公开(公告)号：WO2016164842A1

公开(公告)日：2016-10-13

申请号：PCT/US2016/026814

申请日：2016-04-08

Applicant: ANGEL.COM INCORPORATED

Inventor： KUMAR, Praphul ,  KOLMAN, Scott ,  FRIIO, Andrea ,  KONIG, Yochai

IPC: H04M3/42 ,  H04M11/00

CPC classification number: H04M3/4938 ,  H04L65/1063 ,  H04L67/02 ,  H04M3/42136 ,  H04M2203/253

Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.

Abstract translation: 从通信设备接收到执行交互站点的请求。 请求被发送到自动响应系统。 从自动响应系统接收提供通信设备和自动响应系统之间的多步通信流程的一个或多个步骤的第一指令。 响应于确定该请求是用于与交互站点的语音交互，确定通过与通信设备的用户进行语音交互来提供一个或多个步骤的第二指令并将其发送到通信设备。 响应于确定该请求是用于与交互站点的视觉交互，确定通过与通信设备的用户的可视交互提供一个或多个步骤的第三指令并将其发送到通信设备。

公开(公告)号：WO2016019199A1

公开(公告)日：2016-02-04

申请号：PCT/US2015/043015

申请日：2015-07-30

Applicant: ANGEL.COM INCORPORATED

Inventor： RISTOCK, Herbert ,  MAKAGON, Petr ,  MAHOWALD, Josh ,  KUMAR, Praphul

IPC: H04L29/08 ,  G06F9/44

CPC classification number: G06F8/34 ,  G06F8/36 ,  G06F9/453

Abstract: An application development platform transmits to a content provider system instructions that provide a user interface for developing an application that specifies a first multi-step communication flow between a communications device and a communications system. The platform receives from parameters of a program functionality for inclusion in the application, and selects one or more recommended program modules based on the parameters. The platform transmits instructions that provide a user interface for displaying the one or more recommended program modules. The platform receives data indicating a user selection of a particular program module. In response, the platform transmits instructions that provide a user interface for enabling user configuration of the particular program module. The platform receives modified parameters of the particular program module and determines a second multi-step communication flow between the communications device and the communications system based on the first multi-step communication flow and the modified parameters.

Abstract translation: 应用开发平台向内容提供商系统传送提供用于开发指定通信设备和通信系统之间的第一多步通信流程的应用的用户界面的指令。 该平台从用于包含在应用中的程序功能的参数接收，并且基于参数来选择一个或多个推荐的程序模块。 平台发送提供用于显示一个或多个推荐的程序模块的用户界面的指令。 平台接收指示特定程序模块的用户选择的数据。 作为响应，平台发送提供用于启用特定程序模块的用户配置的用户界面的指令。 平台接收特定程序模块的修改参数，并且基于第一多步通信流程和修改的参数确定通信设备与通信系统之间的第二多步通信流程。

公开(公告)号：WO2015153455A3

公开(公告)日：2015-10-08

申请号：PCT/US2015/023334

申请日：2015-03-30

Applicant: ANGEL.COM INCORPORATED

Inventor： KUMAR, Praphul ,  WELLMAN, Aaron

IPC: H04M3/00

Abstract: A call handling platform receives a call placed by a caller. The call handling platform collects data points based on an interaction of the caller with an interactive voice response module during the call, and computes an experience score for the caller. The call handling platform accesses a predetermined first threshold that indicates a first level of caller satisfaction and compares the experience score to the first threshold. Based on the comparing, the call handling platform determines that the caller has a lower level of satisfaction than the first level of satisfaction, and routes the call to a human agent. The call handling platform determines whether an option for recording a call is enabled. Based on determining that the option for recording a call is enabled, the call handling platform initiates recording of the interaction between the caller and the human agent.

公开(公告)号：WO2015184374A1

公开(公告)日：2015-12-03

申请号：PCT/US2015/033358

申请日：2015-05-29

Applicant: ANGEL.COM INCORPORATED

Inventor： KUMAR, Praphul ,  WELLMAN, Aaron

IPC: G06Q30/02 ,  G06Q10/06 ,  G06Q10/10

CPC classification number: H04M3/4936 ,  G10L15/183 ,  G10L15/19 ,  G10L15/22 ,  G10L2015/0635 ,  G10L2015/0638 ,  G10L2015/223 ,  H04M3/42382 ,  H04M3/4938 ,  H04M3/51

Abstract: A request to execute an interaction site associated with a custom grammars file is received from a user device and by a communications system. An interaction flow document to execute the interaction site is accessed by the communications system. The custom grammars file is accessed by the communications system, the custom grammars file being configured to enable the communications system to identify executable commands corresponding to utterances spoken by users of user devices. An utterance spoken by a user of the user device is received from the user device and by the communications system. The utterance is stored by the communications system. The custom grammars file is updated by a grammar generation system to include a representation of the stored utterance for processing utterances in subsequent communications with users.

