Abrégé

A system and method for multimedia contact center interactions via an audiovisual asynchronous messaging channel is provided. In an embodiment, an organization might operate a website comprising information and for providing an entry point of communication with a contact center. A communications channel may be integrated directly with the organization's website, which includes an editable audiovisual interface. A user may interact with the editable interface through a variety of means, including sketching on a webpage and recording to create a video form of audiovisual asynchronous query over the web page. The interaction is analyzed and routed to an agent for handling. The agent may then be connected to the user through the asynchronous channel.

Classes IPC  ?

• G06F 16/00 - Recherche d’informations; Structures de bases de données à cet effet; Structures de systèmes de fichiers à cet effet
• G06F 16/438 - Présentation des résultats des requêtes
• G06F 16/432 - Formulation de requêtes

Abrégé

A first text corpus comprising punctuated and capitalized text is received. The words in the first text corpus are then annotated with a set of labels indicating a punctuation and a capitalization of each word. At an initial training stage, a machine learning model is trained on a first training set using the annotated words from the first text corpus and the labels. A second text corpus is received representing conversational speech. The words in the second text corpus are then annotated with the set of labels. In a re-training stage, the machine learning model is re-trained on a second training set comprising the annotated words from the second text corpus, and the labels. At an inference stage, the trained machine learning model is applied to a target set of words representing conversational speech to predict a punctuation and capitalization of each word in the target set.

Classes IPC  ?

• G06F 40/232 - Correction orthographique, p.ex. vérificateurs d’orthographe ou insertion des voyelles
• G06N 20/00 - Apprentissage automatique
• G06F 40/279 - Reconnaissance d’entités textuelles
• G06F 40/169 - Annotation, p.ex. données de commentaires ou notes de bas de page
• G10L 15/04 - Segmentation; Détection des limites de mots
• G10L 15/06 - Création de gabarits de référence; Entraînement des systèmes de reconnaissance de la parole, p.ex. adaptation aux caractéristiques de la voix du locuteur
• G10L 15/197 - Grammaires probabilistes, p.ex. n-grammes de mots
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 

Abrégé

A system including a mobile application on a user's mobile device for connecting to a plurality of contact centers and providing personalized context to the user. The system includes: the mobile application; a connection from the mobile application to a central API service, wherein the central API service provides authentication tokens to the mobile application for facilitating interaction therebetween; a plurality of vendors which the user has associated with their profile and have been integrated with the central API service, wherein the vendors are operably connected with the central API service for information sharing; and a plurality of media channels connecting the plurality of vendors with the central API service, allowing the user to: view personalized context from past interactions between the user and the plurality of contact centers through the mobile application; and connect with the contact centers.

Classes IPC  ?

• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04M 1/72436 - Interfaces utilisateur spécialement adaptées aux téléphones sans fil ou mobiles avec des moyens de soutien local des applications accroissant la fonctionnalité avec des moyens interactifs de gestion interne des messages pour la messagerie textuelle, p.ex. SMS ou courriel
• H04M 1/72454 - Interfaces utilisateur spécialement adaptées aux téléphones sans fil ou mobiles avec des moyens permettant d’adapter la fonctionnalité du dispositif dans des circonstances spécifiques en tenant compte des contraintes imposées par le contexte ou par l’environnement
• H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• H04W 12/06 - Authentification

Abrégé

A method for authoring a conversational bot including: receiving conversation data; receiving seed intent data that comprises seed intents having a seed intent label and sample intent-bearing utterances; using an intent mining algorithm to mine the conversation data to determine new utterances to associate with the seed intent; augmenting the seed intent data to include the mined new utterances associated with the seed intents; and uploading the augmented seed intent data into the conversation bot. The intent mining algorithm may include: identifying intent-bearing utterances; identifying candidate intents; for each of the seed intents, identifying seed intent alternatives from the sample intent-bearing utterances; associating the intent-bearing utterances from the conversation data with the seed intents via determining a degree of semantic similarity between the candidate intents of the intent-bearing utterances and the seed intent alternatives.

Classes IPC  ?

• G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel
• G06F 16/2458 - Types spéciaux de requêtes, p.ex. requêtes statistiques, requêtes floues ou requêtes distribuées
• G06N 5/02 - Représentation de la connaissance; Représentation symbolique
• G06Q 30/016 - Fourniture d’une assistance aux clients, p. ex pour assister un client dans un lieu commercial ou par un service d’assistance après-vente
• G10L 15/19 - Contexte grammatical, p.ex. désambiguïsation des hypothèses de reconnaissance par application des règles de séquence de mots
• G06F 16/35 - Groupement; Classement
• G06F 16/332 - Formulation de requêtes
• G06F 40/30 - Analyse sémantique
• G06F 40/289 - Analyse syntagmatique, p.ex. techniques d’états finis ou regroupement
• G06F 40/284 - Analyse lexicale, p.ex. segmentation en unités ou cooccurrence
• G06F 40/205 - Analyse syntaxique
• G06F 40/216 - Analyse syntaxique utilisant des méthodes statistiques
• G06F 40/35 - Représentation du discours ou du dialogue
• G06F 40/295 - Reconnaissance de noms propres

Abrégé

A method for intent mining that includes: receiving conversation data; using an intent mining algorithm to automatically mine intents from the conversation data; and uploading the mined intents into the conversational bot. The intent mining algorithm may include: analyzing utterances of the conversation data to identify intent-bearing utterances; analyzing the identified intent-bearing utterances to identify candidate intents; selecting salient intents from the candidate intents; grouping the selected salient intents into salient intent groups in accordance with a degree of semantic similarity; for each of the salient intent groups, selecting one of the salient intents as the intent label and designating the others as the intent alternatives; and associating the intent-bearing utterances with the salient intent groups via determining a degree of semantic similarity between the candidate intents present in the intent-bearing utterance and the intent alternatives within each group.

Classes IPC  ?

• G06F 40/30 - Analyse sémantique
• G10L 15/08 - Classement ou recherche de la parole
• G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel
• G06F 16/2458 - Types spéciaux de requêtes, p.ex. requêtes statistiques, requêtes floues ou requêtes distribuées
• G06N 5/02 - Représentation de la connaissance; Représentation symbolique
• G06Q 30/00 - Commerce
• G10L 15/19 - Contexte grammatical, p.ex. désambiguïsation des hypothèses de reconnaissance par application des règles de séquence de mots
• G06F 16/35 - Groupement; Classement
• G06F 16/332 - Formulation de requêtes
• G06F 40/289 - Analyse syntagmatique, p.ex. techniques d’états finis ou regroupement
• G06F 40/284 - Analyse lexicale, p.ex. segmentation en unités ou cooccurrence
• G06F 40/205 - Analyse syntaxique
• G06F 40/216 - Analyse syntaxique utilisant des méthodes statistiques
• G06F 40/35 - Représentation du discours ou du dialogue
• G06F 40/295 - Reconnaissance de noms propres

Abrégé

A method for optimizing a workflow of deferrable work interactions in a contact center that includes: providing a NLP models and a priority model; using text derived from received deferrable working interactions as inputs to the NLP models to generate the NLP scores; using the LP scores as inputs to the priority model to generate the priority score; identifying candidate agents of the agents for handling the deferrable work interactions; receiving an inbound work forecast; receiving agent work schedule data; using an optimization process to generate an optimized workflow for the deferrable work interactions, where the optimized workflow includes assignments in which an agent from the candidate agents is selected to handle the deferrable work interaction and a target timeframe for handling is scheduled; and routing the deferrable work interactions in accordance with the assignments of the optimized workflow.

Classes IPC  ?

• G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• G06F 40/40 - Traitement ou traduction du langage naturel

Abrégé

A method related to predicting agent attrition rate that includes: providing an attrition model; measuring and recording agent journey data of a first agent of a contact center, the agent journey data describing aspects related to an employment of the first agent and having data types that corresponds in kind to data types of inputs of the attrition model; determining that prediction of an attrition rate of the first agent is required; using the attrition model to predict the attrition rate by providing values for the inputs from applicable values taken from the agent journey data of the first agent, and calculating the attrition rate as the output of the attrition model; determining if the calculated current attrition rate indicates a high risk of attrition; and transmitting an alert communication to a supervisor of the first agent.

Classes IPC  ?

• G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06F 40/40 - Traitement ou traduction du langage naturel
• G06N 20/00 - Apprentissage automatique

Abrégé

A method facilitating a customer exercising post-purchase rights associated with a purchase made by the customer of a product. The method includes: receiving first documentation related to the purchase of the product; extracting purchase data from the first documentation, where the extracted purchase data describes the purchase including a vendor identify, purchase date, and product type; conducting search using terms derived from the extracted purchase data to connect to a vendor web site; conducting a search of the vendor web site using terms derived from the extracted purchase data to locate a first vendor policy of the vendor that defines a first post-purchase right of the customer; determining a milestone date associated with the first post-purchase right of the customer; and sending a notification to the customer appraising the customer of the milestone date and the material change.

Classes IPC  ?

• G06Q 30/00 - Commerce
• G06Q 10/00 - Administration; Gestion
• G06F 16/953 - Requêtes, p.ex. en utilisant des moteurs de recherche du Web
• G06N 20/00 - Apprentissage automatique
• H04L 12/58 - Systèmes de commutation de messages
• H04N 7/18 - Systèmes de télévision en circuit fermé [CCTV], c. à d. systèmes dans lesquels le signal vidéo n'est pas diffusé

Abrégé

A method for resolving customer requests that includes: providing a personal bot assistant and an asynchronous resolution facilitator; receiving a customer request from a first customer and producing a transcript thereof; determining an intent based on the transcript and customer information relating to the determined intent; transmitting an initial set of data to the asynchronous resolution facilitator and assembling therefrom a resolution package that includes an agent interface showing information required to expeditiously resolve the customer request including one or more recommended business processes; displaying the agent interface on a screen of the agent device; receiving input from the agent device that indicates the agent has completed preparing a resolution for the customer request; and providing notification to the first customer of the achieved resolution via the personal device of the first customer.

Classes IPC  ?

• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06F 40/30 - Analyse sémantique
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole

Abrégé

A system and method are presented for creating bots for automating first party touchpoints with contact centers. Software bots created using Robotic Process Automation (RPA) are integrated with a contact center's different customer touch points (e.g. chatbots, emails and SMS, websites, IVR application, mobile applications, agent workstation). Artificial intelligence behind the touch points finds the intent of an interaction and the respective RPAs to be triggered using a fulfillment engine that finds and executes the appropriate fulfillment for each interaction intent. A REST API Request is sent to an RPA execution server, which runs the selected RPA and sends the result to the respective touch point that triggered it.

Classes IPC  ?

• H04M 3/00 - Centraux automatiques ou semi-automatiques
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06F 16/22 - Indexation; Structures de données à cet effet; Structures de stockage
• G06F 9/54 - Communication interprogramme
• G06F 40/30 - Analyse sémantique

Abrégé

A method for selectively transcribing voice communications that includes: receiving keywords; receiving an audio stream of audio data of speech; searching the audio stream to detect keywords or keyword detections and recording parameter data for each that includes a location of the keyword within the audio stream; generating one or more cumulative datasets for one or more portions of the audio stream that each includes parameter data for the keyword detections occurring therein; for each of the one or more portions of the audio stream, calculating a transcription favorableness score via inputting the corresponding one of the one or more cumulative datasets into an algorithm; and determining whether to transcribe each of the one or more portions of the audio stream by comparing the corresponding transcription favorableness score against a predetermined threshold.

Classes IPC  ?

• G10L 15/00 - Reconnaissance de la parole
• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G10L 15/08 - Classement ou recherche de la parole

Abrégé

A system and method are presented relating to emotion-based action recommendations. The present invention may include a recommender engine that analyzes several pieces of information and using artificial intelligence derived models, provides a course of action for a contact center agent and the probability and estimations behind the recommendation as a justification. System inputs include cost of the item or service being troubleshooted, estimated costs for different resolutions, cost of each escalation level of the interaction, history of previous interactions, agent costs, history of the current interaction, acoustic events and sentiment or primary detected emotions of the customer's transcript. The recommended course of action, rationale, and authorization can be provided as output. The system may record whether the agent followed the recommendation to improve further recommendations.

Classes IPC  ?

• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
• G06Q 10/10 - Bureautique; Gestion du temps
• G06N 3/08 - Méthodes d'apprentissage
• G06F 40/295 - Reconnaissance de noms propres
• G06F 18/2113 - Sélection du sous-ensemble de caractéristiques le plus significatif en classant ou en filtrant l'ensemble des caractéristiques, p.ex. en utilisant une mesure de la variance ou de la corrélation croisée des caractéristiques

Abrégé

A method for personalizing a delivery of services to a first customer including: providing a customer profile; updating the customer profile via performing a first process to collect interaction data, the first process including the steps of: monitoring activity on the communication device and, therefrom, detecting the first interaction with the first contact center; identifying data relating to the first interaction for collecting as the interaction data; and updating the customer profile to include the interaction data identified from the first interaction; generating an interaction predictor, the interaction predictor comprising knowledge about the first customer derived, at least in part, from the data stored within the customer profile, the knowledge comprising a behavioral factor attributable to the first customer given a first type of interaction; and augmenting the customer profile by storing therein the interaction predictor.

Classes IPC  ?

• G06Q 30/00 - Commerce
• H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06N 3/08 - Méthodes d'apprentissage
• G06F 9/455 - Dispositions pour exécuter des programmes spécifiques Émulation; Interprétation; Simulation de logiciel, p.ex. virtualisation ou émulation des moteurs d’exécution d’applications ou de systèmes d’exploitation

Abrégé

A computer-implemented method for automating actions for a customer in relation to an interaction between the customer and an agent of a contact center, the interaction including an exchange of statements made by the customer and agent. The method includes the steps of: receiving a transcript of the interaction; via a first analysis, analyzing the transcript; from results of the first analysis, identifying: a pending action, wherein the pending action is an action promised by the customer or agent that will be resolved after the interaction; and a target timeframe for resolving the pending action; given the pending action, determining a follow-up workflow that includes one or more follow-up actions, each of the one or more follow-up actions comprising an action intended to assist the customer to resolve the pending action; and automatically executing the one or more follow-up actions.

Classes IPC  ?

• G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
• G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel
• G06Q 10/10 - Bureautique; Gestion du temps
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04L 12/58 - Systèmes de commutation de messages
• G10L 15/06 - Création de gabarits de référence; Entraînement des systèmes de reconnaissance de la parole, p.ex. adaptation aux caractéristiques de la voix du locuteur
• G06Q 30/00 - Commerce
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• G06N 3/08 - Méthodes d'apprentissage
• G10L 15/16 - Classement ou recherche de la parole utilisant des réseaux neuronaux artificiels

Abrégé

A computer-implemented method related to routing incoming interactions of contact centers. The method may include: receiving initial data identifying a first incoming interaction that includes information disclosing at least an intent of the first incoming interaction; and performing a first subprocess to generate a personalized routing profile tailored to facilitate routing the first incoming interaction in accordance with preferences of a first customer. The first subprocess may include: accessing data from a database, the database including at least a first customer profile storing data relating to the first customer; based on the accessed data and the intent of the first incoming interaction, determining preferred agent characteristics data of the first customer for the first incoming interaction; and generating the personalized routing profile so to include the preferred agent characteristics data of the first customer.

Classes IPC  ?

• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels

Abrégé

A method for implementing an enterprise's outbound campaign in which an offer is communicated to target customers in a manner personalized for each. The method includes: providing a customer profile database; providing a personalization platform; updating the customer profile of a first target customer according to data received from a personal bot running on a device of the first target customer; deriving interaction predictors for the first target customer relating to behavioral tendency for a interaction type; receiving an enterprise campaign dataset from the enterprise related to the outbound campaign, the enterprise campaign dataset including: information describing the offer, context; and list of the target customers; augmenting, at the personalization platform, the enterprise campaign dataset with the interaction predictors related to the first target customer to produce an enriched campaign dataset; and transmitting the enriched campaign dataset to the enterprise.

Classes IPC  ?

• G06Q 30/02 - Marketing; Estimation ou détermination des prix; Collecte de fonds
• G06N 20/00 - Apprentissage automatique

Abrégé

A method for configuring a selected application of a contact center to facilitate handling of incoming interactions. The method may include: collecting data; generating individual customer models and aggregated customer models, wherein the aggregated customer models each comprises an aggregation of a grouping of the individual customer models; generating individual agent models and aggregated agent models, wherein the aggregated agent models each comprises an aggregation of a grouping of the individual agent models; from the customer models, generating a customer predictor configured to predict customer behavior; from the agent models, generating an agent predictor configured to predict agent behavior; using the customer predictor to make a customer prediction; using the agent predictor to make an agent prediction; and modifying an allocation of a contact center resource based on the customer and the agent predictions.

Classes IPC  ?

• G06Q 30/02 - Marketing; Estimation ou détermination des prix; Collecte de fonds
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06Q 30/00 - Commerce

Abrégé

A method comprising: receiving a plurality of audio segments comprising a speech signal, wherein said audio segments represent a plurality of verbal interactions; receiving labels associated with an emotional state expressed in each of said audio segments; dividing each of said audio segments into a plurality of frames, based on a specified frame duration; extracting a plurality of acoustic features from each of said frames; computing statistics over said acoustic features with respect to sequences of frames representing phoneme boundaries in said audio segments; at a training stage, training a machine learning model on a training set comprising: said statistics associated with said audio segments, and said labels; and at an inference stage, applying said trained model to one or more target audio segments comprising a speech signal, to detect an emotional state expressed in said target audio segments.

Classes IPC  ?

• G10L 25/63 - Techniques d'analyses de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation pour estimer un état émotionnel
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
• G06F 40/30 - Analyse sémantique
• G10L 15/02 - Extraction de caractéristiques pour la reconnaissance de la parole; Sélection d'unités de reconnaissance 
• G10L 15/04 - Segmentation; Détection des limites de mots
• G10L 15/06 - Création de gabarits de référence; Entraînement des systèmes de reconnaissance de la parole, p.ex. adaptation aux caractéristiques de la voix du locuteur

Abrégé

A root behavior tree is stored with a flow control node and a plurality of child nodes. The flow control node may determine a sequence of execution of child nodes. A first-level behavior tree is stored and executed to accomplish a task with associated intent. The first-level tree comprises a child node of the root tree and nodes defining actions. A dialog between contact center and user is hosted over a communication channel and a processor receives inputs from the dialog and executes the root tree and the first-level tree as a child node of the root tree in response. Upon detecting a match between an input and a data pattern, the execution sequence within the root tree or a further tree is altered. Responsive to the altered sequence, an output is provided to cause an action.

Classes IPC  ?

• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06F 40/30 - Analyse sémantique
• G06F 40/35 - Représentation du discours ou du dialogue
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels

Abrégé

A computer-implemented method for managing a dialog between a contact center system and a user thereof, comprising the steps of: hosting a dialog over a communication channel between an automated dialog engine of said contact center and said user thereof, said dialog comprising messages sent between said automated dialog engine and said user in both directions; said automated dialog engine receiving input messages from said user, and determining response messages in response to said inputs; detecting from said messages of said dialog a trigger event matching a rule; in response to detection of said trigger event: providing said agent station with a summary of said dialog; and providing control of said automated dialog engine to said agent station.

Classes IPC  ?

• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06F 40/30 - Analyse sémantique
• G06F 40/35 - Représentation du discours ou du dialogue
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels

Abrégé

A processor receives inputs from a dialog between an agent and a user performed over a communication channel A knowledge base is stored, comprising entries with a subset of said entries defined as higher priority. A match is detected between an input from said dialog and a plurality of said knowledge base entries. At least one of said plurality of entries is retrieved corresponding to said match. The at least one of said plurality of entries is pushed as an output to one or more of a device operated by said user and at least one device operated by one of said user and said agent. A further match is detected between an input from said dialog and a higher priority entry in said knowledge base and pushed to said at least one device while the dialog is ongoing.

Classes IPC  ?

• H04M 3/00 - Centraux automatiques ou semi-automatiques
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06F 40/35 - Représentation du discours ou du dialogue
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• G06F 40/30 - Analyse sémantique

Abrégé

A method for protecting personal data pursuant to behavioral factors unique to a first customer. The method includes: storing a customer profile of the first customer that includes transaction data from transactions with entities; providing a personal assistant that is configured to access the customer profile pursuant to engagement rules to conduct the transactions; updating the customer profile pursuant to a first new transaction; generating a predictor from the updated customer profile, the predictor including knowledge about the first customer derived from the updated customer profile including a behavioral factors attributable to the first customer given a characteristic related to the first new transaction; augmenting the customer profile by storing therein the predictor, wherein the predictor: modifies at least one of the rules of the engagement rules and links the behavioral factor to the characteristic of the first transaction.

