公开(公告)号：US20220038577A1

公开(公告)日：2022-02-03

申请号：US17213335

申请日：2021-03-26

申请人： Five9, Inc.

发明人： Jonathan Rosenberg

IPC分类号： H04M3/51 ,  G10L15/26

摘要： A method for creating a textual summary of a call includes transcribing speech to text in real time using a speech-to-text generating unit configured for execution upon one or more data processors, automatically matching, in real-time, text to predetermined intents and extracted entities using an intent recognizing unit for execution upon the one or more data processors, automatically mapping the predetermined intents and extracted entities into a call summary using one or more mapping functions, and displaying the call summary using an agent user interface for execution upon the one or more data processors. A contact center call summarization system may include a contact center communication device, a speech-to-text generating unit, an intent recognizing unit, and an agent user interface.

公开(公告)号：US20210006662A1

公开(公告)日：2021-01-07

申请号：US16917968

申请日：2020-07-01

申请人： Five9, Inc.

发明人： Jonathan Rosenberg

IPC分类号： H04M7/00 ,  H04L29/08

摘要： Systems and methods are described herein for providing a Voice over Internet Protocol (VoW) call. In an embodiment, a load balancing processor receives a re-initiated HTTP request from a client processor upon detection that an initial call server is no longer active, and sends the re-initiated HTTP request to a second call server. The second server generates updated call resource information that identifies the second server as the new server resource for the call, and sends the updated call resource information over the IP network to the client processor. Subsequent HTTP requests from the client processor for sending and receiving signaling and media data for the call are received at the second server using the updated call resource information.

公开(公告)号：US08948373B2

公开(公告)日：2015-02-03

申请号：US14185071

申请日：2014-02-20

申请人： Five9, Inc.

发明人： Nikolay Anisimov ,  Dmitry Spasibenko ,  Sam Shkrabov ,  David Van Everen

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC分类号： H04M3/5158

摘要： A method for determining a number of calls to generate for a specific outbound campaign in an automated contact center based upon a prediction of agent occupancy in a future time period, wherein the automated contact center processes one or more outbound campaigns. The estimates a total number of outbound agents available to the one or more outbound campaigns. By using the total number of outbound agents, an effective number of agents for the specific outbound campaign is determined according to a ratio. The effective number of agents is used to determine a number of outbound calls to generate for the specific outbound campaign according to a dialing method. Calls are then generated for the specific outbound campaign based upon the determined number of outbound calls to generate.

摘要翻译： 一种用于基于在未来时间段中的代理占用的预测来确定在自动化联络中心中针对特定出站活动生成的呼叫数量的方法，其中所述自动化联络中心处理一个或多个出站活动。 估计一个或多个出站活动可用的出站代理总数。 通过使用出站代理的总数，根据比例确定特定出站活动的有效数量的代理。 代理人的有效数量用于根据拨号方式确定针对特定出站活动生成的出站呼叫数量。 然后根据确定的要生成的出站呼叫数量为特定出站活动生成呼叫。

公开(公告)号：US08582752B1

公开(公告)日：2013-11-12

申请号：US13332516

申请日：2011-12-21

申请人： Nikolay Anisimov ,  Dmitry Spasibenko ,  Sam Shkrabov ,  David Van Everen

发明人： Nikolay Anisimov ,  Dmitry Spasibenko ,  Sam Shkrabov ,  David Van Everen

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5158

摘要： A method for determining a number of calls to generate in an automated contact center based upon a prediction of agent occupancy in a future time period. The automated contact center comprises a dialer for dialing generated calls, a queue where successfully connected dialed calls await agent handling, and an agent pool where calls are handled by agents. The method estimates a number of calls presently in the dialer, the queue, and the agent pool that would be in the agent pool in the future time period. Based upon the estimations, the method predicts a future agent occupancy in the future time period, which is used to determine the number of calls to generate in the automated contact center. Calls are generated based upon the number of calls to generate.

