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公开(公告)号：US09398155B2
公开(公告)日：2016-07-19
申请号：US14475761
申请日：2014-09-03
Applicant: Verizon Patent and Licensing Inc.
Inventor： Michael Brimshan , Thomas Robert Hessel , Jonathan Doucette , Cuong Do-Vu
CPC classification number: H04M3/5231 , H04M3/493 , H04M3/5166 , H04M3/5183
Abstract: A system related to connecting customers to agents of a business includes an inbound (INB) interactive voice response (IVR) computer, an outbound (OUTB) IVR, and a computer telephony interface (CTI) computer. The INB IVR computer receives an inbound call from a customer and determines that there is a delay in a call queue of a call center. The OUTB IVR places an agent outbound call (on behalf of the customer) to the INB IVR which is then placed into the queue of the call center in response to the customer selecting a call-back option. The CTI computer then monitors the call center, and sends a notification to the OUTB IVR processor in response to the agent outbound call connecting to the available agent. Responsive to the notification, the OUTB IVR computer places a customer outbound call to the customer to connect the customer to the available agent.
Abstract translation: 将客户连接到业务代理的系统包括入站（INB）交互式语音应答（IVR）计算机，出站（OUTB）IVR和计算机电话接口（CTI）计算机。 INB IVR计算机接收来自客户的入站呼叫，并确定呼叫中心的呼叫队列中有延迟。 OUTB IVR将代理呼出（代表客户）发送到INB IVR，然后将INB IVR放入呼叫中心的队列中，以响应客户选择回叫选项。 然后，CTI计算机监视呼叫中心，并且响应于连接到可用代理的代理呼出呼叫向OUTB IVR处理器发送通知。 响应于通知，OUTB IVR计算机向客户发出客户呼叫，将客户连接到可用代理。
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公开(公告)号：US20240311841A1
公开(公告)日：2024-09-19
申请号：US18185125
申请日：2023-03-16
Applicant: Verizon Patent and Licensing Inc.
Inventor： Pradeep Bharthur SHANTHRAJ , Prasanna Rajagopal , Charles J. Forsythe , Sankar Shanmugam , Neil Thomas Razzano , Rahul Vijaya Rao , Ravneet Singh , Michael Brimshan , Vipul Jha , Lakshmi Ramanathan
IPC: G06Q30/016 , G06F9/451
CPC classification number: G06Q30/016 , G06F9/453
Abstract: In some implementations, a system may receive, from a user device, a support request to setup a support session via a first communication modality. The system may determine an intent associated with the support session. The system may provide, to the user device, information to enable a second communication modality for the support session based on the intent associated with the support session. The system may receive, from the user device, an indication of one or more user interactions during the support session via at least one of the first communication modality or the second communication modality. The system may determine an intent associated with the one or more user interactions. The system may provide, to the user device, one or more responses, based on the intent associated with the one or more user interactions, via the first communication modality and the second communication modality.
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公开(公告)号：US10320979B2
公开(公告)日：2019-06-11
申请号：US15699452
申请日：2017-09-08
Applicant: Verizon Patent and Licensing Inc.
Inventor： Michael Brimshan , Robert Paul Pittman , Rakshit Yagnik
Abstract: A device may receive, from a server device, a request for an initial action associated with an interactive voice response (IVR) service. The request may include a service identifier. The device may obtain a set of code segments for an IVR application that supports the IVR service by using the service identifier to search a data structure. The set of code segments may be associated with logic of the IVR application. The device may provide instructions associated with an initial code segment to the server device to cause the server device to execute the initial action via a communication with a user device. The device may selectively provide, to the server device, instructions associated with another code segment to cause the server device to execute a next action via the communication with the user device.
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公开(公告)号：US20160065739A1
公开(公告)日：2016-03-03
申请号：US14475761
申请日：2014-09-03
Applicant: Verizon Patent and Licensing Inc.
Inventor： Michael Brimshan , Thomas Robert Hessel , Jonathan Doucette , Cuong Do-Vu
CPC classification number: H04M3/5231 , H04M3/493 , H04M3/5166 , H04M3/5183
Abstract: A system related to connecting customers to agents of a business includes an inbound (INB) interactive voice response (IVR) computer, an outbound (OUTB) IVR, and a computer telephony interface (CTI) computer. The INB IVR computer receives an inbound call from a customer and determines that there is a delay in a call queue of a call center. The OUTB IVR places an agent outbound call (on behalf of the customer) to the INB IVR which is then placed into the queue of the call center in response to the customer selecting a call-back option. The CTI computer then monitors the call center, and sends a notification to the OUTB IVR processor in response to the agent outbound call connecting to the available agent. Responsive to the notification, the OUTB IVR computer places a customer outbound call to the customer to connect the customer to the available agent.
Abstract translation: 将客户连接到业务代理的系统包括入站（INB）交互式语音应答（IVR）计算机，出站（OUTB）IVR和计算机电话接口（CTI）计算机。 INB IVR计算机接收来自客户的入站呼叫，并确定呼叫中心的呼叫队列中有延迟。 OUTB IVR将代理呼出（代表客户）发送到INB IVR，然后将INB IVR放入呼叫中心的队列中，以响应客户选择回叫选项。 然后，CTI计算机监视呼叫中心，并且响应于连接到可用代理的代理呼出呼叫向OUTB IVR处理器发送通知。 响应于通知，OUTB IVR计算机向客户发出客户呼叫，将客户连接到可用代理。
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