Classes IPC  ?

• G06F 21/62 - Protection de l’accès à des données via une plate-forme, p.ex. par clés ou règles de contrôle de l’accès
• G06F 16/23 - Mise à jour
• G06Q 30/02 - Marketing; Estimation ou détermination des prix; Collecte de fonds
• G06Q 30/06 - Transactions d’achat, de vente ou de crédit-bail
• G06Q 20/40 - Autorisation, p.ex. identification du payeur ou du bénéficiaire, vérification des références du client ou du magasin; Examen et approbation des payeurs, p.ex. contrôle des lignes de crédit ou des listes négatives
• G06Q 20/38 - Architectures, schémas ou protocoles de paiement - leurs détails
• G06Q 50/26 - Services gouvernementaux ou services publics
• G06Q 50/00 - Systèmes ou procédés spécialement adaptés à un secteur particulier d’activité économique, p.ex. aux services d’utilité publique ou au tourisme
• G06N 20/00 - Apprentissage automatique
• G06F 40/40 - Traitement ou traduction du langage naturel

Abrégé

A method for delivering messages from customers to bots that includes providing a bot gateway and, pursuant to a process, formatting and sending the messages. The bot gateway includes bot schemas that each defines a data field arrangement for sending requests to a particular bot. The process includes receiving a first message and determining therefrom a first customer, a first tenant, a first bot, and a text message from the first customer to the first bot. The process includes: providing a bot configuration data set; selecting a first bot schema pertaining to the first bot; creating a formatted request via mapping the text message and the data values defined in the bot configuration data set to corresponding data fields defined within the data field arrangement; and sending the formatted request to the first bot.

Classes IPC  ?

• H04L 12/58 - Systèmes de commutation de messages
• G06Q 30/06 - Transactions d’achat, de vente ou de crédit-bail

Abrégé

Methods, systems, and computer program product for automatically performing sentiment analysis on texts, such as telephone call transcripts and electronic written communications. Disclosed techniques include, inter alia, lexicon training, handling of negations and shifters, pruning of lexicons, confidence calculation for token orientation, supervised customization, lexicon mixing, and adaptive segmentation.

Classes IPC  ?

• G06F 40/20 - Analyse du langage naturel
• G06F 40/35 - Représentation du discours ou du dialogue
• G06K 9/62 - Méthodes ou dispositions pour la reconnaissance utilisant des moyens électroniques
• G06F 40/284 - Analyse lexicale, p.ex. segmentation en unités ou cooccurrence

Abrégé

Methods, systems, and computer program product for automatically performing sentiment analysis on texts, such as telephone call transcripts and electronic written communications. Disclosed techniques include, inter alia, lexicon training, handling of negations and shifters, pruning of lexicons, confidence calculation for token orientation, supervised customization, lexicon mixing, and adaptive segmentation.

Classes IPC  ?

• G06F 40/20 - Analyse du langage naturel
• G06F 40/35 - Représentation du discours ou du dialogue
• G06K 9/62 - Méthodes ou dispositions pour la reconnaissance utilisant des moyens électroniques
• G06F 40/284 - Analyse lexicale, p.ex. segmentation en unités ou cooccurrence

Abrégé

Methods, systems, and computer program product for automatically performing sentiment analysis on texts, such as telephone call transcripts and electronic written communications. Disclosed techniques include, inter alia, lexicon training, handling of negations and shifters, pruning of lexicons, confidence calculation for token orientation, supervised customization, lexicon mixing, and adaptive segmentation.

Classes IPC  ?

• G06F 40/30 - Analyse sémantique
• G06F 40/35 - Représentation du discours ou du dialogue
• G06K 9/62 - Méthodes ou dispositions pour la reconnaissance utilisant des moyens électroniques
• G06F 40/284 - Analyse lexicale, p.ex. segmentation en unités ou cooccurrence

Abrégé

A system and method are presented for the addition of content to contact center interactions. An interaction is routed to an agent in the contact center environment. The interaction is routed through one or more providers of embedded client applications. Providers may be a first party, a DSL provider, or a programmatic provider. The provider triggers a user interface which displays one or more specified embedded client applications to the agent and when the agent selects one of the applications, it is asynchronously loaded through an inline frame.

Classes IPC  ?

• G06F 15/16 - Associations de plusieurs calculateurs numériques comportant chacun au moins une unité arithmétique, une unité programme et un registre, p.ex. pour le traitement simultané de plusieurs programmes
• G06F 9/54 - Communication interprogramme
• H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06Q 30/02 - Marketing; Estimation ou détermination des prix; Collecte de fonds
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• G06F 9/455 - Dispositions pour exécuter des programmes spécifiques Émulation; Interprétation; Simulation de logiciel, p.ex. virtualisation ou émulation des moteurs d’exécution d’applications ou de systèmes d’exploitation

Abrégé

A system and method for multimedia contact center interactions via an audiovisual asynchronous messaging channel is provided. In an embodiment, an organization might operate a website comprising information and for providing an entry point of communication with a contact center. A communications channel may be integrated directly with the organization's website, which includes an editable audiovisual interface. A user may interact with the editable interface through a variety of means, including sketching on a webpage and recording to create a video form of audiovisual asynchronous query over the web page. The interaction is analyzed and routed to an agent for handling. The agent may then be connected to the user through the asynchronous channel.

Classes IPC  ?

• G06F 16/00 - Recherche d’informations; Structures de bases de données à cet effet; Structures de systèmes de fichiers à cet effet
• G06F 16/438 - Présentation des résultats des requêtes
• G06F 16/432 - Formulation de requêtes

Abrégé

A method for automating interactions with enterprises includes: receiving, through a user interface, a natural language request from a customer; determining a customer intent from the natural language request; conducting an automated interaction by: determining, by a personal bot controller circuit, an enterprise to service the customer intent; loading an enterprise library for interacting with an application programming interface (API) of the enterprise, the enterprise library including one or more library functions; identifying a library function for servicing the customer intent from among the one or more library functions; generating a request based on the identified library function and the customer intent; transmitting the generated request to the enterprise to initiate an interaction; receiving a response from the enterprise; and notifying the customer of a result of the interaction.

Classes IPC  ?

• G06Q 30/02 - Marketing; Estimation ou détermination des prix; Collecte de fonds
• G06Q 30/00 - Commerce

Abrégé

A system and method are presented for providing a contextual summary of an interaction between a first party and a second party over a media channel in an interaction transfer to a third party. A request is received to transfer an interaction to the third party, the request being triggered from the interaction. A text transcript of the interaction is obtained. The text transcript is processed to obtain the contextual summary and metadata, which is provided to the third party for handling the interaction with the interaction transfer. The contextual summary is provided by a contextual summarizer, which comprises a custom plurality of application programming interfaces (APIs). The plurality of APIs comprises at least one of: a text summarizer API, a churn predictor API, a sentiment analysis API, a next best action API, and an interaction reference detector API.

Classes IPC  ?

• H04M 3/00 - Centraux automatiques ou semi-automatiques
• H04M 5/00 - Centraux manuels
• G06Q 30/02 - Marketing; Estimation ou détermination des prix; Collecte de fonds
• H04L 51/00 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p.ex. courriel
• H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p.ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p.ex. des réponses automatiques ou des messages générés par un agent conversationnel
• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
• G06F 40/10 - Traitement de texte
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur

Abrégé

A method for managing automated resources that includes: calculating a channel RIQ score for a first bot in relation to a first communication channel and using it to modify a deployment of the first bot. The calculating the channel RIQ score for the first bot may include: identifying a first engagement scenario that the first bot is able to perform via the first communication channel; identifying target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel; collecting performance data related to the first bot performing the first engagement scenario via the first communication channel; calculating the channel RIQ score by comparing: the performance data related to the first bot performing the first engagement scenario; and the target bot capabilities for performing the first engagement scenario via the first communication channel.

Classes IPC  ?

• H04M 3/00 - Centraux automatiques ou semi-automatiques
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• G06F 11/34 - Enregistrement ou évaluation statistique de l'activité du calculateur, p.ex. des interruptions ou des opérations d'entrée–sortie
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur

Abrégé

A system and method are presented for delivering modular tools through a cloud-based remote computing environment. Users may create and customize extensions to the modular tools for integration with the product system without requiring change to product. Using a script tag added to a website, a user is able to install the modular tool to a website. The modular tool extensions are able to directly communicate with handlers and websites and are able to become directly integrated with a premises-based product. This may be done through a multiplexed API exposed to the modular tool extensions that directly couples them to the premises-based product. The modular tools are able to be configured in the premises-based product, however they are hosted in the cloud and as such, the premises-based product is able to receive continuous integration and deployment from the cloud.

Classes IPC  ?