摘要翻译： 一种用于基于未来时间段中的代理占用的预测来确定在自动化联络中心中生成的呼叫的数量的方法。 自动联络中心包括用于拨打生成的呼叫的拨号器，成功连接的拨号呼叫等待代理处理的队列以及由代理处理呼叫的代理池。 该方法估计当前在拨号器，队列和未来时间段内将在代理池中的代理池的呼叫数量。 基于估计，该方法预测未来时间段中将来的代理人占用，其用于确定在自动化联络中心中产生的呼叫数量。 根据要生成的呼叫数生成呼叫。

公开(公告)号：US08345856B1

公开(公告)日：2013-01-01

申请号：US13332490

申请日：2011-12-21

申请人： Nikolay Anisimov ,  Dmitry Spasibenko ,  Sam Shkrabov ,  David Van Everen

发明人： Nikolay Anisimov ,  Dmitry Spasibenko ,  Sam Shkrabov ,  David Van Everen

IPC分类号： H04M7/00

CPC分类号： H04M3/5158

摘要： A method for determining a number of calls to generate in an automated contact center, wherein the automated contact center comprises a dialer for dialing generated calls and an agent pool where successfully connected dialed calls are handled by agents. The method collects empirical data on durations in which calls spend in the dialer and agent handling times. The collected data is used to generate discrete density or discrete distribution functions. Using the discrete density or distribution functions, an individual impact is calculated for each call presently in the dialer. The method uses the individual impacts to calculate a dialer impact, which is used to predict a future agent occupancy. Based upon the prediction, a number of calls to generate is determined. Calls are generated based upon the number of calls to generate.

摘要翻译： 一种用于确定在自动联络中心中生成的呼叫数量的方法，其中所述自动联络中心包括用于拨打所生成的呼叫的拨号器和代理商处理成功连接的拨号呼叫的代理池。 该方法收集关于呼叫在拨号器和代理处理时间中花费的持续时间的经验数据。 收集的数据用于产生离散密度或离散分布函数。 使用离散密度或分布函数，计算目前在拨号器中的每个呼叫的个体影响。 该方法使用个人影响来计算拨号器影响，用于预测未来的代理占用。 基于该预测，确定多个生成呼叫。 根据要生成的呼叫数生成呼叫。

公开(公告)号：US20220319496A1

公开(公告)日：2022-10-06

申请号：US17705484

申请日：2022-03-28

申请人： Five9, Inc.

发明人： Jonathan Rosenberg ,  Priyanka Balakumar

IPC分类号： G10L15/06 ,  G10L15/30 ,  G10L13/02

摘要： Systems and methods are provided for training natural language processing (NLP) models in a contact center. The systems and methods provided may render the process of training an NLP model faster, easier to perform, and more accessible to non-experts. In embodiments of the present disclosure, a method for training an NLP model includes a first step of initializing an NLP model with an intent and one or more seed phrases. The next step may be to receive a customer interaction. Next, a matched utterance can be generated based on the customer interaction and the NLP model. Then, a suggested training phrase may be generated based on the matched utterance. The suggested training phrase may be confirmed. Thereafter, the NLP model can be updated with the confirmed training phrase.

公开(公告)号：US20140074728A1

公开(公告)日：2014-03-13

申请号：US13793723

申请日：2013-03-11

申请人： Five9, Inc.

发明人： Edwin Margulies

IPC分类号： G06Q30/00

CPC分类号： G06Q30/01

摘要： A system for social care routing, prioritization and agent assistance for interfacing with a carrier network, a social listening device, a social network or proprietary social feedback apparatus, and a contact center and contact center database. Author postings, demographic information, sentiment, topical relevancy, and customer service requests and other data are used for prioritization, agent assistance and routing. A contact center database and a social network listening device or proprietary social feedback apparatus obtain information used in determining routing and tagging instructions. A user interface is connected to the system to accept configurable conditions for determining customer service instructions to the agents. A color-coded agent heads-up display for author and customer profiling and customer relationship management timeline is disclosed for effectively managing social posts and authors needing customer service assistance by agents at each target enterprise contact center.

