Method and apparatus for improving goal-directed textual conversations between agents and customers
In accordance with an example embodiment a computer-implemented method and an
apparatus for predicting and tracking of mood changes in textual conversations are …
apparatus for predicting and tracking of mood changes in textual conversations are …
Agent Ranking
PK Goyal, HS Gupta, RR Sindhgatta - US Patent App. 14/291,796, 2015 - Google Patents
A method and system for ranking agents is provided. The method includes retrieving
historical assignment data describing past associations with agents and associated tickets …
historical assignment data describing past associations with agents and associated tickets …
System and method for providing instant communication based customer support services using voice recognition
N Goel, B Sakamuri, A Singh, D Kavouspour… - US Patent …, 2014 - Google Patents
With the advent of computers, interactive electronic com munications, and the Internet, as
well as advances in the realm of digital information, has come a reinvention of conventional …
well as advances in the realm of digital information, has come a reinvention of conventional …
Automated telephone host system interaction
A Boone, S Boone, F Korfin - US Patent 10,250,749, 2019 - Google Patents
Systems and methods for automated telephone host system interaction. A system can
include one or more client appli cations executable by respective communication devices …
include one or more client appli cations executable by respective communication devices …
Method and apparatus for improving goal-directed textual conversations between agents and customers
In accordance with an example embodiment a computer-implemented method and an
apparatus for predicting and tracking of mood changes in textual conversations are …
apparatus for predicting and tracking of mood changes in textual conversations are …
Live call debugging and monitoring tool for an interactive voice response unit
GAO Shang, DA Burkholder, KH Koster - US Patent 10,212,283, 2019 - Google Patents
Primary Examiner—Ahmad F. Matar Assistant Examiner—Kharye Pope (57) ABSTRACT A
call monitoring and debugging tool is disclosed that allows a developer to test an interactive …
call monitoring and debugging tool is disclosed that allows a developer to test an interactive …
Prediction of contact center interactions
L Denby, WH Ju, P Tendick - US Patent 10,348,895, 2019 - Google Patents
In order to provide better service with self-service applications, metrics for a communication
session between a user and a self-service application are identified. Based on the metrics, a …
session between a user and a self-service application are identified. Based on the metrics, a …
Providing improved contact center agent assistance during a secure transaction involving an interactive voice response unit
CS Mathis, JS Conner, JP Ouimette - US Patent 10,755,269, 2020 - Google Patents
A secure payment agent assist (“SPAA”) feature provides assistance to a contact center
agent during a payment transaction, where payment information provided by the remote …
agent during a payment transaction, where payment information provided by the remote …
Automated telephone host system interaction
A Boone, S Boone, F Korfin - US Patent 10,477,022, 2019 - Google Patents
Abstract Systems and methods for automated telephone host system interaction. A system
can include one or more client applications executable by respective communication …
can include one or more client applications executable by respective communication …
Automated telephone host system interaction
A Boone, S Boone, F Korfin - US Patent 10,432,790, 2019 - Google Patents
Abstract Systems and methods for automated telephone host system interaction. A system
can include one or more client applications executable by respective communication …
can include one or more client applications executable by respective communication …