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公开(公告)号：US09178999B1
公开(公告)日：2015-11-03
申请号：US14456173
申请日：2014-08-11
Applicant: Verizon Patent and Licensing Inc.
Inventor： Mayuresh M. Hegde , Prashant Kamath , Nitin Ahuja
CPC classification number: H04M3/5175 , H04M3/5232 , H04M2201/18
Abstract: A method may include receiving, at a call center, a call from a customer, identifying an agent to handle the call and forwarding the call to the agent. The method may also include monitoring the call to identify whether one or more particular words or phrases was voiced by the customer or the agent, determining, based on the monitoring, that a first word or phrase of the one or more particular words or phrases was voiced and generating an alert or message to forward to a workstation associated with a supervisor in response to determining that the first word or phrase or was voiced. The method may further include forwarding the alert or message to the workstation associated with the supervisor.
Abstract translation: 方法可以包括在呼叫中心接收来自客户的呼叫，识别代理以处理呼叫并将呼叫转发给代理。 该方法还可以包括监视呼叫以识别客户或代理人是否发出一个或多个特定单词或短语;基于该监视，确定一个或多个特定单词或短语的第一个单词或短语为 响应于确定第一个单词或短语或被发音，发出并产生警报或消息以转发到与主管相关联的工作站。 该方法还可以包括将警报或消息转发到与主管相关联的工作站。
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Patent Agency Ranking
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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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：US20150312407A1
公开(公告)日：2015-10-29
申请号：US14263658
申请日：2014-04-28
Applicant: VERIZON PATENT AND LICENSING INC.
Inventor： Mayuresh Mohan Hegde , Nitin Ahuja , Vincent Lally
CPC classification number: H04M3/42042 , G06Q30/016 , H04M3/42068 , H04M3/42348 , H04M3/51 , H04M2242/30
Abstract: A server device may receive, from a user device, application activity data associated with the user device; determine, based on the application activity data, a location associated with the user device; store information associating the application activity data with a call identifier and the location; receive an indication that an incoming call has been received, the incoming call being placed using the call identifier; determine, based on receiving the indication, a location of a caller that placed the call; identify the application activity data based on the call identifier and the location of the caller; and output the application activity data to a callee associated with the call.
Abstract translation: 服务器设备可以从用户设备接收与用户设备相关联的应用活动数据; 基于所述应用活动数据确定与所述用户设备相关联的位置; 存储将应用活动数据与呼叫标识符和位置相关联的信息; 接收到已经接收到来电的指示，使用呼叫标识符放置来电; 基于接收到所述指示，确定放置所述呼叫的呼叫者的位置; 基于呼叫标识符和呼叫者的位置识别应用活动数据; 并将应用活动数据输出到与呼叫相关联的被叫方。
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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：US09154615B1
公开(公告)日：2015-10-06
申请号：US14263658
申请日：2014-04-28
Applicant: Verizon Patent and Licensing Inc.
Inventor： Mayuresh Mohan Hegde , Nitin Ahuja , Vincent Lally
CPC classification number: H04M3/42042 , G06Q30/016 , H04M3/42068 , H04M3/42348 , H04M3/51 , H04M2242/30
Abstract: A server device may receive, from a user device, application activity data associated with the user device; determine, based on the application activity data, a location associated with the user device; store information associating the application activity data with a call identifier and the location; receive an indication that an incoming call has been received, the incoming call being placed using the call identifier; determine, based on receiving the indication, a location of a caller that placed the call; identify the application activity data based on the call identifier and the location of the caller; and output the application activity data to a callee associated with the call.
Abstract translation: 服务器设备可以从用户设备接收与用户设备相关联的应用活动数据; 基于所述应用活动数据确定与所述用户设备相关联的位置; 存储将应用活动数据与呼叫标识符和位置相关联的信息; 接收到已经接收到来电的指示，使用呼叫标识符放置来电; 基于接收到所述指示，确定放置所述呼叫的呼叫者的位置; 基于呼叫标识符和呼叫者的位置识别应用活动数据; 并将应用活动数据输出到与呼叫相关联的被叫方。
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