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公开(公告)号：US20240144920A1
公开(公告)日：2024-05-02
申请号：US17978203
申请日：2022-10-31
Applicant: Uniphore Technologies, Inc.
Inventor： Ayeleth ZARROUK , Asaf WEXLER
CPC classification number: G10L15/1815 , G06F40/30 , G10L15/22 , G10L15/30 , H04M3/51
Abstract: Method and apparatus for intent detection in customer service environments includes a processor, and a memory storing instructions that, when executed by the processor, configure the apparatus to perform a method. The method includes processing an input includes a message of a conversation by multiple artificial intelligence/machine learning (AI/ML) models. The message includes a transcript or a summary of at least a part of the conversation. Each of the multiple models is configured to generate, based on the input, an output including an intent of the conversation. A single output corresponding to the conversation is determined based on the multiple outputs, one from each of the multiple models.
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公开(公告)号：US11922213B2
公开(公告)日：2024-03-05
申请号：US17150193
申请日：2021-01-15
Applicant: Afiniti, Ltd.
Inventor： Ittai Kan , Zia Chishti , Vikash Khatri , James Edward Elmore
CPC classification number: G06F9/4881 , G06F9/455 , G06F9/48 , G06F9/4806 , G06F9/4843 , G06F9/485 , G06F9/4856 , G06F9/50 , G06F9/5005 , G06F9/5027 , G06F9/5038 , G06F9/5061 , G06F9/5083 , G06Q10/06311 , H04M3/51 , H04M3/523 , H04M3/5238 , G06F2209/5021
Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.
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公开(公告)号：US11915042B2
公开(公告)日：2024-02-27
申请号：US17150204
申请日：2021-01-15
Applicant: Afiniti, Ltd.
Inventor： Ittai Kan , Zia Chishti , Vikash Khatri , James Edward Elmore
CPC classification number: G06F9/4881 , G06F9/455 , G06F9/48 , G06F9/485 , G06F9/4806 , G06F9/4843 , G06F9/4856 , G06F9/50 , G06F9/5005 , G06F9/5027 , G06F9/5038 , G06F9/5061 , G06F9/5083 , G06Q10/06311 , H04M3/51 , H04M3/523 , H04M3/5238 , G06F2209/5021
Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.
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公开(公告)号：US20230418923A1
公开(公告)日：2023-12-28
申请号：US17850278
申请日：2022-06-27
Applicant: Capital One Services, LLC
Inventor： Francis OGBENNAH , Katherine MCHUGH , Kevin OSBORN
CPC classification number: G06F21/35 , G06K19/0723 , H04M3/51
Abstract: Techniques and systems to perform authentication utilizing a mini-application.
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公开(公告)号：US20230396713A1
公开(公告)日：2023-12-07
申请号：US18236119
申请日：2023-08-21
Applicant: Twilio Inc.
Inventor： Jeff Lawson , John Wolthuis Robert , Evan Cooke Mansfield
IPC: H04M7/00 , G06F9/50 , H04M3/51 , H04M3/523 , H04M1/247 , H04M3/36 , H04L61/256 , H04L47/125 , H04L65/1016 , H04L67/10 , H04M3/42 , H04M15/34 , H04L67/1008
CPC classification number: H04M7/0033 , G06F9/505 , G06F9/5077 , G06F9/5083 , H04M3/5158 , H04M3/51 , H04M3/5235 , H04M7/006 , H04M1/2473 , H04M3/367 , H04L61/2564 , H04L47/125 , H04L65/1016 , H04L67/10 , H04M3/36 , H04M3/42323 , H04M3/523 , H04M15/34 , H04L67/1008 , H04M2201/39 , H04M2201/40 , Y02D10/00
Abstract: A method and system for operating a multitenancy telephony system including receiving a plurality of call requests associated with an application server; selecting a subset of the received call requests using a load balancer; assigning each selected call request to one of a plurality of resources creating, on the assigned resource, a call session for each selected call request; and coordinating the created call sessions resulting from the selected subset of the received call requests associated with the application server.
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Patent Agency Ranking
公开(公告)号：US20190213335A1
公开(公告)日：2019-07-11
申请号：US16351023
申请日：2019-03-12
Applicant: NewVoiceMedia, Ltd.
Inventor： Ashley Unitt
CPC classification number: G06F21/602 , H04L9/0643 , H04L43/106 , H04L45/7453 , H04L63/0442 , H04L63/08 , H04L63/12 , H04L63/308 , H04L2463/121 , H04M3/42221 , H04M3/51 , H04M2203/301 , H04M2203/6081
Abstract: A system and method for securely recording voice communications, comprising an authentication server, further comprising at least a software components operating on a network-capable computing device, and a database, wherein an authentication server verifies the validity of voice communications and a database stores voice communication recordings.
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7.发明申请公开(公告)号：US20190174001A1
公开(公告)日：2019-06-06
申请号：US16263147
申请日：2019-01-31
Applicant: Unify GmbH & Co. KG
Inventor： Virginie Gilg , Tobias Kleemann , Jorg Krumbock , Walter Schmid
IPC: H04M3/56 , H04M3/51 , H04L29/06 , G10L19/008
CPC classification number: H04M3/568 , G10L19/008 , H04L65/403 , H04M3/51 , H04M3/56
Abstract: A method and an audio conference device for carrying out an audio conference are disclosed, whereby classification information associated with a respective audio date flow is recorded for supplied audio data flows. According to a result of an evaluation of the classification information, the audio data flows are associated with at least three groups which are homogeneous with regard to the results. The individual audio data flows are processed uniformly in each group in terms of the signals thereof, and said audio data flows processed in this way are superimposed in order to form audio conference data flows to be transmitted to the communication terminals.
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公开(公告)号：US20180352083A1
公开(公告)日：2018-12-06
申请号：US16102465
申请日：2018-08-13
Inventor： Yuzhang LIN
Abstract: A method for communicating with a call center, is performed at a device having one or more processors and memory. The device establishes, by an audio and video client, a network session connection to the call center by using an audio and video server. The device receives, through the network session connection, a first-level voice menu sent by the call center. The device obtains a correspondence between visualized menus and voice menus of the call center. The device searches for a first visualized menu corresponding to the first-level voice menu according to the correspondence. The device presents the first visualized menu in a user interface of the audio and video client.
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公开(公告)号：US10044860B2
公开(公告)日：2018-08-07
申请号：US15614428
申请日：2017-06-05
Applicant: Intellisist, Inc.
Inventor： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
CPC classification number: H04M3/5166 , G10L15/26 , H04M3/51 , H04M3/5133 , H04M3/5183 , H04M3/5322 , H04M3/533 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/306 , H04M2203/4536
Abstract: A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.
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公开(公告)号：US10038663B2
公开(公告)日：2018-07-31
申请号：US14486975
申请日：2014-09-15
Applicant: Parus Holdings, Inc.
Inventor： Alexander Kurganov
IPC: H04L12/58 , H04M7/00 , H04W4/12 , G06F17/30 , G10L15/00 , H04L29/06 , H04L29/12 , H04M3/436 , H04M3/51 , H04M3/53 , G10L21/00 , G10L25/48 , G06F3/16 , G10L17/22 , H04M1/725 , H04M3/42 , H04M3/56 , H04M7/12 , H04L29/08
CPC classification number: H04L51/36 , G06F3/167 , G06F16/20 , G06F16/30 , G10L15/00 , G10L17/22 , G10L21/00 , G10L25/48 , H04L29/06 , H04L29/1215 , H04L29/1216 , H04L51/00 , H04L61/1564 , H04L61/157 , H04L67/42 , H04L69/08 , H04L69/329 , H04M1/72527 , H04M3/42 , H04M3/42153 , H04M3/436 , H04M3/51 , H04M3/515 , H04M3/53 , H04M3/56 , H04M7/0003 , H04M7/0033 , H04M7/12 , H04M2201/40 , H04M2201/60 , H04M2203/4509 , H04W4/12
Abstract: A method and apparatus for a computer and telecommunication network which can receive, send and manage information from or to a subscriber of the network, based on the subscriber's configuration. The network is made up of at least one cluster containing voice servers which allow for telephony, speech recognition, text-to-speech and conferencing functions, and is accessible by the subscriber through standard telephone connections or through internet connections. The network also utilizes a database and file server allowing the subscriber to maintain and manage certain contact lists and administrative information. A web server is also connected to the cluster thereby allowing access to all functions through internet connections.
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