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公开(公告)号：WO2022146526A1
公开(公告)日：2022-07-07
申请号：PCT/US2021/054405
申请日：2021-10-11
Applicant: GREENEDEN U.S. HOLDINGS II, LLC
IPC: H04M3/523
Abstract: A method for automated generation of contact center system embeddings according to one embodiment includes determining, by a computing system, contact center system agents, contact center system agent skills, and/or contact center system virtual queue experiences; generating, by the computing system, a matrix representation based on the contact center system agents, the contact center system agent skills, and/or the contact center system virtual queue experiences; generating, by the computing system and based on the matrix representation, contact center system agent identifiers, contact center system agent skills identifiers, and/or contact center system virtual queue identifiers; transforming, by the computing system, the contact center system agent identifiers, the contact center system agent skills identifiers, and/or the contact center system virtual queue identifiers into the contact center system agent embeddings, contact center system agent skills embeddings, and/or contact center system virtual queue embeddings, wherein weights of the contact center system agent embeddings, the contact center system agent skills embeddings, and/or the contact center system virtual queue embeddings are randomly initialized; and training, by the computing system, the contact center system agent embeddings, the contact center system agent skills embeddings, and/or the contact center system virtual queue embeddings by applying machine learning to obtain final weights of the contact center system agent embeddings, the contact center system agent skills embeddings, and/or the contact center system virtual queue embeddings.
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公开(公告)号：WO2022008261A1
公开(公告)日：2022-01-13
申请号：PCT/EP2021/067404
申请日：2021-06-24
Applicant: SINCH GERMANY GMBH
Inventor： INGRAM, Jonathan , TIKHOMIROV, Vladimir , REPO, Inna , PESONEN, Harri
Abstract: Systems, methods, and computer media for routing outbound contact requests are provided herein. The described examples allow routing and execution of outbound contact requests of different types, such as voice call, voice message, text message, chat, and email. Routing rules govern the routing of scheduled, automatic, and push-delayed outbound contact requests based on the type of outbound contact request and parameters associated with the request. Routing can include, for example, queuing a request for an agent, scheduling a request for release at a specified time, reserving a request for delayed push, or automatically executing an outbound contact event corresponding to the request.
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公开(公告)号：WO2021247653A1
公开(公告)日：2021-12-09
申请号：PCT/US2021/035378
申请日：2021-06-02
Applicant: LIVEPERSON, INC.
Inventor： COHEN, Goor , AVIRAM, Shai , KEDMI, Avi
IPC: H04L12/58 , H04M3/523 , G06F16/245 , G06N20/00 , G06Q10/107 , G06Q30/016 , G06Q30/0201 , G06Q30/0269 , H04L51/046 , H04M2201/40 , H04M3/5133
Abstract: Disclosed embodiments provide a framework to solicit and evaluate responses from brands and other users to the intents communicated by customers. In response to obtaining an intent, an intent messaging service provides the intent to an application implemented on a computing device of a user to solicit a response to the intent. In response to obtaining an intent response, the intent messaging service prohibits the user from generating further intent responses and provides the obtained intent response to the customer. The intent messaging service establishes a communications channel between the customer and the user in response to another request corresponding to the intent. This allows for additional responses to be provided to the customer by the user identified by the intent messaging service.
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公开(公告)号：WO2021163154A1
公开(公告)日：2021-08-19
申请号：PCT/US2021/017407
申请日：2021-02-10
Applicant: NG911 SERVICES, INC
Inventor： MITCHELL, Donald Le Roy, Jr.
Abstract: A geospatial shape generator receives cell sector data for each of a plurality of cell sectors, wherein the cell sector data characterizes geocoordinates of a cell tower of each of the plurality of cell sectors, a radius of communication of each cell sector and a beam width of each cell sector. The geospatial shape generator can generate a geospatial shape for each of the plurality of cell sectors. The geospatial shape server can also include a boundary coordinator that queries a Geographic Information System (GIS) for geographic coordinates for each public interest structure within boundaries of each respective geospatial shape. The boundary coordinator can also determine an emergency region for each public interest structure of a plurality of public interest structures identified by the GIS. The geospatial shape server can include a call route control that provides a list of the plurality of public interest structures.
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5.发明申请
公开(公告)号：WO2021158955A1
公开(公告)日：2021-08-12
申请号：PCT/US2021/016871
申请日：2021-02-05
Applicant: AFINITI, LTD.
