Predictive mapping for routing telephone calls

    公开(公告)号:US11463587B1

    公开(公告)日:2022-10-04

    申请号:US16808888

    申请日:2020-03-04

    Applicant: UIPCO, LLC

    Abstract: Predictive mapping technology is used to route a telephone call from a user to a customer service representative. The disclosed technology can use any one or more of the following factors to map a telephone call from a user to a customer service representative: (1) a sentiment score based on a topic of conversation; (2) an experience score of the customer service representative with a topic of conversation; and (3) a performance score of the customer service representative in managing a topic of conversation.

    Method and apparatus for interactive voice response

    公开(公告)号:US11146679B1

    公开(公告)日:2021-10-12

    申请号:US16887392

    申请日:2020-05-29

    Applicant: UIPCO, LLC

    Abstract: A system and method for providing an interactive voice response dialogue by using a cloud computing system coupled to a mobile computing device. The cloud computing system may receive a request from a mobile computing device to initiate communication with an interactive voice response system having a tree structure including audio files in the cloud computing system. An interactive voice response dialogue may be conducted using the cloud computing system when the mobile computing device does not have the capacity to receive the one or more files. When the mobile computing device does have the capacity to receive the one or more files, one or more files may be transmitted from the cloud computing system to the mobile computing device, so that he mobile computing device may conduct the interactive voice response dialogue.

    Independent notification system for authentication

    公开(公告)号:US10986226B1

    公开(公告)日:2021-04-20

    申请号:US16842613

    申请日:2020-04-07

    Applicant: UIPCO, LLC

    Abstract: When a customer service representative (CSR) calls a customer, the customer may be able to authenticate himself or herself by providing the CSR with personal identifying information. However, the CSR may be unable to provide information to authenticate himself or herself to the customer. Thus, this patent document describes authentication techniques that can allow the CSR to authenticate himself or herself to the customer. For example, before or during a call that the second person (e.g., CSR) initiates to call a first person (e.g., customer), a notification message may be sent to the first person's user device. The content of notification message displayed on the user device may provide information to the first person which can allow the first person to determine whether the second person is trustworthy.

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