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公开(公告)号：US20240171681A1
公开(公告)日：2024-05-23
申请号：US18150589
申请日：2023-01-05
CPC分类号： H04M3/5238 , G06F40/40 , H04M3/5175 , H04M3/5233 , H04M2203/2038 , H04M2203/407
摘要： A server receives a request for communication with a contact center agent device from a user device. The server determines a number of devices preceding the user device in a user queue of devices for communicating with the contact center agent device. The server determines a number of contact center agent devices available for the communication. The server periodically calculates an estimated wait time for the user device as a mathematical combination based on the number of devices preceding the user device, the number of agent devices, and previous wait times of other user devices requesting communications with the contact center agent device. The server transmits, to the user device, an output associated with the estimated wait time.
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公开(公告)号：US20190124196A1
公开(公告)日：2019-04-25
申请号：US16223337
申请日：2018-12-18
申请人： RingCentral Inc.
发明人： Vlad E. VENDROW
CPC分类号： H04M1/72552 , H04L65/403 , H04M1/72583 , H04M3/02 , H04M3/563 , H04M3/564 , H04M7/0027 , H04M7/0057 , H04M2201/38 , H04M2203/2038 , H04M2203/2088 , H04M2250/62 , H04W4/08
摘要： A computer-implemented method for managing calls in a collaboration environment is provided. The method includes receiving, by a processor, a call into a collaboration session of the collaboration environment. The method also includes identifying, by the processor, a user from a plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users. The method further includes providing, by the processor, an interface on a device associated with the identified user, wherein the interface enables the identified user to instruct the device to handle the call within the collaboration session.
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3.发明申请公开(公告)号：US20180359361A1
公开(公告)日：2018-12-13
申请号：US16046045
申请日：2018-07-26
申请人： [24]7.ai, Inc.
CPC分类号： H04M3/5183 , H04L12/1827 , H04L51/04 , H04L51/32 , H04M3/42365 , H04M2203/2038 , H04M2203/357
摘要： In accordance with an example embodiment a computer-implemented method and an apparatus for predicting and tracking of mood changes in textual conversations are provided. The method includes determining, by a processor, one or more mood metrics in each of two or more chat stages of a real-time textual conversation between an agent and a customer. Changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation are tracked by the processor. Further, the method includes determining, by the processor, at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics.
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公开(公告)号：US20180338040A1
公开(公告)日：2018-11-22
申请号：US15599537
申请日：2017-05-19
申请人： Avaya Inc.
发明人： Gerard Carty , Thomas Moran
CPC分类号： H04M3/4936 , G06F17/2705 , G06F17/2735 , H04M3/5133 , H04M3/58 , H04M2201/40 , H04M2203/2038 , H04M2203/552
摘要： A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are ordered and presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.
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5.发明申请公开(公告)号：US20180270356A1
公开(公告)日：2018-09-20
申请号：US15980995
申请日：2018-05-16
CPC分类号： H04M3/5232 , G06K9/00268 , G06K9/00315 , G06K9/6267 , G06Q10/063112 , G06Q30/016 , H04M3/5183 , H04M2201/50 , H04M2203/2038 , H04N7/147
摘要： Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.
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公开(公告)号：US09986097B2
公开(公告)日：2018-05-29
申请号：US14533407
申请日：2014-11-05
申请人： Avaya Inc.
发明人： Desmond Kirrane , Paul D'Arcy , Tony McCormack
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , H04M2203/2038
摘要： An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.
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公开(公告)号：US20170331952A1
公开(公告)日：2017-11-16
申请号：US15466806
申请日：2017-03-22
申请人： Google Inc.
发明人： Alan Lee ROGERS , Richard Yuan-Ching LO , Matthew Thomas AUSTIN , Justin UBERTI , Heidi Rafael SALES , Koa METTER , Anton VOLKOV
CPC分类号： H04M3/42051 , H04L61/1594 , H04L65/1069 , H04M2203/2038 , H04N7/147 , H04W4/02 , H04W4/14
摘要： Implementations of the present application relate to caller preview data and call messages based on caller preview data. In some implementations, a method includes sending, by a caller device, a call request to one or more callee devices, and establishing a connection to at least one callee device prior to receipt of an acceptance of the call request by the callee device. At least a portion of caller preview data is transmitted to the callee device over the connection prior to the receipt of the call acceptance. In response to determining that the at least a portion of the caller preview data has been transmitted for a particular time period without receipt of the acceptance of the call request, information is transmitted to instruct a call message to be stored on the callee device, where the call message includes at least a part of the caller preview data.
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公开(公告)号：US20170331949A1
公开(公告)日：2017-11-16
申请号：US15151905
申请日：2016-05-11
发明人： Gregory J. Boss , Andrew R. Jones , Charles S. Lingafelt , Kevin C. McConnell , John E. Moore, JR.
IPC分类号： H04M3/42 , H04M1/2745 , H04M3/436
CPC分类号： H04M3/42042 , H04M1/57 , H04M1/72569 , H04M3/42348 , H04M3/436 , H04M2203/2038
摘要： An indication of a call from a first device to a second device is received. The indication includes making the call by a first user using the first device to a second user using the second device. Contextual information about the first user of the first device is received. User preferences of the second user receiving the call using the second device are determined. Responsive to determining the user preferences of the second user of the second device, an action the second device will take is determined based on the user preferences of the second user and the contextual information about the first user.
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公开(公告)号：US09779760B1
公开(公告)日：2017-10-03
申请号：US14080912
申请日：2013-11-15
发明人： Jason P. Ouimette , Karl H. Koster
CPC分类号： H04M3/5166 , H04M2201/40 , H04M2203/2038
摘要： An architecture is provided for handling event notifications generated by a speech analytics module (“SAM”) that recognizes keywords present in the audio of a call between an agent in a contact center and a remote party. In one embodiment, an event handler module receives and forwards the event notifications to various application specific modules (“ASMs”). The forwarding process may vary on the content and/or type of event notification received. Each ASM performs the processing for a particular audio context and may generate call instance data that pertains to the audio context and indicates whether the agent complied with various requirements during the call. The call instance data may be stored in a file for evaluating the agent's performance. The ASM may also perform other actions as appropriate, such as providing visual indicators on the agent's computer desktop or notify the agent's supervisor.
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10.发明授权公开(公告)号：US09767481B2
公开(公告)日：2017-09-19
申请号：US13802984
申请日：2013-03-14
CPC分类号： G06Q30/0251 , H04L12/1827 , H04L65/403 , H04L67/306 , H04L67/36 , H04M3/4878 , H04M3/562 , H04M3/565 , H04M3/567 , H04M7/0027 , H04M2201/38 , H04M2201/40 , H04M2201/42 , H04M2203/2038 , H04M2203/655
摘要： Various embodiments of methods, systems, and computer programs are disclosed for providing advertisements in a conference user interface. One embodiment is a method comprising: a conferencing system establishing a conference between a plurality of participants via a corresponding computing device connected to the conferencing system via a communication network; presenting a conference user interface to the computing devices, the conference user interface displaying each of the participants as a unique participant object in a virtual location; an online advertising platform selecting advertisement data from one or more advertisers; providing the selected advertisement data to the conferencing system; and displaying the advertisement data with an associated advertisement object in the virtual location during the conference.
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