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公开(公告)号：US11956385B2
公开(公告)日：2024-04-09
申请号：US17931603
申请日：2022-09-13
Applicant: Verizon Patent and Licensing Inc.
Inventor： Srinivasa Kaniganti , Madhu Talupur , Sankar Shanmugam , Amol Chakradeo , Rajeshkhanna Singa Ramalingam
CPC classification number: H04M3/493 , H04M3/5307 , H04M2203/1058
Abstract: A device may receive real time audio data associated with a call between an agent and a customer, and may receive customer data identifying historical interactions with the customer. The device may receive chat data associated with the customer or interactive voice response (IVR) data associated with the customer, and may generate, based on the real time audio data, transcript data identifying a real time transcript of the call with the customer. The device may process the real time audio data, the customer data, the chat data or the IVR data, and the transcript data, with a machine learning model, to determine a customer intent and one or more actions to perform based on the customer intent; and may perform the one or more actions.
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公开(公告)号：US20210377391A1
公开(公告)日：2021-12-02
申请号：US17401372
申请日：2021-08-13
Applicant: Verizon Patent and Licensing Inc.
Inventor： Saivivek T. Thiyagarajan , Shoma Chakravarty , Sankar Shanmugam , Srinivasa Kaniganti , Madhu Talupur , Sathiyamoorthy Dhanapal , Amit Mahajan , Nitin Ahuja , Amar Nageswaram
Abstract: A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.
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公开(公告)号：US11647117B2
公开(公告)日：2023-05-09
申请号：US17401372
申请日：2021-08-13
Applicant: Verizon Patent and Licensing Inc.
Inventor： Saivivek T. Thiyagarajan , Shoma Chakravarty , Sankar Shanmugam , Srinivasa Kaniganti , Madhu Talupur , Sathiyamoorthy Dhanapal , Amit Mahajan , Nitin Ahuja , Amar Nageswaram
CPC classification number: H04M3/5191 , H04L51/02 , H04M3/5175
Abstract: A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.
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Patent Agency Ranking
公开(公告)号：US10033582B2
公开(公告)日：2018-07-24
申请号：US15435953
申请日：2017-02-17
Applicant: Verizon Patent and Licensing Inc.
Inventor： Sankar Shanmugam , Madhu Talupur , Elaine M. Escher
Abstract: A method, a device, and a non-transitory storage medium provides a beacon management service that includes logic that allows a user to configure a beacon system remotely and off-site relative to a location of the beacon system, and a beacon service that provides contextual data to end users based on beacons.
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公开(公告)号：US11122165B1
公开(公告)日：2021-09-14
申请号：US16887260
申请日：2020-05-29
Applicant: Verizon Patent and Licensing Inc.
Inventor： Saivivek T. Thiyagarajan , Shoma Chakravarty , Sankar Shanmugam , Srinivasa Kaniganti , Madhu Talupur , Sathiyamoorthy Dhanapal , Amit Mahajan , Nitin Ahuja , Amar Nageswaram
Abstract: A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.
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公开(公告)号：US09622024B1
公开(公告)日：2017-04-11
申请号：US14869078
申请日：2015-09-29
Applicant: Verizon Patent and Licensing Inc.
Inventor： Sankar Shanmugam , Madhu Talupur , Elaine M. Escher
CPC classification number: H04L41/0806 , H04W4/80 , H04W24/08 , H04W48/10
Abstract: A method, a device, and a non-transitory storage medium provides a beacon management service that includes logic that allows a user to configure a beacon system remotely and off-site relative to a location of the beacon system, and a beacon service that provides contextual data to end users based on beacons.
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公开(公告)号：US20170163483A1
公开(公告)日：2017-06-08
申请号：US15435953
申请日：2017-02-17
Applicant: Verizon Patent and Licensing Inc.
Inventor： Sankar Shanmugam , Madhu Talupur , Elaine M. Escher
CPC classification number: H04L41/0806 , H04W4/80 , H04W24/08 , H04W48/10
Abstract: A method, a device, and a non-transitory storage medium provides a beacon management service that includes logic that allows a user to configure a beacon system remotely and off-site relative to a location of the beacon system, and a beacon service that provides contextual data to end users based on beacons.
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公开(公告)号：US20170094445A1
公开(公告)日：2017-03-30
申请号：US14869078
申请日：2015-09-29
Applicant: Verizon Patent and Licensing Inc.
Inventor： Sankar Shanmugam , Madhu Talupur , Elaine M. Escher
IPC: H04W4/00
CPC classification number: H04L41/0806 , H04W4/80 , H04W24/08 , H04W48/10
Abstract: A method, a device, and a non-transitory storage medium provides a beacon management service that includes logic that allows a user to configure a beacon system remotely and off-site relative to a location of the beacon system, and a beacon service that provides contextual data to end users based on beacons.
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