Abstract translation: 从用户设备和通信系统接收到执行与自定义语法文件相关联的交互站点的请求。 用于执行交互站点的交互流文档由通信系统访问。 定制语法文件由通信系统访问，自定义语法文件被配置为使通信系统能够识别与用户设备的用户说出的话语相对应的可执行命令。 从用户设备和通信系统接收用户设备的用户说出的话语。 话音由通信系统存储。 自定义语法文件由语法生成系统更新，以包括用于在与用户的后续通信中处理话语的存储话语的表示。

公开(公告)号：WO2015153472A1

公开(公告)日：2015-10-08

申请号：PCT/US2015/023366

申请日：2015-03-30

Applicant: ANGEL.COM INCORPORATED

Inventor： KUMAR, Praphul ,  RAMCHANDER, Rajesh

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2201/18 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/6009

Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.

Abstract translation: 呼叫处理平台接收呼叫者的呼叫，根据呼叫者与交互式话音响应模块的交互来收集数据点，并使用数据点计算呼叫者的体验评分。 呼叫处理平台将经验评分与指示第一级呼叫者满意度的预定第一阈值进行比较。 呼叫处理平台确定是否启用选项以记录耦合到人类代理使用的机器的显示屏幕的屏幕捕获。 在确定呼叫者具有比第一级满意度低的满意度的情况下，呼叫处理平台将呼叫路由到人类代理。 基于确定记录屏幕捕获的选项被启用，呼叫处理平台启动与人体使用的机器耦合的显示屏幕的屏幕捕获的记录。

公开(公告)号：WO2016019184A1

公开(公告)日：2016-02-04

申请号：PCT/US2015/042994

申请日：2015-07-30

Applicant: ANGEL.COM INCORPORATED

Inventor： HARASIMIUK, Pawel ,  WELLMAN, Aaron ,  FRAZIER, Lindsay ,  KUMAR, Praphul

IPC: G06Q50/30

CPC classification number: H04L51/32 ,  H04M3/5191 ,  H04M2203/655

Abstract: A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.

Abstract translation: 呼叫处理平台接收由呼叫者发出的呼叫号码的呼叫。 平台检查呼叫的参数，确定呼叫者的识别信息，并将识别信息与对应于社交媒体网络的社交网络用户名匹配。 该平台从社交媒体网络获取呼叫者的社交网络数据。 使用社交网络数据，该平台计算呼叫者的社交网络影响分数。 该平台将社交网络影响分数与预定的影响分数阈值进行比较，并且确定社交网络对呼叫者的影响分数表示社交媒体网络中的呼叫者的活动具有高水平的影响。 因此，平台相应地在呼叫中心处选择第一人机代理，并将呼叫路由到呼叫中心处的第一人机代理。

公开(公告)号：WO2015042345A1

公开(公告)日：2015-03-26

申请号：PCT/US2014/056452

申请日：2014-09-19

Applicant: ANGEL.COM INCORPORATED

Inventor： BOUZID, Ahmed Tewfik ,  KUMAR, Praphul ,  MATEER, Michael T. ,  RENNYSON, David James

IPC: H04M11/00

CPC classification number: H04M3/5166 ,  H04M3/5141 ,  H04M2203/355

Abstract: A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.

Abstract translation: 由交互流处理器接收执行用于使多通道通信系统和用户设备之间交换通信的交互站点的请求。 交互站点根据请求进行识别。 访问交互流文档，交互流文档包括使用多个不同通信信道中的任何一个发起用户设备和多信道通信系统之间的交互站点的代码。 确定用户设备用于联系多信道通信系统的通信信道。 基于确定的通信信道，将交互流文档的代码转换为可由多通道通信系统执行的代码，以使多通道通信系统和用户设备能够通过所确定的通信信道交换通信。 响应被发送到多信道通信系统。