• G06F 9/54 - Communication interprogramme
• G06F 9/50 - Allocation de ressources, p.ex. de l'unité centrale de traitement [UCT]
• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
• G06F 3/0484 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI] pour la commande de fonctions ou d’opérations spécifiques, p.ex. sélection ou transformation d’un objet, d’une image ou d’un élément de texte affiché, détermination d’une valeur de paramètre ou sélection d’une plage de valeurs
• G06F 9/451 - Dispositions d’exécution pour interfaces utilisateur
• G06F 40/14 - Documents en configuration arborescente
• G06F 9/455 - Dispositions pour exécuter des programmes spécifiques Émulation; Interprétation; Simulation de logiciel, p.ex. virtualisation ou émulation des moteurs d’exécution d’applications ou de systèmes d’exploitation
• G06Q 30/00 - Commerce
• H04L 41/12 - Découverte ou gestion des topologies de réseau
• G06F 21/62 - Protection de l’accès à des données via une plate-forme, p.ex. par clés ou règles de contrôle de l’accès
• H04L 67/1097 - Protocoles dans lesquels une application est distribuée parmi les nœuds du réseau pour le stockage distribué de données dans des réseaux, p.ex. dispositions de transport pour le système de fichiers réseau [NFS], réseaux de stockage [SAN] ou stockage en réseau [NAS]
• H04L 67/02 - Protocoles basés sur la technologie du Web, p.ex. protocole de transfert hypertexte [HTTP]
• H04L 41/0859 - Récupération de la configuration du réseau; Suivi de l’historique de configuration du réseau en conservant l'historique des différentes générations de configuration ou en revenant aux versions de configuration précédentes
• H04L 41/5041 - Gestion des services réseau, p.ex. en assurant une bonne réalisation du service conformément aux accords caractérisée par la relation temporelle entre la création et le déploiement d’un service
• H04L 41/0869 - Validation de la configuration au sein d'un élément de réseau
• G06F 21/57 - Certification ou préservation de plates-formes informatiques fiables, p.ex. démarrages ou arrêts sécurisés, suivis de version, contrôles de logiciel système, mises à jour sécurisées ou évaluation de vulnérabilité
• H04L 41/50 - Gestion des services réseau, p.ex. en assurant une bonne réalisation du service conformément aux accords
• H04L 41/0233 - Techniques orientées objet, pour la représentation des données de gestion de réseau, p.ex. l’architecture commune de répartition des requêtes d’objets [CORBA]

Abrégé

A system and method are presented for analyzing network performance of a web application. A user interface in a cloud-based collaboration platform provides a notification when the user's location is having network connectivity issues to the collaboration platform. Connectivity issues may be determined through aggregation of measurements of network quality and performance (e.g. XMLHttpRequest requests, Websockets, and WebRTC) and alerting the user when issues arise. Data may be pushed back to an analytics ingestion system for aggregate-of-aggregate analytics and alerting as well as viewing network performance across a plurality of users and organizations.

Classes IPC  ?

• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison

Abrégé

A system and method are presented for the correction of packet loss in audio in automatic speech recognition (ASR) systems. Packet loss correction, as presented herein, occurs at the recognition stage without modifying any of the acoustic models generated during training. The behavior of the ASR engine in the absence of packet loss is thus not altered. To accomplish this, the actual input signal may be rectified, the recognition scores may be normalized to account for signal errors, and a best-estimate method using information from previous frames and acoustic models may be used to replace the noisy signal.

Classes IPC  ?

• G10L 19/005 - Correction d’erreurs induites par le canal de transmission, lorsqu’elles sont liées à l’algorithme de codage
• G10L 15/08 - Classement ou recherche de la parole
• G10L 15/14 - Classement ou recherche de la parole utilisant des modèles statistiques, p.ex. des modèles de Markov cachés [HMM]
• G10L 15/20 - Techniques de reconnaissance de la parole spécialement adaptées de par leur robustesse contre les perturbations environnantes, p.ex. en milieu bruyant ou reconnaissance de la parole émise dans une situation de stress
• G10L 19/00 - Techniques d'analyse ou de synthèse de la parole ou des signaux audio pour la réduction de la redondance, p.ex. dans les vocodeurs; Codage ou décodage de la parole ou des signaux audio utilisant les modèles source-filtre ou l’analyse psychoacoustique
• G10L 15/02 - Extraction de caractéristiques pour la reconnaissance de la parole; Sélection d'unités de reconnaissance 
• G10L 25/18 - Techniques d'analyses de la parole ou de la voix qui ne se limitent pas à un seul des groupes caractérisées par le type de paramètres extraits les paramètres extraits étant l’information spectrale de chaque sous-bande
• G10L 25/21 - Techniques d'analyses de la parole ou de la voix qui ne se limitent pas à un seul des groupes caractérisées par le type de paramètres extraits les paramètres extraits étant l’information sur la puissance

Abrégé

A system and method are presented for customer journey event representation learning and outcome prediction using neural sequence models. A plurality of events are input into a module where each event has a schema comprising characteristics of the events and their modalities (web clicks, calls, emails, chats, etc.). The events of different modalities can be captured using different schemas and therefore embodiments described herein are schema-agnostic. Each event is represented as a vector of some number of numbers by the module with a plurality of vectors being generated in total for each customer visit. The vectors are then used in sequence learning to predict real-time next best actions or outcome probabilities in a customer journey using machine learning algorithms such as recurrent neural networks.

Classes IPC  ?

• G06Q 20/00 - Architectures, schémas ou protocoles de paiement
• G06N 20/00 - Apprentissage automatique
• G06F 21/60 - Protection de données
• G06N 3/04 - Architecture, p.ex. topologie d'interconnexion
• G06N 3/08 - Méthodes d'apprentissage
• G06Q 30/06 - Transactions d’achat, de vente ou de crédit-bail

Abrégé

A method, system, and computer program product for unsupervised automated generation of lexicons in a specified target domain, comprising tokens having domain-specific sentiment orientation, by selecting a seed set of tokens from a source lexicon; generating a candidate set of tokens from a text corpus in the target domain based on a similarity parameter with the seed set; calculating a sentiment score for each of the tokens in the candidate set; and automatically updating the source lexicon based on the candidate list.

Classes IPC  ?

• G06F 40/284 - Analyse lexicale, p.ex. segmentation en unités ou cooccurrence
• G06F 40/49 - Traduction appuyée sur des données utilisant de très grands corpus, p.ex. le Web
• G06F 17/18 - Opérations mathématiques complexes pour l'évaluation de données statistiques
• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
• G10L 25/63 - Techniques d'analyses de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation pour estimer un état émotionnel

Abrégé

A system is presented for load balancing across media server instances. In an embodiment, media is broken out into a multi-tenanted service allowing the media to be scaled independently of the number of organizations supported on a cloud-based collaboration platform. Scaling may occur in a scaling-out or a scaling-in operation. States for a media service may comprise in-service, quiescing, quiesced, failed, etc. The states may be used to monitor sessions associated with an instance and determine which media instances to terminate during a scaling-in operation. In an embodiment, new instances may be added to a collection of media instances in response to an increased workload in a scaling-out operation.

Classes IPC  ?

• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
• H04L 67/1031 - Commande du fonctionnement des serveurs par un répartiteur de charge, p.ex. en ajoutant ou en supprimant de serveurs qui servent des requêtes
• H04L 67/1029 - Protocoles dans lesquels une application est distribuée parmi les nœuds du réseau pour accéder à un serveur parmi une pluralité de serveurs répliqués en utilisant des données liées à l'état des serveurs par un répartiteur de charge
• H04L 67/1008 - Sélection du serveur pour la répartition de charge basée sur les paramètres des serveurs, p.ex. la mémoire disponible ou la charge de travail
• H04L 47/70 - Contrôle d'admission; Allocation des ressources
• H04L 67/60 - Ordonnancement ou organisation du service des demandes d'application, p.ex. demandes de transmission de données d'application en utilisant l'analyse et l'optimisation des ressources réseau requises
• H04L 67/14 - Gestion de session
• H04L 65/61 - Diffusion en flux de paquets multimédias pour la prise en charge des services de diffusion par flux unidirectionnel, p.ex. radio sur Internet
• H04L 47/125 - Prévention de la congestion; Récupération de la congestion en équilibrant la charge, p.ex. par ingénierie de trafic
• H04L 65/401 - Prise en charge des services ou des applications dans laquelle les services impliquent une session principale en temps réel et une ou plusieurs sessions parallèles additionnelles en temps réel ou sensibles au temps, p.ex. accès partagé à un tableau blanc ou mise en place d’une sous-conférence
• H04L 65/1083 - Procédures en session
• H04L 69/14 - Protocoles multicanaux ou multi-liaisons
• H04L 67/53 - Services réseau en utilisant des fournisseurs tiers de services

Abrégé

A system and method are presented for invoking integration actions in a unified collaboration system. A client communicates with a bridging web server through a ReST. The bridging web server comprises a cloud service which facilitates communication with integration servers, which may be located on-premises. In an embodiment, the integration server(s) host a number of plugins which are capable of implementing integration actions. The bridging web server decides which action implementation is the best one to service a request. The implementation may be based on prior configuration. Routing decisions on the bridging web server may be automatically selected based on prior configuration.

Classes IPC  ?

• G06F 15/16 - Associations de plusieurs calculateurs numériques comportant chacun au moins une unité arithmétique, une unité programme et un registre, p.ex. pour le traitement simultané de plusieurs programmes
• H04L 67/01 - Protocoles
• H04L 67/02 - Protocoles basés sur la technologie du Web, p.ex. protocole de transfert hypertexte [HTTP]
• H04L 67/53 - Services réseau en utilisant des fournisseurs tiers de services
• H04L 67/63 - Ordonnancement ou organisation du service des demandes d'application, p.ex. demandes de transmission de données d'application en utilisant l'analyse et l'optimisation des ressources réseau requises en acheminant une demande de service en fonction du contenu ou du contexte de la demande

Abrégé

A method for routing interactions arriving at a contact center. The method may include: providing a cost schedule for the interactions that includes a classifier in which categories of interaction types are defined and a cost value corresponding to each of the interaction types; providing a capacity value for agents; and routing the interactions in accordance with a routing process. The routing process may include: receiving the first interaction; pursuant to the classifier, classifying the first interaction as being a first interaction type; determining the cost value of the first interaction as being the cost value corresponding to the first interaction type in the cost schedule; calculating for each of the agents an available capacity; and routing the first interaction to a first agent based on the available capacity of the first agent being sufficient given the cost value.

Classes IPC  ?

• H04M 3/00 - Centraux automatiques ou semi-automatiques
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• H04M 3/56 - Dispositions pour connecter plusieurs abonnés à un circuit commun, c. à d. pour permettre la transmission de conférences
• H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur

Abrégé

A system and method are presented for adaptive skill level assignments of agents in contact center environments. A client and a service collaborate to automatically determine the effectiveness of an agent handling an interaction that has been routed using skills-based routing. Evaluation operations may be performed including emotion detection, transcription of audio to text, keyword analysis, and sentiment analysis. The results of the evaluation are aggregated with other information such as the interaction's duration, agent skills and agent skill levels, and call requirement skills and skill levels, to update the agent's profile which is then used for subsequent routing operations.

Classes IPC  ?

• G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
• G06N 3/08 - Méthodes d'apprentissage
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel
• G10L 15/16 - Classement ou recherche de la parole utilisant des réseaux neuronaux artificiels
• G10L 15/04 - Segmentation; Détection des limites de mots
• G10L 15/08 - Classement ou recherche de la parole

Abrégé

A method for engaging in an automated dialog with a user that includes: retrieving a preset dialog flow that includes various blocks directing the dialog with the user; providing a prompt to the user based on a current block of the dialog flow; receiving an action from the user in response to the prompt; and retrieving a classification tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow representing user intents. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is identified based on the selected node, and a response is output in response to the identified target block.

