公开(公告)号：US20250071211A1

公开(公告)日：2025-02-27

申请号：US18797385

申请日：2024-08-07

Applicant: Slava Zhakov ,  Vyacheslav Sayko

Inventor： Slava Zhakov ,  Vyacheslav Sayko

IPC: H04M3/56 ,  G06F40/40 ,  G10L15/183 ,  G10L15/22 ,  H04L51/02 ,  H04M3/51 ,  H04M3/523

Abstract: A method for training AI models and interacting with customers during customer service sessions using one or more of the AI models is described. The method can be implemented on a cloud architecture where processing and storage resources used to support the AI models can be scaled based on demand. Customer interactions can be recorded and/or monitored in order to provide data for additional training for the AI models. In some embodiments, customer interactions are monitored in real-time in order to make decisions about whether to switch to an AI model more likely to provide a customer more accurate answers and/or a higher level of customer satisfaction.

公开(公告)号：US20140072115A1

公开(公告)日：2014-03-13

申请号：US13753443

申请日：2013-01-29

Applicant: Petr Makagon ,  Slava Sayko ,  Gennadiy Chuyeshov ,  Slava Zhakov

Inventor： Petr Makagon ,  Slava Sayko ,  Gennadiy Chuyeshov ,  Slava Zhakov

IPC: H04M3/51

CPC classification number: H04M3/5183 ,  G06F8/34 ,  H04M3/5175 ,  H04M3/523 ,  H04M2201/42 ,  H04M2203/355 ,  H04M2203/408

Abstract: A system and method for configuring routing logic for a contact center is provided. A plurality of routing templates is displayed for user selection. Each of the routing templates is associated with metadata defining one or more parameters of the corresponding routing template. A contact center administrator selects one of the displayed templates and further identifies an entry point to the contact center to which the selected routing template applies. The parameters defined for the selected template are displayed for prompting user input. The administrator provides input values for the displayed parameters. The user input values are saved in association with the corresponding parameters and further in association with the identified entry point. The saved user input values are then retrieved for routing a particular interaction arriving at the entry point.

Abstract translation: 提供了一种用于配置联络中心的路由逻辑的系统和方法。 显示多个路由模板用于用户选择。 每个路由模板与定义相应路由模板的一个或多个参数的元数据相关联。 联络中心管理员选择一个显示的模板，并进一步标识所选路由模板应用到的联络中心的入口点。 显示为选定模板定义的参数，以提示用户输入。 管理员提供显示参数的输入值。 与相应的参数相关联地保存用户输入值，并进一步与所识别的入口点相关联。 然后检索保存的用户输入值，用于路由到达入口点的特定交互。

公开(公告)号：US20120101865A1

公开(公告)日：2012-04-26

申请号：US12910179

申请日：2010-10-22

Applicant: Slava Zhakov

Inventor： Slava Zhakov

IPC: G06Q10/00

CPC classification number: G06Q10/06311 ,  G06Q10/06398

Abstract: A method for routing transactions from customers to agents follows a process of receiving, at a routing server, a transaction to route, and soliciting the customers before connection to an agent, to rate the agents after agent interaction, and checking for existing customer routing profiles. Upon finding an existing routing profile for a customer, checking for existing routing profiles of available agents, and finding existing agent routing profiles, routing customer to agent by matching routing profiles. If no existing routing profile is found for a customer, routing to an agent by a default routing strategy.

Abstract translation: 用于将事务从客户路由到代理的方法遵循在路由服务器处接收交易以在连接到代理之前路由和请求客户以在代理交互之后评估代理以及检查现有客户路由简档的过程 。 在找到客户的现有路由配置文件时，检查可用代理的现有路由配置文件，以及查找现有代理路由配置文件，通过匹配路由配置文件将客户路由到代理。 如果没有为客户找到现有的路由配置文件，则通过默认路由策略路由到代理。

公开(公告)号：US09270827B2

公开(公告)日：2016-02-23

申请号：US13607592

申请日：2012-09-07

Applicant: Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

IPC: G06F15/173 ,  H04L12/16 ,  H04M3/00 ,  H04M3/523 ,  H04M3/51 ,  H04L12/26 ,  H04M3/22

CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

Abstract translation: 支持多个联络中心的系统包括耦合在专用网络（例如，MPLS网络）和远程计算环境（例如云​​环境）之间的通信网络。 远程计算环境中的服务器系统监视不同网段的健康状况（例如，通信网络和远程计算环境之间的连接的带宽，租户访问专用网络使用的链路的带宽等）。 当由于网段的健康状态参数达到阈值确定一个或多个联络中心的语音对话的服务质量处于风险时，触发适当的系统反应。 系统反应可能会将以后的呼叫卸载到对等远程计算环境中，以便将来呼叫。 系统反应也可以是取消出站活动，提供预先确定的“对不起”消息等。

公开(公告)号：US20140075009A1

公开(公告)日：2014-03-13

申请号：US13607592

申请日：2012-09-07

Applicant: Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

IPC: H04L12/26

CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

Abstract translation: 支持多个联络中心的系统包括耦合在专用网络（例如，MPLS网络）和远程计算环境（例如云​​环境）之间的通信网络。 远程计算环境中的服务器系统监视不同网段的健康状况（例如，通信网络和远程计算环境之间的连接的带宽，租户访问专用网络使用的链路的带宽等）。 当由于网段的健康状态参数达到阈值确定一个或多个联络中心的语音对话的服务质量处于风险时，触发适当的系统反应。 系统反应可能会将以后的呼叫卸载到对等远程计算环境中，以便将来呼叫。 系统反应也可以是取消出站活动，提供预先确定的“对不起”消息等。

公开(公告)号：US20140071980A1

公开(公告)日：2014-03-13

申请号：US13668200

申请日：2012-11-02

Applicant: Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

IPC: H04L12/66

CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

Abstract translation: 支持多个联络中心的系统包括耦合在专用网络（例如，MPLS网络）和远程计算环境（例如云​​环境）之间的通信网络。 远程计算环境中的服务器系统监视不同网段的健康状况（例如，通信网络和远程计算环境之间的连接的带宽，租户访问专用网络使用的链路的带宽等）。 当由于网段的健康状态参数达到阈值确定一个或多个联络中心的语音对话的服务质量处于风险时，触发适当的系统反应。 系统反应可能会将以后的呼叫卸载到对等远程计算环境中，以便将来呼叫。 系统反应也可以是取消出站活动，提供预先确定的“对不起”消息等。

公开(公告)号：US20140072116A1

公开(公告)日：2014-03-13

申请号：US13668175

申请日：2012-11-02

Applicant: Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

Inventor： Galina Kovalenko ,  Slava Sayko ,  Slava Zhakov

IPC: H04M3/523

CPC classification number: H04M3/5237 ,  H04L12/1827 ,  H04L43/04 ,  H04L43/0882 ,  H04L43/16 ,  H04L45/22 ,  H04L65/80 ,  H04M3/2227 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/406 ,  H04M2203/407

Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

Abstract translation: 支持多个联络中心的系统包括耦合在专用网络（例如，MPLS网络）和远程计算环境（例如云​​环境）之间的通信网络。 远程计算环境中的服务器系统监视不同网段的健康状况（例如，通信网络和远程计算环境之间的连接的带宽，租户访问专用网络使用的链路的带宽等）。 当由于网段的健康状态参数达到阈值确定一个或多个联络中心的语音对话的服务质量处于风险时，触发适当的系统反应。 系统反应可能会将以后的呼叫卸载到对等远程计算环境中，以便将来呼叫。 系统反应也可以是取消出站活动，提供预先确定的“对不起”消息等。