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    CONTACT CENTER CONTINUOUS AVATAR VISUAL EXPERIENCE
    2.
    发明公开
    CONTACT CENTER CONTINUOUS AVATAR VISUAL EXPERIENCE 审中-公开

    公开(公告)号：US20230353677A1

    公开(公告)日：2023-11-02

    申请号：US17733734

    申请日：2022-04-29

    申请人： Avaya Management L.P.

    发明人： David Chavez

    IPC分类号： H04M3/523 ,  H04M3/493 ,  H04M3/51

    CPC分类号： H04M3/5237 ,  H04M3/4936 ,  H04M3/5175 ,  H04M2203/404

    摘要： Customer interactions with a remote contact center can be disjointed and confusing, especially when a customer is transferred from agent to agent. By maintaining a persona of the agent first encountered by a customer while the interaction transitions to other agents (artificial and/or live), the customer interaction may progress more naturally and without the customer being distracted by the transfer to a new agent. By configuring artificial agents with the first persona or deploying a server to perform persona-alterations of a live agent, the customer may never be aware that they have been transferred away from the first agent they encounter and the customer interaction proceeds efficiently and effectively.

    Tracing and asynchronous communication network and routing method
    7.
    发明授权
    Tracing and asynchronous communication network and routing method 有权

    公开(公告)号：US09641684B1

    公开(公告)日：2017-05-02

    申请号：US15388471

    申请日：2016-12-22

    申请人： Contact Solutions, LLC

    发明人： Michael Hibbard ,  James J. Dellostritto

    IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/51 ,  H04L29/06

    CPC分类号： H04M3/523 ,  H04L65/1083 ,  H04M3/5141 ,  H04M3/5191 ,  H04M3/52 ,  H04M2201/22 ,  H04M2203/404 ,  H04M2203/551 ,  H04M2203/558

    摘要： A system and method for asynchronous conversation routing and tracing that allows a client and agent to connect and reconnect to one another over a discontinuous engagement. The system and method facilitate this by allowing multiple methods of communication between the client and agent, including live communications and out-of-band communications. All communications between a client and agent are tied to a client case accessible by the agent, and the client case can include context and environmental data to further assist the agent or to route a customer service call to an appropriate agent. At any time, the client or agent can send out-of-band messages to one another to advance the customer service process, or the client or agent can seek to re-establish live communication with each other. This provides the client with a consistent point of contact not easily supportable with phone based call centers where support is single-threaded.

    Implementing a network of intelligent virtual service agents to provide personalized automated responses
    8.
    发明授权
    Implementing a network of intelligent virtual service agents to provide personalized automated responses 有权
    实施智能虚拟服务代理网络，提供个性化的自动化响应

    公开(公告)号：US09253320B2

    公开(公告)日：2016-02-02

    申请号：US14671514

    申请日：2015-03-27

    申请人： AT&T INTELLECTUAL PROPERTY I, L.P.

    发明人： James Fan ,  David Fenglin Chen ,  Jennifer K. Lam

    IPC分类号： H04M3/00 ,  H04M3/493 ,  H04M3/51 ,  H04M3/523

    CPC分类号： H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5232 ,  H04M2203/404

    摘要： An intelligent virtual service agent implemented on a computer platform is assigned a responsibility to automatically interact with different users across a communication network when a predetermined characteristic of content provided by the different users is identified. Content provided by a user over the communication network is analyzed to determine whether the content provided by the user possesses the predetermined characteristic. When the content possesses the predetermined characteristic, account data of the user for an account specific to the user is obtained, and the account data specific to the user is analyzed. The intelligent virtual service agent is assigned to automatically interact with the user based on the account data specific to the user and based on determining that the content possesses the predetermined characteristic.

    摘要翻译： 当在不同用户提供的内容的预定特征被识别时，在计算机平台上实现的智能虚拟服务代理被分配负责在通信网络上自动地与不同用户交互。 分析由用户通过通信网络提供的内容，以确定用户提供的内容是否具有预定特性。 当内容具有预定特征时，获得用户特定于用户的帐户的帐户数据，并分析用户特有的账户数据。 智能虚拟服务代理被分配为基于用户特有的帐户数据并且基于确定内容具有预定特性来自动地与用户交互。

    IDENTIFYING ESCALATION EVENTS IN COMMUNICATION SESSIONS
    9.
    发明申请
    IDENTIFYING ESCALATION EVENTS IN COMMUNICATION SESSIONS 有权
    识别通信会议中的自然活动

    公开(公告)号：US20150319307A1

    公开(公告)日：2015-11-05

    申请号：US14266728

    申请日：2014-04-30

    申请人： Avaya Inc.

    发明人： Jayesh GOVINDARAJAN ,  Satyen HINGORANI ,  Vyankatesh DESHPANDE ,  Ravishankar PALAPARTHI

    IPC分类号： H04M3/523

    CPC分类号： H04M3/523 ,  H04M3/5175 ,  H04M2203/404

    摘要： Embodiments provide communication session analysis and intervention methods and systems. Exemplary methods include monitoring a communication session conducted by a first customer service agent, providing script items to the first customer service agent, receiving session information associated with the communication session, identifying an escalation event in the session information, during the communication session, using on one or more predetermined communication criteria, and inviting a second customer service agent to join the communication session, in response to the escalation event.

    摘要翻译： 实施例提供通信会话分析和干预方法和系统。 示例性方法包括监视由第一客户服务代理执行的通信会话，向通信会话期间，在通信会话期间，向第一客户服务代理提供脚本项目，接收与通信会话相关联的会话信息，识别会话信息中的升级事件， 一个或多个预定的通信标准，并响应于升级事件邀请第二客户服务代理加入通信会话。

    System and method for providing sales and marketing acceleration and effectiveness
    10.
    发明授权
    System and method for providing sales and marketing acceleration and effectiveness 有权
    提供销售和营销加速和有效性的系统和方法

    公开(公告)号：US08938058B2

    公开(公告)日：2015-01-20

    申请号：US14204505

    申请日：2014-03-11

    申请人： Micro Macro Assets, LLC

    发明人： Senraj Soundar

    IPC分类号： H04M3/42 ,  H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/54 ,  H04M3/523 ,  H04M3/58

    CPC分类号： H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/54 ,  H04M3/58 ,  H04M2201/14 ,  H04M2201/38 ,  H04M2203/357 ,  H04M2203/404

    摘要： A system for handling call transfer contains a talker computer for providing a batch notification that enables a central data server to identify a batch of one or more customer records for calling, a central data server for receiving the batch notification that enables the central data server to identify the batch of one or more customer record, and a dialing agent computer for providing a connected notification that a customer that has been called has been connected, referred to herein as a connected customer, via a call, wherein a customer record of the connected customer is associated with the batch, wherein the central data server provides an identify notification and the talker computer receives the identify notification that enables the talker computer to distinguish the connected customer record, wherein the connected customer record is associated with the batch.

    摘要翻译： 用于处理呼叫转移的系统包括用于提供批处理通知的讲话者计算机，其使得中央数据服务器能够识别用于呼叫的一个或多个客户记录的批次，用于接收批处理通知的中央数据服务器，其使中央数据服务器能够 识别一个或多个客户记录的批次;以及拨号代理计算机，用于通过呼叫提供已经被呼叫的已经被呼叫的客户已经被连接（在此被称为连接的客户）的连接的通知，其中所连接的客户记录 客户与批次相关联，其中中央数据服务器提供识别通知，并且讲话者计算机接收使得讲话者计算机能够区分所连接的客户记录的识别通知，其中连接的客户记录与该批次相关联。