Classes IPC  ?

• H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
• G06N 5/00 - Agencements informatiques utilisant des modèles fondés sur la connaissance
• G06N 7/00 - Agencements informatiques fondés sur des modèles mathématiques spécifiques
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• G06F 16/332 - Formulation de requêtes
• G06F 17/18 - Opérations mathématiques complexes pour l'évaluation de données statistiques

Abrégé

A system and method for handling interactions of a contact center. A processor of the system monitors a real-time interaction between a contact center agent and a user. The monitoring may include analyzing a first input by the user, and a first response by the contact center agent to the first input. The processor identifies an intent of the user based on monitoring the real-time interaction, and in response to identifying the intent, monitors for a first trigger condition. In response to identifying the first trigger condition, the processor invokes an automated agent for outputting a second response to a second input provided by the user. The first trigger condition may be a command to invoke the automated agent, or deviance by the agent from dialog in a dialog script associated with the identified intent.

Classes IPC  ?

• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06F 3/0481 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI] fondées sur des propriétés spécifiques de l’objet d’interaction affiché ou sur un environnement basé sur les métaphores, p.ex. interaction avec des éléments du bureau telles les fenêtres ou les icônes, ou avec l’aide d’un curseur changeant de comport
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• G10L 15/30 - Reconnaissance distribuée, p.ex. dans les systèmes client-serveur, pour les applications en téléphonie mobile ou réseaux
• G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel
• G06F 40/30 - Analyse sémantique
• G06F 40/279 - Reconnaissance d’entités textuelles
• G10L 15/08 - Classement ou recherche de la parole

Abrégé

A system and method are presented for unsupervised discovery of similar audio events collected from an automated dialing campaign. Locality Sensitive Hashing (LSH) is used to search for similar audio clips within a large dataset of audio recordings. A database is queried for possible matches between an unknown audio clip and any reference carrier audio message present in the database. The database is updated when new, or changed, carrier audio messages are detected.

Classes IPC  ?

• G06F 16/65 - Groupement; Classement
• G06F 16/22 - Indexation; Structures de données à cet effet; Structures de stockage
• G06F 16/61 - Indexation; Structures de données à cet effet; Structures de stockage

Abrégé

A system and method are presented for delivering modular tools through a cloud-based remote computing environment. Users may create and customize extensions to the modular tools for integration with the product system without requiring change to product. Using a script tag added to a website, a user is able to install the modular tool to a website. The modular tool extensions are able to directly communicate with handlers and websites and are able to become directly integrated with a premises-based product. This may be done through a multiplexed API exposed to the modular tool extensions that directly couples them to the premises-based product. The modular tools are able to be configured in the premises-based product, however they are hosted in the cloud and as such, the premises-based product is able to receive continuous integration and deployment from the cloud.

Classes IPC  ?

• H04L 12/24 - Dispositions pour la maintenance ou la gestion
• G06F 8/77 - Métriques logicielles
• G06F 21/10 - Protection de programmes ou contenus distribués, p.ex. vente ou concession de licence de matériel soumis à droit de reproduction
• G06F 3/0484 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI] pour la commande de fonctions ou d’opérations spécifiques, p.ex. sélection ou transformation d’un objet, d’une image ou d’un élément de texte affiché, détermination d’une valeur de paramètre ou sélection d’une plage de valeurs
• G06F 9/451 - Dispositions d’exécution pour interfaces utilisateur
• G06F 9/54 - Communication interprogramme
• G06F 40/14 - Documents en configuration arborescente
• G06Q 30/00 - Commerce
• G06F 21/62 - Protection de l’accès à des données via une plate-forme, p.ex. par clés ou règles de contrôle de l’accès
• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison

Abrégé

Methods, systems, and computer program product for automatically performing sentiment analysis on texts, such as telephone call transcripts and electronic written communications. Disclosed techniques include, inter alia, lexicon training, handling of negations and shifters, pruning of lexicons, confidence calculation for token orientation, supervised customization, lexicon mixing, and adaptive segmentation.

Classes IPC  ?

• G06F 40/00 - Maniement de données en langage naturel
• G06F 40/35 - Représentation du discours ou du dialogue
• G06K 9/62 - Méthodes ou dispositions pour la reconnaissance utilisant des moyens électroniques
• G06F 40/284 - Analyse lexicale, p.ex. segmentation en unités ou cooccurrence

Abrégé

A system and method are presented for model derivation for entity prediction. An LSTM with 100 memory cells is used in the system architecture. Sentences are truncated and provided with feature information to a named-entity recognition model. A forward and a backward pass of the LSTM are performed, and each pass is concatenated. The concatenated bi-directional LSTM encodings are obtained for the various features for each word. A fully connected set of neurons shared across all encoded words is obtained and the final encoded outputs with dimensions equal to the number of entities is determined.

Classes IPC  ?

• G06F 40/295 - Reconnaissance de noms propres
• H04L 51/02 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p.ex. courriel en utilisant des réactions automatiques ou la délégation par l’utilisateur, p.ex. des réponses automatiques ou des messages générés par un agent conversationnel
• G06F 40/253 - Analyse grammaticale; Corrigé du style
• G06N 3/044 - Réseaux récurrents, p.ex. réseaux de Hopfield
• G06N 3/08 - Méthodes d'apprentissage

Abrégé

A method for orchestrating a chat interaction with a customer and multiple sources that includes providing an animation library that includes conversational states, graphic stills corresponding to respective ones of the conversational states, animation templates, and source-based modifications corresponding to respective ones of the multiple sources. The method may include generating a source-informative animation by: determining a source of a chat message; determining a conversational state for the chat message; selecting a graphic still for the message; selecting an animation template for the chat message based on the selected graphic still; selecting a source-based modification that corresponds to the source; and modifying the animation template pursuant to the source-based modification so to generate the source-informative animation. The method may include sending a signal to the customer configured to generate thereon a chat interface having the chat message and source-informative animation.

Classes IPC  ?

• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06T 13/80 - Animation bidimensionnelle [2D], p.ex. utilisant des motifs graphiques programmables
• H04L 12/58 - Systèmes de commutation de messages
• G06T 11/40 - Remplissage d'une surface plane par addition d'attributs de surface, p.ex. de couleur ou de texture
• G06T 11/20 - Traçage à partir d'éléments de base, p.ex. de lignes ou de cercles
• G06T 3/00 - Transformation géométrique de l'image dans le plan de l'image

Abrégé

A method of anticipating user action by a contact center system based on machine learning includes receiving, by a processor of the contact center system, a first signal from an end user device in communication with the contact center system, the first signal being indicative of an event associated with a user journey, the user journey including a plurality of events, identifying, by the processor, a subset of the plurality of events of the user journey as a plurality of input events, predicting, by the processor, a next event associated with the user journey based on the plurality of input events; and generating, by the processor, a second signal for transmission to the end user device, the second signal including data corresponding to the next event.

Classes IPC  ?

• G06N 3/04 - Architecture, p.ex. topologie d'interconnexion
• G06Q 30/00 - Commerce
• G06N 3/08 - Méthodes d'apprentissage

Abrégé

A system and method are presented for predicting workload demand in a customer journey application. Using historical information from journey analytics, journey moments can be aggregated through various stages. Probability-distribution-vectors can be approximated for various paths connected the stages. Stability of such probability distribution can be determined through statistical methods. Predictions for future volumes progressing through the stages can be determined through recursive algorithms after applying a time-series forecasting algorithm at the originating stage(s). Once future volumes have been forecasted at every stage, future workload can be estimated to better capacity planning and scheduling of resources to handle such demand to achieve performance metrics along the cost function.

Classes IPC  ?

• G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
• G06Q 30/00 - Commerce

Abrégé

A system and method are presented for configuring topic-specific chatbots. Clustering interaction transcripts between customers and agents of a contact center is performed to generated a plurality of interaction clusters. The clusters corresponding a topic. Topic-specific dialogue trees are extracted for each cluster. The trees comprise nodes connected by edges. The topic-specific dialogue tree is modified to generate a deterministic dialogue tree. The deterministic dialogue tree is used to configure a topic-specific chatbot to generate and automatically respond to messages regarding the topic.

Classes IPC  ?

• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• G06F 40/35 - Représentation du discours ou du dialogue
• H04M 3/527 - Dispositions centralisées de réponse aux appels ne demandant pas l'intervention d'un opérateur
• G10L 15/16 - Classement ou recherche de la parole utilisant des réseaux neuronaux artificiels
• G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel
• G06F 16/332 - Formulation de requêtes
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G10L 25/30 - Techniques d'analyses de la parole ou de la voix qui ne se limitent pas à un seul des groupes caractérisées par la technique d’analyse utilisant des réseaux neuronaux

Abrégé

A system and method are presented for dialogue tree generation. The dialogue tree may be used for generating a chatbot. Similar phrases from phrases comprising the interactions between a first party and a second party are group together from the first party of a cluster. For each group of similar phrases, percentages are determined and compared against a threshold occurrence rate. Anchors are generated and used in alignment in the determination of dialogue flows. Topic-specific dialogue trees may be determined from the dialogue flows. The topic-specific dialogue trees may be modified to generate a deterministic dialogue tree.

Classes IPC  ?

• G10L 15/16 - Classement ou recherche de la parole utilisant des réseaux neuronaux artificiels
• G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel
• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• H04M 3/527 - Dispositions centralisées de réponse aux appels ne demandant pas l'intervention d'un opérateur
• G06F 16/332 - Formulation de requêtes
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G10L 25/30 - Techniques d'analyses de la parole ou de la voix qui ne se limitent pas à un seul des groupes caractérisées par la technique d’analyse utilisant des réseaux neuronaux

Abrégé

A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system.

Classes IPC  ?