Inventor： CHISHTY, Ain , AFZAL, Hassan , CHISHTI, Zia
IPC: H04M3/523
Abstract: Techniques for assigning tasks in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method tor assigning tasks in a task assignment system with an external pairing system comprising transmitting, by the task assignment system, to the external pairing system, a plurality of task pairing requests and an agent pairing request, wherein each task pairing request in the plurality of task pairing requests indicates a task that is received tor pairing and each task pairing request in the plurality of task pairing requests indicates an agent that is available for pairing. The method may further comprise receiving, at the task assignment system, from the external pairing system, a pairing recommendation, the pairing recommendation being based at least in part on the plurality of task pairing requests and the agent pairing request.
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Patent Agency Ranking
公开(公告)号：WO2021125984A1
公开(公告)日：2021-06-24
申请号：PCT/PL2019/050080
申请日：2019-12-20
Applicant: MOTOROLA SOLUTIONS, INC.
Inventor： ZAJAC, Tomasz , SIKORA, Szymon , CIUPEK, Pawel , JURZAK, Pawel
IPC: H04M3/51 , H04M3/42 , H04M3/523 , H04W76/50 , H04L29/06 , H04W4/90 , G06Q50/26 , G08B1/00 , G08G1/0112 , G08G1/012 , G08G1/0133 , G08G1/0141 , G08G1/04 , H04L65/1069 , H04M2201/18 , H04M2201/50 , H04M3/42357 , H04M3/5116 , H04M3/5232
Abstract: A process and system for managing incoming video emergency calls (VECs) at a command center relative to an incident includes receiving first and second VECs from respective first and second recording and transmitting devices reflecting a first incident. Identifying the second VEC as a preferred one of the first and second VECs based on one or both of a quality and a field-of-view between the first and second VECs, and responsively causing the identified second VEC to be forwarded to a first live call taker and the first VEC to a VEC monitoring bot configured to continue to monitor video content of the first VEC and refrain from forwarding the first VEC to the first live call taker. The first VEC may be forwarded to the first live call taker at a lower relative resolution.
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公开(公告)号：WO2020205962A1
公开(公告)日：2020-10-08
申请号：PCT/US2020/026161
申请日：2020-04-01
Applicant: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC
Inventor： MOLLER, Matthew, Donaldson , DIMARIA, Matthew , LEKAS, Shannon , NELSON, Kurt , KENNEDY, Nicholas, James , GALVIN, Brian
Abstract: A system and method for mobile device active callback integration, utilizing a callback integration engine operating on a user's mobile device that present a callback token for integration through the operating system and software applications operating on the device, wherein interacting with the callback token produces a callback object used to execute a callback incorporating device hardware, context, scheduling, and trust information.
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公开(公告)号：WO2020190987A1
公开(公告)日：2020-09-24
申请号：PCT/US2020/023247
申请日：2020-03-18
Applicant: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC
Inventor： MOLLER, Matthew, Donaldson , DIMARIA, Matthew , LEKAS, Shannon , NELSON, Kurt , KENNEDY, Nicholas, James , GALVIN, Brian
IPC: H04M3/523
Abstract: A system and method for intent-based active callback management, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.
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公开(公告)号：WO2020150418A1
公开(公告)日：2020-07-23
申请号：PCT/US2020/013788
申请日：2020-01-16
Applicant: AFINITI, LTD.
Inventor： DELKER, Jason
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, availability' of at least one task in a queue; querying, based on at least one variable pertaining to the at least one task, at least one data source for information associated with the at least one task; receiving, from the at least one data source, the information associated with the at least one task: and pairing, based at least in part on the information associated with the at least one task, the at least one task to an agent in the task assignment system.
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公开(公告)号：WO2020147399A1
公开(公告)日：2020-07-23
申请号：PCT/CN2019/117540
申请日：2019-11-12
Applicant: 平安科技(深圳)有限公司
Abstract: 本申请涉及一种基于数据属性匹配的统一路由方法、装置和系统，包括：预先存储至少一个预存用户的主叫号码和预设的用户等级的对应关系，以及至少一个电话平台对应的至少一个坐席的服务优先等级；针对至少一个外部的电话平台中的每一个电话平台，执行：在电话平台接收到当前用户呼入的进线电话时，确定进线电话的主叫号码；根据对应关系，确定进线电话的主叫号码是否存在对应的用户等级；如果是，根据确定的用户等级和服务优先等级，从至少一个坐席中确定目标坐席；将进线电话转接到目标坐席上。本方案能够解耦电话路由分配与电话平台通信功能。
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