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公开(公告)号：US09468040B2
公开(公告)日：2016-10-11
申请号：US14453113
申请日：2014-08-06
Applicant: Angel.com Incorporated
Inventor： Ahmed Tewfik Bouzid , Praphul Kumar , Michael T. Mateer , David James Rennyson
CPC classification number: H04M3/5166 , G06F8/34 , G06F9/44 , H04M1/72552 , H04M3/493 , H04M3/5141 , H04M3/5191 , H04M7/006 , H04M2203/2066 , H04W88/06
Abstract: A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.
Abstract translation: 由交互流处理器接收执行用于使多通道通信系统和用户设备之间交换通信的交互站点的请求。 交互站点根据请求进行识别。 为所识别的交互站点访问交互流文档，所述交互流文档包括使用包括交互式语音响应信道的多个不同通信信道中的任何一个发起用户设备和多信道通信系统之间的交互站点的代码。 确定用户设备用于联系多信道通信系统的通信信道。 基于确定的通信信道，交互流文档的代码被转换为可由多通道通信系统执行的代码，以使得多通道通信系统和用户设备能够通过所确定的通信信道来交换通信。 响应被发送到多信道通信系统。
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公开(公告)号：US09467563B1
公开(公告)日：2016-10-11
申请号：US14683894
申请日：2015-04-10
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Scott Kolman , Andrea Friio , Yochai Konig
CPC classification number: H04M3/4938 , H04L65/1063 , H04L67/02 , H04M3/42136 , H04M2203/253
Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.
Abstract translation: 从通信设备接收到执行交互站点的请求。 请求被发送到自动响应系统。 从自动响应系统接收提供通信设备和自动响应系统之间的多步通信流程的一个或多个步骤的第一指令。 响应于确定该请求用于与交互站点进行语音交互，确定通过与通信设备的用户进行语音交互来提供一个或多个步骤的第二指令并将其发送到通信设备。 响应于确定该请求是用于与交互站点的视觉交互，确定通过与通信设备的用户的视觉交互提供一个或多个步骤的第三指令并将其发送到通信设备。
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公开(公告)号：US20160034260A1
公开(公告)日：2016-02-04
申请号：US14448759
申请日：2014-07-31
Applicant: Angel.com Incorporated
Inventor： Herbert Ristock , Petr Makagon , Josh Mahowald , Praphul Kumar
IPC: G06F9/44 , G06F3/0484 , G06F3/0482
Abstract: An application development platform transmits to a content provider system instructions that provide a user interface for developing an application that specifies a first multi-step communication flow between a communications device and a communications system. The platform receives from parameters of a program functionality for inclusion in the application, and selects one or more recommended program modules based on the parameters. The platform transmits instructions that provide a user interface for displaying the one or more recommended program modules. The platform receives data indicating a user selection of a particular program module. In response, the platform transmits instructions that provide a user interface for enabling user configuration of the particular program module. The platform receives modified parameters of the particular program module and determines a second multi-step communication flow between the communications device and the communications system based on the first multi-step communication flow and the modified parameters.
Abstract translation: 应用开发平台向内容提供商系统传送提供用于开发指定通信设备和通信系统之间的第一多步通信流程的应用的用户界面的指令。 该平台从用于包含在应用中的程序功能的参数接收，并且基于参数来选择一个或多个推荐的程序模块。 平台发送提供用于显示一个或多个推荐的程序模块的用户界面的指令。 平台接收指示特定程序模块的用户选择的数据。 作为响应，平台发送提供用于启用特定程序模块的用户配置的用户界面的指令。 平台接收特定程序模块的修改参数，并且基于第一多步通信流程和修改的参数确定通信设备与通信系统之间的第二多步通信流程。
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公开(公告)号：US20160021250A1
公开(公告)日：2016-01-21
申请号：US14868335
申请日：2015-09-28
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
CPC classification number: H04M3/5183 , H04M3/4936 , H04M3/5166 , H04M3/523 , H04M3/5232 , H04M3/5238 , H04M2203/256 , H04M2203/556
Abstract: A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.
Abstract translation: 呼叫处理平台接收由呼叫者发出的呼叫号码的呼叫。 呼叫处理平台在呼叫期间基于呼叫者与交互式语音响应（IVR）模块的交互来使用测量数据点的子集来计算呼叫者的体验得分。 经验分数反映了与IVR模块交互的呼叫者满意度的数值测量。 呼叫处理平台将经验分数与指示呼叫者满意度的最低水平的预定阈值进行比较，并且确定经验得分表明呼叫者的满足程度低于最低满意度水平。 根据此确定，呼叫处理平台将呼叫路由到呼叫中心的人员，并使代理能够感知体验评分的表示。
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公开(公告)号：US20150281445A1
公开(公告)日：2015-10-01
申请号：US14230792
申请日：2014-03-31
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Rajesh Ramchander
CPC classification number: H04M3/5175 , H04M3/42221 , H04M3/5133 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M2201/18 , H04M2201/42 , H04M2203/401 , H04M2203/6009
Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.
Abstract translation: 呼叫处理平台接收呼叫者的呼叫，根据呼叫者与交互式话音响应模块的交互来收集数据点，并使用数据点计算呼叫者的体验评分。 呼叫处理平台将经验评分与指示第一级呼叫者满意度的预定第一阈值进行比较。 呼叫处理平台确定是否启用选项以记录耦合到人类代理使用的机器的显示屏幕的屏幕捕获。 在确定呼叫者具有比第一级满意度低的满意度的情况下，呼叫处理平台将呼叫路由到人类代理。 基于确定记录屏幕捕获的选项被启用，呼叫处理平台启动与人体使用的机器耦合的显示屏幕的屏幕捕获的记录。
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Patent Agency Ranking
公开(公告)号：US20140348319A1
公开(公告)日：2014-11-27
申请号：US14453113
申请日：2014-08-06
Applicant: Angel.com Incorporated
Inventor： Ahmed Tewfik Bouzid , Praphul Kumar , Michael T. Mateer , David James Rennyson
IPC: H04M3/51
CPC classification number: H04M3/5166 , G06F8/34 , G06F9/44 , H04M1/72552 , H04M3/493 , H04M3/5141 , H04M3/5191 , H04M7/006 , H04M2203/2066 , H04W88/06
Abstract: A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.