• H04M 11/00 - Systèmes de communication téléphonique spécialement adaptés pour être combinés avec d'autres systèmes électriques
• H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06F 16/332 - Formulation de requêtes
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• H04M 7/00 - Dispositions d'interconnexion entre centres de commutation 

Abrégé

A system and method are presented for a replication protocol in a real-time statistical engine. A real-time statistical engine monitors external data sources and uses received data to derive on-demand statistics. The engine may be comprised of a plurality of instances. In an embodiment with two instances of the engine, the instances are labeled as a primary instance and a backup instance. In case of primary instance failure, client servers of the engine are able to connect to the backup instance and obtain the same statistics with minimal data loss. The communication system between the primary instance and the backup instance may be used to exchange information about requested statistics, to clean unused statistics and to unconditionally delete statistics for which computation has become impossible.

Classes IPC  ?

• G06F 3/06 - Entrée numérique à partir de, ou sortie numérique vers des supports d'enregistrement
• G06F 9/448 - Paradigmes d’exécution, p.ex. implémentation de paradigmes de programmation
• H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole

Abrégé

A system and method are presented for F0 transfer learning for improving F0 prediction with deep neural network models. Larger models are trained using long short-term memory (LSTM) and multi-layer perceptron (MLP) feed-forward hidden layer modeling. The fundamental frequency values for voiced and unvoiced segments are identified and extracted from the larger models. The values for voiced regions are transferred and applied to training a smaller model and the smaller model is applied in the text to speech system for real-time speech synthesis output.

Classes IPC  ?

• G10L 15/16 - Classement ou recherche de la parole utilisant des réseaux neuronaux artificiels
• G10L 15/06 - Création de gabarits de référence; Entraînement des systèmes de reconnaissance de la parole, p.ex. adaptation aux caractéristiques de la voix du locuteur
• G06K 9/62 - Méthodes ou dispositions pour la reconnaissance utilisant des moyens électroniques
• G10L 13/04 - Procédés d'élaboration de parole synthétique; Synthétiseurs de parole - Détails des systèmes de synthèse de la parole, p.ex. structure du synthétiseur ou gestion de la mémoire
• G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel

Abrégé

A system and method are presented for a multiclass approach for confidence modeling in automatic speech recognition systems. A confidence model may be trained offline using supervised learning. A decoding module is utilized within the system that generates features for audio files in audio data. The features are used to generate a hypothesized segment of speech which is compared to a known segment of speech using edit distances. Comparisons are labeled from one of a plurality of output classes. The labels correspond to the degree to which speech is converted to text correctly or not. The trained confidence models can be applied in a variety of systems, including interactive voice response systems, keyword spotters, and open-ended dialog systems.

Classes IPC  ?

• G10L 15/00 - Reconnaissance de la parole
• G10L 15/10 - Classement ou recherche de la parole utilisant des mesures de distance ou de distorsion entre la parole inconnue et les gabarits de référence
• G10L 15/06 - Création de gabarits de référence; Entraînement des systèmes de reconnaissance de la parole, p.ex. adaptation aux caractéristiques de la voix du locuteur
• G06N 20/00 - Apprentissage automatique
• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
• G10L 15/14 - Classement ou recherche de la parole utilisant des modèles statistiques, p.ex. des modèles de Markov cachés [HMM]

Abrégé

In a system for managing blended agent and automated chat in a contact center setting, the system includes: a chat orchestration server invoking natural language processing on a received communication, selecting a standardized text communication responsive to the natural-language-processed communication, and transmitting the standardized text communication to an agent device; and a knowledge management server for determining confidence values and populating ranked lists of responsive standardized text communications.

Classes IPC  ?

• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04L 12/58 - Systèmes de commutation de messages
• G06F 17/27 - Analyse automatique, p.ex. analyse grammaticale, correction orthographique

Abrégé

A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.

Classes IPC  ?

• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels

Abrégé

In a method for managing a communication system, the method includes: identifying, by a processor, initiation of a chat communication session with a user device operated by a user; establishing, by the processor, a connection to the chat communication session by an automated chat resource; routing, by the processor, the chat communication session to a first agent device operated by a first agent; detecting, by the processor, a disconnection of the user device from the chat communication session; maintaining, by the processor, the connection to the chat communication session by the automated chat resource during a timeout period after the disconnection of the user device is detected; detecting, by the processor, the user device reconnecting to the chat communication session; and routing, by the processor, the chat communication session to a contact center resource.

Classes IPC  ?

• G06F 15/16 - Associations de plusieurs calculateurs numériques comportant chacun au moins une unité arithmétique, une unité programme et un registre, p.ex. pour le traitement simultané de plusieurs programmes
• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
• H04L 12/18 - Dispositions pour la fourniture de services particuliers aux abonnés pour la diffusion ou les conférences
• H04L 12/58 - Systèmes de commutation de messages

Abrégé

A method for automated quality management of agents of a contact center includes: selecting, by a processor, a topic for interacting with a human agent of the contact center; identifying, by the processor, a dialog tree associated with the selected topic; and engaging, by the processor, in an automated communication session with the human agent based on the identified dialog tree, wherein the engaging of the automated communication session includes: receiving, by the processor, an agent input; identifying, by the processor, a current node of the dialog tree associated with the agent input; selecting, by the processor, an automated phrase to be output in response to identifying the current node; and outputting, by the processor, the automated phrase.

Classes IPC  ?

• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04L 12/58 - Systèmes de commutation de messages
• G06F 17/27 - Analyse automatique, p.ex. analyse grammaticale, correction orthographique
• H04M 7/00 - Dispositions d'interconnexion entre centres de commutation 

Abrégé

A system and method are presented for the automatic filtering of test utterance mismatches in automatic speech recognition (ASR) systems. Test data are evaluated for match between audio and text in a language-independent manner. Utterances having mismatch are identified and isolated for either removal or manual verification to prevent incorrect measurements of the ASR system performance. In an embodiment, contiguous stretches of low probabilities in every utterance are searched for and removed. Such segments may be intra-word or cross-word. In another embodiment, scores may be determined using log DNN probability for every word in each utterance. Words may be sorted in the order of the scores and those utterances containing the least word scores are removed.

Classes IPC  ?

• G10L 15/00 - Reconnaissance de la parole
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• G10L 15/16 - Classement ou recherche de la parole utilisant des réseaux neuronaux artificiels
• G10L 15/02 - Extraction de caractéristiques pour la reconnaissance de la parole; Sélection d'unités de reconnaissance 
• G10L 15/197 - Grammaires probabilistes, p.ex. n-grammes de mots
• G10L 15/14 - Classement ou recherche de la parole utilisant des modèles statistiques, p.ex. des modèles de Markov cachés [HMM]

Abrégé

A system and method are presented for optimization of audio fingerprint search. In an embodiment, the audio fingerprints are organized into a recursive tree with different branches containing fingerprint sets that are dissimilar to each other. The tree is constructed using a clustering algorithm based on a similarity measure. The similarity measure may comprise a Hamming distance for a binary fingerprint or a Euclidean distance for continuous valued fingerprints. In another embodiment, each fingerprint is stored at a plurality of resolutions and clustering is performed hierarchically. The recognition of an incoming fingerprint begins from the root of the tree and proceeds down its branches until a match or mismatch is declared. In yet another embodiment, a fingerprint definition is generalized to include more detailed audio information than in the previous definition.

Classes IPC  ?

• G06F 16/683 - Recherche de données caractérisée par l’utilisation de métadonnées, p.ex. de métadonnées ne provenant pas du contenu ou de métadonnées générées manuellement utilisant des métadonnées provenant automatiquement du contenu
• G10L 25/51 - Techniques d'analyses de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation

Abrégé

A system and method that pre-configure a telecommunication path between two users across a network. A server communicates an Application Programming Interface (API) to a website of an entity which, when accessed by a first user at a remote terminal, loads the API into the user terminal, captures data representative of the interaction of the first user with the website in real time, and communicates the data across the network to the server. The server compares the data with stored attributes of second users to identify a matching second user. The data is analyzed and used to predict a successful outcome between the two users. The server selects a network address of the matched second user, and, upon initiation of a telecommunication with the entity by the first user, routes the telecommunication to the network address and communicates the data to a second terminal of the matched second user.

Classes IPC  ?

• H04W 4/21 - Signalisation de services; Signalisation de données auxiliaires, c. à d. transmission de données par un canal non destiné au trafic pour applications de réseaux sociaux
• H04L 67/02 - Protocoles basés sur la technologie du Web, p.ex. protocole de transfert hypertexte [HTTP]
• G06N 20/00 - Apprentissage automatique

Abrégé

Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

Classes IPC  ?

• H04L 12/24 - Dispositions pour la maintenance ou la gestion

Abrégé

A method for configuring a topic-specific chatbot: clustering, by a processor, a plurality of transcripts of interactions between customers and human agents of a contact center of an enterprise to generate a plurality of clusters of interactions, each cluster of interactions corresponding to a topic, each of the interactions including agent phrases and customer phrases; for each cluster of the plurality of clusters of interactions: extracting, by the processor, a topic-specific dialogue tree for the cluster; pruning, by the processor, the topic-specific dialogue tree to generate a deterministic dialogue tree; and configuring, by the processor, a topic-specific chatbot in accordance with the deterministic dialogue tree; and outputting, by the processor, the one or more topic-specific chatbots, each of the topic-specific chatbots being configured to generate, automatically, responses to messages regarding the topic of the topic-specific chatbot from a customer in an interaction between the customer and the enterprise.

Classes IPC  ?

• G06F 17/27 - Analyse automatique, p.ex. analyse grammaticale, correction orthographique
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
• H04M 3/527 - Dispositions centralisées de réponse aux appels ne demandant pas l'intervention d'un opérateur
• G10L 15/16 - Classement ou recherche de la parole utilisant des réseaux neuronaux artificiels
• G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel
• G06F 16/332 - Formulation de requêtes

Abrégé

A system and method are presented for forming the excitation signal for a glottal pulse model based parametric speech synthesis system. The excitation signal may be formed by using a plurality of sub-band templates instead of a single one. The plurality of sub-band templates may be combined to form the excitation signal wherein the proportion in which the templates are added is dynamically based on determined energy coefficients. These coefficients vary from frame to frame and are learned, along with the spectral parameters, during feature training. The coefficients are appended to the feature vector, which comprises spectral parameters and is modeled using HMMs, and the excitation signal is determined.

Classes IPC  ?

