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公开(公告)号：US09083795B1
公开(公告)日：2015-07-14
申请号：US14058661
申请日：2013-10-21
Applicant: Angel.com Incorporated
Inventor： Michael Jerry Saylor , Ahmed Tewfik Bouzid , Prakash Bhagwan Durgani , David James Rennyson , Prasanna Sajeewa Naleen Perera
CPC classification number: H04M7/0036 , G06F9/451 , H04M1/72552 , H04M3/42059 , H04M3/493 , H04M3/4938 , H04M7/006 , H04M2203/2066 , H04M2203/252 , H04W4/16
Abstract: A request is received from a user of a telephonic device to invoke an application on the telephonic device. A form is displayed to the user using the application. Information input into the form is received by the application along with an indication to submit the form information with a service request to a call handling system. A data communications session between the telephonic device and an application server of the call handling system is established using the application. The form information is provided to the application server. A telephone number of the telephonic device is identified from the form information using which a voice communications session is established with the telephonic device from an interactive voice response system of the call handling system. Voice information is exchanged with the user and text, image or video information is communicated to the user via the voice and data communications sessions respectively.
Abstract translation: 从电话设备的用户接收到请求以在电话设备上调用应用程序。 使用应用程序向用户显示一个表单。 输入到表格的信息被应用程序接收，以及向呼叫处理系统提交具有服务请求的表单信息的指示。 使用应用程序建立电话设备与呼叫处理系统的应用服务器之间的数据通信会话。 表单信息被提供给应用服务器。 从呼叫处理系统的交互式语音响应系统，从与电话设备建立语音通信会话的表单信息中识别电话设备的电话号码。 语音信息与用户交换，文本，图像或视频信息分别经由语音和数据通信会话传送给用户。
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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：US20140038578A1
公开(公告)日：2014-02-06
申请号：US13731688
申请日：2012-12-31
Applicant: ANGEL.COM
Inventor： Ahmed Tewfik Bouzid , Prasanna Sajeewa Naleen Perera , David James Rennyson , Michael Jerry Saylor , Ashwini Swaroop Reddy Dulam , Jonathan Hotz
IPC: H04M3/42
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：US10368211B2
公开(公告)日：2019-07-30
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
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.
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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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Patent Agency Ranking
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：US09479640B1
公开(公告)日：2016-10-25
申请号：US14170722
申请日：2014-02-03
Applicant: Angel.com Incorporated
Inventor： Michael Jerry Saylor , Ahmed Tewfik Bouzid , Prakash Bhagwan Durgani , David James Rennyson , Prasanna Sajeewa Naleen Perera
CPC classification number: H04M7/0036 , G06F9/451 , H04M1/72552 , H04M3/42059 , H04M3/493 , H04M3/4938 , H04M7/006 , H04M2203/2066 , H04M2203/252 , H04W4/16
Abstract: Multi-modal interaction with a telephonic device using a call handling system is enabled by receiving a call at an interactive voice response (IVR) system of the call handling system, the call being received from a telephonic device of a caller. A voice communications session between the IVR and the telephonic device is established in response to the call. Whether the telephonic device is capable of processing multi-modal communications is determined. Based on determining that the telephonic device is not capable of processing multi-modal communications, the IVR is enabled to access and audibly deliver voice page content to the caller via the voice communications session. Alternatively, based on determining that the telephonic device is capable of processing multi-modal communications, the call handling system is configured to exchange multi-modal communications with the telephonic device during the call.
Abstract translation: 通过在呼叫处理系统的交互式语音响应（IVR）系统接收来自呼叫者的电话设备的呼叫的呼叫来实现使用呼叫处理系统与电话设备的多模式交互。 响应于呼叫建立IVR和电话设备之间的语音通信会话。 确定电话设备是否能够处理多模式通信。 基于确定电话设备不能够处理多模态通信，IVR能够经由语音通信会话访问和可听地传送语音页面内容给呼叫者。 或者，基于确定电话设备能够处理多模态通信，呼叫处理系统被配置为在呼叫期间与电话设备交换多模态通信。
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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：US20160219152A1
公开(公告)日：2016-07-28
申请号：US15088076
申请日：2016-03-31
Applicant: Angel.com Incorporated
Inventor： Alberto Fernandez , Vadim Snitkovsky
CPC classification number: H04L67/1012 , H04L41/5019 , H04M3/367 , H04M3/493 , H04M3/5237 , H04M3/527 , H04M2203/402
Abstract: A request to establish a voice communications session between a user of a telephonic device and an interactive voice response (IVR) system of a call handling system is received by a dynamic call control engine. A resource requirement for the voice communications session is determined. Resource usage data for multiple call handling systems is accessed by the dynamic call control engine. A particular call handling system from among the multiple call handling systems is selected based on the resource usage data and the resource requirement. A connection to be set up between the telephonic device and the particular call handling system to allow the user of the telephonic device to participate in the voice communications session with an IVR system of the particular call handling system is enabled.
Abstract translation: 在呼叫处理系统的电话设备的用户和交互式语音响应（IVR）系统之间建立语音通信会话的请求由动态呼叫控制引擎接收。 确定语音通信会话的资源需求。 多个呼叫处理系统的资源使用数据由动态呼叫控制引擎访问。 基于资源使用数据和资源需求，选择来自多个呼叫处理系统的特定呼叫处理系统。 在电话设备和特定呼叫处理系统之间建立的允许电话设备的用户参与与特定呼叫处理系统的IVR系统的语音通信会话的连接被启用。
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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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