: H04M3/5232 ,  G06K9/00268 ,  G06K9/00315 ,  G06K9/6267 ,  G06Q10/063112 ,  G06Q30/016 ,  H04M3/5183 ,  H04N7/147

Abstract: Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.