• G10L 13/027 - Synthétiseurs de parole à partir de concepts; Génération de phrases naturelles à partir de concepts automatisés
• G10L 13/02 - Procédés d'élaboration de parole synthétique; Synthétiseurs de parole
• G10L 13/06 - Unités élémentaires de parole utilisées dans les synthétiseurs de parole; Règles de concaténation

Abrégé

A system and method are presented for video analysis. In an embodiment, video analysis may be applied in a contact center environment to aid contact center agents in improving the effectiveness of interactions. Feedback may be provided in real time to an agent on their interaction. Body mechanics may be examined and rated. In an embodiment, body mechanics may be combined with indicators which inform an agent on their performance. Tips may also be provided to an agent on how to improve performance in the form of audio overlay, video overlay, reports, or any combination of these. Feedback may also be used to improve the routing of communications within the contact center. Static and dynamic visual characteristics may also be used to improve routing decisions.

Classes IPC  ?

• G06K 9/00 - Méthodes ou dispositions pour la lecture ou la reconnaissance de caractères imprimés ou écrits ou pour la reconnaissance de formes, p.ex. d'empreintes digitales
• G09B 19/04 - Elocution
• G10L 25/57 - Techniques d'analyses de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation pour le traitement des signaux vidéo
• G10L 25/63 - Techniques d'analyses de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation pour estimer un état émotionnel

Abrégé

A system and method are presented for the re-authentication of asynchronous messaging, specifically within enterprise to consumer communications. A third-party enterprise messaging server may be used as a conduit for a messaging service allowing for customer interaction with a business. The messaging server can append a re-authentication process for customers once a customer has been authenticated by the enterprise. Each time a customer resumes an interaction exceeding a timeout threshold, the messaging server invokes its re-authentication process. Lapsed interactions may be treated as continuous without having the customer re-authenticate through the enterprise specific authentication.

Classes IPC  ?

• H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
• H04L 12/58 - Systèmes de commutation de messages
• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
• H04W 12/06 - Authentification

Abrégé

A method for providing overload protection to a real-time computational engine configured to compute a plurality of values corresponding to a plurality of entities includes, when an overload protector is in an overload state: identifying one or more entities in a normal status and having high corresponding load contributions; downgrading the identified one or more entities; in response to detecting that a load level is below a low threshold, transitioning the overload protector to a recovery state and beginning a cool down period; and, when the overload protector is in the recovery state: upgrading a first group of entities of the one or more downgraded entities to a normal status; determining whether the cool down period has ended; and in response to determining that the cool down period has ended: upgrading all downgraded entities to the normal status.

Classes IPC  ?

• G06F 9/50 - Allocation de ressources, p.ex. de l'unité centrale de traitement [UCT]
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06F 11/14 - Détection ou correction d'erreur dans les données par redondance dans les opérations, p.ex. en utilisant différentes séquences d'opérations aboutissant au même résultat
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels

Abrégé

A method for generating a language model for an organization includes: receiving, by a processor, organization-specific training data; receiving, by the processor, generic training data; computing, by the processor, a plurality of similarities between the generic training data and the organization-specific training data; assigning, by the processor, a plurality of weights to the generic training data in accordance with the computed similarities; combining, by the processor, the generic training data with the organization-specific training data in accordance with the weights to generate customized training data; training, by the processor, a customized language model using the customized training data; and outputting, by the processor, the customized language model, the customized language model being configured to compute the likelihood of phrases in a medium.

Classes IPC  ?

• G10L 15/06 - Création de gabarits de référence; Entraînement des systèmes de reconnaissance de la parole, p.ex. adaptation aux caractéristiques de la voix du locuteur
• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
• G10L 15/183 - Classement ou recherche de la parole utilisant une modélisation du langage naturel selon les contextes, p.ex. modèles de langage
• G06N 20/00 - Apprentissage automatique
• G06N 3/00 - Agencements informatiques fondés sur des modèles biologiques
• G06F 40/232 - Correction orthographique, p.ex. vérificateurs d’orthographe ou insertion des voyelles
• G10L 15/08 - Classement ou recherche de la parole

Abrégé

Technologies for managing unresolved customer interactions in a support call management system are disclosed, including receiving a support call from a customer; identifying a customer and a support call type; retrieving historical interaction data associated with the customer; determining subsequent to having determined that historical interaction data associated with the customer includes other support calls, whether the other support calls are related to the received support call based in part on the historical interaction data and the support call type; determining whether to transmit the support call to an agent, an expert, or a supervisor as a function of at least one characteristic of the other support calls; and placing the support call into a support call queue as a function of the determination of whether the support call is to be transmitted to one of the agent, the expert, or the supervisor.

Classes IPC  ?

• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés

Abrégé

A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center. having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.

Classes IPC  ?

• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur

Abrégé

A system and method are presented for the correction of packet loss in audio in automatic speech recognition (ASR) systems. Packet loss correction, as presented herein, occurs at the recognition stage without modifying any of the acoustic models generated during training. The behavior of the ASR engine in the absence of packet loss is thus not altered. To accomplish this, the actual input signal may be rectified, the recognition scores may be normalized to account for signal errors, and a best-estimate method using information from previous frames and acoustic models may be used to replace the noisy signal.

Classes IPC  ?

• G10L 19/005 - Correction d’erreurs induites par le canal de transmission, lorsqu’elles sont liées à l’algorithme de codage
• G10L 15/14 - Classement ou recherche de la parole utilisant des modèles statistiques, p.ex. des modèles de Markov cachés [HMM]
• G10L 19/00 - Techniques d'analyse ou de synthèse de la parole ou des signaux audio pour la réduction de la redondance, p.ex. dans les vocodeurs; Codage ou décodage de la parole ou des signaux audio utilisant les modèles source-filtre ou l’analyse psychoacoustique
• G10L 15/08 - Classement ou recherche de la parole
• G10L 15/20 - Techniques de reconnaissance de la parole spécialement adaptées de par leur robustesse contre les perturbations environnantes, p.ex. en milieu bruyant ou reconnaissance de la parole émise dans une situation de stress
• G10L 15/02 - Extraction de caractéristiques pour la reconnaissance de la parole; Sélection d'unités de reconnaissance 
• G10L 25/18 - Techniques d'analyses de la parole ou de la voix qui ne se limitent pas à un seul des groupes caractérisées par le type de paramètres extraits les paramètres extraits étant l’information spectrale de chaque sous-bande
• G10L 25/21 - Techniques d'analyses de la parole ou de la voix qui ne se limitent pas à un seul des groupes caractérisées par le type de paramètres extraits les paramètres extraits étant l’information sur la puissance

Abrégé

A system and method are presented for load balancing across media server instances. In an embodiment, media is broken out into a multi-tenanted service allowing the media to be scaled independently of the number of organizations supported on a cloud-based collaboration platform. Scaling may occur in a scaling-out or a scaling-in operation. States for a media service may comprise in-service, quiescing, quiesced, failed, etc. The states may be used to monitor sessions associated with an instance and determine which media instances to terminate during a scaling-in operation. In an embodiment, new instances may be added to a collection of media instances in response to an increased workload in a scaling-out operation.

Classes IPC  ?

• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
• H04L 12/911 - Contrôle d’admission au réseau et allocation de ressources, p.ex. allocation de bande passante ou renégociation en cours de communication
• H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
• H04L 12/803 - Commande de flux ou commande de congestion Équilibrage de charge, p.ex. répartition du trafic entre multiples liens

Abrégé

A method for automated quality management of agents of a contact center includes: selecting, by a processor, a topic for interacting with a human agent of the contact center; identifying, by the processor, a dialog tree associated with the selected topic; and engaging, by the processor, in an automated communication session with the human agent based on the identified dialog tree, wherein the engaging of the automated communication session includes: receiving, by the processor, an agent input; identifying, by the processor, a current node of the dialog tree associated with the agent input; selecting, by the processor, an automated phrase to be output in response to identifying the current node; and outputting, by the processor, the automated phrase.

Classes IPC  ?

• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04L 12/58 - Systèmes de commutation de messages
• G06F 17/27 - Analyse automatique, p.ex. analyse grammaticale, correction orthographique

Abrégé

An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.

Classes IPC  ?

• G06Q 30/00 - Commerce
• G06Q 10/0639 - Analyse des performances des employés; Analyse des performances des opérations d’une entreprise ou d’une organisation
• G06Q 30/0201 - Modélisation du marché; Analyse du marché; Collecte de données du marché
• G06Q 30/0601 - Commerce électronique [e-commerce]
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur

Abrégé

A system and method are presented for omni-channel notification and selection. A first party selects a first channel from a plurality of channels based on an estimated wait time for interaction with another party in a contact center or enterprise setting. The plurality of channels may comprise any means of interaction, such as chat, phone call, SMS, video, etc. While waiting in queue for the preferred first channel, the first party is presented with estimated wait times, which are dynamically updated, for other channels. Based on the first party's preferences and the presented estimated wait times for the other channels, the first party may elect to change interaction channels from the first channel to a second channel. The first party may then be moved to a different queue corresponding to the second interaction channel.

Classes IPC  ?

• H04M 1/725 - Téléphones sans fil
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole

Abrégé

In a method for managing a contact center system, the method includes: retrieving, by a processor, performance metric data for a plurality of performance metrics of the contact center system; initiating, by the processor, a text-based chat communication with a first electronic device operated by a first agent; displaying, by the processor, an alert during the text-based chat communication, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and displaying, by the processor, the first performance metric in a chat interface of the text-based chat communication.

Classes IPC  ?

• H04M 3/00 - Centraux automatiques ou semi-automatiques
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
• H04L 12/58 - Systèmes de commutation de messages
• H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés

Abrégé

A method for allocating resources to modules of a contact center includes: receiving a first interaction in a first state; determining a first load of a first module of the contact center to be low; in response to determining that the first load is low, routing the first interaction to the first module of the contact center, the first module transitioning the first interaction from the first state to a second state; receiving a second interaction in the first state; determining a second load on the first module of the contact center to be high; and in response to determining that the second load is high, routing the second interaction to a second module configured to transition the second interaction from the first state to the second state, the second module having different resource requirements than the first module.

Classes IPC  ?

• G06F 15/173 - Communication entre processeurs utilisant un réseau d'interconnexion, p.ex. matriciel, de réarrangement, pyramidal, en étoile ou ramifié
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• H04M 3/36 - Comptage statistique, p.ex. enregistrement des cas où le trafic dépasse la capacité des tronçons
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur

Abrégé

A system and method are presented for on premises and offline survivability of an interactive voice response system in a cloud telephony system. Voice interaction control may be divided from the media resources. Survivability is invoked when the communication technology between the Cloud and the voice interaction's resource provider is degraded or disrupted. The system is capable of recovering after a disruption event such that a seamless transition between failure and non-failure states is provided for a limited impact to a user's experience. When communication paths or Cloud control is re-established, the user resumes normal processing and full functionality as if the failure had not occurred.