摘要翻译： 用于与运营商网络接口的社会护理路由，优先级和代理协助的系统，社交听力装置，社交网络或专有社会反馈装置，以及联络中心和联络中心数据库。 作者发布，人口信息，情绪，主题相关性和客户服务请求以及其他数据用于优先排序，代理协助和路由。 联络中心数据库和社交网络聆听装置或专有社会反馈装置获取用于确定路由和标签指令的信息。 用户接口连接到系统以接受用于确定向代理商的客户服务指令的可配置条件。 披露用于作者和客户分析和客户关系管理时间表的彩色编码代理单元显示，用于有效管理社会职位和需要每个目标企业联络中心的代理商提供客户服务帮助的作者。

公开(公告)号：US08411844B1

公开(公告)日：2013-04-02

申请号：US13332503

申请日：2011-12-21

申请人： Nikolay Anisimov ,  Dmitry Spasibenko ,  Sam Shkrabov ,  David Van Everen

发明人： Nikolay Anisimov ,  Dmitry Spasibenko ,  Sam Shkrabov ,  David Van Everen

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5158

摘要： A method for controlling and correcting abandonment rate in an automated contact center that uses a predictive dialing method for determining a number of calls to generate for dialing. When abandonment rate is close to zero, the method determines a mean agent occupancy that is used by the predictive dialing method. Empirical data is collected on agent occupancy while the predictive dialing method uses the mean agent occupancy to determine a number of calls to generate. The method determines a target abandonment rate and a target agent occupancy, wherein a proportion of the agent occupancy empirical data having an agent occupancy equal to or higher than the target agent occupancy is within a predetermined range of the target abandonment rate. The target agent occupancy is used to adjust the mean agent occupancy used by the predictive dialing method.

摘要翻译： 一种用于控制和校正在自动联络中心中的放弃率的方法，该自动联络中心使用预测拨号方法来确定用于拨号生成的呼叫的数量。 当放弃率接近零时，该方法确定由预测拨号方法使用的平均代理占用。 经验数据是在代理人占有率上收集的，而预测拨号方法则使用平均代理占用来确定要生成的呼叫数。 该方法确定目标放弃率和目标代理占有率，其中具有等于或高于目标代理占用的代理占用的代理占用经验数据的一部分在目标放弃率的预定范围内。 目标代理占用用于调整预测拨号方式所使用的平均代理占用。

公开(公告)号：US11228681B1

公开(公告)日：2022-01-18

申请号：US17213335

申请日：2021-03-26

申请人： Five9, Inc.

发明人： Jonathan Rosenberg

IPC分类号： H04M3/51 ,  G10L15/26

摘要： A method for creating a textual summary of a call includes transcribing speech to text in real time using a speech-to-text generating unit configured for execution upon one or more data processors, automatically matching, in real-time, text to predetermined intents and extracted entities using an intent recognizing unit for execution upon the one or more data processors, automatically mapping the predetermined intents and extracted entities into a call summary using one or more mapping functions, and displaying the call summary using an agent user interface for execution upon the one or more data processors. A contact center call summarization system may include a contact center communication device, a speech-to-text generating unit, an intent recognizing unit, and an agent user interface.

公开(公告)号：US11172069B2

公开(公告)日：2021-11-09

申请号：US16917968

申请日：2020-07-01

申请人： Five9, Inc.

发明人： Jonathan Rosenberg

IPC分类号： G06F15/16 ,  H04M7/00 ,  H04L29/08

摘要： Systems and methods are described herein for providing a Voice over Internet Protocol (VoIP) call. In an embodiment, a load balancing processor receives a re-initiated HTTP request from a client processor upon detection that an initial call server is no longer active, and sends the re-initiated HTTP request to a second call server. The second server generates updated call resource information that identifies the second server as the new server resource for the call, and sends the updated call resource information over the IP network to the client processor. Subsequent HTTP requests from the client processor for sending and receiving signaling and media data for the call are received at the second server using the updated call resource information.