Abstract translation: 由交互流处理器接收执行用于使多通道通信系统和用户设备之间交换通信的交互站点的请求。 交互站点根据请求进行识别。 为所识别的交互站点访问交互流文档，所述交互流文档包括使用包括交互式语音响应信道的多个不同通信信道中的任何一个发起用户设备和多信道通信系统之间的交互站点的代码。 确定用户设备用于联系多信道通信系统的通信信道。 基于确定的通信信道，交互流文档的代码被转换为可由多通道通信系统执行的代码，以使得多通道通信系统和用户设备能够通过所确定的通信信道来交换通信。 响应被发送到多信道通信系统。
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公开(公告)号：US10063701B2
公开(公告)日：2018-08-28
申请号：US14290446
申请日：2014-05-29
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Aaron Wellman
IPC: H04M1/64 , H04M3/493 , G10L15/19 , G10L15/22 , H04M11/00 , G10L15/06 , G10L15/183 , H04M3/42 , H04M3/51
CPC classification number: H04M3/4936 , G10L15/183 , G10L15/19 , G10L15/22 , G10L2015/0635 , G10L2015/0638 , G10L2015/223 , H04M3/42382 , H04M3/4938 , H04M3/51
Abstract: A request to execute an interaction site associated with a custom grammars file is received from a user device and by a communications system. An interaction flow document to execute the interaction site is accessed by the communications system. The custom grammars file is accessed by the communications system, the custom grammars file being configured to enable the communications system to identify executable commands corresponding to utterances spoken by users of user devices. An utterance spoken by a user of the user device is received from the user device and by the communications system. The utterance is stored by the communications system. The custom grammars file is updated by a grammar generation system to include a representation of the stored utterance for processing utterances in subsequent communications with users.
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公开(公告)号：US09571636B2
公开(公告)日：2017-02-14
申请号：US14587249
申请日：2014-12-31
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Yochai Konig , Ahmed Tewfik Bouzid , Ashish Thakkar , Leon Vymenets
CPC classification number: H04M3/5166 , H04M3/42144 , H04M3/42153 , H04M3/493 , H04M3/4933 , H04M3/51 , H04M3/5133 , H04M3/5191 , H04M2201/42 , H04M2203/402 , H04M2203/551
Abstract: Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.
Abstract translation: 指令从联络中心构建器系统发送到内容提供者系统，该系统在执行时提供用于配置包括联络中心电话号码，代理池和交互站点的内容提供商的联络中心的接口。 从内容提供商接收与一个或多个联络中心配置参数相关联的数据。 根据数据，联络中心电话号码被分配给联络中心。 基于数据将一个或多个代理分配给联络中心的代理池。 确定数据包括由通信系统处理的任务，而不使用代理池的代理。 响应于确定数据包括由通信系统处理的任务而不使用代理池的代理，则生成用于交互站点的多个交互页面。
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公开(公告)号：US20160227035A1
公开(公告)日：2016-08-04
申请号：US15094929
申请日：2016-04-08
Applicant: ANGEL.COM INCORPORATED
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
CPC classification number: H04M3/5141 , G06F19/00 , G06F21/32 , G06Q30/0201 , G10L17/24 , G16H10/60 , H04M3/5166 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M2201/40 , H04M2203/401 , H04M2203/551 , H04M2203/554
Abstract: A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.
Abstract translation: 呼叫处理平台接收呼叫者对呼叫号码的呼叫，并且通过测量对应于呼叫者与交互式语音响应（IVR）模块之间的交互的数据点的子集来计算呼叫者的体验得分。 经验分数提供呼叫者在呼叫期间与IVR模块进行交互的满意程度的数值测量。 决定根据经验分数将呼叫路由到人类代理，呼叫处理平台访问与呼叫者过去的呼叫相对应的历史数据，并由人类代理接收，并获得与人类代理相关联的代理分数。 呼叫处理平台基于历史数据和代理分数中的一个或两个将呼叫者与呼叫中心的人员进行匹配，并将呼叫路由到人员代理。
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公开(公告)号：US20160191705A1
公开(公告)日：2016-06-30
申请号：US14587249
申请日：2014-12-31
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Yochai Konig , Ahmed Tewfik Bouzid , Ashish Thakkar , Leon Vymenets
CPC classification number: H04M3/5166 , H04M3/42144 , H04M3/42153 , H04M3/493 , H04M3/4933 , H04M3/51 , H04M3/5133 , H04M3/5191 , H04M2201/42 , H04M2203/402 , H04M2203/551
Abstract: Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.
Abstract translation: 指令从联络中心构建器系统发送到内容提供者系统，该系统在执行时提供用于配置包括联络中心电话号码，代理池和交互站点的内容提供商的联络中心的接口。 从内容提供商接收与一个或多个联络中心配置参数相关联的数据。 根据数据，联络中心电话号码被分配给联络中心。 基于数据将一个或多个代理分配给联络中心的代理池。 确定数据包括由通信系统处理的任务，而不使用代理池的代理。 响应于确定数据包括由通信系统处理的任务而不使用代理池的代理，则生成用于交互站点的多个交互页面。
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