Voice captcha and real-time monitoring for contact centers

    公开(公告)号:US10791222B2

    公开(公告)日:2020-09-29

    申请号:US16014837

    申请日:2018-06-21

    IPC分类号: H04M3/51 G10L17/00 G06F21/32

    摘要: A call screening computing system is described that is configured to perform voice captcha and real-time monitoring of calls into a contact center of an organization. The call screening computing system includes a chat bot configured to operate as an AI-based call screener. The chat bot is configured to perform voice captcha by sending a random question to a user device placing a call into the contact center, and analyzing the received answer to determine whether a user of the user device is human or a robot. The chat bot is configured to, based on the user being human, determine whether the user is a legitimate customer of the organization by generating and presenting authentication challenges to the user device. The chat bot may be configured to monitor and interact with a conversation between the user and an agent of the organization during the call into the contact center.

    Customer self-help control system for contact centers

    公开(公告)号:US10674010B1

    公开(公告)日:2020-06-02

    申请号:US16418692

    申请日:2019-05-21

    IPC分类号: H04M3/42 H04M3/22 H04L29/06

    摘要: A computer system is described that is configured to enable customers of an organization to self-monitor account activity and modify account access settings via a contact center of the organization. The contact center control system is configured to provide an interactive call history associated with the customer's accounts with the organization. Using the call history, the customer may perform self-monitoring of calls into the contact center that access the customer's accounts, and notify the organization if any of the calls appear suspicious. The contact center control system is configured provide a user interface through which the customer may modify account access settings including changing which types of authentication methods are enabled to access the customer's accounts, and blocking account access by callers from certain phone numbers. The contact center control system may allow the customer to turn off all access to the customer's accounts via the contact center.

    Voice captcha and real-time monitoring for contact centers

    公开(公告)号:US11445065B1

    公开(公告)日:2022-09-13

    申请号:US17035421

    申请日:2020-09-28

    IPC分类号: H04M3/51 G10L17/00 G06F21/32

    摘要: A call screening computing system is described that is configured to perform voice captcha and real-time monitoring of calls into a contact center of an organization. The call screening computing system includes a chat bot configured to operate as an AI-based call screener. The chat bot is configured to perform voice captcha by sending a random question to a user device placing a call into the contact center, and analyzing the received answer to determine whether a user of the user device is human or a robot. The chat bot is configured to, based on the user being human, determine whether the user is a legitimate customer of the organization by generating and presenting authentication challenges to the user device. The chat bot may be configured to monitor and interact with a conversation between the user and an agent of the organization during the call into the contact center.

    Centralized event log generation and analysis for contact centers

    公开(公告)号:US10694040B1

    公开(公告)日:2020-06-23

    申请号:US15905318

    申请日:2018-02-26

    IPC分类号: H04M3/51 H04M3/523

    摘要: A computer system is described that is configured to generate an entry in a centralized event log for each voice call into a contact center of an organization. The event log system is configured to receive call data associated with action performed during the call and retrieve context data associated with the call from across a plurality of disparate systems used by the contact center to service the call. The event log system is configured to include both the call data and the context data in the call entry, and to correlate the call entry with previous call entries for a same entity identified for the call. The call entry may also include entity profile data as metadata. The pertinent data for the call will be stored in a single, centralized location accessible by any of the front-end systems for use in determining how to handle the call.

    Centralized event log generation and analysis for contact centers

    公开(公告)号:US10944871B1

    公开(公告)日:2021-03-09

    申请号:US16894347

    申请日:2020-06-05

    IPC分类号: H04M3/51 H04M3/523

    摘要: A computer system is described that is configured to generate an entry in a centralized event log for each voice call into a contact center of an organization. The event log system is configured to receive call data associated with action performed during the call and retrieve context data associated with the call from across a plurality of disparate systems used by the contact center to service the call. The event log system is configured to include both the call data and the context data in the call entry, and to correlate the call entry with previous call entries for a same entity identified for the call. The call entry may also include entity profile data as metadata. The pertinent data for the call will be stored in a single, centralized location accessible by any of the front-end systems for use in determining how to handle the call.

    Customer self-help control system for contact centers

    公开(公告)号:US10313511B1

    公开(公告)日:2019-06-04

    申请号:US16000453

    申请日:2018-06-05

    IPC分类号: H04M3/42 H04M3/22 H04L29/06

    摘要: A computer system is described that is configured to enable customers of an organization to self-monitor account activity and modify account access settings via a contact center of the organization. The contact center control system is configured to provide an interactive call history associated with the customer's accounts with the organization. Using the call history, the customer may perform self-monitoring of calls into the contact center that access the customer's accounts, and notify the organization if any of the calls appear suspicious. The contact center control system is configured provide a user interface through which the customer may modify account access settings including changing which types of authentication methods are enabled to access the customer's accounts, and blocking account access by callers from certain phone numbers. The contact center control system may allow the customer to turn off all access to the customer's accounts via the contact center.

    Ride sharing with cash delivery
    10.
    发明授权

    公开(公告)号:US11587014B1

    公开(公告)日:2023-02-21

    申请号:US16660644

    申请日:2019-10-22

    IPC分类号: G06Q10/08 G06Q10/083

    摘要: A method comprises receiving a cash level indicator from a third-party server. The cash level indicator indicates an amount of cash in each of a plurality of cash storage devices, where the plurality of cash storage devices receive cash from a plurality of delivery agents. Each of the cash storage devices is arranged within or on a vehicle operated by one of the plurality of delivery agents. The method further comprises receiving a cash request from a user device. The method also includes selecting one of the plurality of cash storage devices based on the cash level indicator and location data of delivery agent devices of the delivery agents. The method also comprises sending a message comprising location data of the user device, the selected delivery agent device being one of the delivery agent devices, wherein the selected cash storage device is associated with the selected delivery agent device.