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公开(公告)号：US20150248226A1
公开(公告)日：2015-09-03
申请号：US14193407
申请日：2014-02-28
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Leon Vymenets
IPC: G06F3/0484 , G06Q30/00 , H04L29/08 , G06F3/0482 , G06F17/22
CPC classification number: G06F3/04847 , G06F3/0482 , G06F3/0483 , G06F3/04842 , G06F17/2247 , G06F17/2288 , G06Q30/016 , H04L67/02 , H04L67/10
Abstract: An interface for configuring an interaction site is provided. First values corresponding to first parameters of an interaction page of the one or more interaction pages are received. Recommended interaction pages for the interaction site are selected based on the first values. An interface for selecting any interaction page of the recommended interaction pages is provided. Data indicating a selection of a particular interaction page is received. In response to receiving the data indicating the selection of the particular interaction page, an interface for configuring the particular interaction page is provided. Second values corresponding to second parameters of the particular interaction page are received. A second multi-step communication flow is determined based on (i) values corresponding to the parameters associated with the first multi-step communication flow and (ii) the second values. An interaction flow document including code for the interaction site specifying the second multi-step communication flow is generated.
Abstract translation: 提供了一个用于配置交互站点的界面。 接收对应于一个或多个交互页面的交互页面的第一参数的第一值。 基于第一个值选择交互站点的推荐交互页面。 提供了一个用于选择推荐交互页面的任何交互页面的界面。 接收指示特定交互页面的选择的数据。 响应于接收到指示特定交互页面的选择的数据，提供用于配置特定交互页面的界面。 接收对应于特定交互页面的第二参数的第二值。 基于（i）对应于与第一多步通信流相关联的参数的值和（ii）第二值来确定第二多步通信流程。 生成包括指定第二多步通信流的交互站点的代码的交互流文档。
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公开(公告)号：US08917828B2
公开(公告)日：2014-12-23
申请号：US14032443
申请日：2013-09-20
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：US20140247927A1
公开(公告)日：2014-09-04
申请号：US14221387
申请日：2014-03-21
Applicant: Angel.com Incorporated
Inventor： Ahmed Tewfik Bouzid , Michael T. Mateer , Dmitry Sityaev
IPC: H04M3/493
CPC classification number: H04M3/493 , G06F8/38 , G06Q10/105 , G10L15/32 , G10L25/51
Abstract: A call is received at an interactive voice response (IVR) system. A voice communications session is established between the IVR system and the telephonic device. A request from the IVR system to allocate a speech resource for processing voice data of the voice communications session is received by a dynamic speech allocation (DSA) engine. Configuration data associated with a current state of the voice communications session is accessed by the DSA engine. Dynamic characteristics associated with the caller are accessed by the DSA engine. A speech resource from among multiple speech resources is selected by the DSA engine based on the current state and the dynamic characteristics. The selected speech resource is allocated to the voice communications session by enabling the IVR system to use the selected speech resource to process voice data received from the caller during the current state of the voice communications session.
Abstract translation: 在交互式语音响应（IVR）系统中接收呼叫。 IVR系统和电话设备之间建立语音通信会话。 由动态语音分配（DSA）引擎接收来自IVR系统的用于分配用于处理语音通信会话的语音数据的语音资源的请求。 与语音通信会话的当前状态相关联的配置数据由DSA引擎访问。 与呼叫者相关的动态特性由DSA引擎访问。 基于当前状态和动态特性，DSA引擎选择来自多个语音资源的语音资源。 所选择的语音资源被分配给语音通信会话，使得IVR系统能够使用所选择的语音资源来处理在语音通信会话的当前状态期间从呼叫者接收的语音数据。
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公开(公告)号：US09712481B2
公开(公告)日：2017-07-18
申请号：US14448365
申请日：2014-07-31
Applicant: Angel.com Incorporated
Inventor： Pawel Harasimiuk , Aaron Wellman , Lindsay Frazier , Praphul Kumar
CPC classification number: H04L51/32 , H04M3/5191 , H04M2203/655
Abstract: A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.
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公开(公告)号：US09622059B2
公开(公告)日：2017-04-11
申请号：US14606659
申请日：2015-01-27
Applicant: Angel.com Incorporated
Inventor： Ahmed Tewfik Bouzid , David James Rennyson , Michael Jerry Saylor , Ashwini Swaroop Reddy Dulam , Jonathan Hotz
CPC classification number: H04W4/18 , G06Q30/0631 , H04M3/42153 , H04M3/42178 , H04M3/42204 , H04M3/4936 , H04M2201/39 , H04M2201/40 , H04M2203/252 , H04M2203/253 , H04M2203/355 , H04M2250/74 , H04W4/60
Abstract: Usage data associated with a user of a telephonic device is accessed by a remote learning engine. A service or a product is identified by the remote learning engine based on the accessed usage data. A recommended voice bundle application is determined by the remote learning engine. A recommendation associated with the recommended voice bundle application is transmitted to the telephonic device. The recommendation is presented to the user through voice communications. One or more input parameters associated with the recommended voice bundle application is collected by the telephonic device. The user through voice communications has accepted the recommendation determining is determined. In response to determining that the user has accepted the recommendation, the one or more input parameters to the recommended voice bundle application are loaded by the telephonic device, and the recommended voice bundle application is executed by the telephonic device.
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Patent Agency Ranking
公开(公告)号：US20160196053A1
公开(公告)日：2016-07-07
申请号：US15069678
申请日：2016-03-14
Applicant: ANGEL.COM INCORPORATED
Inventor： Praphul Kumar , Leon Vymenets
IPC: G06F3/0484 , G06Q30/00 , G06F17/22 , G06F3/0483 , G06F3/0482
CPC classification number: G06F3/04847 , G06F3/0482 , G06F3/0483 , G06F3/04842 , G06F17/2247 , G06F17/2288 , G06Q30/016 , H04L67/02 , H04L67/10
Abstract: An interface for configuring an interaction site is provided. First values corresponding to first parameters of an interaction page of the one or more interaction pages are received. Recommended interaction pages for the interaction site are selected based on the first values. An interface for selecting any interaction page of the recommended interaction pages is provided. Data indicating a selection of a particular interaction page is received. In response to receiving the data indicating the selection of the particular interaction page, an interface for configuring the particular interaction page is provided. Second values corresponding to second parameters of the particular interaction page are received. A second multi-step communication flow is determined based on (i) values corresponding to the parameters associated with the first multi-step communication flow and (ii) the second values. An interaction flow document including code for the interaction site specifying the second multi-step communication flow is generated.
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公开(公告)号：US20160135025A1
公开(公告)日：2016-05-12
申请号：US14881116
申请日：2015-10-12
Applicant: ANGEL.COM INCORPORATED
Inventor： Ahmed Tewfik Bouzid , Prasanna Sajeewa Naleen Perera , David James Rennyson , Michael Jerry Saylor , Ashwini Swaroop Reddy Dulam , Jonathan Hotz
CPC classification number: H04W4/18 , G06Q30/0631 , H04M3/42153 , H04M3/42178 , H04M3/42204 , H04M3/4936 , H04M2201/39 , H04M2201/40 , H04M2203/252 , H04M2203/253 , H04M2203/355 , H04M2250/74 , H04W4/60
Abstract: Usage data associated with a user of a telephonic device is accessed by a remote learning engine. A service or a product that is likely to be of interest to the user is identified by the remote learning engine based on the accessed usage data. A recommended voice bundle application for the user is determined by the remote learning engine based on the accessed usage data, the recommended voice bundle application being a voice application that, when executed by the telephonic device, results in a simulated multi-step spoken conversation between the telephonic device and the user to enable the user to receive the identified service or the identified product. A recommendation associated with the recommended voice bundle application is transmitted from the remote learning engine to the telephonic device. The recommendation is presented by the telephonic device to the user through voice communications. The user through voice communications has accepted the recommendation determining is determined by the telephonic device. In response to determining that the user has accepted the recommendation, the recommended voice bundle application on the telephonic device is executed by the telephonic device.
Abstract translation: 与电话设备的用户相关联的使用数据由远程学习引擎访问。 远程学习引擎基于所访问的使用数据来识别可能对用户感兴趣的服务或产品。 由远程学习引擎基于所访问的使用数据来确定用户的推荐语音束应用程序，所推荐的语音包应用程序是语音应用程序，当由电话设备执行时，语音应用程序导致模拟的多步语音对话 电话设备和用户使得用户能够接收所识别的服务或所识别的产品。 与推荐的语音包应用相关联的建议从远程学习引擎发送到电话设备。 通过语音通信，电话设备向用户呈现该建议。 通过语音通信的用户已接受推荐确定由电话设备确定。 响应于确定用户已经接受推荐，电话设备上的推荐语音包应用由电话设备执行。
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公开(公告)号：US09313332B1
公开(公告)日：2016-04-12
申请号：US14051901
申请日：2013-10-11
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：US09160844B2
公开(公告)日：2015-10-13
申请号：US13731688
申请日：2012-12-31
Applicant: Angel.com Incorporated
Inventor： Ahmed Tewfik Bouzid , Prasanna Sajeewa Naleen Perera , David James Rennyson , Michael Jerry Saylor , Ashwini Swaroop Reddy Dulam , Jonathan Hotz
CPC classification number: H04W4/18 , G06Q30/0631 , H04M3/42153 , H04M3/42178 , H04M3/42204 , H04M3/4936 , H04M2201/39 , H04M2201/40 , H04M2203/252 , H04M2203/253 , H04M2203/355 , H04M2250/74 , H04W4/60
Abstract: Usage data associated with a user of a telephonic device is accessed by a remote learning engine. A service or a product that is likely to be of interest to the user is identified by the remote learning engine based on the accessed usage data. A recommended voice bundle application for the user is determined by the remote learning engine based on the accessed usage data, the recommended voice bundle application being a voice application that, when executed by the telephonic device, results in a simulated multi-step spoken conversation between the telephonic device and the user to enable the user to receive the identified service or the identified product. A recommendation associated with the recommended voice bundle application is transmitted from the remote learning engine to the telephonic device. The recommendation is presented by the telephonic device to the user through voice communications. The user through voice communications has accepted the recommendation determining is determined by the telephonic device. In response to determining that the user has accepted the recommendation, the recommended voice bundle application on the telephonic device is executed by the telephonic device.
Abstract translation: 与电话设备的用户相关联的使用数据由远程学习引擎访问。 远程学习引擎基于所访问的使用数据来识别可能对用户感兴趣的服务或产品。 由远程学习引擎基于所访问的使用数据来确定用户的推荐语音束应用程序，所推荐的语音包应用程序是语音应用程序，当由电话设备执行时，语音应用程序导致模拟的多步语音对话 电话设备和用户使得用户能够接收所识别的服务或所识别的产品。 与推荐的语音包应用相关联的建议从远程学习引擎发送到电话设备。 通过语音通信，电话设备向用户呈现该建议。 通过语音通信的用户已接受推荐确定由电话设备确定。 响应于确定用户已经接受推荐，电话设备上的推荐语音包应用由电话设备执行。
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公开(公告)号：US09148512B1
公开(公告)日：2015-09-29
申请号：US14051937
申请日：2013-10-11
Applicant: Angel.com Incorporated
Inventor： Praphul Kumar , Aaron Wellman , Ahmed Tewfik Bouzid
IPC: H04M3/523
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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