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公开(公告)号：US20180060871A1
公开(公告)日：2018-03-01
申请号：US15253804
申请日：2016-08-31
Inventor： Yevgeniy Petrovykh , Gisele Verrier , Linda Garcia , Herbert Willi Artur Ristock
CPC classification number: G06Q30/016 , G06F21/31 , G06F21/6245
Abstract: A system and method for providing secure access to electronic records. The system authenticates a user associated with the electronic records, receives a request to access the electronic records, and provides access to the electronic records in response to authenticating the user. The system also receives user input data and updates the electronic records based on the user input data. The system further monitor a trigger condition associated with the user input data, and transmits a notification in response to detecting the trigger condition. The trigger condition may be, for example, an interaction with a device associated with a particular business entity.
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公开(公告)号：USRE46625E1
公开(公告)日：2017-12-05
申请号：US14569586
申请日：2014-12-12
Inventor： Yevgeniy Petrovykh
IPC: G06F15/16 , H04M3/00 , H04L12/58 , H04L12/24 , H04M3/51 , H04M7/00 , G06Q10/06 , H04L29/08 , G06Q10/10 , H04L29/06 , H04M3/22 , H04M3/36 , H04M3/42 , H04M3/523 , H04M7/12
CPC classification number: H04L12/581 , G06Q10/063 , G06Q10/107 , H04L29/06027 , H04L41/18 , H04L51/04 , H04L63/0281 , H04L65/1016 , H04L65/4007 , H04L67/02 , H04L67/04 , H04L67/142 , H04L67/24 , H04L67/327 , H04M3/2218 , H04M3/36 , H04M3/42093 , H04M3/42365 , H04M3/5141 , H04M3/5183 , H04M3/5191 , H04M3/5231 , H04M3/5238 , H04M7/003 , H04M7/12 , H04M2203/2011 , H04M2203/4536 , H04Q2213/1305 , H04Q2213/13072 , H04Q2213/13103 , H04Q2213/13164 , H04Q2213/13335 , H04Q2213/13349
Abstract: A routing system is provided for intelligent routing of instant messages between clients connected to a data network and customer service representatives connected to the network. The system comprises at least one instant message server and at least one intermediate server connected to and addressable on the network, the intermediate server capable of routing and accessible to the instant message server. Clients connecting to the instant message server through instant message software assert a connection link advertised by the instant message server to establish bi-directional communication between the client machine and the intermediate server. In preferred application, the intermediate server interacts with the client for identification of client and client software. The client request is then routed to an appropriate customer service representative running compatible software according to enterprise rules establishing an active instant message connection between the client and the selected customer service representative.
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公开(公告)号：US20160378569A1
公开(公告)日：2016-12-29
申请号：US14754530
申请日：2015-06-29
Inventor： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC classification number: G06F9/5083 , G06Q10/00 , G06Q10/06316 , H04M3/523 , H04M2201/40 , H04M2203/2038 , H04M2203/556
Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.
Abstract translation: 示出了将任务对象路由到多个代理的系统和方法，所述多个代理涉及分析输入缓冲器中的每个任务对象的内容，以确定与被添加到任务对象元数据中的任务对象的内容相关的分类，其被放置在第二 缓冲。 对第二缓冲区中的对象进行分析，并且对象元数据中的分类用于搜索表示代理特征的人力资源管理数据，以识别与分类相匹配的代理。 将路由策略应用于对象以选择代理，并将对象路由到代理的工作方。 另一方面涉及根据最近的系统条件，根据最近的系统状况，不包括基于工作流策略或状态数据而不能处理的对象，并且基于优先级顺序呈现剩余对象，或者根据最近的工作重新排列对象 状态信息。
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公开(公告)号：US08824664B1
公开(公告)日：2014-09-02
申请号：US13917550
申请日：2013-06-13
Inventor： Herbert Willi Artur Ristock , Yevgeniy Petrovykh
CPC classification number: H04L47/286 , H04L9/3236 , H04L51/04 , H04L63/0428 , H04L63/08 , H04L63/108 , H04L69/28 , H04M3/51 , H04M3/523 , H04M2203/6081
Abstract: An apparatus for controlling lifespan of interaction requests includes a processor and a memory, the memory storing instructions that when executed by the processor cause the processor to detect when an interaction request is being initiated for send from a communications appliance, server, or system, activate an interface on the appliance, server, or system for configuring a time to live (TTL) for the interaction request, cause, via the configuration, the interaction request to expire if not answered within the TTL life span, and cause, via the configuration, the TTL constraint applied to the interaction request to be lifted if the interaction is answered within the TTL life span.
Abstract translation: 用于控制交互请求的寿命的装置包括处理器和存储器，所述存储器存储指令，当所述处理器执行时，所述指令使所述处理器检测何时正在发起来自通信设备，服务器或系统的发送的交互请求，激活 用于为交互请求配置生存时间（TTL）的设备，服务器或系统上的接口，通过配置，如果在TTL寿命期内未应答，则交互请求将过期，并且通过配置 如果在TTL寿命期内应答互动，TTL约束应用于要提升的交互请求。
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公开(公告)号：US11140269B2
公开(公告)日：2021-10-05
申请号：US16805449
申请日：2020-02-28
Inventor： Vitaly Y. Barinov , Vitaliy Teryoshin , Yevgeniy Petrovykh , Arnaud Lejeune , Herbert Willi Artur Ristock
Abstract: 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.
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Patent Agency Ranking
公开(公告)号：US10750019B1
公开(公告)日：2020-08-18
申请号：US16369298
申请日：2019-03-29
Inventor： Yevgeniy Petrovykh , Alex Khodorenko , Vadim Fridman , Aleksey Kovalenko , Andrey Lunin
IPC: H04M3/51 , G06F3/0481 , G10L15/22 , G10L15/30 , G10L15/18 , G06F40/30 , G06F40/279 , G10L15/08
Abstract: 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.
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公开(公告)号：US10440185B2
公开(公告)日：2019-10-08
申请号：US14795563
申请日：2015-07-09
Inventor： Herbert Willi Artur Ristock , Merijn te Booij , Vladimir Mezhibovsky , David Anderson , Yevgeniy Petrovykh
Abstract: A system includes a contact center to provide an interaction between a consumer and an agent workstation of the contact center, where the consumer conducts a transaction with a provider through a third party marketplace. A database stores information about a relationship between the consumer, the provider and the marketplace. The contact center to routes the consumer to the agent workstation based on the relationship.
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公开(公告)号：US20180205827A1
公开(公告)日：2018-07-19
申请号：US15922784
申请日：2018-03-15
Inventor： Yevgeniy Petrovykh , Herbert Willi Artur Ristock , Vidas Placiakis , Alex Petrov
CPC classification number: H04M3/5231 , G06Q10/06311 , H04M3/5158 , H04M3/5191 , H04M2203/2072 , H04M2242/28
Abstract: 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.
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公开(公告)号：USRE46853E1
公开(公告)日：2018-05-15
申请号：US14931832
申请日：2015-11-03
Inventor： Yevgeniy Petrovykh
IPC: H04L12/28 , H04M3/51 , H04L12/58 , H04L29/06 , H04M7/00 , H04Q3/64 , H04L29/08 , H04L12/24 , H04L12/26 , H04M3/22 , H04M3/36 , H04M3/42 , H04M3/523 , H04M7/12
CPC classification number: H04M3/5191 , H04L29/06027 , H04L41/18 , H04L43/06 , H04L43/0817 , H04L51/00 , H04L51/04 , H04L63/0281 , H04L65/1016 , H04L65/4007 , H04L67/02 , H04L67/04 , H04L67/142 , H04L67/24 , H04M3/2218 , H04M3/36 , H04M3/42093 , H04M3/42365 , H04M3/5175 , H04M3/5183 , H04M3/5231 , H04M3/5232 , H04M3/5238 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2203/2011 , H04M2203/402 , H04M2203/4536 , H04Q3/64 , H04Q2213/1305 , H04Q2213/13072 , H04Q2213/13103 , H04Q2213/13164 , H04Q2213/13335 , H04Q2213/13349
Abstract: A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.
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公开(公告)号：USRE46776E1
公开(公告)日：2018-04-03
申请号：US14569598
申请日：2014-12-12
Inventor： Yevgeniy Petrovykh
IPC: H04L12/54 , H04M3/523 , H04L12/24 , H04M3/51 , H04M7/00 , H04Q3/64 , H04L12/715 , H04L29/08 , H04L29/06 , H04L12/58 , H04M3/22 , H04M3/36 , H04M3/42 , H04M7/12
CPC classification number: H04M3/5191 , H04L12/40013 , H04L12/403 , H04L12/413 , H04L12/4625 , H04L12/54 , H04L29/06027 , H04L41/18 , H04L43/06 , H04L43/0817 , H04L51/00 , H04L51/04 , H04L63/0281 , H04L67/02 , H04L67/04 , H04L67/142 , H04L67/24 , H04M3/22 , H04M3/2218 , H04M3/36 , H04M3/42 , H04M3/42093 , H04M3/42365 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M3/523 , H04M3/5231 , H04M3/5232 , H04M3/5238 , H04M7/00 , H04M7/003 , H04M7/006 , H04M7/12 , H04M2203/2011 , H04M2203/402 , H04M2203/4536 , H04Q3/64 , H04Q2213/1305 , H04Q2213/13072 , H04Q2213/13103 , H04Q2213/13164 , H04Q2213/13335 , H04Q2213/13349
Abstract: A system for optimizing response time to events or representations thereof waiting in a queue has a first server having access to the queue; a software application running on the first server; and a second server accessible from the first server, the second server containing rules governing the optimization. In a preferred embodiment, the software application at least periodically accesses the queue and parses certain ones of events or tokens in the queue and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned enabling faster treatment of those events resulting in relief from those events to the queue system load.
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