Classes IPC  ?

• G06F 13/00 - Interconnexion ou transfert d'information ou d'autres signaux entre mémoires, dispositifs d'entrée/sortie ou unités de traitement
• H04L 12/26 - Dispositions de surveillance; Dispositions de test
• H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
• H04L 29/14 - Contre-mesures pour remédier à un défaut

Abrégé

A system and method for engaging in an automated dialog with a user. A processor retrieves a preset dialog flow that includes various blocks directing the dialog with the user. The processor provides a prompt to the user based on a current block of the dialog flow, receives an action from the user in response to the prompt, and retrieves a classification/decision tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow. Each of the nodes represents a user intent. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is further identified based on the selected node, and a response is output in response to the identified target block.

Classes IPC  ?

• H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
• G06N 5/00 - Agencements informatiques utilisant des modèles fondés sur la connaissance
• G06N 7/00 - Agencements informatiques fondés sur des modèles mathématiques spécifiques
• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• G06F 16/332 - Formulation de requêtes
• G06F 17/18 - Opérations mathématiques complexes pour l'évaluation de données statistiques

Abrégé

A system and method for engaging in an automated dialog with a user. A processor retrieves a preset dialog flow that includes various blocks directing the dialog with the user. The processor provides a prompt to the user based on a current block of the dialog flow, receives an action from the user in response to the prompt, and retrieves a classification/decision tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow. Each of the nodes represents a user intent. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is further identified based on the selected node, and a response is output in response to the identified target block.

Classes IPC  ?

• G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p.ex. dialogue homme-machine 
• H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
• G06F 17/18 - Opérations mathématiques complexes pour l'évaluation de données statistiques
• G06N 5/00 - Agencements informatiques utilisant des modèles fondés sur la connaissance
• G06N 7/00 - Agencements informatiques fondés sur des modèles mathématiques spécifiques
• G06F 16/332 - Formulation de requêtes
• G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel

Abrégé

A method of establishing communication across contact center systems of unaffiliated entities includes receiving a first signal from a first server of a first contact center system, the first signal being indicative of an event associated with a first entity of the unaffiliated entities, identifying a user based on an identifier embedded within the first signal, identifying one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user, predicting impact of the event on the one or more second entities, identifying a particular entity from among the one or more second entities predicted to be impacted by the event, and generating a second signal for transmission to a second server of a second contact center system associated with the identified particular entity, the second signal including data corresponding to the user and the event.

Classes IPC  ?

• H04L 12/58 - Systèmes de commutation de messages
• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
• G06Q 50/14 - Agences de voyage
• G06Q 10/10 - Bureautique; Gestion du temps
• G06N 5/04 - Modèles d’inférence ou de raisonnement

Abrégé

A system and method are presented for advanced campaign management in outbound dialing platforms. In a contact center environment, a dialing campaign may be configured such that the outbound dialing platform modifies its behavior automatically throughout the dialing campaign as conditions change. Dialing campaigns may be constructed from groups, which are organized into a campaign sequence. As the campaign sequence flows between groups, details of the campaign may be monitored and evaluated by the platform. Group transitions may be initiated based on activation triggers. In an embodiment, campaign sequences may also be automatically transitioned to new campaign sequences, paused, or reset based on activation triggers. A transition may also be initiated by manual override of the platform.

Classes IPC  ?

• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur

Abrégé

A graphical user interface (GUI) on a display of an electronic device visually presents to a user a group of voice bundles that are available for use on the electronic device. Each voice bundle includes a software application for performing a call flow that includes a sequence of prompt instructions and grammar instructions executable to result in a simulated multi-step spoken interaction between the electronic device and the user. An input is received from the user entered through the GUI indicating a selection of a voice bundle from the group of voice bundles. In response to the input, a remote server is identified that stores the selected voice bundle. Network communications is established between the electronic device and the remote server. The selected voice bundle is located on the remote server. A copy of the selected voice bundle is downloaded from the remote server onto the electronic device.

Classes IPC  ?

• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
• H04B 1/38 - TRANSMISSION - Détails des systèmes de transmission non caractérisés par le milieu utilisé pour la transmission Émetteurs-récepteurs, c. à d. dispositifs dans lesquels l'émetteur et le récepteur forment un ensemble structural et dans lesquels au moins une partie est utilisée pour des fonctions d'émission et de réception
• H04W 4/00 - Services spécialement adaptés aux réseaux de télécommunications sans fil; Leurs installations
• H04M 1/00 - COMMUNICATIONS TÉLÉPHONIQUES Équipement de sous-station, p.ex. pour utilisation par l'abonné
• H04W 4/60 - Services basés sur un abonnement qui utilisent des serveurs d’applications ou de supports d’enregistrement, p.ex. boîtes à outils d’application SIM

Abrégé

A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.

Classes IPC  ?

• G06Q 30/00 - Commerce

Abrégé

A system and method for self-deploying applications for a contact center. An executable unit is built for deploying an application for the contact center, and the application and logic for provisioning the application are aggregated into the executable unit. The executable unit is then provided for deployment. When the executable unit is run, logic within the executable unit is configured to automatically register the application on the computing environment, discover and resolve services used by the application, and start the application on the computing environment.

Classes IPC  ?

• G06F 9/46 - Dispositions pour la multiprogrammation
• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
• H04L 29/12 - Dispositions, appareils, circuits ou systèmes non couverts par un seul des groupes caractérisés par le terminal de données

Abrégé

A system and method are presented for predicting speech recognition performance using accuracy scores in speech recognition systems within the speech analytics field. A keyword set is selected. Figure of Merit (FOM) is computed for the keyword set. Relevant features that describe the word individually and in relation to other words in the language are computed. A mapping from these features to FOM is learned. This mapping can be generalized via a suitable machine learning algorithm and be used to predict FOM for a new keyword. In at least embodiment, the predicted FOM may be used to adjust internals of speech recognition engine to achieve a consistent behavior for all inputs for various settings of confidence values.

Classes IPC  ?

• G10L 15/01 - Estimation ou évaluation des systèmes de reconnaissance de la parole
• G10L 15/08 - Classement ou recherche de la parole

Abrégé

A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.

Classes IPC  ?

• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur

Abrégé

Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

Classes IPC  ?

• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• G06K 9/00 - Méthodes ou dispositions pour la lecture ou la reconnaissance de caractères imprimés ou écrits ou pour la reconnaissance de formes, p.ex. d'empreintes digitales
• G06K 9/62 - Méthodes ou dispositions pour la reconnaissance utilisant des moyens électroniques
• G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
• G06Q 30/00 - Commerce
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04N 7/14 - Systèmes à deux voies

Abrégé

A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.

Classes IPC  ?

• H04M 3/00 - Centraux automatiques ou semi-automatiques
• H04M 5/00 - Centraux manuels
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04L 12/58 - Systèmes de commutation de messages
• H04M 3/22 - Dispositions de supervision, de contrôle ou de test
• H04W 4/14 - Services d'envoi de messages courts, p.ex. SMS ou données peu structurées de services supplémentaires [USSD]
• H04L 12/18 - Dispositions pour la fourniture de services particuliers aux abonnés pour la diffusion ou les conférences

Abrégé

Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.

Classes IPC  ?

• H04M 3/00 - Centraux automatiques ou semi-automatiques
• H04M 5/00 - Centraux manuels
• H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
• H04L 12/58 - Systèmes de commutation de messages
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• H04M 7/00 - Dispositions d'interconnexion entre centres de commutation 
• G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
• G10L 15/32 - Reconnaisseurs multiples utilisés en séquence ou en parallèle; Systèmes de combinaison de score à cet effet, p.ex. systèmes de vote

Abrégé

In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

Classes IPC  ?

• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels

Abrégé

A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.

Classes IPC  ?

• H04M 3/00 - Centraux automatiques ou semi-automatiques
• H04M 5/00 - Centraux manuels
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur

Abrégé

A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

Classes IPC  ?

• H04M 3/00 - Centraux automatiques ou semi-automatiques
• H04M 5/00 - Centraux manuels
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels

Abrégé

A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.

Classes IPC  ?

• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés

Abrégé

A system, comprising includes an orchestration server including a processor, the orchestration server to receive authentication factors. A rules engine connects with the orchestration server, the orchestration to send the authentication factors to the rules engine and to request a decision on authentication from the rules engine. The rules engine to send the decision on authentication to the orchestration server based on the received authentication factors and a rules set.

Classes IPC  ?

• H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
• H04W 12/06 - Authentification

Abrégé

Content is inserted into conversations hosted on a takeoff site using creatives that provide lures and links to other material that users engaged in the conversation might find helpful and relevant. Such insertions are made in a contextually meaningful fashion through the use of a matching and decision process that determines best candidate creatives and an appropriate time and place for their insertion into the conversation.

Classes IPC  ?

• H04L 12/58 - Systèmes de commutation de messages
• G06F 16/435 - Filtrage basé sur des données supplémentaires, p.ex. sur des profils d'utilisateurs ou de groupes
• G06F 16/955 - Recherche dans le Web utilisant des identifiants d’information, p.ex. des localisateurs uniformisés de ressources [uniform resource locators - URL]
• G06Q 10/00 - Administration; Gestion
• G06Q 30/00 - Commerce
• H04N 21/25 - Opérations de gestion réalisées par le serveur pour faciliter la distribution de contenu ou administrer des données liées aux utilisateurs finaux ou aux dispositifs clients, p.ex. authentification des utilisateurs finaux ou des dispositifs clients ou
• H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison

Abrégé

A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Classes IPC  ?

• H04M 3/00 - Centraux automatiques ou semi-automatiques
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés

Abrégé

An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.

Classes IPC  ?

• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
• G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projets; Planification d’entreprise ou d’organisation; Modélisation d’entreprise ou d’organisation

Abrégé

A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.

Classes IPC  ?

• H04M 5/00 - Centraux manuels
• H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
• G06F 9/50 - Allocation de ressources, p.ex. de l'unité centrale de traitement [UCT]
• H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
• H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés